Complaints

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 14, 2024, K&G plumbing and heating workers arrived at my house for plumbing repairs. Prior to arrival, i was presented with an estimate as to the cost of the services that will be provided. Before work commenced i discussed the high cost estimate and informed the workers that i will not authorize any work until the cost estimate is explained. The worker informed me that it was just an estimate and, upon reviewing the work required, the actual work will not take as much time as the estimate and the cost will be considerably less than the estimate. The estimate was $1,140 for labor cost and the invoiced amount was for that amount even though i mentioned that i would not authorize the work to be done in that amount and the worker informed me prior to the commencement of the work that it would most definitely be less and the invoiced amount will be much less. There were 3 workers performing work for 3.0 hours for a total of 9.0 man hours which calculates to $126.66 per hour. Upon calling the company billing dept to discuss my understanding that the final cost would be less than the estimate i was informed that it is what it is and i owe it. I feel that i was wrongfully led to believe that i would not be charged the estimated amount and that i informed that i will not agree to pay that and to not begin the project if the costs will be the estimate. Furthermore, I requested that I be provided with progress updates and status updates during the project to ensure the costs will be less than the estimate. The workers informed me during the project that the crew is working much faster than anticipated and the work will be completed in a shorter amount of time than planned. I am concerned that the company coerced me into a situation whereby i was misled and overcharged. I would like to make a formal complaint to the BBB.

  

  Business response

  06/18/2024

  6/11/2024 4:13:06 PM:  Spoke with **** ****** 6/11/2024 about his past due balance of $1,357.75. 
  He is disputing the amount charged.
  He originally called on 2/19/24 asking for estimate to repipe kitchen, check to see if existing dishwasher still works, check to see if existing RO needs replaced, check garbage disposal, and to install his water softener.
  After plumber assessed the work office manager called customer on 3/5/24 with a verbal estimate of approximately $1300.00 based on the information provided by plumber.  Informed customer actual time and materials would be tracked and he would be charged accordingly.  Customer agreed and gave verbal approval to office manager to proceed with the work and scheduled for 3/6/24.
  On 3/6/24 we provided the following services: Installed OWNERS RO faucet, water softener and dishwasher.  Tied disposal into dishwasher and augered the floor drain.  Total actual time and materials equal $1,347.75.  This amount slightly above the approximated $1300.00 with added services above the original work discussed.  Estimated cost was figured using (2) plumbers for 6 hours.  Work was done in 4 hours using (3) plumbers.
  According to ** ****** on the phone 6/11/2024, he said when we arrived at his house for the work he told the plumber he was not going to pay $1,300.00.  Allegedly, we told him that the work should come in way under that, the work should go quick at $70.00/hour.
  Office manager responded that he was given the verbal estimate of $1300.00, we did the discussed work and more, and that actual time and material totals the billed amount of $1347.75.  He was informed that we have no labor rate of $70.00. 
  ** ****** responded that he did not care how long it took or what our rates are and that he is not going to pay and will have to take us to court as he was anticipating a bill around $800.00.
  Office manager responded to do what he feels he needs to do.  He said “I will” and hung up on the call.
  Note that customer had called in about the bill prior to 6/11/24.  Office manager thought he had been contacted earlier for discussion, but no notes entered in his account or on the paperwork about call with customer.  Office manager had taken notes after reviewing the invoice with plumber on site about the work before calling customer back when he had originally asked about the total.
  We are generally open to working with customers toward a mutual understanding.  Based on the phone call with ** ****** on 6/11/2024 it was evident he was not open to further discussion.  He was a new customer and we have no history with him.  After he said he did not care about hours and rates, office manager made decision to turn the account over to collection.  Based on his words he was expecting to pay around $800.00, far less than amount of the actual services of $1347.75 – even though he personally approved the verbal estimated amount of $1300.00 to the office manager on 3/5/2024 before the work was scheduled and any plumbers onsite.
  

  

  Business response

  01/16/2025

  This issue has already been addressed in detail back in June 2024.  Per email received from BBB Midwest Plains dated 7/7/204 the complaint was marked as closed and answered. 

  I have no additional information to provide but some clarification of facts and did attach copies of all previous replies at the time of the complaint to BBB.  As far as not speaking directly to ** ******, I, office manager, did have an in-depth conversation with him on 6/11/2024 which ended with him telling me he would take to court and hanging up on the call (this is already documented in our first response -see attachment.)  I do not recall any communication from ** ****** that any work provided was unsatisfactory, nor was this mentioned in his original complaint. 

  As far as requesting a written estimate we did assess the work requested and were planning on preparing a written estimate.  It was rare that we had a cancellation in our schedule allowing some available time leading to my phone call with verbal estimate before written was prepared.  He did verbally approve of the figure discussed and we arranged to be onsite the following day 3/6/2024.  Please note we were not onsite 3/14/2024 as mentioned in ** ******’s latest comments, the work was invoiced on 3/14/2024.  Work provided on 3/6/2024. If he had wanted a written at the time of my call, we would have provided such, waited for his written acceptance and scheduled the work accordingly. We have never refused to provide written estimates to Mr Bliska.  

  We want all customers to be satisfied and do our professional best to do so.  This is not always possible.  

  
  As the date is 1/16/2025 and this case was already closed on 7/7/2024 due to his non-response I trust this will be all that is requested.  Perhaps his lack of participation in the BBB usual procedure as noted in the 7/7/2024 BBB email provides insight regarding the experience with ** ******.
  

  Thank you,

  ******** Office Manager
  1/16/2025

• Initial Complaint

  11/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Called K&G out to tear roots out of the plumbing under the house. They quoted $150-$300 depending on labor. They sent 2 people even though it seemed only one was working at a time while the other watched. They were there for- I want to say only about 1.5 hours (I have yet to see the actual GPS time stamp to prove otherwise) and billed 6 man hours. While they were there they broke the cap to my water main and had to replace it. Apparently didn’t get it on right or brought a bad replacement because after my first toilet flush the cap went flying across my basement and my toilet started flooding into the basement as well. After they left everything got worse because where I wasn’t having trouble before suddenly all water use resulted in my basement flooding. After calling for two weeks to get the cap put back on correctly- it was made clear by their receptionist that they don’t guarantee service so if I needed them to do the job again I would be billed accordingly. I informed her I would not be requiring their service again but to just please send someone to replace the cap correctly. After 2 weeks they finally sent someone out to replace the cap again and I was billed for this as well. Also paying 2 other plumbers to investigate and finally finish the job they started but in fact only made worse. After getting a third plumber out with a scope to figure out the problem we discovered they (K&G) somehow dropped the broken cap into my pipes and failed to mention anything about it. Originally I called to get a head of the problem by having the roots torn out so I could pour copper sulfate into the lines and have it attack the exposed roots. I wasn’t actually experiencing problems until after they came. They billed excessively for their time, billed for each mistake, wouldn’t guarantee service was finished or done correctly and failed to mention they added a massive blockage by dropping the cap in there causing me to pay 2 other companies to fix the problem K&G created.

  

  Business response

  11/27/2023

  Customer came into office contesting the hours billed.  After review of paperwork, timecards, GPS and talking to plumbers onsite, I determined billing was accurate, and actually they had been undercharged for the first visit when the sewer line was run with the sewer machine 120’ pulling back tree roots and also ran the floor drain.
  It is more efficient to use 2 people when cleaning a sewer line, especially that distance.  Customer complained she was billed for 2 people.  This was explained to the customer when she was in the office.  Other companies may do things differently.
  As sign of good faith I did adjust invoice, giving credit for 1/2 hr helper and the full $90 service all charge for the 10/26/23 visit to replace the cap, and charged only for a new cap.  I also provided a more detailed description of the work provided after speaking with the plumbers onsite.  We cleaned out both the sewer and the floor drain and applied cleaner to floor drain flushing with buckets of hot water.
  In total customer was billed for (3) hours @ plumber rate and 2.5 hours @ the helper rate, cleaner and a cleanout plug.
  I called customer back with my findings and sent out a letter date 11/7/23 along with a revised invoice.  Customer did email a video picture that I placed with the other paperwork.

  

  Business response

  12/08/2023

  K&G has already responded to this on (2) different dates November 27, 2023 and December 1, 2023.  Response is the same as previously, they called for service & we provided the service.  We also responded when they reported the cap had come off after line cleaned and needed replaced. (We were not aware of anything in the line.)  As stated by the customer in her complaint, she told us would not be requiring service again but to just send someone to replace the cap.  We did replace the cap as our scheduled allowed, unaware of any other issue at the time. We had to return again to replace a defective cap.  We did not charge anything for this.  Customer was billed for (3) hrs @ $90.00 and (3) helper hrs @ $65.00/hr to auger sewer 120' pulling back tree roots, auger floor drain and apply cleaner to floor drain flushing with hot water.  We will often used (2) people on long drain runs as it is more productive and safer.  These jobs can range significantly in the amount of time needed.  I checked everything, including our GPS system & spoke with the plumbers onsite.  We use GPS as a referral tool and nothing I can really provide to the customer.  We have already adjusted the billing once.  I am willing to discuss additional one time discount for the helper hours.

  Customer response

  12/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  You left a drain cap in my septic line. This created further need for other plumbers to come and remedy the problem your company caused. I spent nearly as much on calling in other plumbers as you are trying to bill for. Money I wouldn’t have needed to spend if a) you guaranteed your service or b) at the very least had the decency to mention the problem you created so it could’ve been remedied the first time I needed to call someone else. You left me with no plumbing for a month, left me and my child unable to flush the toilet, shower or do laundry in our own home and you want to bill $600 for leaving us in this state without the decency to simply say you had made a mistake- never mind doing the truly right thing to just fix the mistake you made. I have photo evidence of what was left behind from your company that caused the problems I suffered after they left. I can very easily get a written statement from the plumber who found the cap stating how much roots were left in there as well clearly indicating that you not only caused me more problems than I had before I called you but that the job they claimed to be doing was simply not done. Your company cost me more than what you are billing for and that’s not including the condition you left me, my home and my family in- in the process of doing a job that you don’t guarantee- for very obvious reasons. If you think wreaking havoc on peoples homes is due cause to bill $600 I have a whole bunch of reasons to say you are mistaken. Please strongly reconsider your counter offer in attempt to make this right. Yes, you knocked some money off the initial bill but that was before you were made aware of the grave mistake your people made by putting that cap into my lines. A cap that almost caused me to have to completely redo all plumbing under my home. It easily could’ve cost me my home and you seem to believe it’s simply not your problem but worthy of my further expense.  
  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. ↩