ComplaintsforEarl's Performance Plumbing

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Dec. 11, 2023, ****'s quoted, and was paid, $1,133.59 to install a customer-provided hot-water recirculating pump, an inexpensive (< $20) bib on a PVC standpipe and fix a leaking frost-free hose bib. Total on-site labor time was approximately 45 minutes. On Dec. 12, I contacted ****'s to inquire about the charges as they seemed excessive for the minimal amount of time and materials expended. ******* manager "****" acknowledged that they erroneously charged me for the pump, which I provided (and was so specified on the invoice.) He also explained that the frost-free hose bib fix is not a long-term solution and they do not claim it as such, but offered no explanation of why they charged $637.49 for approximately 30 minutes of labor and a replacement stem part. I acknowledged that the tech explained that this exterior repair was not permanent and likely would leak again in the future. However, the implication -- and my understanding -- was that the leak would be stopped for a matter of years, not minutes. ****'s then credited me for the erroneous pump charge ($286) and reduced the bib leak repair to $337.49. The leak was never stopped and continues to leak to this day (January 17, ****), as it did prior to the "repair." A "non-fix" is not equivalent to a "short-term fix", which was promised and paid for. The $286 charge for the self-provided pump, discovered by the customer, could be considered fraudulent and the pricing predatory to senior citizens. In light of the hose bib leak remaining unfixed, I seek a refund of the full amount of charges for that undone repair -- $337.49. For the benefit of future senior citizen customers, I request that ****'s be required to provide detailed itemized invoices to all customers in the future, clearly showing labor time and specific parts costs. The itemization should also be presented in the quotation of charges to customers prior to starting a job.

  

  Business response

  01/29/2024

  Dear *******************,

  We sincerely apologize for the inconvenience and dissatisfaction you experienced with our service on December 11, 2023. At ******* we strive to provide exemplary service, and it is disheartening to hear that we fell short of your expectations.
  We appreciate your detailed account of the issues you faced, and we understand the frustration caused by the miscommunication regarding the hot-water recirculating pump and the perceived lack of a long-term solution for the frost-free hose bib repair. We value your feedback and take this matter seriously.
  

  In acknowledgment of the errors in our billing and the unresolved leak issue, we want to assure you that we stand by our commitment to customer satisfaction. We have reviewed your case, and we will be issuing a full refund of $337.49 for the incomplete hose bib repair, as requested.

  We genuinely apologize for any inconvenience this situation has caused you. Your satisfaction is of utmost importance to us, and we appreciate your understanding as we work to rectify these issues.

  If you have any further questions or concerns, please feel free to contact our customer service team at *************.

  Thank you for bringing this to our attention, and we appreciate the opportunity to make things right.
  Sincerely,

  **********

  Earl's Plumbing

  Customer response

  01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

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