Business ProfileforTerra Nova Plumbing

Customer experience started ok. Plumbers came on day expected, had to leave after a couple hours for an emergency. Had a few shorter days following, apprentice left alone to work often, should have noted to management immediately. Thursday afternoon told half to a full day work left, we had to leave town. No follow up calls or communication from plumber to change our expectations. Return home, 2 downstairs sinks left unusable and uninstalled. Takes 4 phone calls to have plumber return for 10 minutes to install water shut offs so my husband and I can reinstall the sinks ourselves. Received invoice indicating 2 additional days of work above what was communicated, notes all sinks reinstalled, and rather inflated hours on days we were present, management stands by plumbers hours.

Thank you for your feedback. As discussed with you personally, we have confirmed the hours reported by our technicians is correct. All of our trucks are equipped with GPS and the technicians have to check into a dispatching program to record check-in and check-out times on the job. In addition, we remind you that time spent picking up materials and removing debris to the landfill is billable time. Our invoicing fell within the parameters of the estimate we provided. There was some additional scope of work that was completed at your request and that was reflected in our invoice. We acknowledge there was one basin vanity cabinet that did not get re-installed. This was outside of our estimated scope of work and the second sink (kitchen) was not completed at your request. You wanted to get the drywall repair completed first. Qualified apprentices may be left working on a job with the oversight of a more experienced plumber, especially when they are experienced with the tasks assigned. This practice results in cost savings to the homeowner. We checked our phone logs and could locate only one instance where you called us with regard to this issue.