Had a main shutoff valve inside the house leaking. 75 days after being told it was fixed, I had to open/close it and found it was leaking again.
Ed' plumbing came out to fix my main water shutoff valve on 25 July 14 because it was leaking. They tightened the packing and told me it was good to go. Fast fwd 75 days later and I had to close and open the valve due to another plumbing problem. When I re-opened the valve, it started leaking. I called Ed' plumbing and told them my problem, the lady stated it would be 198.00 for them to come back out to change the valve even though the invoice state's "Install new shutoff valve for $149.00". I asked them what the extra "50" was for and they stated service fee. I asked them why they couldn't waive that seeing they didn't really fix the problem in the first place. I mentioned that the I just had another plumber install/solder in TWO valves for $125.00 today. The plumbing "supervisor" told me he couldn't help me and "looks like you just found your new plumber". I feel that they failed to fix the problem in the first place and then failed to honor the "install new shut off valve $149.00" price.
I think they should reimburse me for the original $98.00 dollars I paid them for the initial fix that wasn't a fix. Also, they should of honored the price they placed on my invoice to replace the valve.
I'm responding to BBB case# XXXXXXXX, the customer shared a concern about a shutoff valve inside the house leaking and complaint expressing dismay about our prices. Our service notes indicate the following transpired:
On July 25, 2014, the customer called and stated that he was having a problem with a water leak. Our plumber found packing on the shut off valve to his water softener was loose. Our plumber tightened the valve, recommended to replace the valve and could do so that same day for $149.00. The customer chose not to replace the shutoff valve on July 25, 2014.
The customer called in recently and stated that he was still having a problem with the water softener shut off valve. He said he probably needed the shut off valve replaced and that the plumber recommended it when he was there on the call July 25th, he felt that because the plumber had tightened things it was okay - until now. The customer indicated that "he shouldn't have to pay because it wasn't fixed the first time." The customer had paid the $98.00 trip and diagnostic fee for the July 25th service call. However, the customer chose not to replace the leaking valve as originally recommended.
The CSR transferred him to our Plumbing Manager, who quoted him $198.00 for our trip out and to install the new shut off valve. The quoted $149.00 on July 25th was to do it while we were already there at his home and does not include diagnostic time, as it was diagnosed that day and the customer had paid the $98 trip and diagnostic fee. The price of $198.00 to return and install the shut off valve included the $149.00 plus $49.00 - half of the trip and diagnostic fee.
The customer did not feel that this was fair and indicated that he had another plumbing company out for other issues and said our prices were too high.
Different businesses charge different prices for what appear to be similar products and services every day. Yet, rarely are the products and services truly the same. There are always differences. The fact is that our prices are based on our costs. We are prepared to respond rapidly for our customers who call us in a crisis when they have a leak. We hire qualified personnel; train our workforce to keep them up to speed with current codes and practices, conduct background checks on our employees, perform random drug tests to ensure our customers safety and security, and we carry the proper level of insurance to protect our customers in the event of a catastrophe. Our prices are not set to the level our competitors charge rather they are based on our costs.
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, the plumber NEVER recommended to have the valve replaced. He stated that IF he couldn't get the leak to stop THEN they would have to replace the valve.
Second, they wrote a price on replacing the valve at $149.00 on the invoice. Nowhere on the invoice does it state that the price was for already being there as opposed to returning to the home. It simply says $149.00 to replace the valve, period.
Third, as for the reply of me choosing another company after failing to honor their price is irrelevant to the original complaint. Simply put, they should of honored their original price, or gave me credit for the money I spent the first time.