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Fuller's Plumbing Service Inc

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Fuller's Plumbing Service Inc Reviews (1)

Review: [redacted] and [redacted],

The purpose of this message is to provide you feedback on what we consider to be a very unpleasant encounter with your business. I see that [redacted] plumbing is a family owned and operated business and has been for decades, which is one of the reasons why we reached out to for our plumbing needs.

Yesterday we reached out seeking your services for a property we own at J Street in Chula Vista. [redacted], helped us by getting a technician to give us a diagnose and quote. That is all that we requested.

[redacted] showed up and met with my husband to give him the diagnose, but also mentioned that the dispatch had told him that he was going to snake the drain and therefore needed to collect a fee for snake and diagnose. Please note that no work was actually performed only the diagnosis. [redacted] never mentioned anything about charging a fee to diagnose. This caught us by surprise. When I contacted [redacted] she agreed that her computer was down and had not mentioned the fee. We agreed that we wanted to move forward with the services and she would waive the consulting fee and we would only pay the $99 per hour rate as quoted by [redacted]. Although first bad experience we looked passed it and decided to still work with your establishment. [redacted] and [redacted] both confirmed services scheduled for today November 11, 2014 at 8:00 AM.

My husband is active duty military and thanks to his service he happened to have the day off for Veterans Day. He drove to the property to meet [redacted] as scheduled, but [redacted] never showed up. [redacted] called my husband around 10:00 to mention that he was running late and needed to get some parts and was on his way. The clock turned to 11:00 and no sight of [redacted] or call from your dispatch to let us know. We called the office and [redacted] said that a big job came up (flooding emergency) which caused [redacted]’s delay. At this point my husband and I were very upset with the fact that NO ONE from your office had taken the time to call us to let us know that no one would show up. On his day off, my husband wasted 3 hours of his day waiting for a technician that never showed up. We understand the nature of the incident, but the lack of customer service is what leaves us as customers with a sour taste. I asked [redacted] to give us a time and day when someone would be there, but instead as a reaction to our tone of discontent told us that she would not deal with us anymore and cannot give us a time and that we should seek services elsewhere.

The two incidents described above signal a troubling customer service deficiency in your business operation. As a dispatcher this person is the tone and voice of your business and based on initial impressions it appears that there is lack of organization, professionalism and lack of regard for customers and their time. It is almost apparent that this enterprise that does not care about smaller jobs. We had provided [redacted] with at credit card number to charge for the job and we request that you rid of that number accordingly. We will follow the recommendations from your dispatcher and seek services elsewhere. In today’s internet world reviews are very important and I wanted to make sure we informed you of our experience before conducting an online review.

I would like to give you the opportunity to contact me regarding this matter. You may reach me at 619-[redacted]

Regards, [redacted].Desired Settlement: Apology

Business

Response:

[redacted]’s Plumbing Service, Inc. 1063 3rd Avenue Chula Vista, Ca 91911 619-427-0220 Fax # 619-427-0227 [redacted][email protected] TO [redacted]/Revdex.comDATE: 11/28/14REGARDING : [redacted] COMPLAINT #[redacted]THE CUSTOMER CALLED REQUESTING SERVICE FOR A “BAD ODOR” AT A TENANTS HOME. UNFORTUNATELY OUR COMPUTER WAS DOWN AND OUR DISPATCHER ASSUMED DURING THE CONVERSATION THAT SHE WAS AN EXISTING CUSTOMER AND KNEW OUR RATES, WHICH ARE $99/HR AND A $20 TRUCK FEE.. WE DO NOT SEND OUT A PLUMBER TO “DIAGNOSE”….THAT IS A SERVICE CALL. AFTER A SHORT WHILE , IT WAS EVIDENT THE CUSTOMER WAS UNHAPPY WITH THE PERCEIVED MISCOMMUNICATION BETWEEN HERSELF AND OUR DISPATCHER. AT THAT TIME OUR DISPATCHER SUGGESTED, SINCE NO WORK WAS COMPLETED EXCEPT DRIVING OUT TO THE RESIDENCE, WHICH SHE WAS CHARGED .5/HR LABOR $45, SHE WAS FREE TO CALL SOMEONE ELSE. THE CUSTOMER VERIFIED SHE WOULD STILL LIKE THE WORK DONE. SHE SCHEDULED NOV 11, IN THE A.M. AND OUR DISPATCHER WAS TOLD BY THE HUSBAND THAT THE TENANT WOULD BE HOME DURING THE DAY. AS THINGS GO IN THE PLUMBING BUSINESS, ON THE 11TH AN EMERGENCY MAIN LINE STOPPAGE CAME UP AND THE OWNER REROUTED THE PLUMBER FIRST THING IN THE MORNING TO COMPLETE THE EMERGENCY JOB. OUR DISPATCHER DID NOT CALL THE ORIGINAL CUSTOMER BECAUSE WE THOUGHT THE TENANT WOULD BE THERE ALL DAY PER HER HUSBAND SO, NO-ONE WOULD BE PUT OUT. THAT WAS THE SECOND MISCOMMUNICATION. OUR PLUMBER DID GET TO THE JOB ON THE 11TH AT 12:35 , COMPLETED THE WORK, SEE WORK ORDER #[redacted] (ATTACHED). THE CUSTOMERS HUSBAND GAVE US A CREDIT CARD . IN THE 3 YEARS OUR DISPATCHER HAS BEEN WITH US , THERE MAY HAVE BEEN 4 TO 5 COMPLAINTS ABOUT SCHEDULING.. CONSIDERING SHE SCHEDULES ANYWHERE FROM 10 TO 15 CALL PER DAY 6 DAYS A WEEK , I FEEL THE ODDS ARE IN OUR FAVOR. I AM SORRY THIS CUSTOMER WAS UNHAPPY AND REGRET THAT. WHAT WE LEARNED, UNDER ALL CIRCUMSTANCES, COMPUTER UP OR DOWN, NEVER ASSUME ANYTHING…OUR CUSTOM IS TO INFORM THE CUSTOMER OF ALL CHARGES AT FIRST CONACT. Sincerely,[redacted]

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Description: Plumbers, Retail Stores

Address: 1063 3rd Ave, Chula Vista, California, United States, 91911

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