- Report: #958763
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 RescueTampa, Florida United States of America
Plumbing Rescue REVIEW: Plumbing Rescue executive team employees committed to customer satisfaction. Plumbing Rescue's approach to business is focused on providing the highest customer satisfaction in the plumbing service industry.
*UPDATE: Plumbing Rescue pledges their commitment to always improving their operations by joining Ripoff Report’s Corporate Advocacy, Business Remediation and Customer Satisfaction Program. A program that benefits the consumer by increasing their confidence when doing business with a member business. Plumbing Rescue Ripoff Report Verified™ as a safe business service.
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 RIP-OFF - Would never recommend!!! Tampa, FloridaI called Plumbing Rescue after having a bad experience with another company and seeing their ad in the valuecoupon envelope. I am a new home-owner and thought going with a "bigger" company would be the best way to go. Thought they "would definitely know what they're doing". The problem we were having - our master bedroom shower was stopped up and black stuff was coming out of our guest bathtubs faucet. Ray shows up - extremely nice guy.
Tries to eliminate the problem and couldnt figure it out -called his manager - Tim Sexton. The 2 of them and one other guy worked on it, did the camera inspection, and told me the pipes needed to be cleaned out with an aqua flush and this would eliminate everything and get the job done. I should've realized that wouldnt fix water coming into the tub with the black stuff BUT i trusted them and didnt know any better. I am a female and i do believe they took advantage of that fact and how nice i was being to them.
I knew when Tim said "you'll never see black stuff again out of that tub" i should have recorded it. They charged me $3,095 for this procedure. Because i live in an older house - i thought it was the right thing to do - get all the "grease/oil" flushed out.
While they were here - they suggested i get yadda yadda pipe looked at - yadda yadda $20,000 bullsh*t. They also gave me a 6yr warranty on this project.
Sure enough, black stuff continued to come through tub. I called Tim Sexton many times and he never once called back. I finally called Plumbing Rescue - they told me he no longer works for the company and my 6 year warranty doesnt cover the water coming out of the tub - it only covers the drains. Its unfair - totally unfair there isnt anything i can do about this - EXCEPT they would send someone else to come look at it to see what the problem is. They send a guy named Blaine and a younger guy with him. Blaine was wearing a shirt that said "Matt" and the younger kid was wearing a plane black tshirt. He gave us his cell which was a 561 area code. That with the shirt that didnt have his correct name on it made me think hes new.
He immediately told me and my fiance we needed all the pipes redone - around a $10,000 job. He didnt check anything out - he saw black stuff and automatically said thats what we needed - $10,000 just to take care of this ONE issue - the pipes. On top of that we would have to take care of repairing the holes where the pipes would come in and out of- the walls and tile would all have to be repaired. He talked as if he were reading straight from a book he had memorized- which when he pulled up to house - he stayed in van for about 20 minutes and it looked like he was reading stuff. He said that was the most expensive option. The least would be to replace the water heater and he didnt know if that would work or not.
I had a plumber come out today - fixed my issue with one replacement part to the water heater and it cost less than $200.
Plumbing Rescue is a load of sh*t. I wish there was something i could do to get some money back or i would atleast like to find good 'ole tim and let him know how i really feel. Please - dont use this company! You will be way more out of pocket than you should be!
This report was posted on Ripoff Report on 10/23/2012 10:08 AM and is a permanent record located here: http://www.ripoffreport.com/r/Plumbing-Rescue/Tampa-Florida-/Plumbing-Rescue-RIP-OFF-Would-never-recommend-Tampa-Florida-958763. 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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