Doug Hambel’s Plumbing, Inc.

"I am Charlene and I would very much like to respond to this review, to clarify some misconceptions here. This complaint is in regards to a service call we did a month ago, and we worked on the old pop up assembly and had to order a part to repair it, (due to its age) but we have no record of a request to work on a commode that day. There is also no record of us working on it while there either. This owner was calling to come and repair the commode last Thursday, the 12th, but also was complaining about a previous service tech that had been there a month prior to fix the lavatory drain. She was told it was Mike, who is one of our top service technicians, he always receives great reviews and we also call many of our customers to follow up on the call, to insure that our customers are pleased with their service. I can honestly say that there has never been a complain with Mike's personality, or work performance, and he is highly requested by many of our customers. However, when I was told by my service representative that this customer was upset, I did call myself, as soon as I was told, to discuss her concerns. I told her I apologized if she was unhappy with Mike's demeanor, I also told her that we had no record of every working on her upstairs commode, but in an attempt to satisfy her, I would gladly send another tech, Glenn, out to fix her commode at no charge that day. We were willing to do this to satisfy our customer, even though we had not failed to fix it prior, as we had never worked on it. She said she didn't know Glenn, but he has been to her home, on 3 or 4 separate occasions, to do other repairs. This customer has been with us since 2010, over 5 years, so we have satisfied her with repairs in the past. I assured her that Glenn was good and we would gladly come out and she agreed to us coming out that same day. However, she went on to say that she didn't want Mike there because she was in fear for her life, she also said that she was afraid he would come back and vandalize her home, to which I replied, that was an uncalled for and outlandish statement to make. Our techs are all background checked and well trained plumbers, and I want to reiterate what a wonderful employee he is, with great reviews for years with our company. She was getting more and more upset as I tried to calm her and she said that the entire State of Florida was like this and that all service people vandalize and harass customers throughout this state. It was at that moment that I realized that the conversation was not going to end well and there was no way for me to satisfy the customer when she was so paranoid of every tech that may come to her home for a simple repair. I apologized to her for any misunderstanding, and although feeling badly for her obvious paranoia about people in her home, I told her that in the future, she may be better served by another service company, because her statements were getting more and more disturbing. She did agree to the free service anyway, but she called back within 30 minutes, and cancelled the call and said, "you just wait and see what I'm going to do". I called Angie's List myself, quite taken aback by her outlandish comments and verbally noted our concerns. I am now replying in response to her post as we strive very hard to please our customers and have done so for 27 years! Our previous A ratings from customers on Angie's List, should show how hard we work to satisfy and we have an excellent record at the BBB as well. Thank you for the opportunity to express the other side of this conversation, we certainly do appreciate that courtesy."

"We normally use Insinkerator brand disposals, which we feel are a better product than Waste King. they are normally sold at home centers, etc. However, we certainly will install an owners product and we quoted $ 85.00 per hr., which is a very reasonable hourly rate in this area. This install was more than just a simple installation and most likely would have taken you more time to install as well, if you had done it yourself as you mentioned. The reason this work took longer than usual was because the tech needed to rework your kitchen waste line due to your Reverse Osmosis drain being in the way of your new disposal, it would not fit in the same area as what you had there previously. He also had to rewire it as well which all required additional labor and fittings. The tech also checked out your kitchen faucet that is leaking and he called in and said that you wanted to order the parts directly from Delta to try and get them under warranty. Our tech we sent is very experienced with over 25 yrs of experience and certainly knows how to install a garbage disposal. There were other factors here that came into play and we did quote you by the hour when you inquired. Our customer's satisfaction is MOST important to us, but we did not adjust the price of the work because we did the work properly and as quoted. I appreciate that Angie's List gives the business owner the opportunity to respond with facts and findings as well. Thank you Angie's List. We're sorry you're unhappy Mr. [removed member's name], we've done a lot of work for you since 2007 and you must have been pleased with our service with everything we've done for you in the past, but we have noted in our records that you are unhappy with the time involved on your last visit. Thank you."