ComplaintsforExspurt Plumbing, Inc.

• Initial Complaint

  04/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of service: 04/03/2023 The layout of the first proposal listed an item within the service agreement, before the total cost, that wasn't installed. Naturally, that item should have been removed from the bill. However it was not. I was given the invoice with the previous total. When I asked to have the item removed because I didn't have that installed, I was told that the total had been only labor and material costs. I asked for an itemized bill and instead was given a revised bill still not explaining what I had paid for. It was an astronomical amount for the "simple job" that it was quoted to be. It looked as though he had charged at least $*** an hour but I can't be sure because I never received an itemized bill. Eventually I got a parts list but no cost details. The original proposal looked as though it fell within the typical scope of other similar work in our neighborhood which made me feel comfortable moving forward. The laborer stands firm at his "discounted" price (still incredibly high) stating that he lowered the cost to the "actual labor and actual materials used". ************** ***** * ******* *********** ***** ********

  

  Business response

  04/16/2023

  The customer misunderstood the estimate and made an assumption of what the cost of the project should be upon that assumption. The customer is also including price points from national sites which don't reflect the current market in ***** and don't reflect on actual work that was done on this project. I tried to communicate these points to customer, but when a person is convinced that their assumption is correct, there is no discussion that will change the situation.

  The attachment the customer included are the correct attachments. I had scheduled a free estimate for the scope of work to be done. I submitted the estimate to customer to know the cost of the project. The including of the cost of a water softener if they would prefer a better-quality softener then the one the customer had already purchased. The assumption is that the price point for that softener should be subtracted from estimate and the remaining cost should be balanced do. Actually, the estimate was for the work to be done and if Exspurt Plumbing provided the upgraded softener, the price would be added to estimate. We understood the miscommunication and we adjusted invoice to reflect actual time and material used on job from estimated projection. Exspurt Plumbing work within a scope of integrity and the belief system of being honest. We believe we communicated the cost, and, in the future, we adjust format of our estimates to make it as clear as possible for the customer to understand work to be done. 

  At this point, the customer has chosen to file this complaint and they has chosen not to pay for any of the work to be done. 

  Customer response

  04/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  There still hasn't been an itemized bill with the list of products and the prices of those products which further pushes my assumption of Exspurts Plumbing intentionally misleading it's customers.

  I will, within the week, send payment and conduct reviews stating the unprofessionalism we've experienced throughout this transaction.

  
  Sincerely,
  
  Sarah *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩