ComplaintsforWorry Free Plumbing & Heating Experts LTD

• Initial Complaint

  15/09/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was out of town had a new tenant washing machine overflowed called them to fix they said they fixed it and it was 933$ Which didn’t make sense cause they were only there 45mins but I payed anyway next day basement flooded again they stopped answering my calls and I had to fix the issue myself once I got back they still won’t reply when I call to try to discuss the issue

  

  Business response

  26/09/2022

  Sir,

  None of this is to code. It's dangerous and ridiculous. We came out in the middle of the night to perform the service and we came back again 3 days later to repeat the service for free, despite you not taking any of our recommendations. You wouldn't take any of our recommendations on how to repair this system so that it met code and was safe. It's both unfair and unkind to request your money back when we tried so diligently to serve your tenant. 

  Customer response

  26/09/2022

  
  ********** ********
  
  I am rejecting this response because:first off you must have me confused with someone else you ripped off because you were never here at night secondly you showed up didn’t listen to what needed to be done charged 933 dollars for absolutely nothing i had already snaked that line myself  you didn’t ask for approval before charging this much then you lied and said you fixed the issue and tested it the next day there was another flood because you don’t take care of the easy issue in front of you were more interested in trying to charge as much as possible and you tell me it’s not nice wtf I had to return to a 933 dollar bill and another flood then fix the problem myself I was polite and had to call 25 times before I finally got a manager from the company I was kind and explained my issue he said he would look into it and call me right back but never did so I cannot let you act like this  and do business this way your it’s not right I will not stop until there is justice 
  
  Sincerely,
  
  ***** **********

  

  Business response

  18/10/2022

  ***** ******* ****** ***** ******* ******* *** **** **** ** *** ***** ******* ********************** ******** *** ****** ******** ****** ********* *** ********

   

  This is my response:

  
  

  As the landlord, you bypassed every single plumbing code imaginable, and basically made a drain field inside the tenant's home, out of a Rubbermaid tub. I've sent photos and responded to the complaint.

  
  

  We had plumbers in there twice (I can show you timesheets, as well as them clocked in on our automated system) - at personal peril, as standing sewage isn't healthy - we solved the problem as best we could given the illegal set up you, as the landlord, have created. It was flowing when we left, and we demonstrated that to the tenant before leaving. We cannot be responsible for additional debris being flushed down the drain after we left.
  

  Customer response

  20/10/2022

  
  ********** ********
  
  I am rejecting this response because: according to you my setup had nothing to do with the issue which is why you charged me 9
  960$ dollars to run a drain cleaner downstream from my setup which actually worked as intended for last 5 years anyway you just took the money and ran I kept trying to get you guys to respond and I had to take it to this level kinda sad really makes sense why you don’t have an office 
  Sincerely,
  
  ***** **********

• Initial Complaint

  19/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Worry Free plumbing and heating on April 15. We arranged an appointment for Noon to 1:00PM for June 16. I was warned on the phone that there would be a$149 call out fee. What they failed to tell me was that they also charge an additional $195 to look at the furnance (diagnostic). I didn't need a diagnostic I told them that a switch is broken BEFORE the appointment was made. In my case, the technician fished out the broken switch: problem solved. 2 minute job...$309 It was a rip off to have to pay extra to have them do their job...they should warn people, not wait until they get there. It's dishonest and misleading. Especially given that I told them the issue prior to booking the appointment

  

  Business response

  19/04/2022

  Hello ****,
  A fully licensed, certified technician was dispatched to your rental property on the Saturday of the long weekend.
  We carry WCB and liability insurance to protect your home, our staff, and your tenants.
  In order to properly perform our due diligence, in addition to the work preformed, our journeyman went through a full diagnostic on your furnace. This is to ensure that your furnace is safe for your tenants.
  As the solution to the problem included no new parts, he completed the work and only charged you for a diagnostic, and provided you with a 15% discount.
  In order to protect our clients, Worry Free regularly audits our pricing in comparison to standard market rates here in Edmonton.
  While I am sorry you were unhappy with our pricing on this job, you are still protected by our one year warranty on the service we provided.

  Customer response

  20/04/2022

  
  ********** ********
  
  I am rejecting this response because:it is not dealing with their use of the dishonest and misleading pricing. They said $149 call out fee which is reasonable but they wouldn't look at the furnace unless we gave as additional $195
  
  Sincerely,
  
  **** ********

  

  Business response

  20/04/2022

  This was not the case.
  Ms. ******** called the office. She was informed of the $149 dispatch fee.
  The technician arrived, asked the tenant what she was experiencing. The blower fan on furnace was running 24/7. The tenant said she only wanted the fan during heating. The manual switch was cracked off flush, and couldn't be pulled by fingers. The tenant phoned Ms. ********, the landlord, and the technician spoke to her on speaker. She was aware of the $149 truck fee. The technician said to pull the switch out will just be the truck charge and diagnostic of $195. This was the price for fixing the problem and it was explained to her before any action was taken on her furnace. Before she incurred any cost, she was provided with the price up front, and had the option not to get the problem fixed. Ms. ******** then agreed to both the price and the work. She could've decided not to proceed with the work at that time, and only owed the dispatch fee of $149, once she knew the cost to fix it. Instead, she told him to proceed with fixing it and understood the charges for fixing it.
  
  When the technician finished, the tenant was super happy that the fan was running only during heating. The technician went to his truck, and called Ms. ******** for payment. He explained again what he did and gave her a quote to replace it with a new fan/limit switch. As we would've had to order it, he explained it could be available Tuesday. At that point, he offered Ms. ******** a discount of $100 off if she chose to go with the quote he gave her for the new switch.
  
  At that point, after already agreeing to the price and already receiving full benefit from our visit, Ms. ******** argued about how much it cost for what the technician did. In the hopes of receiving payment, the technician offered her an immediate discount of $50. She agreed to truck charge and $145 to fix the switch. The technician took Ms. ********'s credit card over the phone and completed payment.
  
  We are not prepared to provide Ms. ******** with any further discounts. Yes, we each have to give a little. Worry Free has already done so. Ms. ******** is accusing us of acting in bad faith. We did not. She was charged the dispatch fee and to fix her problem. Both of which she agreed to in advance. We operated in good faith at all times. We gave her up front pricing and then fixed the problem, assuming that she would keep her word and pay upon completion. Instead, upon completion, she argued about a price she already knew. In an effort to satisfy her, we offered a discount, again she agreed. After paying, she is attempting to go back on her word a second time. If she didn't want to have the work done, that option was available to her. Instead, she agreed to the price, took our time, and is the beneficiary of the completed work.

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