I have had the absolute worst time the past 3 months dealing with this company trying to get my leaking valve fixed. That absolute disregard for customer service is like no other. You ask to speak to a manager and you get told "I guess if you must I can leave a note" (this said note, will never happen, as after 3 weeks of calling back every 2 days you still don't get to speak to them.) The cancellations is just pathetic, I would get a call after waiting 2 hours for the plumber to be told they aren't coming WHEN I have an appointment. I would be told I would have to wait ANOTHER week to get them to most likely not show up. They just FINALLY fixed my valve and it was not worth the effort to deal with these people, as they still were late. You don't even get a true apology by the people who are not treating you as a valued customer as you should be. I think it is historical that they have a "100% satisfaction guarantee". Is this because you will never get a chance to voice your concerns about the customer service, or lack of?
- Approximate cost of services:
- $411.33
- Company Response
We apologize Melanie for not being able to make it there on the first attempt. I'm not sure about the 3 month comment as when I looked up the history of this call per our records, your Mom had called us for the first time on March 4 and we had booked her in for March 7th. We had contacted you that day and had to rebook because the city couldn't make it out and as we explained to you, our hands were tied. The only way that a main water shut off valve in a home can be replaced is by having the city come to the property and shutting off the valve located outside. With all of the water main breaks that happened this spring, the city bumped all of the water shut off requests to the bottom of the list as they had to deal with entire blocks not having any water at all. We have zero influence on how the city dispatches their emergency crews. When they were finally able to show up on March 21, we were there as well (waiting 4 hrs for the city to shut the water off), they found that the outside valve was faulty and once again we were not able to perform the replacement. Some point between March 21 and April 21, The city sent a crew out to replace the valve. April 21 we were booked in but the city didn't have any crews working that day unless it was an emergency, which this was not. April 25 we were scheduled to come back and it was at that time the city realized that they unfortunately replaced the wrong valve on the street and once again we were not able to perform the valve replacement inside the home. It wasn't until the city had finally replaced the correct valve (Approx. April 25-28), were we able to perform the main valve replacement. We are booked 2 weeks in advance right now, yet we have been leaving a tentative booking in the schedule specifically to take care of this replacement which we completed April 30. Once again we offer our apologies for this unfortunate turn of events. We understand that this was a frustrating experience and although these turn of events were completely beyond our control, we would like to refund your service fee back to you. We take our customer satisfaction very seriously and have had top mark reviews by other clients. This is the very first zero review we have ever had in the 18 years of being in business. We hope that you would consider giving us another opportunity to be of service to you in the future so we can show you why we have one of the best reputations in Saskatoon.