Northwest Plumbing and Mechanical

Initial Business Response /* (1000, 6, 2015/10/30) */
[redacted],
Thank you for your swift reply! I spoke with the plumber that repaired your shower and I believe I see where the confusion lie. When our plumber went out the first time to repair the shower he found that whoever originally...

disassembled the shower did not keep all the parts (or the remaining parts were beyond repair) that would have been necessary for a potential quick repair. The plumber said that when he came back out that there were some parts that were on site but they weren't compatible with the shower system set-up and that the gentleman who was on-site told our plumber to get whatever he needed to finish the repair and he did. If it helps, I would assume that the incompatible parts that were on site could be returned to Lowe's for credit. The plumber also said that all the materials he used were necessary to complete the repair. I also asked him about the size of the hole that was made for the repairs, and he said that, unfortunately, the hole had to be fairly large to be able to access everything that needed repaired. I apologize for any inconvenience this delay of details may have caused you and I appreciate your patience and willingness to get this issue resolved.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is obvious that we are not going to come to a resolution on this issue. It is very poor customer service to allow your plumbers to make decisions of extensive work including parts, labor and damages to wall structures without notifying the owner of the extent of the repairs needed.
Even if your plumber thought it needed all of these parts, and even if I could take some of the existing "incompatible" Lowes parts back, it is still not his or the company's liberty to do this work without my knowledge. The only thing that was ever mentioned to my renter was a valve. Even if my renter said "get the parts" he was probably not aware of the extensive work the plumber was referring to, and it was not up to him to give the authorization to spend my money.
I am submitting payment for the bill because I'm not going to let your companies poor business practices affect my credit. However, I am seeking legal actions and will be submitting a bill to you all for the repair of the huge hole that your plumber created, that didnt need to be created because the pex pipe did not need to be installed
Final Business Response /* (4000, 10, 2015/11/19) */
Unfortunately it does look as if a resolution that is agreeable to both parties may not be attainable. We here at Northwest Plumbing & Mechanical Inc. strive for 100% customer satisfaction with every job that we do and typically when we achieve the requested results both the customer and our company are happy. We had a lengthy discussion with the plumber who repaired Ms.[redacted]' shower and have come to the same conclusion: the customer requested that their shower work properly and our plumber made the necessary repairs to make that happen (we do not accept or assume any liability for any damages from the alleged extreme size of sheetrock/wall access hole). We regret that both Ms.[redacted] and the company could not come to an agreement on how exactly the shower should be brought back into service, but we are pleased to know that it is working properly for her. The overwhelming majority of the feedback we get from our customer's is positive but we also appreciate the negative feedback, as we strive to make sure that every experience is one that can be learned from and result in something positive.
Final Consumer Response /* (4200, 12, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no proposed resolution, nor was a resolution from the company ever given. They held steady in their lack of customer service and complete denial of any wrongdoing. I have paid the bill in full because I value my credit score more than proving what horrible customer service they provide. The underlying problem in my complaint was never addressed. The amount of work they say the project needed, the cost, and any other details were never discussed with me, nor was I given the opportunity to approve such work and the cost. If the company wants to achieve 100% customer satisfaction, I suggest starting a practice of giving estimates of work needed and not allowing the plumbers to take liberties with customers money. The repairs needed for the shower to work properly and the complete replacement of all parts in the tub and shower are two completely different things. The invoice stated a valve replacement was needed. The plumber chose to replace the valve and 16 other parts, not just those needed to bring the shower to working order. Furthermore, the amount of labor, and the amount of parts were never brought to my attention until I was sent a bill for all of the work at which point, there was no turning back and saying I wanted my old parts back (because they were disposed of). Each and every time I spoke with someone from the company they had a different excuse for justifying their lack of customer service. At one point an employee even decided that yelling at me over the phone was appropriate. They have their money, and unless they choose to actually propose a resolution and refund any of my money, I no longer wish to deal with them. I would be happy to amend or remove my complaint if the company ever tried to come to an agreement, but I see that is highly un-likely. I just hope that others see the bad reviews online that I have since found, before they ever call NW Plumbing.