ComplaintsforClearWater Plumbers

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thursday June 29, 2023 a plumber came to check leaks on a front and back outside faucet. He turned off the water and installed a new faucet in the back and then went to the front and solder a piece and installed a new faucet. He arrived at 3:50pm and was finished at 4:48pm and charged $657.43 for two faucets that you can purchase at ********** for $10.32 each and less than one hour of labor. More than once I have asked for an itemized invoice to justify this high price but have received nothing.

  Business response

  07/26/2023

  Good Afternoon, 

  Thank you for the opportunity to respond to a pricing complaint.  Our office team spoke to **************** several times attempting to explain we are a flat rate company and our services are not determined by time and material but the cost of our overhead and labor.  A member of the ** team did speak with **************** after multiple calls with our CSR team.  She explained that while we are not the cheapest we are not the most expensive.  Our pricebook that is set for the entire company is reviewed and tailored quarterly to adjust to the cost of doing business.  We do guarantee our plumbers to be licensed by the *********** Board of plumbing, to be our employees and not subs along with pre-employment drug screening and background checks.  It was also shared in the recorded calls that our employees are given the opportunity to provide a fair living for their families along with benefits such as health, retirement and PTO time.  We take a lot of pride in who we employee and who represents our company with our clients.  We do understand this is not a fit for everyone or the relationship every customer wants. Our goal is to provide the best, honest and consciences service for plumbing needs.   

  **************** reference to time is not accurate.  Our CRM software records dispatch to closing of the job including arrival and departure of the **** licensed plumber by GPS.  While we do not bid work by T&M, **** did use our internal pricing matrix to offer a refund to the lowest cost we could do this work for and a refund was processed for $156.34 by check.  

  Attached you will see that ******************** signed for the estimate before the work was to begin.  It is our company policy to present the prices and options upfront.  Our CRM software time only presents the pricing as it will be agreed upon.  The options for this work were defined in the description; please see the attached estimate.  

  Additionally I have included the photos of completed work.  If any additional information is needed please do not hesitate to let us know.  We do try to explain the cost of materials, labor, insurance, tires, fuel, etc has gone up a dramatic amount in the past two years.  It has gone up so quickly we have not been able to adjust accordingly fast enough because it is a sticker shock to our long time customers.  As it has been historically we will be able to adjust our pricebook again in the clients' favor as the economy and supply/demand emerges from where it is now.  

  
  
  
  ***************************
  Chief Operating Officer
  6954 ************.
  **********, **  76179
  ************** direct
  ************** main
  www.clearwaterplumber.com
  
  Do what you Otter . Call ClearWater!

   

  Customer response

  07/26/2023

  Complaint: 20268813
  
  I am rejecting this response because: The explanation for the charge and the charge is extreme. They said my time for the job was not correct but I saw the truck stop in front of my house at 3:50 pm and he finished at 4:48 pm. That is less than 1 hour of labor and again the 2 faucets was charged at  $67.34 so that means the 1 hour of labor cost us $590.00 and that is excessive in anyones books.
  
  Regards,
  
  ***************************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 25, 2022 Clear water plumbing repaired a water leak from pipes in my wall. The work they completed was done very well. My complaint is from a damaged safe , that they moved in my closet. I did give pemission to move items out of the way. The safe was on the opposite side from where the work was done, not in the way. When the plumber was moving it, he broke off the key that was left inserted in the lock. It had to be opened by a locksmith, at a cost of $250. The door to the safe can no longer be used. The locksmith wote down a quote for a similar safe to replace this one. His quote was $539.99. ******** at Clear water told me only the locksmith would be paid for. Not a comparable replacement safe and gave me check for $250. I am waiting until after this problem is resolved to cash it. thank you *********************

  Business response

  05/25/2022

  After speaking with our team who voluntary offered to help move the items including the safe in question in Mr. ****** closet where the work was performed, they were unaware of how this fluke accident could have happened. It is an unfortunate situation, however we offered to assist in rectifying by reimbursing the cost of the locksmith. We found a local safe specialist that we reached out to and confirmed they would be able to help **************. The information for the company was sent to ************** along with letting him know that they would be expecting him.
  
  We do not take full responsibility for this unfortunate situation; due to the fact it could have happened any time before our technicians began their work in Mr.****** home. All of our calls are recorded in the office and from the first call on April 27th, and again on May 2nd, to when we wrote a reimbursement check the conversation changed from our technicians voluntary moving the safe for access to the wall where work was being performed to purposefully moving the safe without Mr. ****** permission because it was not in the way.
  
  We do hope that ************** accepts the check we have given him in an attempt to assist, in the amount of $250 to cover the amount for the safe specialist.
  

  Customer response

  05/25/2022

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

*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. ↩