Customer ReviewsforPronto Inc.

Warning to Seniors: Dealing with this company may be hazardous to your health. Upon receiving the bill for weekend work performed, my mother was confused by charges and phoned the company for clarification. Specifically for hours charged. What my mother received from the accounts receivable person (who is also part-owner) was a vicious verbal attack for simply questioning the bill. No customer deserves this - let alone a 80 year senior citizen in poor health. Via email, my response was to advise this abusive person that we would no longer deal with her, and to escalate the issue to someone who is willing to deal with us in a rational and professional manner. The operations representative of the company contacted me via phone. It was not convenient do discuss details over the phone (I was not at home), so we concluded to communicate via email. This did not resolve the issue as well, as the operations representative did not respond to my emails (two sent). Regarding the bill: it appears the company may be double charging for time travelled, or charging a substantial amount higher than industry averages (per hour). This would explain why the company stated they do not charge an hourly fee - an unheard of claim in the residential plumbing service industry. My complaint is two-fold: 1) abusive customer service; & 2) unfair business practices in the form of price-gouging.

Warning to service providers: Dealing with this customer is difficult and runs the risk of not getting paid for services provided and funds invested in parts and materials as they demand discounts based on having a senior relative.Our technician went out of his way on a Friday afternoon spending over two hours sourcing the parts needed for fixing a leaky in-floor heating system based on pictures sent by the customer. He made sure he has all the parts needed as the job needed to be done on a Saturday when suppliers are closed. He made sure to avoid having to pay extra for a supplier to open the store after hours and him having to travel back to the city to pick them up. He showed up on time on Saturday morning with all the parts on hand to provide the service quickly and efficiently Upon arrival, the technician assessed the leak and informed the customer that the couplings needed for the repair are discontinued and difficult to obtain. Additionally, he informed the customer, who is the seniors relative, that he has the necessary parts stocked on the truck to complete the replacement of the two supply pipes leading to the in-floor heating controller.The customer decided to proceed with the replacement, understanding that it would be billed based on time and materials, with no discussion of pricing.When asked about a potential senior discount by customers relative, the tech clarified that such discussions are handled by the office and he would relay the inquiry to them.The repair was done quick, efficient and in a professional manner.The invoice was generated based on total time spent by the technician between sourcing parts and completing the repair plus dispatch and travel to out of city job site. In addition, there was an afterhours charge for weekend service which was 100% discounted instead of a senior discount that the client repeatedly demanded.After 50 days the invoice is still unpaid and the client would go around posting bad reviews and complaints about the company that provided prompt, efficient and professional service on a weekend with also investing in the parts and materials used.