Complaints

• Initial Complaint

  11/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  date of the transaction: 11/8/2024 I requested a break down of the charges so I can see what I'm actually paying for to replace my water heater. The bill was $4170 for everything. As a consumer I requested a break down of the charges and I was told that there is nothing they can provide. To me this is a misleading and poor business practice. I was told that the charges are a "task" figure that incorporates all charges. To me this is business practice allows them to price whatever they want and charge fees or other services that are never discussed or disclosed. I know a good water heater will not cost $3k and I know the model given to me does not costs anywhere near this. This practice is deceiving. All I ask is a breakdown of all charges and fees that was never disclosed.

  

  Business response

  11/25/2024

  When Mr. ******* called in(*******) booked the call. The original concern was the water heater stopped working the night before. They said that they had water leaking from the bottom of the unit. I explained to the H.O. that if it is leaking from the tank, it will mean it needs replaced. I then got a model #for the unit & explained that the unit may be a power direct water heater & that that type of unit is more expensive than a standard unit. I told him it would be 89 + repairs but if we replace the unit, we will waive the trip fee. He agreed to have us out. My tech chase went out & confirmed that in fact he had a 50-gal power vent water heater and quoted him our task/book price for that unit. The task price for this is $3675.00 & includes the unit, installation, haul away of the old unit and the permit fee.  We also quoted him to upgrade his venting (which is required by code) and the task price on that is $300.00 and expansion tank (per code) and that is $250.00 book price. Our book prices all include materials and labor as a pre-determined price. Once the tech reviewed pricing with the H.O. he agreed to the price & signed the invoice approving the work & getting the job started. The tech completed the work in 1 day & upon completion signed stating the work has been completed. When he called in after the service requesting a labor and materials breakdown i explained that we are unable to do that as our pricing is all pre-determined task/book pricing as described to him on the call. The H.O. explained that he felt this was a shady way to do business and i explained to him that i understood his frustrations but i explained everything to him when I booked the call. I told him he agreed to it beforehand, and he said he knows but still wants a break down. I told him i have no way to do that as our price book is tasked pricing. Ultimately, he then filed a bad review on google and with the BBB. 

  Customer response

  11/26/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Waiving the service charge and using the promotion was discussed with the installer if agreed to move forward.  I was also told I could call for a break down of the charges.  This is misleading because I specifically wanted the break down off all costs and was told to call for that information.   It's unacceptable to charge consumers not knowing all costs associated.  Again this is a misleading sales practice.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To attempt to charge someone $1,000+ to disconnect and later reconnect a water supply valve and cap the water supply line is simply unconscionable. I had B&L Plumbing come out this morning to shut off a water valve/supply line in advance of a new kitchen counter and sink removal. I also previously scheduled their return visit in two days to reconnect after the new counter, sink, & faucet are installed. I was quoted $1000+ ($364 for todays visit to shut off the water supply valve and cap the water supply, and $300 to reconnect water supply line to homeowner-provided faucet, and $350 to reconnect water supply line to owner-provided sink & basket in two days). Upon hearing these charges, I canceled the appointment for Thursday informing him that the $1,000 total price and even the $364 for the 3 minutes it took him to shut off the water supply line and cap it today was excessively high. I informed him that the price he is quoting me is over $700 higher than the national average, Home Depots estimated pricing available online, and what had been told to me by the granite counter companies who work with licensed plumbers daily, as well as many home flippers who likewise do the same. Upon calling a family member who has flipped homes for over 40years and having a conversation about being ripped off in his presence, B&Ls plumber then agreed to lower the price for the 3 minute water shut up (10minutes total home visit) appointment to $264. Again, to attempt to charge someone over $1,000 to disconnect and later reconnect a water supply valve and cap water supply line is unconscionable. I shared my above concerns with *******, who, in my two interactions with her was very professional. She simply asked that I include in my review that her plumber eventually lowered the price AFTER I told him it was excessive.

  

  Business response

  12/22/2022

  The **** was advised it would be 89+ repairs to come out &the trip fee for re-connect trip is waived.Upon arrival the ****& tech determined what was needed &the price for the disconnect. The **** agreed to the work needed &the tech began the work. He disconnected the 2 supply lines to the faucet, removed the garbage disposal &the throat(as the customer requested to reuse the parts on the return visit)Once the work was completed the **** had expressed she was dissatisfied with the original quote & felt the pricing was unfair. The tech at that point had decided to drop the charges down to the min charge we offer to try & work with the **** (as well as the work was already completed).The H.O  did pay & canceled the reconnect appt for Thurs.She called the office & discussed this with me. She began by saying i am not looking for anything but wanted to give you a heads up i am going to file a complaint with the BBB as well as ****** & ect. (she was very nice, this was not a rude encounter).
  

  B & L Plumbing feels the **** could have declined the work & we could have left with the trip fee. We have a business model in which we go over all pricing up front to avoid issues like this and allow the customer to really choose how they like to proceed forward. We pride ourselves on this model and really allowing the customer to go over options and make the best decision for them.  She had agreed & signed off on the work to be complete. I know that the homeowner referenced the national average in her complaint but we never advertised our pricing was based off of the national average, B & L plumbing has not advertised that we are the cheapest plumbing in town and feel our pricing is competitive with other companies in our are. Our certified tech was at the home for more then 10 min(as she had implied) &got the job done as requested with high quality work & professionalism. B & L Plumbing hires high quality & certified tech & charge fairly for the services provided.
  

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12 August my wife and I contacted B and L plumbing to clear a blockage in our toilet that was draining into our bath tub. They came out 13 August, had to pull the toilet and 500 dollars later the plumber ran water through it and told us it was clear. Fast forward to 17 August when I contacted B and L plumbing to inform them that the toilet was clogged and still emptying into the bath tub and talked to a ******* who said she would call me back after talking to the plumber. Two hours later she got back to me and told me they would not warranty the repair since there is no way to know what was flushed down the toilet between now and then. I told her the toilet had not been in use as none of us had used it or were home that week due to a family outing and my birthday. She told me that she could only do something with the information provided and that it would be another 300 to 500 dollars. I am a disabled veteran going to college and am on a massively fixed income and can not afford another 500 dollar bill from a predatory company like B and L Plumbing.

  

  Business response

  09/12/2022

  "As stated above the customer called and scheduled an appointment for August 13,2022 for a toilet that his step son had clogged by flushing " tons of paper towels down the toilet". My technician arrived during the scheduled appointment and tending to the toilet. He did clear the line and flushed the toilet with toilet paper down it several times with no issues. After 4 days passed the customer called and said that the toilet was backing up again. I explained that since the technician unclogged it and that it had been 4 days there would not be any warranty. I explained that it worked well for 4 days so it sounds like it has be reclogged and not still clogged. the customer did not feel that this was fair and felt as though he should not have to pay. I explained again if it had backed up the same evening or even the next morning it may be a little different however after 4 days i couldn't do anything other then treat it as a new clog. 

  Customer response

  09/13/2022

   
  Complaint: 17734348
  
  I am rejecting this response because: As per my complaint I was the first one to use the toilet, nothing had been flushed down the toilet until I used it, a fact I had made very clear to the businesses receptionist I named in the complaint. Due to the smell and not having a second toilet with a family of 4 I was forced to hire Roto Rooter last week who in fact fixed the toilet for half the price and at this point I just want a refund for the lousy service.
  
  Sincerely,
  
  *********************************

  

  Business response

  09/15/2022

  We do understand your frustration with this situation. As a company we believe that we cleared this toilet on the original call, however we are welling to split the call with you and issues a refund in the amount of $250.00 

  Customer response

  09/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩