Shary's Plumbing

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: What the business said in the response was not true, my other bath room was not leaking at all, and I told the service guy exactly which bath room need to be fixed, why he went to fix the other one I did not asked, nobody will think it's reasonable, if he did the work I did not requested, why I have to pay? It's ridiculous.
Regards,
[redacted]

Review: Re: Plumbing Job at [redacted], MD [redacted] from Shary’s Plumbing quoted me $400-$700 for the replacement of a water heater. I agreed and set an appointment for them to complete the job the next day. I mentioned to [redacted] and the plumber to let me know if the price will be any different before he starts. The plumber went to the house around 8 am and I had not heard from them so about an hour later around 9 am. I called and spoke to [redacted] again to confirm the price. She called the plumber and called me back and again verified that it would not cost more than $700. I told her that the plumber can proceed with the job. A week later, to my surprise I receive a bill for $1797.50 almost $1100 over the price. I spoke to [redacted] and told her that the bill was wrong and reminded her of our conversation. She remembered and acknowledged the quote but said it took longer then they expected and that is why it is more. I told her that I understood that could happen and even going up by $50 or $100 is reasonable but $1100 is not. [redacted] said she will speak to the owner, Shary and call me back. Shary then called me back and refused to reduce the bill. She said she needed to speak to get things straight on her side and will call me back on Friday. A business owner should make good of their quote. [redacted] did tell her that I was quoted $400-$700 so I am not sure why she needs to wait and look into the situation any further. I am willing to pay the $700 that I was quoted but it is unethical, unfair and unprofessional to charge almost double of what I was quoted. Thank you for helping me resolve this. I do not want to wait until she calls me back on Friday and refuses to honor the price quote. I heard about Shary's Plumbing from [redacted] - the water heater company. They had a list of plumber on their website.Desired Settlement: I would like the price quote of $400-$700 to be honored not the bill which was sent for $1797.50

Business

Response:

**. [redacted], called our Company, asking if we install tankless water heaters. We do, as are a preferred service provider and a certified service specialist for [redacted], as well as many other brands of tankless water heaters- **. [redacted] said she had a ton of problems with [redacted] and bragged how she demanded they give her a free brand new replacement tankless water heater, because of all the issues she was having. **, [redacted] had no heat and just wanted to get the job done, she explained the issue and asked that we get out there ASAP; I rearranged the schedule to accommodate her.

**. [redacted] asked how much we charge and what it cost to replace a tankless water heater. I told her we charge $197.50 for the first hour and $160.00 each additional hour, plus material. I said though we can't give an exact price without seeing the job, a normal replacement of the exact same make and model without complications could be approximately 2-2,5 hours, costing roughly $4-700, with all owner supplied material. As we cannot give a set price on the phone we can do it on a time and materials basis. [redacted] said price is great, and said it didn't really matter how much it cost because she is planning on making [redacted] pay for the labor anyway. She then requested us to pick up the water heater from another house,

The plumber, [redacted], arrived, immediately and told **. [redacted] and our office there would be additional costs, I spoke to **. [redacted] and explained that there was an issue and told her this would definitely be an additional charge, due to an air handler above of the tankless heater, the plumber said he had to go to a supply house to get brackets to hold the air handler up while replacing the water heater, As the job progressed, the installation was exceedingly difficult due to the air handler and the unit **. [redacted] provided was not the same model as the original one but rather an upgraded model with different connections. The plumber discussed this with **. [redacted] who was home the entire time the plumber was working. The customer said she tried to reach **. [redacted], but could not reach him because he did not answer his phone. The plumber worked for 11 hours (per our truck GPS) that day with **. [redacted] being his only job.

The water heater installation took over twice as long as normal installation due to the air handler sitting on top of the unit as well as additional costs because of the replacement unit is a different model than the original on, causing us to have to modify the exhaust, change the location of the unit, as well as the water heater not being where she said it was. Also, the homeowner requested we return the original water heater to the supply house for her and follow up on getting the credit for her unit,

When **. [redacted] called us regarding the price to install, again we explained the installation issues and that the work was done on a time and material basis, we had given her a rough estimate over the phone if it was the same model and a simple switch out. We cannot give a set price on a job we cannot see or is not exactly as explained over the phone. We told her we would contact the plumber and call her back on Friday. By Friday, we had already received a complaint from her through the Revdex.com, without even allowing us to review and respond.