ComplaintsforBob Larson Plumbing LLC

• Initial Complaint

  11/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was referred to Bob Larson Plumbing by a local business for installation of a sump pump. I called Bob Larson Plumbing to ask if they do installations and to make an appointment. The lady that screened my call seemed very knowledgeable and made my appointment. The day of my appointment, the tech came to my home, never introduced himself and seemed agitated and defensive from the get go. He asked me to explain the situation to him. I proceeded to explain that I had called Bob Larson Plumbing to have a sump pump installed, that I had had a conversation with his office and that I had informed them that I had purchased a sump pump and was looking to have it installed. At that point he proceeded to verbally discredit his own coworker, saying that the lady that answered and screened my call was "just a secretary and she's no plumber" then went on to say that the people who work at the hardware store that originally recommended Bob Larson don't know what equipment is needed, don't know anything about plumbing. Most of the time spent at my home during his visit to my home was spent on complaining and verbally discrediting others. I asked if anything could be done since he was here at my home. He then stated that he would not guarantee any work that he would do, that if the equipment worked or not, he was not responsible and wouldn't know if the equipment that I had purchased (sump pump) was even adequate to install. During his last few minutes at my house, he went into the crawl space told me there was standing water, which we both knew as we could see it. Then he asked for a phone charger so that he could test an electrical outlet located in the crawl space. I didn't have one immediately available but asked if he had a electrical testing tool. He became upset and replied that yes he did but that he would have to go to his truck and get it. He came out of the crawlspace and said there was no more happening today, that someone else would come out to take care of it. He left

  

  Business response

  12/14/2021

  We’re certainly sorry to hear that your experience was less than satisfactory. Our goal is to positively affect the lives of those with whom we come into contact.  All we can do is apologize for the behavior of our plumber. That individual is known as our most meticulous technician and gets easily discouraged when conditions don’t meet his expectations.  It’s likely that he was just frustrated at the prospect of possibly installing the wrong pump or getting in there to find that the power wasn’t working. In any case, just by the fact that you were unhappy with his behavior tells us that we definitely have room for improvement.
  
  I did listen to the call in which you talked with our dispatcher, and it seemed to be a productive conversation. We offered to send someone else out, and would call you to reschedule once we checked the schedule, which you seemed to appreciate. We did call back, but couldn’t get hold of you, and never heard back until we saw this complaint. Regarding the invoice, we had already adjusted it to $0 by the time we received your complaint.
  
  

  Customer response

  12/16/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable to both parties.
  
  Thank you,
  
  ***** ********

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