Mtn West Counters

We strive to make every customers project as smooth as possible. However, there will always be instances were defective parts can add a trip to a project. Unfortunately, we can't control manufacturing. In this instance, the tub spout was defective internally. It seems that the spout came lose and needed tightening. James promptly went back after the text that was sent. It was in fact a very uncomfortable situation because the customer was abnormally aggressive and angry. In fact, even using curse words in her text message. This is very difficult for any person to work around. There were only 2 visits to Pings house to try to correct the spout. The first one was promptly done within a couple of days at which point the spout was tightened because it appeared lose and silicone was used to help seal from any moisture getting behind the spout. A second request was made from Ping because it became lose again and fell off. James was prompt and courteous in his response even though the text messages included profanity. He simply replied in a professional manner. At this point he was very uncomfortable. He did return with the internal parts to repair the spout which were a reputable plumbing part called “shark bites” (here is the website for the very popular plumbing parts - http://www.sharkbite.com) and was met with Ping and her friend. He tried to repair the parts as the customer stood behind him raising her voice and being very aggressive. She also had her friend enter the room behind him start questioning and berating him. Her friend was insistent that her husband who is a plumber has never heard of “shark bites”. This seemed to agitate Ping further. At this point James decided it would be in the best interest of his company and his son, who was working with him that day, to leave the premises for their own safety. He did promptly pack up his tools and left with his son. Normally, in any situation we would repair the minor issue without a plumber. This was a simple fix if allowed to perform your job. We try to make every customer happy but sometimes, with certain personalities it is impossible.