Rolland's Plumbing Service

Re: Complaint ID#[redacted] and add-on Complaint ID#[redacted]
To our concerned customer,
We, like you, agree with your complaint and concern of dishonest companies that hide their charges or do not explain everything when given an opportunity. We do research on our product pricing and...

service charge to assure our prices are in line with the other competitor’s prices. We also encourage our consumers do their research and make sure that their claims are accurate as well.
As stated on Friday, January 24 of 2014 our service charge is $75 an hour. It was also told to you that this job could take an hour to an hour and a half depending on the amount of work that needs to be done and how easily everything goes together. You were given a high bid amount of $200 dollars to cover items that the plumber may have not initially noticed were needed during the installation. We tell all of our customers, “It is easier to come down than to go up in price.”                 
You state that only two (2) SharkBites 90’s were installed. However, there was a third one installed and can be located behind the water heater. This third one was used because the tension of the pipe was too great for the fitting at the filter before the water softener. The SharkBite reduced this tension and put the flex pipe at a better angle for the filter.
You also state that these SharkBite 90 fittings were over charged to you. On the included page you can see that our local home improvement store lists these at $9.25 per fitting. That is .25 cents more than the price charged to you per fitting.
Looking at the bill you were charged a total of $214.27. At time of payment, the plumber told you that the quote was for $200 dollars, and so, by remaining honest to the quote, removed $14.27 from the total cost of the bill.
Addressing the concern you also state that you believe the flex pipe length used was misquoted. It is true, we did not measure the exact length of pipe used and we may have misquoted you. But after looking further at the bill and seeing that we marked $14.27 off the total, when this discount is applied to the cost of the flex pipe you are left with a charge of 8.23 for the pipe. We charged .75 cents per foot of pipe making it at 10 feet of pipe you were charged for, including tax. Knowing that likely more than 10 feet of pipe was used it would result in a loss to us on the flex pipe, which is of no concern to the customer.
The time at the job was listed at an hour and a half. To address this, the plumber uses a stop watch on site for correct billing purposes. Before leaving for parts, it was listed 28 minutes at the job site. He then left for approximately 40 minutes. Once he returned to the job site there was an additional listing for a further 55 minutes to complete the job.  In total, he spent 2 hours and 10 minutes on this job, only charging 1 and half hours’ worth of labor. We do not include labor charges for time spent obtaining parts, even though it is not uncommon to hear from other customer’s that competitors do.
As stated before, we are very concerned about dishonesty from our company and our competitors but also from our customers. We are sorry to hear of your adamant dissatisfaction with Rolland Plumbing Service however we would be more than happy to discuss any further questions or concerns that were not addressed.

Re: Complaint ID#[redacted] and add-on Complaint ID#[redacted]

To our concerned customer,

We, like you, agree with your complaint and concern of dishonest companies that hide their charges or do not explain everything when given an opportunity. We do research on our product pricing and...

service charge to assure our prices are in line with the other competitor’s prices. We also encourage our consumers do their research and make sure that their claims are accurate as well.

As stated on Friday, January 24 of 2014 our service charge is $75 an hour. It was also told to you that this job could take an hour to an hour and a half depending on the amount of work that needs to be done and how easily everything goes together. You were given a high bid amount of $200 dollars to cover items that the plumber may have not initially noticed were needed during the installation. We tell all of our customers, “It is easier to come down than to go up in price.”                 

You state that only two (2) SharkBites 90’s were installed. However, there was a third one installed and can be located behind the water heater. This third one was used because the tension of the pipe was too great for the fitting at the filter before the water softener. The SharkBite reduced this tension and put the flex pipe at a better angle for the filter.

You also state that these SharkBite 90 fittings were over charged to you. On the included page you can see that our local home improvement store lists these at $9.25 per fitting. That is .25 cents more than the price charged to you per fitting.

Looking at the bill you were charged a total of $214.27. At time of payment, the plumber told you that the quote was for $200 dollars, and so, by remaining honest to the quote, removed $14.27 from the total cost of the bill.

Addressing the concern you also state that you believe the flex pipe length used was misquoted. It is true, we did not measure the exact length of pipe used and we may have misquoted you. But after looking further at the bill and seeing that we marked $14.27 off the total, when this discount is applied to the cost of the flex pipe you are left with a charge of 8.23 for the pipe. We charged .75 cents per foot of pipe making it at 10 feet of pipe you were charged for, including tax. Knowing that likely more than 10 feet of pipe was used it would result in a loss to us on the flex pipe, which is of no concern to the customer.

The time at the job was listed at an hour and a half. To address this, the plumber uses a stop watch on site for correct billing purposes. Before leaving for parts, it was listed 28 minutes at the job site. He then left for approximately 40 minutes. Once he returned to the job site there was an additional listing for a further 55 minutes to complete the job.  In total, he spent 2 hours and 10 minutes on this job, only charging 1 and half hours’ worth of labor. We do not include labor charges for time spent obtaining parts, even though it is not uncommon to hear from other customer’s that competitors do.

As stated before, we are very concerned about dishonesty from our company and our competitors but also from our customers. We are sorry to hear of your adamant dissatisfaction with Rolland Plumbing Service however we would be more than happy to discuss any further questions or concerns that were not addressed.