After spending $4000 on a new water system in 2014, was very disappointed in emergency follow up. Called Monday afternnon to share our water wasn't working and the sterilite tube had cracked and needed to be replaced. Was promised a plumber on Tuesday btwn 8 and 10pm. The office called Tuesday morning to ask for the part number for the tube and shared that Jamie would be early. Around 12pm got a call from laura at dispatch that Jamie's job was going to be longer and he couldn't make it. I explained again that we had no water and someone had shared a few hours earlier that he was running ahead of schedule. She didn't know why this happened and said no one else could make it and the next available appt was wed. Keep in mind they charge extra for an "emergency appt." Based on the way we were treated on the phone and the fact they couldn't keep the time for an emergency appt Harris had lost a loyal customer.
- Approximate cost of services:
- $4,000.00
- Company Response
Hello, this is Paddy - Office Mgr at Harris Plumbing. I apologize for the delay however I just saw your review here on Homestars.com. If you could please respond directly to me with your name I would very much like to look into your situation. This is not normal practice by any means and I would appreciate the opportunity to investigate the details and if possible make this situation right with you.
While we do offer 24/7 emergency service, because we provide excellent service we are busy. Our days are often fully scheduled days in advance. In order to provide emergency service same-day we usually have to move other customers around to make room. That can take time & certainly effort for our Customer Service staff to reach them and re-accommodate them as well to make room for your service call. Yes our service fee is slightly higher due to those reasons - this is not however unusual.
I would like to investigate why we were unable to schedule you in that evening with one of our on-call emergency plumbers - was it your schedule or ours. Please call me at 1-866-786-1801. Thank you and I hope to hear from you.