The plumbing company did work for two hours and the bill came to a total of $600 per hour.
The plumber did not give an exact quote before doing the work and kept adding more parts as he was going along without giving the total before finishing the job. He was here for two hours for a total of $ 1148.08
The invoice needs to be reduced *******************.
We first became aware of this issue today (Jan 28) when I contacted the customer about the outstanding balance on the invoice for the work completed earlier this month. It was then when I first realized she was unsatisfied with her dealings with us, and had stopped payment on the cheque for the work completed.
Realizing this was the issue, I immediately wanted to rectify the situation. I informed her that I would be in touch with her within the hour, because I wanted to review the bill and speak to the team regarding her concerns.
I certainly appreciate from the client's perspective, that the total of the bill is significant. We do not charge by the hour, we charge per 'job' (example: Flapper replacement- $99). Often, this pricing approach is preferable to clients because they are able to know the exact cost of the work before we start and can be sure a technician wont deliberately stall on a job in order to inflate a bill. In this case. 6 "jobs' were done in a relatively short amount of time (shorter than we would typically account for in our pricing)- and they added up quick. Ultimately the customer did not see the value in the service provided, and We are more than happy to reduce the bill to an amount that the client will feel is fair.
According to the client's complaint, it also appears we may not have followed process in providing the exact cost of the work upfront for approval. Sometimes additional work comes up as we get involved in a job- but additional repairs and prices should be always be brought to the client's attention. In this case it would have (or should) have been Natalie's mother, as she was the one on site for the service call. If this process wasn't followed, I sincerely apologize, and taking this into consideration, we'd be happy to come to an agreement over the bill total.
As mentioned, I first learned of the issue and the complaint to the BBB When I first spoke to Natalie this morning; I informed her I would call her within the hour so that we could reach a solution. When I called I got her voicemail and left a message. Realizing it is mid-work day, and it may not be possible for her to take a call, I followed up with an email. I then contacted the BBB personally to address the issue, as I had not received the initial email that had been sent, and wanted to ensure that you are aware that we take this matter seriously, and are more than willing to cooperate with the client to settle this issue.
I am truly sorry that we could not have settled this issue sooner, and that the client wasn't happy with her experience with us. Given the chance, we would like to make it right.
(The consumer indicated he/she DID NOT accept the response from the business.)
The one toilet that was unplugged is still plugged now. We also need to come to an amount of money owing that is fair. thank you
Final Consumer Response
I thought that I had until today to reply to this which is February 10th. I am offering the company $500 for the work done which is still a significant amount for what was actually done properly.
Banks do not charge fees to the payee for stopped payments or NSF. Actually my mother incurred the fees for having to cancel her cheque.
Final Business Response
To rectify the situation, We will accept the proposed offer provided by the client. I have sent a revised invoice reflecting the agreed price ($500 tax included).