Complaints

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Gustafson Plumbers to help getting the water turned on after a freeze in the vacant building. They showed up and upon arrival said they had to go to an emergency at an old women's house and would be back in 2 hours. after 4 hours I called and they said they could not come back and rescheduled for a few days later. Again they did not show up first thing in the morning and I called just before or after lunch. I was told they had an emergency and would not show up as planned for the second time. I assumed they were too big a company for my small job. I did hire another Worcester firm that promptly came in and replaced 6 shutoffs' that had popped off from Ice damage. They were in and out quickly.I was billed for $225 dollars and when I called the office manager she was very rude and said that the normal charge because she had people show up. I said you decided not to do the work not me and she reduced the bill to $90. I asked her to have her boss call me. Instead I get billed for non work. Is this normal for a reputable business to do. They need to reduce the bill to $0, as they decided not to perform the work requested. ***

  Business response

  11/27/2023

  In response to the above complaint:  I want to lead with the fact that I am waiving the full balance due. Both ****** the accounts receivable and the Master plumber on this job no longer work here and I do not agree with how both employees handled this situation. It was not brought to my attention until this complaint was filed and I approached ****** prior to her leaving. 

  While at ********************* job we did leave for an extreme emergency for another customer and need to reschedule. I can't speak to the second day when we did not show up again, but that is not the norm for our company and I am sorry ******************* had this experience. When we did call back he told our scheduler he had taken care of it himself, so I can not speak to having multiple shutoffs replaced by another company.  Again, I'm sorry for ********************' experience, we do not conduct business in this way. 

  Please let me know if I can be of further assistance.
  

  Thank you

  ***************************

  Gustafson Plumbing Inc

  ************

  ************ (cell)

  ************ (office till 1 daily)

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