Dutton Plumbing, Inc.

Had an after-hours issue with a water heater. Tried two other plumbers before I was able to get an emergency response from Dutton. Andrew E. was the service rep who responded. He was responding from Ventura so I understand the delay. He was extremely helpful and up-front. No hard sell or anything like that. He completed the job in a very expedited and efficient manner. He was very professional and courteous. Overall, a very positive experience.

Brian S. was very knowledgable and friendly. He was able to tell me exactly what and how to fix the problems we were having. He also checked through other areas in our home to be sure everything was working correctly. He was very neat and clean and fixed our problem drains in a surprisingly short period of time. I would and have used Brian on other occasions to fix my plumbing problems. He is definately an asset to the company.

Review: Late last week I determined I had a slab leak in my hot water line. I called Dutton from the phone book and they sent out a representative (plumber). The Plumber confirmed a slab leak in the hot water line and called a source to find the specific leak location. The Plumber waited at the house and worked with his source to locate the specific place of the leak. I was charged $439.00 for the outside service Dutton used. The Dutton plumber was here for 3 total hours. The hot water was shut off for the work was scheduled for Monday. The verbal quote was for $3809.00. Plumber and his helper arrived on Monday at 10:00 am. One tile was removed (15" X 15") and concrete was jack hammered to expose the leak in the pipe. The pipe was repaired and the hole was filled and concreted over. The plumber and his helper finished and left at 3:00 pm. Monday totaled 10 man hours minus 2 hours for lunch or 8 total man hours. After cupon adjustments I was billed and paid with a credit card the amount of $2898.00 Total time to complete the job was 11 man hours. Material cost for a 6" piece of copper pipe, 2 sleeves, ready mix concrete, gas, solder and flux estimated at $10.00. $2898.00 minus $10.00 = $2798.00 for labor. $2798.00 divided by 11 man hours = $254.00 per hour for labor charge. I FEEL I WAS GROSSLY OVERCHARGED!!! I spoke with a co. representative named Vincent at 844 546 0355 X-107 who could not justify that labor charge but said that's the way they contract work with an upfront total quotation. If this were quoted as a "Not to exceed price" I would understand, but this was a hard quote and no adjustment could be made. Local labor charges on the high end in Ventura are $70.00 per hour.Desired Settlement: I would request an adjustment be made to the billing and a refund issued commensurate with the work provided to include materials ($10.00 estimate) and a check issued in a agreed upon amount that would more closely reflect the time and materials required to do the job. I am willing to go overboard and target a total fee of $1500.00 maximum to include labor, material, and leak detection services. I will personally pick up the refund check at the Dutton Corporate Office in Simi Valley that day.

Business

Response:

My name is S[redacted] and I will be taking point on your issue from here on. I have spoken with both Vincent and the owner Mr. Dutton about your concerns. After reviewing this with both of them, we want to try to work with you on this as much as we can and make sure the job and price are both to your satisfaction. Please contact our office any day before 3 pm and ask for S[redacted] and I will help you resolve this. I will be waiting your call. Thank you.

Review: Dutton Plumbing came to my home on 12/17/2013 for a repair on my sprinkler system that had a leak. I was price gouged for over $900 for less than 2 hours worth of work. I believe this happened because of discrimination since I am an older woman who was home alone at the time. I was made to feel that I had NO CHOICE but to pay the outrageous amount.After researching this issue I found that I was NOT the only person this had happened to. I also found out that I was lied to about the cost of the parts that had to be purchased to make the repair.Desired Settlement: I believe that the work done added to approximately $325 plus tax. Ant amount I was charged over that should be refunded in all fairness.

Business

Response:

Im sorry you feel that way about the service and I assure you we are looking into the matter for you. I assure you customer service is important to us and we want to make sure we did not document anything improperly or get you anything you didnt need. My goal is to make sure we were able to solve your problem and make sure you are happy with the service provided. Since that is not the case I will have our Customer Service Manager call you as soon as he is available and see what we can do to help you out. Thank you for bringing this situation to our attention.

Excellent.

My experience with workman Jay recently was excellent when he put in two segments of the sewer line.

The Dutton team communicated their arrival time well.

They had new power equipment for yard/pool drain cleaning, and knew how to use it. An added benefit was a camera inserted to view the problem area, and use an above ground sensor to mark the location of the problem.

While I am attempting the fix myself, I will gladly bring them to finish the job if beyond my DIY capabilities.

The service technician, Elias, arrived on time. He was very pleasant and professional.

Ramiro @ Dutton Plumbing was very professional, on time and very helpful with all our needs. We definitely recommend Dutton for all Plumbing situations.

Excellent customer service, and professionalism. These people are masters at what they do. I have used their services several times now, and every time they had delivered the same quality service.

Ramiro with Dutton was quick and provided great service. He did a great job and was very professional.

I found the leaking pipe in front of my house. I called dutton's plumbering and they responded right away. Marc is the technician, he was very professional, explain to me what was the problem and how he is going to fix it. Everything is back to normal. I also join as a lifetime member not only having discount every time for the job and also they will come in once a year do the annual inspection for the house.

It really gives me peace of mind, I will strongly recommend them to my friends.

Very clean workers and did good job installing a new cartridge, which I supplied, in my shower. Used shoe covers to enter house to protect inside flooring.

Steve F handled my call this morning and was very professional and courteous, and explained everything to me very clearly.

David with Dutton Plumbing was extremely professional. He worked fast and efficiently and left the job site clean. He helped to make a big water heater problem really painless. We are very happy with his work

Review: Dutton plumbing was contacted at about 3 pm on the 10/24/13 for a job,locating leak and repair of leak.Plumber showed up about 4:45 pm and quoted approx. $580.00 for just locating a leak. My mom signed off on this and ok'd the plumber to locate leak which took him a couple of hours to locate leak. After the leak was officially located in the office, plumber sat down with the flat-rate book and gave my mom a $3,743.65 quote , an exorbitant amount, to repair leak. The statement by the plumber, that are insurance will pay for it and that he knew how to word it on the paperwork so insurance would cover it, assured us this was a fair quote. Turns out the insurance wont cover it at all except the carpet if it needs replacing, which it doesn't. I'm writing this for my mom who I feel got ripped off and was in a jam late at night since the plumber took so long locating leak, the reason i'm reporting it to Revdex.com because statements about my moms insurance and that the insurance will cover the exorbitant amount is false,misleading and erroneous statement.Desired Settlement: We would like some of our money back. My mom has no problem paying for the work that was done, but the exorbitant amount of $3,743.65 that she payed based on the false, misleading statements by plumber that insurance will pay for it, was deceptive.

Business

Response:

We received a call about this earlier and we have been looking into what the technician said while he was there. You are right, there should never be a time where anyone guarantees insurance will pay for a claim, even if our technician is confident it is something that should be covered by insurance. That decision ultimately falls to the adjuster and while we will provide whatever evidence we can to help our customers with insurance, we can never make that kind of promise. We are also having a field supervisor look into the price to verify that it is the correct price from our price book. Our customer service manager has spoken to your mother about this as well as the insurance company, but if you would like us to discuss the matter with you as well, please give us your contact information and we can keep you updated as well. Thank you for bringing this situation to our attention.

I was pleased with the work that was done.

Dutton Plumbing is the only company I would use. Their technicians are extremely professional, knowledgeable and complete the repairs in a reasonable time. Scheduling staff keep you informed and reminded of appts and work to accommodate any unexpected changes to the customer's schedule.

Dutton Plumbing's Ken [redacted]responded promptly to my request for a plumber to fix a sewer stoppage at our residence. It turned out to be more complicated than either of us thought, but Ken solved the problem quickly and efficiently and was more than fair in charging for the work. I highly recommend Dutton Plumbing and Ken [redacted]for fixing plumbing problems.

David W. came when the dispatcher said he would, explained everything in a concise and fair manner and did the work in a timely manner and very professionally. He also was pleasant as well as competent. We were grateful that Dutton was able to accommodate us on the same day as our heater failure occurred !