I own a duplex in Fredericksburg. Tenant reported a gas leak and found Plumb Magic to come a few days later. A neighbor acting as property manager was onsite to handle the appointment. Long story short, the technician misdiagnosed the issue and was about to open up walls to run new gas pipe. Luckily the owner intervened and properly diagnosed the issue.
My neighbor acting as property manager was texting with me throughout the appt. She indicated that the plumber said that he had explained everything to me. He had not. And that the estimate was being sent to both of us and as soon as it was approved, work would begin. I never received such estimate. The work happened.
My texting communication with her in the affirmative was based on her assumption that the estimate had indeed come through to me. And her communication to the plumber to proceed was based on the assumption that the estimate was in my hands and my affirmative messaging to her was fully informed. But it was not. I waited and waited for it and assumed it was still being prepared and that what she was texting to me about what they were planning to do was the best option. So I continually affirmed the proposed solution. Still waiting for the actual estimate.
When I finally got the estimate, the work had already been performed and it was no longer an estimate, it was in invoice. Rates higher than I have ever paid for gas work in either Virginia (Alexandria) or Maryland (Frederick). Basically, I lost the option to just pay the service call fee and compare pricing. Which I may not have opted for. But sometimes a property owner just wants to know that they are not being price gouged. Or that the difference in pricing is not worth the wait. Or heck, that they are actually getting good, fair, market-rate pricing!
I also had to have them fix the invoice as there were several errors. Some I let go, but I did have them change the errors in the billing and work site contact and location information.
The owner blamed my neighbor for the communication issues. And that is classic poor customer service. What people who are not good at customer service do not realize is that these small conflicts, if handled well, actually turn into strong customer loyalty because they build an actual relationship and real trust. But his last words to me during what I hoped would be a relationship-building call were that he was going to send me back to the office manager "so we can get paid". Wow. True colors. read more