Concerns Level 1 service call $49 No tool diagnostic fee level 2 service call $89 tools used to diagnose $189 service contract in customers case it would have been $49, but work was done so NO service call was charged or service agreement sold. Customer has had this explained by Nate and Dave....
This is shown on invoice as far as price goes we are a flat rate plumbing company as are most plumbing companies are. Not a time and material or hourly. We use a price book where jobs are priced individually this book is done by a 3rd party consultant based on National Averages across the plumbing industry. On this particular job we gave the customer a lower rate than the price book states. According to our price book this job should have been $810.00 we only charged the customer $750.00. Even if we would go by a time and material standard we had 3 plumbers on site to get the job done faster, and 1.5hrs were used. This would equal 4.5 hours if only one plumber was present. At a reasonable rate of $189.00 per hour would equal $850.00 plus light material of $25.00 making it 850.00. As you can see our price is justifiably lower than customer was charged. We feel the customer is being unfair with her request of money being owed back to them. The quote was giving on 12-29-15 and the job was completed on 12-30-15. the customer called us back to do the work 24hrs later. This call was not an emergency. They had time to think about it. If they felt the price was to high they could have use a different Plumber. The whole time it was there choice. I feel that the customer is focused on the fact that 3 plumber got a 4.5hr job done in 1.5hrs and wants to only pay hourly. The customer was aware the whole time that the job was going to cost them $750.00 the whole time. Even signed our invoice stating that they were happy with the work. Please see attachment. Thank you,Nate [redacted] owner
Revdex.com:
I have reviewed the response made by Mr.Nate T[redacted] of Thornton Plumbing in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.
Thank you, Mr. T[redacted] for your response. Based upon your invoice which is also your work order, there is no reference of your service rates. This job was quoted on 12/30/15 in our bathroom after Dave Z. and another Thornton associate evaluated our bathroom and verbally quoted “$1,000” for the job. Our immediate response was “we will not pay that amount.” We then reminded your team the job was labor only and all parts were provided. Your associate re-quoted the price verbally at “$750.” The scope of this job was to remove quantity 1 of a 12” tile and install the Delta shower on /off handle (which we provided.) The reason this was a 3 man job was due to the fact that initially, Thornton Plumbing sent 2 men to start the job, then called Mr. T[redacted] to bring the appropriate tools. The tile cutter is a hand tool that is safely operated by only one person. Removing the 1 tile created a 12” square opening to expose the plumbing where the shower handle was installed. It took approximately 5 minutes to cut the tile. It was not humanly possible for 3 men to be working at the same time on this job due to the 12” space and scope of the job. The concern is with Mr. T[redacted] quoting / price rate used for the job, due to the duration of overall time of the job. The concern has not been the amount of men deployed by Mr. Thornton for the job. Mr. Thornton will recall that one man was doing the work while the 2 other men were standing around watching. It was the expectation that the scope of work and the rate quoted equaled the time and labor. We agree, we had a choice to use another plumbing company and when we turned off our water we panicked and did not price shop this job. This complaint is not about Thornton Plumbing deploying 3 men for the job. This complaint is in regards to the haphazard quoting by Thornton Plumbing and the expectation that the scope of work performed and labor rate (based upon 1.5 hours of labor) would be comparable to other pluming companies in the Noblesville area. It is with this in mind we request a partial refund in fairness to the satisfactory work that was completed and based upon the inaccurate price quote for this job.
Sincerely, -[redacted]
Concerns Level 1 service call $49 No tool diagnostic fee level 2 service call $89 tools used to diagnose $189 service contract in customers case it would have been $49, but work was done so NO service call was charged or service agreement sold. Customer has had this explained by Nate and Dave....
This is shown on invoice as far as price goes we are a flat rate plumbing company as are most plumbing companies are. Not a time and material or hourly. We use a price book where jobs are priced individually this book is done by a 3rd party consultant based on National Averages across the plumbing industry. On this particular job we gave the customer a lower rate than the price book states. According to our price book this job should have been $810.00 we only charged the customer $750.00. Even if we would go by a time and material standard we had 3 plumbers on site to get the job done faster, and 1.5hrs were used. This would equal 4.5 hours if only one plumber was present. At a reasonable rate of $189.00 per hour would equal $850.00 plus light material of $25.00 making it 850.00. As you can see our price is justifiably lower than customer was charged. We feel the customer is being unfair with her request of money being owed back to them. The quote was giving on 12-29-15 and the job was completed on 12-30-15. the customer called us back to do the work 24hrs later. This call was not an emergency. They had time to think about it. If they felt the price was to high they could have use a different Plumber. The whole time it was there choice. I feel that the customer is focused on the fact that 3 plumber got a 4.5hr job done in 1.5hrs and wants to only pay hourly. The customer was aware the whole time that the job was going to cost them $750.00 the whole time. Even signed our invoice stating that they were happy with the work. Please see attachment. Thank you,Nate [redacted] owner
Revdex.com:
I have reviewed the response made by Mr.Nate T[redacted] of Thornton Plumbing in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.
Thank you, Mr. T[redacted] for your response. Based upon your invoice which is also your work order, there is no reference of your service rates. This job was quoted on 12/30/15 in our bathroom after Dave Z. and another Thornton associate evaluated our bathroom and verbally quoted “$1,000” for the job. Our immediate response was “we will not pay that amount.” We then reminded your team the job was labor only and all parts were provided. Your associate re-quoted the price verbally at “$750.” The scope of this job was to remove quantity 1 of a 12” tile and install the Delta shower on /off handle (which we provided.) The reason this was a 3 man job was due to the fact that initially, Thornton Plumbing sent 2 men to start the job, then called Mr. T[redacted] to bring the appropriate tools. The tile cutter is a hand tool that is safely operated by only one person. Removing the 1 tile created a 12” square opening to expose the plumbing where the shower handle was installed. It took approximately 5 minutes to cut the tile. It was not humanly possible for 3 men to be working at the same time on this job due to the 12” space and scope of the job. The concern is with Mr. T[redacted] quoting / price rate used for the job, due to the duration of overall time of the job. The concern has not been the amount of men deployed by Mr. Thornton for the job. Mr. Thornton will recall that one man was doing the work while the 2 other men were standing around watching. It was the expectation that the scope of work and the rate quoted equaled the time and labor. We agree, we had a choice to use another plumbing company and when we turned off our water we panicked and did not price shop this job. This complaint is not about Thornton Plumbing deploying 3 men for the job. This complaint is in regards to the haphazard quoting by Thornton Plumbing and the expectation that the scope of work performed and labor rate (based upon 1.5 hours of labor) would be comparable to other pluming companies in the Noblesville area. It is with this in mind we request a partial refund in fairness to the satisfactory work that was completed and based upon the inaccurate price quote for this job.
Sincerely, -[redacted]