Complaints

• Initial Complaint

  01/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was verbally told that he cost clearing a drain would be $49. When I received the bill, I was charged $409. I called and spoke to the owner and he said that the tech should have shown my the cost in writing ahead of time, which he did not. The owner did not offer to adjust the charge at all.

  

  Business response

  01/26/2023

  No further response from my company to the customer is needed.  I'm only responding back to the BBB.  I called and talked to the customer, we talked about his concern of the charges.  My service tech is not a hillbilly or redneck that doesn't know how to talk and explain himself when giving a verbal price to the customer, he does this every day as part of his job.  Not my fault the customer didn't understand.  Th tech did two jobs for the customer, one included parts.  The tech presented the invoice to the customer, the customer signed the invoice, he was not under duress or forced to sign the invoice or pay the invoice by check as he did.

  The customer thought his bill would only be $*****, he indicates that's what he was told.  I advised the customer that we don't have anything in our labor charges for ***** we have a dispatch fee of $90.00 to come out and give an estimate to the customer, if the customer accepts the estimate the ***** is waived.

  Our service tech should have given the customer a written estimate on our invoice, he did not do that, but he was given a verbal and the customer seems to choose to hear ***** only.

  I told the customer that I counseled the technician about not putting it in writing for him as we are supposed to do. I offered a ***** credit on any future service and he just laughed. I guess here we are!

  Customer response

  01/26/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The owner admits that the tech should have provided me with a written estimate prior to doing the work, but he did not. If I would have seen $409 written down as an estimate for clearing a drain (which took 10 minutes) I would have politely declined. What I heard the tech say was $49 and I even repeated it back to him and he said yes.

  No one ever called the tech a hillbilly or a redneck. Those are the owners words. He shows zero remorse and then offers me a coupon for a future service. This is laughable.  Why would I ever give this company my business ever again after being treated this way?!  

  
  Regards,
  
  ****************
  
  
  
  

  
  

  

  Business response

  01/31/2023

  Again, 

  Who would ever think there's a service call and a job from a plumbing company for $49.95.  Yes I took responsibility in my own way to reprimand my service tech on not following procedures.  This doesn't discount the work that was done for the customer.

  Also the customer can disagree with the price given as it was to him and not sign the invoice that was presented to him.  So I guess it's ok for a customer not to read what he's signing when he's being presented a bill and making the payment.  The second signature on the invoice is the Completion signature, its states that the above stated work is done to my complete satisfaction, the customer has clearly signed the completion of work.   If a customer is not happy they have every right to dispute the bill and not pay it and the office will get involved at that point.

  We all make mistakes in life everyday, nothing is perfect, as I have said before we still did the work and corrected the customers needs.

   

  ******

   

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have nothing left to say about this dishonest company. The fact of the matter is, I was told one price and was charged 6 times that amount and the owner made no apologies and made no effort to make things right.
  

  I called the office while the tech was still at my house to dispute these charges and I was told over the phone that the tech should have shown me the estimate in writing before doing the work and that they would call me back to make things right. That never happened. 
  
  Regards,
  
  ****************
  
  
  
  

  
  

*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. ↩