Button Plumbing & Heating

May 8, 2017Button Plumbing and Heating, LLCBus License # [redacted]15027 130th Ave SERenton, WA 98058RE: Letter of Complaint noted as ID # [redacted]Revdex.comP.O. Box 1000DuPont WA [email protected] Whom It May Concern:In response to the complainant, there are many facts that have been left...

out. The customer did call on Friday April 28th at about 1:00pm, and I had just changed the message on our answering devise to advice that our office was closing for the day and we would be returning on Monday at 7:45am. Since I was still here I did answer her call, and did advise her that we were indeed closing, and that I could not make an appointment for her as we were undergoing a computer issue and could not access our appointment book. I did state that I thought that I MAY have an opening Monday or Tuesday, but could not confirm that at the time, and IF I came into the office on Saturday I would call and let her know if it was indeed possible. I did not come in on Saturday. The office is not open on weekends.The complainant, called on Monday morning May 1st, and spoke with the office assistant, and actual scheduler, and was told there was no openings until Thursday, she became upset, and demanded to speak to “the person that told her she had promised her an appointment”, the office assistant came to me and stated that this customer was “irate” about not being on the schedule. I took the call, and tried without success to explain that I was incorrect in there being time on the schedule, and that I was sorry, and also apologized for not calling her on Saturday, but I did try and explain that I made no promise for the Saturday call, only if I came into the office would I call her, but she was too upset to hear that. I did set up an appointment for May 2nd Tuesday at 7:00am, which was a full hour before our normally scheduled appointments, to try and appease her. She was reluctant in accepting the early arrival, but agreed after me repeating it was the only time I could give her. On three occasions during this conversation, I gave her the option of calling other companies; she wanted Button Plumbing, as apparently we had done work for other family members. Jim, the owner, and journeyman, arrived on site at 7:00am, he provided and installed a new garbage disposal to her kitchen sink and hooked up the drain. The dishwasher had already been hooked up by someone else, but was loose in the cabinet space. When her new counter tops were installed, they did not provide or install mounting strips to the dishwasher, so it could not be mounted properly. Jim adjusted the legs of the dishwasher to “snug the dishwasher tighter in to space”, this was his only option, at this time the door did shut. This was not a new dishwasher, as some new dishwashers come with side mounts so they can be secured that way, her dishwasher did not. In retro-spec, he should have just informed her that securing it was not something he could complete and refer her to someone that could, or for her to contact her counter installer to rectify the issue. Hind sight is always 20/20Jim was on site for more than one hour. Our hourly rate is $135.00, there is no travel charge or service fee, and the clock starts when we arrive, and we do have a one hour minimum. She was charged for one hour of labor, as well as for a new garbage disposal including fittings.When she called two days later to complain about the door latch issue on the dishwasher, I offered to have Jim return that evening, informing her it would be after 5:00pm, she wanted a promise of before 6:00pm and I told her I could not promise that, I offered another time of Saturday morning, and she refused that time as well, stating she would be out of town. At this point, she was again upset, demanding another option, and now I am VERY frustrated, and stated (not nicely) “I have given you two options, neither were convenient for you, what do you suggest?” Now she is very upset, and I decided to tell her that I would call Jim, find out if he had another option or idea and I would call her back. She accepted this. I called Jim, and connected him to a three way conversation with the complainant, and through this conversation she was insistent, that the dishwasher installation was part of the work that she paid for, and that Jim needed to “do the installation correctly”, he told her that really it was in the countertop installers scope of work, not a plumbers, and she would not accept it, and he did tell her that he would go to McLendon’s Hardware, and see if he could purchase the needed materials and return and install it for her, and that he would call her in the next day or two and come out. Complainant called the next day and stated she was ordering the part herself and would have her husband install it.We have been in business for nearly 31 years, this is the first complaint through the Revdex.com. We do try to please our customers, and unfortunately that is not going to happen 100% of the time. I am sorry she felt short changed in the way she was treated by me. I am however grateful that she was happy with the actual service provider. Sometimes things happen and there just isn’t a good outcome. For this I do apologize, my demeanor can come off as abrasive and I take ownership of that.Regarding her request of a refund, I do not agree that one should be made for reasons outlined above, we did provide her with a new disposal, and installed that disposal and hooked up her kitchen sink drain. Those are services that we were hired to do and completed.I will however refund her the labor charge that she is requesting as a customer courtesy for the way she felt she was treated by me and not for any other reason. The charges were more than reasonable for what was completed.If you have any further questions please feel free to contact us.Sincerely,CaroleButton Plumbing and Heating, LLC425-271-4289[redacted]@buttonplumbingco.comcc: James , ownerRyan, operations manager