Spicewood Plumbing & Maintenance Services
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over ten years and many homes in the area were having freezing pipes and
bursting pipes. I discovered a frozen pipe in the front of our home and a burst pipe
near a water faucet in the rear of our home.
I placed the call at 8am and was told that a service person would get in
touch as "soon as possible" but that we may have to 'wait until late
this evening" before they could get around to us. The owner called
approximately 12 minutes after I hung up from speaking with the
dispatcher.
He stated they were extremely backed up but would come out
himself. he stated it would take him 35 minutes to get to my home, but
he arrived faster than that. I showed him the leaking pipe and the
frozen one. He said when it freezes it isn't a problem, it was the thawing out that
cause water pipes to break. He said the drip would allow enough water
to flow and would prevent any breakage.
He spent about 25 minutes fixing things and at least ten explaining how pipes worked and how to
prevent problems. He charged me for only the home visit, and said the cost of his parts were so
minimal he didn't feel right charging me for them.
"On February 11,2011 the member called us and said his water heater was boiling and making terrible noises. This was during a very hard freeze in our area and thousands of homes had frozen pipes. He called twice on Friday and the owner of the company tried to help him over the phone but could not resolve the issue of the boiling water heater. We were unable to get a service van to them that day but scheduled them for Saturday. Nothing was said in the initial placement of the service call about the water softener. We sent a service truck out on Saturday February 12th and found that the water heater was set on 150 degrees, the highest setting on the water heater, that the upper element was leaking and determined that the thermostat was bad. Our technician tightened the element but the water heater continued to leak so the technician turned the water heater off and explained that the water heater needed to be replaced. The homeowners said the water heater was only 3 years old and didn't want to replace it but would agree to replace the thermostat. The supply company we use closed at noon that day so our service technician came back to the office/shop to see if we might have a thermostat, we didn't so then went to some local stores that would carry thermostats and could not find one. The technician returned to the residence and informed the homeowners that we would have to order one and could return on Monday to install it. At that time, the homeowners requested that he look at their water softener and found that the salt levels were off and adjusted those. The technician did not have water hardness test strips but showed the homeowner how to check them on the computer setting and the homeowner said he would get some and test it himself, the water softener issue was not on the service call; we did it as a courtesy. On Monday, February 14th the wife called and said that she talked to the water heater manufacturer and they told her that it was normal for a water heater to leak a little, that she should turn the temperature down and the unit would be ok to continue to use. She wanted us to refund half her money based on that information. This water heater is in the attic, no manufacturer would tell a homeowner it was normal to have a leaking water heater in their attic. Any water heater that leaks is bad and is dangerous; we explained that to them and wrote it on their ticket and they signed it. Spicewood Plumbing is not inclined to refund any portion of the service fee. We answered over 1,000 service calls in that 2 week period of the worst freeze in over 25 years and had only 3 complaints, we feel like we went above and beyond for all our customers in the emergency situation we all were in and that includes the member's. Judy Couvillon Office Manager"
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