3 years ago
Further update in response to owner: I find it int...
Further update in response to owner: I find it interesting that you deleted your first response to this review and replaced it with more lies and mischaracterization of me and our phone conversations. I never once raised my voice beyond speaking level when talking with you or the first person I spoke with. My tone was roughly the same on the phone as it is here, hugely frustrated, and confused as to why anyone would bother being in a customer service job and treat customers the way she did. If you put me on speaker for the first call, then you know I never yelled. You clearly have a problem with the truth.
Update in response to owner: The most berating I did was to say how hard is it to just say you made a mistake, apologize, and that you d be happy to fix it? Which I said twice, before an apology was offered. The only reason I felt compelled to say it at all was because the staff was rude and insistent that they had not made an error and we had scheduled for that morning. The staff did indeed say they would be unwilling to send anyone out almost immediately when I called back the second time, and I pointed out that it really didn t seem right that they d fire me as a client for not liking how I was treated by their office staff. They backtracked and said they d be willing to send someone out. Your statement that I continued to try to get additional apologies is ridiculous, especially since I repeatedly told you that I didn t want or need additional apologies, and that I was just trying to let you know what had happened since if it were my business I d want to know if customers weren t happy with how they had been treated. We finished the discussion, and after thinking it through I decided to call back to cancel and work with another plumber. It was a very short and polite exchange, in which I said I d like to cancel, and they informed me they had already removed me from the schedule (without informing me, which may have been another communication error on their part), and wished me a good day. My review isn t bogus, it happened exactly as described, and if you want to believe your staff s side that s your prerogative. However, I have never once in my life had this sort of experience with a company, and I have never before gotten into an argument over how I was treated by a company s office staff, meanwhile you have multiple reviews (including positive ones) that describe encounters with your rude office staff. I have to think the common denominator in this situation is you. I have a question for you: Since a mix up in scheduling is completely a non-issue, and I was never bothered by it other than needing to reschedule (and am still not bothered by it), why on earth would I be upset if your staff weren t rude? What would I possibly be upset about? Is my negative review about the rescheduling or about the rudeness?
Excellent plumbers, terrible customer service. We used Emerald Plumbing for repiping our house, and they did a great job. They were efficient, curteous, and did good work. We tried to use them to fix an issue with the sinks in our bathroom, and there was a mix up with the date. We are sure that the error was on their end since there was discussion of needing a week to get fixtures. They were okay with rescheduling but insisted that the error was on our end and were quite rude about it. When I called them out on their behavior and pointed out that it had been discussed we would need a week to get the fixtures, it was clear I was suddenly a difficult client. I called back to let a manager know how I was treated and was fired as a client even though all I was doing was letting them know what happened. I didn t insult anyone or use rude language, I just expressed that I was upset and apparently that was over the line. They insisted the other employee did a good job of customer service and apologized for the mixup (sure she did, after I called her out twice), and couldn t understand why I would be upset at all. If you run a business, don t expect clients to put up with being blamed for your mistakes.