Plumbing Masters

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Unfortunately, I am unable to accept the response of Mr. [redacted] from the Plumbing Masters company as there was no offer of remorse or wrongdoing on their part, only justification for their questionable business practices. Under good conscience, I cannot let the response go unaddressed for fear the said company would continue to mislead other unsuspecting clients. I will address the portions of Mr. [redacted]’s response:The assertion by Mr. [redacted] that “the technicians explained to the customer that most insurance companies will pay for access and repair of the access and any damages, however they do not pay to fix the leak” was not what my parents were actually told. They were assured by the technician, as I previously explained, that the repair would be covered by the insurance company and there was no need to wait to receive a confirmation or get a second opinion. Even after my mother questioned the technician again, she was assured the insurance would cover their portion.The assertion by Mr. [redacted] that “Plumbing Masters was forthcoming with Mr. [redacted] and promptly assisted him with his claim to the insurance company” is completely false. I have three witnesses, myself, my brother in law, and the insurance representative that can testify how difficult it was to reach Mr. [redacted] and how delayed his responses were. Basically, I would call the insurance company to check on the status of the claim and they would tell me they had placed a call to Mr. [redacted] and were waiting for his response. I would then call Plumbing Masters and leave a message for Mr. [redacted] and then call my brother in law who would do the same. Eventually, Mr. [redacted] would return my brother in laws call. I am certain Mr. [redacted] would have been content to “walk away” from this situation due to the fact that my honest, trusting father paid him the full balance of the repair. Only as a result of due diligence, on the part of myself and my brother in law, was there a portion of recompense returned from the insurance company.The assertion by Mr. [redacted] that “Plumbing Masters uses language that the insurance adjuster understands to make the claim smooth and delivers prompt payment to the customer”, is very interesting considering the “language” used by Mr. [redacted] in his email to the insurance company stated that “our plumbers found a manifold in the wall between the kitchen and the hall to be leaking, causing damage to the drywall, cabinets and damage to the concrete slab”. This statement was false. I don’t quite understand how falsifying damage helps the “insurance adjuster understand” except that that is the way Plumbing Masters ensures insurance payments.As I previously stated in my initial complaint with the Revdex.com, I would like to see the outcome, notwithstanding a reimbursement to my father, of “discontinuing unethical practices of taking advantage of elderly clients and misleading insurance companies.” Until some resemblance of remorse or recompense is made, I will stand behind my complaint in an effort to thwart future unethical practices of this company.  Regards,[redacted]

A meeting with the customer is set, for Monday 4/14/14 at 9:30 AM. 

Thanks

Concern ID #: [redacted]

Hello All,

       This is [redacted]

[redacted] owner of Plumbing Masters.  I

saw this response by our customer and it concerned me.  [redacted] and I set an appointment to meet with

the family and go over all their concerns. 

After this meeting I realized that we had made some big mistakes and I

am sorry for them.  I am going to refund

$1500 and address the way we handle our customer so this will not happen to

someone else.  Also about the

communication with the insurance company, I called them and verified that they

approved the claim from the information they got from the plumber that did the

work.  I regret to say that Plumbing

Masters had failed this customer and that is why they had to go to the Revdex.com.  I will put systems, and procedures, and

proper people in place to prevent this in the future.  Our goal is to make sure that every customer

is 100% satisfied and that they will be our customers for life.  Before I left Mr. and Mrs. [redacted]’s home I

asked if doing this would make them happy, and they told me yes. 

 

Thank You,

Owner

Plumbing Masters

We called plumbing master to help us out with our toilet problem and wanted to talk water softeners and am very pleased with the employee's and they're work. My new toilets are great and we are loving our new water system . Thanks plumbing masters

Just had a terrific service call by David M[redacted] of Plumbing Masters. I did not expect same day service but they came out within an hour of my call, resolved my problem and charged me an extremely fair price. David had excellent recommendations, was personable and I really enjoyed getting to know him.

I had an appointment with Plumbing Masters on 6-29-16 and was very pleased with their work. I was able to get an appointment on the day I called in. The office was very nice and professional. The service tech that came to my house was nice - very professional and did a great job with the repair. I would definitely recommend this company to others

I spoke to the Manager on April 1st. He stated I would receive a refund. It is now April 11th and still NO REFUND.  This is not how you do business. I am requesting that I receive a refund ASAP from Plumbing Masters for work that was not completed.

We did scratch the customers tile on this call.  We offered to refund all there money or replace the tile in the bathroom.  The customer told us that they wanted us to replace the tile in the whole house so it all looks the same.  We thought that was a little unreasonable.  I...

called the homeowner and have agreed to meet them onsite and see if we could match the tile and fix the scratched tiles.  We will be meeting today about this issue and hopefully come to a resolution today.Thank you,[redacted]

Would like to suggest to anyone who needs plumbling help to give Plumbling Masters a call.

Answered all my questions when I called without any problem. Set appointment to have work done. Tech (Todd) showed on time and was very careful to make sure that the problem was taken care of quickly. Phone call follow up was a nice touch. Great job everyone.

We STRONGLY RECOMMEND Plumbing Masters of Peoria, Arizona!

In May, 2015, we bought a condo in Sun City, Arizona. When we moved in December, 2015, we experienced problems with the hot water heater. Our home warranty company sent a totally incompetent plumbing company to fix the water heater. After three weeks of frustration and cold water we needed a different company. In our HOA booklet, we found PLUMBING MASTERS who had an A+ Revdex.com rating. We called them in the morning and that very afternoon we had a new water heater. Mark B, our plumber, was excellent! After three weeks we finally had hot water!

In January, 2016, our kitchen sink was severely clogged. Again we called Plumbing Masters. Tests diagnosed a collapsed pipe. The test also showed that the rest of the system was at the end of its service life. Rather than patch, patch, patch, we decided to replace the entire underground pipe system.

Plumbing Masters sent an outstanding crew to do the work! Brad our plumbing specialist and his team--Wilman, Jeremy, and Charlie--installed the new system. Brad and his crew were polite, efficient, and very competent. Brad worked right along side his men. There was no leaning on shovels, no extended breaks, and no wasting time. They were there to work and work they did! They were "truly master plumbers"!

Brian M*, the company owner, Richard, the operations manager, Mary, the accountant, and the entire staff provided exemplary service. It's obvious they practice and believe in "customer satisfaction"! Plumbing Masters is truly an A+ company!

The Issue was resolved with the customer. the customer is happy

We have absolutely no problem giving you every penny back if we did not do what we said we would. Plumbing Masters is all about satisfaction, if your not happy you dont pay!!! I wish you would have called our office and asked before going to the Revdex.com to complain. We will be more than glad to speak...

with you about these concerns and refund your money back. Please call Richard [redacted]

We have had Plumbing Masters complete Plumbing work at our house on several occasions, and have always had a very positive experience. Today we had their service man James come out to do a safety check on our of our plumbing and to flush the water heater. He was very knowledgable, helpful, and courteous. We would highly recommend them to others in need of service!

I am glad you gave us the opportunity to replace the water heater and make the water heater issues go away. We did work on the water heater and unfortunately we ended up having an issue with it. No one likes to be told they need to replace something when it can be repaired, so the best thing to do at this point with your 8 year old water heater was to replace it all at Plumbing Masters expense. We have had some training sessions with our tech that was at your home and we are absolutely sure this will never happen again. He will be able to diagnose any water heater problem with the training he received. We strive to hire trained plumbers and get the best on our team and sometimes they can misdiagnose problems, but this does not make the company a bad company, we do not practice deception, nor do we tolerate deceptive practices from our plumbers. Plumbing Masters stepped up and did the right thing by replacing your water heater for free. Plumbing Masters would appreciate this matter to be closed at this point, we handled all the problems in your home and we have taken every action on our end to train our employee, is there something else we can do for you to close this matter?

My wife and I have spent a considerable sum with Plumbing Masters and will continue to call them when we have issues because of our technician Mark B[redacted]. He is competent, offers alternatives to resolve our plumbing problems and does high quality work regardless of the task. We recently had new granite countertops placed on all cabinets throughout the house which required capping unneeded fixtures and installing new faucets in several locations - once again his work was efficiently done and results exactly what I had envisioned. (He has also replaced our water heater and a toilet)

This company has always responded immediately when needed (ceiling leak) and has been prompt and fairly charges for its services. For a job that is always done right with the proper materials and completed to your satisfaction you can rely on Plumbing Masters ... we do and will continue to recommend them to our friends and neighbors.

Very honest and courteous. Checked all our drains and stated that they were all running properly. Was not charged for the service call as no work was necessary.

While they resolved the problem they were called for and the actual work an who performed the tasks required the rates they charged were outrageous - $239/HR for a skilled plumber and $89/HR for an unskilled laborer. I felt they were taking serious advantage of a homeowner in a seriously disadvantaged situation with little or no opportunity to seek a competitive bid. They dragged their feet in providing a breakdown of their price until I threatened to put a stop on the payment and then disclosed their rates after the fact. I would never use them again or recommend them to anyone

I'm very satisfied with the service provided to us today. Jim and Jesse were very professional and took care of the problem within a couple hrs. They were very thorough in explaining everything and I would definitely recommend.

Robin of Plumbing Masters Peoria, AZ did excellent work replacing a gas hot water heater in Sonoran Mountain Estates. This includes a high quality of workmanship and materials. Work was scheduled in a timely fashion and completed on time.

While the company did provide us with new and upgraded water heater and I am appreciative of that I stand by my original complaints. My water heater functioned fine before your employee "fixed" it. After his 'fixing" it there ensued a myriad of problems requiring him to return to my home where things were made worse ultimately resulting in no hot water.  Again I appreciate the company providing new water heater at no cost however none of this would have been needed had the original plumber not engaged in what I consider "upselling" us a service that was not needed

In response to the complaint I have attached the contract between Plumbing Masters and Mr. [redacted]. As highlighted on the contract we clearly informed the client of his risk with the substandard material his home is plumbed in. Despite the fact that Plumbing Masters was upfront about the...

risk of the material fracturing when replacing the valve and Mr. [redacted] speaking to a manager before the work was started to repair the fracture at which time he agreed to continue, we have refunded the addition monies to him. This is only to avoid any further disparagement of our good name through this outlet (Revdex.com). This is clearly nothing more than Mr. [redacted] making and adult decision and later not wanting to pay for it. We will not seek any compensation for his breach of contract but any and all written or implied warranties are null and void due to violating the contract for no monies paid for service rendered.