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We arrived to look at a leaking water heater. We made that repair for the Roberts. We also made the Roberts aware that her circulating pump was hot to the touch. The technician asked how old the equipment was and the Roberts told our tech that it was original to the home and this was well past the age of needing to be replaced. The tech let them know that the pump was on the verge of failure and needed to be replaced. This is the "upsell" she is referring to. That equipment did end up failing and she wanted us to replace it claiming that we had worked on it prior to it failing. We had not previously worked on this equipment. We had not so we reminded her of what the tech recommended on his last visit and gave an estimate to replace the equipment. She was upset that we would not perform the work for free. We did not put them off as she states. We actually squeezed them into an already full weekend schedule and our call taker told them ahead of time that it may be late evening before we could get there. The most recent repair we made to the heater is working.

Benjamin Franklin Plumbing of Tyler & Longview, Texas commented on 10/09/2017