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Well & Water Pump Repair reviews in West Henrietta

  • B
    Gatti Plumbing Inc.
    The sump pump failed again this week.  This really had me ready to give this company another bad review, but the owner Mr. Gatti came out personally.  He reviewed the situation gave me the apology for the mess and brought a serviceman with him to fix the issues that caused me to call the plumber in the first place.  He also did this without charge.

    Like any business there are going to be problems, it is how you deal with them that determines the customer experience.  To Mr. Gatti, I thank him for personally handling the issues are getting this under control.

    I wil be using them again, because at least I know the owner has integrity.

    Thank you,

    FYI: The original expereince I am leaving as it describes what happened and my impression of the company after spending an hour cleaning up the plumber's mess.  This goes to show how effective the owner is; however, because if the owner can turn this around like he has .  Then you know either he has integrrity, is an amazing salesperson, I am a fool or some combination therein.  I won't know the answer until I can say I have gone at least a year without issues with this pump.

    Original Experience Poor:
    I have a set up with a jet pump that acts as a back up to prevent water in the basement.  There are two other sump pumps as well, the main, and a battery backup unit that includes an alarm system that tells me when the main pump fails.  This alarm activated last night and the jet pump was running most of the night until I could call the plumber this morning.  I waited hoping that the water would be pumped out and the pump would stop on its own.When I called at 7:15am the answering service told me they would fax a message about my situation to the Gatti and then they would call me back.  
    Responsiveness, I had to call them back at 7:45 and they had to look up the fax to know what I was talking about.  It also took over an hour for the plumber to arrive. (One positive point is that he called ahead of time)  
    Please note that I installed the original pump with backup, I only used the plumber because of the jet pump).  I couldn't repair this, because when the jet pump was installed the plumber put holes in the cistern cover and ran the pipe through it.  I couldn't remove the cover without undoing the plumbing.  This was also Gatti who installed the Jet Pump.  I called them again because the reviews on Angie's list appears to be good, and although I couldn't do my own maintenance the system has worked fine for a number of years.
    Quality:  When I pay for someone to work at $80 an hour I expect the job to be complete and restored to prior conditions. This was not the case. As it turned out the main pump was only clogged.  Unfortunately the plumber forgot to unplug it and while he had the outgoing pipe disengaged he managed to clear the float so the pump activated and basically water (and very red clay) exploded everywhere.  At that point I left to take a call for work.  When I returned about 30 minutes later there was even more water.
    Punctuality:  Neutral not ETA was given, but they did show up around 8:55.  I had a 9:00am meeting so I know what time it was.
    Professionalism:  The gentleman didn't wear booties in the house and tracked water through the upstairs and the basement.  He never cleaned up his mess.  I don't consider wiping a couple areas with a rag with your foot cleaning.  The spare drop down ceiling tiles I kept in that closet were ruined, the walls, floor and door were covered with water and clay.  Even the exercise equipment outside the room was covered with water and clay.  Never wiped off.  He left with the pump alarm not activated.  This is partially excusable as the battery back up needed distilled water, but that alarm wasn't going off before he arrived, so I suspect it may have something to do with all the water that was spread over the battery.  I would think that it would be part of his job to restore the system to previous working order.  That may have cost extra time, but would have been more professional.
    Price:  He charged me for an hour in a half and he finished work at 9:50.  So I understand some contractors claim that they can charge for the time they take to go to and from their dispatch location to the client.  I disagree.  In my understanding, the travel time has always been the cost of doing business.  The customer should only have to pay for the work that is actually performed.  Plus, if part of that time is driving, I don't know any drivers that get $80 an hour!  As a new parent with our first child on the way our budget is tight.  So I appreciate he didn't charge me for cleaning, but he didn't even apologize for the mess and explain why he left it.  I would have been more accepting with an apology.  Accidents happen, but professionals with integrity fix their mistakes.
    Thank you,

    - Bill S.
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Well Pump Repair Services in West Henrietta

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