Power Plumbing & Sewer Contractor

If your rates and policies were clearly stated, this situation would not have occurredWhen I called back after the service was completed to express my frustration, your employee apologized to me for not being clear on our initial call centered around how you price out your servicesIf you think that charging a customer over $to fix a shower that does not get hot is fair, then there is something wrong with your business practicesPP response: We did clearly state our policies during the appoinment and when you called into the office, we offered to have the person who booked your appointment re-read their appointment booking script to your husband, and he said it wasn’t necessary On the initial call, I was told that if the plumber needed a part to complete the job, a second appointment would typically be scheduled once the part comes inIt was not discussed on this call that we would be charged for the time it took the driver to pick up the partI was again told that I would not be charged for the time that the plumber was not completing workRegardless, if [redacted] has the part needed, the customer should be given the option to source it from thereAny fair company would suggest that to their client as opposed to billing them at a full rate for 1.5-hours driving timePP: Our standard appointment booking script includes the verbiage that equipment, parts and materials are extra and not included in our hourly rateThis includes if there are any parts required that are not stocked on the truck and need to be sourced from one of our local suppliers or ordered for a secondary dispatch, that is all billable timeSo you were informed of this on the phone at the time of your appointment bookingOnce customers agree to our quoted rates, we then review the schedule to book appointmentsAgain, when our on-site plumber told you that if he went to our local supplier, it would be billable timeThat is also when you were given the option to source the parts on your ownYou opted to have our plumber source the parts, thus accepting that this would be billable time Your answering service is still a representation of your company and they should be trained to field calls from upset customers instead of displaying an extremely rude demeanorThe women claimed she did not work for your company and that she could not help us in any wayAt the very least she could have passed along the appropriate contact information of somebody for us to work with instead of hanging up or telling us to “call back”PP: We agree that our emergency dispatch answering service is representative of our company, however she attempted to inform your husband multiple times that he would need to call our office during standard business hours After my initial call inquiring about services, when I was told we would not be charged for the time the plumber was not working on something, the plumber on site was giving me contradicting information on your billing policiesI explained this to the plumber, and he directed me to pay the full bill, and to call back the company afterwards to express my frustrationsI trusted and listened to his advice, however I did NOT sign the agreement because I completely disagreed with the rate I was being chargedI trusted that even though I paid the bill, the company would be willing to work out a fair rate for me based on the misleading information I was receivingObviously this was not the case and is why I feel that I was taken advantage ofPP: Again, when our plumbers are on-site, that is billable time I can say that this is honestly the worst customer service I have ever received from a companyWe have received misleading information that has led to this unpleasant situation, we were yelled at and talked down to by the owner of the company, and the company is still not willing to work out a FAIR agreement with usAgain, we truly feel that we were stolen from and request that we be refunded for the time the plumber was not working which is what I initially agreed toPP: When your husband called us the day following the appointment, we offered to send our plumber back out to re-address any outstanding issues to ensure you were satisfied, however he turned us downThat’s what we considered to be a fair resolutionThe plumber IS considered to be working when he is onsite OR when he is working to source your partsThat time is dedicated solely to you, and therefore he cannot be at another client siteThat’s why it’s billable timeYou agreed to our labor rates on the phone at the time of your appointment booking, and agreed to have our plumber source your materials after it was explained to you twice that it would be billableTo continue to say that you were not informed and did not agree to our policies simply isn’t a true representation of the facts

Regrettably you’ve misstated and misrepresented all of the facts in this situation so please allow us the opportunity to clear the air and publicly explain exactly what transpired as we are a family-owned company of plumbing professionals who have been in business since and pride ourselves on our reputation in the community, both in-person and onlineYour wife called into our office requesting service for two independent issues: a shower faucet with low hot water pressure and a slow to drain lavatory sinkOur in-house customer service professionals took the call and in accordance with our company policies, clearly stated our standard (non-emergency/non-overtime) time and materials hourly rates and policies, to which your wife verbally agreed to, so an appointment was arrangedOn the date of said appointment, our licensed plumber arrived on-site and immediately begun working on the lavatory sink issue to diagnose and resolve the drainage issueUpon completion, plumber made minor adjustments to the guest bath toilet to restore proper functionHe then discussed two other issues with her regarding tasks that she rated as lower priority, taking at most minutesHe then began work on your [redacted] shower faucetThe fixture was dismantled and cleaned of excessive amounts of sediment, however still could not get temperature to adjust properly so it was determined that the thermostatic cartridge and stops would require replacementOur plumber explained our standardized process of sourcing the parts from our local materials supplier, which provides contractor-grade partsWe do not source parts/materials/supplies from any big box stores as they don’t meet our standards for quality and availabilityOur plumber explained to your wife that he could leave the parts required for replacement with your wife so she could purchase these on her own before scheduling a (billable) return visit from us for installationHe estimated that she might save $in doing soShe was also given the option of having our plumber bring parts required for replacement to our supplier and informed that if she chose this option, that time would be billable including the drive-time (address of supplier was provided to her) and return timeYour wife chose this option with the express understanding this addition of billable time to the jobOur plumber called your wife from the supplier and provided the pricing of the replacement parts in order to secure her approval of purchase, to which she agreedUpon return to your home, our plumber installed the replacement parts and adjusted the valve so that the water temperature matched the index on the handleHe completed this workOur plumber then wrote up a detailed job ticket with all work notated and pricing, and presented this to your wife for paymentShe provided him with a credit card for payment which was run and approvedOur plumber then left your home with the work completed and having received payment for suchYour wife called our office, after our plumber left and demanded that she not be charged for the half-hour of billable time during which she discussed future work with our plumberAs a customer courtesy, we refunded that half-hour however reiterated our time and materials billing policies to be clearYou then called in to our after-hours answering service last night and proceeded to berate the operator regarding the charges using profanityA copy of that report was provided to us by our answering service this morningWe called you and your wife the following morning on a conference with the plumber who had been on-site and reviewed everything in an effort to be clear on what transpiredYour wife refused to acknowledge anything and would not answer our directed questions as to whether anything was explained to herAdditionally, we offered to send out the same plumber or any of our other licensed plumbers to revisit the work done and ensure the fixture is fully functional and yet you refused our offerThe only resolution you were insistent upon was a refund of $and you stated that you would try to ruin our online reputation by posting negative reviews, which you have clearly begun to do as we have received ***, [redacted] List and [redacted] Business reviews from you that include the same misleading account of the actual factsWe have been a fixture in the business community since and have earned [redacted] Super Service Awards with over Grade “A” reports, our Revdex.com is “A”, and we have a rating on ***A business has to earn a reputation for performing high quality work and customer service and we’re happy to say that we’ve worked hard to earn every one of theseIt’s unfortunate that even with clear directives and communication that you feel justified in your actionsWe wish you the best in securing a new plumbing company to call upon in the future

Complaint: [redacted] I have re-addressed your points below: The company did not clearly state their standard hourly labor rates & policiesI verbally agreed to the hourly rate, however the company never provided a total cost estimate which is standard practiceI had asked for one, but it was not provided because they 'could not estimate the time'Our research indicated total cost for this project was $200-for parts and labor Given we had been referred to your company by our neighbor, we trusted you would alert us if the price was greatly outside of the average rangeActually, we did clearly state our hourly labor rates and policiesIt’s part of our standard customer service representative script when booking appointmentsAnd we do NOT give estimates as there is no “average” with plumbing jobsEvery customer situation and application is different and this cannot be ascertained over the phone, sight unseenThat is precisely why we provide our hourly rates, to which you did agree to thus why we arranged an appointment for you If your rates and policies were clearly stated, this situation would not have occurredWhen I called back after the service was completed to express my frustration, your employee apologized to me for not being clear on our initial call centered around how you price out your servicesIf you think that charging a customer over $to fix a shower that does not get hot is fair, then there is something wrong with your business practices The client should be given the option to source materials from any store they chooseThe company was not looking out for the customer, because by having the plumber walk next door to [redacted] ***, it could have saved us a couple hundred dollars As we stated on the phone when booking the appointment, again – part of our standard script, if our plumber has to source parts from one of our local suppliers or order parts that require a return visit, that time is billableWe do not source parts from [redacted] as they do not meet our standards with regards to quality or availabilityYou were given the option by our plumber – while he was on-site – to source the parts on your own and schedule us to return OR send our plumber to our local supply houseIt was expressly stated to you that this would be billable timeYou CHOSE the latter and our plumber even called you from the supply house to receive approval for the cost of the replacement partsAs a result of your decision, you took on billable timeOn the initial call, I was told that if the plumber needed a part to complete the job, a second appointment would typically be scheduled once the part comes inIt was not discussed on this call that we would be charged for the time it took the driver to pick up the partI was again told that I would not be charged for the time that the plumber was not completing workRegardless, if [redacted] has the part needed, the customer should be given the option to source it from thereAny fair company would suggest that to their client as opposed to billing them at a full rate for 1.5-hours driving time My husband called the answering service after hours to understand the bill a bit betterThe operator was extremely rude and hung up on him several timesWhile profanity should not have been used, the customer service provided by the operator was the worst we have ever receivedHorribleOur after-hours answering service is solely there is schedule emergency dispatch calls for our plumbers, not to answer questions regarding billingThe operator attempted to inform your husband of this several times and only hung up after being sweared atYour answering service is still a representation of your company and they should be trained to field calls from upset customers instead of displaying an extremely rude demeanorThe women claimed she did not work for your company and that she could not help us in any wayAt the very least she could have passed along the appropriate contact information of somebody for us to work with instead of hanging up or telling us to “call back” While on the conference call with the owner and the plumber, the company made no effort to understand our perspective, and instead proceeded to yell at my husband and I and tell us that we were wrongIf the company had clearly stated their standard policies to us in the beginning, there would have been no misunderstandings in the first placeAgain, we feel as though the company stole from usYou were clearly informed of our billing policies when you called, as again, we provide our rates via a standardized script to every customer who calls our officeIn addition, our on-site plumber went to great length to discuss the options available to you for repair, including the costs associated with us sourcing the replacement parts for youAt every step we provided pricing and options to you and you were free to choose what you wanted to doTherefore, after we clearly disclosed our pricing and invested the time to address your issue with your approval to do so, it seems unfair of you to imply that we didn’t do soAfter my initial call inquiring about services, when I was told we would not be charged for the time the plumber was not working on something, the plumber on site was giving me contradicting information on your billing policiesI explained this to the plumber, and he directed me to pay the full bill, and to call back the company afterwards to express my frustrationsI trusted and listened to his advice, however I did NOT sign the agreement because I completely disagreed with the rate I was being chargedI trusted that even though I paid the bill, the company would be willing to work out a fair rate for me based on the misleading information I was receivingObviously this was not the case and is why I feel that I was taken advantage of "As a customer courtesy, we refunded that 1/hour." -- when we called to get an initial quote for the service you explicitly stated there would be no charges for the time that the plumber was not doing work You cannot claim this as a customer courtsey when we were not supposed to be charged this in the first placeYour statement “you explicitly stated there would be no charges for the time that the plumber was not doing work”, simply isn’t trueAnytime our plumbers are onsite is billable time and that’s made clear during our billing rates scriptThis is just simply not trueThis was NOT the information I was given during my initial callI was again told I would not be billed for time the plumber was not doing workWe’ve been in the plumbing business for years and have strict standards with regards to our client communication as it pertains to billing, labor rates and policiesThese are enforced during the booking process with our customer service representatives and also maintained by our plumbers while in the fieldThe information you were given is no different than the hundreds of customers we service monthly with no issue Based on all of this, we don’t feel your complaint is warranted or justifiedI can say that this is honestly the worst customer service I have ever received from a companyWe have received misleading information that has led to this unpleasant situation, we were yelled at and talked down to by the owner of the company, and the company is still not willing to work out a FAIR agreement with usAgain, we truly feel that we were stolen from and request that we be refunded for the time the plumber was not working which is what I initially agreed to Sincerely, [redacted] ***

Complaint: [redacted] I have re-addressed your points below: The company did not clearly state their standard hourly labor rates & policiesI verbally agreed to the hourly rate, however the company never provided a total cost estimate which is standard practiceI had asked for one, but it was not provided because they 'could not estimate the time'Our research indicated total cost for this project was $200-for parts and labor Given we had been referred to your company by our neighbor, we trusted you would alert us if the price was greatly outside of the average range.Actually, we did clearly state our hourly labor rates and policiesIt’s part of our standard customer service representative script when booking appointmentsAnd we do NOT give estimates as there is no “average” with plumbing jobsEvery customer situation and application is different and this cannot be ascertained over the phone, sight unseenThat is precisely why we provide our hourly rates, to which you did agree to thus why we arranged an appointment for youIf your rates and policies were clearly stated, this situation would not have occurredWhen I called back after the service was completed to express my frustration, your employee apologized to me for not being clear on our initial call centered around how you price out your servicesIf you think that charging a customer over $to fix a shower that does not get hot is fair, then there is something wrong with your business practices The client should be given the option to source materials from any store they chooseThe company was not looking out for the customer, because by having the plumber walk next door to [redacted] ***, it could have saved us a couple hundred dollarsAs we stated on the phone when booking the appointment, again – part of our standard script, if our plumber has to source parts from one of our local suppliers or order parts that require a return visit, that time is billableWe do not source parts from [redacted] as they do not meet our standards with regards to quality or availabilityYou were given the option by our plumber – while he was on-site – to source the parts on your own and schedule us to return OR send our plumber to our local supply houseIt was expressly stated to you that this would be billable timeYou CHOSE the latter and our plumber even called you from the supply house to receive approval for the cost of the replacement partsAs a result of your decision, you took on billable time.On the initial call, I was told that if the plumber needed a part to complete the job, a second appointment would typically be scheduled once the part comes inIt was not discussed on this call that we would be charged for the time it took the driver to pick up the partI was again told that I would not be charged for the time that the plumber was not completing workRegardless, if [redacted] has the part needed, the customer should be given the option to source it from thereAny fair company would suggest that to their client as opposed to billing them at a full rate for 1.5-hours driving time My husband called the answering service after hours to understand the bill a bit betterThe operator was extremely rude and hung up on him several timesWhile profanity should not have been used, the customer service provided by the operator was the worst we have ever receivedHorrible.Our after-hours answering service is solely there is schedule emergency dispatch calls for our plumbers, not to answer questions regarding billingThe operator attempted to inform your husband of this several times and only hung up after being sweared at.Your answering service is still a representation of your company and they should be trained to field calls from upset customers instead of displaying an extremely rude demeanorThe women claimed she did not work for your company and that she could not help us in any wayAt the very least she could have passed along the appropriate contact information of somebody for us to work with instead of hanging up or telling us to “call back” While on the conference call with the owner and the plumber, the company made no effort to understand our perspective, and instead proceeded to yell at my husband and I and tell us that we were wrongIf the company had clearly stated their standard policies to us in the beginning, there would have been no misunderstandings in the first placeAgain, we feel as though the company stole from us.You were clearly informed of our billing policies when you called, as again, we provide our rates via a standardized script to every customer who calls our officeIn addition, our on-site plumber went to great length to discuss the options available to you for repair, including the costs associated with us sourcing the replacement parts for youAt every step we provided pricing and options to you and you were free to choose what you wanted to doTherefore, after we clearly disclosed our pricing and invested the time to address your issue with your approval to do so, it seems unfair of you to imply that we didn’t do so.After my initial call inquiring about services, when I was told we would not be charged for the time the plumber was not working on something, the plumber on site was giving me contradicting information on your billing policiesI explained this to the plumber, and he directed me to pay the full bill, and to call back the company afterwards to express my frustrationsI trusted and listened to his advice, however I did NOT sign the agreement because I completely disagreed with the rate I was being chargedI trusted that even though I paid the bill, the company would be willing to work out a fair rate for me based on the misleading information I was receivingObviously this was not the case and is why I feel that I was taken advantage of "As a customer courtesy, we refunded that 1/hour." -- when we called to get an initial quote for the service you explicitly stated there would be no charges for the time that the plumber was not doing work You cannot claim this as a customer courtsey when we were not supposed to be charged this in the first place.Your statement “you explicitly stated there would be no charges for the time that the plumber was not doing work”, simply isn’t trueAnytime our plumbers are onsite is billable time and that’s made clear during our billing rates script.This is just simply not trueThis was NOT the information I was given during my initial callI was again told I would not be billed for time the plumber was not doing work.We’ve been in the plumbing business for years and have strict standards with regards to our client communication as it pertains to billing, labor rates and policiesThese are enforced during the booking process with our customer service representatives and also maintained by our plumbers while in the fieldThe information you were given is no different than the hundreds of customers we service monthly with no issue Based on all of this, we don’t feel your complaint is warranted or justified.I can say that this is honestly the worst customer service I have ever received from a companyWe have received misleading information that has led to this unpleasant situation, we were yelled at and talked down to by the owner of the company, and the company is still not willing to work out a FAIR agreement with usAgain, we truly feel that we were stolen from and request that we be refunded for the time the plumber was not working which is what I initially agreed to Sincerely, [redacted] ***