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| - Integrity is defined as "The quality of being honest and having strong moral principles; moral uprightness." Used in a sentence: Rich is gentleman of complete integrity. Rich is my plumber for life and I only met him 24 hours ago.
For over 12 hours Rich with American Plumbing and Rooter stood by my side (me in NYC) and my tenants' side (them in Phoenix) during one of the most trying times I've ever had as a homeowner and landlord.
Last July I used another plumber to rectify roots in my sewer line. The issue resumed and I contacted the same plumbing company used last time but received a new rep. He found a significant root issue at the "tap" of my line and said he'd need to go through my concrete driveway with an estimate for the job at $4,000. I hadn't connected as well with this new rep as I had with the prior rep and having to start all over with a new guy was daunting. I decided to reach out to other plumbers who specialized in sewer repair for a second opinion on Monday morning. I was delighted when:
MONDAY - 9AM ET
Rich answered the phone and explained his approach to my sewer line issue including potential costs. It worth noting he never once took the opportunity to dismantle the reputation of the other plumbing company. He went to the property that afternoon even though he was booked-out thru Wednesday since my tenants had not been able to use water since Saturday.
12PM ET
Rich calls me while he was able to clear the line (without going thru the driveway) he went further out and at 60 feet (the street) he discovered a significant issue; water hiding the line which he could not push thru. He explained that it could either be my line or the city's main line, and since it was under the street it would be a very big job.
Rich guided me thru the entire process of how I would need to find out who would be responsible for the repair--me as homeowner or the city. He instructed I call Precision Location Services--he even calls them to tell them the situation is urgent--so that they can take a video which I will need to further diagnose the issue as well as use to prove it is the city's responsibility. He lets me know what fee to expect from Precision Location Services and that he trusts them implicitly. He also suggests that I contact the city sewer department to get the ball rolling. I contact the city and they send out a foreman immediately.
12:30 PM ET:
My tenant calls me and says the city went there to inspect, and they requested I get a plumber and video guy out as they discover the line is under water when they open the manholes. Precision Locations Services gets their guy out to the home within 30 minutes.
1:00PM ET.
Precision Location Services and City of Phoenix Utilities Supervisor are at the home and city says they need a plumber by law. I call Rich who is on another job and he drops everything to go to my home.
5:00 PM ET
Rich calls me onsite with an update: There is a huge blockage that cannot be determined if it is my line or the city's. I can hear Rich speaking with the City's Utilities Supervisor and my tenant as if they were brothers - he's representing me in the best light possible and I've known him for 8 hours. My financial livelihood depends on the city picking up this huge tab and my tenant's well- being and happiness! The result: The city deems it is their responsibility to rectify and my tenant sends me the following text: "You have a big heart. I hope you are blessed for your help. Thank you again for everything."
7:40PM ET - 10:30PM
Tenant updates: "There are 8 men, 5 trucks, a backhoe." "They finally got to the main pipe, it was 6 feet 5" down. They are cleaning the hole before opening the pipe to see what it is." "They had to get a vacuum to pull out the roots. Years of growth, very tight and 20" deep into pipe almost a solid plug. They used Sawzall to break it up to pull it out."
Rich made himself available to me last evening up until 10:30 my time. He assures me the city is taking care of it and that it is either severe root issue or collapsed line but not to worry as it is finally being rectified. It is clear to Rich at 10:30PM ET that I am overwhelmed and exhausted. He texts: "Yes, it is a lot for anyone to handle. You stayed cool, this is a BIG DEAL and I'm happy you called us to go out : )"
TUESDAY 9AM ET:
Rich is gentleman of complete integrity from which I benefitted from in the following ways:
* Tenants have water and are happy with me.
* Rich complied and worked with the city's Utilities Supervisor in a respectful and timely manner which I believe contributed to the favorable outcome for me as homeowner.
Another reviewer said: "With his wonderful customer service skills, professionalism, knowledge, accuracy, listening skills, friendly personality, attention to details and prompt service Rich was able to transform a chaotic, confusing and totally unexpected experience into a pleasant one." Hear hear!
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