Bryan Stuckert Plumbing Reviews (%countItem)
Bryan Stuckert Plumbing Rating
Address: P.O Box 325, Glenside, Pennsylvania, United States, 19038
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Address: P.O Box 325, Glenside, Pennsylvania, United States, 19038
Phone: |
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Add contact information for Bryan Stuckert Plumbing
I called Bryan Stuckert Plumbing, Inc. for a quote & to make two appts. I was quoted $124 per hr. & after 1 hr incremental billing every 15 minutes. This quote would include removing and disconnecting on 12/19 & reconnecting and installing on 12/23. On 12/19/19, one plumber removed toilet, removed pedestal sink base, disconnected washer and dryer & water line to refrigerator due to hardwood flood installation. He was in my home for 1 hr.@ $124. Prior to 12/23, the company called to cancel my scheduled appt. due to a death in the 1st plumber's family. I was told another plumber would come on 12/24 to install and reconnect previous job. On 12/24/19, two plumbers came to my home. The toilet and pedestal sink base were reinstalled & the washer & dryer were re-hooked. At my request, the water line was not reconnected on the refrigerator. The two men literally stood in my home for 45 minutes waiting to see if a small amount of water resulting from the reconnect under my dryer was a leak and claimed they needed to replace a part "just in case." In total, the job took 2 hrs. 15 min. I received a bill for $550 with no itemization. I called to report that my toilet was no longer flushing paper since they reinstalled it & asked for an itemized bill. I was told by Bryan Stuckert that in 24 years, he has never provided a customer with an itemized bill. They set an appt. to return on 1/10/20 to look at the toilet, but Stuckert said he would take no responsibility and he would not provide a quote. I cancelled the 1/10 appt. prior to the date. On 1/11/20, I received an itemized bill for Labor 1 man@$124 for 12/19/19 and Labor 2 men @ $390 for 2.5 hrs. w/material $27. Problem - I agreed to the quote of 1 man for both visits @ $124 with incremental 15 minute charges. I was overcharged by $111, misled and inconvenienced with a cancelled appt. My toilet also does not properly work. I now must get it fixed. I have also found other complaints online about this company overcharging. It should not happen.
This email is in response to complaint ***We were contacted to do the work as explained by the complaintent. The disconnect was done as requested on 12-19-19. We were scheduled to have the same plumber return on 12-23-19 to reinstall the fixtures and appliances. On 12-21-19 the plumber who was supposed to return to do the reinstall had a sister pass away. He took the following several days off to deal with family. We cancelled the appointment on the 23rd and rescheduled for the 24th. There were two plumbers that did go to the house for the install. We do charge more for two plumbers but the work tends to get done much quicker (at a minimum moving appliances and cleaning up get done quicker) We completed the work and sent the customer an invoice on 12-31-19. The customer called our office a day or so after receiving the bill complaining about the cost. I then received a call on my cell phone from the customer telling me that her toilet was not working properly and that a family member that discovered the issue was a lawyer and told her she was taken advantage of because the bill was not itemized I told her I could not discuss the invoice at that time because I did not have any information in front of me. I told her we would come and look at the issue with the toilet. She requested that there not be a charge for us returning. I informed her that there would not be a charge if the issue was due to something we did. If it was discovered that the issue was not something we did then she would get charged for the repair (This is standard practice in every trade that I am aware of). If something was flushed down the toilet that blocked it up that would not be something the installer should be liable for. The customer was also complaining on how long the work took to reinstall the fixtures and appliances. I did tell her it always takes longer to reinstall the remove items but she did not want to hear that.The customer did complain that the invoice was not broken down between time and material. I informed her that for 24 years we have been billing the same way. I also informed her that I would get a broken down invoice to her which I did. The customer left several threatening voice mails at our office saying that she was turning this over to her lawyer and that she was going to smear our company all over the internet. She stated that it was not her issue the plumbers sister died and should not effect him coming back.We have been in business for 24 years and all of our work comes to us through referrals from our customers. I believe this says a lot about the integrity of our company. If we do something wrong we will do everything in our power to resolve the issue. However, a customer should not take advantage of usif me did nothing wrong.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: It is so unfortunate that this plumber has falsely accused me of leaving threatening messages when all I stated was that I was not notified that two plumbers were coming to my home nor that I would be charged more for two plumbers when the original plumber was to return to my home to finish the job he started. If I left such threatening messages, why did they not report me? Also, I chose to appropriately contact the Revdex.com with hopes that I would be treated fairly and no one would ever be inappropriately overcharged like I was. It is unfortunate that this company has never respected their customers and provided an itemized bill. That is and should always be a standard practice. I also contacted the Revdex.com after I googled this company and uncovered two complaints that referenced being overcharged by them. The prior customers obviously felt that they had also been unfairly treated. Instead of providing good customer service, they are now trying to slander my name and provide false accusations. I wanted the difference subtracted from my bill and expected them to honor the initial estimate and charge. It is unfortunate that an employee had a death in the family, but that should have resulted in an apology to me for cancelling my appointment and honoring the original estimate/charge per hour for one person. Instead, I now have a toilet that is not working properly and an inflated bill. I am reporting this so no one is treated in this poor manner again. Yes, an attorney in my family discovered that my toilet was not flushing appropriately after he used it. He asked to review my bill and recommended that I follow up with the plumbing company for an adjustment. No threats were made at all. I received poor service and I reached out the Revdex.com for help. Shame on you for resorting to such unethical behavior to protect your unsavory business practices.
Regards
This is in response to complaint ***As far as the messages the customer left on our voice mail I believe they were threatening. When a customer says they are going to call the news station and smear our name all over the internet I take this as a threat. It may not be a physical threat but it is threat. Telling me the person that noticed the issue with the toilet was her attorney and that they asked to see the bill can also be taken as a threat. Not sure why lawyer should be spoken about unless you are threatening to use them against a person. The work was performed faster with two people on the job as I stated before.As far as telling me what standard practice should be in my business is an insult. I have been in business for 24 years. I must be doing pretty well at running this business respecting my customers because I believe most small businesses fail with-in 5 years. My business is 99% referral based which also says a lot.(I was refereed to this customer by one of my customers that I have been working for 20 years)To state that you should be the one receiving an apology because we had to reschedule due to a death is ignorant in my eyes. You left a message in our office stating that why should you be rescheduled the death was not your problem. I did look through the internet at our company reviews and I can say I am proud of them. I did see on poor review on Angies list but there was not a name or date to try and figure out what went on in that case.I do not believe anything that is done will satisfy this customer. I am standing by the work we performed for the price we charged.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I have contacted the Revdex.com because this is the most appropriate resource to report and document insufficient and unfair treatment from a business. This plumbing company quoted the price for labor and service for one employee that would be complete my requested job in two visits. I agreed to the amount that was quoted and received two appointment dates. As a result of the initial quote and agreement, I expected that the owner of the small business would honor the initial quote. Unfortunately, this did not occur and I was charged for two individuals to complete the job during the second visit. Please note that job was not properly done. It resulted in a toilet that no longer adequately flushes and although I was charged for a part to ensure leaking would not occur in my dryer when placed on steam cycle, the two men were not able to resolve the issue after standing in my home for 45 additional minutes. As a result, the dryer was left partially disconnected because the men could not guarantee that it would not leak. It is important to note that my dryer did not leak before the original plumber disconnected it on the first visit. The two men had already been in my home for 2 1/4 hours without resolution so I decided to end the visit. As a result, they left my home. Little did I know that I would receive an inflated bill because two men showed up at my home instead of the one that I had originally agreed to (and there were issues with a toilet and dryer).
The accusation that I left threatening messages on the company's voicemail is false. If you read my previous responses, the person that discovered that my toilet did not properly flush was a family member who is an attorney. This family member asked to see my bill out of concern because it was evident that the job had not been properly completed. I was advised to call the company and explain that I had been overcharged for an additional worker and my toilet was not properly flushing. Asking for an itemized bill to understand the charges is also not an inappropriate request. Additionally, asking that the company honor the original quote is also appropriate.
I certainly understood that the original plumber could not return due to the death of a family member, but my expectation was that my service would be completed in a timely manner. I agreed to a delay in service by one day, but to be called ignorant by owner of the plumbing company is extremely unprofessional and uncalled for. Apparently, this small business does not have enough employees to alleviate service delays should an emergency arise within their organization. I was the victim of delayed service and instead of receiving an apology, I was insulted for asking for an adjustment to a bill that was inflated.
I most certainly can be satisfied. My ask is that this small business honor the original quote which included two visits with one employee, not two. I am asking they provide an updated adjusted bill. I did receive a referral from another company that previously did work in my home. This company provided excellent and fair service. Unfortunately, I did not receive the same from this plumbing company. This issue can be easily resolved. I did see two other customer complaints on the internet. I have reached out to the Revdex.com because I do not want anyone else to receive this unfair treatment and inflated charges from this company. I hope that others will now have the opportunity to decide if they want to experience the same treatment that I was subjected to. If this owner claims that he has a great reputation and he has always been fair to his customers, he should honor what his receptionist originally quoted when I made the initial call. That is good business. The Revdex.com and local television stations are often the only way consumers can be properly represented when businesses treat them unfairly. It also prevents it from happening again. I am only speaking up to represent myself and future customers who could possibly be subjected to unfair treatment. Again, it is unfortunate that this plumbing company does not want to do what is right.
Regards