Confirmation Message *Business Name:* Aquality Plumbing Works *Review:* I am a home owner and unfortunately the bank who financed my bond is using Aquality Plumbing Works for repairs

Hi Liana, I hope you are well. I am very sorry to hear about your unfortunate situation. I will have to find out exactly what your situation is and what was done by us. May I also use this opportunity to apologize for any inconvenience caused.
With a ball-valve geyser there is always a possibility that the ball-valve can become faulty for various reasons, one of the main reasons is water quality, which we unfortunately have no control over. If the municipal supply line burst and the municipality repairs the pipe, there is always a lot of dirt that gets into their pipes. Once the water supply is restored, this dirt moves inside the municipal pipes and then to households, where the dirt then causes problems with ball-valves in geysers, toilets, blocks washing machine filters and mixer filters as well as the pressure regulating valves of pressure geysers. This is a common and frequent occurrence. Clients also ask why it is happening now, when it never happened before? It is difficult to say, but the most prevalent reason is that the municipal pipes have become old and burst more frequently than before.
In the case of come-backs with the insurance companies jobs or claims. We do not get paid every time we go to the client. We only receive the initial replacement/ repair fee, thereafter it is handled as a come-back and we receive no additional payments unless there is another, separate claim.
Clients hold us responsible for product failure, although we don't have a choice of manufacturers nor do we have any participation in the manufacturing process, we are just the installers of products that we buy, however we are the service providers that the client associates with their problem and automatically think we are delivering faulty workmanship. We can't always use the best possible quality product available, because of pricing and availability of products, specially at this time of the year, which is a huge problem and even if we do use the best quality product, it will still become faulty if the water quality is poor.
Please accept our apology and be assured that we always try do give the best possible service to our clients that we can. I will be investigating your case and what branch assisted you. Thank you for bringing this to our attention. We are very grateful for having the opportunity to respond to your complaint on a public platform in a transparent manner. Yours truly