ComplaintsforNeumann Plumbing (1979) Ltd

• Initial Complaint

  25/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I woke to wet patches on my kitchen ceiling on September 13. I immediately called Neumann Plumbing to book a service call, as this business is located less than one block away from my home. I was told that a plumber would not be available that same day, but a plumber should be able to attend my issue the next day after 10:00 am. On September 14 I received a phone call from a plumber indicating that he would be arriving within the hour. Upon arrival to my home, the plumber sat inside the work vehicle for five minutes and smelled strongly of cigarette smoke upon entry to my home. I showed him the wet patches on the ceiling and accompanied him upstairs to assess the bathtub. He proceeded to remove the current foam gasket. He proceeded to speak how *** ******* **** *** *** *** , how his *** **** **** ** ***** *** *******, how his financial situation is ********* ******* and how he *** **** ****** ****** in the last two years. He went outside to check the vehicle to see if a rubber gasket was in stock; he needed to drive back to Neumann Plumbing to obtain a gasket. He returned quickly, installed the gasket, filled the tub with water, assessed for leakage, and left. He spent approximately twenty minutes in my home altogether. I received an invoice with these charges for the service call: materials $6 truck charge $35 labour $157.50 GST on sales $9.93 for a total invoice owing of $208.43. I emailed, questioning the truck and labour charged, and ****** replied, indicating that the truck charge is mandatory, labour is $105 hourly, drive time is included, and minimum charge time is one hour. I informed her of what occurred, how much time was spent in my home, how close I live to the business, and requested the labour charge be reduced to 45 minutes. I am currently awaiting a response but am not at all happy with being overcharged & subject to mandatory fees

  

  Business response

  25/09/2023

  As the customer indicated we were called to investigate a leak in the ceiling, ******** was dispatched from his last job (not from our office) generally it takes up to half hour to drive from one location to another through the city. He arrived and quickly diagnosed and solved the problem a defective overflow gasket, he checked his truck but did not have one. Drove to our office picked one up drove back to her place installed, filled her tub to overflow to test the repair. He was able to do all this diagnose, check truck, pick up parts, install and fill a bathtub to overflow all according to **** in 20min which is actually impossible...But none the less we offered to adjust bill as she was threating to destroy our reputation with false allegations, I did try phoning her to talk directly but her phone is disconnected. Because of her threats I did communicate that we would adjust bill and in future would no longer do additional work but hoped she would be able to find a plumber that would better meet her expectations. This made her very angry and she insulted me and my secretary. I replied with another friendly toned message that we would still be available to offer advise if she needed anything...this angered her further and she blocked us from further communication. Please note that we did all in our power to resolve this issue including reducing bill, while staying professional and being insulted. We will include a copy of our email communication with **** for your consideration.

  Customer response

  26/09/2023

  
  Better Business Bureau:

  I do not feel it is acceptable to charge drive time from wherever the plumber is at...what if he was in Beaumont or Nisku or Spruce Grove? 
  

  I did not insult any staff. 
  

  Their communication with me throughout has been rude and brusque. 
  

  I am awaiting a paper invoice so I may pay accordingly. 
  
  
  Sincerely,
  
  ******* *******

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