Neiheisel Plumbing Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Neiheisel Plumbing has made no attempt to correct the fraudulent bill they submitted Their letter is a composite of fraudulent claims, misinformation, and distortions The first call is not in dispute, they were paid in full, promptly The plumber they sent brought the correct equipment and did what we asked The only problem was that one sewage drain was still clogged We called the plumber, and he said he would come over on Monday, but to call the office, so he could get the authority.When I called the office, the receptionist said he was not available that day, but would come over the next morning A different plumber arrived an hour and a half late He had no idea why he was coming over, and didn't bring the equipment that the first plumber had He said he needed to go get it He was gone for over two hours When he returned, he completed the repair (as far as I know) He worked for less than an hour I was told that the minimum charge was for an hour However, they charged us for five hours, including the time that he was late, and the time he took to retrieve equipment They expect me to pay for five times the actual work performedThey are attempting to charge us for work not actually performed When I received the outrageous invoice, I called the receptionist, and very politely asked her to have her supervisor review the bill, as it was clearly mistaken She told us that she would have her boss call us back and discuss it To say that my wife and I were rude to her is simply a lie We know very well that she was just a receptionist, and clearly not knowledgeable about the issue.The receptionist called me back a few days later, and very rudely (before I even spoke) told me that her boss said we had to pay the full amount, or they would send us to collection right away I told her politely, that I am not in the habit of paying fraudulent invoices, and requested that she ask her supervisor to correct the invoice, so we could pay it They have not made any attempt to correct the erroneous invoice As you can see from their response to my very reasonable complaint, they have no interest in resolving the matter amicably They are not correcting any of their errors, or making any concessions for their incompetence He includes the outright lie that my wife and I were "rude" to his receptionist My wife and I were very polite She was the one who was rude from the very beginning Apparently, that is their way of dealing with their dissatisfied customers They try to intimidate them We always pay our bills promptly, however, we do not like being defrauded If they correct their bill in accordance with the house actually worked, we would be happy to pay it Clearly, this is a business that attempts to take advantage of customers in need.I have attached both invoices, the first from 9/12/16, that was paid in full The second from 9/27/is the one in dispute It does not clearly itemize the charges, but it was explained to me by their receptionist that the labor was for the entire time the worker was out of the office, from leaving to his returning Their response falsely claims that they are only charging for the time spent on site That is why the less than an hours worth of work is being billed for several hours (I was told five) The invoice is not itemized Of course, we are not satisfied as no attempt to correct the problem has been made
Regards,
*** ***, Ph.D

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       [redacted] Regarding ID [redacted] We received a call from Mr. [redacted] on 9/7/2016 requesting services for 3 stopped up drains in basement and 2 in garage, and a toilet...

leaking into living room.  We found mud in both garage drains which were cleaned out by scooping out the mud.  We used 35’ of cable on the basement drain with our small Ridgid drain machine, and found the upstairs toilet was leaking because that drain was clogged.  We used 21’ of cable with the same Ridgid drain machine, then reset toilet.  We do not warranty drain stoppage, because if drains stop up, it is because of the pipe, or something in the piping and no machine can get everything out of the pipe. We try and open the drain as best as possible.  All this work was performed on 9/9/2016.   We received a second call from Mr. [redacted] on 9/26/2016 stating that the toilet was leaking.  We put this down as a recall to repair the leak.  Our technician was informed what work was performed on the toilet on our previous service call.  Upon arrival we found that 4” drain under the basement floor coming from the toilet was clogged.  All of my technicians carry the small Ridgid drain machine for cleaning out 3” or smaller drains.  We try not to use the Ridgid on 3” drains, but we will to keep from going to get our larger machines.  We have 3 larger machines.  Once we realized it was a 4” pipe we had to go back and get the larger machine.  We do charge to go get other tools as it would be impossible to carry every tool in a van.  If we knew a head that the main drain was stopped up, we would have loaded it up before heading to home owner’s house.  We then cleaned out the drain using about 15’ of pipe.  All this work was performed 9/27/2016.  We did not charge Mr. [redacted] a service charge, but we cannot warranty a drain that was working for about 17 days.   I normally will take money off to satisfy a customer, but the way Mr. [redacted] and his wife treated my office assistant on the phone is not acceptable.  We did take off the service charge before even billing him even though the job was Neiheisel Plumbing, Inc.  [redacted]  [redacted]not a recall, out of kindness.   Mr. [redacted] has threatened to sue us, and we have already contacted our lawyer.  Our lawyer will be in contact with him if payment is not received by due date.   Neiheisel Plumbing has been in business since 1975.  We have always put customer service at the top of our priority list.  We have an A+ rating with the Revdex.com, an A rating on Angie’s list and have won numerous awards on customer service.  I don’t like what is going on with Mr. [redacted], but sometimes you have to stand on principle.   Thank you,      [redacted]President Neiheisel Plumbing Inc.