Complaints

This profile includes complaints for Royal Flush Plumbing, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Royal Flush Plumbing, Inc.

  2330 Hewatt Rd Snellville, GA 30039-4023

  
• 

  Royal Flush Plumbing, Inc.

  101 Glynn St N Fayetteville, GA 30214-1619

  
• 

  Royal Flush Plumbing, Inc.

  4183 Northeast Expy Atlanta, GA 30340-3834

  
• 

  Royal Flush Plumbing, Inc.

  4276 Stone Mountain Hwy Lilburn, GA 30047-3379

  
• 

  Royal Flush Plumbing, Inc.

  2788 Lawrenceville Hwy Decatur, GA 30033-2513

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Water from the laundry room is running inside the wall which has caused severe damage to my master bedroom flooring and also in the 1/2 bathroom I did paid this contractor to remove all galvanized pipe and replace with plumbing pipe but that didn't happen and also the carpet in 2 of the bedroom. And also I had a new sewer line which is clogged up.. this job has been paid in full.

  

  Business Response

  Date: 09/16/2024

  Mr. ****,

  
  We were sorry to hear that you are having issues with the pipes in your wall, and a few weeks ago when you called we found no evidence of a clog, and we offered to provide you with an estimate to repair the issue in your wall, but you declined.  When we previously did work for you 5 years ago, we proposed and completed work to replace the cast iron drain pipes in your crawlspace, and we replaced the sewer pipe in your front yard just over 1 year ago. We did not perform any work to replace the pipes in your walls, at your request, due to the significant increase in cost to do so, as these require removing and replacing wall coverings and sheetrock,as well as replacing floors, ceilings, roofing and flashing. There was a backup issue after our exterior work, about a month later, that we resolved free of charge and determined that the source was in the pipe owned by your municipality, and recommended you contact them if you had future issues of the same nature.  We honored our warranty and ensured all work we performed was completed satisfactorily.  We would like to help you resolve any more plumbing issues you find you have, but if you do not allow us to provide you with a quote to do so theres very little more we could do for you.  I would be happy to offer you a $400 in house credit to help alleviate the costs to resolve this additional plumbing issue you have, however we are unable to fulfill your request for a refund amount that far exceeds the total sum youve ever paid us. If youd like to allow us to provide an estimate to repair the pipes in your wall that are causing you issues, please dont hesitate to give us a call.  We hope you have a blessed day.

  
  -Royal Flush Management
  
  

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22253506
  
  I am rejecting this response because:I paid to have work done and It was done with many issues as I have reported with also a have a  cleanup valve in the middle of my driveway that a certified plumber installed . A clean out has been installed in the middle of my driveway.And I have a sign document that upon the last visit the tec. noticed that two pipes did not have glue and was dripping water ever since 2019 when the job was supposed to be done. I don't need $400 credit.
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/25/2024

  Mr. *********** have offered our help and financial assistance in good faith,which we strive to do with all our customers, past and present.  Our tech did recently come to your home and, after speaking with him, he did indicate the possibility that the joint you referenced was either not fully glued to the pipe or that glue joint failed, and because of the uncertainty of his discovery he repaired the issue for you at virtually no cost, even though the warranty period was 4 years out of date.  This recent small leak was inconsequential and not the cause of the damage you referenced in your complaint, by your own admission, so your refusal of our offer and the reasons you cite for it have nothing to do with your complaint. The damage to your flooring is being caused by a leak in the wall of your laundry room, which was not part of our previous work. We havent received any reports of any active clogs in your sewer line, though weve never made any guarantees that your sewer line would never clog again because we dont have any control over what is put down your drains, and weve pointed out that the citys sewer lateral/tap were very corroded and that you should report it if you experience a similar backup again.  We did install cleanout access pipes in your front yard at appropriate locations, which is standard practice to allow for less intrusive and more convenient access to clear any blockages which occur in your main sewer pipe, and to allow for the city to scope their lateral pipe to view the extent of the damage.  The two issues which youve reported that were from the work our company performed have been fully addressed to your satisfaction.  I can certainly understand the frustration that comes with the issues that arise from being a homeowner, and were eager to help alleviate those concerns; thats why most of us are in this business.  The only way I can see to help you with your current issue is to address the leak in the wall of your laundry room.  If youd reconsider your previous refusal and allow us to provide you with a quote to repair the issue, we are willing to increase our previous offer and provide you with a total of $800 worth of in-house credit to use towards this repair.  Our business is service, and we want nothing more than to diligently serve our customers with their ******************** needs.  Please let us know your decision, and we hope you have a blessed day.
  
  -Royal Flush Management

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22253506
  
  I am rejecting this response because:  w clean out drainage was installed in the middle of my driveway and I have yet to use it. I would like a full refund
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:05/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/8/2024, an employee of Royal Flush dug down 7 feet to fix a belly in a 4 in PVC Sever line. The Technician was to re-pitch and backfield area to rough grade. Someone came to get the equipment before he was finish. and the Technician was in a hurry to get to the office to turn in his time so that he would get paid. The Technician left a trainee to shovel dirt back into the hole. The trainee left after trying to fill the hole unsuccessfully. The Technician returned later to pick up the tools and with some grass seed. (no straw.) I explained to the Technician I was not happy with the way my yard was left and I expected a rough grade. I shared with the Technician that previously a Technician from Royal Flush did a better job in the dark than what he had done. I called the company and someone called me back to see if I had pictures of my yard and for me to send to them. I did send the pictures and follow-up to make sure they were received. The person I spoke with said they would submit my complaint and get back with me. It it has been two weeks and I have not received a call back as of 5/22/2024. I still have a hole in my yard. I know my yard was not properly backfilled and backfilled to rough grade.

  

  Business Response

  Date: 06/11/2024

  *******,
  I appreciate you bringing this to our attention and rest assured that we will do our best to get to the bottom of the issue.  We strive to be the best plumbers in the business, and while we'll be the first to admit that we aren't landscapers, we can certainly agree that your expectation of having your yard left at a rough grade is in line with our business practices.  I would like to send one of our excavation managers to your home as soon as possible to evaluate the condition your yard was left in and determine the best course of action to solving the issue as quickly as possible. If you wouldn't mind sending your pictures again to ******************************** so we can provide them to the excavation manager for reference. We will be in contact soon to let you know when we will be sending someone out, and we apologize for any inconvenience this may have caused. Thank you.

  -Royal Flush Management
  

   

  Customer Answer

  Date: 06/13/2024

  Sent pictures to Royal Flush Plumbing  today June 13, 2024.

  

  Business Response

  Date: 06/14/2024

  *******,

  We have not received any pictures to the email address referenced in our previous reply.  Again, please send any images to ******************************** so we may provide them to our team for reference.  Thank you.

  -Royal Flush Management
  

  Customer Answer

  Date: 06/24/2024

  I have submitted a video to Royal Flush and to *********************** ( Plumbing Technician from Royal Flush) who was out to access the damage. I was told by *********************** someone would be back in touch with me.  He agreed proper grading was not done. 

  

  Business Response

  Date: 07/02/2024

  We have reviewed the situation and will be scheduling for an excavation supervisor to address the issue with the grading of the excavated and immediately surrounding areas.  We are putting this in our schedule to occur no later than 7/5/24.  If there are any further concerns or questions, please reach out to us by phone or email.  Thank you.

• Initial Complaint

  Date:07/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on Jan-2-2023 after sharing my concern about not getting enough hot water in our shower with a tech from this company in my house repairing some pluming issues, he convinced me that the problem is the water heater, based of the age . and new water heater will give more hot water. well, I assumed I am talking to a professional ******, and said yes to replace it for total of $3000. since they change it, we only get 5 minutes of hot water in the shower, and that is it!! two people whom they both said they are the supervisors, since and all they have shared is the person who did this did not know what he was talking about and new hot water is not going to give us more hot water. I want my money back. and tried reaching out many times including to reach out to the owner of this business' from ********* LinkedIn, company email. and not a single respond. they took our money and not will to take responsibility. shame on them!

  

  Business Response

  Date: 08/02/2023

  ************************,

  My name is *** and I am a mediator hired by Royal Flush Plumbing to help resolve any disputes with equity and fairness to all parties involved.  

  I have tried to pull information on your job, however there is nothing in the system under your name.  Was there another name that you used when having the work performed?  And are you the party who paid for the service, or was it paid for by another party?

  Please provide me with this information so that I may begin the process of mediation.

  Thank you for your time.

  -***
  

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  06/04/2023 had my guest bathroom toilet back up so called Royal Flush and technician ************** came out. He was here for about 3 hours and could not unblock the line through the guest bathroom. My husband told him to try the master bathroom toilet as it was being remodeled and the toilet was already taken off so he did. ************** claimed the blockage had been removed. We paid him $475 for the visit. 06/19/2023 the guest bathroom toilet began backing up AGAIN so we called Royal Flush again. ************* came BACK out and wanted to charge us to use a camera to see where the blockage was, my husband ended up talking to the supervisor named ****, who was pretty helpful and he waived the camera fee. ************** used the camera by going through the master bathroom toilet pipe as it was still off, NOT THE ***** BATHROOM TOILET WHERE THE ISSUE WAS. ************* advised he located a break in the pipe and would need to dig it up near the septic clean out outside. ************** dug up the pipe and advised there was a break in the pipe near the clean out WHICH Royal Flush put in, in 2018. It was discovered there was an error on their part and they fixed it for free and he also advised he located another issue and charged us $300 to fix it. ************** left for the evening on 06/19/2023 and came back out 06/20/2023 to fix it and advised this was our issue and we were good to go. On 06/29/2023 the guest bathroom toilet backed up again so Royal Flush was contacted again and a supervisor, ************ (was printed on his shirt) came out and after 15 minutes advised we need new pipes run under our house as the pipes were old. It was questioned why we were just now hearing this and he quoted us $3600 and gave a credit of $700for previous work done but NO resolve. Financing was offered and we requested we could not do the terms, and requested a lower down payment and longer terms, it was denied. I then requested the $700 that ************ credited us be refunded in cash. This was also denied.

  

  Business Response

  Date: 10/04/2023

  *********************,

       I would like to first apologize for the late reply to your complaint. Upon doing a search of our email system, your complaint was found to have slipped through the cracks.  We are now implementing additional measures to ensure this doesn't happen again.  After fully reviewing the details of your situation I believe I can provide further insight.  Our original technician, *****, did indeed come to your home to attempt to clear the blockage causing your backup.  In his notes he mentioned that he did clear the blockage and got evidence of a grease-like waste causing the backup.  Grease blockages are a common cause of backups in all kinds of sewer systems, so without any further evidence there is generally no reason to investigate a plumbing system further when these kinds of backups are found.  After two weeks of no issues, your backup reoccurred and when ***** returned he cleared the blockage again under warranty. At that time he also ran the sewer camera from an access point that was already open and would give him a view of the main drain pipe where the blockages were occurring and found a separation issue outside which he also corrected at no charge.  The sewer camera is a good tool to identify visible issues the the integrity of a sewer pipe, like breaks or root intrusion, but doesn't always allow us to see evidence of pipes with improper pitch or no pitch at all. When **** came out about 10 days later, he noted that while you weren't experiencing a backup during his visit, he did discover that backfall and improper pitch were your underlying issues.  This kind of issue is very rare, since most pipes don't move once they're installed and inspected during construction of the home unless there has been some kind of prior remodel or renovation work, which you didn't indicate had been done (other than the one bathroom which was currently undergoing construction but wasn't in use). We do our best to ensure that everything a customer spends with us is applied to a permanent solution, which is why he credited the previous invoice totals against the estimate he provided to correct the improper piping in your crawlspace. We found the next course of action that needed to happen, and were willing to ensure none of what you had spent went to waste.  Unfortunately our interest free in-house financing didn't suit your needs at that time and we were unable to lower our terms or the price of the job as much as you were requesting, but we would still like to make sure that your issue is resolved.  We would like to offer you an additional $500 off the estimate we provided you in hopes that this will make it more affordable, as well as still offering our interest free in-house financing.  Please let us know if this is acceptable to you and we would be happy to set up your appointment.
  

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A tankless water heater annual inspection and flush turned into a reinstallation that was a drip. The drip resulted in my ceiling collapsing. I was informed the installation of the water heater was incorrect plus that there would be an attic fee. So, they had to flip the flush parts. I took the tech's word for it, I approved and signed the paperwork:$325 - service $150 - attic fee $450 - reinstallation of flush parts AFTER the installation, I was informed I needed new valves and to check for a water leak. The impression was that it wasn't an immediate need and that inventory for valves can take a few days to get. I went into the attic a day later and noticed a slow drip. I called them. Two days later, I paid to have the valves replaced and pointed out that the area was more damp than I expected. They informed me not to worry about it and just let it dry. So, I listened to the "professional." The next day, the ceiling collapsed.$680 - valve installation There is NO record of me having a leak on the initial paperwork because I didn't have one. A slow drip causing the ceiling to collapse a couple of days after a repair makes me wonder if water was spilled during the initial service, and I wasn't informed. I never refused to replace the valves -- it was presented to me as though it wasn't an immediate option due to inventory. The tech miscalculated and caused the ceiling to collapse. I cannot even get an adequate callback for the supervisor.

  

  Business Response

  Date: 05/17/2023

  ************,
  Upon reviewing your invoices and speaking with your service plumber, we believe some clarification *** be necessary.  The annual water heater flush could not be performed due to the fact that the valves and unions for your water heater were installed incorrectly (backwards), and therefore required ** to remove them to do the flush.  Due to the types of push-connect fittings that were used when the water heater was installed, there exists a chance of leaking when they are removed and reinstalled.  Our plumber tried to eliminate these fittings during that service, but was unable to do so, and thus he recommended to replace the valve kit entirely should these fittings start to leak, and also asked that you watch for any signs of a leak.  You stated in your complaint that you went into the attic the following day and noticed a leak so you called us and scheduled to have the valves replaced, and at that point we ordered the valve kit which took some time to get shipped to **, and we replaced it a couple days later.  The water in question that caused your ceiling to collapse was determined to have come from the existing leaking fittings during that 3 day period.  This isn't something that we have any control over, especially when we aren't present when the leak starts to occur.  Slow/small drips can accumulate a substantial amount of water over time, and we have seen this constantly in our career.  A slow drip on a pipe can easily generate ***** gallons of water over a 3 day period, which is more than enough to cause a section of sheetrock to collapse.  We haven't found any reason to believe that our tech did anything improper, and we don't feel that there is anyone to blame in a situation like this.  We want every customer to be satisfied with the services they hire ** to perform, and we take it personally when we fall short of that goal.  While we can't fix sheetrock ourselves, what we would like to offer is to send you $300 to help with the repair of your ceiling as well as issue a $500 in-house credit for use on any future plumbing issues that *** come up for you.  Hopefully this resolution will bring your experience with our company back into a good and positive light.  Thank you.

  Customer Answer

  Date: 05/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I agree to the $300 offer and $500 credit in-house credit. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/10/2023 - Royal Flush Plumbing used dry saw/grinder and jackhammer to remove concrete inside my house. Did not follow OSHA regulation/CDC guidelines relating to concrete cutting and creating dust containing silica - observed no wet cutting/sawing method, no isolation used to enclose and contain dust that *** contain silica, observed no local exhaust ventilation. Allowed concrete dust that contains silica to enter the air duct system of house, circulating throughout the house. Concrete dust that contains silica covering entire premise of house. Displaced from home 7 days while waiting on COI and follow up from Royal Flush. House is hazardous and a non-livable space as silica dust is highly hazardous and dangerous to consume. Causes silicosis and lung cancer when consumed. Requires high level of cleaning - restoration of home - restoration of home, air duct system, fabric/textiles, floors, carpets, all surfaces. Royal flush refused to clean properly, once certificate of insurance was provided to me their insurance company denied ability to clean silica dust. Royal flush assuming no responsibility for cleaning the hazardous material and restoring my home.It has now been a month and no resolution to this issue. They have continued to be employed by my HOA and continued to misdiagnose the plumbing at my house. I have not been able to occupy my house for a month.

  

  Business Response

  Date: 04/24/2023

  We made every effort to address ***************** concerns with the work that was performed, but we were unable to handle the matter internally as ************* decided to file a claim against our insurance before we could enact any solutions.  At the direction of our insurance company, we have ceased all communication with her and ********* communication attempts to them.  We are deeply saddened that ************* would not allow ** the time needed to make things right, since our #1 goal is customer satisfaction.  We hope that all of her concerns are addressed along the course of action she has chosen to take, and wish her all the best for her and her family.

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19969443
  
  I am rejecting this response because: Royal Flush Plumbing denied that the concrete dust was silica and tried to provide a company to clean the floors and nothing else. Silica dust spread into the air ducts, onto all surfaces in the house, bedding, window treatments, electronics, every single corner of the house. They told me they would send a floor cleaner. I advised that the cleaning needed to be done by a restoration company - not a floor cleaning company. The other company they sent to my house to look at the job told me that the silica dust covering my house was too big a job for them and "out of their league." 

  It took 7 days to get a certificate of insurance from the company, and after this the insurance company denied ability to clean silica dust because of the hazardous nature of the dust.

  So now, due to the job that Royal Flush attempted at my house - that broke OSHA regulations, they broke CDC guidelines as it regards to silica dust and containment, and not following standard protocol for cutting concrete - I have been displaced from my house. I hired Royal Flush to complete a plumbing repair inside my house - I asked them if they would protect my home from the concrete silica dust and the dirt and sewage. They assured me that they would protect my home and complete the job safely. When I came home from work, the house was covered in the hazardous dust. It is known to cause silicosis and lung cancer. 

  They treated me with no respect and told me that the dust was not silica, just regular house dust. Their insurance company came out to test the dust for silica and It came back positive - therefore insurance could not clean the dust. 

  Royal Flush should have told me that when they started this job, it would cause my house to be covered in silica dust. I would not have proceeded with the work. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March the 23rd 2023 I was given an estimate to repair a clogged sewage pipe. The pipe was located in my front yard. I was told that they would have to excavate my walkway, cement floor under the porch and add new pipes. I was told that the money I paid for the service call to find the clog with the camera and snaking the pipe would be discounted after repairs. I told him that the snaking of the pipe should not be necessary because the previous plumber ran in to dirt, I knew that there must be a busted pike. When they came to repair the clogged pipe, he gave me an estimate of $3310.00 minus $767 I paid for the assessment. They only dug a 2-foot wide 2 foot, long and 2 1/2 foot deep hole and replace a pipe listed 2 feet wide to repair to repair the damage but I was still charged the full amount. When I called to complain to a supervisor, I was told that I would get a call back. The serviceman here became very rude and demanded that I pay, or he would undo the service he did and call the police. I told him I could send it in after I talked to a supervisor. I was I would get a call but they did not call back. They called him on the phone, and he let me talk to them. They agreed to take $500 the bill. But I still feel that I was overcharged. I AM 70 years old and I feel like I was taking advantage of and very much disrespected. I tried to reach the supervisors again Because I feel they need to understand the whole situation.

  

  Business Response

  Date: 05/17/2023

  ****,

  I apologize for the late response to your complaint; we've had significant issues with our email service and many important emails have been lost in the last 60 days because of it.  After reviewing your message and speaking to our plumber, I believe I can shed some light on the situation at hand.  The quote we gave you to make the repair was done based on a flat rate, which is determined based on a set of basic variables for the type of job being performed.  The camera inspection we did could only tell us the approximate location of the pipe issue, since the pipe was clogged and the camera could not see anything in the murky sewage. In your case, the flat rate was based on making a repair to a sewer pipe that is 3ft deep or less and repairing/replacing up to 5 linear feet of said pipe.  While the possibility did exist that the walkway would need to be removed to access the pipe for repair, the plumber found a way to make the repair by tunneling under the walkway instead which saved you from the additional costs of replacing the concrete. He also added a cleanout access pipe which was not originally included in his repair price, but he felt it was a good place to have one for easier access in case of future issues.  This process took a bit longer than breaking up the concrete, but we always try to find the least intrusive/destructive method to make our repairs.  Our flat rates are designed so that you don't end up paying more if the job takes longer than expected under the conditions they're based on.  Our supervisor whom you spoke with understood your frustration, which is why they offered to reduce the invoice by $500.  I am very sorry that you felt disrespected by our plumber on site.  We've been victim of many customers that decline or refuse to pay after the work is completed, and our plumber's "knee-jerk" reaction to the situation was solely based on those bad past experiences, and we apologize for that reaction.  We also are deeply saddened that you still feel overcharged even after our additional discount.  A customer's age is never taken into account for our pricing except to offer discounts for our senior citizen customers. In light of all that has happened, we would like to offer a refund of $200 as well as a $500 in house credit for you to use for future plumbing services.  If this is acceptable, I will personally make sure your account is noted with the credit and have the check mailed out to you within the week.  We try very hard to ensure all of our customers are completely satisfied with our services and go above and beyond in all aspects of our business to achieve this goal, but we are also human and prone to mistakes and poor judgement.  We hope this situation has not besmirched us in your eyes and that you will give us a chance to continue to work for you in the future. Thank you.