Willie Saul & Son Plumbing, Inc.

Initial Business Response /* (1000, 5, 2014/02/12) */
Contact Name and Title: [redacted], president
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@williesaulandson.com
In response to Mr. [redacted]'s complaint, he requested a service call on Saturday, December 28,2013 for a sewer...

stoppage. The technician on call made him aware that overtime rates were 150.00 per hour. He did not quote equipment charges at that time not knowing which piece of equipment, if any, would be needed. We have been in operation since 1945 and have always charged an equipment charge and this is the first complaint we have had about our charges. Mr. [redacted] is not buying the equipment as stated but merely paying a rental fee for the cost and maintenance required to keep this type of equipment in operation.
Mr. [redacted] called our office on 2/10/14 to question the charges and was given an adjustment on his account to the one hour even though my technicians had one hour and fifteen minutes in the job. We adjusted his invoice to reflect one hour overtime charge and a 70.00 charge for the pressure jetter drain machine.
Initial Consumer Rebuttal /* (3000, 7, 2014/02/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said that, we never know what equipment will be using until we get there. I think this statement is a weak justification for the lack of communication to the customers. They could have easily said, that there could be additional charges for use of there tools and also for the trip to my home. They knew they would start charging me for the service from the time they left there company, that wasn't communicated to me either. The technician at my home, knew what tools he was going to use and the fact that there would be additional charges , at that point, he could have told me and given me a chance to accept the service or decline it, so I wouldn't be blind sided by the extra cost. I had options when I called them, if they had been open with me on all there charges, I would have rented a snake and snaked the drain myself for a lot cheaper then using there services, I haven't and I'm sure a lot of other customers haven't been here since 1945 and don't know all there business practices, we need to be told about the hidden charges at the time of the first conversation or after the initial evaluation but before the invoice comes. I think also, taking 36 dollars off a invoice that has been willfully overcharge by a estimate 150 dollars is really disrespectful. I'm really disappointed in this company because I though they was above this.