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Terrible customer service and NO appointment :(
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I called A to Z Plumbing on Feb. 19 at a little after 8 a.m. I was told by the man (who later it seems was named "Bob" ) that he would take down my info about a faucet with low pressure to see if someone could come out later that day and get back to me.
I noted that sending someone out after 3 p.m. would be ideal. He said that should not be a problem. Many hours passed, and no call back. I called back in the 4 p.m. hour after no call and no one showing up. I got a woman on the phone, unfortunately, I don't
remember her name. The woman told me that it sounded like I spoke with "Bob" and Bob didn't note the issue or name and phone number. The woman, while polite, was not helpful and didn't make me feel that it was a big issue that "Bob" never forwarded the info
to the appropriate person and/or followed up himself. Rather than helping me, the woman on the phone insisted that since Bob said he would call back and didn't it was OK since he didn t promise an appointment today. Working in a customer service centered field,
I was absolutely gobsmacked by the lack of empathy or professionalism by both of these individuals, especially when a homeowner is in a venerable state with plumbing affairs. It is never acceptable to not get back to someone with a plumbing emergency. I do
not know who "Bob" is, but to have someone during normal business hours who does not know how or care to forward information and follow up with someone with a critical plumbing issue is completely unacceptable. The woman on the phone could not come up with
a good explanation and really did not offer a solution. Rather, she said they could come tomorrow; a day which didn't work, especially since I took vacation time to come home early and wait for the plumber. This plumber was recommended by USAA, our home insurance
provider. I will be following up with USAA to let them know that this is not a reliable vendor. I realize that this vendor has received high marks on Yelp! and Yahoo! However, I would be wary if you call and talk to someone named Bob.
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