South West Plumbing

RE:  [redacted], ID # [redacted]We are very sorry that South West Plumbing was unable to meet your expectations. It 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 replacement. After discussing these you made a choice between the two options. Just 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.

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 4 months.2) It is reasonable to assume that plumbing leak repair should last for at least 1 year3)  They performed unnecessary repairs/rplacement and overcharged me.
Sincerely,
[redacted]

On July 11, 2015 we dispatched technicians to Mr. [redacted] home in Renton to repaira toilet.  This was an old toilet which we do not stock parts for. He was willing to find parts providing we could install them.  In consideration of this, we agreed to bill him for installing customer...

supplied parts.  With customer supplied parts we do not warranty the parts, therefore if they fail additional cost will be incurred to remedy the problem.Since his supplied parts did fail, we agreed to apply his repair bill to the cost of installing a new wall hung toilet.  He expressed his appreciation by email, however he then request a price to install a customer supplied toilet.  Again, we did this applying the credit for the initial repair.Following receiving the above quotes he choose to reverse the credit card payment madefor the initial repair with customer supplied parts.  In this process he has tried to escapepayment for the work he agreed to while trying to make an issue that we were price gouging him.  The reality is that we have openly made reasonable and honest efforts to accommodate his plumbing needs.

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 products. Our 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.

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. 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 fact. One...

example of this is that the customer is asking for South West Plumbing to honor a 55 dollar coupon, Southwest Plumbing has never to date marketed or produced a coupon in this amount. Once South West Plumbing receives the 55 dollar coupon from the customer, South West Plumbing will of course gladly honor it.

April 27, 2017 [redacted] Revdex.com 1000 Stanton Drive, Suite 222 DuPont, WA  98327 RE:  [redacted], ID # [redacted] It is unfortunate that some confusion still exists concerning the services provided. As stated in our prior response 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] General Manager | 206.932.1777 [redacted] SOUTH WEST PLUMBING

The customer has made contact, about South West Plumbing, to other agencies, the story changes each time. It is becoming obvious that she is just trying to get a refund by damaging South West Plumbing’s good reputation. If 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:
  No paperwork was left on my counter except a pink copy of the invoice.  All of the guarantee & product information for the sink was gone.  More importantly, the invoice didn't list any amounts for each item.  There was only a total.  It would be easier to understand $2000 if the costs for each item were listed.  I don't need another response.  It's done.  I've learned my lesson.Sincerely,[redacted]

Our service manager has been in contact with the customer to discuss their issue.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

RE: [redacted] ID # [redacted]We are very sorry that South West Plumbing was unable to meet your expectations.  It is always our desire to exceed all customer’s expectations.Our customers are given the price for the work before any work is started and always get approval from our customers before we start the work.In your case you had a leak that required work to be done first to determine what the actual repair of the pipe required.  The first part of the job involved removing building material such as insulation and vapor barrier.  The plumber gave you the cost before he did any work. You authorized and accepted such with your signature.  The plumber completed the work as contracted.  You signed that the work was completed satisfactorily and paid the plumber for the services.Again we are sorry we did not meet your expectations.

Complaint: [redacted]I am rejecting this response because:As I stated in my previous response, the ONLY reason I agreed to have this product installed atmy house and signed the contract was because your technician told me his bestproduct (State direct vent hot water tank) was not sold anywhereelse in Washington, only through South West Plumbing.  The generic brandsof this kind of hot water tank sold in local hardware stores have similarprices.  That’s the reason why I didn’t spend my time searching.  Iftheir technician didn’t lie to me to get my business, I would have comparedprices of this product and NEVER accepted his price and NEVERallowed this product to be install on my house and NEVER signedthe contract. Only a few days later, I found out that another local company has it too, [redacted] Also, generic brands of this kind of direct vent tank have cheaperprices.  The most expensive tank I found was up to $1500 installed, $3800cheaper than South West Plumbing. Threatened your company?  I am only trying to get a fair price.Sincerely,[redacted]