This is a really long post. TL;DR – Beacon plumbing wont provide a quality dishwasher install, and the customer service/social media manager had such poor communications with me over the whole ordeal, I’m sharing the experience for other customers. In summary – you will never be freakin’ enough to need to call Beacon (as the local jingle implies “stop freakin’, call Beacon!”)
My house is a super cute 1947 cottage in the North Seattle area. She has beautiful crown molding, French doors, original oak floors, and terrible plumbing. I mean, when I’m 70 I’ll have a few leaks too. But it feels like as soon as we pay off one plumbing bill, another one rears up. We hired Beacon Plumbing to install a dishwasher in our kitchen that never had a dishwasher in it before. While we consider ourselves handy homeowners, we knew this was a big project and it was right after I hurt my left knee so I was hobbling around in a knee brace at this time – we hired a professional. We bought the GE dishwasher from Lowes, had it delivered, and Beacon showed up a week later while I knocked out the cabinet next to the sink.
$1,500+ later my dishwasher was installed along with a new garbage disposal because during install the plumber convinced us that ours was inadequate. But during the install when I pointed out that there was a big gap between the counter and the dishwasher, the tech said that he couldn’t find any feet for my dishwasher so that model may not have them. FYI for those not in the know as I was – dishwasher feet are important primarily because they elevate the guts of the dishwasher (pumps/hoses/electrical cords) off of the ground so they aren’t smooshed. So one of the black rubber gasket strip things was wedged between the dishwasher and the counter and we were happy that as newly cohabitating adults washing the dishes would be one less chore to weasel out of.
One year later almost to the day, our dishwasher floods the kitchen. We maintain the dishwasher by scraping and rinsing dishes before loading, we keep the filter clean, we use the manufacturer recommended detergents for crying out loud. But ha-ha! I found my paperwork and called Beacon! Beacon said they don’t work on dishwashers, they only install them. They said they stand behind the pipes they touched only and only for a year. If they came out and saw it was a broken dishwasher and not broken pipes it’d be a $75 service fee, and to call who we bought it from.
A GE tech comes out, fixes the pump, and points out some issues with the install for me to get Beacon to fix.
I didn’t hear anything back for a few days so I called Beacon on August 1st and they said that I needed to not use the form on their website under “contact us” but that I needed to email Kasen. At this point in your reading I’d suggest you get cozy, grab a snack, empty your bladder, and enjoy the show. In the interest of me not manipulating the words, I’m gonna do screenshots of the conversation.
I’m from the south so I like to do analogies. It’s like going to the doctor for a sprained wrist and during vitals she mentions your blood pressure is high and recommends a follow up with a cardiologist. Or say you got a new siding installed on your house last year but when you got new windows put on this year the workers point out a gap in the siding by the chimney that’s causing a leak AND YOU GET FRUSTRATED BECAUSE YOU POINTED THAT OUT DURING SIDING INSTALL AND THE WORKER BRUSHED YOU OFF. Also, I want to point out that Kasen is not only the customer service manager for Beacon, but he is also the social media manager. Lets go to yelp and see what I’m working with, eh?
It goes on and on and on and on….. but this is MY story not theirs. So what do I want to happen? Well fine reader who is smart, funny, and good looking – I want my god damned dishwasher to not break. I want the feet installed on my dishwasher so my dishwasher doesn’t die in two years. I want the top of my dishwasher flush with my counter tops so there isn’t a big gap. I want to pull the racks out of the dishwasher and not have it topple over. I want a plumber from Beacon to come into my house and explain to me why the pipe configuration under the sink is the way that it is. As a working class citizen who is paycheck to paycheck, home ownership is expensive. This plumbing bill was expensive. And I expect to be satisfied with the install for $1,500 later.
Kasen, if you are reading this (as you should because I’m gonna post this ALL over social media) please recognize that your tone and wording is condescending and as the customer service manager, you are not doing your job. I’m not naïve, I understand that the customer is not always right. The reason the GE tech left my dishwasher unsecured is because even he thought that it would be absolutely within my bounds as a customer to have Beacon come back out to put on feet and screw it into the counter properly even though it was a year later. The GE tech didn’t remount the dishwasher to make it easier for you to come in and do the work. And yes, your response implies that I’m trying to get Beacon out here to do work that another plumber or myself flubbed up. Its the principle of the matter. And I don’t want my dishwasher to crap out on me. That’s a big part of it too.
Thoughts? Please feel free to share for other Seattle area folks who may use Beacon because they are one of the largest emergency plumbers in this area.