PLUMBING & Hot Water SPECiaLISTS Perth HILLS & EASTERN SUBURBS

Response from the owner:Thank you, Bill. Outstanding customer service is crucial in these situations, and we are pleased to have been able to assist you in achieving a comfortable temperature.

Response from the owner:Hello Lidiya, Thank you for your feedback. I'm presuming this is in regards to Anna. It's feedback in its many forms that helps us to refine our processes and to understand our customers better, and, in turn, enables us to provide the sort of service that our many customers have come to appreciate I can confirm that your job was scheduled for Friday 31st October with arrival suggested between 3pm and 5pm, and a note to attend as close to 5pm as possible, at your request. Other than our first job of the day, we cannot and do not give exact arrival times, as we give every job our full attention (some jobs run over time, due to their complexity). We advise our customers during booking that we will give them a call when our plumber has completed his previous job, so that the client has 10-15minutes notice (or more, depending on the distance between jobs), and so that they do not need to leave work earlier than is necessary. We apologise that, on this occasion, it did not happen. Notwithstanding, we had spoken to you about 30 minutes prior, saying that he was still coming. Unfortunately, when our plumber arrived (our satellite tracking had him in your street at 4.59pm), it was at number 18 (one-eight) instead of your address at 1a (one-a), as he misheard our direction (he mistook the “a” for “8”). Sometimes, mobile phone service can be a bit “scratchy”. When he tried to call you to confirm your address, he got no response (he thought he had been knocking on your front door). When you called him back, you sounded agitated and disbelieved him, because you were standing at your front door and said you couldn’t see him. You would not let him speak to confirm the correct address. Our plumber then phoned our office to confirm the correct address and to describe the nature of the phone conversation he had had with you. Our Service Manager (Cameron) then called you and tried to smooth things over. However, following your continued apparent antagonism, including with our Service Manager, our General Manager (Chris) made the uncomfortable decision to cancel service to your address, as he believed the situation had deteriorated beyond reason and he didn’t want to expose our employees to further aggression (his impression and choice). This cancellation was based on our belief that, at work, no one deserves to be made to feel uncomfortable and called a liar, when clearly the opposite was true, whilst simply trying to meet your requirement of attending your home to give you a FREE quotation, and “as close to 5pm as possible”. Furthermore, we do not have set knock-off times for our employees (such as 5pm), other than for our office staff. As it is our Company Policy that once a job has been allocated and attended, our Field Staff will work on until each job or enquiry has been successfully concluded. Customers are the most important factors in our business, and Customer Service is at the forefront of our business model. And so, we encourage each and every team member to be an advocate for our customers. However, there comes a time when we sometimes have to say “no” to customers who we feel are trying to harass or intimidate our team members (our perception). Nevertheless, we wish you well and once again apologize for our part in this situation. But yes, we will take on-board all points that you have made, and endeavour to improve our services for existing and future clients.

Response from the owner:Thank you, David, we appreciate all feedback.

Response from the owner:Thank you for your wonderful review, Mellissa! We're thrilled to hear that you had a great experience with our service and our workers. We strive to provide top-notch service and we're delighted that we met your expectations. If you ever need any plumbing assistance in the future, don't hesitate to reach out. We're always here to help.