- Report: #854020
Report - Rebuttal - Arbitrate
Complaint Review: Plumbing Rescue | Ripoff Report Verified™ ..businesses you can trust. Commitment to customer satisfaction. 6yr NO-CLOG Warranties on drain cleaning services, 20 yr guarantee on sewer replacement services. • NO Overtime Rates – Never; Ever • NO Trip Charges • NO Diagnostic Fees • 15% Senior and Active Military Discount.
Plumbing Rescue712 S Oakwood Ave Brandon, Florida United States of America
Plumbing Rescue REVIEW: Customer Satisfaction Commitment: Plumbing Rescue is committed to 100% customer satisfaction, Plumbing Rescue recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. Tampa Bay area Including Brandon, Sun City, Riverview, Temple Terrace, Westchase, Clearwater, Largo, Seminole, Saint Petersburg, Dunedin, Palm Harbor Florida..
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service – Plumbing Rescue management pledges to always resolve any issues, feel safe, confident & secure when doing business with Plumbing Rescue. Ripoff Report Verified™ .. services consumers can trust.
EDitor’s UPDATE: Positive rating and recognition has been given to Plumbing Rescue for its commitment to excellence in customer service.
The information provided in this report is based on comments made by Jim Myers and Brandon Knowles during an on-site inspection held by a third party verification company with no biases toward Plumbing Rescue.
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
Plumbing Rescue is a drain cleaning pipe repair service located in the Tampa, FL area. The company states that they are focused on customer satisfaction and giving customers a permanent solution. Additionally, the company works to provide jobs for people in the area and those that are looking to get into the plumbing industry.
The process that Plumbing Rescue utilizes starts when a potential client calls the company when they are in need of a repair. The company dispatches a technician that goes to the site. Throughout the course of the site visit, the technician performs diagnosis of the mentioned problem until they are able to discover a solution. The technician presents the potential customer with several different options in order to repair the discovered issue. One thing that Jim Myers, President of Plumbing Rescue mentions is, “We provide the customer with several options to address the problem. They are informed about the potential outcome, benefits, and drawbacks to each solution before making a decision.” Additionally, the company makes a point to have the customer sign off on the documented solutions, stating that they do or do not want to purchase a solution. The company mentions that there are always several different options a customer can go with and each one can be a temporary or long term solution depending on several different factors with plumbing. Myers stated, “We generally go through a process of trial and error because the nature of plumbing problems can range and many times we are not certain that further issues may develop unless the customer selects a total pipe replacement.” The company always presents the minimum options, moderate options, and advanced options for solutions ranging from a drain clean out, spot repair, or total pipe replacement.
Once a customer has selected a solution, the company schedules a technician to go onsite and perform tasks discussed to repair the plumbing problem. Prior to work being performed, Plumbing Rescue dispatches a manager that creates a video of the discovered issue to archive with the customer’s records. The technician performs work as agreed. Within one hour after the work has been completed, the technician files a report with a dispatcher at the company. A manager at the company immediately calls the customer for a “Happy Call” where the company checks the customer’s overall satisfaction. Jim Myers stated, “We are always striving for a 95% customer satisfaction when our technicians are working with clients. The ‘Happy Call’ allows an opportunity for the customer to discuss satisfaction with a third party.”
Plumbing Rescue has received complaints where a technician is late to a call, they charge a higher price than other companies or that their ads can be misleading. When the company receives a complaint, Brandon Knowles, Operations Manager states, “A manager contacts the customer immediately and does whatever it takes to make the customer happy by the end of the phone call.” An example of this was when a customer explained that the company removed a toilet they also removed linoleum flooring. A manager personally visited the job and noticed they had also left the flooring messy. The company stated that they had a contractor replace linoleum and gave the customer $300 back due to the mess.
Since the company has received complaints through Ripoff Report, they have addressed issues in making sure that technicians receive continual training. Additionally, an installation Manager visits every installation job. They have made changes within their company when complaints are mentioned from customer to respond within 24 hours. The company feels that it is important to be a part of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program because it will assist in building customer confidence to know how to make customers happy.
Plumbing Rescue / Statements from the owner.
”Plumbing Rescue has a rigorous client care program that includes dedicated client care specialists with the authority and experience to solve 90% of all client concerns on-the-spot. There is a clear chain-of-command for any concern that cannot be addressed immediately with our 24/7 service and senior management are always notified and involved when a concern exceeds the authority or skill level of the client care team. Our policy is to provide 100% customer satisfaction within 24 hours or less and we consider our customers more than clients, they are our family and we feel a deep responsibility towards them. Plumbing Rescue is one of the few PLUMBING contractors in the market that provide 24/7 service and repairs and can be counted upon to respond quicker to our established clients than any other contractor.
Plumbing Rescue believes that every contractor should perform to the licensing and code requirements of the jurisdiction in which they operate so things to look out for are permits for any major changes like new water heaters, re-pipe or water treatment systems. Ask your contractor what their guarantees are and who will respond at night or on weekends when you need them. Plumbing Rescues employees all go through 50 state background checks for felony convictions, take random drug tests and must pass rigorous training before their first day in the field. All of our trucks are fully stocked with the most common and many specialized parts; tools and diagnostic equipment so that our techs diagnosis the problems efficiently.
Other companies lack the technology to identify the real PROBLEM; they focus on treating the SYMPTOM. They allow you to invest considerable TIME and MONEY in repairs that are NOT a permanent solution. In fact they never even offer the permanent solution...Instead they offer reassurance that there solution is the best one, the next time the same problem reoccurs they act as if this is unusual and there must be more serious issues, when in fact there were serious issues from the beginning and the money spent on the first visit is now just money down the drain.
In home services like PLUMBING are typically the results of a system failure so the visit can be time consuming, expensive and unpleasant for the client. After the visit is complete Plumbing Rescue contacts as many of our clients as possible to perform what we call “happy calls”. During the call we talk to the clients about their experience, how they felt they were treated and what we can do to make their experience more enjoyable, less painful and ultimately more valuable to them. Do we make mistakes, of course we do but we are committed to rectifying every one of them. We call client reports of bad experiences, “gifts”, and they are posted on notecards in the main hallway for everyone to read, review and learn from. Plumbing Rescue holds technician train 4 days per week and many of our feedback sessions with clients develop into full classes so that all of our technicians can benefit from the lessons learned.
Plumbing Rescue prides itself in using technology to learn together with the customer the real issues with the plumbing system. Plumbing Rescue then offers several OPTIONS and explains the benefits and risks associated with each, then allows the homeowner to make their own decision based upon their personal situation.
Plumbing Rescue recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation Plumbing Rescue has made organizational changes and developed new systems and process to identify customer satisfaction issues immediately and given authority for front line representatives take corrective action so issues are rectified in a timely manner.
In summary, after our investigation, which included discussions with Mr. Myers and many of his past and current associates, Ripoff Report is convinced that Plumbing Rescue is committed to offering the client ALL their options and letting the client decide the level of services that fits their situation best, resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Rip-off Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer .. ..
NOW TO THE ORIGINAL REPORT THAT WAS FILED
Plumbing Rescue High pressure & scare tactics to elderly widow! Cut sewer line & left open in LARGE hole. Tampa- Brandon, FloridaPlumbing Rescue was called by an 86 year old widow, who was sick and had a sewer stoppage. They were called because of a $79 clear any drain advertisement. They were unable to clear the drain and dug a 5 x 5 x 5 foot hole even thought the sewer line was only 2 feet below surface. The technician ran a camera through the line and said that the line had collapsed and that roots had grown in it. Cost to repair would be $8942. They would give a discount if widow would become a Plumbing Rescue member. With savings, the job would only be $4987. They were told not to proceed any further because the price was outrageous. She was made to initial a bill for $699 for work done so far. Technician claimed the dvd was broken on machine so could not provide documentation for collapsed pipe or roots.
Tim Sexton, Channel Manager for Plumbing Rescue also stated, verbally and in writing, that if this problem was not taken care of soon, roots might grow into hom and cause a back-up, including damaging dry wall which would be much more costly. This upset the widow.
Next day, a reputable plumbing company was called. There were no collapsed pipes or roots in drain. This company provided a dvd of the line for documentation. New company was upset that an open sewer line and large hole were left. Line should have been closed before technician left.
New company cleared drain by removing a cap, closed cut sewer line and installed a clean-out, filled the hole left by Plumbing Rescue for less than $1225.
Don't call Plumbing Rescue unless you want to be ripped off!
This report was posted on Ripoff Report on 03/14/2012 07:18 PM and is a permanent record located here: http://www.ripoffreport.com/r/Plumbing-Rescue/Brandon-Florida-33511/Plumbing-Rescue-High-pressure-scare-tactics-to-elderly-widow-Cut-sewer-line-left-op-854020. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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