Hi Brian Lee,
Thank you for sharing these concerns with us.
While we appreciate your frustration surrounding the persisting leak, our technician did not charge you for a solution, and we have yet to hear back or receive photos from you regarding the misdiagnosis you are claiming to have received from our technician. The message we received in response to our request for photos for reference was: "Please tell me in what condition I can get my refund first." To us seems like you want to verify how you can get a refund, regardless of if you are entitled to one.
You paid for leak detection/investigation, as reflected on your invoice. Our technician then discovered a leak and brought it to your attention. As a courtesy, he added some caulking around the area to potentially solve the problem. However, we never billed you for the caulking, nor did he guarantee that the caulking would fix the leak entirely, if at all.
When you called our office on August 8th to complain, two weeks after your service, you said the leak had returned, not that the technician misdiagnosed it. Only after we expressed what you paid for, the leak detection/investigation, did you finally change it up and say he misdiagnosed the leak during his inspection. However, you confirmed the most recent leak is in the same area our technician mentioned it was coming from.
As mentioned during our conversation on August 8th, you need to contact a general contractor or property management to properly handle the leak, as the problem is not something our technicians generally repair based on his diagnosis. The caulking was a courtesy, and the investigation was to determine the source, which we did. He put caulking around the drain seal(surrounded by tiles, where you admitted he caulked), which you mentioned your building advised was the current issue meaning he correctly diagnosed the problem but was unsuccessful in solving it with caulking, which again, you did not pay for.
The initial inspection was free, as mentioned, and you were only billed for leak detection/investigation after you approved the estimate during your free on-site consultation, where he could not identify the source of the water coming into the unit below without a more thorough investigation. You would not have received a charge had you decided not to proceed. Our technician detected the leak and made you aware of the source.
We will not grant a refund and have put you on our do not service list moving forward.
We found these negative remarks and accusations extremely uncalled for and in poor taste when we offered to review further and would consider a refund had you sent photos backing up your case.
We encourage you to rethink your actions and how they impact people or businesses before making uncalled-for & unjustified comments on a public forum.
- Drain King Plumbers
Reply created 10 Aug 2023
