Business ProfileforDietrich Plumbing & Pump Ltd.

We were very dissatisfied with this company. Lots of technicians came out, which we had to pay for, but they couldn't resolve the problem. Told us we would need to contact another company, but didn't follow-up, except for sending us bills. Gave us incorrect warranty information. Left us without water before a long weekend, until we made them come back. Avoided our calls when we needed detailed information. Argued with us when we challenged them. Threatened to charge us interest on an outstanding bill which we were disputing.******************************************

For those reading this review, please take it with a grain of salt. Our family owned company's mission since 1980 is to serve our valued customers in a timely manner with professional plumbing expertise, honesty and integrity & we feel that this was no exception. Thank you.
*****, we are sorry that you feel this way. We wish there was something more we could do to make this right in your eyes, especially since you seemed to be a previously satisfied customer of ours. I don't think you were on-site for any of our visits; it was your wife who was on-site, and who our Plumbers have spoken to over the phone and email. I tried calling you today to resolve your concerns so I am hopeful we will be able to discuss this yet. There seems to be a lot of false accusations here that we would like to try again to clarify.
- The bottom line is that we did assist in resolving your water problem by narrowing it down to confirm that a well drilling company was required to see if they could salvage your well.
- After we completed troubleshooting and ruled out your well pump, we determined that it was a well issue so we had to refer you to a well drilling company to troubleshoot from there as we cannot do the work they do. We gave your wife a couple of different options of well drilling companies she could call.
- Our Plumbing Supervisor was in contact with the well drilling company afterwards who said they, and you, were lucky that they were able to blow out the sediment to get water flowing back into your well as that is not often the case.
- After troubleshooting on the first visit, we had temporarily hooked you up to your neighbour's well for water while you were waiting on the well company to come. As you are aware, your neighbour was not happy with sharing their well and your wife called us to come back a day later to disconnect you from their well, which we did. Your other neighbour also did not agree to hook you up to their water.
- Unfortunately, that left you to use your well which was almost dry. This is something that was outside of our control.
- Our Plumber did offer a solution to your wife to haul in a temporary water tank, but she passed on that due to cost restrictions. We respected her decision.
- We did not to our knowledge avoid calls from your wife, or argue, and we have yet to speak with you. Our Plumber was back and forth on the phone with your wife following our visits, trying to be helpful while you waited on the well drilling company.
- Our Plumbing Supervisor tried calling her numerous times in more recent weeks, and we have an email record of your wife admitting that SHE had been too busy to get back to him.
- Our Plumbing Supervisor then took the time via email to explain in great detail what we did and why to clarify her concerns.
- In regards to interest, we have email record of offering to WAIVE the accumulating interest if the invoice was paid by a certain date, which was over 3 months after we had provided our services. As you will recall, we DID waive that interest for you.
- We were happy to hear from the well driller that your well was salvaged and is in good working condition again.

This is further justification of what I've already expressed - this business is more concerned with arguing with so called "valued customers". Does it really matter if I was on-site or not? My wife is a competent woman. Also, I would like to submit that our accusations are not false, but some of the follow-up from the business is false. We never expected the business to do work they were unable to do, but to direct us to a well drilling business that could help us, in a timely fashion. Surely, the business must understand how stressful it is for valued customers, with limited plumbing/well knowledge, to face a lack of household water every minute of the day, and take on the responsibility of ensuring next steps. I suppose we should THANK YOU for WAIVING interest on an invoice for work that didn't help the situation very much. I can only repeat that this review came about because, thankfully, there is another business that helped us, and that, in comparison, highlighted the areas where this business performed less than satisfactorily. Finally, I want to make clear that we paid the invoice, and the business has not offered us anything to make things right - and has only reinforced the bad feelings via subsequent phone contact and commentary.

*****, a friendly reminder from our phone call that there is a trade shortage of well drillers. So, while we did direct you to a couple of well drilling companies as options, we cannot guarantee that they show up for our customers in a timely fashion although we wish we could. These are completely separate companies from ours, and so even though we have great relationships with local well drillers we do not have any influence over getting our customers bumped up faster in their waiting list. This is something that again was out of our control that you are very publicly blaming us for. I had asked you over the phone what would make things right in your eyes and you said "nothing will" so that seems to put us in an impossible situation here, therefore we have no further comment. We are a small business that empathizes with the stress plumbing problems place on our customers. We work hard to have a reputation of professionalism and integrity so I'd like to request that you please take this offline and call us if you still have further concerns so we can resolve this directly with each other. Thank you in advance for respecting this request. Again, we are genuinely happy for you that the well driller was able to salvage your existing well for you. All the best.