Goode Plumbing

"We do our absolute best to please every client that we get, so I was of course shocked to see this review. I followed up to find out what happened, and have to say that I disagree with the grading and statement by this Member. I do not know how the Member arrived at the grades or how they felt there was an issue with cost. Let's go over things so I can explain why I disagree. First, this is in a high rise downtown. The traffic, parking, and difficult access already take considerable time. I do not personally know of any plumbing company that charges less than $60.00 to come down there-most are not only MORE expensive, but also do not waive the fee like we do, for this area. This was not a one hour in and out job. The time on the job-again, not including parking, etc-was close to two hours-something the tenant verified and signed for us on our contract. A shut down had to be arranged with the building to do the work needed, which also adds to the time. I am confident that the Member simply felt this was more than he wanted to spend, so gave us an F in that category, rather than shopping around, because I am very confident that if he had, he would find our cost to be very reasonable. Keep in mind that not all plumbing companies can work in high rises such as this-we have insurance and certifications that these buildings require, which does add to the cost-something we have no control over. If we look at the other grades, they are simply inaccurate. I am not sure how the Member rated us a C in QUALITY. The tenant stated she was completely satisfied, and in fact verified she was 100 percent satisfied and signed our contract stating that. So how this was graded less than an A, I am not sure. Punctuality-We were EARLY for this job! My plumber wrapped up his previous job early, and called the tenant here to see if she would allow us to come earlier. She stated that this was no problem, so we headed over. If she had not been ok with that, we would have run another call and then come to her, but she stated she was fine with our early arrival. Responsiveness-We took the call at the office when it came in and scheduled it for a day that we agreed on at the time of the call. Professionalism-We arrived earlier as approved by the tenant, wore shoe covers so we did not get the floor dirty, went over the job with the member, and did the work properly. The work was tested after we finished, made sure the tenant was happy, and cleaned up before leaving. I do not see how any of this deserves an F in professionalism. We treat our clients with respect as well as their homes. I will say that our policy is to give our clients an price up front, and my plumber did state that while he wrote the quote up, he failed to give it to her after engaging in conversation with her. For this, we do apologize. I am sorry that you were unhappy with us-we truly care about each and every client, and do not want anyone less than very happy with their experience with us. But please, do some research and compare us with other licensed, professional plumbing service companies that do service in downtown high rises such as yours before giving us an F in price or make statements such as the one in your last sentence. Reading through hundreds of other reviews-the vast majority of which are A grades-is an indication of how much we do care about doing a great job and delivering an excellent value. And I would also ask that you grade the other categories fairly and accurately. Thank you, Michael Goode Goode Plumbing"

"Thank you very much for having us over for the service call. We truly appreciate the review and the work!"

"Thank you! We appreciate the work and the excellent review here. We do our best to keep our pricing as low as possible. Our excellent technicians, cost of proper licensing/bonding/insurance, our high standards, etc, do not allow for rock bottom pricing, but if you compare us to our true competition, I am confident that you will find us to be a fantastic value. Thank you again!"

"Thank you very much for having us out! We truly appreciate the work and hope that we can be of service to you again in the future!"

"Thank you very much-we truly appreciate the work! We installed a basic backwater valve in the client's basement, which involved removing a section of the concrete floor [Member Information Removed] excavation to the building drain. We installed a single cast iron back water valve with clean out access top, [Member Information Removed] a metal access door in the finished floor after we patched the concrete. The owner was a pleasure to work with, [Member Information Removed] we appreciate being rewarded this job!"

"Thank you very much for the kind words! We appreciate the work and the review on Angie's List."

"Thank you very much for the kind words! We truly appreciate the work as well as your review here. We do our best to be not only excellent at repairing and installing plumbing but to also be professional on the office/business end of things. When someone calls us for service, we do our best to make them aware that payment is due upon completion of the job. It sounds like perhaps the person that called us from your building did not understand or make it known to you, but it all worked out and we appreciate the business very much!"

"Thank you for your continued business! We would love to see an A in price to match the fact that you rated us A's in all other areas-I never promise to be the least expensive plumbing company in town-our high standards for customer service and excellent work along with the costs of being a legitimate, licensed, insured plumbing contractor simply don't allow for it, but I promise that we are still an excellent value! We truly appreciate your business and your review."

"Thank you very much for allowing us to send our plumber, Drew (Eddie assisted Drew) out to install the new water heater-our Bradford White standard water heaters are excellent quality units that we back with a full labor warranty to match the parts warranty. We make several improvements to the installation to help keep them reliable and leak free for years to come. We truly appreciate the work and your review."

"Thank you for having us out! We appreciate the work very much. Thank you also for taking the time to grade your experience with us-we are glad that you were happy with our service!"

"Thank you very much! We truly appreciate your very kind words and for continuing to use our services. We have been working with this Member for a number of years, having completed a number of services-water heater replacement, piping replacement, toilet repairs, and this ejector pump. We are glad we were able to help, and thank you for taking the time to write this review!"

"Thank you very much! We truly appreciate the review and you having us over to replace the faucet. I am glad that you were happy with our service!"

"Thank you! I am glad that you were very happy with us. We appreciate you being flexible with your schedule as well. There are a number of options regarding the pump and water heater, so we are glad to explain them and try to help educate our customers so they can make the decision that best suits their needs."

"Thank you for having us over to help complete the repair! We appreciate the service call and your review!"

"Thank you for grading us here on Angie's List. We appreciate the work very much and look forward to serving any plumbing needs that may arise in the future."

"Thank you very much for having us out! We truly appreciate your consideration and look forward to serving you in the future. We are grateful for the work and your review here."

"Thank you very much for allowing us to come back and take care of the issue. My employees are hard working folks who take a lot of pride in their work, but in this case an error was made. I apologize for the issue, and am glad that you allowed me to come back out and help make things right. I am grateful for the work and opportunity and appreciative of the review here! Michael Goode Goode Plumbing"

"Thank you very, very much for the work! We appreciate you hiring us for this service call. We are grateful for your review of us as well."

"Thank you very much for the work! We truly appreciate your having us out to evaluate the issues you were having, and going through our suggestions. Brian and Donny have both been with us for quite some time and are true assets to our company. We do a very complete job with all of our work, and our flood controls, seepage systems, and over head sewer systems are no exception. We know what it takes to do these things right. Sometimes it is more involved than other systems we have seen, but our job in installing these is to keep your basement dry. Thank you again for the work and your very kind words here."

"Thank you very much for having us out for the drain cleaning! We appreciate the work. Thank you for taking the time to write this review for us as well. I will pass your kind words on to Kerri and Brian!"

"Member, you also left a similar message on Yelp, which I also replied to. Our policy is to not give over the phone pricing. The reason that we do not give over the phone pricing is that we like to be accurate, and there is just too much room for error when it comes to pricing work without seeing it. My manager spoke with you, and did try to give you a ballpark price, since you really wanted it (shame on us for not sticking to our policy, which we have in place for good reason-for accuracy for our valued clients). You described a very easy job of removing a disposal and replacing a basket strainer. My manager told you that as long as the work was as described, the price would be approximately $300-400. Upon arrival, my plumber saw that in order to do the work CORRECTLY and up to CODE, there was considerably more work than what had been described. There were multiple issues with the other parts of the drain work that were there, making it a much more involved job. Could it have been rigged together as it was? Perhaps, but not by us-we do not do substandard work. I do not want my name on poorly done work. Since your tenant let us in, and you were not on site, we called you to let you know that there were other issues that needed to be corrected related to the requested work, and tried to explain what was needed and the price-as soon as you heard the cost, you told my plumber that the conversation was over and hung up. I do understand that some folks want a low price alone, and do not care about doing things properly, but that is just not how we work. We do things so they last and meet code-so that you do not have other issues down the road, or have health issues that can occur if things are done improperly. In this case, one of the issues was a dishwasher drain line that was improperly routed so it ran along the bottom of the cabinets and connected to the drain work improperly. If there was a back up in the drain line, it could easily flow back into the dishwasher, contaminating otherwise clean dishes. Part of our recommendation was to reroute this line, which involved drilling through multiple cabinets (since the dishwasher was not located next to the sink). I do not know what your other plumber was including-you said he or she has been maintaining the disposal for years, so my assumption would be that he or she was not intending on correcting the other related issues such as this, so the price comparison you mentioned is not really "apples to apples". I am sorry that you were unhappy with us, but I do not feel it is very fair to rate us less than great simply because we wanted to do a job correctly. I hope that you do get the job done correctly, so that you and your tenants have a safe, proper installation."

"Thank you very, very much. We truly do appreciate the loyalty! We are glad that we were able to gain your confidence over the years, and look forward to continuing to be of service. We appreciate your business and the time that you took to review us here on Angie's List."

"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"