I was experiencing problems with my soft water and called Pete the Plumber. I had some questions as to what would be recommended, so was put through to Pete directly. He recommended a new soft water machine and iron filtration system since we live on an acreage property. The install was booked within a couple of weeks. The day of the install technician Zach and an apprentice came and we all discussed together the placement of the new equipment since there were 3 additional pieces that would need to be installed in place of my old water softener and we needed adequate space. As you can see from the photo of the equipment, they needed a lot of space. They hauled the equipment down to the basement, complaining about how heavy it was. I offered them a drink, and brought them coffee down to the basement. I later returned to check on how they were doing and Zach complained about the girl who booked this appointment in. He complained that it was a 6 hour job and she only booked it for 3. He was upset with her, but that wasn't my fault. I went back upstairs and left them to it. Later I went to check on them again and they were installing the equipment in a very tight space between the sump pump and the furnace, contrary to what we had discussed before the job began. I questioned why they were installing it there, and explained that this is not what we had discussed, and in fact I would not be able to change the furnace filter nor remove the lid to my sump pump for servicing, let alone being able to access the softener to add the salt, etc. Zach got very angry and stated that he was installing it there because it was easier for him. I told him that I didn't want it there, that it wouldn't fit, and that it needed to be installed where there was more space as we had already discussed. He got very angry and told me that if he was going to move it, he was going to tack another $300 onto my bill. I told him I was not comfortable with him installing the equipment at all any more, that he was fired, and he needed to leave the property and take the equipment with him. I informed them that I needed to leave the house in half an hour to take my homeschooled children to chess. I left them alone. 20 minutes later they still were downstairs doing god knows what, but they hadn't started hauling their equipment or any of their tools out. I went back downstairs and asked what was taking them so long to leave. Zach told me very rudely that they weren't hauling the equipment back up the stairs and were finishing the job. I told him to leave immediately. They refused again. I screamed at them and told them that they had 10 minutes to get out of my house or I was calling RCMP. Finally they listened and left the house, stating that they were not turning our water back on for us. They left the house, however they remained parked inside the property, inside the gate and fence, and wouldn't leave. Zach informed me that he called Pete directly, and Pete told him not to leave unless he had a cheque for the full amount in hand. I refused, and told him to have Pete call me directly. Because I needed to leave, I had to leave the gate to my property open so they could get out and would not be trapped in, and therefore I needed to get my 2 large acreage dogs into my vehicle so I could leave with my kids so they wouldn't run away when we left with the open gate. When we returned home later, they were gone, They left us without water connection for the night, so the next day I called another plumbing company to come out to help us. I never did hear from Pete or anyone from the company until we received a notice from Land Titles that they had placed a writ on the property title. I contacted Pete the Plumber and was put in touch with their court agent, who had gone to court to obtain a default judgement, by serving it to an incorrect address. I hired a court agent costing several hundred dollars to have this judgement reversed, and finally will to attend court to defend my position against this company.
- Company Response
After consulting with our legal counsel it is with regret that we have to respond to this review. We find your review to be an interesting spin on the facts, which are as follows:
- The install was completed in line with the spacing that was agreed upon initially and with the expertise of a journeyman plumber who has the knowledge to suggest the best placement based on functionality and plumbing codes.
- The install was 95% completed and the technicians had been on site for about 4 hours when you asked them to move the equipment. When you asked the technicians to leave your property, 20 minutes was not enough time for them to uninstall the equipment and remove it from the property. As a result the equipment remained on the property unpaid for. Pete advised our technicians to remove themselves for safety reasons and contact the RCMP as our supplied equipment was not being paid for.
- Pete tried to contact you numerous times following the initial install date to come to a mutually acceptable outcome and even had a second booking set up to have another plumber from our company out to finish the install for you.
- As a result of not hearing from you and with Pete the Plumber’s supplied equipment being left on site and not paid for this matter was escalated. Pete the Plumber consulted with our legal counsel and this situation is pending mediation in hopes of not needing to go to court.
- Zach is an outstanding journey plumber that has been an employee of Pete the Plumber for over 10 years. He has one of the best customer service records and is requested for service by customers regularly.