ComplaintsforIdeal Services

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/25/21 Ideal Services installed a Premier faucet per my home warranty. See attachment. The faucet is leaking again in less than three years after they installed it. The faucet has a lifetime warranty and the warranty paperwork clearly says, to obtain warranty service. Please return faucet and sales receipt to the place of purchase. See attachment. Ive called Ideal Services four times and emailed them. Three weeks ago, Ideal Services sent a plumber out and he confirmed that the sink was leaking. He also took pictures. The manager, *****, has not returned my phone call or emails. Ideal Services told me to contact Premier, but they did not have an accurate email or phone number for Premier. I want Ideal Services to follow the lifetime warranty that they provided when they installed the sink and replace it now. See attachment.

  

  Business response

  05/30/2024

  Good Morning, 

  I assist in the office and was given notice of this complaint. I took some time to ****** Premier faucets in order to locate this number ************ - I called the number to verify that it is the correct number to call in order to go through the warranty process. Once you have the part you need from Premier we can send a technician out to install the required part. Our company does not work with manufactures directly. That is the responsibility of the homeowner. If you do have anymore questions regarding this claim or how to proceed please feel free to ask for ****** when you call into Ideal Services. I have no problem assisting as best I can. I apologize that you did not get the correct information originally but the number listed above does work and is the correct line to coordinate the warranty process. The representative I spoke to advised to give him a call and he can assist you from there. Thank you for your time and I hope I have been able to resolve your issue.

  Customer response

  06/13/2024

  Hello. Sorry for the late response.  
  

  Good news. Your email to ideal services helped. The phone number ideal services sent me through your email was successful. Premier ******* sent me a brand new kitchen faucet on Tuesday. Thanks so much for your help.  
  

  In the future, if ideal services would've just given me that phone number initially all of this could have been avoided.   going forward we are all good. Thanks so much for your help.

   

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They told me the price to reroute hot water throughout my house would be $4925 and it would be a 2 day job. $500 was being paid by First American. I gave them a check for $2225. After working 1 day they called and told me it would be $4600 more to return and finish the second day.

  

  Business response

  11/02/2023

  The scope of work ************** was quoted for involved a reroute of his main potable water line. The technician performed a slab leak test, which isolates the irrigation line from the potable water line feeding the home. Once isolated, by watching the water meter, the technician could verify the leak was inside the home, under the slab. The technician used a sonar listening device to locate the leak underneath the concrete slab. The compromised line is then isolated from the rest of the potable water system by finding each end located within the walls. The technician then cuts each end of the leaking potable water line and pressurizes the line to make certain it is leaking. The technician rerouted from the incoming side to outgoing line. This is scope of work that ************** was quoted for and agreed to, in the amount of $4,425.00. Once the job was complete, the technician discovered there was lack of water to an additional location, it was determined that it was fed from *** coming from under the slab. ****" being located under the slab is against code & not normal industry standard. There was no way of knowing there was ****" under the slab. The additional quote was to provide a separate line to feed the area of the home which had no water supply due to the illegally installed "T" under the slab. The additional cost was offered at a 50% discount for what we normally price a job of that magnitude. The homeowner chose not to do the additional reroute needed. The re-route that he was quoted for has been fully completed. The homeowner is not entitled to a refund and in fact, still owes us the remaining 50% balance for the re-route price he was quoted and agreed to. Lastly, he was also not billed for the additionally discovery work that was performed to determine that there was ****" under his slab and how to reroute a new line to repair the issue.

  Customer response

  11/03/2023

   
  Complaint: 20746673
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************;

  Customer response

  11/03/2023

  The technician did not use sonar. I showed him where the leak was located and told him that the floor was hot in that area. He went to check and to see if the meter was running with the water not being used. He then told me I had a hot water leak and the only way to fix it would be to reroute water throughout my house. A week later Ideal told me it would $4425 and it would be a 2 day job 10/2-10/3. Two technicians came out. I was told that it would be 2 guys. The technicians only work 1 day 10/2. The technician who appeared to be in charge said he would be back the next day to finish. Instead of coming back he called me and said it would be $4600 more to finish the job. If I was originally gonna be paying $4425 for 2 days of work to reroute hot water throughout my house and they are not using $4600 more in materials there is no justification to raise the price. Another thing if the technician had completed the job he would have asked for payment at the time of completion. He didnt. He said he would be back . Instead he called wanting more money even though he only did half the job. I had hot water flowing throughout my house before the technicians came out. When they left I only had hot water hot water running in parts of my house and not throughout. I believe they never intended to do the job for agreed upon price. I paid $2225 down for 2 days of work and only got 1 day of work.

  

  Business response

  11/06/2023

  To whom it may concern,

  The scope of work ************** was quoted for involved a reroute of his main potable water line. The technician performed a slab leak test, which isolates the irrigation line from the potable water line feeding the home. Once isolated, by watching the water meter, the technician could verify the leak was inside the home, under the slab. The technician used a sonar listening device to locate the leak underneath the concrete slab. The compromised line is then isolated from the rest of the potable water system by finding each end located within the walls. The technician then cuts each end of the leaking potable water line and pressurizes the line to make certain it is leaking. The technician rerouted from the incoming side to outgoing line. This is scope of work that ************** was quoted for and agreed to, in the amount of $4,425.00. Once the job was complete, the technician discovered there was lack of water to an additional location, it was determined that it was fed from *** coming from under the slab. ****" being located under the slab is against code & not normal industry standard. There was no way of knowing there was ****" under the slab. The additional quote was to provide a separate line to feed the area of the home which had no water supply due to the illegally installed *** under the slab. The additional cost was offered at a 50% discount for what we normally price a job of that magnitude. The homeowner chose not to do the additional reroute needed. The re-route that he was quoted for has been fully completed. The homeowner is not entitled to a refund and in fact, still owes us the remaining 50% balance for the re-route price he was quoted and agreed to. Lastly, he was also not billed for the additionally discovery work that was performed to determine that there was ****" under his slab and how to reroute a new line to repair the issue.

  I believe you already have this information from a prior response but just to reiterate, the original work has been completed. The additional work needed due to the *** being located under the slab was denied. That bid was the additional cost the homeowner is referring to. We still do not have full payment for the first job and are in the process of trying to collect those monies owed. Hopefully this response answers any more lingering questions. Thank you for your time.

  Customer response

  11/07/2023

   
  Complaint: 20746673
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************.  I am rejecting this response because I asked how long the job would take when I was at Ideal. I was told it would take 2 days because its a complicated job. The technician only worked 1 day. He said he would return the next day. Instead of returning to work the 2nd day he calls me to tell me its gonna be $4600 more to complete the job because its complicated. Theyve been sending the building inspector to my house without my permission. I consider that harassment. If I dont communicate with you and let you know its ok and set up a time thats convenient for me since I am the homeowner Ideal should not be randomly sending anyone to my home. Dont they have to verify that an adult will be there? Once again the technician knew he wasnt done . Thats why he was coming back the next day. He didnt do that so Ideal broke the deal by not keeping coming out and working the 2nd day for the agreed up on price of $4425.

  

  Business response

  12/11/2023

  As has been previously outlined, the scope of work ************** was quoted for involved a reroute of his main potable water line. The technician performed a slab leak test, which isolates the irrigation line from the potable water line feeding the home. Once isolated, by watching the water meter, the technician could verify the leak was inside the home, under the slab. The technician used a sonar listening device to locate the leak underneath the concrete slab. The compromised line is then isolated from the rest of the potable water system by finding each end located within the walls. The technician then cuts each end of the leaking potable water line and pressurizes the line to make certain it is leaking. The technician rerouted from the incoming side to outgoing line. This is scope of work that ************** was quoted for and agreed to, in the amount of $4,425.00. Once the job was complete, the technician discovered there was lack of water to an additional location, it was determined that it was fed from *** coming from under the slab. ****" being located under the slab is against code & not normal industry standard. There was no way of knowing there was ****" under the slab. The additional quote was to provide a separate line to feed the area of the home which had no water supply due to the illegally installed *** under the slab. The additional cost was offered at a 50% discount for what we normally price a job of that magnitude. The homeowner chose not to do the additional reroute needed. The re-route that he was quoted for has been fully completed. The homeowner is not entitled to a refund and in fact, still owes us the remaining 50% balance for the re-route price he was quoted and agreed to. Lastly, he was also not billed for the additionally discovery work that was performed to determine that there was ****" under his slab and how to reroute a new line to repair the issue.
  I believe you already have this information from a prior response but just to reiterate, the original work has been completed. The additional work needed due to the *** being located under the slab was denied. That bid was the additional cost the homeowner is referring to. 

  The work that was bid upon, was completed. ************** accepted the proposed amount with the scope of work outlined. His invoice is due in full. There is no discrepancy. 

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This contractor came in on 23 of January to repair leaking issue on my toilet but only came in to cut through my walls and never fixing anything also damage my ductwork than came back to fix the damage work and patch back the wall without even touching the toilet or fixing the issues of the water leak not only did they damage my ductwork but also never did anything to the problem theres been 4 technicians and nothing is getting done. There just damaging my home

  

  Business response

  02/06/2023

  To whom it may concern,
  
  
  ************** was sent to your home via your home warranty to explore a leak at your home on Jan 23.
  
  There were 2 leaks total. One from the guest bathroom upstairs which we opened access from downstairs closet ceiling and found microbial growth up to the subfloor,which we have recommended restoration services for immediately due to the health hazard for yourself and anyone in the home.
  
  The next leak is from the baster bathroom toilet down to the laundry room which we also cut access in the ceiling and found microbial growth present again but this bathroom subfloor is so damaged that it needs to be restored urgently due to the stability and health hazard.
  
  The technician did accidentally punctured a duct when creating access in your ceiling, but as promised we dispatched our HVAC techs immediately to assist and repair the duct. (Please see attached photos labeled Duct repair1-3).
  
  As previously explained to you, you need to have remediation done in the bathroom subfloor prior to the toilet being reset and re-sealed. Without this work being done, we cannot reset and seal a toilet with a damaged subfloor and microbial growth present.
  
  We do apologize for the inconvenience of the duct to your exhaust fan being punctured, however, we have repaired it and patched the holes at your home again via your home warranty company.
  
  
  
  
  
  
  
  Thank you,
  Ideal Services 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ideal services was contracted my my homeowner warranty company to fix a plumbing issue. one of our toilets was backing up. that request was filed with them on August 25th. they have sent a technician out 3 times, and each time they say they can't complete the job. they have removed the toilet, and it has been sit-in on that bathroom floor for over 2 months now. I have called several times. each time I am told that someone will contact me to figure something out. that never happens. they sent a supervisor out a couple weeks ago. he looked at the situation, and then told mw the same thing - someone would contact me to figure something out. this continues to drag on, and they clearly are not doing anything, and I still have a toilet on the floor in a bathroom that we cannot use now. please help. I am desperate to get this resolved, somehow. thank you!!!!!!!!

  

  Business response

  11/17/2022

  To whom it may concern, Ideal Services received a work order from your home warranty for a plumber due to a stoppage in a toilet and when we arrived, the plumber discovered a wall mounted toilet stoppage. Once the plumber reported the issue to your home warranty company, the issue is not a covered item under the current policy, and we were required to offer a retail bid. There was a price given and accepted as well as paid for, which our plumbers performed the work (ran a large snake and a camera inspection) that revealed the urgent need for a spot repair on the main line which will include excavation of the hallway. The home warranty company is not covering the bulk of the work, so until the payment or a deductible is obtained, we cannot begin pulling permits and performing any work at the home. We are ready to begin work as soon as tomorrow. 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ideal Plumbing services was assigned to us by ************ for our water heater replacement. 3.31.22 we were advised before the water heater is replaced the stand would have to be rebuilt. As a homeowner I thought I could do it; but I have multiple health issues, decided to hire Ideal to rebuild the stand. 1st of two issues began. 4.12.22 called Ideal spoke with Kalena who provided a restoration team - same day service. We paid $1464.66 that day for a rebuild. Alex just put drywall over the existing redwood which had water damage, mold and the drywall behind the wall had not even been addressed. The wood had not been treated nor replaced. He then showed me the work order on his phone; and said, "he could not see good" and spoke very broken English. I requested redwood be used as the replacement to which he agreed. He went to ********** and bought pine as directed by employer. He left after removing the existing water heater stand. 4.13.22 spoke w/owner Ron who stated pine was the industry standard & that the wood was treated they would never just put drywall over the old wood etc. No resolution. I purchasing a metal water heater stand assembled it, fixed the drywall and used fireproof material. After providing Ideal with proof via pictures I was told that we would owe an additional amount? Why we paid $1464.66 for work that was not completed. Ideal submitted a non-covered invoice to ************ for $835 but stated we owed an additional $953.39? After emailing and discussing this with Kalena multiple times the remaining $720 would be applied to our non-covered costs. 4.12.22 We then paid an additional $233.39. The water heater was replaced and worked 7 weeks until 6.1.22. We again had no hot water, warranty company paid them, I have paid them. Today is 6.9.22 was told we would get a call first thing 6.8.22 by Marcus. No one has contacted us - still no hot water. Opened up case with State of Nevada Contracting board yesterday.

  

  Business response

  08/28/2022

  Business Response /* (1000, 9, 2022/06/28) */ Contact Name and Title: ****** K***** Contact Phone: ********** Contact Email: ******@idealservices.com To whom it may concern, Ideal Services received your claim for a leaking water heater from FAHB on March 30, 2022. We called to schedule an appointment to render services that day, but got no answer. We received a call back on March 31, 2022 to schedule an appointment and we scheduled your appointment for same day services. Once our plumber arrived, he diagnosed your water heater and immediately called your warranty company for coverage and authorization to move forward with any needed repairs or replacements. The warranty company provided a partial authorization for your water heater replacement due to the type of policy that you hold with them, and then you had to pay out of pocket for your stand to be rebuilt. Your non-covered costs were reduced as a courtesy to you because we understand that unexpected costs like these are not always ideal for our customers to incur under such a short notice. The warranty company tried to reach out to you to go over your coverage and did not get an answer, so they reached out to us for our company to proceed with services if you approve of the out of pocket expenses etc. On April 5th, you spoke with our office manager whom explained to you in detail what was not covered and the total expenses for plumbing and restoration (if you wanted to use our company). The estimate was rejected and on April 6th, you spoke to a dispatcher and advised you had the stand rebuilt yourself and we requested completion photos in order to resend the plumber for the replacement. Our company reached out regarding your stand on April 8th with no response (we can't schedule an appointment to be fulfilled without confirmation of the work being completed prior to the appointment date). On April 9th, you called our office and spoke to dispatch asking for our restoration team to walk you through the process of a stand being rebuilt, materials needed etc. which was fully explained to you. On April 11th, you called our office saying you wanted our company to rebuild your water heater stand and that you were under the impression it was already completed but it was not. It was explained to you that we have a restoration team available for the services to be rendered through us directly and that we can go over pricing. (Attached is the phone call of you accepting and providing payment.) Once my restoration technician got to the home, there were two males present. He began tearing out the damaged stand and saw that the existing framing was able to be treated and sanded in order for him to rebuild onto the wood. As he started to rebuild onto the existing framing, the gentleman raised his voice and got extremely verbal with our technician. My technician called me and I notified him that if he did not feel safe in the environment, to leave and I will call the customer to notify we will not return until further notice. I received a phone call asking me why my technician left, and I notified that he was in an unsafe environment and I gave the OK to depart the home. Mrs ******** notified that they are upset because they feel that my technician needs to remove the framing and rebuild it entirely, I explained that is fine we will do it as a courtesy to get them hot water and I had my technician return. (This is now his third trip to the home.) When my technician was working, again, he was verbally attacked and being told he is not doing his job properly etc. The customers were accusing our technician of removing redwood and installing pinewood for the water heater stand framing, however, he removed pinewood and tried to re-install pinewood to move forward with the rebuild of the stand. My technician was told to leave so that they can rebuild the stand themselves, so he left the home again and did not return. (Attached is the phone call where I explained in detail what the costs incurred were for, also the email confirmation to the homeowner.) Amidst the constant back and forth with Mrs ********, her son called my office numerous times not aware of the decisions that she was making and being argumentative with me. I explained to him three times the decisions his mother made and he wanted me to explain to him how they could rebuild their stand and wait on the line. I notified that the stand needed to be a minimum of 18in, sheet rocked, fire taped and mudded in order to be considered "up to code". He understood and did not call back. Since then, I have not received any phone calls from the homeowner nor the homeowner's son regarding their claim. Moving forward, all information was given to the homeowner prior to work beginning, during and after as requested. Attached are all signed invoices including our most recent visit which, was denied by the warranty company. The inspection performed has not been failed, it shows that no one was available/ready.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ideal Services installed a defective air handling unit on my property a month ago and it's still not working as of today. Technicians come and go but the unit keeps failing. No supervisor has ever contacted me even after multiple requests. After contacting my insurance company I discovered Ideal Services never informed the insurance company of the unit replacement and have so far refused to provide me copies of the building permit(s).

  

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/03/08) */ Reviewing your file, there was no "defective" unit installed at your home. A new 4 ton gas package unit was installed. Your existing thermostat wire caused a short on a 5amp fuse, which we did replace and then proceeded to replace your thermostat this morning March 8 2022. I do apologize that you have not been contacted by a supervisor, if you would like to call my office and request to speak with one you are welcome to ask for Jessica and she can assist you with any further concerns. There was no refusal of a permit being provided to you, it has been sent to the email on file. Please check your junk folder, there are times customers notify me they go there. Should you have any questions regarding your permit, Kalena can assist you in the office. Consumer Response /* (2000, 8, 2022/03/09) */ Ideal Services finally completed the repairs 3/8/22. the system is operating at this time.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have a home policy with ********************. About 8 weeks ago, filed initial electrical ticket with *** for issues with lights in my kitchen. I had replaced all light bulbs with LED bulbs two years ago. Light bulbs have five year warranty. But they had started going out, not burning out all at once, but flickering. *** assigned Ideal Services, which sent out a guy named Julio. Julio said I had bought cheap light bulbs. He refused to even look at the wiring as I specifically requested. Less than a month later, still under warranty, it happened again. New ticket, and I asked *** not to send Ideal Services. They did anyway. When I got the scheduling phone call, I specifically asked Ideal Services not to send Julio. They did anyway. Julio showed up and once again refused to check wiring, blaming it on the light bulbs. Please note, light bulbs were NOT cheap. Purchased at **********. The brand has a 4.75/5.0 rating with thousands of customer reviews. Julio said he would not even look at wiring unless I bought ** light bulbs and replaced all of the "cheap" light bulbs. This response made me very angry, but I did anyway. Bought ** light bulbs and paid someone $55 to remove and replace all eight light bulbs. I'm almost 67 and cannot get up on ladder. That was yesterday. Everything worked fine through the evening. Got up this morning, came downstairs, turned on kitchen lights, and seven of the eight made popping sound and burned out immediately. ** light bulbs. This company needs to fire Julio, but more importantly, they need to make me whole. I am contacting *** as well. I want the $75 service fee refunded. I want the cost of the new light bulbs refunded. I want the $55 paid to replace the light bulbs refunded. And I would like some sort of compensation from Ideal for not having repaired properly the first two times. I am so angry I can hardly see

  

  Business response

  06/15/2022

  Business Response /* (1000, 5, 2021/11/08) */ Thank you for taking the time to share such a detailed review about your recent experience. We have done some research into the technicians visits to your home and found that on both visits in September, the technician found bad light bulbs. In one instance, you even moved one of the flickering light bulbs from the kitchen to the hallway and had the same issue with the light bulb. While led lights do have some great advantages over the older incandescent bulbs, some recessed light fixtures have heat sensors that do not work properly with all led light bulbs and some bulbs do not work with dimmer switches. Although you stated you purchased ** light bulbs from ********** and had issues again, I recommend you return the bulbs and have one of the store associates assist you in selecting an appropriate bulb for your use. I called on Friday and offered for one of our other technicians to return to your home once you exchanged the light bulbs at the store you purchased them from, but you declined. Consumer Response /* (3000, 7, 2021/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) No! Your "technician" has put forth the least amount of effort in resolution of this matter. He did NOT check anything. He had made up his mind from the outset that the problem was the light bulbs, and not the wiring, circuitry, or any other electrical issue. He extended ZERO effort towards problem resolution. I followed his instructions to the letter and purchased ** light bulbs as he demanded. That did NOT solve the issue. When you offered to send a different technician, you were still leaving me with 100% of the responsibility for returning the light bulbs ***that I purchased at your technician's insistence!****, and obtaining new light bulbs before you sent someone else out. This seems to be Ideal Service's process. Put all the blame on the customer, do minimal effort, and collect fees from ***. Business Response /* (4000, 15, 2021/12/07) */ We have put forth every effort to try to remedy this situation. We have been out to your home multiple times at no additional charge. The bulbs you purchased are non-dimmable LED bulbs that will not work with the dimmer you have in place. We offered to come out and install the dimmable LED bulbs at no cost but you refused. You paid to have another company out. This is all something that your warranty does not cover. We were doing this as a courtesy. Yes, we would need you to exchange the bulbs as you are the purchaser. You have continued to bad mouth our company in an attempt to force us to cover the cost of your bulbs. That is something we simply will not do. We have been nothing but cooperative and instructional on how to remedy this situation. Moving forward, if you wish to continue to use that dimmer switch you will need dimmable light bulbs.

• Initial Complaint

  09/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our residential water heater went out and our home warranty company (************) sent out a service provider to inspect and provide an estimate. No work was contracted. When the home warranty rep called and reviewed the estimate with us, there was a charge for new earthquake straps. I asked why and was told it's a code violation not to have them. After some discussion I went into the garage to investigate. Dwayne, the representative of Ideal Services had taken it upon his own to slice our like new, reusable nylon earthquake straps to pad his work order. We called Ideal Services and had the home warranty rep call ideal services, but they refused to a) apologize for over stepping their authorization, and b) to reduce our estimate by the cost of the new straps ($65 x 2 = $130). Needless to say, we have selected another service provider, but would like an apology and reimbursement for the straps they cut. Their business practices were fraudulent and deceptive. Thanks

  

  Business response

  04/07/2022

  Business Response /* (1000, 5, 2021/09/28) */ Ideal Services was contracted by the home owners home warranty company for a water heater that was leaking from the tank. When the technician arrived at the home, the owner had the water turned off to the water heater and a coffee container under the pipe to collect the leaking water draining from the tank and drain pan. The home owner signed the invoice allowing Ideal Services the right to start work at the residence for the leaking water heater. The technician needed to completely drain the water heater to prevent secondary damage. In order to do this, the technician needed access to tilt the water heater. The earth quake straps were tightened to the point that they were not able to be loosened so the technician cut the straps in order tilt and drain the water heater. The technician also looped the water at the water heater so the water could be turned on giving the home owner water at her facilities. Ideal Services was not trying to pad their bill as claimed by the home owner. As a licensed contractor dispatched by home warranty company for a leaking water heater, we have the responsibility to take preventative measures to ensure secondary damage does not occur. We previously contacted the home owner to provide them with a set of earth quake straps as a resolution to this complaint but they refused. Consumer Response /* (3000, 7, 2021/09/30) */ Thank you for the update. The response provided by the contractor is inaccurate. The contractor in question was dispatched to provide an estimate, not to complete any unauthorized work. Second, cutting the straps that secure the unit to the wall, in no way improved the safety of the situation, in fact just the opposite. The contractor did attempt to provide replacement straps, but not until after another contractor completed the job, including replacement straps. I feel that reimbursement for the straps that were destroyed, at the rate quoted by the contractor, is a fair resolution. Thanks a gain Business Response /* (4000, 11, 2021/10/12) */ When a home warranty company dispatches a work order to a contractor, it is sent with a minimum preauthorized limit to perform necessary services; especially when leaking water from a pipe or water heater is the reported complaint. This preauthorize limit is to permit the technician to complete a diagnosis of the situation and reduce the risk of secondary damage. The technician had the homeowner sign the invoice for authorization to start the work. This permission allowed the technician to diagnosis the water heater, drain the water heater (which required the straps to be cut due to how tightly they were fastened to the wall) and loop the water so it bypassed the water heater. While there was some risk involved by cutting the earthquake straps, the technician onsite felt that the draining of the water heater to prevent water damage outweighed the risk of a possible earthquake happening prior to the installation of a new water heater. We have not charged the homeowner for the services that were completed and Ideal Services will not be paying for the one time use straps that were cut at the authorized visit to the home.

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