Plumb Tite, LLC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate the detailed response and generally accept the response writtenHowever, being in a customer service environment myself, I think Plumb Tite is missing the pointI will respond one last time and that will be the endAs a result of my not asking for a refund of the diagnostic charge, the first paragraph of their response was never in questionThe point is that ,in this case, the key questions asked with the request for service must not have been enough to assess the time needed to perform the job in one tripAs mentioned in my original complaint, I thought I specifically laid out what I was calling for on the serviceI did approve the diagnostics on the toiletsHowever, I was never informed that the PVC pipe (which I assume is what is referred to as a "large scale job" would require a two man crewI do not believe that their would be a requirement to "move, or repair water, sewer or gas lines in the yardIt is just connecting PVC pipeThe technician said nothing about having other jobs that day, only that with his schedule, he could not complete what I wanted done in this trip and should rescheduleI did become upset and told him to forget it, because I thought I had explained clearly when I scheduled the appointment what I wanted done.Let this be the end of it and perhaps a better educated customer is what you need, but I have not had this problem with other plumbers at my house or my rental propertyI am only trying to help you with customer feedback Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Although Plumb Tite has been an A+ rated business with the Revdex.com for the entire length of time we have been an affiliated member with nearly no true or real complaints, we look at and take every single customer inquiry we receive, no matter what or from where, with the highest level of scrutiny This is because we are a different and better Plumbing company and pride ourselves on the services we provide, the customer service we deliver, the expertise we provide, our accountability on those rare occasions we make mistakes (yes we are human and do make mistakes), and our honesty and integrity in pricing and what items are needed to our customers.I start with this because not only was Mr [redacted] NOT even our customer (as he mentioned we were subcontracted to complete work in the [redacted] 's home over and a half weeks ago) but because Mr [redacted] and his wife became verbally abusive to our technician, office staff, and members of both the company that hired us to complete this work and the much larger and reputable company in which they had purchased their countertop through during a roughly hour window last Thursday Not only did we immediately respond and send out a technician when they called and communicated that their may be a leak, they were so ready for an altercation they threw the technician out of the home when he arrived becoming verbally abusive without allowing him to try and help them, then immediately called our dispatching team and demanded to talk to me (I was unfortunately not on the premises, but at a meeting but still stepped out to talk to our tech and dispatching to figure out what was happening) and then called back and were verbally abusive to our dispatcher minutes later when they hadn't gotten a response from a supervisor that they then threatened that they would ensure we never did work for the much larger store again because they did not receive a phone call from me yet Mind you we are not perfect, but both individuals that were treated in this fashion are two of the nicer, more customer oriented human beings I have ever had the pleasure of employing Again, no one is perfect and everyone has bad days but to me this is NEVER an acceptable way to treat other people --- especially those trying to determine if there is a problem and help fix that problem if one did or does exist All of that being said, we sent our lead service technician out first thing the next morning (the morning Mr [redacted] posted this comment) and that technician at my instruction thoroughly inspected and tested every single connection and point in which the previous technician completed the work we were contracted to do two and a half weeks prior to this callback We took pictures of the scene just in case we had caused damage and even had Mr [redacted] himself readily admit that absolutely nothing at all with the work performed was leaking I could go on with the way this was handled by these people, but instead I would say that this reconfirms the belief that I could not be more proud of the company in which I have been lucky enough to work for, as we are one that always goes that extra step and does every single thing it can to make the customer's day better We may not always succeed and there are definitively days in which we make mistakes, but I can honestly and proudly say that our amazing office staff of highly professional and caring individuals and our expertly skilled technicians that are licensed above that of most of our competitors deliver a service to the community and our customers that is both better and different than the rest I know that often these responses are not so outwardly geared towards all of the moving parts involved or so elaborate, but quite honestly the way that Plumb Tite was treated in this situation was shameful and I shouldn't be taking the time to respond to this non-sense, but instead accepting the apology of someone who was totally and utterly wrong and will likely treat others in the same manner All the best! [redacted] ***Director of OperationsPlumb TitePlumbing Done Right!

I am so truly sorry that you are feeling this way, as Plumb Tite always strives to provide the highest possible customer service, expertise and follow-up This doesn't mean we are immune to mistakes or issues, but I can tell you we do care deeply for our customers and work hard to always do the best and right thing when dealing with potential service complaintsAdditionally, I understand how frustrating plumbing repairs, especially those that are larger in scope can be - which is only compounded when these end up being fairly costly issues With that being said, there are a couple of things that I want to make sure are clear, and which was perhaps poorly explained to you when there were conversations with the plumber that originally diagnosed the problem and what solutions were going to be provided First, your new water line was replaced in a way that nearly no other plumbing company in the area is able to do, which is a method called trench-less replacement Through this method there are two holes that are created (one at the foundation of the house where the water service enters and the second near the water line that connects to the municipal water crock) Our team is then able to pull this line about 95% of the time (being unable when we run into major issues because of the ground conditions, physical issues in the yard like very deep poured concrete, or when there are major trees or rocks present that will not allow this to happen) Performing the service this way means that there is much less intrusion to the yard and hopefully if all goes well and as planned then we can minimize any issues and save the home owner money and time in trying to deal with the huge issues related to having to excavate the entire yard, which is the method used by nearly all other companies As mentioned, this cannot always be accomplished and depending upon the depth of the line, the sidewalk must normally be dug up because the system used can create an issue which would potentially harm the new water line if not performed with skill and care (the area below the sidewalk can create pressure on the line that might harm the new line because of the weight and depth) Therefore, we actually charge LESS for this service than what we would for that of a traditional excavation (when we know this is what must be done) and we do include all variables, meaning if we believe this can be completed through the trench-less technique we account for all variables, including if the line would not be able to be pulled through and concrete must be removed and replaced This means that we have a flat rate and if we run into a situation where we must replace concrete we do for the same price, instead of separately charging if we run into a problem during the job and the homeowner feeling like they have no choice or option at that point We do enough successfully that we know that not charging more for concrete removal and repair actually is a benefit to the customer in those situations, but the price is not different no matter what needs to be done Regardless, because we felt like this was not properly explained to you we authorized the tech to give you a refund of $on the job because we felt that it was not properly explained to you and we were trying to make sure you knew we were committed to doing the right thing Again, I do sincerely apologize that this has been your experience and I want you to know that we have had a number of conversations with this technician about the clarity in which he must ensure he is providing to customers due to this miscommunication (and he is a technician that has been an employee for many many years and we have the highest confidence in, but again everyone needs to be reminded at times that just because they assume someone understands that it is always best to spend more time being clear with the customer versus running into an issue later because of this Nevertheless, we should have been better in our explanation to you of the service and that we perform flat-rate pricing on this work, because honestly we would rather run into a situation where we would charge more if the concrete would have needed to be removed and replaced rather than come to you half-way through the job and tell you there is an additional costs To us, that is a deceptive way of doing business and we always want to make sure customers know that we are looking out for their best interest, not simply our own Thank you so much for bringing this forward when you did and it sparking the amounts of conversation it did (as well as the refund we gave to you because of our poor communication), you may think that we are the type of company that does not care when a customer feels like they have not gotten what we promised, but I can assure you there could be nothing further from the truth Every failure on our part, especially those involving being clear and open with customers is an opportunity for us to learn and make sure we do it better the next time

Mr***,I apologize for what your perceptions and expectations were compared to your experience, but feel that a more in-depth explanation may be necessary in this situation Plumb Tite truly does not charge a service fee, which is completely unique in the service industry and something
we are proud to offer, as we believe we should earn the business of our customers because of our tremendous customer service, unmatched expertise and experience, as well as our fair and honest flat rate pricing before a customer is asked to commit to Plumb Tite performing more in-depth plumbing services for a customer With this policy if we are able to provide the customer with a solution and flat price on the spot without having to perform work to figure out the problem then there is absolutely no charge for the call if the customer chooses to pass on our services While there are many times this is the case and no work is needed to find what the actual issue is, there are probably equally as many times that some type of diagnosis needed to provide solutions With this being said, having no service charge does not mean that if we start doing work to figure out what the problem is or may be that there will be no charge at all, and we are extremely up front with customers concerning this and have them sign off before we start doing any work We do this because we strongly believe that being the best and most ethical plumbing experience consists of presenting customers with cost effective and honest answers to their plumbing needs that go beyond simply trying to stop a leaking faucet, for instance, and ensures that when we provide a quote to proceed the customer's issues will be resolved the first time and will not reoccur in the future It is my belief that is what the vast majority of our customers want and one of the many things that sets us apart from our competitors Additionally, our office staff also asks several key questions when a customer request a service call to ensure we know what type of service(s) the customer might be requesting, as our plumbers are booked throughout the day and we need to know the time frame that might be needed for a job Our plumbers are likewise honest with a customer when the scope of the work to be completed will necessitate more time than what has been allotted, so the customer is aware that multiple trips might be necessary due to the scope of work, or because additional parts and materials may be necessary that usually must be specially ordered to complete the work As I would like to address your situation specifically after that explanation of how Plumb Tite operates, I have spoken to our plumber and he stated that he did have to do a fair amount of actual work to even diagnose all of the repairs you were requesting, and informed you of the diagnosis fee for doing so and you ok'd this before he began After giving you the price to repair these items you then asked about an additional large scale job that probably would have needed a two-man crew to come to complete the work requestedHowever, moving or repairing any water, sewer or gas lines in the yard is not normally a straight forward job and to be completed properly and protect the homeowner we make sure we properly prepare for such Gas lines, for instance, are something we always take extra precautions with, as we want to ensure the safety of the homeowner and our technicians However, he stated you got quite upset that he was then up front and honest with you that the amount of repairs, including the line outside, would need to be scheduled for another time due to how much work would need to be completed If you had just wanted the original scope of work completed that you called and asked about, he could have completed those repairs that same day, but after finding out that we would not be able to undertake this fairly large job on the spot, making sure we were providing you with the right solution at the best possible price, you asked him to leave and that you did pay the diagnosis fee you agreed to pay He told me that he did try to explain to you that he had other appointments that day and simply could not complete a repair of that size without more preparation From what this technician stated to me, this plumber did exactly what I would ask and expect of our plumbers, which is to be upfront and honest with our customers I understand your frustration in the situation and again apologize that you feel like we should have been able to do this work on the spot that day, but with larger scale projects this is not the safe or prudent thing to do, nor in your own best interest As to the diagnose fee, our plumber should have also explained, and he informed me that he did, that if you decided to proceed with any work this fee would be waived You choose not to have Plumb Tite do the work however after finding out the plumber couldn't complete what could have an entire days worth of work on the spot Again, those situations are scheduled in advance to make sure we are fair to the customer having the work completed, as well as the appointments and customers we already have scheduled for that day I do truly apologize you were not happy this was the result, but I will tell you that I stand behind the way he handled the situation and believe he did the right thing for you and our other customers during your appointment I appreciate your concern in this matter and would be more than happy to discuss with you if you have further questions *** ***Chief Operating OfficerPlumb Tite, LLC***

To resolve this matter, the business is going to cut her a check for $168.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I appreciate the detailed response and generally accept the response written. However, being in a customer service environment myself, I think Plumb Tite is missing the point. I will respond one last time and that will be the end. As a result of my not asking for a refund of the diagnostic charge, the first paragraph of their response was never in question. The point is that ,in this case, the key questions asked with the request for service must not have been enough to assess the time needed to perform the job in one trip. As mentioned in my original complaint, I thought I specifically laid out what I was calling for on the service.. I did approve the diagnostics on the toilets. However, I was never informed that the PVC pipe (which I assume is what is referred to as a "large scale job" would require a two man crew. I do not believe that their would be a requirement to "move, or repair water, sewer or gas lines in the yard. It is just connecting PVC pipe. The technician said nothing about having 3 other jobs that day, only that with his schedule, he could not complete what I wanted done in this trip and should reschedule. I did become upset and told him to forget it, because I thought I had explained clearly when I scheduled the appointment what I wanted done.Let this be the end of it and perhaps a better educated customer is what you need, but I have not had this problem with other plumbers at my house or my rental property. I am only trying to help you with customer feedback.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I am so truly sorry that you are feeling this way, as Plumb Tite always strives to provide the highest possible customer service, expertise and follow-up.  This doesn't mean we are immune to mistakes or issues, but I can tell you we do care deeply for our customers and work hard to always...

do the best and right thing when dealing with potential service complaints. Additionally, I understand how frustrating plumbing repairs, especially those that are larger in scope can be - which is only compounded when these end up being fairly costly issues.    With that being said, there are a couple of things that I want to make sure are clear, and which was perhaps poorly explained to you when there were conversations with the plumber that originally diagnosed the problem and what solutions were going to be provided.    First, your new water line was replaced in a way that nearly no other plumbing company in the area is able to do, which is a method called trench-less replacement.    Through this method there are two holes that are created (one at the foundation of the house where the water service enters and the second near the water line that connects to the municipal water crock).    Our team is then able to pull this line about 95% of the time (being unable when we run into major issues because of the ground conditions, physical issues in the yard like very deep poured concrete, or when there are major trees or rocks present that will not allow this to happen).    Performing the service this way means that there is much less intrusion to the yard and hopefully if all goes well and as planned then we can minimize any issues and save the home owner money and time in trying to deal with the huge issues related to having to excavate the entire yard, which is the method used by nearly all other companies.    As mentioned, this cannot always be accomplished and depending upon the depth of the line, the sidewalk must normally be dug up because the system used can create an issue which would potentially harm the new water line if not performed with skill and care (the area below the sidewalk can create pressure on the line that might harm the new line because of the weight and depth).    Therefore, we actually charge LESS for this service than what we would for that of a traditional excavation (when we know this is what must be done) and we do include all variables, meaning if we believe this can be completed through the trench-less technique we account for all variables, including if the line would not be able to be pulled through and concrete must be removed and replaced.   This means that we have a flat rate and if we run into a situation where we must replace concrete we do for the same price, instead of separately charging if we run into a problem during the job and the homeowner feeling like they have no choice or option at that point.   We do enough successfully that we know that not charging more for concrete removal and repair actually is a benefit to the customer in those situations, but the price is not different no matter what needs to be done.  Regardless, because we felt like this was not properly explained to you we authorized the tech to give you a refund of $500 on the job because we felt that it was not properly explained to you and we were trying to make sure you knew we were committed to doing the right thing.    Again, I do sincerely apologize that this has been your experience and I want you to know that we have had a number of conversations with this technician about the clarity in which he must ensure he is providing to customers due to this miscommunication (and he is a technician that has been an employee for many many years and we have the highest confidence in, but again everyone needs to be reminded at times that just because they assume someone understands that it is always best to spend more time being clear with the customer versus running into an issue later because of this.    Nevertheless,  we should have been better in our explanation to you of the service and that we perform flat-rate pricing on this work, because honestly we would rather run into a situation where we would charge more if the concrete would have needed to be removed and replaced rather than come to you half-way through the job and tell you there is an additional costs.    To us, that is a deceptive way of doing business and we always want to make sure customers know that we are looking out for their best interest, not simply our own.   Thank you so much for bringing this forward when you did and it sparking the amounts of conversation it did (as well as the refund we gave to you because of our poor communication), you may think that we are the type of company that does not care when a customer feels like they have not gotten what we promised, but I can assure you there could be nothing further from the truth.    Every failure on our part, especially those involving being clear and open with customers is an opportunity for us to learn and make sure we do it better the next time.

Although Plumb Tite has been an A+ rated business with the Revdex.com for the entire length of time we have been an affiliated member with nearly no true or real complaints, we look at and take every single customer inquiry we receive, no matter what or from where, with the highest level of scrutiny....

  This is because we are a different and better Plumbing company and pride ourselves on the services we provide, the customer service we deliver, the expertise we provide, our accountability on those rare occasions we make mistakes (yes we are human and do make mistakes), and our honesty and integrity in pricing and what items are needed to our customers.I start with this because not only was Mr. [redacted] NOT even our customer (as he mentioned we were subcontracted to complete work in the [redacted]'s home over 2 and a half weeks ago) but because Mr. [redacted] and his wife became verbally abusive to our technician, office staff, and members of both the company that hired us to complete this work and the much larger and reputable company in which they had purchased their countertop through during a roughly 2 hour window last Thursday.   Not only did we immediately respond and send out a technician when they called and communicated that their may be a leak, they were so ready for an altercation they threw the technician out of the home when he arrived becoming verbally abusive without allowing him to try and help them, then immediately called our dispatching team and demanded to talk to me (I was unfortunately not on the premises, but at a meeting but still stepped out to talk to our tech and dispatching to figure out what was happening) and then called back and were verbally abusive to our dispatcher 11 minutes later when they hadn't gotten a response from a supervisor that they then threatened that they would ensure we never did work for the much larger store again because they did not receive a phone call from me yet.   Mind you we are not perfect, but both individuals that were treated in this fashion are two of the nicer, more customer oriented human beings I have ever had the pleasure of employing.   Again, no one is perfect and everyone has bad days but to me this is NEVER an acceptable way to treat other people --- especially those trying to determine if there is a problem and help fix that problem if one did or does exist.  All of that being said, we sent our lead service technician out first thing the next morning (the morning Mr. [redacted] posted this comment) and that technician at my instruction thoroughly inspected and tested every single connection and point in which the previous technician completed the work we were contracted to do two and a half weeks prior to this callback.    We took pictures of the scene just in case we had caused damage and even had Mr. [redacted] himself readily admit that absolutely nothing at all with the work performed was leaking.  I could go on with the way this was handled by these people, but instead I would say that this reconfirms the belief that I could not be more proud of the company in which I have been lucky enough to work for, as we are one that always goes that extra step and does every single thing it can to make the customer's day better.    We may not always succeed and there are definitively days in which we make mistakes, but I can honestly and proudly say that our amazing office staff of highly professional and caring individuals and our expertly skilled technicians that are licensed above that of most of our competitors deliver a service to the community and our customers that is both better and different than the rest.   I know that often these responses are not so outwardly geared towards all of the moving parts involved or so elaborate, but quite honestly the way that Plumb Tite was treated in this situation was shameful and I shouldn't be taking the time to respond to this non-sense, but instead accepting the apology of someone who was totally and utterly wrong and will likely treat others in the same manner.    All the best![redacted]Director of OperationsPlumb TitePlumbing Done Right!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]