Stang Plumbing & Heating in Gaithersburg, MD

Response from the owner

Thank you so much for taking the time to share your experience! We’re very glad Stang Plumbing was able to respond quickly and help you navigate what turned out to be a more complex water leak than expected. Jeff and Jon truly appreciate your kind words, and we’re proud of their knowledge, professionalism, and commitment to helping our customers understand what’s happening every step of the way. We’re also happy we could help connect you with a trusted restoration company to assist with the next steps. Thank you for choosing Stang Plumbing and for the 100% recommendation! We truly appreciate your business and are here whenever you need us.

Response from the owner

Thank you for sharing your concerns. We take customer feedback seriously, but we also believe it is important to clarify the circumstances when a review does not accurately reflect the work performed or the information provided to the customer. Our records indicate that the plumbing conditions at this property included older piping, an older faucet, and existing plumbing components that were not installed or maintained by Stang Plumbing. These conditions were relevant to the work being performed and were explained to the customer. We cannot reasonably be held responsible for the age, condition, or prior installation of plumbing components that were already present in the home. Our team also made efforts to address the customer's concerns and communicate the situation professionally. Despite the challenges encountered during the service call, Stang Plumbing made a professional courtesy adjustment to the customer's charges and did not bill the customer our full standard rate. This was done as a goodwill gesture in an effort to resolve the situation, not because Stang Plumbing was obligated to waive its normal charges. We also want to clarify that our pricing reflects the actual costs of operating a licensed and insured plumbing business, including qualified labor, materials, insurance, licensing, vehicles, equipment, and other operating expenses. While we are always willing to discuss options with our customers, we cannot agree to perform professional plumbing work at an amount that does not reasonably cover those costs. We understand that plumbing problems can be frustrating, and we regret that the customer was dissatisfied with her experience. However, we respectfully disagree with the characterization that Stang Plumbing failed to provide customer service or simply "made excuses." Our team responded to the situation, evaluated the existing plumbing conditions, communicated the factors affecting the repair, and even made a billing adjustment as a gesture of goodwill. Because we respect our customers' privacy, we will not discuss additional details of the service call in a public forum. We stand behind our work and remain committed to providing professional, honest, and respectful plumbing service to our customers. Thank you