Dan's Plumbing and Water Well

Initial Business Response /* (1000, 10, 2016/01/11) */
We are very sorry to hear that this customer is dissatisfied with the charges for work performed by our company, especially when all prior communication has been positive and this is the first time we have been informed of any problem....


Customer was informed in person (upon initial contact) that repairs would be approximately $450, but would exceed that cost if replacement of materials was required. Customer agreed to that, that was acceptable. Customer was present during all phases of work performed and saw and was informed that replacement of materials was necessary and cost would be higher. Customer agreed that work needed to be completed. Upon completion of work, customer was informed that charges were $1000, and agreed to have those placed upon their credit card. Later, customer asked for an itemization of the work performed. An itemized bill was sent which totaled $1210, reflecting a 17% discount, since they were only charged $1000 for the work. Our company never asked them to pay additional money for the work performed. The bill was considered paid in full. A second call came from the customer for a secondary problem (unrelated to previous work performed) and repair was made as a courtesy to the customer. This is not an unusual occurrence for us since we are a local, family business and we try to do this for our neighbors when we can. Charges for this work would have been $250, if customer had been charged. All tolled, the customer received work totaling $1460 for $1000, reflecting a 32% discount.
As for the complaint concerning not having water to the new house, installation of site water to working pressure in the new house before final inspection by the County is the responsibility of the general contractor and contracting plumber for that job, which we are not.
Direct communication regarding any issues would have been appreciated. Customer did not dispute charges for work performed with us or their credit card company, and never complained about quality of work performed.