Eastman Plumbing Reviews (%countItem)
Eastman Plumbing Rating
Address: 416 Kawartha Lakes County Road 36, Lindsay, Ontario, Canada, K9V 4R3
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On Friday October 4th I called Eastman Plumbing to inquire on the cost of having a new 1.5 sink installed with a new faucet. I was given a quote of $140. I asked if a Saturday appointment was possible. I was booked in for Saturday October 5th.
The employee came and completed the job, professional, clean, no problems.
I received an invoice dated October 7th for installation of said sink and faucet, along with dishwasher connection. The invoice was for $314.14. This invoice was emailed to me and I replied on October 5th, asking for a break down as the bill over over $100 more than the quote provided to me.
I never got a reply, phone call...nothing.
I called and spoke to ***, the man responsible for giving me the quote. He should actually be a sales man for *** as that’s what he likes to talk about, how the price different of Eastman’s is compared to ***. *** openly admits the quote was provided months ago and he doesn’t remember all the details of the conversation but the best of his memory I wasn’t given that quote. *** was to have *** (the ***) call me. I later hear from a collection agency. Not ***. Collections tells me *** is a problem, I’m not alone. I call *** and FINALLY speak to him, for the first time! He’s going to call me back the next day. It’s been three days! Communication and a discount on the bill due to his company doing verbal quotes would have made things end a lot sooner. Of course he’s going to listen to ***’s story, he’s family and works for him. At the end of the day, it’s a small town and voices are loud! *** needs to be professional, stop verbal quotes, and take responsibility for what his employees are saying/doing. Avoidance isn’t the answer, nor is collection agencies. Your tackless, unprofessional ways along with *** are going to bring you down. I wasn’t asking for you to disregard the bill, I was asking that you take some onus for what your employee is communicating.
The call for work at ***'s place originally came in as "connecting and kitchen sink", the job when we arrived ended up being much more! We ended up connecting the kitchen sink, kitchen faucet, new water supply valves, new drain to the sink and reconnect the dishwasher level and fasten it to the new counter top. This is why it is so much more. Eastman Plumbing charges $120 as our minimal charge to any service call which includes driving time (she lives approx 20-25min away) to do all that work for $140 would just not happen. The work order *** wrote up clearly ONLY said; "CONNECT KITCHEN SINK". To top all of that, this invoice she is not paying is only one of the invoices of 2 she needs to pay, she has not paid anything. The collections company we have hired works for us and would not tell her that the issue she is having is common to Eastman Plumbing and when I confronted them about it they replied with just that. *** is our *** and is in no way related to Eastman Plumbing or ***. Eastman Plumbing has standard rates we charge by our and/ or set rates for specific jobs. You can not give a set quote when not at the job to see exactly what needed to be done or what we are dealing with.
This is clearly a customer looking for deals/ a discount! If she wasn't; again why haven't they paid the other invoices, or the amount she felt she should pay????? In communication with *** and after reading her letter; it is filled with many inconsistencies- which leads me to believe she was not listening to a lot of things we were saying.
Being that the debt is in collections contact between *** & Eastman Plumbing can not and will not happen.
Complaint: ***
I am rejecting this response because:
first- my name is ***!! Second - the dates on the bills/invoices are not correct (as pointed out a number of times) I am in no way “looking for a deal” that’s absurd. As previously explained - take onus for what your employees say, and if that’s a problem, don’t give verbal quotes, ask for an email address or find another tactful way to provide written quotes. I was and have been waiting for communication that completely has been thrown to the way side by ***. I am not lying about the information/advised of other issues with ***, that communication has taken place, why would I dream that up?? the interesting thing to all of this is, and I have said this a number of times...the business, as in the work completed is fantastic, wouldn’t hesitate to recommend them, until the communication failed. And for your information, the invoices (both) HAVE been paid. Your loud exclamation marks, and lack of information have resulted in writing a reply that is nothing short of assumption, but then again it would have to be, because you don’t communicate.
if you didn’t plan to communicate, because it’s in collections, maybe YOU shouldn’t have lied and said you would call me back! And FYI: collections has advised me to call and speak directly with *** to resolve the matter, and provide information to *** that he might not be aware of re: verbal quotes, since I am not the only one this has happened to.
Sincerely
Sorry *** for the miss spelling of you name in my last response, honest mistake.
I am not sure why you say I have not communicated with you during this situation as we talked after you received the invoice you did not agree with and I explained to you why it was the price it was. It was left there, I was in the understanding the invoice was going to be paid after you talked to your husband, we did not here from you until I sent a reminder to pay the invoice. You called and talked to *** multiple times that day while he tried to explain to you that he would have not given you the price of $140 to install all the work we did for you considering that the work we do for *** costs more than the $140 and we work for them multiple times per month, meaning your bill would be more expensive as your kitchen sink is a one off install. You and *** did not get anywhere in that conversation so you told *** at that time that you were sending your husband in to speak with me at the store the following day, Saturday, I waited around all day for him to show up. You now say that *** was lying and that I was to call you? We then did not here from you till I sent the overdue invoices to collections, you now tell me that the collections collector told you that *** and I inflate the prices often and this is a common Problem they have. I talked to the collector to which she found your comment rather funny, she said that they would not ever say something of that sorts. She then continued to inform us that we are not aloud to have contact with any debtor that has been sent to collections so your claim that they gave you permission is very unlikely and you telling me that I lied about calling you back, I did not lye, I was told not to and the collector would look after it, I left it at that and would not return any of your calls in the last week. We have a great business reputation here in the Kawartha Lakes and beyond and we are not going away anytime soon.
If you have paid your invoices, thank you! I will send you a receipt as soon as I get confirmation.
Complaint: ***
I am rejecting this response because:
*** I am going to be very honest with you first of all and foremost I am rejecting this just so that I can reply to you. I have said to you that you do not communicate with me because just as you wrote you have had very little communication with me and it has just been ***, most of our communication has been most recent. I am not making up what the collection agency representative told me if her title is collector that’s how I will refer to her she told me at the beginning I was not allowed to communicate with you then she suggested that I do communicate with you. When you have brought those items up to attention for her I do believe that she probably laughed and maybe thought something was funny because when I brought up ***’s name she also did the same (I imagine) chuckle/laugh and say that she hears ***’s name all the time. I have absolutely 100% no reason to lie about that to make it up or make it manifested. In that regard you can just believe whatever you’d like to believe but I now feel that she is just playing both sides of us which is not helpful in the situation but nonetheless doesn’t make a difference in this situation either. I don’t know how else to spell out to you that the concern of mine is that your staff are saying things, believing your staff which you should be able to but when you have a customer who is saying no that was not the conversation I think that it’s important that you listen and call your customer directly to have a conversation, not wait. Obviously *** is going to say what he wants what he believes he said, I on the other hand I’m going to follow suit and tell you what I said and what I heard I cannot take into account/be responsible/ or even know what *** wrote down, nor can you be aware of what took place on my end. With that I’m saying that you should’ve stepped in and you should’ve communicated.I never told *** that my husband was going to come and visit you/see you /deal with this, my husband has had nothing to do with this all along and honestly doesn’t want anything to do with it. I don’t know where that came from other than from *** but again you were going to believe him because he works for you, you should be able to believe him but I’m telling you honestly, I never said that, and if you waited all day for him to come in is there any reason why you didn’t call and say I thought that you were coming in today so that we could sort out this matter but again you didn’t communicate it wouldn’t have killed you to pick up the phone and say are you coming in to discuss this matter I got a message from *** indicating that your husband was going to come in to resolve this matter.This easily could’ve been resolved much sooner without going to collections with out this back-and-forth mambo jumbo crab of he said she said and you could have just straight up called being the business owner. An empathetic apology goes far, in most situations.To sit back and think that you couldn’t pick up the phone to call me you couldn’t dig into the situation a little bit further to come up with resolution whether that was anything done to the bill or empathetically apologizing to the customer that there was a misunderstanding and miscommunication and just jump to a collection agency I think is the lowest of a business owner there with steps you should have taken and could have taken before going to a collection agency. *** I have told you this on the phone when I was finally able to speak to you (I think two weeks ago) I have said this to the collection agency and I have said this to ***, I thought that your business was exceptional, the men you have working for you did an exceptional job I am not saying anything different from that, what I am saying is to caution people about using your business when it comes to communication, when it comes to taking proper steps in communicating with customers whether it be questions or concerns, disagreeing with ***, or anything else. I stand firmly behind my words that your guys did do an exceptional job and that should not go unforeseen in this situation. I am not accusing you of lying, (you did say you would phone me back when you didn’t)or being shady, I’m accusing you of not communicating, as I have proven. You weren’t there when you should have been! It’s too bad things had to go this far, because they really didn’t, like I said a phone call from the business owner, to know he is aware, to hear him being empathetic about the situation and personally apologize, can go miles!
Sincerely
On May 26th, 2017 I was given a quote of $4,665.37 to re-do all the plumbing in the home I have just purchased. I hired Eastman Plumbing to do the work. I had purchased my own bathroom sink and Tub faucet to be installed and both were "defective" according to ***.They had installed mysink faucet while I was not home. That same day when I came home I ran the sink and noticed that my drain was not draining very well, it actually took about 10 minutes for the sink to drain when filled to the top. There was also a super slow leak under the sink that caused some water damage to some products that were stored under the sink. I contacted them about this and they were aware of the problem and blamed in on the "defective product" I had purchased. Now, weather the product was "defective" or not, there was absolutely no communication about it until I had called them out on it. At which point they offered to install one of their drains at a cost of $15. I agreed. I than received an invoice for $396.56 for them to come correct a problem that should have been dealt with that day had they had communicated the issues with the customer(Me), instead they came back and charged me service fees to correct something that should have been done the same day. They also never informed me that I would be charged an additional fee. I assumed this would be included in my plumbing as they did leave the job not up to normal standards and in my eyes, not finished. My shower head also leaks. They gave me three different reasons as to why it could be leaking, nothing has been resolved, it still leaks. Aside from the invoice for $396.56 I was also given an invoice for the whole job for $3,158.46, which I agree to pay and I've been sitting on a bank draft for him to have for a few weeks now but he's refusing to except it because I'm refusing to pay the $396.56. He's also threated to take the whole amount to collections if not received by October 6th. He's also threatened to charge me the original quote price if I don't pay.
Initial Business Response /(1000, 10, 2017/10/09) */
In May 2017 I was hired by *** to remove and replace all the plumbing needed in the home she had just purchased. We started work on the 2nd of August when *** had expressed her concern for the cost of the project, I had mentioned I would help where I can being that she is a single mom of 3 and we would do time and material and at the end of the project pick the cheaper price. The Invoice for $3158.46 was only a rough-in draw as we finished installing all the drains, vents and water pipe. The $396.56 was to install the toilet, tub trim, sink plumbing and then go back and fix the sink plumbing. (Very cheap price for all that might I mention). The problem with the sink drain not draining was the tap system that was purchased by *** it is a bad design that would never work in any situation. The shower faucet that is leaking was because when you turn the shower on the water comes out the spout and the showerhead at the same time.... I personally took the system apart and it as well is a bad design purchased by ***. *** her self said that the faucets she purchased were the cheapest ones, I can not make a cheap faucet work like an expensive one and I can not work for free especially to repair things I did not supply. *** was not informed of the issues with the finishing's because she was at work and did not know when she was off work to contact her so her *** made some of the decisions on her behalf seeing's that he was the contractor of this job . I let her know that if she refused to pay in full that I will be going back to the original estimate agreed by her for $4665.37 and what ever she refuses to pay will be going to collections. I have collected a bank draft for $3158.46 and now I am sending 1506.91 to collections.