Business ProfileforStrait Plumbing

I called Strait plumbing on Friday, their next appointment was the following Wednesday. A long time to wait for a plumbing leak! I received a call Wednesday morning stating they would arrive late morning or early afternoon. At 2:15 Wednesday I tried twice to reach the office but went to voicemail. At 2:30 I received a call from the plumber stating he would arrive at 3PM, I told him I was disappointed since it was later than promised. Shortly after the office called me and said the plumber called me and he was on the way and that she was just too busy to answer my 2 prior calls. I reiterated that I was not happy with this situation and suggested that if the plumber was running late they should call the customer. I was met with numerous excuses; whatever time I give isn't right and people complain, the plumber cant be looking at his watch all the time, I can't help if he is running late, ect. I told her as one business person to another she should not make excuses and apologize, but I was met with I can just cancel your call! I said NO! I have waited 6 days and it is already out of their timeframe and want the work done. I again stated that I am the customer and do expect service in the timeframe they gave or at least the courtesy of a call. I asked to speak to the owner and she stated she was a part owner. Again she said I will just cancel your call and she HUNG THE PHONE UP ON ME! VERY UNPROFESSIONAL. And she did cancel since, even though I waited longer, no one arrived! I rearranged my appointments to be there and spent all that time waiting, for them to cancel the call against my wishes. They should not be in business! Apparently they just don't care about their customers!

Hello, I am very sorry to hear about your experience! The women you spoke with is correct, we unfortunately can not give an exact time when the plumber will be there, that is why we give estimated/around about times. We are at this time very busy and short staffed there is nothing we can do about the time frame for appointment scheduling at this time, I always try to advice customer if they have an issue with the time frame that we can referrer another plumbing company. There was definitely no pressure from Strait Plumbing to schedule or keep the appointment, I am sorry if you felt that way! Since there is one person in the office, there are times when we get a large call volume that does not allow us to answer every phone call or are we able to get back to a customer that has left a voice mail in a reasonable time frame, for that I apologize for! We always try to find out what is going on then call the customer for an update on the time frame if we notice a call that is before said person is taking to long, I unfortunately do not know what happened that day and I will be speaking to my boss about this matter and bringing it to his attention. As a business we always apologize for our mistake, and unfortunately I can not apologize for apologizing sorry for that. I understand from the tone of your voicemail that you were really irritated and I can appreciate the reason why! If there is any way we can resolve this matter and make you a happy customer again, please feel free to reach out to us Elyse De Maio (352) 622-6736 Strait Plumbing Assistant Office Manager

I am sorry we are busy and couldn't get to you sooner. As a customer you have the right to call another company. You wish to wait for Strait Plumbing. We told her on the phone that the Tech would call her when he was on his way out there and our late morning early afternoon consist of 11am and 3pm. I also apologize for being on the phone when she call. That is why we have voicemail. I was on important call. I call her back as soon as I got off the phone. I did not say I was too busy. She wanted to give suggestion on how to ran a business. She ask if the tech could call the office if he was running late and I just reply that she wouldn't like it if she was getting charge for the plumber to keep looking at his watch and taking away time from her call. There was no excuse and no was no reasoning with her. She said she was waiting at the house for 2 hours and I remind her that I told her the plumber would call when they were on there way so the customer don't wait. I cancel the call because she was irate with the plumber when she call her to tell her he was on his way. She was yelling at me on the phone and being disrespectful and I told her we would cancel the call and we as a business have that right to irate customers and nobody would listen to that on the phone. What would she do in person when my plumber got there. She was yelling so bad that she didn't even hear me say I was cancel and bye. She also text the plumber and said that I cancel and I was the secretary so she was not listening because I was one of the owner. We care about our customer very much but when you get an irate customers you don't know what your going to deal with when you get there. She said she is an realtor and she works with ********** and she talks to people like that. I wonder how her company would like to know how she talks to people

Wow I am so sorry I did call them in the first place. I did have another plumber come the following day an the experience was wonderful . The job was done without any of these issues. Amazing to hear this point of view, she should not talk about being disrespectful because that is the attitude I received. She even told me that others complain when given a timeframe when they are running late and didn't know what to do. Apparently she is not open to suggestion She should not have complained to be about others. She should not have spoken over me nor hung up on me, nor cancelled my call 10 min before his new late arrival time without my OK. Instead of resolving the issue, she hangs up the phone and cancels the call. Be wary!