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Customer ReviewsforHEB Plumbing & Sprinkler - Kathlyn Smith
3 Customer Reviews
- Date
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- Lowest Rating
Review from Rafael V
1 star03/28/2024
I think I shouldve read the reviews before hiring this company. Theyre way too expensive to begin with. The two guys that came were very unfriendly. They did terrible job on my shower faucet. It makes a loud noise every time I turn the handle. Plus now it leaks. It wasnt leaking before. I asked the guys about the noise and they advised me that it would fix itself with time. I would not let them in house again.HEB Plumbing & Sprinkler - Kathlyn Smith Response
07/10/2024
For over 40 years, residents of ******* and surrounding communities have trusted HEB Plumbing & Sprinkler-Kathlyn Smith to handle any plumbing problems that arise and have an outstanding reputation across the internet with reviews. The BBB holds us in high regard by awarding us an A+ rating which we have maintained since they first recognized us in 1992.
I take our customer ********************** and quality of work performed by our knowledgeable and friendly plumbers very seriously and personally address any customer concerns. I listened and researched your complaint and reviewed the price. We "replaced a cartridge in your single handle faucet and tested our work and had no leaks", which was written on your invoice. You approved the work and made payment without any comment to the plumbers or to my office at the time the work was completed and you were charged correctly and fairly for the work.
When you called my office a few days later, I advised you "Our work is Guaranteed". We know that plumbing does not 'fix itself' as you state in your complaint and I offered to send the plumber back (at no charge of course) to check our work and correct anything that was not up to our and your expectation and standards.
Surprisingly, you refused to allow us back into your home (an odd attitude for someone who actually felt they had an issue and wanted it to be correct which I would think was the reason for your call). Instead you chose to write a 1 Star Review. Without giving us the opportunity to even address the work that was done, it was impossible to remedy your concern.
I am disappointed you were not satisfied with the work you which arose after our work was done but mostly regret your decision to not allow us to resolve the issue for you. This seems unfair to my company and I respectfully request you remove this review.
Whether it is any type of plumbing repairs, sewer and drain cleaning, or sprinkler system work, people know they can trust HEB Plumbing & Sprinkler to not only get the job done, but get it done right as we have been doing for decades in service to our community. Thank you, Kathlyn Smith Responsible Master Plumber and Owner.
HEB Plumbing & Sprinkler - Kathlyn Smith Response
07/10/2024
For over 40 years, residents of ******* and surrounding communities have trusted HEB Plumbing & Sprinkler-Kathlyn Smith to handle any plumbing problems that arise and have an outstanding reputation across the internet with reviews. The BBB holds us in high regard by awarding us an A+ rating which we have maintained since they first recognized us in 1992.
I take our customer ********************** and quality of work performed by our knowledgeable and friendly plumbers very seriously and personally address any customer concerns. I listened and researched your complaint and reviewed the price. We "replaced a cartridge in your single handle faucet and tested our work and had no leaks", which was written on your invoice. You approved the work and made payment without any comment to the plumbers or to my office at the time the work was completed and you were charged correctly and fairly for the work.
When you called my office a few days later, I advised you "Our work is Guaranteed". We know that plumbing does not 'fix itself' as you state in your complaint and I offered to send the plumber back (at no charge of course) to check our work and correct anything that was not up to our and your expectation and standards.
Surprisingly, you refused to allow us back into your home (an odd attitude for someone who actually felt they had an issue and wanted it to be correct which I would think was the reason for your call). Instead you chose to write a 1 Star Review. Without giving us the opportunity to even address the work that was done, it was impossible to remedy your concern.
I am disappointed you were not satisfied with the work you which arose after our work was done but mostly regret your decision to not allow us to resolve the issue for you. This seems unfair to my company and I respectfully request you remove this review.
Whether it is any type of plumbing repairs, sewer and drain cleaning, or sprinkler system work, people know they can trust HEB Plumbing & Sprinkler to not only get the job done, but get it done right as we have been doing for decades in service to our community. Thank you, Kathlyn Smith Responsible Master Plumber and Owner.Review from Linda A
1 star02/05/2024
Warning! Deceptive practices and horrible experience! Should be below one star. Still haven't gotten a written estimate and the visit was 11/4/23. They didn't tell me that they charge $167.00 per hour or $2.78 a minute for an estimate and the service tech said that other clients they had that day were also upset that this wasn't mentioned in the initial call with Kathlyn. Now I know why they took longer than the other two companies who did give me free estimates. No master plumber was included with this but the two techs sent out for no visible leak charged $16.00 for biohazard gloves. There is also a travel fee for a 10 minute drive of *****. And the invoice is written so that they charge more for the non payment than their outrageous fees. If you look at the invoice charges per minute on any of their services, you would never hire this company. And when I complained that they didn't tell me about the estimate charges and the tech also didn't mention a charge, they called the owner who took off another $20 off the bill after a ***** new customer charge. Still wanted $228 for to come for an estimate that 2 companies did for free and to have no estimate 3 months later....What a rip off! And the tech said I would need plumbing work that would cost thousands of dollars and take weeks and involve knocking down walls. Another plumber who does good work and didn't try to use their master plumber license as an excuse to ***** customers fixed the problem at a rate that was very reasonable.HEB Plumbing & Sprinkler - Kathlyn Smith Response
02/28/2024
I was very surprised to see multiple internet reviews you posted 95 days after we spoke on Nov 4th 2023 and we have greatly different views of what transpired. I respectfully request you remove this and other postings you have made publicly giving us both the opportunity to resolve this and invite you to call me.However, I must address in the meantime your more extreme accusations while still attempting to respect your privacy regarding your appointment.
I was not deceptive in our business dealing nor have ever been deceptive with or 'gouged' you or any customer as you claimed in the 30 years I have been in plumbing or in our company's history of over 40 years maintaining an A+ with the BBB since first recognized in 1992 with an overall rating of 5 stars throughout the internet of service to our community. Additionally, holding a Master Plumber License has nothing to do with pricing because ***** Law requires any company must hold a Responsible Master Plumber License and any ********************** or ******************** company would be operating illegally without one.
I reviewed the call you scheduled with my company regarding a leak in the vanity area of your home as well as the invoice when we spoke on the 4th, and again after seeing your review along with my notes so that I could address your concerns. I concluded then and still maintain you were charged more than fairly for the appointment you scheduled. You did not at that time or at any time ever ask me to follow up with an estimate which I would have gladly provided.
As a homeowner myself, any time I hire a professional company to come to my home, I ask about pricing and make clear the service I would like them to provide. I feel in all fairness, you had a responsibility to be truthful when scheduling, especially if you assumed you were hiring work to be done for a free estimate instead of requesting that after the work was done.
We provide professional quality service, and I am responsive to my customers needs and concerns. Although far and few between, I look for a good resolution to any concerns that *** arise, which I believe is one of the many reasons we have and have maintained an excellent reputation providing service to our community for decades.
Again, I sincerely hope you choose to voluntarily remove all posted reviews claiming deceptive trade practice and gouging as this is untrue and you are welcome to call me to resolve any issue you *** have.Review from Darlene S
5 stars08/11/2023
HEB Plumbing and Sprinkler is an excellent company to take care of all of your plumbing needs. They are professional and provide the highest level of workmanship. I requested some additional work and that was not a problem and completed all work to my satisfaction. Kathlyn is so easy to work with and has an outstanding team. It is rare to find a company and employees who love what they do and do it so well. Customer **********************, quality work and price will keep me as a loyal customer.
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