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Plass the Plumber Inc.

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Reviews Plass the Plumber Inc.

Plass the Plumber Inc. Reviews (1)

Initial Business Response /* (1000, 14, 2016/08/23) */
Aug 12, 2016
Mr. [redacted]
Dear Mr. [redacted]:
I'm responding to your comments of dismay about our prices and that you could find the same parts on the internet at lower prices. We offer a 30 day warranty on our services and our...

American made capacitors have a 3 year warranty, something that the internet could not offer you. Yes, we do charge more than companies who sell parts on the internet and more than some companies in the area, though not as much as others. I make no apologies for our pricing. I learned a long time ago that it is far better to offer a more expensive, quality service and explain our prices every once in a while than to skimp and have to live with a reputation of poor quality forever. It is because we share this concern and that of our client's to offer up front pricing that we have implemented our pricing system.
Up front pricing is relatively new to the plumbing, heating and air-conditioning industry. However, it is "Old Hat" to the Appliance repair, Automotive Service, Electronics Repair, Doctors and Dentists, and to be perfectly honest most professional service industries use it.
Based on over 100 years experience and over nine million completed jobs, we now "build" the price for each job type by applying the material, average labor, overhead and profit to each of these jobs. With this system, our clients now get what they truly want, the cost before the work is performed, nor will you pay extra if our technician takes longer than the average amount of time required for performing the work.
By removing the unknown of how much the job is going to cost, we believe you are better able to make the decision of whether or not to have the work done. Up-Front Pricing also gives you peace of mind because you are not watching the clock and wondering "is this man ever going to finish?", or "how much is this going to end up costing me!" It allows our people the time to do the job right the first time and to leave your home as clean or cleaner then it was before we arrived.
Why do we charge more? It's a fair question. Let me endeavor to answer. First, our prices are not set by happenstance. They aren't set to the level we think the market will bear. Nor are they set to the level our competitors charge (that is price fixing and is illegal). Our prices are set so that we can keep one dime out of every dollar after taxes. I think that's fair.
The fact is that our prices are based on our costs and only our costs. Four times a year we sit down with our accountants and adjust our prices based on their experience and knowledge of our overhead. Out of every dollar we charge, the next page lists many of the expenses we must pay for:

Our technician's salary, we only hire the best so we can provide you with the best service
Their worker's compensation
Their social security, their medical benefits
Their uniform
Ongoing training
Specialty Tools and test instruments
The truck and proper maintenance and repairs when they break down
The finance charges on the inventory they carry
The gas in the truck
The insurance for the truck
Our business insurance
Our state licenses
Our telephone line charges and telephone system
Cellphones for our Technicians
Our Service Manager to answer the phones and dispatch the technicians (keeping track of the progress of every job to keep you informed when you can expect the technician) and their overhead
Our computers and our software
I.T. support
Office workers to enter information into the computers and their overhead
Accounting
Billing
Tax and legal services
An after-hours answering service
Yellow pages advertising and other advertising media you may have used to contact us
Membership in professional and trade organizations
Reserves to ensure we can honor all of our warranties and guarantees
People to fill out dozens of forms and reports for various government regulators and their taxes
And on and on it goes
It costs a lot of money to run an organization that is prepared to respond promptly, or at least respond the same day, for people like yourself who call us in a crisis because they have no heat, or no air conditioning. You don't want to wait three days until we can get around to it. That means we need extra resources standing by. Resultantly, faster service is more expensive.
Yes, there are some companies within the same industry in our community that charge less. There are some that hire less qualified personnel, who make lots of mistakes and must go back and correct them. There are companies that do not train their workforce to keep them up to speed with current codes and practices. There are some that drive beat up, old trucks, which will leak oil all over your driveway or in front of your home. There are some companies that do not conduct background checks on their employees or perform drug tests to ensure that you won't have to worry about a service technician returning at night to rob you to support a drug habit, please do not scoff; this is a very real problem in our industry. There are some that do not carry the proper level of insurances to protect you in the event of a catastrophe. There are companies that cut lots of corners.
It is each consumer's decision what type of company they wish to establish a professional business relationship with. Many with a professional full service company like ours, and some with the bare-bones type of company. That is what makes the Free Enterprise System work.
I can understand how you might be upset. If you walked into a nice steak house for dinner, you might also be upset to learn that you could have gotten a dinner at buffet style restaurant for far less. Different businesses charge different prices for what appear to be similar products and services every day. Yet, rarely are the products and services truly the same, there are always differences.
When you called us, you may not have wanted the quality of service and level of protection we offer. You did want our speed of response, however. The problem is that the quality of service, level of protection, and speed of response we provide come together as a package. We can't break them apart or isolate one aspect of our service from another.
I think it is fair to say that you understood what the cost was when you agreed to the service, just like you understand what the cost of a dinner is when you order from the menu at a restaurant. When you order a dinner and eat the meal, I doubt you try to walk out on the check even though you might think it's pricey. I would hope you give us the same consideration. We do not "rip off" anyone.
I'm not here to make excuses, I merely wanted to offer an explanation. I hope you have a better understanding than you did when you called. If, for example, your bill was $382.00, it cost us $343.00 to provide you with that service, including taxes. We will only keep $32.80, we think that is fair. I sent a refund check in the amount of $50.00 as a show of good will and you have cashed that check and then wrote a bad review on us.
Thank you for your time and understanding.
Sincerely,
[redacted].
[redacted]'s [redacted] & [redacted] Box [redacted] MO.

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