Puget Sound Plumbing & Heating

Revdex.com: The business refunded the trip charge of $since the repairman did not arrive with the requisite gasket despite my having responded to dispatch's query regarding the brand of toilet we have Business owner called to ask why I had not complained directly to him prior to registration with Revdex.com for resolution My feeling was that all employees of a business should be trained to operate ethically without intervention by the owner I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: PSPH continues to ignore the essence of my complaintI called PSPH to obtained a quoteI didn't not request the servicePSPH dispatched the technicians without informing me about the dispatch feeAs it follows from the recorded conversation, PSPH masked the dispatch fee as the minimum price for the service which I decided not to accept.Sincerely, [redacted]

· On 2/10/The customer called in and made an appointment for us to come out and look at some plumbing work he wanted done · After looking at what the customer wanted us to look at he was given a price to do the work · The customer signed for us to start the work suggested at he price that was quoted · Our technician proceeded to do the work · Once work was done we collected payment and had customer sign the invoice stating he was happy with the work performed · On 11/22/the Customer called for hose bibb installed in February sprays water at you up to feet when the hose is turned on · customer is aware that it is no longer under warranty · when our technician arrived, and looked at what needed to be done he informed the customer on what needed to be done and gave him a price to do the work · the customer said he was not paying for any work to be done · at this time the technician called the office and asked me what he should do · I said the work was not under warranty but we can do the work for $the cost of the part plus a little bit of his time· When the technician explained that to the customer he became I rate and said he will call the office · When the customer called and spoke to me I tried to explain to him that there was a day warranty on the work we did and it expired on May 11th · At this point in time the customer stated that the work was never done correctly · I asked the customer if it was never done correctly then why is this the first we are hearing about this if the hose bibb was shooting water feet when turned on· He then told me that he is a contractor and very busy · Then I explained if he was a contractor that if a customer called him with an issue that was not under warranty that I know for a fact that he would charge his customer · He then said I was being unreasonable and if I didn’t do the work that needed to be done for free then was going to complain to everyone· I then explained that $dollars was more then reasonable it was over $less than what he was quoted to do the job · The customer then hung up on me · We feel that we are being very reasonable to make the customer happy on work that was plus days over due please see attached for supporting documents ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

August 13th, 2015Revdex.comCase # [redacted] RE: [redacted] , [redacted] Puget Sound Plumbing hopes that [redacted] considers this letter our formal apology for not being completely satisfied with our companyWe take pride in our reputation which is based on quality work and outstanding customer serviceWe want to make it clear that we never wish for our customers to be remotely upset with our company or services we provide in any wayWe practice honesty and greatly value all of our customers.Mr [redacted] has stated that PSPH was misleading when quoting him the $minimum fee As stated previously, it was very clear to Mr [redacted] that the minimum fee would be $99, and he even asked the dispatcher to repeat herself and she did He then said “okay” and continued to book his callPSPH has fulfilled all obligations to Mr [redacted] .PSPH does wish that Mr [redacted] will accept this correspondence as our formal apology for his dissatisfactionWe also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any wayWe do practice honesty and we greatly value all of our customersAgain, we do apologize that Mr [redacted] is not happy and we consider this complaint closedRespectfully,Puget Sound Plumbing and HeatingEnclosure

Complaint: [redacted] I am rejecting this response because:First of all, I did not hang up on the vendor I told Chris that our conversation was going no where and let him know that I was ending the conversation - 'goodbye', as he was engaging an unproductive circular argument that was going to lead to no resolution It is not 'reasonable' to install a new $hose bib for just under $1,and then for it to be discovered as mechanically defective a short time later and asked to pay an additional $to repair it again I am a contractor as well and understand warranties and terms I also am a reasonable person and understand what is right and what isn't The company, in particular, the office management should have replaced the part while the techs were already onsite, as this would have cost them $at the very moment Instead, arrogance and the desire to 'win' based on a poor argument prevailed versus turning the already negative customer experience into a positive one The defective part should be replaced despite being outside of the warranty The way in which the company handled this situation, both the field tech and the office personnel was extremely poor and people who need plumbing services should know not to call this company Sincerely, [redacted] ***

Revdex.comCase # [redacted] RE: [redacted] Puget Sound Plumbing hopes that [redacted] considers this letter our formal apology for not being completely satisfied with our company We take pride in our reputation which is based on quality work and outstanding customer serviceWe want to make it clear that we never wish for our customers to be remotely upset with our company or services we provide in any wayWe practice honesty and greatly value all of our customers[redacted] contacted PSPH to have a couple of shower faucets repaired Upon the arrival the plumber, Josh, gave Ms [redacted] an estimate to repair a couple of shower valves and a shower faucetMs [redacted] signed the invoice approving the priceUpon completion, Ms [redacted] signed the paperwork accepting the work and the costHere are some notes that were recorded when Ms [redacted] ’s son called, 2/20/11:26: AM: Customer's son in-law [redacted] called in unhappy about the pricingHe said we were taking advantage of an elderly womanWe told him all of our pricing comes from our pricing guide, and the prices are the same for everyoneHe told us if we didn't refund her some money he was going to “bash us on every site and report us to the Revdex.com”We reiterated that we didn't charge [redacted] any more than we would charge anyone else, and he asked how we could live with ourselves and hung upPSPH has fulfilled all obligations to Ms [redacted] In terms of pricing, we are a premier plumbing company and we do have to charge differently to accommodate our features and benefitsSome of the features and benefits of using PSPH include: Licensed Residential and Journeyman PlumbersWarrantiesHour Emergency ServiceRegular Appointments Until 9pmNo Additional Weekend ChargesSame Day ServiceLicensed, Bonded, InsuredFully Stocked TrucksDrug and Background TestedPSPH does wish that Ms [redacted] will accept this correspondence as our formal apologyWe also want to make it clear that we never wish for our customers to experience any dissatisfaction with our company, or the services we provide in any wayWe do practice honesty and we greatly value all of our customersAgain, we do apologize that Ms [redacted] and her son in-law, [redacted] are not happyRespectfully,Amber S-K CSRPuget Sound Plumbing and Heating

Complaint: ***I am rejecting this response because:We believe the leak existed at the time the plumber worked on the system but we have no way to prove it. We appreciate the polite response from the company, however we will not call them out again. We believe charges of $for less than hours working on what was a fairly clean job was extremely excessive, especially as we still have a leak. We don't expect any further communication, and simply wanted for forewarn any other potential customers of this company's extremely high charges. Sincerely,*** * *** ***

on 7/27/Mrs *** called Puget Sound Plumbing and Heating to take a look at a water leak coming from the ceilingPlease see attachedOur Technician Matt went to the customers residence where there was only a nanny on site and left a price to do a leak since the owner was not available to
othorize any work to be doneon 7/28/Mrs*** called in to have the leak search done plus taxMris *** Signed for puget Sound plumbing and Heating to start the leak search and then she left as she had to go to work.once matt performed the leak search and found where the leak was and how much it would cost to repair the leak as the leak was in a wall and could not be seenMatt called Mrs *** and told her that he found the leak and it would cost to repair her and 1/inch ABS tub drainat that time she told Matt that it was a lot of money but it needed to be done and to do the work.Matt at that time went and did the repair part of the job that was OKed by Mrs ***Once the job was completed Matt called Mrs *** for the payment Mrs *** gave Matt the CC #'s at that time for the total amount of 1100.10 after taxsince Mrs *** was not there at the end of the job the nanny inspected the work that was don and signed the completed workMatt was there for quite some time doing this work and left the job at 11:amOver an hour later Mrs *** called to complain about the work that was done.When I got back into the office I Call Mrs *** to see what her issue was ant went over her service call with herMrs *** verified that that is how her job went but she still wanted money back for the leak search we did I explained again how wee do business and how it was very clearly explained to her and how if we did something incorrect I would do what ever it took to make her happynothing was done out of the ordinary we contacted the customer with the repair and she authorized us to do the work.I offered her $for her time and apologized for what miscommunication she feels may have happened even though we explained and communicated very wellMrs *** said that was not good enough and she wanted to talk to the OwnerI explained that the owner was not available for conversations and even if he was that he would not have even offered her the $dollars because the job was don corectlyI again offered her the $100Dollar refundShe said fine that would be a start and she would go from thereI explained that the $would resolve her situation and there was no going from thereShe said fine and to have a great weekendI check with AP lady and the check #*** in the amount of went out on August 4th

Complaint: ***I am rejecting this response because:
Complaint: ***I am rejecting this response because: Puget Sound Plumbing is a company that continues to victimize its customers by trapping them with technicalities It covers itself with verbiage that seem innocuous on paper, then they put the customer in the position of allowing them to come out, because they would not give estimates over the phone This builds in the automatic "dispatch fee" of $+ tax without delivering any plumbing service, because the unsuspecting customer agreed to it When the plumber shows up, he is at liberty to make up fictitious diagnoses of major problems to charge unrealistic prices How he couched his diagnosis in tentative terms, e.g"Appears to be hairline cracks" to justify his recommendation of replacing the toilet for $1,300-1, If I furnished my own toilet, they would not offer any warranty I believed him, but I didn't believe his prices I found another plumber from *** ***, he replaced the toilet (although he didn't find any hairline cracks in the original toilet) and fixed the other valve issues easily at a much lower price If I complained to PSP about the wrong diagnosis, they can easily deny it because the plumber did not say there WERE cracks, just there APPEARS to be They have polished their tactics for slipping out of the arms of the laws
I have submitted screen caps of the invoiceThis is another way to keep the customer from seeing clearly they are bilked Notice how messy and disorganized the description and prices are scattered all over the page, making it difficult for the customer to discern what is how much
Finally, there is a plethora of complaints on various websites, including Revdex.com, about these same issues The responses from PSP are identical to the complaints, spouting apologies and claiming to want to give the customer a good experience Notice these letters of apology just focus on the their right to charge the "dispatch fee" The other more serious issues brought up by the customers are ignored
Offering me a credit of $toward any future service is a sorry way of making restitution, knowing I would never use their services If they are truly sorry, returning the $99+ tax that they scammed would be the right thing to do
I think it is time all the victims that had been scammed by PSP file a complaint to the WA State Attorney General so that an investigation can be initiated

November 4,
Revdex.com
Case #***
Puget Sound Plumbing hopes that *** *** considers this letter our formal apology for not being completely satisfied with our companyWe take pride in our reputation which is based on quality work and outstanding customer serviceWe want to make it
clear that we never wish for our customers to be remotely upset with our company or services we provide in any wayWe practice honesty and greatly value all of our customers
Mr*** contacted PSPH to have earthquake straps installed on a water heater. Mr*** asked the dispatcher if PSPH did this type of work and we assured him we doMr*** was quoted a minimum $dispatch fee and was told that the plumber would come out and access the situation, give him an estimate of what the work would cost, and if he wanted to move forward with the work, we would apply the $to any work doneCall recording is attached
Upon arrival, the plumber Taylor, wrote up an estimate for attaching earthquake straps to the water heater. Taylor called Mr*** since he was not onsite. Mr*** tried to get Taylor to do the work in a way that is not proper or correct to try and save on costTaylor explained to Mr*** that with where the water heater was located, they would have to pull it out, properly install the earthquake straps to code and then put the water heater back Mr*** declined the work, refused to pay the dispatch fee, and told Taylor to leave the premises
Mr*** then called PSPH and was voicing his concern with the price of the job. The dispatcher explained to Mr*** that this is the proper way for the work to be performed and that he absolutely has the right to decline the work if he chooses. However, he was still obligated to pay the $dispatch fee that he was quoted. He refused to pay and stated we would need to send him to collections. I am attaching this call recording as well
About minutes, later Mr*** called PSPH again and said that he needed to pay the $dispatch fee. We collected via credit cardMr*** stated that the plumber was “pocketing” the $which was not the case. Mr*** called the office to pay the fee over the phone. I am attaching this call recording as well
PSPH does wish that Mr*** will accept this correspondence as our formal apology for his dissatisfactionWe also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any wayWe do practice honesty and we greatly value all of our customersAgain, we do apologize that Mr*** is not happy and we consider this complaint closed
Respectfully,
Tabitha C***
Puget Sound Plumbing and Heating

Puget Sound Plumbing and Heating hopes that *** *** considers this letter our formal apology for not being completely satisfied with our companyWe take pride in our reputation which is based on quality work and outstanding customer serviceWe want to make it clear that we never wish for our
customers to be remotely upset with our company or services we provide in any wayWe practice honesty and greatly value all of our customers.*** *** called PSPH to help with a clogged drain under his sink We sent our plumber, Joseph, out to *** ***’ residence and upon arrival Joseph found the drain needed to be snakedJoseph wrote up a bid to “attempt to clear” a clogged drainThe contract stated that we cannot warranty drain cleaningJoseph cleared the drain and tested it for approximately minutes to confirm it was working properly *** *** called that evening saying the drain was backing up again The dispatcher told him he would not charge him an additional dispatch fee for Joseph to return the next morning Upon arrival, Joseph explained to *** *** that this can happen when there is a bigger issue presentThe first step when there is a clog is to snake the drain which was performed on the first visitSince it backed up again, the next step is to put a camera down and hydro jet the lineIt would not make sense to snake the drain again since it did not alleviate his clog the first timeHowever, if he wanted us to snake the drain again we would have to chargeJoseph explained this was not the best option but if this is what *** *** wanted, Joseph would do it at 50% off *** *** chose not to do the work PSPH does wish that *** *** will accept this correspondence as our formal apology for his dissatisfactionWe also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any wayWe do practice honesty and we greatly value all of our customersWe consider this complaint closed

Complaint: ***I'm honestly adamant that PSPH is really not addressing the issue and concern I launched to Revdex.comAll I see is being repetitive and not taking any course of actionSeems to me that PSPH is emphasising more on their Mission StatementWhat is the Action item or next final stepI asked to get a REFUND and in the letter PSPH never mention whether I'll get a refund or not. PSPH should stop kicking the can along the road when they have the audacity to resolve this quagmireEither refund or notThat's all I want to hearPSPH is not accepting responsibility for their unprofessionalism behaviour, unskilled workmanship above all
All I'm asking is a final decision other than telling me their mission statementI'm a customer who was bruised and unsatisfiedPSPH action caused me emotional stress and wasted of time
Thanks
***

Complaint: ***I am rejecting this response because:we looked up the MSDS in regards to the chemicals being hazardous and how to use care with this item called Liquid PlumberVery little care is neededNo more then most household cleanersBy calling a number of other plumbers in the local area they ALL agreed that it was not necessary to charge anyone anything for the customer using this product prior to the service provided be this companyIt is our belief that it is a great injustice to charge an year old woman an extra just be caused she used the liquid plumberI also contacted the Clorox consumer affairs division in regards to this matter and they also agreed that their MSDS safety data sheet reguards this product as non hazardousCompanies that take advantage of old people just because they don't know any better are the companies who will never become accredited in the eyes of the Revdex.com or their current and future customers. Sincerely,*** ***

Thank you for the quick response, the people at this company have called me and are cutting the bill in half, with tax to $This is an expectable solution to this problemNo further action will be necessary at this time and it can be recorded as complete. *** *** *** **
*** *** *** *** ***

Complaint: ***
I am rejecting this response because: Actually, no, I did not receive the service requested from youI requested someone come out and install a customer supplied faucetThere was no reason for this job to be quoted at $other that you wanting to collect a dispatch fee and be on your wayAfter you left my year old daughter watched a youtube video and did the job in under minutesThe yelp reviews for Puget Sound Plumbing are terribleThe wide majority of your customers feel taken advantage of or flat out connedThe only reason you have managed to stay in business for so long is by using other business names, phone numbers and web addresses that don't have reviews but forward on to Puget Sound PlumbingBurien PlumbingDes Moines Plumbingetc.
Sincerely,
*** ***

Thank you for letting us know about your situation with Puget Sound Plumbing and Heating.From what you are stating you received the service you requested from usAs stated when you called in we do have a dispatch fee of $dollars plus taxthat service is for us to send our licensed technician to
your residence and diagnose the job that you are wanting to get done and answer any questions for youAt that time you where given a exact written quote to do the job you requestedwith no pressure you where given the option to ether have your technician proceed with the work that you needed done or you can pay him our minimum dispatch fee for the service he provided and send him on his wayPuget Sound Plumbing & Heating has been servicing the Puget Sound area for over a decadeOur customers we serve prefer our service this way as not to have any issues come across while the job is being done

Puget Sound Plumbing hopes that *** *** considers this letter our formal apology for not being completely satisfied with our companyWe take pride in our reputation which is based on quality work and outstanding customer serviceWe want to make it clear that we never wish for our customers
to be remotely upset with our company or services we provide in any wayWe practice honesty and greatly value all of our customers
Ms*** boyfriend, *** contacted PSPH to have a shower faucet soldered We quoted him the minimum $dispatch feeI have attached the call recording as proof Upon arrival, the plumber, Adam gave Ms*** and *** an estimate to install tub/shower trim which does not include ripping out the wall as Ms*** statedThis estimate was for $607.50, not $1,as she statesWe told Ms*** we would apply the $dispatch fee to the work, if doneSee attached invoice 2016-The dispatcher talked to *** other times prior to us showing up to let him know the status of the plumberThe plumber arrived at 1:pmPSPH has tried to reach out to Ms*** and provide her with the call recordings and the estimate but she refused to talk to us and hung up on us.
PSPH does wish that Ms*** will accept this correspondence as our formal apology for her dissatisfactionWe also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any wayWe do practice honesty and we greatly value all of our customersAgain, we do apologize that Ms*** is not happy and we consider this complaint closed

August 6th, 2015Revdex.comCase #***RE: ***, ***Puget Sound Plumbing hopes that *** *** considers this letter our formal apology for not being completely satisfied with our companyWe take pride in our reputation which is based on quality work and outstanding customer
serviceWe want to make it clear that we never wish for our customers to be remotely upset with our company or services we provide in any wayWe practice honesty and greatly value all of our customers.Mr*** contacted PSPH on August 1st for a dishwasher installationMr*** was quoted a minimum of $while booking his appointment. The dispatcher even quoted it twice and Mr*** accepted verballyUpon arrival, the plumber, Joseph gave Mr*** a estimate for removing the old dishwasher, installing new dishwasher, and/or capping the drain line offMr*** declined the work be done at this timeJoseph then tried to collect the $+ tax for the incurred minimum and Mr*** refused to pay and told Joseph to bill him On the morning of August 4th the office manager called Mr*** in an attempt to collect the money owed PSPHMr*** stated that he was never quoted an amountWe sent Mr*** a copy of the call recording as proof that the minimum fee was quoted. He agreed that we did quote him a minimum of $99, but he still refused to pay Mr*** was informed that he would have until end of business on the following day August 5th to make the payment to PSPH or his account would be turned over to collectionsMr*** called PSPH on August 5th and made payment by credit cardPSPH has fulfilled all obligations to Mr***.PSPH does wish that Mr*** will accept this correspondence as our formal apology for his dissatisfactionWe also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any wayWe do practice honesty and we greatly value all of our customersAgain, we do apologize that Mr*** is not happy and we consider this complaint closedRespectfully,Puget Sound Plumbing and HeatingEnclosure

Revdex.com:
The business refunded the trip charge of $109 since the repairman did not arrive with the requisite gasket despite my having responded to dispatch's...

query regarding the brand of toilet we have.  Business owner called to ask why I had not complained directly to him prior to registration with Revdex.com for resolution.  My feeling was that all employees of a business should be trained to operate ethically without intervention by the owner.  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

I have called the customer and have refunded her dispatch fee to make the customer happy and in hopes they will use us again