Reviews

Review Details

• Review fromRICHARD T

  Date: 08/29/2023

  1 star

  RICHARD T

  Date: 08/29/2023

  Avoid Riddell Plumbing at all costs. We showed their plumber two-bathroom faucets which were leaking from the handles and asked him what to do. He stated to replace vs. cartridges. One the first faucet he chipped our marble sink. The company sent a person to repair but it is noticeable. They charged us $1500 to repair two faucets, neglecting to mention a flat fee. When I complained they reduced the bill to $915. On the second faucet he didn't tighten it down so it rotates when on/off used. Two faucet replace attempts. Two fails. The story could have ended herebut unfortunately it gets worse. The second faucet was not secured correctly. Having spent $915 on faucet repair I called them out for the quality issue. I sent them a picture. They send the same plumber. I let the plumber in and head off to the office and I hear the technician yell at me from the other room what is wrong with this? "what is wrong with the sink?". I went back in and I see that the faucet is no longer at a 45 degree angle. He must not have been aware I sent a photo to the office a day prior. I grabbed the faucet and turned it on and said see it is not tight. He exploded and said YOU DID THAT. Retort: No I didnt. Yes you f;ing did. He puffed up at me and became belligerent. I responded. It got very heated. Company never responded to this report!

  Riddell Plumbing, Inc.

  Date: 08/30/2023

  ******************** would like to start by thanking you for sharing your feedback and would like to express that all reviews, positive or negative, are appreciated. All situations are looked into which enables our team the opportunities to learn from any shortcomings and grow through experiences and constructive criticism. We apologize that any interaction you or your wife had with a member of our company was anything but professional. I would like to point out that upon receipt of the first email we received our team of supervisors instantly began to analyze all aspects including our cameras, trackers, notes and pictures along with having in-depth discussions with any plumber or helper on-site. If the existing faucets have any corrosion or the nuts that anchor the faucet to the sink are seized up it does make it very difficult to remove, but there is no way of knowing this until the process of removal is started. This can be time consuming, especially when trying to prevent damage. Regrettably this did happen and as soon as we were informed of the chip in the sink, we had a professional lined out. We were able to determine that the plumber was on-site during this visit for 2 hours and 55 minutes, yet no charge was given to you or your wife at that time since we wanted to make the sink damage got corrected first. When we came back to finish the third trip the plumber and a helper were onsite for 2 hours and 19 minutes. At this time the plumber did use a line item for flat rate instead of time & material only which we later made right by refunding $532.69 that was communicated and agreed upon through email. This change would mean you were only billed for 5 hours and 14 minutes with $275.00 in parts. The pictures taken upon completion do show the handles were straight leading all personnel in office to believe the job was completed correctly and in a satisfactory manner. Once we received the next email showing the handle was loose, it was dispatched as soon as possible. It is common practice to send the same plumber out that completed the work since they know about the job, especially when it seems like what should be an easy fix. None of this is being said to discount any unprofessional or rude behavior that *** have been experienced on you or your familys part. We only have recordings of the way our plumber was spoken to prior to departure from the residence, then we were informed via a phone call from your son that these ill reviews would take place due to your experience and despite the apologies, refund and best efforts put forth by our service department. All of us at Riddell Plumbing would like to express our sincere apologies for any customer service not meeting the needs or expectations of our customers. Clearly, we fell short in your opinion and the last thing the Riddell Plumbing family wants to do is let our customers down as we hold ourselves and our employees to a much higher standard.