The Great Plumbing Co

“Private User”, It is unfortunate you feel this way. We at The Great Plumbing Co take providing our plumbing service very seriously. Our scheduling process is informative, thorough and detailed, this way providing the best experience and value to the customer. This approach is clearly exemplified with numerous great reviews that we have that provides a significant overall 99% rating.
Unfortunately your description as to the service provided is not accurate. Below are the facts as to what exactly transpired with providing our valued service to you.
Nov 11 2019 at 1pm we were contacted by you as to an odour in your home, both in the kitchen area as well as the basement washroom.
You were notified by our dispatch as to how we operate and provide service. Your questions were answered and your service call was scheduled for the following day Nov 12 2019.
An e-mail and text message was sent confirming your appointment, these also explain very clearly once more our policies, procedures, terms and conditions for you the customer.
Our fully Master Licenced and insured Plumber arrived the very next day Nov 12 2019 at 10:10am to provide you with help with respect to your issue.
The issue as explained by you and documented was then addressed by the Master Plumber with 35 years experience on site with you.
There was considerable discussion as to what the possible cause of this odour was or could be. This included an approach that was the least invasive to start. We did not recommend any excessive work such as opening of walls etc... prior to the suggestions we provided be fulfilled by you, this way also keeping the cost to you under control. As your home was of age and had been renovated top to bottom it was suggested we take one step at a time in the approach to ascertain where the odours originated.
Total time spent at your home was 1 hour 22minutes 10:10am – 11:32am and you were part of the overall assessment performed every step of the way.
The result was as follows and was duly noted on your work order.
“Assessed above issue by performing inspection of existing kitchen and basement bathroom”
It was discovered and explained in detail and also noted on your work order that there was an issue with respect to the vent connection on you kitchen sink waste.
You understood our approach and what the next step would be that could be performed easily by you in order to save any unnecessary costs to you. These next steps were agreed to by you and also noted on your work order.
Prior to presenting the work order / bill to you it was explained verbally the minimum we could charge for our exploratory work would be $158.00 + HST. You agreed, paid, and we expected to hear from you in a few days as to the suggestions provided and what the results were.
Nov 29 2019 a telephone call was received by you by our dispatch that you were not happy and felt you had been overcharged, an e-mail was also received that same day.
You were contacted that same day whereby a discussion ensued with respect to your complaint.
We were at a loss as to why you felt this way as the work order and prior discussion as to our approach and fees to be charged were made very clear. You had accepted the service and work that was performed, signed the work order and paid. There was no mention at the time of service as to your feelings that were stated by you 17 days later by e-mail and telephone call, and ultimately again with this poor review of our service an additional 20 day's later.
To expect a professional plumbing company to send a licenced and insured plumber to your home, spend almost 1.5 hours plus travel time to your home in a fully stocked and outfitted truck for $59.00 in our opinion is unreasonable. Again this is unfortunate you feel this way but we assure you our fees are well within industry standards. We wish you all the best with your home issue and Happy Holidays and Happy New Year