R & R Plumbing Hawaii

"I’d like to address (Member name removed) complaints one at a time. ________________________________________ I supplied all supplies except the copper. (He supplied most of the parts; there were 15 parts he did not have to install his irrigation and four feet of copper pipe. His bill reflects that. We allowed (Member name removed) to purchase his parts at the plumbing supply using our discount. He complained about their prices to the manager in such a way that he is no longer welcome there. The shower parts he did not buy because we showed him how to get the parts for free through the Kohler warranty program.) PRICE: F The price was outrageous, though I was promised a "discount".( (Member name removed) sits on the association board at which we do work regularly and felt entitled to a discount.) I was double-charged labor when apprentice was on site, (Double charged would have been $180. per hour, he was charged $135. and only when there were two plumbers on site and given a $90. discount on top of that.) and the work took much longer than expected.(Unfortunately, when you want work done it always seems to take a long time.) I was also charged labor on a call-back.(We do not charge on call backs, unless someone adds work a.k.a. “since you’re already here…”) ________________________________________ QUALITY: D They didn't tighten a toilet line all the way, and several days later I noticed a pool of water leaked all over the bathroom floor. Also, one of the shower cartridges was installed incorrectly (you cannot install a cartridge incorrectly, they only fit one way.) so that the water came out scalding hot almost immediately. (For this I must apologize, The temp setting is pre-set at the factory and we normally double check our work. Unfortunately, being human, we are not infallible.) ________________________________________ RESPONSIVENESS: D After part of the work was complete, one of the workers promised to call me to set up a time to replace the outdoor irrigation siphons. ((Member name removed) states in one of his e-mails that, “I’m still working nights and usually sleeping in the day. …this is my third time trying to reach you by e-mail. I’d call, but it’s difficult while working the overnight schedule.”) He never did until I contacted the company. Several emails went unanswered. (We investigated this and found that he had the wrong E-mail address. The resident manager corrected the problem by forwarding his e-mail to us and he got a response from us the same day.) ________________________________________ PUNCTUALITY: F They cancelled their appointments three times due to other emergency jobs.(We are a 24/7 emergency plumber and someone’s house flooding does take precedence over a renovation.) One time they called to inform they would be late 1-1/2 hours after they were already supposed to arrive.(Again I must apologize, it is our procedure to call the next appointment if we are running late or tending to an emergency.) ________________________________________ PROFESSIONALISM: D Greasy hand prints soiled the bathroom tile. Even after I mentioned it, I was told it would be easy for us to clean. Copper clippings, etc weren't cleaned up from job site. However, the plumbers were all courteous. (We pride ourselves on our courtesy and cleanliness, if Mr. Laurent experienced anything other than this I apologize, this is not the norm.) ________________________________________ RECOMMENDATION: I won't use this company again in the future and won't recommend them either."