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Consumer Complaints

BBB Accredited Business since 09/04/2012

Jack Ward & Sons Plumbing Co.

Phone: (615) 227-2811

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Customer Complaints Summary

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues2
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints2

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (2)
03/10/2016Billing / Collection Issues | Read Complaint Details

They are over billing for work performed in the amount of $500.00
We have used this company for 16 years so when we have a plumbing issue with our hot water heater we contacted Jack Ward to repair since they installed were the installers. They came out and stayed all of 30 minutes and left and stated he had to go get the thermostats. Then a few days later they came back to install and then we paid the bill of $235.00. Then in December I get a statement dated 12/30 showing we have a pass due amount of $253.50. I called to inquire and was told that wasn't sure if I got the invoice but we did have a balance due. Any additional charges were never discussed nor did we have any knowledge that we had an outstanding balance because an invoice for additional charges of $253.50 was never received. $500.00 to replace 2 thermostats that only cost $56.00 total, I would consider this to be price gouging.

We I spoke with the owner he conceded that we may have been over charged in some areas but not all. He could not justify why we were being charged again for the additional charges except that he technician had to drive back over here. By the way the total trip is 10 miles.

Bottom line we were never told that it was going to be additional charges beyond the original cost of $253.00. But to get billed 60 days after the fact for another $253.50 is unacceptable and unjustifiable if not fraud.

Desired Settlement
Charges reversed and a zero balance statement sent to *** ** ****** ****** ********** ** XXXXX

Business Response
our fee's are based on a time and material rate of $95.00 per hour with a $45.00 service charge on the first hour. ****** a veteran service plumber of 35 plus years, went to site on 10/22 to diagnose a problem on a commercial gas water heater at The ****** ****** *********** When ***** arrived he had to test each individual thermostat on the commercial water heater (3).This diagnosis and testing took ***** between 30 to 45 minutes from arrival. At this point ***** determined that 2 of the 3 thermostats were not working properly so he copied the information from the heater and left the property to go to the supply house to purchase the replacement thermostats. ***** drove to ******** *********** because they handle the water heater manufacturer that we were dealing with at ******. After waiting to be waited on the clerk at *********** researched the thermostats in question. He found the thermostat that we needed but they did not have it in stock. ***** then called 4 other supply houses and finally discovered that ******* supply had the thermostats in distribution and could get them delivered to their warehouse the next day. ***** then ordered the thermostats from ******* supply and notified ****** what was going on. ***** spent 2 hours diagnosing, testing, driving to the supply house, and calling around to locate and order the thermostats. Two hours at $95.00 per hour plus the $45.00 service charge comes to $235.00 total. On the second trip ***** went to ******* supply to pick up the 2 thermostats, driving to site, removing the old thermostats, and installing the new thermostats required 1 1/2 hours of Buddy's time. 1.5 hours at $95.00 per hour equals $142.50 plus $56.00 for the two thermostats. This comes to a total of $198.50 for the second visit. After talking to the manager at ****** I realized that we had charged a service charge for the second trip which is not our standard policy so that 2nd service charge was removed. The project total price came to $433.50. The owner was not charged for anything that we did not do or for time that we did not spend on their project. Our customers are very very important to us. We have built our 70 year old company on great service at a reasonable price. We are not happy because our customer is not happy but we have to be paid for the time and material spent of each project to continue to offer those services to our fantastic customers. One last note: We invoice everyday for the work that was completed the previous day. Then we follow up with statements every month for outstanding invoices. I am not sure if the second invoice was lost in the mail, or what, but it was sent out the day after service was provided.
Thank you for the opportunity to respond to this complaint.
******* ********-Owner

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Absolutely not. They are price gauging. We were never told that there would additional charges for a second trip. We were told that they had to go get the thermostats. The thermostats needed are not a special order item and this hot water heater was purchased from this business. They sell this brand of Hot water heater because we bought this one from them. It needed a general basic thermostat that a plumbing company should have in stock or readily available, but nothing that had to be ordered. This must be true because they said they got from Ferguson, which is a local distributor.

It is unethical for anyone to charge over $500.00 to change out 3 thermostats that cost. With hiding fees, trip charge and hourly rate. Well some on those charges are over charges for the exact same time (i.e. how can the hourly rate start at the same time that the trip charge is accessed? Trip charge would be understandable if gas was at $4.00 a gallon, but its at $1.50. and top it all off they are less than 10 miles away.

Again we were never told that there was any additional charges for a 2nd trip, there was no need for a 2nd trip because they picked up the thermostats at a local distributor, not special ordered.

Price gauging is against the law and that is exactly what this company is doing, period. If not that, then they are taking advantage of the general public by hiding their fees. Both are unethical.

I have forward this complaint onto the Attorney General of TN.

03/19/2014Billing / Collection Issues | Read Complaint Details

Unauthorized work and incomplete work that was charge
Unauthorized work and incomplete work that was charge
I have contact Jack Ward & Son for a drainage issue (leaking pipe). They provided a quote in Oct. 2012 and I authorized the repair. Three months later (Jan. 2013), the new pipes that were change leaked again. I contacted Jack Ward & Son again and advise them of the leakage. They came out and re-work the same issue and charge me for the problem that they didn't complete. In additions, they told me that they fix the toilet and charged me $10 for the part and $175 for the labor which I did not authorized - I did not know of this until I receive the invoice from them. I did not authorize the work nor did I sign for it. I went to Nashville in April of 2013 and found out the toilet was not fix. There were no new part(s) installed in the toilet. Because I am out of states and this company had taken advantage of me as an out of state consumer.
When I called to try to resolve the issue with someone the owner or someone higher in rank, those that pick up the phone will not allow me to.

Desired Settlement
I should not be bill for incomplete work and unauthorized work

Business Response
On October 11, 2012 we were called by Ms. ***** to *** ***** *** in ******* to repair a leak on a tub drain. We went to site and replaced the tub waste and overflow drain as discussed to fix the problem for $228.50. This bill has been paid.
On January 28, 2013 we were called out by Ms. ***** again because the toilet was leaking. We again went to site and rebuilt the toilet with a flapper and new Fluidmaster fill valve for $147.95.
On March 6, 2013 we were called by Ms. ***** about backed up kitchen sink drain that was also leaking and a leak in the basement. We went to site and unclogged the kitchen sink drain and replaced a washer on the p-trap below the kitchen sink. It was determined by our plumber that the leak in the basement was coming from a bad seal on the tub surround. Ms. ***** was informed of the findings and we let her know what would need to be done to correct the issue. The total for this trip. The total for this service call was $194.50.
Ms. ***** is yet to pay us for the services and parts that were provided on either trip. I have also not received a phone call from Ms. ***** regarding these issues. However, I am sure that she has had the opportunity to discuss this with our employees when they have called to inquire upon payment. I am the owner of the company and am almost always in the office but if I am out of the office am always available by mobile phone to discuss. We always want our customers to be happy with our service and would be happy to talk with her if she would like. I believe that we performed the services requested and at a very reasonable price. We perform warranty service for our customers just about every week as it is an unfortunate but inevitable part of our business. t has been almost a year since service was rendered and this is the first that have heard of the issue.

Consumer Response
When I received the letter from Building and Code in late March, I did make an effort to contact Jack Ward & Son.

I spoke to a lady there and told her about the 2 work order from them that weren't fixed or incomplete.

She stated that her staff ALWAYS does a Great job for all their customers.

She also stated that there will be charges if they go out to work on my property.

My reasoning with her is that, the work were incomplete and there shouldn't be any extra charge.

I also stated that if the job/service is incomplete, then I shouldn't have to pay for service that weren't properly provided or service that weren't provided.

I flew out to Nashville in early April to fix the violation and I hired *****'s ******** ***** to fix my plumping issues.

I did not want to wait or debate with Jack Ward and Son and jeopardized the violation with Building and Code.
Please feel free to contact me if additional information is needed.

***** *****

Business Response
We performed a drain cleaning of Ms. *****'s kitchen sink line and replaced a flapper and flush valve on her toilet, as requested. Neither of these repairs would have had any effect on if her plumbing was in or out of code. We were not given the opportunity to determine if their was a warranty call in order. Unfortunately, warranty calls are a part of our business as many plumbing repairs are very difficult and a return trip is at times warranted. We always stand by our work and would have been glad to return and see if there was anything that had been left undone or performed incorrectly on our initial visit at no charge to the customer. This was not requested so the repair charges remain outstanding.

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