My Favorite Plumber Plumbing and Heating

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The issue I have with this business is the lies that they told and continue to tell in their response to you. My mother is sitting here with me as we write this, so this is not a he said/she said. In fact, she states she specifically asked the business if there was a service charge and they said no and they could not provide any type of an estimate over the phone. She also reports that the woman on the phone was very short and rushed with her and would not provide any information. There is no standard service charge advertised by this business as evidenced by their website, what this woman told me over the phone, and the fact that their technician did not know what they would try to charge until he called in. That amount by the way was over $150. It is normal and customary for a business to provide an estimate prior to doing work or at least disclose their service fees up front, something that was never done for my mother. It is true that the technician himself conducted himself professionaly and was never rude. The same can not be said for this woman on the phone. When I called and spoke to her, I was neither belligerent or rude. I questioned whether there was any discussion of price which I already knew there was not. I questioned what their standard service fee was and if they had this in writing somewhere, and she said they did not. I explained to her that my mother never expected the price to be so high, and having some basic knowledge of plumbing myself, I agree that it was much too high. Had these prices been disclosed prior to the technician's visit, she would have never allowed them to come to her home. As no work was done, it was fair to assume that no money should be paid. Having said that, we are all business owners as well and understand the value of time. While we did not see fit to pay over $150 for what amounted to an estimate, we were prepared to offer some money to the technician in good faith. This was purely for his benefit, as this woman on the phone has lied to myself, my mother, and now the RevDex.com multiple times now. It is true that I have no proof she is lying besides the word of myself and my mother, but you also will not finding anything in writing signed by myself or my mother stating what the price would be or what a service charge would cost. Likewise, whether they record their phone lines or not, you would not find such a recording as this conversation never took place. What you would find is that, in fact, it was the woman on the phone at this business that was belligerent with me. When I called to ask my questions and discuss with her, she rudely cut me off multiple times and tried to tell me this was none of my business and got more and more agitated before she eventually hung up on me. Also of note, the technician left the house after accepting my mother's money without leaving a bill. He did return a short time later at the direction of this woman on the phone and attempted to have my mother sign something. She smartly refused. I view the actions of this business as disengenuous, misleading, and bullying. I will never do business with them again and I would advise everyone else to steer clear as well. Regards, [redacted]

[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because:After most of my entire day was lost, I was offered a free service for being late. Apparently there was no estimate given before starting the work. Then an invoice was given after 20 mts later of finished work. I have refused to sign because the invoice was presented. Surprised by this, I have requested plumber to input all the events that were happened since 8:30 AM (the sequence of events was already provided to Beth in my first letter itself). The Plumber not only refused for that, but trespassed into my home and attempted to take pictures without my permission. Upset by this, I have shouted with a bigger tone " this is rude and unprofessional". In return, I was abused by plumber using "F" word while he stepped out of my home. It is a lie that the plumber did not trespassed, not abused me and Beth not offering free service. Regards, [redacted]

From: Gemma M***Date: Mon, Oct 16, at 10:AMHello, My name is Gemma M*** I am the manager here at my favorite plumber. We recently received a complaint from one of our clients *** *** through the Revdex.com.Claim ID # *** Since this claim has been made on
10/10/, we have spoke with *** *** regarding the issue and will be going out to her house on 10/20/2017 @ 8:00AM to resolve the issue. Please let me know if you have any questions Thank you,

September 5, 2014Dear *** ***,I am writing in regards to your letter/complaint ID ***.When *** *** called our company to schedule, I personally spoke with herShe explained that her tub and shower valve was leaking and had been leaking for quite Some time and now the
shut off valve had also started leakingOur office has procedures which we explain to EVERY customer that callsI explained to her that I was not sure if the plumber would be able to repair the faucet, due to the age and if it was not repairable, it would have to be replacedShe was agreeable to that, I also picked up on the fact that money might be an issue, due to the fact that the leak had been going on for so long, I also explained that our company does not give estimates for what we consider "service" workÉ, when we came out and she did not Want, or could not at that time do the work, we would charge a service charge, but that would be credited when she decided to do the workI also explained that we are willing to work out payment plans if need beThe day my technician went there, he explained the same thing to herIt was only then that her son got involvedHe called my office very annoyed and belligerent, about how dare we charge his motherHe didn't even know about itI explairied our procedures again to himIt then became a he said/she said situationI at that point, simply told the technician to leave a bill, fully expecting that we would not be paidHer son called after the fact, not really having any of the factsI do not think it is rude to explain our procedures to himI did not bully anyoneIn fact, I did not speak to *** *** that day at allI am not sure who he thinks was bullyingI will not let someone call in, who thinks they know what is going on and tell me what was said or not saidAs I stated earlier, I spoke with *** *** myselfThe other point I would like to make is this, he said he should not have given my technician the $35, but felt it was fair to compensate his for his timeWhy does the customer get to decide what is fair to compensate my technicianI don't go to the grocery store and tell them I am only paying $for a gallon of milk because I feel that is a fair price for the milkWe run a businessI have overhead, a lot of itI am sorry if he was insultedAll of our pricing is available over the phone.Please feel free to contact me at the office should you have any further questions or concerns.Respectfully,Mary Beth J

January 15, 2016Dear [redacted],In response, I am not sure how much more specific [redacted] is looking for. I have recounted the day, apologized and stated the facts, if he can be a little more detailed in what explanation he is looking for in asking for in regard to the sequence of the day, will try to accommodate him.I AT NO TIME STATED THAT OUR SERVICE WOULD BE FREE. We have been in business since 1989. No one in 2016 is sending anyone technician for free. We are no exception. If you look back through our track record you will find very little negativity regarding our company. Common sense would say, you cannot make money if you drive your trucks around for free.The plumber did not attempt to trespass into the home. [redacted] refused to pay the bill.Respectfully,Mary Beth J.

12/19/15Dear [redacted],In response to the above ID number would like to share a few things. [redacted], did indeed call for service. As explained to him, plumbing is not an exact science. Our technician was running late. We had an emergency come in early that morning, a large emergency. I do...

realize that [redacted] was inconvenienced. I did apologize to him and also, before sent my technician out, if he still wanted me to have someone come out. He said yes, he wanted someone to come out. AFTER my technician completed the repairs and handed the man an invoice, [redacted] told my technician that stated that the work would be free. I never said that. When my technician passed the information on to [redacted], he started streaming and cursing at him.Please call with any questions.Mary Beth J.Office Manager

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:  The issue I have with this business is the lies that they told and continue to tell in their response to you.  My mother is sitting here with me as we write this, so this is not a he said/she said.  In fact, she states she specifically asked the business if there was a service charge and they said no and they could not provide any type of an estimate over the phone.  She also reports that the woman on the phone was very short and rushed with her and would not provide any information.  There is no standard service charge advertised by this business as evidenced by their website, what this woman told me over the phone, and the fact that their technician did not know what they would try to charge until he called in.  That amount by the way was over $150.  It is normal and customary for a business to provide an estimate prior to doing work or at least disclose their service fees up front, something that was never done for my mother.  It is true that the technician himself conducted himself professionaly and was never rude.  The same can not be said for this woman on the phone.
When I called and spoke to her, I was neither belligerent or rude.  I questioned whether there was any discussion of price which I already knew there was not.  I questioned what their standard service fee was and if they had this in writing somewhere, and she said they did not.  I explained to her that my mother never expected the price to be so high, and having some basic knowledge of plumbing myself, I agree that it was much too high.  Had these prices been disclosed prior to the technician's visit, she would have never allowed them to come to her home.  As no work was done, it was fair to assume that no money should be paid.  Having said that, we are all business owners as well and understand the value of time.  While we did not see fit to pay over $150 for what amounted to an estimate, we were prepared to offer some money to the technician in good faith.  This was purely for his benefit, as this woman on the phone has lied to myself, my mother, and now the Revdex.com multiple times now.
It is true that I have no proof she is lying besides the word of myself and my mother, but you also will not finding anything in writing signed by myself or my mother stating what the price would be or what a service charge would cost.  Likewise, whether they record their phone lines or not, you would not find such a recording as this conversation never took place.  What you would find is that, in fact, it was the woman on the phone at this business that was belligerent with me.  When I called to ask my questions and discuss with her, she rudely cut me off multiple times and tried to tell me this was none of my business and got more and more agitated before she eventually hung up on me.
Also of note, the technician left the house after accepting my mother's money without leaving a bill.  He did return a short time later at the direction of this woman on the phone and attempted to have my mother sign something.  She smartly refused.  I view the actions of this business as disengenuous, misleading, and bullying.  I will never do business with them again and I would advise everyone else to steer clear as well.
Regards,
[redacted]

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:After most of my entire day was lost, I was offered a free service for being late. Apparently there was no estimate given before starting the work. Then an invoice was given after 20 mts later of finished work. I have refused to sign because the invoice was presented. Surprised by this, I have requested plumber to input all the events that were happened since 8:30 AM (the sequence of events was already provided to Beth in my first letter itself). The Plumber not only refused for that, but trespassed into my home and attempted to take pictures without my permission. Upset by this, I have shouted with a bigger tone " this is rude and unprofessional".  In return, I was abused by plumber using "F" word while he stepped out of  my home. It is a lie that the plumber did not trespassed, not abused me and Beth not offering free service.
Regards,
[redacted]

Review: This is regarding service at my mother's house. She reports she called them about a bathtub/shower that needed repairs including a new faucet, shower head, bathtub drain and pipe evaluation. She asked them for an estimated price. She reports the call taker was very hurried and could not remember between several calls who she was or what the appointment was for. The call taker told her she could not give a price without seeing the job that needed to be done. A time was set for a plumber to come to the house to do the job. No price was ever set.On the day of the appointment the call center contacted my mother and said they would need to adjust times. My mom said this would not work as she had to go to work. They ended up sending a plumber over in the morning. Upon his arrival, he stated it would be $700 to do all the work or he could go get parts for repairs that would not look uniform, and this would cost $300 to $400. After my mom discussed this with me, we decided the price was too high and said no thank you. The plumber was instructed to collect $105 for the service call. We stated this was too high and no price was ever mentioned for the estimate and no contract had been signed. They acknowledged no contract or price advertised but said they wanted this much. We offered $35 for the service call.I spoke to the supervisor on the phone who gave me a guilt trip about the money, then she lied and stated she had discussed the price with my mother. My mother again confirmed this was not true. In the end the supervisor stated they would leave an invoice for us. We gave the plumber on site the $35 we had offered. We do not intend to pay the rest of the charge and I am not happy with the lack of transparency, the pricing, the lies, or the pressure and lack of professionalism by the supervisor. My mother was left in tears adn she felt very bullied. The plumber on site was professional, it was the supervisor I spoke to that caused the issues.Desired Settlement: I think that "My Favorite Plumber" owes my mother an apology. Really, I should not have given them the $35, but I felt it was fair to compensate the plumber on site for his time. But this supervisor was terrible and unprofessional and a bully. And worst of all, she lied about her conversation with my mother.

Business

Response:

September 5, 2014Dear [redacted],I am writing in regards to your letter/complaint ID [redacted].When [redacted] called our company to schedule, I personally spoke with her. She explained that her tub and shower valve was leaking and had been leaking for quite Some time and now the shut off valve had also started leaking. Our office has procedures which we explain to EVERY customer that calls. I explained to her that I was not sure if the plumber would be able to repair the faucet, due to the age and if it was not repairable, it would have to be replaced. She was agreeable to that, I also picked up on the fact that money might be an issue, due to the fact that the leak had been going on for so long, I also explained that our company does not give estimates for what we consider "service" work. É, when we came out and she did not Want, or could not at that time do the work, we would charge a service charge, but that would be credited when she decided to do the work. I also explained that we are willing to work out payment plans if need be. The day my technician went there, he explained the same thing to her. It was only then that her son got involved. He called my office very annoyed and belligerent, about how dare we charge his mother. He didn't even know about it. I explairied our procedures again to him. It then became a he said/she said situation. I at that point, simply told the technician to leave a bill, fully expecting that we would not be paid. Her son called after the fact, not really having any of the facts. I do not think it is rude to explain our procedures to him. I did not bully anyone. In fact, I did not speak to [redacted] that day at all. I am not sure who he thinks 1 was bullying. I will not let someone call in, who thinks they know what is going on and tell me what was said or not said. As I stated earlier, I spoke with [redacted] myself. The other point I would like to make is this, he said he should not have given my technician the $35, but felt it was fair to compensate his for his time. Why does the customer get to decide what is fair to compensate my technician. I don't go to the grocery store and tell them I am only paying $1 for a gallon of milk because I feel that is a fair price for the milk. We run a business. I have overhead, a lot of it. I am sorry if he was insulted. All of our pricing is available over the phone.Please feel free to contact me at the office should you have any further questions or concerns.Respectfully,Mary Beth J

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The issue I have with this business is the lies that they told and continue to tell in their response to you. My mother is sitting here with me as we write this, so this is not a he said/she said. In fact, she states she specifically asked the business if there was a service charge and they said no and they could not provide any type of an estimate over the phone. She also reports that the woman on the phone was very short and rushed with her and would not provide any information. There is no standard service charge advertised by this business as evidenced by their website, what this woman told me over the phone, and the fact that their technician did not know what they would try to charge until he called in. That amount by the way was over $150. It is normal and customary for a business to provide an estimate prior to doing work or at least disclose their service fees up front, something that was never done for my mother. It is true that the technician himself conducted himself professionaly and was never rude. The same can not be said for this woman on the phone.