Steve Ray Plumbing Svc Inc

"[Member Name Removed] and to anyone reading reviews on this list, As the owner of this business i always go the distance to make sure that all my customers are treated with respect and fairness. I was actually on this job myself. I brought the larger eel machine out to the house after my techs told me it was not a small kitchen drain as the customer implied. We did pull the stool, we also checked the crawl to diagnose plumbing design to identify location and distance of problem as well as pipe type and configuration in regards to what size and strength of blade and cable to use. While we where unclogging the drain with the machine, we seen the condition of the stool. It had blue chlorine gel deodorizing product in the tank. This type of product in the tank is what causes the gaskets for tank to bowl, fill valves, flapper issues and flush valve gaskets to leak. We expressed concern over the chlorine product and advised customer of its behavior. He did not want anything done to stool at that time, Just the drain issue fixed. When we pulled stool, we literally picked it up and set it straight upright and just set it off to the side just outside the room. When we put it back we just set it right back. We flushed it several times and collected and left. As we got down the road , i received a call from [Member Name Removed] that he had a leak. Without hesitation, i sent a tech immediately back and had him check out the issue. the stool was leaking tank to bowl. This did not surprise me, however i wish we would have seen it prior to leaving so we could have fixed it for him then. That being said, it would have still been work that would have been chargeable. It would have made no difference who moved the stool, the same problem would have occur'd. It is old and the gaskets were corroded and weak. In the event that we seen it prior to leaving , we would have pulled the tank and rebuilt the gaskets and put it back at a charge. The customer in this case thinks since we left and came back , that it is our fault for the leak. In this case, it would have been any company that would have pulled it to unclog or any person including the homeowner. The only difference is that we did not catch it before we left. For that i apologize. I did not charge him to drive back, we simply told him the cost of the repair in parts and labor to replace what was necessary to cure his problem. He was not happy, because it was costing more money. I understand his frustration, but i cannot be expected to rebuild a old stool because of its poor condition because it was moved. The stool was not damaged or set in any other position but upright due to its condition. We are a professional company and care very deeply about our customers and the way they are treated. I believe we were fair in returning at no charge and provided a fair price to make all those repairs that should have been done after we advised of this problem. In business you cant please everyone all the time, even if that is the goal. [Member Name Removed] called me and expressed his unhappiness and i sympathized with his condition, but also explained that we had just talked about the issue of these gaskets and now that we were facing a problem within this result. I told him no charge to return , but to rebuild would be a charge. That's fair. If it would have happened while we were there , it would have been a charge and we would have fixed it then, which he understood. But , because we left, now its on us. The only difference is we had to drive back. Thanks for reading my response Sincerely, Steve Ray"

"[Removed Customer Name], Thank you for the opportunity to bid your job. I know from talking with you via the phone , that i lost the job and i was quite a bit higher. I figured the man hours and the materials and provided a price that reflected the installation according to our state code. It also called for inspection of such an installation of these sorts, to protect you as the homeowner. I was shocked to hear i had been beaten on price to that extent. From my stand point, I don,t think the other contractor and i were bidding apples for apples. I know it is hard for homeowners to understand the the differences between bids when they don't know how our business works. I hope your contractor permitted your job and had the work inspected by The city Plumbing Inspector. Sorry we could not do business. Sincerely, Steve Ray"