I made an appt about a week in advance, to look at a water leak dripping thru to our basement…read more Appt was for "noon-ish" with the promise of a call once they're on the way. They call around 10:30a, tell me that they're not going to be able to make the appt, the guy that was supposed to come will need to be at his other appt the entire day, that we may need to reschedule on a different day, but would call me either way. I said ok, but this isn't great because we reworked our work schedules to accommodate the appt. Fine, it is what it is.
At 1p, they have a guy that can come, try to call me and only get voicemail, so they just send him over anyways. Since we hadn't heard anything for a couple hours, we had already jumped into other things, I was on a work call, etc. The service manager (Bob) couldn't understand why it matters - to not just show up at someone's home long after the appt you called to say you couldn't make. He literally tried to keep me on the phone, trying to debate this with me, while his plumber was in my home waiting to explain to me what he thought the issue was, and what needed to be done. I was like "we're on the clock, I've got your guy here now waiting to talk to me about what needs done, and I assume I'm paying for this time, so I'd like to talk to him about the job". Then he tells me that he wants me to commit to having them do the job or he's telling his guy to leave. I'm like, you're going to need to let me talk to him to understand what the scope is so that I know what I'm signing up for. I can't tell you til I have some idea of what the problem is or what needs done to fix it. Bob tells me, fine, he'll get off the phone to let me talk to the guy "for 10 minutes", and then he's calling his guy "in 10 minutes" to see what I have decided to do. The plumber (Ethan) and I have a rational conversation about what he thinks the issue is, options to repair, and the potential issues if it turns out to be other causes.
Bottom line, here's the things I wish I knew about these folks:
- the only appt they can truly confirm is the 1st one of the day, at 8a
- every other apot is subject to being way early, or way late, and all depends on what they find at any other job before you
Truly I don't understand why other folks can make appts, or give ranges they can commit to, but whatever...I just wish they told me this up front.
Based on Bob, I'd have given 1 star, but moved it to 3 because Ethan was awesome, and really did a great job not on just the plumbing but also dealing with an upset customer. Thank you Ethan!
