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Frey Plumbing Co LLC

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Frey Plumbing Co LLC Reviews (1)

In response to the Revdex.com Complaint ID ***, filed by *** ***, we would like to provide a detailed description of our interaction with Ms*** in regard to the repair referenced and prior service visitsMs*** *** initially called on May 2nd requesting a
service call to repair a two handle tub and shower valve that was dripping from the spoutDuring the conversation regarding the plumbing issue, *** at Frey Plumbing asked Ms*** if she could forward a picture of the valve to his company cell phone so he could get a visual of the unit in question The next day, he received a photo of the valve via text messageWhen the images were forwarded to our Master Plumber for review, he noticed that not only was the valve of significant age and not up to current plumbing code, but that the handles were also mismatched indicating that a non-professional repair was attempted. *** at Frey Plumbing phoned Ms*** and informed her that any attempt to repair this unit would not be guaranteed due to the condition and age of the valve. Out of consideration for Ms***, to avoid future issues with this defective fixture, *** at Frey Plumbing suggested replacement of the entire valve and trim*** at Frey Plumbing informed Ms*** that he estimated that “NORMAL” installation time and material costs for a tub and shower valve would be between $and $Ms*** accepted the verbal approximation and asked to be scheduled. The following day *** at Frey Plumbing received a call from *** *** canceling the service call, due to Ms*** deciding that she did not want to spend the money for the repair. Ms*** also stated that she would just live with it*** cancelled the service call, as requestedWithin a few days of the cancelation, *** *** phoned our office, again, and stated that she would like to be put back on the schedule, fearing that the drip would increase her water bill. Taking into consideration Ms***’s concern about cost, *** suggested that before replacement of the valve, we could have the plumber view the valve in person and possibly attempt a repair instead of replacement. *** also informed Ms*** that we would bring a replacement valve with us, just in case she decided to go ahead and authorize the full, proper, replacementOn May 10th 2017, our Master Plumber arrived on the job site and was shown the valve in questionThe plumber noticed that the valve had a steady drip and was then told by Ms*** that someone else, not Frey Plumbing Company, had worked on the valve before and attempted to repair it. The prior attempted repair was unsuccessfulOur plumber informed Ms*** that we could try to repair the valve in an effort to save her some money, but he could not guarantee that a repair would be sufficient due to the age and condition of the valve. Ms*** accepted the terms and requested that we attempt a repair on the valveThe plumber turned the water off to the house and then disassembled the tub and shower valveAt that time the plumber noticed that both hot and cold washers were completely worn and that the non-removable brass seats in back of the valve were scaredThe plumber informed Ms*** that we could attempt to use a beveled repair washer but there was still no guarantee due to the age and condition of the brass body. The plumber proceeded to install the beveled washers and reassembled the valve. The water was then turned back on to the home. The plumber noticed that the drip was better than it was prior to the attempted repair, but that it still would not completely stop drippingMs***, once again, voiced concern about her water billThe plumber informed her that the minimal drip, occurring in minute intervals, would not be noticeable on a water bill. After giving it some thought, Ms*** then authorized complete replacement of the tub and shower valveThe plumber expressed to Ms*** that the tub and shower valve was not considered a “NORMAL” installation and estimated a time and material charge of roughly $1,for the shower valve replacement, now having had an in person look at the site and due to the thickness of the wall (none of which was apparent from the texted photo)The plumber then clearly explained that the only possible way to replace the valve was to cut a large hole, approximately 16” x 16”, for proper accessThe plumber also informed Ms*** that due to the thickness of the wall, we would have to score the tile and wall with a grinder and then break the tile out and that during the demo process other tiles and ceramic fixtures on that common wall may come loose and/or fall off. The plumber very clearly explained that Ms*** would be responsible for patching the approximately 16” X 16” hole and any tile/wall fixture issues that could possibly occur due to vibration during demo; that he was doing a plumbing repair only and that we do NOT perform patch work on walls, nor do we perform tile/wall hung fixture replacement. However, he would be happy to recommend a few reputable resources (contractors) capable of patching the wall and repairing tile/wall hung fixtures if necessaryOnce again, Ms*** claimed she understood and authorized the work to be performedPrior to the plumber starting the replacement, Ms*** also asked if while the plumber was on site, if he could replace the defective drain pipe serving the pedestal lavatory sink located in same bathroom. The plumber estimated roughly $for the additional repair. Ms*** agreed to the cost and instructed the plumber to proceed While the plumber opened the 16” x 16” hole around the existing valve, the ceramic toilet paper holder and a section of tile did in fact fall off of the wall due to the vibration, just as the plumber warned Ms*** prior to starting the repairThe plumber continued, furnishing and installing the new shower valve and waste arm for the pedestal sink, as agreed. The plumber then thoroughly water tested and cleaned up the work areaAfter the work was completed, the plumber then brought Ms*** into the bathroom to show her the finished job and how to operate the new tub and shower valveDuring the conversation, the plumber also informed Ms*** of the tile and toilet paper holder that had vibrated off during the repair; just as he had warned may happen, prior to beginning the repair. Ms*** informed the plumber that she utilized a freestanding toilet paper holder and did not use the wall mounted ceramic paper holder due to its odd location under the pedestal sinkHowever, she did ask what could be done with the holes and for a referral. The plumber presented her with names and numbers of a few reputable tile repair men. Ms*** expressed concern about the presently open hole in wall and was afraid mice would come in The plumber applied plastic and tape to temporarily cover the hole until it could be properly patched by someone of Ms***’s choosing, at her own additional expenseMs*** was presented with the bill on the plumber’s iPad and asked for a signature and paymentMs*** accepted the charges, signed the electronic document, and paid for service via credit card at the time of service completionA few days later, we received a call from *** *** questioning the bill that she earlier accepted and paid without hesitationMs*** questioned the material costs by comparing our rates with those of online discounted box stores. The materials sourced from Frey Plumbing Company are provided by local, reputable, supply houses and of contractor grade materialThe benefit of local procurement provides both Frey Plumbing Company and the customer with the security and confidence that they are receiving high quality materials that are 100% backed by our local suppliersOnline resources are typically questionable. In addition, the cost figures set by our plumber were clearly explained prior to execution of the repairMs*** accepted the estimated costs prior to our plumber performing the repair. Ms*** also paid promptly at time of service, without hesitation As for Ms***’s statement regarding her complaint about the miscalculated charges for parts, it was simply a mathematical error. While adding up his total for the job, the plumber accidently miskeyed something on the calculator he was usingWe corrected the error and refunded a total of $to her credit card, without question or complaint on our part, and apologized for the miscalculationWe are a paperless company and have recently, within the last six months, eliminated the use of paper invoices and now only utilize iPads for invoicing. Although all of our service staff has been trained to use the new software; errors will happen from time to time, we are only human. For that reason, all invoicing that occurs at the time of service is later reviewed by our office staff. All invoices are typically reviewed within a week or less from the time of service. Ms*** would have been notified and refunded the amount that was miscalculated, even if she had not called, as it would have been found during our review process. The total invoice, after the refund of the miscalculation, Ms*** has paid is $1,027.50. Please note that this is $less than what she was told the approximate cost would be on a time and material basisIt should also be noted that Ms*** has utilized Frey Plumbing Company on multiple occasions, for many years, which clearly indicates that she was confident and comfortable with the services she has received from Frey Plumbing Company. On each of the service visits Ms*** has called back and asked for a price reduction or something else at no charge above and beyond the original agreed to price point or scope of work. Ms*** has chosen to portray Frey Plumbing Company in a negative light in an effort to get something for nothing. Ms*** is accusing Frey Plumbing Company of leaving her with a hardship, even though our plumber informed her of the issues she would still need to address or that could potentially occur as a result of the requested service, up front and prior to any work being started. Ms*** has been, for quite some time, red flagged in our database due to her reputation for always requesting discounts, complaining about service call fees, and asking for additional service at no charge that goes above and beyond the original scope of work discussed. The repair that is being referenced in the complaint is no exception; Ms*** did call our office and make the same complaints verbally over the phone with *** and then again to *** ***, Owner/Manager of Frey Plumbing Company, as she has formalized in this Revdex.com complaint. Both *** and *** apologized for the miscalculation that occurred, as well as calmly explaining, again, that she was made aware of the issues that she is complaining about prior to starting the repair. *** also pointed out to Ms*** that her complaint is not really related to Frey Plumbing Company or even the work that was performed, but that her frustration stems from the additional expenses she will have due to the choice she made to make the repair. *** again mentioned to Ms*** that she was informed of the necessary patch work and possible tile/wall hung fixture issues up front and prior to making her decision to proceed. At that point Ms*** hung up on ***Frey Plumbing Company has been in business since and been passed through three different sets of owners, all of which have continued to earn and maintain the company’s exemplary reputation for “top-notch” quality in regard to services performed and products supplied to customers in StLouis and the surrounding areaFrey Plumbing Company has held an A+ rating with the Revdex.com for decadesFrey Plumbing Company takes great pride in being able to provide our clients with excellent service, performed by knowledgeable, licensed, skilled tradesmen, at fair and competitive rates with zero sales pressure. We provide pricing for services that are needed or desired by the customer; not extra up-sell gimmicks to maximize profitabilityAs any responsible contractor should, we provided Ms*** with up front information, including known possible negatives, from which Ms*** made her repair decisionWhile we understand how frustrating maintenance and repair can be, especially on a budget, we cannot be expected to pay for the upkeep and maintenance of our client’s personal propertyTell us why here

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Address: 11070 Gravois Industrial Ct, Saint Louis, Missouri, United States, 63128-2013

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