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Complaint Details
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Initial Complaint
09/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 17,2023 Banks Quarles technician replaced a leaky water heater in my home. Anxious to avoid another flood, I hastily paid the exorbitant fee of $2,918. I was given no cost breakdown for what I was paying for and no other options.On August 21, I tried contacting a BQ without success. Subsequent email, phone and letter yielded nof results. A representative from ******************** contacted BQ accounting ***** with no satisfactory answer.I have asked for a statement reflecting the cost of the water heater plus labor, and a refund for the difference. No response. In my view this company uses deceptive fee practices. Thank you for your help. *********************************
Business response
09/18/2023
While there was some difficulty in Ms. ******** request my staff attempted to assist each time. We recently replied to her letter with our response. All of our services are flat rate pricing, or some may call it menu pricing. Similar to a ********** When we arrived at her home, we diagnosed the issue, Wrote up 4 options of water heaters to choose from. She Chose our Budget series water heater, Which was $2918. That is our standard rate no matter who you are. Our pricing Doesn't change based on the area you live in or the car you drive. Is is a True flat rate or menu pricing. All of our services have a 10% profit goal when it was created by the owner of our company. The technicians have no control over the pricing. I hope this Helps, Thank youCustomer response
09/21/2023
Complaint: 20601508
I am rejecting this response because:
As of today September 21, 2023 personnel at Banks Quarles have not communicated with me either by mail, phone or email. When a representative from my bank contacted accounting at BQ on Aug.21, the representative "******" offered a 10% refund. I considered this unacceptable ($291.80) on the exorbitant charge of $2,981. No response from BQ since then.
Sincerely,
*********************************Business response
10/17/2023
We feel our practices exceed most in our area and industry. We presented 4 different options, and the ability to say no thank you was always a 5th option. Refund of the 10% profit is our only offer here.Customer response
10/19/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************
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Get a QuoteCustomer Complaints Summary
4 total complaints in the last 3 years.
4 complaints closed in the last 12 months.