Complaints

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** was rude after causing damage to my plumbing, he went on vacation and refused to fix the problems he created. The company was called out my home on 5/11/22 to deal with a regulator that was leaking, rather than replace the regulator he replaced a gasket inside of the regulator only and shut down the flow of water to my landscape irrigation system, he did not explain to us that the issue was that a regulator was broken and needed to be replaced completely. JustinTime was called back to my house on 5/18/22 to deal with the same issue, fix or replace the broken regulator, and this time they said ****** is on vacation and cannot help you or discuss the issue, instead they sent two less experienced plumbers to my house named ******* and ***** who had no idea and were not told about the prior work that was started by ******. ******* and ***** opened up the regulator and allowed unregulated pressure to blow through my high pressure valves causing damage to my landscaping system and destroying at least 1 $500 high pressure valve and causing my sprinklers to run out of control with no way of shutting them off, my wife called the office of JustinTime to let them know that now our sprinklers are running and will not shut off on part of the property at about 7PM and they responded back that they would be happy to upcharge us for an "EMERGENCY AFTER HOURS RATE/ SURCHARGE" to fix the issue that they had created for us that same day. The next day, I was able to finally get ahold of the Owner of JustinTime plumbing, on the phone, I guess he finally returned from his vacation, I truly wanted to give him a chance to rectify the situation and fix the plumbing problems that have still not been fixed and only been made worse. He spoke rudely to me, blamed my wife saying "she's a grown woman" , took no accountability and told me the issues that he caused existed prior to him performing the work and when i disagreed he suggested I try to *** him or find another plumbing company.

  

  Business response

  08/21/2024

  We appreciate ******************* taking the time to provide feedback regarding the service received on their plumbing system. We regret that the customer had an unsatisfactory experience and would like to clarify a few points regarding the situation.

  During our initial visit on 5/11/22, our technician, ******, assessed the leaking regulator and recommended a full replacement, recognizing that the system was old and prone to further issues. However, after discussing the options with the customer, they chose to proceed with a temporary repair by replacing the gasket, rather than replacing the entire regulator.

  Unfortunately, the issues that subsequently arose with the irrigation system were related to the age and condition of the existing plumbing infrastructure, which had not been fully addressed by the gasket replacement. While we understand the customers frustration, it is important to note that the damage to the high-pressure valves and other components was a result of the systems overall deterioration, which would likely have been prevented had the regulator been replaced as originally recommended.

  We acknowledge that there was a breakdown in communication during the follow-up visit on 5/18/22, and we apologize for any inconvenience this caused the customer. The technicians who were sent to the property were not fully informed about the prior work, leading to confusion and additional complications. This oversight is something we are addressing internally to ensure it does not happen again.

  We also regret that the customers conversation with ****** upon his return from vacation did not resolve the matter as hoped. We strive to maintain a high standard of professionalism and accountability, and we apologize if the customer felt disrespected during their interaction.

  To resolve this issue, we have offered to send a senior technician to the customers property to reassess the situation and provide a comprehensive solution. We are committed to addressing the customers concerns and ensuring that their ******************** system is functioning properly.

  We sincerely apologize for any inconvenience this situation has caused [Customers Name] and hope to resolve this matter promptly. Please let us know how we can further assist in bringing this to a satisfactory conclusion.

  Thank you for your attention to this matter.

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