Complaints

• Initial Complaint

  07/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see the attached invoice for a summary of the work. We are happy with the work, but we are seeking an itemized receipt to justify the amount we paid. The plumbers completed the work in a little over two hours, using parts that would cost an estimated $30. We were charged $2,561 and we don't know the actual cost of the parts, we don't know the cost of the labor, and we don't know the amount of tax we were charged. The only thing we know for sure is that we were charged $79 for the plumbers to come to our house. When the plumber told us we would receive our receipt by email (after we paid him and they left) we expected an itemized receipt. I called the following Monday to request one, and was told by Andrea, "We don't do that." She just kept repeating, "We don't do that." The amount of $2,561 is shocking enough for a little over two hours of work, but to refuse to itemize the amount is like giving carte blanche to a service company. We have never had a service company refuse to give an itemized receipt before. It feels like a total scam.

  Business response

  08/01/2024

  *** ********* ********* 
  I am writing in response to *** ***** *********** complaint. We (W.J. McNabb Plumbing), received a request for service on 7/15/24, by *** ********** It was explained, in the initial phone call, which is recorded, that we provide "straightforward pricing". Work is always discussed BEFORE beginning any job and agreed upon. Dan Gallagher approved the estimate of the work and signed off when all work was completed. When *** ********* received a happy call from our office, he responded that he was happy with our service. 
  A short time later, *** ********** called our office and demanded an itemization. She requested an invoice broken into time and material. Our company has not done time and material for the past 19 years! Our pricing is designed on an algorithm to cover all expenses, at a fair price. We are not a parts wholesaler, we are a service provider, a customer is not just paying for a part. They are also paying for fast, efficient service and the expert knowledge and experience to fix the problem and GUARANTEE our work. Many companies do a version of "flat rate" pricing. I can assure you that this pricing model is not a scam. Dentists, doctors, plumbers, painters, chefs, Target, Starbucks, all use a version of flat rate pricing. I have never been given an itemized receipt from my hairdresser. 
  Page Two 
  There is a brief explanation of work on the attached invoice. I am sorry that our pricing did not meet *** *********** expectations. 
  

  Very truly yours, 

  Melisa ** ****** 

  
  

  Customer response

  08/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Response to Melissa M******* answer to our complaint:
  
  Ms. M******
  Your response was unsatisfactory. Just because you’ve been doing something for 19 years, doesn’t make it right. We would like to know more about the guarantee for the work, since we received no written information about it. 
  Your attempt to portray *** ********* as being happy with not receiving an itemized invoice is false. Both *** *** ***** were pleased with the work, which was stated in our complaint. Neither of us were pleased with not getting an itemized receipt.
  Your sarcasm about your hairdresser’s work was not well received, although if you paid $2,561 for a hairstyle, we’re guessing you would like to know a little more about that price than that it was based on an algorithm.
  We can consider this case closed, but we will be sure to tell everyone we know of our experience with McNabb Plumbing.
  Sincerely,
  *** *** ***** *********
  

  
  

   

   

  Business response

  08/05/2024

  Ms. ******* 

  
  Your response was unsatisfactory. Just because you've been doing something for 19 years, doesn't make it right. We would like to know more about the guarantee for the work, since we received no written information about it. 
  Your attempt to portray *** ********* as being happy with not receiving an itemized invoice is false. Bot* *** *** ***** were pleased with the work, which was stated in our complaint. Neither of us were pleased with not getting an itemized receipt. 
  Your sarcasm about your hairdresser's work was not well received, although if you paid $2,561 for a hairstyle, we're guessing you would like to know a little more about that price than that it was based on an algorithm. 
  We can consider this case closed, but we will be sure to tell everyone we know of our experience with McNabb Plumbing. 
  Sincerely, 
  *** *** ***** ********* 

  
  In response to *** *********** rejection: We guarantee ALL of our work. Our service guarantee is discussed when presenting the work options and price. I apologize if our technician did not go over the aforementioned. That is an internal issue that we will be sure to address. I am also sorry that I did not explain fully that *** ********* received a "happy call" from our office and did not mention any issues in that call. That call was an 
  opportunity to express any concerns. I simply stated he did not express anything but happiness during that call. 
  Lastly, I apologize that you took my comment as sarcasm. That statement was made to illustrate that itemized invoices are not always able to be obtained. Straightforward Pricing or Flat Rate Pricing is a "Lump Sum Contract'. A lump sum contract or a stipulated contract sum contract, will require that the contractor agree to provide specified services for a stipulated or fixed price. In a lump sum contract, the owner has essentially assigned all of the risk to the contractor, who in turn can be expected to ask for a higher markup in order to take care of unforeseen contingencies. A contractor, under a lump sum contract, will be responsible for proper job execution and will provide its own means and methods to complete the work. 
  The invoice summary is as follows: Cut behind bathroom sink to expose drain. Cut into ceiling below to expose drain. Cut out and remove copper drain. Replace section with 1-1/2" pvc to the stack and test. Customer is responsible for all drywall and ceiling patching. 
  Again, I am sorry that our pricing did not meet *** *********** expectations. 
  

  Very truly yours, 
  Melisa J. M***** 
  

  
  

*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. ↩