RlG
René le Grange
1 reviews | Active since Jul 2014
08 May 2023, 12:00
Appalling service from Basumi
I phoned Basumi to give me a quote for a burst pipe in my shower. They came out 5 days ago and I have not heard anything from them. When the guy came out, he did not seem to know why he was here. He did not take any notes or measurements or pictures of the tiles. He was in my house for 2 minutes, all the while arguing with me that I was wrong. I know I am not a plumber, but water is literally spraying through the walls... I phoned their office to say I was unhappy. The office phoned him and then he changed his story to exactly what I had said. And then they insisted I would have to pay a R700 call-out fee - FOR 2 MINUTES AND NO QUOTE! Btw their website states they give FREE quotes. He also did not take my details so I have no idea where he was planning to send the quote. It has been 5 days and I have not had so much as phone call from them. One would think a burst pipe is rather serious... And they can forget about getting R700 out of me, since they did not uphold their side of the bargain.
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Basumi plumbing property and property maintenance specialist's replyOfficial
26 Jul 2023, 12:51Dear Rene L,
I hope this message finds you well. I am writing in response to your recent review outlining your disappointing experience with Basumi regarding the burst pipe issue in your shower. I would like to sincerely apologize for the unprofessionalism you encountered during this process.
First and foremost, I want to acknowledge that the way your situation was handled was far from our usual standards of service. I am deeply sorry for the inconvenience and frustration this has caused you.
Upon investigating the matter, I have discovered that there were significant lapses in communication and the service provided by our accessor. It is evident that the accessor who visited your home did not approach the situation with the level of care and attention we expect from our team members.
Our company takes pride in providing prompt and reliable service to all our customers, and your experience does not reflect the values we uphold. We understand the urgency of a burst pipe issue and how it can disrupt your daily life, which is why our response should have been swift and efficient.
I would like to assure you that we take your feedback seriously and have already taken immediate steps to address the issues you raised. We have reevaluated our internal communication processes and emphasized the importance of thorough assessments when attending to our clients' needs.
Once again, I extend our deepest apologies for the way your case was handled. Your feedback has been instrumental in helping us improve our processes and better serve our customers in the future.
Please allow us another opportunity to make things right and provide the quality service you rightfully expect from Basumi.
Please feel free to reach out to our office directly, and we will ensure that your situation is attended to with the utmost urgency.
Thank you for bringing this matter to our attention, and I hope we can regain your trust and confidence in our services.
Sincerely
Basumi plumbing property and property maintenance specialist's reply26 Jul 2023, 12:51
Official
Dear Rene L,
I hope this message finds you well. I am writing in response to your recent review outlining your disappointing experience with Basumi regarding the burst pipe issue in your shower. I would like to sincerely apologize for the unprofessionalism you encountered during this process.
First and foremost, I want to acknowledge that the way your situation was handled was far from our usual standards of service. I am deeply sorry for the inconvenience and frustration this has caused you.
Upon investigating the matter, I have discovered that there were significant lapses in communication and the service provided by our accessor. It is evident that the accessor who visited your home did not approach the situation with the level of care and attention we expect from our team members.
Our company takes pride in providing prompt and reliable service to all our customers, and your experience does not reflect the values we uphold. We understand the urgency of a burst pipe issue and how it can disrupt your daily life, which is why our response should have been swift and efficient.
I would like to assure you that we take your feedback seriously and have already taken immediate steps to address the issues you raised. We have reevaluated our internal communication processes and emphasized the importance of thorough assessments when attending to our clients' needs.
Once again, I extend our deepest apologies for the way your case was handled. Your feedback has been instrumental in helping us improve our processes and better serve our customers in the future.
Please allow us another opportunity to make things right and provide the quality service you rightfully expect from Basumi.
Please feel free to reach out to our office directly, and we will ensure that your situation is attended to with the utmost urgency.
Thank you for bringing this matter to our attention, and I hope we can regain your trust and confidence in our services.
Sincerely