Response from Goode Plumbing
I am not finding a match with your address in our system. Perhaps you have us mistaken for another company? This does happen from time to time, unfortunately. However, if it was us, I would truly appreciate a call so that I can find out exactly what happened. I would like to go over your review, how we work, and the grades given here. We often present options-for example, if you have an older, leaking shower valve, which is what it sounds like you had, we might tell you that we can A) Fix it for a certain price, or B, replace the complete unit for a different price. While we can usually promise a fix for option A, there are certain valves that may not be the best candidate for repair, so we are honest and tell you that there may be a chance that after the repair, it may not work and need to be replaced. We find it better to be honest and upfront, rather than tell you the bad news after we are already in there working, don't you? Parts for different valves are not all the same. A part for a less expensive brand might only cost $20-30, but some high end valves have a cartridge that costs well over $500! Also, while we stock parts for common valves, there are a lot of unusual ones out there, and we may have to bring an old part from your valve to a specialty supplier to match up with a new replacement part-this takes time and effort on our part, which we do have to charge for. We will never promise to be the cheapest company out there. Our standards for doing this right and employing good plumbing technicians, carrying full and proper bonding and insurance, etc, does not allow for that. We want to do things properly and honestly, and while that may cost a little more up front, in the long term it often costs less and I am confident you will find our customer service to be excellent. I travel farther and pay more for my mechanic over the one that is nearby for this very same reason. I hope that this explains things, but again, would appreciate a call so that I can go over your experience and see if there really was a way to make it better for you. Angie's List does not list your name or phone number, so unfortunately I have no way to reach out to you other than by replying to your review. In terms of the grading, we appreciate the A in Punctuality. I do have to ask about the D in Responsiveness-during normal business hours, our receptionist answers the phone directly. After hours-and most companies do not respond after hours-we still do our best to get back to you quickly, thanks to our answering service, who sends both a text and an email to us. If you submitted your information through Angie's List, it may take a little longer as we do not get those messages directly, but we do check our account daily at a minimum. You also rated us a C in Professionalism. I pride myself on running a very professional service, so if you feel we were anything less than an A, again, I would appreciate you letting me know why, so that I can work to fix any issues. Overall, we received an F rating from you, which seems that you did based only on price. I hope that this explains things a little, and hope you will call us if you do find that it was indeed Goode Plumbing that was out, so that I can gain some information from you. If you double check and find that you have us mixed up with another company, it would be greatly appreciated that you remove this review from our profile. Thank you, Michael Goode (773) 407-1884 cell