Janice T.
04/05/2022 12:00:00 SA
4 stars overall
5 stars for responsiveness
5 stars for Paul, the manager
Late review entry for service in performed in Mid November of last year.
We needed to fix a leak that wasn't a difficult job,
After several attempts on our own, we determined that the handle could not be taken off without either breaking the handle and possibly causing potential expensive damage to pipes and structures. Hence, leading us to hire Atomic plumbing.
*If you have plumbing issues arise, I highly suggest you call as soon as possible. It was in mid November of last year when I called. Atomic was able to accommodate me within 3-5 days. Whereas, other companies I had called didn't have the same extensive amount of plumbers available until weeks to months later.
PROS:
The dispatchers are very professional, helpful, kind and listen!
Paul (Manager) is reasonable and fair.
Plumbers/technicians- respectful, explain the plan of what needs to be done, what they will do
Preparation:
Parts- this is a hard one to determine. You might be able to figure out which parts you need, but the difficulty lies with which TYPE/model? So unless you are able to bring the actual parts or get eyes on the specific parts you need to replace, it makes purchasing them difficult ahead of time on your own. And if you did, I don't know that it would necessarily impact the cost of the plumbing job as Atomic's price is a flat rate. I know that they had our specific cartridge on hand, but our bathtub faucet handle they did not. By the time they were able to get the handle off, the local plumbing store was closed/closing within 10-15 minutes.
We were told we would have to purchase a handle the next day at a local store and replace it ourselves. Which we did and was easy. I brought in the old handle and the guy from Comet plumbing was able to provide a comparable handle.
Service- Plan on taking an entire day off, like any field of delivery or home service, time frames are merely a suggestion. You won't know what time of the day specifically they will arrive until an hour or so before.
ATOMIC doesn't specify times or alert customers that the plumber(s) are on their way until they are within an hour or two window of nearing your home. There are too many variables that do not permit specific arrival times.
We were provided a specific day, however specific times are not given due to inability to predict the duration of jobs as they can vary in difficulty and they can't determine that until they perform the assessment.
I called the day before to confirm that we were still on the schedule. It was determined we were definitely not going to be one of their first appointments, but we would be updated as the day progresses.
The dispatchers informed me they would update us once they were nearing our address. Which they did twice and it was greatly appreciated.
I think we were last on their list as the the plumber and his apprentice arrived close to 4pm. They introduced themselves, had shoe covers, and waited to be invited in. I asked them to wear masks and they respectfully obliged, donning the masks prior to entering. I also did mention my preference for staff to mask while in my house when I booked the company. The employees are all vaccinated from my understanding. However, the customers they have serviced prior to me, I wouldn't personally know their vaccination status. Hence, my extra precautions.
The plumber and his apprentice did a quick assessment of several issues I had inquired about. They went back to their truck, devised a price and came back with the number on the tablet. The pricing is a flat rate. My husband and I saw the quote and we verbalized that the price was on the higher end, and begrudgingly acknowledged we needed the leak fixed. We felt the quote was seriously overpriced for what the job entailed. We weren't offered to negotiate the price, nor did the plumber offer to speak to a manager regarding adjusting a reasonable price. The work needed to be done.
I wasn't satisfied with the initial charge of the service and for the amount charged, that we still had to pick up and pay an additional cost for the handle.
I called back the next day to discuss my dissatisfaction with the price paid. After speaking with Paul, the manager I was happy with the way (Paul) he resolved the matter. He definitely has a good and fair process of resolving issues.
Paul should be the gold standard for any service oriented business. He promptly spoke to me over the phone. He LISTENED to me, acknowledging my concerns, and asked me for my input in resolving the matter in which we could agree upon. He then provided a timeframe in which he would respond once he consulted with the plumber involved. I was thoroughly pleased that it was mutually and respectfully resolved.