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Raleigh Plumbing & Heating, Inc.

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Reviews Raleigh Plumbing & Heating, Inc.

Raleigh Plumbing & Heating, Inc. Reviews (1)

A customer service manager by the name of [redacted], went into a 15 second profanity filled tiraid at me for my suggesting that he had a bad attitude.My wife and I are in a new home (2 years old) and we encountered a plumbing issue with our master bathroom, which turned out to be a continuation of an issue discovered just 4 months into our ownership of the house. Raleigh Plumbing did the original work on the house and thus they were asked to come out and assess / fix the problem. The plumbing problem was fixed on Friday,Oct the 25th at this companies / my builders expense. However, in order to fix the plumbing problem, a hole had to be cut into the roof of our downstairs foyer. The plumbers told us that "their" sheetrock guy would be calling us on Monday, Oct the 28th......this never happened and resulted in both my wife and I having to call and deal with Raleigh Plumbings "service manager" [redacted] for an update / resolution. Thus the issue.....we spoke with [redacted] on 4 seperate occasions and each time encountered a very complacent, defensive, attitude driven individual who had no concept of the term customer service. During my last conversation with [redacted] on Tuesday, Oct the 29th inwhich I advised him that we still had a hole in our ceiling and had not heard from their contracted sheetrock person....he continued with the same "so what" attitude and curtly suggested that I go back to my builder. At this point I asked [redacted] "where is the customer service" and that his attitude throughout had been lousy. At that point [redacted] went into a profanity laden tirade which was both abusive and threatening and promptly slammed the phone down. Now I know that [redacted] will attempt to dig his way out of this by suggesting that I swore at him, but only he and I really know that this is not true. Regardless, he is someone who should not be allowed to represent a busines and/or interface with a customer. Desired SettlementA letter of apology, Business Response /[redacted]/As you can see from Mr. [redacted]'s complaint, we promptly responded to, and completed a plumbing repair at his home on Friday the 25th of October. In making the necessary repair, we had to cut a hole in his ceiling to repair a pipe that had most likely been damaged during the construction of his new home. The damage to his plumbing system had to have happened after we completed our work, as it would have revealed itself during our test and subsequent plumbing inspection. As it was explained to Mr. [redacted], that our company does not do drywall repair work. However, as a service to our customers and Mr. [redacted], we do have a person that we refer for this type of repair. Mr. [redacted] was informed that this person does not work for us, but that we would contact him and have him call Mr. [redacted] to help with his drywall repair needs. Mr. [redacted] called our service manager first thing Monday morning saying "he had not heard from anyone yet". Our service manager explained to him that he called and left a message with the drywall repair man, and he would call him back as soon as we heard something back from him. In Mr. [redacted]'s complaint he states that, "he called back 4 more times", with the last conversation happening the very next day on the 29th. Each time he called, Mr. [redacted] became more and more agitated. Our service manager offered that Mr. [redacted] might want to try contacting his builder to see if his drywall repair guy might be able to respond any faster. Mr. [redacted] expressed what he felt was a lack of "good customer service" and proceeded to question the intelligence of our service manager in an unpleasant way. After that exchange, our service manager who admittedly did not handle himself as professionally as he should have, ended his call with Mr. [redacted] by hanging up the phone. Mr. [redacted] e-mailed me on Wednesday October 30th and I responded back on the 31st, after speaking with our service manager about the call.Mr. [redacted]'s response to my e-mail, stated that "he would refrain from further comments" and even thanked me for the drywall repair man (who consequently had been away on vacation) for contacting his wife to make the necessary repairs. Mr. [redacted] also expressed that he was "disappointed" with my response to his e-mail, and felt that our service manager should be "looking for another job". I apologize to Mr. [redacted] for our not handling his call professionally from start to finish. However, I do not feel firing an employee that has serviced our customer base for over 12 years without a blemish on his record is the proper outcome in this case. As with most service businesses, we do our very best to be as accommodating and professional as possible to all of our customers. I have already used Mr. [redacted]'s complaint to help define our company's processes and to bring awareness to the importance of our employee's seeing things from the customer's perspective.

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Description: Plumbers, Plumbing - Renovation & Repair, Plumbing - Contractor

Address: 5060 Trademark Dr, Raleigh, North Carolina, United States, 27610-3054

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