Custom Plumbing of Arizona, LLC

"Thank you for your feedback, We?re very sorry your experience fell short of expectations. We strive to be punctual and professional, and we regret the confusion and inconvenience this visit caused. To clarify: the scheduled work was the outside softener tank. I also checked out some additional concerns of yours. I replaced the mix it shower handle at no charge the first visit with an estimate for the softener installed outside of your home, as well as the poorly remodeled kitchen with improperly installed plumbing underneath the kitchen sink. I gave you an estimate for $425 for the softener and $289 for the p-trap and tubular reconfiguration. I also reduced the amount to $607 you asked if I could do $600, we agreed to the price. You scheduled the appointment for Thursday unfortunately I was extremely busy and couldn't arrive until later in the evening you decided to reschedule the service due to it being too late as I was en-route to your home. We tried to explain all the work was outside so you did not need to be home. Homeowner said she wanted to reschedule because she wanted to discuss the work under the sink  After my initial service call, I received a call from you stating that the previous company that had done the remodel and offered to replace the improper sink connections for you at no charge. My office staff notified me of the visit you had with the previous contractor. I believe that they offered you a $60 credit due to them being unable to repair the can of worms they left in your cabinet underneath your kitchen sink. There's a note from the office that you said you wanted to revisit your p-trap and tubular issues underneath the kitchen sink. Our first appointment was on Thursday the 16th and due to your availability, we then rescheduled for Friday the 17th .  The following day when I arrived, Your husband answered the door and directed me to the sink area. I was under the assumption the sink work had been approved based on a prior estimate and began repairing the reverse-osmosis system saddle connected to the improperly installed tubular and P-trap. Once you finally into the room and noticed what I was doing you asked me to stop, raising your voice and bad mouthing my office staff. Demanding to speak with someone immediately. I informed you that after 6:00pm you were going to be reaching our answering service they would relay your message. I tried to deescalate the situation, but I couldn't get through to you as you were not being reasonable. Even your husband was trying to calm you down. Everything that I disassembled I reconfigured with some of the new material purchased for the repair and reassembled the sink components to leave them in better condition than I found them. After the sink assembly was finished, I had gone to my service van waiting for you to get off the phone with our office manager. At this point Rene came out and asked if I was doing ok. I was simply waiting for your response and outcome of your phone call with our office to see if you were still interested in getting the initial service completed. Rene literally went back in the home to ask you and your reply was of course. I went over the details on the invoice and explained that the price was for everything at $600. If you're only doing the copper repair of the softener loop, then it would be at the same price as the original estimate without any discounts. At this point your husband looked at me defeated having to go and explain this to you. So, I took it upon myself to honor the discounted price of $300 from the original quote of $425. After our office staff had seen your review, we called to follow up and offered a $100 partial refund in hopes of resolving the matter; you declined the offer and stated you'd rather keep the bad review up. We sincerely regret that communication broke down and that you were upset. We take customer concerns seriously."

"Thank you!"