BOB LARSON PLUMBING

"Thanks for trusting us with your water heater."

"Thanks [Member Name Removed]! Glad to help. Will let Robert know about your kind words. Thanks so much!"

"We apologize for the miscommunication. We were there on August 2nd, and were under the impression that you were going to replace the switch for your disposer yourself. The ball was dropped in our office, we don't have any excuses."

"Thanks, [Member Name Removed] enjoys visiting your beautiful home, too."

"There seems to be some disagreement over the facts. We encountered a boiler that had apparently not been serviced for a long time. We gave the owner the options to service it, or replace it, with no guarantee that servicing would solve the problem, due to extremely high levels of corrosion on the heat exchanger. The owner was informed that the repair would be $945 plus tax, because we had to spend a lot of time cleaning the corrosion. We also had to make a return trip with new parts. There was no mention of charging more for "extra time," the price remained unchanged. And we're not sure where the perception came from that we took less time than expected; we ended up spending over 10 man hours devoted to this repair. We hear this from time to time, that we should charge less because the job took less time than expected. I often wonder how willing those same people would be to offer more if the job took longer than expected? The reason that we charge a flat rate price just like most other industries from mechanics to restaurants, rather than time and material, is because most consumers would rather know the cost in advance. Most of them are not interested in watching over a repair person's shoulders to make sure they're not wasting time. We agree."

"Thank you so much!"

"UPDATE: The customer had a separate issue with failure of the control module on the water heater. We offered to perform the repair for only our cost of the part. While we were there, the owner mentioned that they were thankful and would remove the negative review here. Obviously, that didn't happen. The customer displays a substantial amount of confusion over the facts of this case. We would like to address each point separately: 1. Correct, we don't do parts and labor pricing. Surveys show that most consumers would rather know the price in advance, than worry about how much time a technician is spending on their job. In this case, we informed them ahead of time that we would be charging a minimum of $189 for diagnosis of the Navien tankless heater. After diagnosis, we found that the bypass valve on the circulator was in the wrong position, that the flow sensor needed to be replaced, and that several O-rings were leaking, and recommended replacing them. We presented options from $685 to $1575, depending on how much work they preferred to have done. They selected the $856 level, less the 10% discount we offered them. There were no surprises, they agreed to the price in advance. 2. The cover was off when we arrived. We are utterly baffled by the comments above. As certified Navien technicians, we are allowed to operate the appliance without the cover in place, but did install it before we left. There was no mention of letting the heater dry out, but...(see next point) 3. During the process of disassembling the components of the heater, some water spilled on the floor. We wiped it up to the best of our ability, but did recommend keeping the closet door open to let the closet dry out. 4. One of the reasons we were called is because the unit displayed an error code related to the circulator. We found that the bypass valve had been set incorrectly. It may have been working for 7 years, but not efficiently. We rectified the error. 5. We made no reference to "commercial pipe" upgrades. What we did note is that the CONDENSATE drained to a floor drain in the closet. In case of a clogged sewer, they would be getting sewage all over the floor in that room. We gave them the option of upgrading the floor drain to a hub drain to avoid dealing with that issue, but they declined. Overall, we can't discern what we should have done differently. We're not sure if these negative comments are the product of simple confusion or malicious intent, but the childish message we received on our voicemail the next day, expressing his intent to ruin our reputation and force us out of business, is a clue. Some people are just impossible to please."

"This issue is a technicality. If we checked on the status of business registrations for every suburb and small town in which we do repairs, we wouldn't have time to do the repairs. This is coming from a person who has too much time on his hands, and has decided to use his time destructively rather than constructively."

"We apologize for the miscommunication. Our bid must have been too confusing, because our price for just installing the sink and dishwasher was $1498. We also provided options for repairs to the kitchen cabinet, lavatory, toilet and bathtub, which accounts for the extra cost. Apparently, we weren't clear that those were just suggestions and not requirements."

"The homeowner neglected to mention that he had connected our new piping to old existing piping and that was the source of most of the leaks. When we were notified that a leak had been found in the piping we installed, we promptly repaired the leak and retested to confirm that it was holding pressure. As for the pricing, our price was based on the amount of work that we did, which was complicated by changes in the scope. We lowered the price after a dispute, but it was only to avoid a huge argument, not because it's our common practice to start high then haggle."