We called A Better Way Plumbing to replace our main water shutoff valve, which had a very slow drip (non-emergency call). After we arranged the date/time with the city to turn off water outside, A Better Way arrived and removed the existing valve, only to discover they didn't have the replacement valve in stock. We were informed the required part was being couriered from Edmonton and would arrive by 9am the following day. We did not receive any updates the following morning until we phoned to ask for a status update. We were informed that the part did not arrive on time and was now scheduled to arrive that afternoon. By 2pm, we had not received any updates so we phoned again and were informed that the part had arrived. By 4:30pm the day after starting the job, they were able to finish it. Our family was without water for 24 hours. No status updates were initiated by A Better Way during those 24 hours. They were quick to blame their supplier for the issues/delays but they cannot pin the lack of communication on their supplier. Payment took 15 minutes as the Plumber was having difficulties with his payment machine, which included him having to call their admin for help. No discount was provided to reflect the inconvenience or lack of communication. We were told we would get a coupon for a future service. While we don’t intend on using A Better Way again, it’s important to point out that we have yet to receive the coupon (writing of this review is 3 weeks after the service was performed). The new shutoff valve is working / performing well and the work area was left tidy.
- Company Response
We are sorry to hear about your experience with us. It was unfortunate that our suppliers did not have your replacement valve in-stock at the time of the house call. We apologize for the inconvenience. We do try to communicate as best as possible with the customer if there is going to be a delay. We will take your comments as a learning experience for us on how we can improve our customer service during situations like this.
A Better Way Plumbing