F M 1960 Plumbing & Air Conditioning Inc

"Customer bought a faucet without supply lines. The extra $85 was to cover both labor and parts on the supply lines. He was not charged "double" for the faucet installation. We deducted $60.00 labor off his invoice."

"I am sorry about the experience you had with us and I have investigated the cause. It has been our companies practice to call a customer when they are next on our schedule to give them extra time to get home in the event they are outside of the home such as running errands or getting food. This call does not mean we are finishing the job ahead of them nor is it intended to provide an estimated arrival time. To ensure this type of miscommunication or assumed arrival time does not happen again we will be ending this practice and will, going forward, only call when the technician has completed his previous service call and is actually en route. Again I am sorry if this practice provided you with an unintended time frame and we will be implementing these changes immediately in an effort to avoid this situation in the future. Thank you for taking the time to inform us about your experience, giving us the opportunity to address this issue."

"Thank you for taking the time to review us. I am glad you were happy with your service and experience with us. Perry is great at what he does having over 20 years experience in this industry. I also enjoyed talking to you personally on the phone both about the project and about your experiences at your work. Anytime you have further need of us please don't hesitate to call. Thanks, Mike"

"Hello and thank you for taking the time to review your experience with us. I am sorry it was not our finest moment. I have looked over the invoice and we did perform three repairs. One was to reset a commode and anchor the flange under it for a more secure installation. We also repaired a small leak under the master lavatory. The third item was the replacement of the lavatory faucet and there were delays with this repair over which we had no control. This faucet was a colored faucet, not the standard chrome, which combined with your preference of a high necked arch (not a commonly available aspect on a lavatory faucet) made this faucet harder to track down and when we did it was not in stock but had to be ordered. As a rule we do not collect payment before work is done and I am not sure why this rule was not adhered to in your case but I will certainly be addressing it in our next employee meeting. What should have happened was an invoice should have been created showing only the work done that day with payment accepted for only the work completed with perhaps a notation of the work still needed. As it actually happened it appears you paid for the commode repair, the sink leak repair, and the labor for the upcoming faucet install which the employee incorrectly assumed would be available the next day. The price for the faucet was unknown at the time so there was no charge for it. This faucet, being a colored faucet with a high arc, made it more expensive than a chrome low profile faucet. We made no profit on the faucet itself, we sold it at our cost plus shipping and tax without markup as a consideration for your patience. We did not seek out an expensive faucet but rather sought to find a faucet meeting the criteria given us. The prices themselves do meet our flat pricing schedule, which in most cases is significantly less than the major competitors in our market. I believe most of this issue lies in poor communication and with invoicing. When explaining everything to the man of the house he was fairly ill, perhaps he didn't fully understand or hear the explanation but that issue would have easily been resolved by proper invoicing and will be addressed with all employees involved. If amenable we would be willing to provide you with a significant discount on your next repair as a means of apology and as a chance to show you that this is not a typical occurrence."