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Discussion Starter · #1 ·
OK, So you are asking yourself why I am posting a new thread at 3:48 am. Well here is my answer for inquiring minds that want to know. :cursing:

To start things off, my father (contractor and owner of our plumbing company) is very anti-internet. I have argued this matter with him several times and he is starting to come around. I have updated his info on several websites and found some to read some 'way off the wall' information (ie: wrong address, wrong phone number, etc) so I have contacted the companies that display these pages and/or did it myself. My father has had the company since 1985 and prior to that it was my grandfather's. Our company was established in 1947 and is coming up on it's fourth generation. So... tonight I sit here pondering on what I could do to up business. And I got to looking and found this posted as a review.

stay away from these people!
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By Scott F. | Insider Expert | Rank: 8,782 Punneo Plumbing
I was given a recommendation from a business that I trust to use these guys. Big mistake! First of all, they were the most expensive plumblers I had ever used. Secondly, due to an oversight on their part, our toilets over-ran one night, flooding our entire downstairs area. We had to replace all of the carpet. Even though they were totally at fault, our insurance found them not liable and we had to pay for it all out of pocket.

Posted 12/20/05


Now please understand it is the only review I can find out of how many 1,000's of customers but please read further for an explanation of my anger.

This job in particular was a gas yardline replacement. As we all know, a licensed plumber must get a satisfactory inspection on all new gas lines after passing a pressure test and proper evaluation by a licensed state inspector. The licensed plumber (contractor) replaced the gas yard line in a back yard approximately 150' long. The gas riser by the house came up, commonly, close to the sewer line. The cap was off of the sewer and showed some evidence of backing up prior to the date of work. By prior, I mean the grass was the same color (not real thick and fertile). The paper had dried. The water was running plainly in the bottom of the sewer line (as though it should). The customer had mentioned that they had problems the previous summer but had not had problems since so there was no use in addressing that. The pulled gas meter (due to a yard leak) was his concern.

The licensed plumber called for an inspection. Our inspectors are very timely here and said he could be there within 30 minutes. Bill cleaned up the paper that was laying in the grass and disposed of it, not thinking twice that he was cleaning up his jobsite. Upon inspection, the inspector noticed that there was not a cap on this sewer line and asked if one could be found. The plumber went to the truck and donated a cleanout plug for installation and didn't even bother charging the customer for the $2 item. A few months roll by and we get a notice that we have been filed on! The insurance company had a claim that we did $25,000 worth of damage to this $375,000 home.

I found the statute that read there must be a cleanout plug on all cleanouts. Without the plug, it is therefor a vent and must come up so far above the eave of the house, and so far away from window, and... well, it wasn't a VENT! It was a CLEANOUT! (PS nor was it an overflow). I also found the DEQ and EPA standards that read that the yard should not be used for a septic pit. What had happened over the weekend to the best I could tell on the filed claim is that the toilet in the downstairs bath had malfuntioned (flapper went bad, yard line could have stopped, whatever) and flooded the house through both the shower drain and the stool being that this was the lowest level of the home. According to (I am not sure if it is DEQ or EPA or IPC) but it reads that maintenance is the homeowners responsibility. Long story short, with a letter of explanation and copies of all IPC, DEQ and EPA regulations we were found not liable for something that we were not called to repair "the toilet" or "the sewer line".

So, here is my thing... the ONLY review... IS A BAD ONE!! Internet is not big in the heart of rural Oklahoma and who does get on the internet sees this!! What in the world do I do? I have written all sites (3 of them) and explained- so maybe they will repost my response or delete his?

OK, Thank You, I just needed to vent a little... going to bed now at 4:19 AM!!
 

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Illinois Licensed Plumber
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Some of the sites out there that lets customers post reviews, usually let you post a response. I do wish you luck with this. If not, what I have done was made an account with that site using my companies name, then posted a new review in response to the old one.
 

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the way the games played is that every employee should send a nice little compliment. for instance i have several email accounts, due to junk emails. each account has its own name. each would send in a glowing recommendation. do not identify that you are employees. if you don't wish to do this. google "free email accounts". several hundred will show up. just make em up as you go. in a rebuttal i would say "i was there to fix gas line, didn't work on drains". make your rebuttal short and sweet. only give the facts that you have to give. do not give a lot of detail.if they want to read they should go library. have fun. breid
 

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Discussion Starter · #5 ·
:) I am the winner!!

Here is a copy of the e-mail I received today after replying to the review left on out company!!

Hello,

Following up on your recent report of abuse, we wanted to let you know that we have investigated this review. The review did not meet the terms and conditions of Insider Pages and has been removed.
Additionally, if this review is displaying on other sites, it will be removed when they update their listings.

Best Regards,
Insider Pages

YIPPY SKIPPY!!! THEY ARE GOING TO REMOVE THE ONLY AND BAD REVIEW!! :) THANK YOU PLUMBER FRIENDS FOR ALL THE HELP!!
 

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Banned
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6,437 Posts
Document everything and keep your radar up.....I can usually sense a problem before it starts. After a while you get a 6th sense about people......most crooks use the same methods time after time.....even the words they use and hesitations can be a tip off somtimes. I document EVERTHING when I get that funny feeling about a customer or just refuse the job altogether.
 

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Drain Cleaning Specialist
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2,076 Posts
Document everything and keep your radar up.....I can usually sense a problem before it starts. After a while you get a 6th sense about people......most crooks use the same methods time after time.....even the words they use and hesitations can be a tip off somtimes. I document EVERTHING when I get that funny feeling about a customer or just refuse the job altogether.
:thumbsup: Cover your butts. Lots of shady people out there. 5 extra minutes on paper work can save you thousands. Master is 100% rite.
Had customers try to blame me for stuff I did not do. Holes in walls, broken stairs, leaky fixtures etc. Snaked the sewer in basement 2 weeks later the tub over flowed on the 2nd floor and caused damage to floor and ceiling.
 

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Another way to combat 'bad press' it to get a lot of 'good press.' When a customer thanks you soooo much for coming to their rescue ask them to post a review for your company online.

Personally, I'd shy away from fake postings. It's sinking to a level that is below a professional IMHO.
 

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I have often wondered how to combat situations like this should they ever arise. Although I have never had it happen to me I have seen friends go through it. One friend actually was going to file suit against the owner for trouble he had caused after he proved it wasn't his fault. The pendulum always swings hard in life. Right now we have tons of sites for bad contractors and lets face it, bad homeowner sites are a funny thought but a waste of energy and tasteless. I have often wondered if we will see contractors who take it personally lash back, and gain exposure for defamation and slander suits and put some of these sites in check.
 

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Discussion Starter · #14 ·
All you guys are awesome...

I appreciate all of the ideas. The best thing I could do was the "Thank You Duncan, OK for over 60 years of successful business". That is the "responsible route" that I chose to take. I am a little hot tempered and would absolutely have loved to share a few words... but I have to worry about "image"... that is the whole reason I am upset, so for me to scream or yell profanities would not have helped at all. Thank You for all of your support!!

I do agree on the C-Y-A!! I was on a job that the man kept nick-picking my work telling me how slow I was and how un-important things were (making the caulk job look pretty or scraping what caulk got on the grout out) anyways, so I took pictures so I could prove I was not "wasting time" I was doing a profesional job!!



Wow, sorry that turned out so big...! Long story short, I shot all these pictures, cause as suspected he called and told my 'father' what a bad caulk job I did!! And that it was pointless!! So, my father was quick to tell him that he had seen the pictures and that the work was fine, I had even cleaned the caulking around the grout. And also advised him that caulking the lavatory was code and had he known that he would not need to call the licensed professional. He sent his check that week.

So, yes, I definately agree with the CYA!! Thank You Everyone!!
 

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I appreciate all of the ideas. The best thing I could do was the "Thank You Duncan, OK for over 60 years of successful business". That is the "responsible route" that I chose to take. I am a little hot tempered and would absolutely have loved to share a few words... but I have to worry about "image"... that is the whole reason I am upset, so for me to scream or yell profanities would not have helped at all. Thank You for all of your support!!
:thumbup: You handled that with class and integrity. That's what separates the men from the boys. Or in this case, the woman from the boys.

A professional shows restraint and never loses sight of the big picture. I'm a hothead (when provoked) too and can verbally and in writing tear someone to shreds, but I refrain.
 
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