I made a service call to Harris Plumbing to inquire about the cause for the rusty water in my home. A friend recommended them and suggested that they may be able to help. When Mike came, he was not able to look at the water tank or anything and could not make a single recommendation besides trying to sell me what he could do. He said that for him to "touch" anything, there will be an additional charge. At the end of this so called "service call", all he could do was collect some water to "test", telling me that the results would come in Wednesday. I paid the required fee for this service call and he said he would send me a receipt. I followed-up shortly after and instead of the copy of the receipt or results of the water test as promised, I got a lengthy email about the price quote instead. There was absolutely NO SERVICE with this SERVICE CALL and they were NOT HELPFUL whatsoever. I WOULD NOT RECOMMEND this company to anyone.
- Approximate cost of services:
- $100.00
- Company Response
Hello there, I'm sorry that your experience was less than stellar with us. This is certainly not the norm. Your friend recommended us because we do provide great service - and go above and beyond to ensure customer satisfaction. However, would you please provide more information about who you are so that I can investigate into your situation and gather details? (we have 2 Mikes)
When you scheduled your call with us you would have been told that our service fee applies in order to have a technician arrive at your home. Water quality complaints almost always need to start with water test. Any services required are then quoted up-front and once approved by you, are completed. Further to this information, I cannot help you until I know who you are so I can speak with the Mike who attended your home.
I await your response and very much want to provide you with an explanation and a resolve.
Thank you, Paddy at Harris Plumbing. 1-866-786-1801 Please call me.
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Later the same day - no response from this customer. We have however determined who this is and offer this response....Mike remembers you well from Saturday December 16th.
Your water softener is 26 years old and very rusty and most of the fittings were seized. Mike explained to you that he could not "touch" it because it would fall apart on you and could not be repaired. You wanted him to fix it but you didn't want to pay anything for this work. He quoted you on a high quality new softener unit which would remove hardness and iron, which was obvious by the red stains. You declined.You had him also look at your hot water tank which was a rental. We cannot work on rentals - he told you to call your rental company for that repair. Have you done that?
You were mistaken and assumed that our service "fee" of $89 (to get Mike to your home) was going to pay for several repairs that you wanted. Your recorded call with our dispatcher shows that this was explained to you. Of course any work that he would do would be quoted up-front and billable COD.
You called us to help you. We gave you our professional recommendations and quotes on the work you requested. I do not know why you say we didn't give you any recommendations. We gave you exactly what you asked, for except free repairs.
We have checked our GPS records and Mike spent more than an hour in your home while you showed him various repairs. He quoted you from our service catalogue and each time you told him "too expensive".
He emailed you a receipt which perhaps you did not receive. If you still need one we will be happy to resend it.
Mike graciously and willingly invested 2.5 hours with you, including travel time to & from your home, for just $89. I do believe that any other professional plumber would have bid you farewell long before that.Harris Plumbing, thriving in business since 1974, provides excellent, professional plumbing services and we stand behind everything we do. Your friend was correct to recommend us. You just wouldn't accept our help.