Response: We received an after hours call from this customer advising they were having drainage problemsWe did respond immediately, but were unable to locate a clean out for the sewer linePer the customer's request, it was decided that we would have a crew return the following morning in order
for the customer to avoid being charged after-hours ratesAs promised, we returned the following morningAt this point, we were still unable to locate a clean out or the main sewer lineWe ran cables through the roof vent (of a 2-story home, which we had to carry a 150+ lb sewer machine and cables up a ladder to get to), and were able to locate the main lineOnce this was done, the main line was excavated and a clean out installed for future drainage problems, as simply clearing or snaking lines to remove tree roots and clogs is a only a temporary solutionAfter the clean out was installed, and lines snaked, all fixtures were draining properly with exception of the showerWe then snaked the shower drain directly with a power snake, and it was draining properly upon completionThe customer paid for our services, and did not voice any concerns or complaints about the service or the billApproximately one week later, the customer called our shop and advised that they were having drainage problems againThe customer was told that we would send a truck out there as soon as we had one available, as all crews were on other jobs at that time, and this is operating proceduresWithin minutes of this call, the customer's husband called back extremely angry, stating that sending a crew to their home as soon as we have one available is not acceptable and they want someone there RIGHT NOWI understand that it is frustrating to experience problems with your plumbing or other systems in your home, but I don't believe it's reasonable to expect us to drop everything and leave other customer's jobs unfinishedThis was not an emergency situation, and we would've returned as soon as we possibly could haveAs far as the quality of the work, it was done to industry standards by a licensed Master Plumber, and the charges were in line with what any other local company would've charged for the same scope of workThere were zero complaints made about the service or the charges until a week later when we wouldn't drop everything we were currently working on and return to the residence when the customer demandedAs far as not being "allowed" to speak with a manager, the only person in the shop at the time the call came in was our shop specialistShe immediately relayed the message to the owner, who was actively working on a job site at the timeWithin an hour or less, before he was able to return the complaint call, the customers proceeded to leave multiple slanderous reviews on different online sites, and advised they were contacting the Revdex.comAt this point, it was clear that we were not going to be able to have any kind of reasonable conversation or the opportunity to address the issue they were havingI apologize that the customer wasn't happy with our service, and I am glad they found another company to better fit their needs
Response: We received an after hours call from this customer advising they were having drainage problemsWe did respond immediately, but were unable to locate a clean out for the sewer linePer the customer's request, it was decided that we would have a crew return the following morning in order
for the customer to avoid being charged after-hours ratesAs promised, we returned the following morningAt this point, we were still unable to locate a clean out or the main sewer lineWe ran cables through the roof vent (of a 2-story home, which we had to carry a 150+ lb sewer machine and cables up a ladder to get to), and were able to locate the main lineOnce this was done, the main line was excavated and a clean out installed for future drainage problems, as simply clearing or snaking lines to remove tree roots and clogs is a only a temporary solutionAfter the clean out was installed, and lines snaked, all fixtures were draining properly with exception of the showerWe then snaked the shower drain directly with a power snake, and it was draining properly upon completionThe customer paid for our services, and did not voice any concerns or complaints about the service or the billApproximately one week later, the customer called our shop and advised that they were having drainage problems againThe customer was told that we would send a truck out there as soon as we had one available, as all crews were on other jobs at that time, and this is operating proceduresWithin minutes of this call, the customer's husband called back extremely angry, stating that sending a crew to their home as soon as we have one available is not acceptable and they want someone there RIGHT NOWI understand that it is frustrating to experience problems with your plumbing or other systems in your home, but I don't believe it's reasonable to expect us to drop everything and leave other customer's jobs unfinishedThis was not an emergency situation, and we would've returned as soon as we possibly could haveAs far as the quality of the work, it was done to industry standards by a licensed Master Plumber, and the charges were in line with what any other local company would've charged for the same scope of workThere were zero complaints made about the service or the charges until a week later when we wouldn't drop everything we were currently working on and return to the residence when the customer demandedAs far as not being "allowed" to speak with a manager, the only person in the shop at the time the call came in was our shop specialistShe immediately relayed the message to the owner, who was actively working on a job site at the timeWithin an hour or less, before he was able to return the complaint call, the customers proceeded to leave multiple slanderous reviews on different online sites, and advised they were contacting the Revdex.comAt this point, it was clear that we were not going to be able to have any kind of reasonable conversation or the opportunity to address the issue they were havingI apologize that the customer wasn't happy with our service, and I am glad they found another company to better fit their needs