Excessive amount of labor for very routine minor repairs. When I called for a breakdown of the labor charges, the owner told me he could not do that.
I have used Air-Eez services for years and have always been very satisfied and felt I was charged reasonably and fairly. However, on Tuesday, December 30th, I had Air-Eez come to my home for some very minor routine repairs. I was at work at the time, but three other family members were there. I had my furnace filter changed, a bathroom and kitchen faucet replaced, a light ballast replaced and a toilet flusher lever replaced. I am very satisfied with the work that was done. There were no complications with any of the jobs. I was very surprised to get my bill and see that I was charged 7.5 hours of labor for these minor repairs. I have had many of these things done by Air-Eez many times in the past and I know they can do them very quickly. As I stated earlier, there were three people at home during these repairs and they told me that there was one guy in the bathroom for 4 hours installing a faucet and the flusher lever. This seems like a very excessive amount of time for a professional plumber and also based on my previous experience with Air-Eez. I was even more disappointed when I called and spoke to the owner to get an explanation and breakdown of the labor time and was told he could not do that. When I told him about one guy being in the bathroom all that time doing those small jobs, he told me "well you weren't there." Well, this is true, but I do believe what I was told by my family and his bill certainly confirms that as well, and much more unexplained time. The owner told me I was billed for the amount of time his guys were at my home. I do not dispute that at all, but what I want to know is the amount of time it took them to do each of these small jobs. He would not do that for me. I really can't believe that he didn't work with me more on this and at least give me the breakdown for each repair as I asked for. It is a shame that after such a long time of having Air-Eez come to my home I now have to look for a new plumbing and heating company. I will start asking around for recommendations and look on internet recommendation companies as well this time. I will no longer recommend Air-Eez as I have done so many times in the past.
I want to be charged fairly for the jobs I had done and would like a breakdown of the labor I was charged. I believe the labor is excessive.
This is the response to Ms **** after our conversation-As you can see, when this job was scheduled there were only 3 items requested. However, when we arrived, there were 3 other jobs that were requested:
Also, I **** like to send a copy of the invoice for BBB to review.
Fremont, OH XXXXX
January 2, 2015
Dear Ms ****,
These are the technicians notes that we need to share with you:
Upon receiving the work order for the requested service, there were only 3 items that were listed on the work order for repair. Upon arrival, the customer had 3 more items that were in need of repair for a total of 6. The plastic toilet handle was defective, we replaced with a new metal tank lever. We diagnosed kitchen faucet seals were bad. Faucet was leaking from 3 different areas. Customer decided to go with a new faucet. Troubleshoot kitchen light, found ballast bad. Talked to customer about caulking bathroom vanity. Customer wanted to go with bone/almond color to match countertop. Picked up materials, ballast, faucet & caulk. I (****), was replacing the bathroom faucet (customer supplied) while the other technician (***) was picking up materials. We replaced the kitchen faucet, ballast & replaced filter on furnace in crawl space. Showed customer the color of the caulk before I started. Customer had second thoughts on the color of caulk & decided to go with white instead. Ran to pick up a tube of white waterproof caulk. Tested all fixtures. No leaks & verified proper operation.
I believe that the work performed, was done in a timely and professional manor. Since you were not at the location at the time the work was done, I don't think that you have the ability to judge if the work was done "slow". We had a full service day scheduled, but we still took care of your requests. Even though there was more work than what we had set aside for you on the schedule.
***** E ******
AIR-EEZ Comfort Systems, LLC
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the letter from Air-Eez dated 1/2/15. This is not the information I am requesting. I am well aware of the work that was done and I have no complaints whatsoever regarding the work completed. I have always been very satisfied with the work I have received. I called to question the amount of time I was billed for and asked for a breakdown of that time. Since I have been a regular customer for seven years and have had these exact same or very similar jobs done by Air-Eez in the past, I was very surprised by the amount of labor I was billed for. It is true that since I made the appointment, I did have a couple of other minor things break and asked if it was possible to have them looked at as well and I certainly expected to pay the additional labor. That is not the issue at all. Based on the description of the work that was done in the letter I received, there were no complications with any of the things done that would make them take longer than other times in the past. I was not home at the time and that is exactly why I requested information regarding the labor. I am basing my opinion as "slow" on my past experiences with Air-Eez. For example, on 12/2/11, work order #XXXXX, I had a kitchen faucet installed, 2 electric outlets installed and my garbage disposal had actually fallen out and needed to be re-installed, for these three repairs, the technician was there 1.5 hours. This time I had two faucets installed, a light ballast replaced and the toilet flusher lever replaced, so I would expect it to take maybe twice as long or around 3 hours. I know the furnace filter does not take very long based on work order #XXXXX, dated 1/20/14, when I had both my whole home water filter and furnace filter changed and it took the technician 30 minutes. Based on that, the furnace filter alone probably takes about 15 minutes. So far, I come up with about 3 hours and 15 minutes. I know the technician needed to go to the supplier to pick up the kitchen faucet and ballast, so I would think that would take an additional 45 minutes to 1 hour at the most. So, I have now come up with approximately 4 hours. Since I was charged for 7.5 hours of labor, I guess my question is, does it really take 3.5 hours to caulk across the top of my bathroom vanity?
Final Business Response
In response to Ms ****: We had 2 men on the job. Since both technicians are paid to work, we charged for 2 technicians. Hence, getting the job done in half of the time. 3.25 hrs per man. Also, our labor rate has changed since 2011. I might add that we did much more that "caulk across the top of my bathroom vanity". Our techs were working separately on the multiple jobs that were requested. When Ms **** called for service, she was told it would be T&M (time & materials).
I have emailed the BBB a copy of the invoice so that you can see the work that was done, with the labor times.
In the future, we will get a materials list prior to going to the jobsite. However, if something is added midstream and the customer can not make a decision as to what they want, they will be charged accordingly. Such as we did with this call.
I also might add that we had to run to the supplier to pick up the faucet. The original complaint was that the faucet leaked. It was recommended to replace the faucet. The customer then added the repair for the light ballast and then wanting the sink caulked. Of which the lady at the home didn't did not like the "almond" that she thought she wanted. So we had to go to the supplier again to get the white that she wanted.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I have asked repeatedly and Air-Eez is not willing to give me a breakdown or even an estimate of the 7.5 hours of labor I was charged. I want to know how much time it took for each of the minor repairs I had done. Air-Eez is not willing to give me that information. I believe I was charged an excessive amount of labor.