Excel Plumbing

Complaint: [redacted] I am rejecting this response because:The technician tightened the filter housing on the new unit to a measure beyond my ability and strength to removeI have been changing this filter for years, and have never had a problem removing the unit until the technician installed the new oneI only ask Excel to please come to my home and loosen the unit which they had installed, so I could replace the filterSincerely, [redacted] ***

At the time of the initial service call, our Plumber provided options to the customerFirst option was for the repair of the hose bib and second was for the replacementWe advised the customer there is no warranty for the repair of the hose-bib because it is unknown how much longer the hose bib would operate and we highly recommend replacing itThe customer decided to pursue the cheaper optionAttached are options that were provided to the customer on the day of the initial serviceThe customer SIGNED the invoice for the work that was performed clearly indicating that there is no warranty on the repairIn regards to the pricing, we provide very competitive and fair price for a licensed, bonded, and insured Plumbing CompanyThe prices for both services were given UP FRONT prior to beginning any work

At the time of the initial service call, our Plumber performed rodding of the sewer line and determined that there are problems with the sewer line beyond the extent of regular roddingThe homeowner was advised that there are issues with the sewer line that need to be further investigatedSince sewer rodding will not resolve the issues at hand, we were not able to provide a warranty for the work that was completedUnfortunately, due to heavy rain in the next few days, the customer was flooded due to a problem with the sewer lineAt the time of the second service call, our Plumber issued an estimate to the customer that included both rodding and video inspectionThe intent of the estimate was not to redo our work but to further investigate the cause of the problem as originally discussed at the time of the first service callThe customer was displeased with the estimate and the additional work that needed to be doneWe have reached out to the customer and attempted to resolve these issuesIn order to satisfy the customer, we have offered to perform the estimated work free of chargeUpon offering the customer to have the work done for free, the customer stated they want to think about what they will do next

We do not owe nor hold any Customers' money for any reasonI understand that the Homeowner may be frustrated since this was a difficult and lengthy project and that multiple attempts were made to correct all issues to satisfy the customerUnderground excavations are difficult projects and there are many unknown variables that can occur while diggingOur proposal stated that we are not responsible for any Landscaping work which includes Irrigation SystemsHowever, I understand that we damaged the Irrigation line while diggingWe made every attempt possible to repair the Irrigation System for NO CHARGE while any other Contractor would be issuing a Change Order Invoice for repairAt this point, the Homeowner hired another Contractor without our knowledge and is now attempting to have us cover his billIf we were told about any issues with our work, we would have completed the service under warranty for no additional charges even though we never charged for the work in the first place

Excel Plumbing has spoken with the Customer and the complaint has been resolved

The sewer repair was completed at this property on an emergency basis and the customer was advised that we will backfill the excavated area with only the soil that was removed in order to expose the underground sewerThe customer was also advised that landscaping restoration was not included in our
scope of workOnce we backfill the soil, it typically takes a few weeks for the ground to settle at which point a Landscaping contractor simply adds more soil to the excavated area if necessaryUpon completion of the sewer repair, the customer was not pleased with the look of the landscapingAs a courtesy, we advised the customer we will return to add more soil for no additional charge even though Landscaping was not included in our scope of work. At this point, the Northwest Suburbs received a tremendous amount of rain and a large amount of people were dealing with emergency situationsNorthwest Suburb residents were being evacuated from their homes and many homes were in the process of flooding or already had standing waterWe asked to please be patient while we are helping other residents with real emergenciesOnce the emergency situation is under control, we will resume business operations.Per the customers' request, the landscaping has now been completed and the extra yard of soil has been added for no additional charges.We strive to maintain our customers satisfied throughout their entire situation and work as quickly and efficiently as possibleWe hope that at this point, the customer is satisfied with Excel Plumbing and the work that has been completed at the property

Complaint: [redacted]
I am rejecting this response because:  One, they did not highly recommend one over the other, in fact that is a lie, while their price was not competitive, in fact,  as a competitor to them replaced the entire hose bib and did it in a non-conspicuous area for half the price that they wanted to charge me, while it would've cost me three times the price to have them do both jobs so they are lying, they are just dishonest, this is a disgrace as I had to waste another day for them waiting and waiting then to get a phone call from them that they wouldn't come out to do it unless I paid them another $450 yeah that's a joke this is not satisfactory practices....The new company said they would've given me credit for the work that they did and would not have charged me to come out again so you see they don't treat people fairly as other businesses. Oh and they didn't tell me anything about the non warranty until after they completed the first job and after the took payment! They are NOT being truthful!
Sincerely,
Timothy [redacted]

At the time of the initial service call, our Plumber provided 2 options to the customer. First option was for the repair of the hose bib and second was for the replacement. We advised the customer there is no warranty for the repair of the hose-bib because it is unknown how much longer the hose bib...

would operate and we highly recommend replacing it. The customer decided to pursue the cheaper option. Attached are 2 options that were provided to the customer on the day of the initial service. The customer SIGNED the invoice for the work that was performed clearly indicating that there is no warranty on the repair. In regards to the pricing, we provide very competitive and fair price for a licensed, bonded, and insured Plumbing Company. The prices for both services were given UP FRONT prior to beginning any work.

At the time of the initial service call, our Plumber performed rodding of the sewer line and determined that there are problems with the sewer line beyond the extent of regular rodding. The homeowner was advised that there are issues with the sewer line that need to be further investigated. Since...

sewer rodding will not resolve the issues at hand, we were not able to provide a warranty for the work that was completed. Unfortunately, due to heavy rain in the next few days, the customer was flooded due to a problem with the sewer line. At the time of the second service call, our Plumber issued an estimate to the customer that included both rodding and video inspection. The intent of the estimate was not to redo our work but to further investigate the cause of the problem as originally discussed at the time of the first service call. The customer was displeased with the estimate and the additional work that needed to be done. We have reached out to the customer and attempted to resolve these issues. In order to satisfy the customer, we have offered to perform the estimated work free of charge. Upon offering the customer to have the work done for free, the customer stated they want to think about what they will do next.

Initial Business Response /* (1000, 6, 2015/10/23) */
Contact Name and Title: Natalie, [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@excelplumbing.us
The customer has gotten her reimbursement for her expenses. We have gotten in contact with the her and resolved all issues. ...


Initial Consumer Rebuttal /* (2000, 8, 2015/10/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the $580 requested

We do not owe nor hold any Customers' money for any reason. I understand that the Homeowner may be frustrated since this was a difficult and lengthy project and that multiple attempts were made to correct all issues to satisfy the customer. Underground excavations are difficult projects and there...

are many unknown variables that can occur while digging. Our proposal stated that we are not responsible for any Landscaping work which includes Irrigation Systems. However, I understand that we damaged the Irrigation line while digging. We made every attempt possible to repair the Irrigation System for NO CHARGE while any other Contractor would be issuing a Change Order Invoice for repair. At this point, the Homeowner hired another Contractor without our knowledge and is now attempting to have us cover his bill. If we were told about any issues with our work, we would have completed the service under warranty for no additional charges even though we never charged for the work in the first place.

I called several plumbers and Excel responded immediately. [redacted] was professional, efficient, and saved me money. He only fixed what was necessary and checked all my faucets before he left. He gave me some pointers on prevention and was friendly with my stupid puppy. I would use them again and ask for [redacted] if allowable.

I don't have to tell you what a relief it is NOT to be a victim of bad business practices which usually happens to me. My experience with Excel Plumbng was extremely professional and extremely pleasant. They give you an estimate that they stick with and there are no "surprise" charges as you go along. The work was done in a timely manner and the plumber took the time to explain what was wrong, what he was doing, and what else would be needed so that the problem I was having wouldn't happen again. No on-the-spot pressure to accept his advice. I liked that.

Now I can say, "I have my own plumber!" because I will always request the same great, reliable, trustworthy, friendly person to come to my house if I have another problem. I'm a lifetime customer!

Thank you, Excel!

Complaint: [redacted]
I am rejecting this response because:Excel still doesn't get it.  We aren't asking and have never asked for them to pay the other company's bill.  Excel, ON THEIR OWN ACCORD, had ALREADY offered us a refund of $200 and and we had already accepted it.  Then they went back on THEIR word.  That is where our issue lies with them at this point and the sole reason this was opened as a Revdex.com complaint instead of a review.  If they deny that they had already extended a refund to us then they are downright lying about it and there's no further any of us will get at this point.  I'm not asking for anything that wasn't already agreed upon by both parties.
Sincerely,
Candice [redacted]

10/12/2015 through ANGIE'S LIST: $50 VOUCHER BECAME $50. Appointment 10 am no show and when I called and I was told it to be in-between 10am-12pm. By 1 pm no show and I called the office again and I was told he had a tire problem. Then a show-up by 130 pm, no apology, with my daughter and grandson here who helped me all morning with the setup of three TV's. We intended to go for lunch afterwards but because of the plumbers late showing our plans were cancelled. Plumber: arguments what he can do and will charge and what he can't do: Installing of two security/grab bars I had requested with my order/purchase. He finished the job but not to my satisfaction: Water level much to low, half of the tank only, plus he did not have to use flapper closing which I had bought like all the parts involved. He intended to take it along, probably using/installing it at the next job when one is needed and charging a customer for labor and parts. Guy's name: Damian, very dirty shoes all over my stairs and in the bathroom, ?, through the tire change?, also very dirty hands but it looked more like the hands get never washed.
Do I like to see a guy like it again? No
Added: Then I received per email a bill showing I owe them $100 and they supplied the parts which is not true either. After a call to Excel I was told it is a wrong bill sent to me, a corrected copy will be forwarded.
NEVERTHELESS, a negative experience every way I never have had before with service calls and it has been many before now being 78 yrs. old, disabled, otherwise I might have done the job by myself as I have done before some years ago.