Mr. Green, Thank-you for your feedback about your great previous experiences with R&B. We take great pride in providing quality workmanship to our customers.

I have read your account of your most recent experience. Although our record of the actual events are very different from how they have been described here, point of view from the customer perspective is very important. I regret that you feel that you did not receive value for the services you received.

If you would like further clarification of what was done and why it was required by the manufacturer, please connect with R&B directly.

Thank your for taking the time to post your kind review of your experience with R&B. Our office staff does work hard to ensure the customer service experience is excellent and it is so nice to hear it is followed up by amazing, quick and tidy field work. Kind Regards,

Thank-you for your feedback. I hear your concerns about the difference between what you wanted to pay, or perhaps expected to pay, and what the work actually cost have you upset. However, none of the work we were engaged to do for your condo was a written quoted price with a set scope of work. All work was on a time and material basis. I am not sure what your contractor led you to believe regarding what could be expected to be paid for the first stage of the project, but when we book all calls we advise clients of the cost of each hour of work as we did with him. This was also done with your wife when she booked the return call. Additionally, she had the first invoice for her to review pricing and terms of service. There was no quoted estimate for the second stage, but time allowed for booking was based on an amount of time expected based on the scope of work. This time is variable, as you know based on the complexity of the work. In your case, you wife continued to add to the scope of work after our arrival. In addition to that you had a new gas meter installed which BC Safety Code has certain requirements for. Code requires that all gas appliances be clocked - checked for safe operation and correct gas pressures. This added necessary time that was not a part of the original scope of work either. The new gas meter was needed to achieve proper gas pressure for all the new gas fired appliances you wanted for your home. This included the fireplace, barbecue, and range in addition to your water heater. Your wife acknowledged that our tech was on site for the entire time, and working hard. She complimented him on his work ethic and capability, which we always appreciate. The materials used have also been accounted for. Therefore, it can be expected that we would charge for those services and expect to be paid. It is often the case that those doing a renovation change the scope of work midway through a job and I feel that my crew did a good job in accommodating that for you. My Administrative Assistant went above and beyond the call of duty to run to the supplier herself, bringing the additional material needed for the extra work to save you time and money. As the owner / manager, I reviewed all the billing and allowed that a change in the technicians may have accounted for some extra time as the second got up to speed on where the project was at, and I credited an hour of time on your billing. The change in technicians of course, is less than ideal, but we were trying to get your home and cooking facilities running without further delay. We are sorry that our efforts did not yield the outcome you were hoping for. If you have any further grievances I encourage you to contact me again at our office during our service hours at 604-980-1369. – Michelle Blaksic

Your feedback is appreciated. Thank you for taking the time to speak with me personally on the phone.

In general when a system is obsolete, and has not been maintained in several years, parts do wear out or break when it is attempted to use them as they were intended.

Thank-you for your acknowledgement that although the parts that would have been used to complete your service were not operational, you were left with working heat while the parts are being sourced and ordered.

We endeavor to address all customer service issues personally as we did in this case, and appreciate your kind willingness to speak with us to resolve your concerns.

Hello Mr. Hirst, Again, thank-you for your feedback on this and all the sites you've posted it to. I understand you are concerned both from the point of view of the perceived lack of need for the part, and as well, the perceived mark-up before discounts that were given. Please know that R&B will do a full review of the service and confirm that the price you paid was not in excess of the retail price for the part. R&B will use your experience for training purposes in effort to not only resolve this issue, but to create and maintain good policies going forward.

Thank-you for your kind comments. You were smart to realize your faucet was still under warranty - most quality faucets have lifetime warranties - and order the parts before our arrival. It allowed us to make the most efficient use of our time with you.

At R&B Plumbing and Heating we pride ourselves on quality service, so it's wonderful to be recognized in such a public way. We are glad you chose us to be your local plumbing company. Most hope not to need the services of a plumbing and heating company, but when you do, we will be there.

Thank-you so much for the kind comments. We were pleased to resolve your gas leak. It was a challenging one due to the location inside the wall on an elbow. We acknowledge that your billing had an error and thank you for bringing it to our attention so we could rectify it. We look forward to serving you again in the future. Thank -you again, Michelle Blaksic .

Thank- you so much for the positive review. It's true, we aren’t always the least expensive, but our goal is to provide customer service that is equal to the price. To attract top quality technicians like Brent, we need to pay competitive wages. Our technicians are handpicked for positive attitude, and a willingness to perform the R&B way. Quality of product, and pride in workmanship, Thank- you again, Rob Blaksic.

Thank -you so much for the kind words. At R&B Plumbing and Heating, we are experienced with leaking pipes. From kitchen sinks to boilers, inside or out, we strive to provide you with the best quality workmanship. Our to the minute billing means that after the first hour, you only pay for what you use. When the water and fund conservation is so important, every drop counts. Thank- you again, Michelle Blaksic.

Thank you for the kind words. We always appreciate when our customers share their positive experiences with their family, friends and our future customers! Thank-you again Rob Blaksic .