Complaints

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Dec. 8 2021, I called the Bud Matthews company and asked the manager to estimate the cost to repair my faucets. He offered $525. Then on Dec 23, his worker came to my house and stayed in my house for less than 10 minutes. He asked about $1500. Because of the serious difference from the manager's estimation, I had to cancel their service. Now they asked me to pay the minimum charge $125. I think it's not reasonable. If so, in the future, they can offer a very low offer firstly, then if the customer would not like to pay the very high final price, they always can charge the minimum charge. I think this is a cheat.

  

  Business response

  04/15/2022

  Business Response /* (1000, 9, 2022/04/07) */ ct: file No. CP-******** / ****************** As a licensed contractor we have been in business for almost 40 years, we pride ourselves on being honest and fair, for the most part we receive very favorable reviews across all social media platforms, additionally we have an A+ rating with the BBB. When a new client calls to request any type of service we are always extremely clear and explain our minimum charge for any residential call. Having been in business this long, we are very wary of any possible misinterpretation concerning price structure. To this end, from the very first phone call I had with Dr *****, I explained very clearly our minimum charge to come to her residence was going cost her $125 (equally clearly I explained) this fee buys her 15 minutes of diagnostic/repair time, after that initial 15 minutes our labor rate is $50 per additional 15 minutes ( we break it down by the quarter hour so we are not charging the customer by the hour if a job takes only 30 minutes) I reiterated this via email on December 8th. I have 15 emails relating to this call (all of which I am happy to share with you) I also spoke to her insurance company on three separate occasions (at her request and as favor) all 3 calls took at least 20 minutes while I was placed on hold..... generally for a call of this nature, there is absolutely no need to call the insurance company, we simply get on and do the job, again, I did it as a favor. When the customer called she stated her tub/shower faucets were old and leaking (see attached photos) trying to do the customer another favor and save her money, I suggested she go to ***** or ********** and chose the appropriate faucet set. Our plumber`s concern was the valve behind the actual lever was probably leaking into her tile, within the wall (we have worked in many properties on ********* with similar issues) throughout every phone conversation and email I kept trying to emphasis we would not know for sure how much the job would cost until we opened up the wall/tile to make sure the old cartridge attached to the faucet wasn`t leaking (if there had been an access panel it would not be an issue and therefore less money) she has no access panel. The $525 Dr *** references only pertained to physically removing and installing the new faucet set, it never included cutting into the tile/wall, I explained that to her on the phone or more than one occasion. In summary, I would be interested to know if a licensed plumber finished the work, how much it cost and importantly did they open up the wall to see if there was water within? From her very first contact with our company she knew, and agreed to the $125 minimum charge. Sincerely, ***** ****** Consumer Response /* (3000, 12, 2022/04/10) */ Dear Sir/Madam, Thank you very much for your help. You know I complained to you only for fairness. However, their response was to neglect the specific fact. I sorted my case on March 29 as above. I hope they can response according to my specific case not to advertise their reputation: 1. The premise that I agreed the plumber came to my house was based on the manager's estimate of $525. After the plumber offered $1500, was it reasonable for me to cancel their service because of so big price difference? 2. They are professional and should not provide wrong information to the customer. If they provide wrong information in the critic price, should they take the responsibility for this fault? Obviously if the estimation was so high in the beginning, I would not agree them to come to my house. 3. The plumber asked for $1500, after I cancelled their service, the manager provided the final price of $1280. Which price was cheating? 4. Another company's plumber repaired within 1.5 hours, why did their plumber ask for such a higher price? I felt the whole thing was unfair to me. When I tried to negotiate with the manager, he emailed me if I don't pay within 5 days, he will transfer to his lawyer. I felt an obvious threatening. I am not familiar with USA law so I submit you to judge this case. Could you give me your advice according to the case itself? Thanks. Business Response /* (4000, 14, 2022/04/11) */ We seem to be going around in circles here, the fact remains, the customer was aware of our $125 minimum charge to come to her home regardless of any work or quote we do above and beyond the initial 15 minutes of being at home - we charge all our customer this charge, have done for many many years

*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. ↩