Priority Plumbing

Hi David,

I know that since you have read this review we have spoken on the phone and come to some sort of an agreement that not all company's offer the same service with regards to warranty's, craftsmanship, reliability, and trustworthiness.

In our conversation you would not tell me who you hired to do the work, so I can not comment on whether or not they offer a true 24 hour service, if you got lucky to find someone that evening, whether you will be able to reach them again in the future if there is a problem with the work, If they will answer the phone or you will have to leave a message which means you will have to call someone else anyways, how long it will take them to respond to a warranty call should they answer the phone, whether they are criminally back round checked and drug tested so you know you can trust your family to allow a stranger in the home while you are at work.

For a waterpipe to have leaked, it wasn't installed properly in the first place plain and simple. I'm not sure if you had hired the original plumber or purchased your home after the fact. That is really irrelavent, I am simply stating a fact about proper installation.

Our technician who's name is Steven, quoted you to replace a larger section of pipe other than the part that was just leaking now, because it was in poor condition and could leak again in the near future causing repeated damage to your wall and further inconvenience to you. The quote was not for $800, it was in the $500 range and again, was for a bigger section of pipe. The $159 was for an emergency service call which we only charge after 5PM and you were explained this over the phone prior to us dispatching our technician.

Other "reputable" companies charge $200 and up for emergency service calls.

We do not charge tax we collect it. So when you total the repair for more than just a leak, the emergency call out and the tax, it comes to somewhere in the $750 range which you rounded up to $800 in your report.

If you called us during regular business hours, it would have been around $500 for more than a spot repair.

Steven told me that you had tried to negotiate the price with him to do it for $350, which I can only assume you did the same with who ever you called after the fact. We do not negotiate with our customers on our price because it is not ethical that one person pays one price and another person pays less just because they live in a certain area or are a good negotiator.

We also agreed that if your situation was a complicated one, maybe the plumber who did the job cheaper would not have been equipped to solve it and that providing superior service is providing superior value and worthy of a little bit more.

Priority Plumbing
https://priorityplumbing.ca
416-762-8662

We are sorry that you do not see the value of having a licensed, insured, competent, drug free, criminal record free, fully trained, quality and accountable individual in your home, especially when you are 1400 miles away. I know that I would be quite concerned about letting just any stranger in my home with my family.
Some people would consider having their problem fixed in 90 minutes or less to be excellent service.

However, I am not surprised by your surprise about the price. I too am amazed at the costs involved in running a fully licensed and professional service company. We have to pay for things like:
Licensing, Insurance, Office equipment, Telephone, Fax, Benefits, Truck Maintenance, Test Equipment, Gasoline, Truck Inventory, Training, Utilities, Office Leasing, Quality Control, Service Management, Administration, Postage, Technician Salaries, Office Help, Tools, Taxes, Workers Compensation, Office Supplies, Office Equipment and Computerization.

Now come’s profit. A 10% net profit on the selling price, although seldom realized would be ideal. So if we were efficient enough to earn 10% on a $200 repair, we would earn 20 taxable dollars. I’m sure you’ll agree that this is not excessive for providing top quality services on your premises.

We try every thing in our power to keep our costs low, to keep our prices as low as possible to prevent this type of customer dis satisfaction. This is why we never ever start any job without you knowing exactly what it will cost first and you have to authorize it. Our up front pricing manual ensures that we are not just looking at you, trying to figure out how much money you have or that you need to be a good negotiator to get a fair price. Everybody pays the same.

And as far as keeping a list of emergency contractors more reasonable than us, I don't believe that there is another company out there charging less than us who would even answer the phone at night, and if they did they surely wouldn't have the accountability or quality of service that you received by us.

I think it is a bit unfair to slander us when you knew the price before we started. We can't control when you call or where you are when you need us.

We do not charge more for our services no matter what time you call.

Again I'm not sure of the type of service you are used to, expect or have required in the past, but I believe that it is unfair to complain when we did everything possible to be as transparent as possible before we started the work.

I can't do anything about the costs of running a business in downtown toronto, all I can control is the quality of service we provide. I don't think you can complain about that. This is what has won us the Top Choice award for Best Plumbing Company in Toronto 3 years in a row.

Priority Plumbing
https://priorityplumbing.ca
416-762-8662

Hello,

The costs were less than $600 and that included a whole house plumbing maintenance inspection, disposal of the old fixture and a "lifetime" guarantee on the installation. Some people would consider not having a leak going through their ceiling, spilling onto a doing room table due to a poor installation worth the extra $50 than a non- professional.

You Sir were not home at the time of the consultation, and we dealt with your wife. Your wife told me on the phone later that day, that she would definitely use us in the future for any work that she felt required a professional. I guess you don't feel that installing a fixture requires a professional.

I certainly cannot compete with a handyman, low baller, non-professional, who may not be around in a year should something goes wrong.

I know that I can't stand having other trades persons in my home because something always gets scratched, dented or dirtied. This is why we at Priority Plumbing strive every day for customer service excellence. We respect your home and your property. Not to say that is for everyone and not to say that is for you. This is also why we never start a job before offering the price first.

That is the type of service our thousands and thousands of happy customer want, that is why 78% of our customers are repeat clients, and that is why we win the Top Choice award year after year, for "Best Plumbing Service" in Toronto based on Quality, Service, Value and Professionalism.

Should you ever require "professional service", please keep us in mind Sir. We would love to hear from you, and are at your service whenever you may need us.

Priority Plumbing
https://priorityplumbing.ca
416-762-8662

Dear Bill,

We hope you are relaxing on your Honey Moon, stress free, on a beach, with a pinacolada right now. We are excited that we were able to make that happen for you. I can't help but remember back to my wedding day and all the fuss. The last thing you need is to deal with unreliable contractors. This is why we've made customer satisfaction our number one priority here at Priority Plumbing. As far as saving you thousands of dollars, experienced staff that Care seperates us from our competitors, who can only claim to offer services similar to ours. Thank you for your write up and we wish you a lifetime of peace, health and hapiness. If we can contribute to that in any way, we will always be here for you.

Sincerely,
Chris Prather - customer service manager

Priority Plumbing
https://priorityplumbing.ca
416-762-8662

Dear Greg, I'm sorry that you are not 100% satisfied with the service you recieved. Customer satisfaction is our number one priority here at Priority Plumbing. It is common with old faucets in old downtown homes, to be un-repairable, and the one's that may be repaired are sometimes difficult to find parts for. Having said that we do carry parts for over 25 different name brand faucets, an inventory list 2nd to none. Unfortunately, more often than not, the only solution to an out dated faucet is to replace the entire set of taps. This seem's to be the case in your situation. If our plumber has to search for parts for an out dated set of taps, as any proffesional you may aquire services from, will want a fee to do so. We would be happy to update your old leaky faucet to a more modern one if you so desire. We can even suggest a good but affordable set, if you are on a tight budget. We can credit the $230.00 you've already paid us, towards a new set of taps. This is standard practice for us. I only wish you had contacted us to resolve your issue first, before writing us up negatively. I'm not sure if you booked the appointment or your wife did because we could not locate you in our customer record by simply Greg from Parkdale. Please call us at 416-762-8662 and we would be more than happy to resolve all of your issues. Our company was built on repeated and referred business through an excellent record of customer satisfaction. We hope to hear from you and for the opportunity to resolve all of you Plumbing, Drainage and Heating requirements.

Sincerely,
Chris Prather - customer service manager

Priority Plumbing
https://priorityplumbing.ca
416-762-8662

Dear Greg, We wish to thank you for sharing your positive experience with our company on Homestars. People usually only go out of their way when they are dissatisfied with a product or service they recieve. We are happy that you are satisfied with our service. Customer satisfaction is our mission here at Priority Plumbing. And we are certainly happy to get you the $2000.00 back from the city rebate program. Nathan asked me to sincerely thank Susan, for the tea and cookies she gave the guys during the job. They really appreciate it.

Sincerely,
Chris Prather - customer service manager

Priority Plumbing
https://priorityplumbing.ca
416-762-8662

Thank you!
Priority Plumbing
https://priorityplumbing.ca
416-762-8662