Hampton's Plumbing Services, Inc

"Thank you for your kind review! We are glad we were able to help you."

"I had been at this customer's home through another home warranty company for the swimming pool and a water heater several years before. The home warrany company at that time authorized some of the necessary repairs for the pool but not all. Although they were willing to authorize replacing the water heater, there were some costs not covered by their policy and the home owner was unwilling to pay for those costs ie: required city permit and inspection, etc. Therefore, the home warranty company couldn't authorize us to replace the water heater, not "some pipes" as stated by customer above. As for taking days to call the customer, we are required by all home warranty companies to make an attempt to contact home owners within 4 hours of receiving their work order and to be on the job site within 48 hours of receiving their call or if they are not available in the 48 hour window, then at customer's convenience. After leaving messages for the customer, it is up to them to call me back to be put on the schedule. We try to call several times and leave messages to let them know that we have received their work order, but we can't make them call us back. I do not give appointment times because of not knowing how long each call will take until I find out what the exact problem is at each address. Unfortunately, when some calls end up taking a lot longer than expected, it throws my entire schedule behind. That is something that is out of my control. We never want to leave a customer's home until the repair is complete if possible, especially if that means they would be left without service. I did not speak down to the customer. I did however remind him that I had already submitted this same item to another home warranty company back in 2011 and it was declined. Most warranty companies do not cover the type of repairs that he needed. He was on a check and advise status with this new warranty company. I had the necessary parts on my truck but because of his check and advise status, I had to wait for authorization from the warranty company before doing any type of work. Typically, most home warranty companies will deny coverage for any pre-existing problems, especially at the begining of a new policy. One of the questions the home warranty company asks us is, " Do you believe that this failure occurred since the beginning of their policy which was only a few weeks old?" I have to be honest with them and tell them that I had already been out there in 2011 for the same problem through another home warranty company. It was obvious that those repairs were never made and this was the outcome. This customer is most likey upset after he tried to sway me in such a manner that my findings reported to the home warranty company would cause them to cover the repairs. I will not committ insurance fraud to please customers!!! The customer is clearly upset at the wrong company! We aren't the ones who denied coverage. In 2011, we offered them a retail bid to make the necessary repairs not covered by their warranty company. The home owner declined our offer. We, again, in 2014, offered to make those same repairs and again the home owners declined. We are willing to do the work if they are willing to pay for them. As far as the $45.00 in question. That is the trade call fee we are required to collect at the initial visit by the home warranty company that sent us out."

"I gave her an Estimate of $1500, telling her that it could be more depending on possible unforeseen problems with her existing gas on her home since it was built in 1963. The current gas meter that she had was capable of only 225,000 BTU's which her home was currently using. The whole house generator required 200,000 BTU's itself. The pool heater was an additional 400,000 BTU's. I had to make numerous modifications and corrections to her existing system in order to get approval from the City of Tulsa and the gas company. City of Tulsa and the gas co. approved all the work. When work was completed and generator was working, I made continuous attempts to get paid for the work but phone calls went unanswered so I stopped by to collect around 7:30 pm to no avail. When it became obvious that this customer had no intention of paying for work completed, I turned it over for collections as any company would do. The bottom line: She knew the estimate of $1500 and understood it could be more. The work turned out to be $1500 even with additional work done that wasn't included in the estimate. It was completed, passed inspection by the City of Tulsa and the gas company and working. This customer dodged me when it came time to pay until collections got involved!"