Jack L Woods Plumbing Co Inc

"Our service call was back in March, which may explain why the customer doesn’t remember it well. We keep written records of all service calls. Based on the location of the leaking water in the basement, as reported by the customer, our technician Casey ran water through all the connected plumbing fixtures and could not recreate a leak. Based on years of experience, Casey suspected the walk-in tub as the source. Some things cannot be tested without true usage, so he asked the customer to check for water escaping the tub seal shortly after taking a shower, and then let us know. He never told the customer that there was "no leak,” nor that the garbage disposal was the cause (to claim he said both is a contradictory assertion). We never heard back from the customer after that service call."

"The premise of this review, that "no work" was done, is patently false, even if you accept everything else at face value (and you shouldn't). The customer asked for a service call because his Rinnai tankless water heater was not functioning correctly. We sent Tim, our tech most experienced with Rinnai. The problem was not apparent, and Tim proceeded to troubleshoot, as was his job. This included a 40-minute phone call with Rinnai technical service. The conclusion of the troubleshooting process was the need to replace the bypass value. Tim ordered the part from our Rinnai supplier. He also replaced the tankless water filter. Tim spent more than 1-1/2 hours working for this customer--not 25 minutes as claimed by [Member Name Removed] . Typical of most plumbers, we use a time-and-materials pricing model. Our service is the time our technicians spend on behalf of customers troubleshooting and fixing their plumbing issues, which may or may not include replacing parts and installing new fixtures or equipment. The time is priced based on hourly billing rates. One-way travel time is also included in the time fee, a common practice in plumbing, and many other service businesses involving travel to customer locations. Finally, we charge mark-up on parts and equipment we buy for customers; again, a common practice in nearly every service industry. Customers are free to discontinue our service before it's completed--perhaps to complete it themselves, after we've shown them what needs to be done. But they still need to pay for the services we've already performed."

"Thank you for the kind review."

"Thank you for the kind review."

"Thank you for the kind review."

"Thank you for the kind review."

"Our technician made a mistake in cutting the first hole where he did. We told the customer we'd work with him to repair the ceiling, and we stand by that. The $300 price cited is clearly not for the same scope of work we recommended. Our estimate was for replacing rust and corrosion throughout the whole branch of plumbing, including material costs--a long-term, preventative solution, which may be viewed as cost effective, when you have to cut through a ceiling anyway."

"We have been searching for a work order for anything under your name (we do not have an address from Angi) and have found nothing. It is confusing because we never set a window of 12-6 (the latest window we ever have is 12-4 unless the job is scheduled for emergency service after hours), and never sub out work to anyone. We have found no evidence of ever having set up a service call for you. Could you provide additional details such as address, phone, and date of requested service? We would appreciate your help to follow up on this. Thanks."

"Thank you for the kind review."

"We failed to follow through, as noted. Not an excuse, but the job had complexities we needed to research, then a vacation and incomplete internal communication by one of our people led to the break down. We've since reconnected with the customer and apologized."

"We’re sorry that Ms. [Member Name Removed] had such a bad experience, and for this reason we did not charge her for installing the faucet. (Waiving charges is a management decision; the plumber on-site is required to leave a bill). Fortunately, no damage was done, because action was quickly taken once the pipe burst. This is why our plumber yelled “for” the water to be turned off (not “at” Ms. [Member Name Removed]). The CPVC pipe burst because it had become very brittle. It’s rare, but sometimes these things happen. It is not standard practice to shut off the main to install a faucet, as long as the stops under the sink are functional."