Water pressure / Faucett install
Booked an appointment, when I was available to be present, to assess problem of water pressure. They called my Wife a day earlier to change the appointment and to come in right away. I was not present (and I mention this because the company made an Issue of this by stating that I should have been present). They assessed the problem, adding in an un necessary job of a Faucet. The work that was performed was satisfactory and NOT THE PROBLEM. The issue I had was the way the Representative sold an extra service. I called the company, (not my wife, as we act as one because we are married) to advise them of our dissatisfaction of the service and NOT the work completed, and not to ask for anything (refund. discount etc.), but the Representative on the phone was rude and unapologetic. I had a problem with the attitude I received, and this is why I'm voicing my opinion. If you read other reviews of unsatisfied clients, you will see that this company NEVER accepts responsibility of their actions, never admitting that they are in the wrong. It appears that if you have any problem with the Company you will not receive any resolution, the customer is never right. No one is perfect, but a truly respectable business is the one that attempts to better themselves and work with the company.
- Approximate cost of services:
- $500.00
- Company Response
Sorry it took us so long to respond, but with no help from HomeStars we had to dig deep into our archives to put this puzzle together. As it turns out, service was provided at your home on April 20th, 2010. Three and a half years ago. We addressed your concerns the first time, verbally, when you called our office on April 30th 2010, and a second time, in writing, on July 17th, 2011, when you emailed us the same concern. At that time, at the completion of our correspondence, you wrote that “no further reply was required”, yet here we are again, three and a half years later, put in a position where we must reply to you. Our response today will be the same as in the past. Your wife Sandra, as an owner of the home, agreed to move the appointment forward in date and be the point of contact. Us calling to try and move an appointment sooner in date is a courtesy and well received by all. We do not force an earlier arrival date, we simply offered, and your wife saw the benefit in this offer, and accepted. It is not our place to tell your wife that she cannot be the point of contact if she wants to be. That is between you and your wife. Your wife Sandra, as the point of contact, was given a professional assessment and recommendations. We do not force repairs on our customers; you called us requesting repairs, not the other way around. We always look to our customers for authorization first and only proceed with work after receiving signatures as confirmation. Were we to assume that your wife was not competent in making these decisions? Of course not, we listen to our clients. You mention that we do not take responsibility for our actions, but the responsibility lies with the point of contact to ensure they get what they want by exercising their power to ask questions and voice concerns before any work is agreed to and completed. Our point of contact was Sandra, and Sandra wanted a new faucet. Sandra has not once contacted us to complain about the service we provided.