Caitco Drainworks Inc

"The customer called and insisted that Justin, one of our licensed plumbers, come and look at her water pressure issue. She did so knowing our hourly rate. At the time of scheduling and when Justin arrived at the job site, she was adamant that we should "snake" out the water line. We refused such service because it would contaminate her potable water lines with a sewer machine that has been in drain (waste) lines. Our standard procedure in diagnosing a lack of pressure issue is to first replace the cartridge because it is the most common problem and most cost effective fix. She consented to this prior to a new cartridge being installed and after Justin explained the process to her. The difference between the ESTIMATED cost and actual cost was only $15. Apparently the cartridge did become clogged again which leads us to the conclusion that her problem is corroded water lines. The only long term resolution to this is to either replace water lines or line them with epoxy which would be at a much more significant cost than $214. A possible short term fix is that she can continue to replace the cartridges and pay our hourly rate as well as the cost of the cartridge. Customer has complained that we over charged for our time but time spent on job site as well as time to obtain replacement cartridge was nearly two hours. We only charged for one hour of service plus cost of cartridge. Justin never asked the customer to go into the well because he was afraid of spiders. Our standard company procedure for the plumbers is that they clear out an infested area with a stick in case there should be a black widow or brown recluse spider. Justin was following this procedure when the customer became impatient and jumped into the well. We are not aware of anything broken in customer's home. The only thing that Justin knew to be damaged was a decal on a tile in the shower that was bumped by Justin's foot. She lead Chris to believe in their phone conversation that something was dropped and broken but said it was insignificant and did not want any compensation for replacement. We are not aware of anything not cleaned up. Nothing was mentioned at the time of the service call nor on the phone with Chris. At the time that the customer spoke with Chris, she insisted that we should fix the problem for the amount of money that she has already paid. We are not willing to do so at this point because it would be a significant cost. She also repeatedly requested that we "snake" the lines but as mentioned before, this is a contamination and safety issue that we are not willing to do either. After Chris refused to replace the potable water lines in her home for the amount already paid she threatened that she would "make our life ****". Customer was difficult to deal with from the beginning of scheduling the call and our dispatcher made a note in the dispatch software to that effect. Customer has now filed duplicate complaints on Angie's List in her endeavor to receive free work. Customer rated every item as an "F". While most of the categories are subjective, we did arrive within the two hour window given. Her call was scheduled between 1:00 and 3:00 pm. Justin arrived just before 3:00 pm. We are not willing to be hired in the future by this customer."

"Thank you for taking the time to review our company. We greatly appreciate your continued business! At this time we are concerned about why you thought our service was only 'C' level. We are unsure as to your review which aspect we could have improved. Mike was the designated technician to oversee the re-pipe and gave his approval on the work performed once it was completed. Mike had some personal issues at the time and was unable to be on the job at all times, so this is why he did not perform the work but he did inspect it and confirmed your satisfaction upon completion."

"We regret that we have just recently become aware of your review and that you were dissatisfied. Zach Morgan was released from employment shortly after the date of work performed at your residence. Please accept our most sincere apologies."