TOTAL system and reverse osmosis
- Approximate cost of services:
- $6,000.00
- Company Response
There are always two sides to each story.
Here is my side:
A year ago I installed this customer’s water system. I am a senior. I always treat every customer with respect. I take pride in my work and love what I do.
After installation, even though it was a very tight space to work within, I felt the fit would be to her satisfaction. She then came in and told me she wanted it closer than it already was, and her tone was very demeaning. I redid the complete install and moved it as close as I possibly could. She was happy with it, this time, and satisfied with the work.
Three months later I received a call from her and she indicated that her reverse osmosis had no water. She then informed me that another plumber did some work for her. I suggested that maybe he accidently turned the water off to the RO and suggested she look underneath the counter for the water valve and to turn it on. She was not able to find it and asked if I could go to her place and check it out. I agreed to drive to her place, which is one hour away. I arrived and it was in fact as I had suspected and showed her how to turn it on. I then asked for a small service charge of $40 to cover my gas (I don’t feel that asking for $40 for gas was overcharging her!). She said to me “Rick are you kidding?” and did not pay. I was insulted and I said “thank you and have a good day”.
With reference to maintenance, a year after installation she contacted me to do the yearly service. I informed her that the cost would be for parts only. She questioned that, because her interpretation of the invoice (from the previous year) was that this visit would be free. The invoice indicated 'free maintenance only'. I replaced the parts that were required, explained everything to her about how the system works, and the system was in good working order. I offered to help her if she had any other questions or concerns.
She was happy, and I left.
When I gave her the invoice, she felt that she should not have to pay for the parts and was reluctant to pay the amount in question. She then wrote me a cheque for the parts only (because maintenance/labour was no charge) plus she paid me the $40 for my gas when I fixed her water that was turned off by the plumber.
Because I was concerned and because she was so upset, I looked through my files and found the invoice. I contacted her immediately, by phone and also sent a text message, and admitted I had made an error and that in fact, two parts and maintenance were free. I apologized and informed her that I would reimburse her for the two parts indicated on the invoice.
To my surprise a day later I received a notice of ‘stop payment’ on the cheque she had given me.
I hope your system works well Donna.
