Response from Goode Plumbing
This is a review that had myself and the plumbers who worked on it shaking our heads in disbelief and surprise. I initially went to the member's property (this was a rental building for her)-after hours at the customers request. The issue was a leak from an upstairs unit, and some plumbing work in the basement. We were able to see the basement but the owner was unable to get me into the upstairs unit to see what the source of the leak was. She asked me to price out several possibilities. I told her it could be any number of things, from a simple repair to something major. I gave her some pricing for the work in the basement, since we could see that, as well as some possible ideas for the leak from upstairs. It made it clear that once we could get access upstairs I could give her an accurate price. The Member hired us for the work in the basement and made arrangements at the same time to have us look into the leak upstairs. One of my plumbers opened up a wall upstairs to locate the leak, which was coming from a leak in the stack, which was a pretty major repair. We called the member to let her know what was involved and gave her pricing. She decided to proceed with that work as well as the basement. We truly gave her some very good pricing since we were there for that basement work. We got the basement work done and much of the stack done in a timely manner. The last portion of the stack took much more time than anticipated-NOT because of an error on our part, but because the tenant that lived in the unit we needed to work in allowed us very limited access time. My plumber worked evenings and weekend days he was normally off to accommodate her schedule. This was in an old building that had a lot of plumbing that was in marginal condition, or had been repaired improperly in the past. We were correcting these issues as we went along, but were working with a tenant that let us in for only very limited hours on limited days and a landlord who would not or could not help with this access, but they were angry that the job stretched out longer than we anticipated. Had we been told up front about the limited access, we would have given a more accurate completion date. However, that was the only issue that the landlord told me she had with the job. At the end of things, we did a considerable amount of additional work at no additional cost and the job came out excellent, which is why I do not understand the grades that she gave us. Here is the run down on those, in my opinion: Overall C: The job came out fantastic. I inspected it personally several times as my plumber progressed their work. At the end I asked if she was happy. I was told that she was, but she did wish it did not take as long as it did-but again that was because of access on their part, not ours. Folks, we do our best, but if there is something you are not happy about, please tell me so I can try to rectify it! I ask because I take a lot of pride in our work and my company and really and truly WANT you to be happy with us! Price B- I assume the member received several estimates, but chose ours. While not inexpensive, we really did deliver A rated value to this job. Quality B- Honestly, this work turned out excellent! I can say with confidence that this was A level quality. We even did some items that were not on our list, just so the job was done properly. Responsiveness C- I am not sure why we received a C here. We did take some time to get the estimate done, because we wanted it to be accurate, but did keep her informed of what was happening. Same thing as the job progressed, we kept her informed with phones calls, etc Punctuality-Perhaps the member is indicating the fact that this did go beyond the anticipated completion date. That is true, it did. But, if we are only able to work a few hours here and there due to a tenant not allowing us more access, there is only so much progress that can be made at a time. Also, the plumbing in this building was very old and not in good condition, so we had to be cautious and make this job come out so that it met our high standards. Professionalism-C. I am not sure where this is from either We were courteous, clean, neat, and kept the customer informed of progress and what was needed. We did the job properly so that it would pass any inspection. I apologized for the job taking longer than we hoped even though we had little control over this. Again, the only issue that I am aware of was the length of the job. I knew at the time she was not happy about that, but tried my best to explain why that was the case. Everything else was to her satisfaction, from what I saw and was told by her. If there is anything I can explain or help with, my cell is (773)407-1884. Thank you, Mike Goode