BOB LARSON PLUMBING

"We were called to look at some leaks that needed to be repaired. Our plumbers headed to the cabin up in the mountains at 11:30 and arrived shortly before 1:00 PM. They diagnosed the problem and offered the solution, discussing the price before performing the work in order to get approval. They performed the work as approved, left at 2:10 PM and got back to our shop at 3:30. Over all we had 4 hours invested in this repair. We sympathize with the customer who most likely has no idea of the manifold costs involved in running a successful service company for the long term, but we truly do not understand what we could or should have done differently."

"We're confused by the comments here, because we just talked with the customer yesterday and mailed a check this morning to cover replacement of the cabinet."

"It’s interesting how people can share the same experience and come up with entirely opposite perceptions of what actually happened. On the first visit, we spent almost 3 hours cleaning and diagnosing the system, due to a substandard installation in a small closet with difficult access. We gave options for repair or replacement and the customer chose repair. When we returned with the parts, we spent another 3 hours, only to find a problem with the pressure switch and relay. We returned the next day and spent 2 more hours, after which everything was working normally. We didn’t charge anything for the 3rd trip. Six weeks later, we got a call that the heater was firing intermittently. We subsequently made 4 more trips with 4 different people and along with the manufacturers tech support, were unable to figure out the cause of the problem. At this point, we had no other recourse than to recommend replacement of the system. We didn’t charge anything for the extra 15 hours and hundreds of dollars in parts that we spent, and we told the customer that we would match the lowball bid from another company. He wasn’t satisfied with this and demanded that we credit him for the original repair. We declined to do that and have since been threatened with a lawsuit from his lawyer, and been subjected to a flood of negative reviews, under several different names, on all the review sites, making false claims (lies?) about the amount of time we spent on his job. We can only conclude from this behavior that this person is malevolent. We’re not sure what we should have done differently."

"We explained to this customer repeatedly that we recommended she get the floor repaired. before we installed the toilet, as the floor was 1 1/2" out of level. She insisted that we install it anyway, then later complained about the shimming. We made 2 return trips, and the customer was either unable or unwilling to understand that the problem is with the floor, not our installation. We don't know what else we could have done."