Dependable Service Plumbing

"Dear [member name removed], We regret that you are not satisfied with your service and acknowledge that there are things that we could have done better. Your experience is not typical, we normally collect very positive feedback regarding our work. Below, I am including a fair resolution to your situation because we want to do what is right and resolve your discontent. You are correct that our fee is $59 to dispatch and diagnose your issue. This provides an experienced and fully trained technician with a fully stocked truck who is prepared to make the repair on site without having to leave and return for supplies. In your case, the technician was able to diagnose and fix your issue on the spot. The price that we delivered was an Upfront Price and we never do work without approval prior to work being performed, in your case, your wife approved the work and accepted the pricing before work was performed. We presented several options and this is the option that was selected. We are not a company that bills based on “time and material costs”, therefore, we can not break down the various costs associated with the call. Your total cost of $457 covers 1) Parts (ball valve, copper water line, premium grade braided stainless steel supply line) 2) Labor (no matter how long it takes and no matter how many trips are required), 3) a parts and labor warranty of 90 days. The technician’s notes taken from the invoice that you received state as follows and you can see that his detailed description demonstrates the lengthy scope of work performed at your home: “Valve for the refrigerator needs to be replaced and the Sheetrock around the valve box is a little damp. Called homeowner to explain findings and to give pricing for repairs needed. She was ok with it and called me back to tell me go ahead and fix it. Cut hole under the box and inspected the line inside the wall. Line is ok. Damages are limited to the old shut-off valve. Turned water off to the house at the meter. Drained pressure from the lines. Cut line and removed old valve. Soldered pipe to new valve and put all material together. Solder final joint and allowed it to cool. Turned water back on at the meter. Checked work for leaks. No leak. Bled air from the line and inspected the pipes once more before taping the cut out piece of Sheetrock into place. Installed new braided line to valve and refrigerator. Opened valve and checked for leaks. No leak. Pushed refrigerator back into place.” Despite our best efforts we fell short and you are dissatisfied. In order to make this right we are extending your warranty for all parts and labor for 1 year from the date work was performed and we are also refunding half of your total cost to sincerely make an effort to resolve your issues. Please accept our refund of $230 being mailed out 10/20/16 as our desire to make this right. We regret that you did not have the experience that you had hoped and we invite you to try us again for a better experience. Sincerely, DS Plumbing"

"Thanks so much for your kind words. We appreciate you choosing us! Call anytime and we will come help."

"[Member name removed], Thanks so much for your feedback. We are glad that you enjoyed the service and we will gladly help you again in the future!"