Complaints

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Service Date: 11/22/ 20**. Job #******. Invoice #**-2432 This business gave my husband and I the worst customer service experience we've had!I called the office the following Monday after our service and inquired about travel fee the plumber mentioned and the office manager, ***, stated the travel fee was included in the hourly rate (which turned out not to be true. It was in addition to the service fees) however she could not tell me what my total was because the plumber had not yet dropped off our ticket for the services.Weeks later, we receive a bill in the mail that was about $120 more than what we were expecting. I called the office to ask for clarity and *** answered the phone. She asked me if my name was on the invoice, I answered No. The bill is in my husbands name, she then replied O, whats your husbands name, *****? I said excuse me, and why would assume thats my husband name? she refused to answer and kept yelling well, whats his name then? My husbands name is ******! Where she pulled ****** from, I'm not sure but I felt all the discrimination and racism from her. At this point she transferred me to *** (office manager) I explain to *** what my frustrations were and the racial disrespect *** displayed and *** said to me Im not going to discuss that with you, its not even worth me talking about. I tried to respond to her but could not complete a statement because she continued to over talk, yelling thats not worth me talking about! I have never felt so disrespected by a company I paid hundreds of dollars to for a service. My husband then called to speak with the owner (Mr. ***** about the situation. Skip was worst then his office workers. He told my husband that he refused to speak with him about a conversation that neither one of them witnessed. He ended the conversation by threating my husband with the statement Well see you in court. Given our bill is paid in full, Im not sure what court would be for.

  

  Business response

  12/18/2023

  RE: Response to Reviews 

  
  *****************,

  
  As stated on the phone. We here at Ewert Plumbing Do Not have a " Trip Fee" which would be a "pre-determined" amount. Customers are charged for Drive Time to offset the costs for the Plumbers wages that an employer would need to pay them for that time. Unfortunately, you are 40 minutes from us, but fortunately were only charged 30 minutes one way.

  As previously explained, the quote you received was for the estimated time for the work that you requested. Any other feedback was heard and discussed between all parties involved with you on the day of your calls. We hope that those conversations helped provide some clarity and understanding.

  
  We Thank you for taking the time to review our company, as we strive to provide exceptional customer service for all of our customers.

  Customer response

  12/18/2023

   
  Complaint: 21006818
  
  I am rejecting this response because: If when reading my complaint, you thought the main issue was the price, then you, ***, are a part of the problem. Just as you told me, the racial disrespect I experienced from *** was not worth you talking about. No one at this company has taken accountability nor offered any form of apology for the racial insult I received.Skip (claimed owner) was extremely rude to my husband and refused to speak about him about the situation. The responds provided to my original review/complaint remains ingenuine and unsympathetic for the hurt your office counterpart caused. The responds we received was another way of pouring salt into an open womb. I find it very disrespectful of you to not even attempt to address the racial issue at hand. It is unacceptable of your business to take no accountability nor offer an apology for this encounter. Furthermore, the tone of your reply remains disrespectful. I recall quite well what you stated on the phone, therefore, starting your responds with as stated on the phoneis it completely unnecessary. I also recollect what you stated on the phonethe first time I called to inquire about the drive time charge. You then stated on the phone that the charge was included in the price quote you gave. I am also very well aware of what you previously explained concerning said price quote. However, this explanation was not given before my husband and I agreed to book your companys services. You also stated on the pone, the racial disrespect that was given by *** was not worth you talking about.
  
  Respectfully,
  
  *****************************

  

  Business response

  12/21/2023

  Tell us why here...

  12-21-23

  
  EWERT PLUMBING RESPONSE TO REJECTION:

  
  ALL OFFICE OR MANAGEMENT STAFF HAVE RESPONDED TO THE CUSTOMERS CONCERNS THE *** OF THE CALL AS WELL ON SEVERAL WEBSITES THAT WE RECEVED NOTIFICATION FROM SINCE BEGINNING THE NEXT ***.
  ALL STAFF TRIED TO COMMUNICATE WITH THE CUSTOMERS REGARDING ALL OF THEIR CONCERNS. UNFORTUNATLEY THE INFORMATION THAT THESE WEBSITES HAVE RECIEVED IS NOT ACCURATE AND A MISUNDERSTANDING HAS FORMED SINCE WHICH VERY WELL MAY HAVE BEEN RESOLVED THE *** OF, IF THE CUSTOMERS WERE WILLING TO LISTEN.UNFORTUNATLEY IT WAS DIFFICULT TO COMMUNICATE AS THE OTHER PARTY WAS VERY ARGUMENTATIVE

  
  ID LIKE TO STATE OR ******** THE ***** THAT I PERSONALLY USED WERE "**************** I UNDERSTAND YOUR FRUSTRATION. (WHICH THE RESPONSE I RECEIVED WAS
  (" OH, DO YOU"?)  I CONTINUED TO SAY I CANNOT SPEAK ON THAT AS I WAS NOT THE ONE THAT SPOKE WITH YOU ORIGINALLY BUT THAT IS NOT ACCURATE (REFERENCING ANY NEGATIVE INTENT BY THE OTHER STAFF MEMBER *******WHO IS UPSET THAT SHE WAS CALLED A RACIST AFTER IT WAS EXPLAINED BY MULTIPLE STAFF THAT SHE MISHEARD THE NAME GIVEN)

  
  AS STATED PREVIOUSLY WE STRIVE TO PROVIDE QUALITY CUSTOMER SERVICE AND APPRECIATE ANY FEEDBACK FROM OUR CUSTOMERS AND COMMUNITY MEMBERS.

  
  WE APPRECIATE THE OPPORTUNITY TO PROVIDE FURTHER UNDERSTANDING ON THIS COMPLAINT FOR BOTH YOU AND THE CUSTOMER.

  
  THE CUSTOMERS (MR. AND *****************) HAVE PAID THEIR BILL IN FULL. 

  
  PLEASE REACH OUT IF YOU HAVE ANY FURTHER QUESTIONS. 

  
  - ***************
  OFFICE MANAGER 
  ************
  *****************************************************

*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. ↩