Ripoff Report Verified™ REVIEW:

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.

STATED IMPROVEMENTS

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

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Plumbing Rescue Worst Company Ever...Uses Attorneys for All Consumer Communications...Won't fix their plumbing errors Tampa, Florida

On August 31st, my sink was clogged and i contacted Plumbing Rescue after my efforts to undrain the sink failed.  They came out the same day and had to cut through my kitchen wall and replaced some galvanized pipe with 40 PVC. After the plumber left, i noticed that my sink wouldn't drain unless i turned on the garbage disposal but thought it was just a minor inconvenience so i didn't complain. I didn't have the $1,620 at the time of service so they told me that i can use their credit service in 3 payments. 

I paid $270 at the time of service and waited for an invoice in the mail for the balance and to make a payment.I did not receive an invoice or any further communication with the company until i received a letter in the mail from a collections attorney (Kass|Shuller Law Firm) indicating that if i don't respond within 10 days than they will put a lien on my house.  I contacted the attorney and told them that they are in violation of collections laws which requires at least an invoice indicating the balance due and a notice to pay prior to being placed into collections.  The attorney agreed that they did not follow proper procedures.  I told the attorney that i will pay in about 1 week when I get paid.

The following week I was about to mail a check to the attorney when I noticed that the kitchen cabinet under my sink was flooded with water. The base of the cabinet was water damaged and i noticed that he pipe coming down from the drain was too short to secure into the fitting so water has been leaking out of the pipe for over 60 days.  I immediately called the collections attorney and notified him that i will be paying the invoice until someone from the company contacts me to discuss replacing my kitchen cabinet or mitigating the amount due to fix the sink and cabinet. The attorney said that he will contact the owner to discuss the situation and get back to me.  I sent the attorney photos of the damage and the area where the pipe was too short and leaking the same day i contacted him and received a read receipt via email.Within 7 days from my call to the attorney, i received a notice that a lien was placed on my house in the amount of $1,350 which includes $1,300 for balance of services owed and $50 for collection attorney fees.  I filed a small claims court lawsuit request that the company drop the amount owed for the plumbing work initially completed and to release the lien on my house.

1/13/12 my sink got clogged again and I called Benjamin Franklin plumbing that offers $76 to fix any pluming at anytime.  When the plumber came to my house and I told them that I just had my plumbing fixed, they were extremely surprised and wanted to know who did the work.  When I told them Plumbing Rescue, the employee told me that he is friends with the owner but gets calls all the time from customers to fix the work that Plumbing Rescue has done.  He was a little reluctant to put the details of the issues from Plumbing Rescue on my quote but also indicated that Benjamin Franklin pluming gets calls all the time from Plumbing Rescue employees looking to change jobs. 

The employee at Benjamin Franklin plumbing said that their company wont hire any of Plumbing Rescues employees because they only hire licensed plumbers and none of Plumbing Rescues employees are licensed.At 10:00 am on 2/14/12 I attended small claims court and the judge asked both parties if we would be interested in mediation.  We both agreed.  During mediation, I explained the details in my complaint but also noted that after looking up the lien laws, according to Florida State Statute 713.08(5), Plumbing Rescue had 90 days from the time of completion of service to file a lien on my property.  The lien was filed on December 6, 2011, which is 7 days after Florida State Statute deadline.

The mediator asked me what I wanted from Plumbing Rescue and I indicated that all  I want is for them to release the lien on my house and to drop the invoice amount that I owe since, based on quotes I received from other plumbing companies, I will need to get my entire pluming under my sink re-configured.  The 2 other companies indicated that I will continue to have issues will my plumbing until it is corrected.In response, Plumbing Rescue told the mediator that they think I manipulated the pluming under my sink and also replaced my garbage disposal in the past 2 months just to get out of paying them.  I was appauledThey didnt even have the person that performed the work on my plumbing at the hearing so I cant believe that the owner is making that statement without knowing the configuration at the time of service.  I am a small business owner myself and this case is taking up my valuable time and resources.  I am not a dishonest person and Plumbing Rescue is the dishonest party here. 

Upon private sessions with both parties, the mediator told me that Plumbing Rescue will not even consider negotiating with me and as a matter of fact, they told the mediator that I now owe them more than the cost of the service.  I owe them for attorney cost of $250 to put the lien on my property and an additional attorney cost of $50 for collections.  If I dont pay the $1,670 + $250 + $50 than the will continue with a jury trial. The mediator also told me that after consulting with them the owner of Plumbing Rescue said that the reason they didnt put the plumbing in my house up to code and correctly is because that my plumbing was old and they were concerned that if they fixed it to code than other problems will arise because the plumbing is old.  I dont understand the logic here because if they were concerned, they should have refused the work and not charged me $1,670 for the lego plumbing services.

I refuse to let this company take advantage of consumers and use attorneys as the only contacts with their customers.  I also think that I have a case of bait and switch because they advertise on their website to  $79 clear any drain anytime with no stipulations except that the work must be performed under the sink which is what they did (this is the reason I called them in the first place).  I am pursuing a trial lawsuit but want to be sure that this company never puts another residential customer through this again.  I am also filing a complaint with the state licensing board and the City of Tampa.  I want to ensure that this company either understands customer service and abides by their warranties or is not allowed to do business as plumbers and take advantage of consumers.