Cathrine in Toronto

Hello Cathrine. We appreciate you taking the time to write a review to us. We are glad to hear that Ryan did a good job for you at your home. We take pride in all of our employees and the workmanship that they perform.
When booking the appointment, we had let you know the price of our minimum service call and that any materials used would be additional. You willingly provided us with your credit card information and agreed to a C.O.D transaction meaning that payment would be processed on your credit card on the following business day after your service took place. At the time of booking the appointment, there was no way to tell what materials would be required, therefore, pricing for materials was not provided nor was it requested. Furthermore, when the work was being completed on site, still no pricing was requested from us prior to our work commencing. Under no circumstances do we withhold pricing from our clients. If you, or any client for that matter, would like to know the price of our labour and/or materials, we have no problem providing that information to you or anyone else.

Once our invoice was written for you upon completion of our work that day, you had signed off on the service report agreeing to the price. Once we attempted to process payment the following day, the card declined and we contacted you regarding that. At that time, you had then mentioned that you did not agree with the price of the basket strainers that were installed for your kitchen sink and you did not feel that it was a fair price as it was more expensive than a basket strainer that you would purchase at Home Depot. Dorrit tried to explain to you that we pay yearly for access to a pricing subscription specifically for pricing plumbing materials which provides us with a guideline for pricing ensuring that we make what is considered to be a reasonable profit amount. Even after Dorrit had tried to explain this to you, you were still not pleased with her explanation and were quite irate during the conversation. This really affected Dorrit as she herself takes pride in providing the best customer service possible which is the reason that she has grown to become our Office Manager as well as our Customer Service Manager. After that initial conversation with Dorrit when your card declined, you had let us know you’d call back with a different credit card number however, we did not hear back from you and we were unable to reach you for almost 2.5 weeks in order to obtain payment for the work completed. Once we did get in touch with you, you were offended that we had tried to contact you for payment. Nevertheless, a new credit card number was provided to us and the transaction was approved.

I’d also like to mention that even after we did complete the service for you and received payment in full, you had still requested for us to conduct another service call for you regarding an entirely different plumbing matter. Unfortunately, due to your conduct on the telephone with my staff, I had instructed them to not proceed in working with you any longer.

I too take great pride in the excellent customer service that Dorrit provides to all of our customers. She always strives to go above and beyond to ensure that all customers are provided with reliable service and are spoken to with the utmost amount of respect. She really did try her best to help you understand our point of view, however nothing that Dorrit tried to say or offer was satisfactory to you.
If you’d like to discuss this in further detail, please do call me at our office and I’d be happy to do so with you. Thank you. – Michael Bartman.