Reviews

We arrived 7/3 to address a leaking pipe in the basement near the water softener. We repaired the leak and cleaned up the jobsite. Our plumber filled out the labor portion of the work order with dispatch time 1:00; completed time 3:00 and total 2 hours. The customer signed work order. Job was successfully completed and no complaint noted or given.

On 7/13 as part of one of our standard operating procedures we made a customer service follow up call. No one answered, so we left a voicemail stating we were doing a follow up and inquiring about any feedback, comments or concerns. There was never a response given by the customer.

The invoice was due 7/21. There was never a dispute or any form of communication from the customer. A simple past due stamped invoice was resent 8/16. There was no late charge or threat of collections or anything, simply a notice that the invoice was past due. On 8/21; a full month after the due date there was an email to the general customer service email stating that the plumber arrived at (well customer said 2:43 but had to mean) 1:43 and left at (3:51) really 2:51 and that the plumber was not there for two hours in "customer's opinion." The customer said in one line he, "wanted to verify the Labor hours and why it was rounded," and then concluded in the next line by demanding: "Can you adjust the invoice accordingly, send me the adjusted invoice..."

We understand *************** are tough but we asked for no late charges and didn't receive any inclination of an issue until a full month after the due date. Then, it was simply an email disguised as asking for confirmation of hours but really ending with a demand that the invoice be adjusted. No phone call was made, a simple email to a general email expecting the invoice to just be adjusted. When we responded that the dispatch time was 1:00 and the customer is located somewhat farther than most (and in a heavily congested route, Hwy 43 North), that because we are a travelling office, travel time is billable, hence clock starts at dispatch time not arrival time, and also explained that we bill by the half hour and so completed time is 3:00, we concluded therefore no adjustment to be made, it is two billable hours. We factually and transparently verified the labor hours and where any rounding would have occurred.

Again, that labor from 1-3 is clearly on the work order and signed. There was never any indication of a dispute until 8/21. It is unfortunate that the customer feels this is unfair but we in the same right do not appreciate our character being attacked in a situation that objectively can be shown: 1) we cleanly and promptly repaired the plumbing leak 2) clearly documented the work performed and the labor hours 3) got the documentation signed by the customer 4) did a customer service follow up at which point there was a clear space to bring up any dispute 5) charged no late fees despite 1.5% per month clearly also a stipulation agreed to in writing as well on the work order 6) Thus, for this reason did not oblige the request to "adjust invoice."

We stand by our work and our billing practices and as the customer said, we conducted a job well done, just like numerous times in the past.