We called A & Y Plumbing to fix a leaky pipe that drains our kitchen sink and after they repaired the leak, it was slow to drain. It drained perfectly fine before. When I called to tell them that our sink was now slow to drain, they said it was not their problem and wanted to charge us more money to fix a problem they caused. I won't use them again.
As a follow up to their response, I want to repeat that their customer service after the job had been completed is less than stellar. I think good customer service afterwards is just as important. The first person I talked to was rude and condescending. Only after I posted a negative review on Homestars, did someone else phone me back and offer to come and "evaluate" the problem free of charge. And I think its really a big coincidence that after I post the a negative review, that they would get a "10" review immediately from someone else.
- Approximate cost of services:
- $215.00
- Company Response
Hi Diane, we have received your updated feedback. We make it a priority to respond to all customer feedback, positive or negative. In order to maintain a certain degree of professionalism, we need to ensure that any negative customer experience is properly assessed and that we learn from any mistakes that were made. Once again, we were happy to hear that your pipe stopped leaking after our service and that you were able to fix the slow drainage problem without any additional help. However, as we mentioned in both of our conversations, one that you had with Alex, and one that you had with our operations manager shortly after, if we caused any additional problems because of the service, we would return to fix any problems free of charge. This is a policy that we have for all of our services and for all of our clients. The confusion arose when Alex first speculated that the slow drainage problem you experienced after our service was not due to the service, but due to a separate problem. However it was not right for Alex to communicate his speculations with the customer prior to verifying them on site, no matter how accurate they were. For this we apologize and will do our best to avoid this situation in the future.
Thank you,
A and Y Team