comments

Thank you to Customer Lobby for providing a service where the customer can express their opinions and comment on our service. I truly believe in this process and the integrity your review site offers both the customer and the service provider. As crazy as it sounds I appreciate and thank this customer for expressing their dissatisfaction on the service we provided. Negative comments are as valued as those that are positive. They give us the opportunity to look and our business and the service we provide from the customers view and make necessary improvements to avoid a repeat of their situation. Any complaint is our opportunity for us to improve every aspect of the way we do business. We have a 100 satisfaction guarantee therefore; we will return the diagnostic fee of $42 to this customer.
From my research, I found that the person that booked this call was present at the time of service was the tenant but represented herself as the owner during the phone call to the office and upon our technicians arrival. It was not until the technician gave her a price that she said she was the tenant and had to call the owner for approval. This was a 3 story condo with the stoppages being on the 3rd floor. There were three separate drain stoppages and no clean outs. The first was a Lav sink stoppage and we would need to remove p-trap, waste and overflow and snake the line to clear. The second was a separate toilet stoppage where we would need to auger toilet with 2nd option of possibly pulling the toilet due to the massive amounts of toilet paper that had been placed in the toilet. The third was an unrelated shower stoppage. At a minimum we would need 25 foot snake to attempt to clear line. The second option if unable to clear would have to be to cut drywall to access drain. None of the stoppages had cleanouts. Our $99 special must have clean out available. This was explained to the caller, (tenant) at the time this call was booked. The technician did not talk to the owner (apparently who has written this review) nor was he aware of tenant owner scenario until the price was given. We do not know what was relayed to the owner and what work was actually done. In this situation it is hard to know if we are comparing apples to apples, which stoppages were cleared by other party and if cleared properly. Did the service provider have proper insurance coverage in the event of flood or fire? We carry a 2 milion dollar policy. Do they carry workers compensation? Are all technicians drug tested, have had extensive criminal background checks, personality profile test and extensive technical training? Were they true plumbers? Do they offer true 24 hour service 7 days per week and finally do they have a 100 satisfaction guarantee. If the customer is unhappy with the service provided will their money be refunded 100 without question? Thank you for the opportunity to respond and thank you for reading our response. Sincerely, Mary Jean Anderson, President.

Anderson Plumbing Heating & Air commented on 12/08/2010