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Business Profile

Plumber

Tench Plumbing & Heating Ltd.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I hired Tench plumbing on an hourly basis of $** an hour, the plumber work took 2.5 hours plus 0.5 hours for travel bringing the total to $***+taxes. They sent me an invoice for over $*** based on an estimate of 4.5 hours of labor which was never accepted. After complaining and several attempts to get the right invoice which they never sent, they charged my credit card $*** (amount that was not authorized).
    ***** *** ****** ********* ** ***** ** *** **** ***** ****** **** ***** **** 

    Business Response

    Date: 06/01/2025

    Thank you for inquiring and following up with us. I was expecting this complaint to come to my attention.

     

    Like many complaints, there are always 2 sides to every storey. We have had and this includes myself on this one, many conversations with the customer. In the short form please see below.

     

    This customer in question, originally called the office looking for a quote. The job was very small and we advised to proceed at time and material. He was adamant on the estimate. Our estimator went to his place at his convenience, and then provided the estimate for I believe just below $******. He spoke with our estimator and basically asked for a break out. Our estimator told him well it could be less or more in you went with time and material. He chose to go with time and material.

     

    He continued to argue the invoice, basically breaking this down to the bare minimum. Arguing over $** and wasting a ton of our time. What he is missing on the email below is the time we charged for the estimate which is spoke to him about.  And when I broke out the time and material compared to the estimate, it was more. So we agreed to the price on the phone. I did discount him based on being paid.  He basically would not agree and didn’t want to pay more than what he wanted to. I said that’s not how this works. We adhered to all of his needs completed the job. After many phone calls and discussions, He then said he would pay the invoice *** **** ** ** *** **** * ****** ** I feel there is nothing we did wrong.

     

    He did not pay his bill. And as per our invoice and statement disclaimers we charged his CC after a substantial delay in payment. We generally do not charge cards until after 60 to 90 days unpaid.

     

    He is not a regular customer of ours. This was the 1st job we did for him, and he is no longer allowed to do business with Tench. His account has been suspended and any further service will be denied due to his behavior and conversations.

     

    Thankyou

     

    Robert ****** 

    ***** *** **** 

Tench Plumbing & Heating Ltd. is NOT a BBB Accredited Business.

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