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Eric's Plumbing and Drain Cleaning

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Reviews Eric's Plumbing and Drain Cleaning

Eric's Plumbing and Drain Cleaning Reviews (1)

To Whom It May Concern:The customer sent the following email at 11:pm on February 5, 2016:I just opened this invoice thinking it was your bid I talked to my wife and just found out you charged me to come by to give me an estimate to finish my basement and you charged me? Are you kidding? I asked the lady who set up the appointment if you were an 8-pm guy like my work and she said yes So I scheduled the appointment for pm That was the first strange thing I work as an engineer for a living and I don't charge to write estimates after I visit a site? I also don't charge $130/hour to do it I was never told of a fee to have you come by, by you or the person setting up the appointment You were a referral from two neighbors You know how important those are I have a few options You reverse the charge and I consider using you still to work on the basement, I call the bank and claim fraud, I can go to the Revdex.com and report you, I can also NOT recommend you when asked, etc This infuriated me when I just found out I have had many people work on many homes I have owned, and rentals, and never did I pay for someone to come by for an estimate You duped my wife into charging me when I wasn't there and never brought it up to me You said you were going to send me an estimate, not an invoice.Respond by Saturday or I will take action.thank you.[Customer]We attempted to call the customer twice to resolve the issue, with no responseWe sent the following email response at 8:am on February 6, (less than hours later):Your demands have been met, and the charge has been reversed, even though your wife was told of the charge the moment I walked in the doorYou may not realize it, but the job I came to do (the job you needed me to do!) was a diagnosis of the bad plumbing, not just a bid to simply replace your pipesThe charge was only for the diagnostic; the bid for the future plumbing job you asked for is free You asked my call center if we offered free estimates and she said yesShe assumed that you really wanted to have your pipes replaced, not just find out if they were bad This becomes the place where there is a difference between an estimate and a diagnosticSir, I feel like you are the one who duped meYou have now gotten something for free: my time and opinion and service in the matter of your diagnostic while I sit here with nothing to show for itWe do our best to provide excellent service to all our customersUnfortunately, there are those who try to take advantage of a free estimate and want to have all their plumbing needs assessedThus, when I examined your pipes and found that they did not need to be replaced and that they met code, it became a diagnostic fee of $I could have been dishonest and given you a bid to replace the pipes That is not how we operateI had just finished the bid when I saw the email from you this morningUnfortunately, the way you went about with your demands leads me to believe that you are not an honest person and that you would not honor having me do the work with a reasonable bidWe do not appreciate threats and bullyingBecause of that you will not be receiving a bid from meIt appears that our company is not the best fit to do work for you, so there is no need for you to call me in the future nor to refer me to your friends.Obviously there was a miscommunication somewhere as I do not answer my own phones, but I do charge for diagnosticsI'm sorry that this unfortunate thing occurred with youBest of luck with your plumbing needsEricAlso, the customer's credit card charge was reversed at 8:am on February 6, (hours and minutes after the customer sent the email).Unfortunately, there was a miscommunication between the call center and the customer regarding the time Eric was supposed to arrive The call center made the customer aware that Eric was not available at pm, but he could come first thing in the morning Somehow, the customer did not understand that although it was confirmed with the customer twice The customer told the call center that he wanted a bid on replacing the pipes in his home If that were the case, it would be a free estimate When Eric arrived, he was made aware that the customer wanted to know if the pipes NEEDED to be replaced, which changes the visit from an estimate to a diagnostic, for which a fee of $is charged The customer then asked for a bid on a basement bathroom, which was not indicated at the time of the call to set up the appointment.Eric's Plumbing has resolved the customer's complaints to the best of our abilitySince there has been no verbal communication with the customer, we were unable to discuss the situation and prevent the situation from escalating to this point We feel that the customer is being unreasonable in even submitting a complaint, since we refunded his money in an EXTREMELY timely manner

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