Go Pro Plumbing

"We went out to Ms. T's home on 9/3/19 for a clogged line. She knew at the time, as we ALWAYS explain on the phone when setting up the appointment, that we have an initial $30 service fee which is waived when a job is $200+ and the customer approves it. From there, because it was her rental property and she would not be there, we explained that if the job was less than $1k, she would need to pay upfront before any work is done. If the job is going to be more than $1k, it would be the normal 50% upfront and remainder at completion. We have this policy in place because the homeowner is not in-person to provide their signature approval, and payment is used as the form of approval for services, to offset any liability to doing work on a home without homeowner presence. She knew our policies and we completed that job under those terms without complaint. We cleared out her line and removed roots and as always, we did a complimentary sewer camera inspection. We discovered that she had a broken sewer line at the cleanout. We gave her an estimate for those repairs, which she declined. In our customer notes, we have it notated she declined because it was more than $500. She knew at that time, that we only provided a general location for leak location and it's written that invoice. We explained that general locations are done because we do a flat rate fee, and the exact location is typically done by companies that charge by the hour. When we get the job to make the actual repairs, that is when we pinpoint the location and do so complimentary, and our general locations are actually very small in area. I say all this because she knew our policies back in September and still called us back for a different issue - a leak in the front yard. We again explained our policies at the time of the phone call, so there would not be any surprises at the time of service. On the day - July 4th, a holiday with no additional charges, we showed up during the scheduled window and took a look at what was going on with water leak in the front yard. We then again explained our policy and price regarding leak detection and that we would need payment upfront. She approved it and paid just the $350, not $30, and $350 as stated in her review. We then began conducting leak detection. According to our software and GPS tracking, our plumber was there from 11:52 am - 3:33 pm, not 15 minutes. The leak was in the slab - we have the pictures which were provided to her. We also have a video of air and water blowing out of her concrete slab near her water line in front of her house. The leak is clearly in the slab. We can't comment on what another plumber or technician did, but we stand by our estimate and our work. We have the pictures and videos to back up our evaluation. Ms. T's, if you would like to discuss this further or for us to provide you a link to the video, we are of course, happy to do so. I have also resent your invoice that has the pictures attached. We have very much appreciated your business and were happy to have had the opportunity to serve you again with the same quality customer service and craftsmanship. We would love to discuss this with you further so that we could better explain and show you exactly what we were seeing, as it is always difficult for clients to really understand when they are not present. Regardless, we do wish you the absolute best."