This company was highly recommended to me by a friend. I needed help with a vessel sink installation. When I first called them, the lady on the phone didn’t seem to know what I was talking about, and even told me “I’m not even sure we do that here”. I thought to myself, if not a plumber, who should I have called to install a vessel sink? Then she told me everyone was on vacation the following week (it was around Christmas) so I may have to wait, but that she’d check with the owner if they even did vessel sinks. A couple hours later she said that indeed they did, and we were able to set up the appointment for the earliest date (I think it was the following Monday, which I was pleased with). The technician came out, called me ahead of time, he was friendly and seemed knowledgeable. He was in and out in less than an hour and I was very pleased with the results. He told me not to run water through it for 24 hour to allow it to dry, which I did. When I checked the sink the following evening, I noticed there was a puddle of water underneath. I felt crushed, and called them to report the issue. They told me they would send someone out to fix it, even if I wasn’t home, which I was again, pleased with. When I came home that day, the sink was working beautifully and I was happy. Except he had left a big muddy and wet footprint on my brand new entryway floor. I was just relieved that I had waterproof vinyl planks, but he didn’t know that. What if it was real wood? I didn’t come home until hours later. It would have been ruined. Anyway. Days later, to my utmost surprise, I received a bill in the mail. They had charged me for the part (which was fair), but also for the extra time!! I left a message saying that I did not understand why I had to pay extra for a job that wasn’t done right the first time, just because the guy didn’t take the time to make sure there were no leaks. After almost 48 hours, the manager finally returned my call, and instead of trying to make things right, he went on and on about “explaining why I was getting charged, that he found a problem with the existing plumbing that needed to be fixed, and that’s why he had to charge me”. The plumbing under my sink had never leaked before and I said that I was really upset, that no one had told me I’d be charged extra, and he just wouldn’t budge. He kept “explaining” things, I kept saying that I was being unfairly charged, and I was getting more and more upset, and finally he said “well you don’t think we should charge you for the extra part, either?” Needless to say, it was obvious that he has no customer service skills, and instead of making things right, he tried hard to get me to pay the bill for another agonizing 10 minutes, before agreeing to delete the bill. I have worked in customer service enough in my life to know that this is part of doing business, sometimes you have to eat the cost of something or go back and spend the time necessary to fix things in order to make your customer happy, which is a small but necessary price to pay to take good care of your customers so that they will come back. Bottom line is, I think they do good work, but based on how I was treated, I don’t think I will be calling them again.
