MasterTech Inc

"Thank you for your kind review!"

"Thank you for the kind review"

"Mr. [removed members name], I'm humbled by your thoughtful review. Thank you."

"We do like to give customers choice. Our plumber gave (Member name removed) several choices. He firmly requested that we only change the one rubber part; It wasn't that much more to replace all the wear items while we were there. We know from experience that in the long run, quick fixes like these are ultimately more expensive and is a kin to putting a band-aid on a bullet hole. I'm grateful that we were able to satisfy (Member name removed) with responsive, personable and timely service. However, I wish we would have made (Member name removed) completely happy. It's expensive to provide professional labor, Insurance, warranties, inventory and all the overhead that goes into a business. I would like to thank (Member name removed) for his business and his service to our community. Russ"

"Of course we wish we could satisfy every customer. We did offer her elderly mother several options from replacing the toilet with a handicap toilet to just making minimal repairs. We did offer her options for repairing the leaking toilet. In the end, we made two trips and refunded her money promptly when she was not satisfied. The plumber that serviced (Member name removed) mother is well known to be very respectful. It would be way out of character for him to treat anyone with disrespect. I listened to the recorded call between Jerry and (Member name removed). Jerry treated her with utmost respect in both word and tone. Russ Owner MasterTech"

"Thanks for the positive review. We don't always get it right but we always make it right. Sometimes we can't control everything that happens in the field but we can control how we respond to any mistake we make and we are determined to correct mistakes on our part. If anyone ever has a problem with MasterTech, they can call and discuss it with us and we will correct any error. Technicians are trained to give each customer choices, answer questions about the features and benefits of each service and then to let the customer decide which service is correct for them. Again Patrick, thanks for taking the time to leave a positive review. Russ"

"We did give her pricing, captured ( signature, quoted the work for the following day and honored the bid. I'm not sure why she's upset. We spent from 1:19 pm to late the first day then from 9:31 am to 3:24 pm the second day with a backhoe and two plumbers, a sewer camera, and a sewer machine. We believe the charges to have been approved and agreed to in advance which is our policy and we have the written agreements. I apologize. Ultimately, Customer satisfaction is our responsibility. Somehow I failed. Here's the invoice below. Clearing Sewer from Toilet to Restore and Verify Flow Complimentary priced, code required, 2-way exterior clean-out for slab house. (excavation) REG $ 425.00 $ 425.00 NOTES: Install two way cleanout three-foot deep. Line was egg shaped . One year warranty on cleanout no warranty on cableing . Pull and Reset Toilet While Cabling REG $ 110.00 $ 110.00 NOTES: special price while cabling Main Line Stoppage-Through Outside Clean Out 100FT REG $ 159.00 $ 159.00 NOTES: Clear Stoppage Through Outside Clean Out Up To 100 Feet, Up To 3 Passes. 90 day warranty $100 Deposit REG $ -100.00 $ -100.00 NOTES: $100 Deposit taken from customer TOTAL $ 594.00 TOTAL $ 594.00"

"We’re sorry to lose you as a customer. Sewers just don’t clog for no reason. If a large pipe will not drain water, there is a major reason why. The clog is a symptom of a larger problem. Like any good doctor, I require the Plumbers who work for me to not just address the symptom but to provide customers with solutions and cost for fixing the underlying problem, especially when it causes a house to flood with sewage. Unclogging a sewer is just addressing the symptom. We do spend enormous amounts of time training on this as an organization. We are professionals, not handymen. Most of our customers want a permanent professional repair and don’t tolerate sewage repeatedly backing up into their home. I know I would not tolerate it. Our charges seemed very fair and it’s likely that you will pay our competitors much more than the $99 we charged. Our company is licensed, insured. We send a fully trained plumber in a $60,000 fully stocked truck. He used a $7,500 electronic camera to find out why the sewer would not drain water. He located the buried underground problem in the pipe that will eventually cause future backups and gave an estimate for repair. To keep cost low and professionalism high, we send estimates from our software electronically so they can be filed for future reference. Something none of our competitors currently do. That’s why we requested your email. But if you don’t have one, we snail mail a hard copy using valuable paper, ink and labor. We would love to keep you as a customer. I apologize for the inconvenience. He arrived at your house at 12:33 and left at 1:48, just over an hour to perform difficult work, diagnose the underlying problem, suggest a permanent repair with several options and leave you with a written (electronic) quote as I require. He is an exceptional technician. I am proud of him and I wish your perception of our service had met your expectations. For that, I’m sorry. Russ"

"Sir, I’m sorry for your experience. Plumbers are likely responsible for more than you may be aware. There are numerous health and safety principles we must balance to professionally maintain your plumbing systems. Here are three: 1. The water heater. The most dangerous appliance in your home. It is responsible for more fires, floods and explosions than any other item in your home. There are unseen forces like thermal expansion that not only needs pressure regulation, but thermal expansion provisions. 2. Cross Connection: As a plumber, we must make sure your toilet water doesn’t end up in either your drinking water or in your neighbors. Pressure regulation and reverse flow are primary concerns of plumbers. 3. Fire regulations: we must provide sufficient water distribution to your neighborhood in case of a fire. Codes require a minimum of 800 Gallons per Minute for 4 hours. To insure that type of water supply, municipal pressures and volumes must be increased way beyond what is useful inside a residential home. Therefore, the city MANDATES for good reason, pressure regulation. It prevents floods from toilets, rubber hoses and other smaller items like your ice maker line. We study Columbia’s water quality. It has many nasty containments, some known carcinogens. The city not only recommends your treat your water, they legally try to shift the responsibility to you through notifications and regulations. The water quality in Columbia degrades the rubber parts in your home’s plumbing systems. We HIGHLY recommend you treat your water first for the contaminents then for the destructive water quality. I require my professional plumbers to follow the city’s codes which are designed to protect your health and your neighbors. We make our customers aware of their needs, known and unknown. It's our customers' choice how they maintain their home. We provide the options, customers provide the decision. We would love to keep you as a customer and we still suggest you treat the pressure and quality of your water. Here's a list of EPA's contaminants: http://water.epa.gov/drink/contaminants/index.cfm#List Russ 573-777-7777 [email protected]"

"Thank you."