Hedlund Plumbing

"I'm sorry to hear about your dissatisfaction with our service performed back in January 2021. We (along with most service based companies) do have a minimum fee for an initial inspection and 15-minutes of labor, which is actually $129 and not $135 like you mentioned. This is especially common for many minor calls that can be repaired quickly. Our technician spent 15-20 minutes trying to get the tub drain apart but it was corroded in place and as he mentioned at the time if we went further with the repair we ran the risk of more damage that could have made the tub drain inoperable. He left a quote for a complete tub drain assembly replacement which would be the next step for a permanent solution. As the technician would have also mentioned at the time of service, if you chose to have the drain replaced the $129 min. fee would have applied towards the quoted drain price. We would absolutely love to be able to take care of minor service issues for free but unfortunately due to the costs of traveling around town with fully stocked service vans that simply is not possible. We do appreciate the feedback and opportunity to explain our min. fees further."

"Thank you for the opportunity to check things out, and we'll be happy to help out in the future!"

"Thanks for the input for the repair made yesterday. I am getting more information on what happened with the coupon and we will reach out to you today. From what I'm seeing on the paperwork turned in, we should have been able to take that coupon without an issue. Something got crossed in the communication on our end, but we'll make things right."

"Thanks for the great review!"

"Thanks for the kind words! We appreciate the opportunity to help with those plumbing issues!"

"Thank you for the wonderful review, and the opportunity to help out with the water heater situation."

"Thank you for the kind words for the review. We appreciate the feedback!"

"Thank you for taking the time yesterday to discuss these issues you experienced. It is appreciated because without any feedback, good or bad, it's difficult to improve on the experience our customers have for our plumbing services. As a company we do try our best to give some general pricing ahead of time so customers have some sort of an idea on costs, but of course what we are hearing on the phone and what we might run into with the reality of the job could be two different things. This is the main reason that 90% of the service companies will not ever quote any pricing until they are on site, but I feel we have made some corrections with our customer service team on the phones that can prevent the pricing discrepancy you experienced. We covered the reasons for why the technician did what he did and the reasons for each step, but in a nutshell this was an absolute worse case scenario for drain cleaning, and one many companies would have walked away from before it got too bad...perhaps we should have also but out goal is to get drains open without 'walking away' and leaving a customer hanging. There is no doubt we could have handled things differently along the way, and the issues you experienced (similar to the initial phone call) will be covered as a service team to look at ways we can avoid issues and problems if we were to ever get into the same situation. Again, that you for the feedback and I have no doubts we will be able to offer out customers a much better service experience as a result."

"We have always been a company that tries to always be professional, have high quality technicians, and treat our customers as if they were family. This also means we are up front & honest about the job at hand to give our customers an idea of the price ahead of time, especially for the types of jobs we do on a regular basis (such as a water heater install like this one). We are also one of the few companies in town that does not have an issue quoting at least a minimum price to a customer over the phone ahead of time, in order to at least give them an idea of whether it's closer to $100 or $1000 for a particular job. If our minimum is completely out of their budget then they can keep calling around and it saves everyone sometime. We have no issue with that at all. Now we need to discuss what actually happened vs. the inaccurate description in this review. I can absolutely guarantee there was no 'bait & switch' going on with the pricing for this water heater replacement. We have not and will NEVER do that sort of thing to our customers, and there would be no possible way we would be in business for 79 years by that practice. We do have a standard minimum charge for a water heater, which was in fact quoted by our office staff to the customer up front before coming out. We install on average 7-10 of these same heaters every week so we have a pretty good idea what is needed for the install, unless of course there are code issues and other piping needs at the same time. We are also a company that stands behind our work and will be the first to stand up and take the blame if we make a mistake. In this case, I absolutely will not apologize for a customer that did not hear us correctly over the initial phone call or was confused about the work at hand. In fact during our discussion about the price over the phone after the install the customer even admitted he might have written down the wrong info or been confused. The procedure we follow for every phone call has served us well for a very long time but we have no control over a customer who insists we told him a completely unrealistic and incredibly low figure for the complete job. I feel that by stepping up an offering a substantial discount at the time of install went above and beyond what we should have done but was the best way to resolve the customers confusion on this particular job. All this being said, I always do appreciate the input and review from our customers,and we will be reviewing this situation as a team during our next service meeting to discuss ways to avoid any future customer confusion."

"Thank you for the wonderful review. We're so happy to have the opportunity to help out with that issue!"

"Thank you so much for the opportunity to help out recently! We appreciate the great review!"

"I want to first say thank you for the detailed and in my opinion very accurate review of the recent work we performed. We really appreciate this opportunity to help out with the sink and water heater. Also, thanks for your understanding about the initial confusion on the sink drain. We used this opportunity in a recent service meeting to go over more specifics in what to look for on the drains and also our attention to detail, no matter how straightforward the job may seem, so it was a great teaching tool as to why it's so important to cover every minor thing on the initial visit so there are no surprises later on for the installation. It turned out to be a great discussion on those important steps. Again...thank you for your understanding."

"Thanks for the great review and opportunity to help out with some of the recent plumbing issues! We appreciate it!"

"Thank you for the opportunity to help out with the water heater recently! We appreciate it, as well as the kind words about the installation and process!"