The Neighborhood Plumber

"We are so sorry to hear that one of our customers was unsatisfied with the work provided. This is the first time we’ve ever had anything negative posted on Angie’s List about our company. This repot is pertaining to our After Hours Service which is offered for emergencies during the weekend or after the regular business hours. As is standard for most service companies, we charge time and a half during after hours. One technician on call was called and had to travel 40 minutes to the jobsite from where he was. He charged correctly as per company policy and fixed the job in a timely manner, advising customer that it would save her money to come back and fix non-emergency problems at the regular rate. Our prices are the same all the time for everyone. As with most service companies, we have a standard one hour minimum during regular hours and afterhours. We do not charge a trip charge or diagnostic fee. We simply charge by the hour with a one hour minimum. Our one hour minimum does include one way travel time. This has been our standard of charging for many, many, years. We’re always happy to give our price. It is never our intention to “hide” prices from our customers in order to get a job. Honestly, we have a large repeat customer base and many of them know our pricing. As stated previously, we want all our customer’s happy and feeling satisfied. In this case, we feel that our normal after hour’s rate was fair price since performed on a Saturday which is not our normal business hours. Also, the work was by a certified technician and he handled himself in a very professional manner. In reference to the non-returned phone calls; the office personal talked with her, but she requested to talk with the owner. The owner called back three times on different dates and left a message on the third try. We are sorry we never connect with her and she felt this was the best way to express herself. We are always happy to explain to any customer about our company policies, prices, procedures, etc. We have not maintained a large customer base and a good reputation over the last 35 years by being dishonest and taking advantage of people. On the contrary, we have files full of good reviews given about our company and our employees. We would not take the time to respond in such detail if we were trying to hide our motives and intentions from our customers. We will do our very best to use this customer’s review to improve upon our communication with our customers. The Owner for The Neighborhood Plumber, Inc"