ComplaintsforCarolina's Finest Plumbing, Inc.

• Initial Complaint

  05/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 3, 2021 I called CFP NOT to REPLACE a toilet but simply reset an existing water tank. Andrea at CFP explained it would be an $89 call fee that did not include any labor. She DID NOT explain CFP's hourly rate is $250 an hour. Had she I would've declined. The technician arrived and before beginning explained the hourly rate is $250 and is also their minimum. But at that point they had me, I was already in for the $89 call fee. Unfortunately the toilet is the only one my handicapped father can access safely. It had to be fixed. Ultimately CFP charged me $288.19 After reducing the $89 service call fee to $49 and applying a 10% senior discount. $250 an hour is an exorbitant rate, not consistent with industry standard here, it was applied in a predatory manner inconsistent with an A+ BBB rating. Attached invoice receipt shows a charge of $136 to completely install same model toilet in Nov 2020. Plumbers earn $18/hr. Work took less than 40 mins. I request $200 refund.

  Business response

  05/26/2021

  Business Response /* (1000, 8, 2021/05/14) */ A few things I want to address. If the customer had called me I'm sure this could have been worked out. Our total time into the job with drivetime and on the jobsite was 1:45-4:00. the hourly pay for Plumber are between $25.00 and 35.00 per hour.. We charge by the job not necessarily by the hour. We are not the cheapest in town but definitely not the most expensive. I am willing to credit $89.00 of the total charge of $288.19 for the dispatch fee. Consumer Response /* (3000, 10, 2021/05/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from CFP is not adequate nor is it truthful. I did complain at least twice to Andrea about the exorbitant charge and the only adjustment she was willing to make was to discount the dispatch fee by $40. I also told Andrea I intended to file a BBB complaint. I allowed ample time for CFP to respond - they didn't. The job took 40 minutes at most and I very specifically discussed this at the time with the technician who can, if he's honest, corroborate the 40 minutes of work. The cost for the drive time should be covered by the dispatch fee. Additionally the first thing the technician explained to me when he arrived (after I was already committed to $89 for the dispatch fee) was that CFP charges $250 an hour and that is also their minimum AND IT IS IN ADDITION to the dispatch fee. This is directly contrary to what is stated in the CFP response. The $250 hourly rate is exorbitant based on the $25-$35 an hour pay cited in the CFP response. The actual pay for the technician is about $19 an hour. As previously stated the $250 hourly rate in addition to being exorbitant is applied and disclosed in a predatory manner only after their technician has arrived at my home and I am automatically charged $89 at that time. Such an unfair hourly rate should've been disclosed by Andrea prior to dispatching the technician. Had it been I would've declined CFP's services, as would most people. Plumbers in Charlotte do not charge $250 an hour. By their practice anytime CFP sends a tech to an unsuspecting clients home they will at a minimum pay $89 + $250 = $339!!! This is indefensible. In my original submission to the BBB I included an invoice from six months ago showing a TOTAL toilet INSTALLATION for exactly the same type of toilet for $136. That total installation was three times the work involved in this job which only included putting washers in the two screws that attach the tank to the bowl. A reasonable response by CFP would be to refund me $200. That would mean I pay a total of $88 for 40 minutes of work which is well above the $25-$35 per hour plumber pay referenced in CFP's response. Again this exorbitant charge and predatory business practice is not consistent with BBB standards particularly for an A+ rated company. Business Response /* (4000, 12, 2021/05/20) */ Sir, With all due respect We have been in business for 27 years. I know what I pay my employees. I Know what the going rates are in the Charlotte area for Plumbers to work in your home. Im sorry we could not come to a agreement. Please let me know if you change your mind on the refund. Thank you

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