Dear Monica,
Thank you for taking the time and providing your feedback in regards to the service provided to you in January of 2012. I am very disappointed in your review and would appreciate if you took a moment and read the below response.
After analyzing your feedback, looking over our records and speaking with our technician who came out to see you on Monday, we believe that your feedback is misleading and not reliable. Initially, when Borys(who is no longer with the company) came out to see you in regards to your waterproofing issue you were provided with honest, professional and reliable opinion with two options to tackle the problem. Our staff are trained to provide honest opinions with options for the clients to choose from. The two options provided to you were: (I) waterproof the whole basement (our advise) or (ii) waterproof the area damaged. You decided to go with the second option and waterproof only the area damaged which was approximately 17 feet.
Two weeks ago you called our office and an appointment was set up for a technician to come out to asses the problem again. Our technician came out and as it turned out the mold and leak have occurred in a different area than where the original work was completed. You were advised during the initial visit in January that this could happen if you do not waterproof your whole basement. When we started the initial work, we agreed on and you confirmed with your signature only 17 feet of waterproofing. Because we value our clients and take care of their needs, instead of completing the 17 feet, our team went above and beyond and waterproofed 20 feet at no extra cost to you. During the phone conversation our technician communicated to you that if there is an error on our part, we will fix the problem at no cost to you. Again, as the technician showed you, the problem is in a different area than initially worked on, thus we provided you with a discounted price because you are a returning client and we value your business. As for the "sump pump", whenever you complete a waterproofing job, you must insert a sump pump in order for the water that gets accumulated to be drained out in order not to pose problems in the future.
And lastly, as a proud Canadian plumbing company, we at Public Plumbing promote and respect diversity of an individual within the workplace. We encourage multiculturalism and provide each of our employees with equal opportunities within a workplace. Your comment in respect to the lack of English of some our our crew members is very unprofessional and embarrassing as a Canadian. Our staff are all hardworking, professional and respectful and it is under no circumstances fair of you to belittle any individual in such manner.
We are sorry you were not happy with the resolution provided by our technician. We have and had your best interest in mind from the initial meeting in January. Our offer still stands and we would appreciate your business once again if you choose to continue the relationship with us.
Once again thank you for stating your concerns and I hope that this reply clears up a lot of confusion and misleading information.
Sincerely,
Rose Clark
Customer service co-ordination.
