Response from Freedom Plumbing Inc
As with all of our customers we are as up front with all expenses as possible. Unfortunately with toilets there can be some unexpected issues that cannot be seen until the toilet is pulled off of the floor. We always explain this circumstance to our customers before we pull a toilet, as we did in this case. We gave all prices upfront for the toilet rebuild and pull and reset of the toilet. We explained that there can be some issues we cannot see until the toilet is removed. Apon removal of the toilet we found the reason it was leaking at the base. The toilet flange (part that toilet sits on and secures it to the floor) was too low and a the previous contractor had used 2 wax rings to make up the difference in height. While this may work, it can pose problems like leakage, which was the reason we had to do a pull and reset. We explained the situation to the customer and gave them the price to fix the problem correctly or to put it back the way it was (without warranty) They chose to have it repaired properly. This is where the difference In price from the original quote occurred. I take full responsibility for the scheduling issue that occurred so we waived the service charge and gave an additional discount on the repairs that were done. We hold ourselves to a very high standard and customer satisfaction is what we pride ourselves on. After seeing this review we reached out to this customer and haven't been able to get in contact with them. We look forward to the opportunity to resolve any issues they may have had with our service.