When the plumbing connections behind the kitchen sink cabinet between the studs within the drywall deteriorated to the point they began leaking, a lot, I called several plumbing businesses. Only West Plumbing responded and a technician was scheduled for the last appointment of the day. Due to previous appointments being more involved than originally estimated the technician arrived later than planned, but my wife and I were glad he showed.
From the first contact my wife and I were extremely impressed with his professionalism due to his clean appearance, his courtiousness, and when he put his shoe covers before entering the house my wife became very glad. When he looked at the water damage of the kitchen floor around the sink area and went under the crawl space his knowledge of his trade was evident because he diagnosed the problem and gave options on how best to correct the situation.
I'm not a plumber so I asked many questions. He took the time to answer each one with respect of my ignorance and used plain layman's terms so I became aware of what exactly to expect. This technician was undoubtedly one of the very few "professionals" who respected the potential customer(s) enough to put forth the effort to earnestly earn their business. West Plumbing should consider itself blessed to have an employee such as this individual.
A plan to temporarily to get running water throughout the house, with the exception of the kitchen sink, was agreed upon and was about to be enacted. The technician would return when an available future appointment was available to complete a permanent repair.
Then, there was the phone call. The technician took the call as he excused himself saying it was his supervisor. As the conversation developed I gathered the technician was being chastised because of his time spent at my house. After the call he explained his supervisor had inquired about the amount of time spent and the "lack" of worked being accomplished. Indeed, if work was to be accomplished I was to be charged a fee. When that "work" was to be completed I would be charged another fee for the permanent repair. I asked if the 1st charge could be creditted towards the final repair. The technician seemed to think not.
Since I'm not afraid to chat with anyone I asked if I could speak with this supervisor. He agreed. I learned a great deal from our conservation. Not only was the supervisor disappointed about the technician's time spent at my location, worse yet, no work was accomplished and fees not charged nor received. I countered by saying the technician's time WAS well spent and "work" WAS accomplished because of the several options considered. In no uncertain terms I was informed the 1st charge was to be charged and not credited to the permanent repair.
The curt language and tone of the supervisor's voice revealed, to my wife and I, the business model used by West Plumbing: PROFIT OVER PPEOPLE. In other words, get the money now then get more money later. Had the technician been allowed to nurture the customer - busineess relationship by working with the customer and exhibiting some compassion and empathy, because of this non planned event, a solid long lastig relationship could (should) have been created. As a result I didn't agree to the 1st charged and scheduled a future appointment for a permanent reapair.
I, however, must give the supervisor credit because the insistence of "policy" caused my blood pressure to be raised enough to the point where I was given the courage, tenacity, fortitude, and determination to accomplish the complete permanent repair myself with my wife assisting. A demonstrable amount of money was saved.
When the technician returned he was impressed with what was accomplished. He performed a minor twerk and adjusted the original cost estimate to reflect the work already done.
My wife and I were very satisfied with how the technician worked through the "events" and resolved it with professionalism, courtesy, and sincerity. When we amicably parted ways I emphised the point it wasn't he with which my wife and I had the issue.
As for West Plumbing, due to the rock hard business model of "Profit over People", I will be very hesitant to utilize this company in the future.
Respectably and sincerely,
R. G. F. read more
