South West Plumbing

We take pride in our reputation which is based on customer service and quality workWe never desire to have our customers upset with our company or servicesWe practice honesty and greatly value each customer South West Plumbing does not do any work prior to our customers authorizing the work for the amount noted in writing In reference to your concern about the paperwork for the products we installed; as you had mentioned, you had to leave before we completed our work and all of the paperwork was left on the kitchen counter for youIn addition, the work that was done that day was not just a kitchen sink as you have stated, The scope of work included modifying the counter and cutting tile to accept the new sinks dimensions, removing the old sink and disposer, modifying the under sink drains to fit the new sink and reinstall the disposer on the reverse sideAlso a kitchen faucet was installed as well as a dishwasher air gapThis work took hours to complete and was no small projectWe believe it is important to make the actual scope of work known We apologize, in that we did not satisfy your expectations as expressed as we never wish for our customers to be remotely upset with our company or the services provided, however, in considering the above, we do not see any reason to extend a credit for the work completed Yours truly, [redacted] | Service Manager SOUTH WEST PLUMBING

The person responding is not being honestThe company was selected based on the representation that they would come out, check the problem give me a written estimate without charge and I could then decide whether to proceed with repairsI had already turned off main water valve as "fan type sound" was actually water spraying under the homeAll homes have a crawl space, I gave specific make and model of my home prior to them coming out and was told they would provide a written estimate prior to repairsAfter waiting for hours, I was sitting there in my wheelchair when technician told me he could not even go in crawl space without $charge.How can they provide accurate written estimate without going in the crawl space? where leak was found under master bath where I informed them where the sound to the leak was coming from.Classic bait and switchTime had gone by, to wait and call another company would mean another hours without waterAfter initially declining services as shown on invoice, given the fact that after hour rates sky rocket, was forced to sign off on $charge to get written estimate prior to repairs beginning, as was originally represented, now forced to forgo what turned out to be relatively simple repairThe business did not honor commitment to provide written estimate prior to work beginning They would not even go into the crawl space without $charge to confirm location and the problem which turned out to be $charge, totally reasonable.$charge to go exactly where I informed them the location of the leak and problem was not reasonable, nor was it reasonable for me to have to wait another hours without waterAfter hour rates soar and I felt backed into a corner sitting there in my wheelchairI felt Southwest Plumbing was disingenuous in their offer to come out, determine source of the leak and provide written estimate for repairs prior to beginning such repairs was not honored.When technician stops and will not even go into the crawl space without $charge.How can he give me an accurate written estimate for repairs without first determining the source of the leak by going in the crawl space? statements given for bait and switch maneuver.Sincerely, [redacted] ***Cell: [redacted]

We take pride in our reputation which is based on quality work and outstanding customer service In addition to the price I would hope consideration was given as to how well we stand behind our productsOur water heater warranty extends well beyond the manufacturer’s warranty Additionally we warranty the parts at no cost to our customers for the life of the unit As for the amount paid, it should be noted that our Technicians do not set the price on our water heaters Although prices can very with any business we have a standard pricing guide that has prices fixed that consider various factors necessary to run our business We practice honesty and greatly value all of our customers, however we cannot reasonably extend credit for the work that was done We apologize, in that we did not satisfy your expectations as expressed as we never wish for our customers to be remotely upset with our company or the services provided

RE: [redacted] , ID # [redacted] We are very sorry that South West Plumbing was unable to meet your expectationsIt is always our desire to exceed all customers’ expectations.In your case you were given two options before any work was to begin, one for partial repair and one for a full line replacementAfter discussing these you made a choice between the two optionsJust for clarification purposes, the full line replacement you are referencing was not in addition to the partial replacement as you stated, it was a second stand alone solution.Our customers are given the price for the work before any work is started, and we always get approval from our customers before we start the work You were given an amount in writing for the option you chose, for which you gave approval by signature for us to do the work Following completion youagain signed that you had accepted the work and that it was completed satisfactorily and then paid for the services received.Until this complaint was received we had no reason to believe you were unhappy.Again we are sorry we did not meet your expectations

The customer has made contact, about South West Plumbing, to other agencies, the story changes each timeIt is becoming obvious that she is just trying to get a refund by damaging South West Plumbing’s good reputationIf it continues to happen this case will be turned over to South West Plumbing’s attorney to handle

Complaint: [redacted] I am rejecting this response because:1)The business states it offers a satisfaction guarantee/will fix problem to your satisfaction for free on its website, under our company-->FAQ-->Is your work guaranteed I attached a screenshot of this.They refused to come out and fix their work when I explained that it malfunctioned after months.2) It is reasonable to assume that plumbing leak repair should last for at least year3) They performed unnecessary repairs/rplacement and overcharged me Sincerely, [redacted] ***

South West Plumbing has found it difficult to begin to address the issues and concerns of this customer for the following reason: The description of work done, claims made about interactions with this company, problems addressed and the outcomes are not based in factOne example of this is that the customer is asking for South West Plumbing to honor a dollar coupon, Southwest Plumbing has never to date marketed or produced a coupon in this amountOnce South West Plumbing receives the dollar coupon from the customer, South West Plumbing will of course gladly honor it

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 meSincerely, [redacted]

South West Plumbing had a contract with Mr***, South West Plumbing performed the work asdescribed in the contractMr*** agreed to the work and the price prior to the work starting as shown by his signature. Once the work was done Mr*** signed that the work was completed to his satisfaction and he paid South West Plumbing the amount agreed uponThere is no refund due to Mr***. Mr*** at some point requested estimates from other companies after South West Plumbing completed the work contracted. Mr*** is saying he found someone to do the work cheaperSouth West Plumbing had already done the work, the time to get estimates is before having the work done. As Mr*** is threatening to do whatever he can to ruin the reputation of South West Plumbing if a refund is not given, South West Plumbing is therefore forwarding all prior and future correspondence to *** *** , the attorney representing South West Plumbing. Mr*** will take the necessary steps to protect the reputation of South West Plumbing and recover costs from this damage

Complaint: ***
I am rejecting this response because:My story, my fact-based experiences, with South West Plumbing have not changed and were shared with employee Dora on 11/28/and with EJ on 12/5, 1/and 1/13/ I am disappointed, although, at this point, not surprised by the company's response Based on my experiences, South West Plumbing's service is less than reputable and sadly inspired my first YELP posting and Revdex.com complaint Threatening someone for providing honest feedback of their experience with a business in a legitimate forum is unwarranted and not a reasonable deterrent.
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***I am rejecting this response because:South West Plumbing *** ** *** ***Seattle, WA 98106RefRevdex.com Complaint ID# ***When South West Plumbing installed my hot waterheater on 5/11/2015, the service technician stated I needed a direct vent hotwater heater to meet Washington State code. Because their price presented to me was too high, I asked him severalquestions before agreeing to install the water heater (model # GS650YBDS 290). First, I asked him whether I could purchasethis hot water tank from a different plumbing company or store. He stated South West Plumbing was the onlycompany that sold this direct vent hot water heater. This was untrue. I’ve attached an estimate for the exact hot water heater installed by alocal plumbing company that is close to my house in Orting (seeattachment 1). They sell thesame hot water heater installed for $less than South West Plumbing. Secondly, I asked him whether generic brandswould be about the same price as South West Plumbing and he said yes. This is also incorrect. A generic brand direct vent hot water heaterat *** *** or *** would cost up to $installed which is $lessthan the hot water heater installed by South West Plumbing. South West Plumbing’s response to my Revdex.comcomplaint states “Our water heater warranty extends well beyond themanufacturer’s warranty”. This is untrue. Per the State Water Heaters productliterature, the Select Direct Vent Residential Gas hot water heater has a “6-yearlimited Tank warranty, 6-year parts warranty for Residential applications” (seeattachment 2). The receiptprovided by South West Plumbing states “yr labor, yr parts” in writing (seeattachment 3). South West Plumbing also stated“We warranty the parts at no cost to our customers for the life of the unit”. However, the South West Plumbing receiptstates there is only a year part warranty.South West Plumbing should show their“outstanding customer service” and refund the $they overcharged me. As you can see, there have been several instancesof South West Plumbing providing me with incorrect information, which has prompted meto involve the Revdex.com.My next direction on this matter depends onSouth West Plumbing’s response. If theyrefuse to work with me, I intend to pursue these resources, but not limited, toThe Washington State Attorney General, get *** *** *** Angie list,Craigslist, Facebook and the Asian Americans for Equality (AAFE).However, if they respond and alleviate myproblem, I will consider this matter resolved and I will not pursue any furtheraction of any kind.I look forward to their response.Sincerely,*** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

Mr. [redacted] speaks to a repair performed a year ago this month.  He also notes he called us five days later which I must assume resolved any concern he had at the time.  Although he has waited this long to respond to a pricing issue I will try to answer his concern as to the repair cost.The...

amount charged takes into consideration each job and the aspects related to that job.  Insituations such as mobile or manufactured homes finding leaks can be more difficult than with stick built homes (i.e., skirting, insulation, etc.).As with all of our customers, Mr. [redacted] was given a fixed price to both locate and then repair the problem prior to doing any work.  With such he signed approval for us to do the work, and when we had completed the work again signed that he accepted what was done.  His warranty was for one year which will be over in a couple of weeks. Since there has not been any problems with the repair we feel he received a reasonable price for what he had agreed to pay.We do practice honesty and greatly value all of our customers, however we cannot reasonably extend credit for the work completed as agreed, however we do apologize for any misunderstanding he now expresses.

February 13, 2017 Revdex.com 1000 Stanton Drive, Suite 222 DuPont, WA  98327 RE:  [redacted], ID # [redacted] We take pride in our reputation which is based on quality work and outstanding customer service.  In reviewing [redacted]’s billing we cannot justify extending a...

refund.  Our Washington State Certified Plumber completed a successful repair on a leaking shower arm. Unfortunately five months later the customer experienced an unrelated leak on her shower valve. We did offer to come out and provide a solution for the second leak. We did let [redacted] know that it would be a chargeable call since it was unrelated to the original problem. She chose not to have the service call booked. We apologize, in that we did not satisfy [redacted], as we never wish for our customers to be remotely upset with our company or services we provided. We practice honesty and greatly value all of our customers. Yours truly, Darrell P[redacted] South West Plumbing 206.932.1777

The person responding is not being honest. The company was selected based on the representation that they would come out, check the problem give me a written estimate without charge and I could then decide whether to proceed with repairs. I had already turned off main water valve as "fan type sound" was actually water spraying under the home. All homes have a crawl space, I gave specific make and model of my home prior to them coming out and was told they would provide a written estimate prior to repairs. After waiting for hours, I was sitting there in my wheelchair when technician told me he could not even go in crawl space without $393 charge.How can they provide accurate written estimate without going in the crawl space? where leak was found under master bath where I informed them where the sound to the leak was coming from.Classic bait and switch. Time had gone by, to wait and call another company would mean another 24 hours without water. After initially declining services as shown on invoice, given the fact that after hour rates sky rocket, was forced to sign off on $393 charge to get written estimate prior to repairs beginning, as was originally represented, now forced to forgo what turned out to be relatively simple repair. The business did not honor commitment to provide written estimate prior to work beginning.  They would not even go into the crawl space without $393 charge to confirm location and the problem which turned out to be $344 charge, totally reasonable.$393 charge to go exactly where I informed them the location of the leak and problem was not reasonable, nor was it reasonable for me to have to wait another 24 hours without water. After hour rates soar and I felt backed into a corner sitting there in my wheelchair. I felt Southwest Plumbing was disingenuous in their offer to come out, determine source of the leak and provide written estimate for repairs prior to beginning such repairs was not honored.When technician stops and will not even go into the crawl space without $393 charge.How can he give me an accurate written estimate for repairs without first determining the source of the leak by going in the crawl space? False statements given for bait and switch maneuver.Sincerely,[redacted]Cell:[redacted]

South West Plumbing takes pride in its reputation which is based on quality work and outstanding customer service. We are sorry that we have an unhappy customer, but the customer is absolutely misrepresenting the situation. The customer signed before any work began, and again upon completion...

of work. Our camera specialist and our plumber let the customer know, even prior to starting any work, that there was no rush in beginning work today. We even offered to return the next day, at no additional charge, if they needed time to think about it. We do not use any kind of high-pressure sales tactics. Southwest plumbing never offered the customer a trap because a trap would not be necessary in this case. We are including pictures of our invoices and a picture of a bad check that was written for this service. The customer has not returned our phone calls concerning this. We have yet to receive payment. We apologize, in that we did not satisfy this customer, as we never wish for our customers to be remotely upset with our company or services we provided. We practice honesty and greatly value all of our customers.     Yours truly,    South West Plumbing         206.932.1777

Complaint: [redacted]
I am rejecting this response because:The actual facts were previously provided and specific to the coupon are as follows.  The coupon I gave to technician, Sawyer, on 11/25/16 was for $50 something off.  He told me he could not process it at the time the last half of the bill was paid but that they would take care of it back at the office.  This never happened and when speaking to service manager, EJ, on 1/2/17, I could not recall the exact amount so he said he would obtain the correct amount from Sawyer.  When I spoke to EJ on 1/13/17, he said he wanted to honor the $65 coupon but could not until I removed the YELP posting.  I corrected him and told him the coupon had been for $50 something so he then agreed to $55 which is where this amount came from.  A $50 something off coupon for a bill of 4611.60 is really a minor issue but the response represents the disrespect and dishonesty of this company.  SW Plumbing regularly mails out coupons for a variety of amounts off a variety of services.  I had several such coupons handy which is what prompted me to call them.  I have since disposed of all coupons and magnets as I will not ever be using this company's services. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The leak is from the same area as before and I explained it to southwest plumbing. They did a subpar repair job, and billed me for unnecessary repairs, refuse to come out again to fix a recurring problem they fail to adequately fix.   I will never use their services again and will tell all people what a terrible job they did.
Sincerely,
[redacted]

We take pride in our reputation which is based on customer service and quality work. We never desire to have our customers upset with our company or services. We practice honesty and greatly value each customer.
South West Plumbing does not do any work prior to our customers authorizing the work...

for the amount noted in writing. 
In reference to your concern about the paperwork for the products we installed; as you had mentioned, you had to leave before we completed our work and all of the paperwork was left on the kitchen counter for you. In addition, the work that was done that day was not just a kitchen sink as you have stated, The scope of work included modifying the counter and cutting tile to accept the new sinks dimensions, removing the old sink and disposer, modifying the under sink drains to fit the new sink and reinstall the disposer on the reverse side. Also a kitchen faucet was installed as well as a dishwasher air gap. This work took hours to complete and was no small project. We believe it is important to make the actual scope of work known.
 
We apologize, in that we did not satisfy your expectations as expressed as we never wish for our customers to be remotely upset with our company or the services provided, however, in considering the above, we do not see any reason to extend a credit for the work completed.
 
Yours truly,
[redacted] | Service Manager
SOUTH WEST PLUMBING

RE:  [redacted], Case ID # [redacted]We take pride in our reputation which is based on customer service and quality work. We never desire to have our customers upset with our company or services. We practice honesty and greatly value all of our customers.I truly apologize for any frustration...

[redacted] experienced as our desire is to have satisfied customers.