Puget Sound Plumbing & Heating

Complaint: [redacted]
I am rejecting this response because: I gave them two chances to fix my sink correctly, they tried once and I told both of them how bad it looked and I was not happy with the way that it looked and neither were they at the time that he showed it to me.  Why not be honest about everything, they grossly over charged me for lousy  unprofessional work. They sent two very unprofessional younger guys out to do the job.  One was in training.  So I asked him to redo it again and it still did not turn out right. That is when he call the office and explained it to someone in the office.  Check their phone listing for that time frame. They are lying saying that my boyfriend was mad about it. He wasn't even there.  I do not like the work that they did and I do not want them back in my home.I notice that my toilet is still running water every 30 minutes or so.  Lousy unprofessional work that they do .  Yes I agreed to that extremely high price because I needed it done by Thanksgiving and I begged them to please do it right because I was being charge so much and needed it done quickly.  My toilet was not rebuilt, all he did was take the back off and clean it. I know because I helped him to clean it.   I do not want them to enter my home ever again.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  While I do appreciate your apology, it is little more than lip service.  Yes, I understand you have a book with your pricing.  No, I don't understand how you can justify under any circumstances charging over $1,000/hr.  You failed to mention that I asked while on the phone with your representative where your book came from?  He refused to answer.  I asked him how he would feel about being charged $1,000/hr.  Again, no answer.  How would you feel?  No, I do not believe Mrs. [redacted] understood what she was signing.  You may consider your company as running an "ethical" business, but your actions do not indicate so.  You have yet to justify how you can charge over $1500 for a service that took less than 45 minutes to replace less than $100 in parts.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but only under the circumstances that no additional fees are imposed on the attached invoice provided. If so, I will mail payment to Puget Sound Plumbing, but do not wish to have any further correspondence with them as they were very rude to me on the phone (hence, why I hung up). I do disagree with their statement that it was never suggested to rip open the wall as this is exactly what was advised, and the fact that I did get the work completed by another plumber for $200 total while they were quoting me a minimum of $600 (if they did not open the wall) is still an unreasonable quote. I do think you should review all the complaints posted against this business and I regret that my boyfriend did not do his research before contacting them as I would have never agreed to have them come out given their extremely poor ratings and reviews, nor would I have ever agreed to their ridiculous $99 dispatch fee.Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:First of all, I did not hang up on the vendor.  I told Chris that our conversation was going no where and let him know that I was ending the conversation - 'goodbye', as he was engaging an unproductive circular argument that was going to lead to no resolution.  It is not 'reasonable' to install a new $25 hose bib for just under $1,000 and then for it to be discovered as mechanically defective a short time later and asked to pay an additional $100 to repair it again.  I am a contractor as well and understand warranties and terms.  I also am a reasonable person and understand what is right and what isn't.  The company, in particular, the office management should have replaced the part while the 2 techs were already onsite, as this would have cost them $25 at the very moment.  Instead, arrogance and the desire to 'win' based on a poor argument prevailed versus turning the already negative customer experience into a positive one.  The defective part should be replaced despite being outside of the 90 warranty.  The way in which the company handled this situation, both the field tech and the office personnel was extremely poor and people who need plumbing services should know not to call this company. 
Sincerely,
[redacted]

August 13th, 2015Revdex.comCase #[redacted]RE: [redacted]Puget Sound Plumbing hopes that [redacted] considers this letter our formal apology for not being completely satisfied with our company. We take pride in our reputation which is based on quality work and outstanding customer service. We want to make it clear that we never wish for our customers to be remotely upset with our company or services we provide in any way. We practice honesty and greatly value all of our customers.Mr. [redacted] has stated that PSPH was misleading when quoting him the $99 minimum fee.  As stated previously, it was very clear to Mr. [redacted] that the minimum fee would be $99, and he even asked the dispatcher to repeat herself and she did.  He then said “okay” and continued to book his call. PSPH has fulfilled all obligations to Mr. [redacted].PSPH does wish that Mr. [redacted] will accept this correspondence as our formal apology for his dissatisfaction. We also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any way. We do practice honesty and we greatly value all of our customers. Again, we do apologize that Mr. [redacted] is not happy and we consider this complaint closed. Respectfully,Puget Sound Plumbing and HeatingEnclosure

July 22nd, 2015
Case #[redacted]
Puget Sound Plumbing hopes that [redacted] considers this letter our formal apology for not being completely satisfied with our company. We take pride in our reputation which is based on quality work and outstanding customer service. We want to make it...

clear that we never wish for our customers to be remotely upset with our company or services we provide in any way. We practice honesty and greatly value all of our customers.
Mrs. [redacted] contacted PSPH for a clog in her kitchen sink at her property.  Upon arrival, the plumber Taylor found that Mrs [redacted] kitchen sink was clogged and that she had used a hazardous chemical in the drain. He presented Mrs [redacted] with the estimate of what the work would entail and what the cost would be prior to doing the work. Mrs [redacted] signed the invoice approving the work that needed to be done.   Anytime our plumbers have to handle a hazardous chemical, and dispose of a hazardous chemical there is an additional cost for that, Taylor explained this to Mrs [redacted] and she understood that is what the second line item was for on the invoice.  Taylor then completed the work and corrected her issue, it is now in proper working order and he fulfilled his duties.  Upon completion Mrs [redacted] signed the invoice for a second time for Acceptance of Work Performed.
PSPH does wish that Mrs. [redacted] will accept this correspondence as our formal apology for her dissatisfaction. We also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any way. PSPH will put a credit of $100 on her account for any future work for her dissatisfaction. We do practice honesty and we greatly value all of our customers. Again, we do apologize that Mrs. [redacted] is not happy and we consider this complaint closed.
 
Respectfully,
 
 
 
 
Melissa B[redacted]
Puget Sound Plumbing and Heating

Puget Sound Plumbing and Heating hopes that [redacted] considers this letter our formal apology for not being completely satisfied with our company. We take pride in our reputation which is based on quality work and outstanding customer service. We want to make it clear that we never wish for...

our customers to be remotely upset with our company or services we provide in any way. We practice honesty and greatly value all of our customers.
Wednesday, November 16, 2016 Ms. [redacted] called PSPH because her tankless water heater wasn’t working. We were able to get her scheduled the very same day. Ms. [redacted] scheduled her appointment with Karla who quoted her our dispatch fee of $99. The recording is attached for review.
Upon arrival, the plumber, Adam gave Ms. [redacted] the price to diagnose her tankless water heater. This included hooking up his remote to look for error codes. She approved the diagnostic cost of $299. At this time, there were no error codes, the water heater was working properly, and we turned up the heat on the tank. Adam told her if the water temperature continues to fluctuate she may need a mixing valve but she required a maintenance to the unit since the unit had not been serviced in 5+ years. After Adam left, Ms. [redacted] found another company that was willing to do the maintenance for less money. At that point, she was unhappy with our estimate and wanted her money back for the diagnostic Adam already performed.
It is clear that Ms. [redacted] is unhappy about the price. In terms of pricing, we have a third party out of California set the pricing for us. This company sets pricing for plumbing companies across the nation. This way we can ensure we are being fair to each and every customer. We are not the lowest priced company but we are also not the highest. We are a premier plumbing company and we do have to charge differently to accommodate our features and benefits. Some of the features and benefits of using PSPH include: •Licensed Residential and Journeyman Plumbers•Warranties•24 Hour Emergency Service•Regular Appointments until 9pm•No Additional Weekend Charges•Same Day Service•Licensed, Bonded, and Insured•Fully Stocked Trucks•Drug and Background Tested Employees
PSPH does wish that Ms. [redacted] will accept this correspondence as our formal apology for her dissatisfaction. We also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any way. We do practice honesty and we greatly value all of our customers. Again, we do apologize that Ms. [redacted] is not happy and we consider this complaint closed. Respectfully,Melissa B[redacted]Puget Sound Plumbing and Heating

Please see all enclosed attachments
Puget Sound Plumbing hopes that [redacted] considers this letter our formal apology for not being completely satisfied with our company. We take pride in our reputation which is based on quality work and outstanding customer service. We want to make it clear that...

we never wish for our customers to be remotely upset with our company or services we provide in any way. We practice honesty and greatly value all of our customers.[redacted] contacted PSPH for a leaky toilet.  [redacted] is a previous customer of PSPH, and was aware of our dispatch fee.  Please see enclosed invoice. When [redacted] called PSPH he was quoted the minimum dispatch fee again. See enclosed recording. PSPH does wish that [redacted] will accept this correspondence as our formal apology for his dissatisfaction. We also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any way. We do practice honesty and we greatly value all of our customers. We have placed a $99 credit on [redacted]’s account to apply towards any work.  Again, we do apologize that [redacted] is not happy and we consider this complaint closed.

Revdex.comCase #[redacted]RE: [redacted]Puget Sound Plumbing hopes that [redacted] considers this letter our formal apology for not being completely satisfied with our company.
We take pride in our reputation which is based on quality work and outstanding
customer service. We want to make it clear that...

we never wish for our customers
to be remotely upset with our company or services we provide in any way. We
practice honesty and greatly value all of our customers.[redacted] contacted PSPH to
have a couple of shower faucets repaired.  Upon the arrival the plumber, Josh, gave Ms. [redacted]
an estimate to repair a couple of shower valves and a shower faucet. Ms.
[redacted] signed the invoice approving the price. Upon completion, Ms.
[redacted] signed the paperwork accepting the work and the cost. Here are some
notes that were recorded when Ms. [redacted]’s son called, 2/20/2017 11:26:51
AM:  Customer's son in-law [redacted] called in
unhappy about the pricing. He said we were taking advantage of an elderly
woman. We told him all of our pricing comes from our pricing guide, and the
prices are the same for everyone. He told us if we didn't refund her some money
he was going to “bash us on every site and report us to the Revdex.com”. We reiterated
that we didn't charge [redacted] any more than we would charge anyone else, and he
asked how we could live with ourselves and hung up. PSPH has fulfilled all
obligations to Ms. [redacted]. In terms
of pricing, we are a premier plumbing company and we do have to charge
differently to accommodate our features and benefits. Some of the features and
benefits of using PSPH include: Licensed Residential and Journeyman PlumbersWarranties24 Hour Emergency ServiceRegular Appointments Until 9pmNo Additional Weekend ChargesSame Day ServiceLicensed, Bonded, InsuredFully Stocked TrucksDrug and Background TestedPSPH does wish that Ms. [redacted]
will accept this correspondence as our formal apology. We also want to make it
clear that we never wish for our customers to experience any dissatisfaction
with our company, or the services we provide in any way. We do practice honesty
and we greatly value all of our customers. Again, we do apologize that Ms. [redacted]
and her son in-law, [redacted] are not happy. Respectfully,Amber S-K   CSRPuget
Sound Plumbing and Heating

·         On 2/10/17 The customer called in and made an appointment for us to come out and look at some plumbing work he wanted done ·         After looking at what the customer wanted us to look at he was given a price...

to do the work ·         The customer signed for us to start the work suggested at he price that was quoted ·         Our technician proceeded to do the work ·         Once work was done we collected payment and had customer sign the invoice stating he was happy with the work performed ·         On 11/22/17 the Customer called for hose bibb installed in February sprays water at you up to 6 feet when the hose is turned on ·         customer is aware that it is no longer under warranty ·         when our technician arrived, and looked at what needed to be done he informed the customer on what needed to be done and gave him a price to do the work ·         the customer said he was not paying for any work to be done ·         at this time the technician called the office and asked me what he should do ·         I said the work was not under warranty but we can do the work for $100 the cost of the part plus a little bit of his time. ·         When the technician explained that to the customer he became I rate and said he will call the office ·         When the customer called and spoke to me I tried to explain to him that there was a 90 day warranty on the work we did and it expired on May 11th ·         At this point in time the customer stated that the work was never done correctly ·         I asked the customer if it was never done correctly then why is this the first we are hearing about this if the hose bibb was shooting water 6 feet when turned on. ·         He then told me that he is a contractor and very busy ·         Then I explained if he was a contractor that if a customer called him with an issue that was not under warranty that I know for a fact that he would charge his customer ·         He then said I was being unreasonable and if I didn’t do the work that needed to be done for free then was going to complain to everyone. ·         I then explained that $100 dollars was more then reasonable it was over $500 less than what he was quoted to do the job ·         The customer then hung up on me ·         We feel that we are being very reasonable to make the customer happy on work that was 190 plus days over due please see attached for supporting documents  [redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]

Complaint: [redacted]I am rejecting this response because:
PSPH continues to ignore the essence of my complaint. I called PSPH to obtained a quote. I didn't not request the service. PSPH dispatched the technicians without informing me about the dispatch fee. As it follows from the recorded conversation, PSPH masked the dispatch fee as the minimum price for the service which I decided not to accept.Sincerely,[redacted]

·         On 11/16 the customer called in and requested for us to come out and look at some work she wanted done ·         Our technician came out and gave the customer a price to do the work that she requested...

·         At that time, she gave us authorization and signed for us to start doing the work we suggested ·         Once the work was done the customer paid us and signed stating they where satisfied with the work that was done ·         The customer called in on 11/20 stating that she was now unsatisfied with the work that was done ·         I explained that if she was not satisfied with the work that it is warrantied and I will get someone out rite away and fix it and do what ever it took to make her happy ·         She said no she wanted to have another company do it and wee needed to pay for the other company to do the work ·         I explained that was not possible we did the work and we warranty our work and we would love to make it rite if there was really something wrong ·         At this time, she said that we just needed to give her $500 so her boyfriend wouldn’t be mad at her anymore ·         I said that we don’t do business that way that her domestic dispute is her issue and if there was really and issue with our work that we would be glad to fix it ·         The customer then hung up on me Please see attached supporting documents

Complaint: [redacted]I am rejecting this response because:
The manner and demeanor which both Joseph and Tabitha exhibited was very discriminative and condescending meaning (deal with it). They were not courteous and interested in hearing what I was telling them but rather telling me to agree to paying 50% so that the do another shoddy job. Why would Joseph tells me that Mr. S[redacted] the dispatcher does not know a thing? What good is it that PSP hires someone without the knowledge. Two wrong does not make a right. I.m more concern about false advertisement and workmanship. Why is Sean (dispatcher) there if he knows nothing as Joseph stated. This causes a big liability and company integrity. 
I was adamant that the job would be done and done in one stop without any complaint. I was treated so badly by both Tabitha and Joseph who were involuntarily forcing me to pay more money. In their mind they thought that because I speak with an accent and person of color I may be dumb and do not know my rights. I believed Tabitha was shocked and amazed that I contacted Revdex.com and now she is apologetic. She was not very professional and courteos when I was talking to her on the phone. I'm concerned and astonished that she would not give me her last name and refused to provide me contact of the Owner. I took initiative and snaked my drain and now it's working fine. All I wanted was them to try and snake the drain again. That is a sign that South Sound Plumbing did not do a fantastic job as they believed so. I hold PSP in high esteem and I don't want other customers to fall prey of their unprofessional job.  I would not in any way form or shape recommend PSP to any customer I know. I got conned and paid $400+ for a shoddy job which I corrected after they claimed to have done. In my opinion I'm asking for a refund and that's all I need. Sorry that Tabitha is apologetic about her choice of words and in support of shoddy job that Joseph did. This should be a lesson that all customers need to be treated with respect irrespective of speaking with ascent and coor of skin and the company should ensure that all their staff knows what they are supposed to do rather than  saying  "Mr. Sean the dispatcher knows nothing". Why do you hire someone who knows nothing? Is this good business practice? Of course not. All I want is a refund since I did the job I paid them to do and they failed to do. Thank you
Sincerely,

Puget Sound Plumbing and Heating hopes that [redacted] considers this letter our formal apology for not being completely satisfied with our company. We take pride in our reputation which is based on quality work and outstanding customer service. We want to make it clear that we never wish for our customers to be remotely upset with our company or services we provide in any way. We practice honesty and greatly value all of our customers.[redacted] had a clogged drain under his kitchen sink. PSPH performed an “Attempt to Clear” and then tested the drain with [redacted] present for 15 minutes. The drain was draining properly. [redacted] called PSPH because his drain was backed up again. As a courtesy, PSPH waived the dispatch fee to return to [redacted]’ home. The plumber, Joseph, gave [redacted] the next steps in the process to clear his line.  [redacted] chose not to do any further work which was needed to properly fix his problem. PSPH does not treat any of their customers different based on Age, Race, Religion or anything of the sort. We treat each customer with the same respect and integrity.   PSPH does wish that [redacted] will accept this correspondence as our formal apology for his dissatisfaction. We also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any way. We do practice honesty and we greatly value all of our customers. We consider this complaint closed.

Puget Sound Plumbing hopes that [redacted] and [redacted] consider this letter our formal apology for not being completely satisfied with our company. We take pride in our reputation which is based on quality work and outstanding customer service. We want to make it clear that we never wish for...

our customers to be remotely upset with our company or services we provide in any way. We practice honesty and greatly value all of our customers.
The [redacted] contacted PSPH on July 3rd 2015 for a broken pipe and an outside faucet leaking. Upon arrival, the plumber, Taylor found that Mr. [redacted] had already installed a 1” PVC Tee him self and decided to call a plumber to finish. Taylor installed 1” copper line, shut off, and 1” pex line through the outside wall.  Upon completion, Taylor tested for leaks by doing a pressurized test on the line. There were no leaks on Taylor’s work or Mr. [redacted] work at that time.
  On July 13th Mr. and Mrs. [redacted] called PSPH because a pipe was still leaking.  We sent out a different plumber, Joseph, to take a look.  Upon arrival Joseph found the pipe was leaking from the customer installed 1” PVC Tee.  Joseph gave the customer an estimate to replace the 1” PVC Tee that we did not install.  Mr. and Mrs. [redacted] refused the service and requested to have the original plumber, Taylor, back out.  July 16th, Taylor went back to Mr. and Mrs. [redacted] property. Taylor confirmed it was the customer installed 1” PVC Tee that was leaking. Mr. and Mrs. [redacted] refused to have the work done and Taylor left.  PSPH has fulfilled all obligations to Mr. and Mrs. [redacted].
PSPH does wish that Mr. and Mrs. [redacted] will accept this correspondence as our formal apology for their dissatisfaction. We also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any way. PSPH will put a credit of $100 on their account for any future work for their dissatisfaction. We do practice honesty and we greatly value all of our customers. Again, we do apologize that Mr. and Mrs. [redacted] are not happy and we consider this complaint closed.
Respectfully,
Puget Sound Plumbing and Heating

Case #[redacted]
Puget Sound Plumbing wants to thank [redacted] for her reply and PSPH hopes she considers this letter our formal apology for not being completely satisfied with our company. We take pride in our reputation which is based on quality work and outstanding customer service. We want to make it clear that we never wish for our customers to be remotely upset with our company or services we provide in any way.
As stated in our previous response, Ms. [redacted] was given the written estimate prior to any work being done. It is standard procedure to charge extra for chemical use. The cost for this is also printed in our pricing guide and used on a normal basis.  Ms. [redacted] was fully aware of the cost prior to the work being done. Ms. [redacted] signed the contract for the work to begin and signed again stating she was happy with the completed work. PSPH has done nothing wrong and has fully met all obligations to Ms. [redacted].
PSPH does wish that Mrs. [redacted] will accept this correspondence as our formal apology for her dissatisfaction. We also want to make it clear that we never wish for our customers to be remotely upset with our company or the services we provide in any way. PSPH will put a credit of $100 on her account for any future work for her dissatisfaction. We do practice honesty and we greatly value all of our customers. Again, we do apologize that Mrs. [redacted] is not happy and we consider this complaint closed.
 
Respectfully,
 
 
 
 
Melissa B[redacted]
Puget Sound Plumbing and Heating