Fletcher's Plumbing and Contracting, Inc.

Mrs. [redacted] and myself talked about her mishap with my employee and she stated that she felt misinformed, I apologized to her and ask what she thought was a fair correction on Friday, June 10, at or around 2pm. Mrs. [redacted] said she had called other business and they quoted her 150.00+...

for the repair minus the filter, I agreed to do better as we have been in business to long to have unhappy customers and that we hold are self’s to higher standards. We have agreed to give this customer a complete refund, in hopes that this will satisfied her. If there are any further concerns please feel free to give my office a call. [redacted], HR & Benefits ManagerFletcher’s Plumbing & Contracting, Inc[redacted]

11/13/2017 Customer, [redacted], requests a bill based on time and materials. 11/13/2017 [redacted] from Fletcher's contacts [redacted] by phone and electronic receipt was sent via email to [redacted] (attached)11/13/2017 Customer not satisfied with...

receipt. 11/14/2017 [redacted] from Fletcher's responds with the following email:Good Afternoon Ms. [redacted], I was able to get with the technicians early this morning so that I was clear on what was quoted.I hope this is helpful.  If you have any questions, please give the office a call. According to the records I have before me these are the original quotes given at various points during the service call: $  675.00         A - Initial quote: Pumped Septic Tank/Disposal, Lids Exposed $ 1,500 – 1,800           B - Verbal quote to Jet and camera tight lines to clear/pass inspection (did not include any repairs)                        Jetter Trailer and camera equipment were brought out however went with work noted below $ 1,485.00       C - Hand dug trench 2’ depth x 8’ length to expose outlet at Septic tank and crushed tight line.                        Hard dig, dead pan, needed extra equipment                        Replaced 6’ of tight line                        Installed cleanoutReplaced santee fitting inside septic tankBackfilled trench Breakdown of total $1,967.00:$    675.00       A – original quote$        0.00       B – Did not do$ 1,292.00       C – Discount of $193.00 applied to repair quote Thank you, [redacted], Manager11/15/2017 Customer says this is not a quote for time and material. Asks for the hourly rate and the cost of materials11/15/2017 [redacted] called and left a message on the phone with the customer. No response since then from the customer. The customer did receive a discount ($193) and payment was received for the work done. Fletcher’s considers this complaint resolved.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Good Morning,  When a customer calls in they are advised we charge a call out fee and that the technician will give them a flat rate based on the job.Technicians carry a flat rate book that they quote from.  This price is based on the job and not broke out into time and material.Please give us a call if you have any questions. Thank you, Crystal Edwards, Manager 530-673-2489

I am rejecting this response because: I was not called on 11/15/17. A call was not what I requested.I asked for a time and material billing. Still haven’t received.

Review: They fixed a leak in our house. The repair was low quality and started to leak one month later. They asked for credit card before coming out to check.

On October 1st I called Fletchers Plumbing to come out and fix a leak at a rental house. They came out made a hole in the wall made a low quality fix and left. One month later our renters call us to let us know that the leak was back. We called Fletchers to let them know and they wanted a credit card before going to check on the leak. I told them that when they first came out I made a quick payment within 24 hours of the repair. The receptionist didn't care, we asked for the owner and he didn't care as well. They would not check on their faulty repair unless I gave them a credit card. I am really disappointed with their service and now I have to pay someone else to fix the same problem. I would understand if we delayed payment but we paid within 24 hours of the repair done. Desired Settlement: To pay whatever it will cost me to hire another plumber that will fix it right the first time around.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted] Office Mgr

Contact Phone: XXX-XXX-XXXX

Contact Email: **@fpci.us

9/30/13 [redacted] called in to set up an appointment for a rental property he owns located at [redacted] St, [redacted] CA XXXXX. He was informed at this time that we could service him same day but due to the fact that he did not have a billing account setup with us, he would have to provide payment upon completion of job which is our policy. Mr. [redacted] stated that he was out of town and he was told the technician could take his credit card information over the phone once the job was completed. Later that day the technician who was onsite closed the job and informed the office that Mr. [redacted] declined paying once the work was completed. The office called Mr. [redacted] multiple times, left a voice mail to call in regarding payment with no response. The following day Mr. [redacted] called and requested an invoice and said he would mail a check. We received the check on 10/7/13, the delayed payment delayed processing the paperwork to the next week's cycle of closing.

Mr. [redacted] called approximately 1 1/2 months later regarding problems at his rental property, he felt it was a recall issue not a new problem. The office stated to Mr. [redacted] that Fletcher Plumbing's policy is that work is due upon completion of the job, we do not bill anyone without prior credit approval and he would need to pay by check, cash or credit card to the technician. If the problem was due to prior work done by Fletcher's, there would be no charge, but if it was a new issue he would need to pay the technician upon completion.

Due to the fact that upon completion of the first job we had done for Mr. [redacted], that he would not give the technician a credit card number and that he insisted he would mail a check in contrary to our company's payment policy, we were insistent on getting a credit card number prior to sending a technician out the second time.

Mr. [redacted] refused to provide us with any billing information and informed me he would give us a negative review, he didn't state where. Please feel free to contact us if you need any further information.

Review: I have a rental house at [redacted]. The shower valve was leaking and my renter could not get it to turn off. He called Fletcher to come out. The repair man was let in by a neighbor as my renter could not get off work. The repair guy first calls me to tell me that he needs to tear out the tile and replace everything to the tune of $1200. I told him no and he said that he couldn't get in because the screw was stripped. I guess he thought I was a stupid old woman. I told him to drill it out to find out what was wrong. He said that he did not know if he could do that. Even I could have done that. Fifteen minutes later he calls back and said it was all fixed; just a valve and a screw. He had to have a CC immediately and charged me $349.62. I called four times in 2 weeks asking for an itemized bill showing parts and labor. I finally got sent an invoice stating a flat rate. I never approved such a large fee for so little work. I have checked other plumbers and have been told I was charged at least double what it should have been. I was not quoted a price before he did the work and I could have gotten a different plumber for $100 to $150. They just want to take advantage of me since I was not in the area at the time and because I am a woman and a senior citizen. What a terrible way to do business. I never approved an amount before he did the work.Desired Settlement: Charged as it should have been. $100 to $150.

Business

Response:

Mrs. [redacted] and myself talked about her mishap with my employee and she stated that she felt misinformed, I apologized to her and ask what she thought was a fair correction on Friday, June 10, at or around 2pm. Mrs. [redacted] said she had called other business and they quoted her 150.00+ for the repair minus the filter, I agreed to do better as we have been in business to long to have unhappy customers and that we hold are self’s to higher standards. We have agreed to give this customer a complete refund, in hopes that this will satisfied her. If there are any further concerns please feel free to give my office a call. [redacted], HR & Benefits ManagerFletcher’s Plumbing & Contracting, Inc[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Shoddy work that need to be redone, overpriced, caused safety issues, also rude when called back to try and have them fix the problem they caused.