Rodney Terry Plumbing, LLC

Mr*** called our office on Thursday, 9/1/16, asking for information about our pricingWe explained that we charge a $service run fee, $per hour for labor, and any parts that are needed for the repairs or installationsWe also explained that we would charge a minimum of a half hour for
laborHe complained about the $service run feeWe explained again that those are our charges if he chooses to hire us to make the repairsWe explained multiple times during this call about our chargesHe decided to call around for other optionsWe made a point to be as clear as possible with him about the charges he would incur since he was going to be price shopping and he seemed to have difficulty with the language barrierOur rates are very competitive so that is probably why he called us back later to schedule an appointmentOn Tuesday, 9/6/16, we spoke with him and scheduled an appointment for 9/7/We again explained to him our rates for the service run, hourly labor, and parts as neededWe explained multiple times again during this call about our ratesWe also explained to him that we would be arriving to complete the work and would be collecting payment at the time of the service Mr*** had several different items repaired during our visitWhen the work was completed our plumber presented the bill to him that included the service run, labor, and partsHe immediately called our office yelling that he did not want to be charged for partsWe explained to him again that we already told him that he would be charged a service run, labor, and partsWe also explained to him that we would not be able to stay in business if we did not collect for parts used on repairsI can’t imagine any service company exists that does not charge for parts installedWhen he contacted the Revdex.com he complained about the markup on partsIt is customary for any company to have a markup on any goods soldAdditionally, I don’t know of any company who shows a customer their receipt/cost to justify what they chargeWe did repair a Kohler brand fixture and typically Kohler parts can be more expensive than some other brandsIn order to make a proper repair we do have to use the correct parts for each particular fixture and cannot just substitute any other brand that may be cheaperWe do not purchase from home improvement storesWe purchase from Plumbing Supply stores where we can get a wider variety, unusual items, and higher quality materialsWe use quality parts, not just cheap partsHe told our office staff that he is a first time homeowner and has too many expenses and that he did not understandHe does seem to have difficulty understanding and speaking fluent English. We tried our best to clearly communicate with him numerous timesWe explain our rates many times a day and we do not have other customers claiming we did not tell them what to expectIt is our policy that we always try to inform every customer as much as possible to avoid surprises because that is in everyone’s best interestWe will not refund the cost of the parts as we were clear with him and made extensive effort to inform himFurthermore, there was nothing incorrect or unethical about the charges or the repairs that we madeWe properly repaired what he asked us to and charged him as we had explained multiple times that we would

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
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