Response from Heights Plumbing Inc
This was a free estimate with no charge to the customer. Upon arriving at the house we noticed the front door wide open. While in the driveway doing paperwork before we got out of our truck the mailman approached the door to deliver mail. He paused for a few minutes and rang the doorbell a few times. No one answered so he rang the door bell again and again. Then after a few minutes he put the mail in the slot and continued on. At that time after watching we checked our address and approached the front door, rang once and the customer answered and said don't ring the door bell please. We then pointed to the mailman still very close to the house and let the customer know it was him and her mail was delivered. At that time the mailman looked at us, confirmed and acknowledged our response. We continued on with the 3rd floor estimate. A few things needed to be done and the customer was hesitant to come up to the bathroom to discuss the problems. We assumed she was more concerned with not waking the children and the painters. The estimate was given for 3 separate issues. She then said she would talk to her husband and let us know. We never heard from her again until receiving a negative response on Angie's List for what was a free estimate. There was no follow-up call or any kind of a request for an explanation from us. At this time we would like to ask for an apology in writing or a retraction of this negative response due to the fact that the mailman was at fault and if needed he can be approached to confirm this. We also gave this customer the most effective, least costly options to solving the plumbing issues. Its unfortunate we had to sit down at the end of the day and write a lengthy response after taking time to give a free estimate, try to save the customer money, and not be approached for any response or reason about the event. After 30 years of plumbing and many Angie's List Awards, positive responses and feedback; our reputation, work and guarantee speaks for itself. Clearly this customer was having a bad day it seemed with the painters, children, and unfortunate plumbing issues leading to water leaking in the ceiling. Unfortunately for some reason she decided to take it out on us for what was a free estimate with no more than 15 words spoken for the entire trip. Very Disappointed. Waiting for an apology and or retraction. We really would like to avoid tracking down the mailman as we do have many satisfied customers and a company to run.