ComplaintsforBlue Moon Plumbing & Heating Ltd.

• Initial Complaint

  31/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  - Blue Moon Plumbing arrived on Jan 3, 2023 to repair a small leak in a hot water heating pipe running along our living room wall (hot water heating).- Took 2 guys 3 hours to repair a slow dripping leak (leak had started just before Christmas 2022).- Damaged our heating pipe by drilling an additional hole to try and get the air out of the line. They didn't seem to be able to figure out how to drain the water to make the repair. They fixed the hole they drilled and hopefully it will not leak in the future!-Told me they don't guarantee their work but the repair on the original leak should be good for years.- A few days later the same original "repaired" leak on the pipe began leaking, now in much greater quantity!- Called the company and they said they don't do any repair work on weekends or have any emergency service.- Company pulled "L", a construction supervisor, from a construction site to repair the leak the next week.- He did a great job, repaired everything in 45 min! It has not leaked since.- I called the company to speak to them about why I am being charged for 3 hours of labour from the original 2 guys that came when they actually did more damage as they created a larger leak when the actual repair job from someone who knew what they were doing only took ******************************************************************************************************************************* our pipe.-Both myself and my wife called the company at separate times to get a refund for 2 hours of labour that should not have been charged. My wife also emailed the owner, "E" at ************************************************* on Feb 9, 2023 to resolve without going to BBB. -As of March 30, 2023, there has been no email response from "E" or phone call from Blue Moon to rectify overcharging ** the 2 hours of labour due to inability to complete the original repair. That is why I have no other option now but to contact BBB.

  

  Business response

  03/04/2023

  On January 3rd we received a called from *************** requesting a residential service. He explains that there was a leak coming from a pipe that is connected to the hot water tank. Dispatch explained ***************** our residential rates, informed that any materials will be additional and if technician needs to go to the supplier travelling time will be included as part of the service.

  Technician arrived onsite at 10:11am as per our GSP tracking system and left site at 1pm. It takes 23 min from ******* to ***********************. Our supplier ******************** is a few minutes from our office. Technician stop at supplier to grab a coupling for a 3/4" copper pipe. Total hours at job site **** Hrs + 23 Minutes from supplier to the site.

  Total Invoice #***** charged for 3Hrs + ***** in parts. Total $590.05. All charges legit.

  As per technician notes: Arrived on site had homeowner show ** leak. We isolated and drained main floor radiant loop and cut line to drain. Soldered leaking fitting and soldered back together with couplings. Tested for leaks. Leak repaired and job completed.

  ***************** called again on Jan 9th and informed dispatch that the leak came back again.

  Dispatch send another technician to the site to investigate and explain ***************** that we will coordinate the final bill as we dont know what is happening and why the line is leaking again.

  See technicians notes: 

  January 9 2023 Les 3:15-4:15=1hr Got to site and found water leaking from solder joint. Removed joint and replaced with 1 - 3/4 pro press 45 and 2- 3/4 pro press couplings. Filled system and bled out air and checked for leaks . No leaks. Job completed. Total parts cost $116.12 + 1hr labour = $288.88 

  What technician found was a very old system, very old copper pipe that with time will leak over an over again as this pipe needs to be replace or as what client is doing currently waiting for the leaks to do small repairs instead. Blue Moon did not install ******************* current system and for that end we can not warranty the labour or repairs that we do. As this is a very old system leaks will come at anytime.

  Dispatch proceeds to coordinate with ***************** the payment of the service but unfortunately, they blame our company for the leak in the copper line as we explain many times that the system is very old and needs replacement and leaks will come from anywhere at anytime that we can not warranty.

  It is very unfortunately that ***************** refuse to pay for the service when he is aware how old is his system and he knows that we did not install that system we just help them making the repair.

  ***************** is requesting a discount from the first invoice #*****, all charges legit and refuse to pay for the second service. Unfortunately our company already pay for the parts and labour that fixed the 02 leaks his system had, and we are not compensated.

  See photos attached for reference. Photo attached shows ***************** old system and it is very clear that pipe needs to be replace and there is no company that can warranty labour specially when we did not install that system. 

  Blue Moon plumbing is not requesting any payment from ***************** as we understand that they may not be able to afford the cost of the repairs. Only the first invoice was charge and no further action from **. Our company already cover the cost of labour and materials. 

   

  Customer response

  03/04/2023

  
  Complaint: ********
  
  I am rejecting this response because there are many lies being state which are shocking!
  

  1.  At no point was ****************** told the copper pipe is very old and needs replacing instead of repairing.  Not by the first 2 technicians and not by the last technician

  2. At no point did ****************** state that he is waiting for leaks to occur rather than replacing the pipe!

  3. At no point was ****************** even given an option to discuss replacing the pipe as it was never mentioned to him that it was old.
  

  4. What was not mentioned by Blue Moon was that the first 2 technicians made a hole in our pipe (which was not necessary as explained by the last technician) to try and bleed the line and it took a long time for them to fix this mistake.  We should not be paying for this labour time to fix their hole that they made, on top of not fixing the original leak correctly.

  5. At no time did ****************** state he knew how old the copper system was as he has only owned this home for the last 2 years and is not aware of the age of the pipes.
  

  6.  At no time did ****************** refuse to pay for the 2nd service because he was not asked to pay for the second service! The 2nd service was to repair the damage that the first 2 technicians created.  *********** was given to ** for free by Blue Moon as the first job was not repaired correctly. 
  

  7. What we are saying to the Blue Moon is that your first 2 technicians were absolutely incapable of repairing the line, created another hole in our pipe, spent almost 2 hours repairing the hole that they had made, and then fixed the original leak - which leaked a few days later. This is exceptionally poor service and since you state that our copper pipes are old, now we have another liability because your company drilled an additional hole in our pipe and now if that begins to leak we will have to end up paying someone to repair that as well, since you don't warranty your work.  Blue Moon should take responsibility for the first 2 technicians for what they did and the additional damage that they created.  And that is why when the last technician came, he told us the work was not correctly repaired, that an additional hole did not need to be drilled into our pipe and put proper fittings around the leak.  All that done in 45 minutes not 3 hours.

  8.  We are asking to be reimbursed for the original extra 2 hours spent to repair the damage by the first technicians - a job that the 2nd technician completed in 45 min! We should not be paying for the labour time to correct your own mistakes.
  

  
  Sincerely,
  
  *************************

  

  Business response

  03/04/2023

  Complaint: ********
  
  I am rejecting this response because there are many lies being state which are shocking!
  
  1.  At no point was ****************** told the copper pipe is very old and needs replacing instead of repairing.  Not by the first 2 technicians and not by the last technician
  2. At no point did ****************** state that he is waiting for leaks to occur rather than replacing the pipe!
  3. At no point was ****************** even given an option to discuss replacing the pipe as it was never mentioned to him that it was old.

  ------------------------------------------------------------------

  Blue Moon:

  Unfortunately there is no records of phone conversations, and it is ***************** words against our technicians. We truly support our team and refuse to argue with *****************. The photo of the old system we have and provided it is very self-explanatory how old the system it is. *************** should consider contacting his insurance and express those concerns about the system. Again Blue Moon did not install the system our technicians did a good job and stop the leaks. We provided photo of the repair. a very professional and well done job completed. 

  ---------------------------------------------------------------------------------------------------
  4. What was not mentioned by Blue Moon was that the first 2 technicians made a hole in our pipe (which was not necessary as explained by the last technician) to try and bleed the line and it took a long time for them to fix this mistake.  We should not be paying for this labour time to fix their hole that they made, on top of not fixing the original leak correctly.
  5. At no time did ****************** state he knew how old the copper system was as he has only owned this home for the last 2 years and is not aware of the age of the pipes.
  
  6.  At no time did ****************** refuse to pay for the 2nd service because he was not asked to pay for the second service! The 2nd service was to repair the damage that the first 2 technicians created.  *********** was given to ** for free by Blue Moon as the first job was not repaired correctly. 
  
  7. What we are saying to the Blue Moon is that your first 2 technicians were absolutely incapable of repairing the line, created another hole in our pipe, spent almost 2 hours repairing the hole that they had made, and then fixed the original leak - which leaked a few days later. This is exceptionally poor service and since you state that our copper pipes are old, now we have another liability because your company drilled an additional hole in our pipe and now if that begins to leak we will have to end up paying someone to repair that as well, since you don't warranty your work.  Blue Moon should take responsibility for the first 2 technicians for what they did and the additional damage that they created.  And that is why when the last technician came, he told us the work was not correctly repaired, that an additional hole did not need to be drilled into our pipe and put proper fittings around the leak.  All that done in 45 minutes not 3 hours.
  8.  We are asking to be reimbursed for the original extra 2 hours spent to repair the damage by the first technicians - a job that the 2nd technician completed in 45 min! We should not be paying for the labour time to correct your own mistakes.
  

  ----------------------------------------------------------------------------------------------------------------

  Blue Moon:

  Our photos shown a great repair, that section that our technicians repair is not leaking. Photos speak lauder than words in this case and we do not understand why ***************** position in keep arguing a job completed long time ago.
  
  Thank you.

  Customer response

  12/04/2023

  
  Complaint: ********
  
  I am rejecting this response because as you can see in the photo, the ************ on the first visit had drilled holes in our copper pipe that did not need to be drilled.  Looks like there are are 4.  You can see them as they are bright silver colored.  This is what we would like compensation for:  the damage to our pipe by drilling holes and then the labor costs billed to ** to repair those holes.  Those holes have nothing to do with the leak on the right side of the photo.  I have also sent a video in an email to ****** (BBB) showing the repaired original leak that had leaked again in just a few days.  The reason for the video is to show where the leak is on the pipe and then note the drilled holes to the left of the pipe.

  So again, this has nothing to do with the age of the copper piping.  This complaint has to do with the above issue.  That is why I'm asking for the 2 hour labor refund.
  
  Sincerely,
  
  *************************

  

  Business response

  13/04/2023

  ***************** is requesting from ** an additional discount in labour when he only pay for the 1st repair and refuse to pay the second repair and materials used. See photo attached for the second repair that shows materials that *************** is refusing to pay but instead is requesting a cero charge for the service. Again all expenses cover by our company that we are not requesting payment as *************** is refusing to pay for ** fixing the leak in his old system. Totally unacceptable that ***************** keeps asking for cero charge when our company perform and solve the leak issue. See attached photos of the repair as a proof of our work.

  Customer response

  17/04/2023

  
  Complaint: ********
  
  I am rejecting this response because ********* is making completely false statements.  We have never refused to pay for the 2nd repair because ********* never charged ** because we paid almost $600 on the first repair which made the problem even worse than it was originally!  That is why they came to fix the issue at no charge.  And ********* never gave ** an invoice to pay for the 2nd visit.  What we keep stating, is that ********* is not acknowledging that the 1st visit plumbers drilled holes in our pipe that did not need to be drilled (it was an error) and therefore we should not be paying for their mistake!  They drilled 3-4 holes as shown in the photo and then had to spent about 2 hours fixing the holes that they made which never needed to be made in the first place!  This must be addressed!  This is incompetence at its highest level.  Be honest and admit your error and repay the customer for money we spent that paid for your error.  We confirmed the error with the 2nd ********* repair visit that not only had the first visit plumbers drilled the additional 3-4 holes in error, they also repaired the leak incorrectly.  That's why it started to leak again a few days later even though they told ** the repair would last for years!  Why should we pay for 2 hours of labour for ********* drilling holes in error and then spending 2 hours labour to fix their own mistake to repair the drilled holes!
  
  Sincerely,
  
  *************************

  

  Business response

  18/04/2023

  The customer has a very old and run down system, it is common practice that when doing a repair on such a system that when you strengthen/ repair one part of the system that a different weak point will surface and show itself.  Also when dealing with an old system it is common practice to drill holes to drain the piping prior to cutting into the system. When a system does not have any properly installed drain points then this tends to be the only option a plumber has. Stating that this was done in error is just not the case. 

  The pictures of this system taken by our techs fully support the work done, but in the name of customer service, we cover the hours and materials used during the second repair and ***************** keeps asking our company for more discounts that are not legit.

  As a company we had to understand that ***************** refused to pay the second visit, because in his own opinion we did something wrong but instead we have photos that proof our work and also the leak is no longer in the old system. Our company fix the leak.

  Moving forward back in January as a company we voided the second invoice for the service and materials and there is nothing else that our company can do about ********************* system.

  Customer response

  22/04/2023

  
  Complaint: ********
  
  I am rejecting this response because it's inaccurate:

  Blue Moon states: "The customer has a very old and run down system, it is common practice that when doing a repair on such a system that when you strengthen/ repair one part of the system that a different weak point will surface and show itself."

  The copper pipe is not old and run down.  The plumbers would have mentioned when cutting into the pipe and would not have told us that the repair will "last for years" if it was so run down!!  And there was NO OTHER "weak point that will surface and show itself" in the pipe!!   The first visit plumbers repaired the leak but then THE SAME LEAK leaked again and in greater volume as the 2nd visit plumber said it had not been repaired properly.  When the 2nd visit plumber came he did not need to drill holes in our pipe.  No where have I seen that this is common practice to bleed a pipe.  So we paid almost $600 for the SAME LEAK to LEAK AGAIN and also have 3 or 4 additional holes drilled into our copper pipe.  THOSE 3 OR 4 HOLES ARE NOT LEAKING NOW BUT IF  YOU STATE THAT OUR SYSTEM IS OLD, NOW YOU HAVE CAUSED ANOTHER LIABILITY DRILLING MORE HOLES IN OUR PIPES!  YOU CAN'T HAVE IT BOTH WAYS.  YOU CAN'T SAY OUR PIPE IS OLD, AND THEN SAY THE ADDITIONAL HOLES DRILLED INTO OUR PIPE TO BLEED THE LINE IS CUSTOMARY AND THAT YOU HAVE NOT CAUSED ADDITIONAL POTENTIAL FUTURE TROUBLE TO OUR PIPES. The age of our pipes is irrelevant here because that is NOT THE ISSUE!
  

  Once again, the 2nd visit plumber told us that NO HOLES NEEDED TO BE DRILLED IN OUR PIPE.  So how is it that he can repair the same leak without drilling holes??  You must address this issue OF THE ADDITIONAL HOLES BEING DRILLED AND THEN FILLED as we paid 3 hours of labour to the first visit plumbers to drill additional 3-4 holes in our pipe and then they spent 2 hours patching them up.
  

  The 2nd visit plumber fixed everything in 45 min with no drilling.  Do you see the difference?

  I am writing certain points in capitals so I can emphasize to you what we are talking about and what the EXACT issue is.
  

  
  Sincerely,
  
  *************************

  

  Business response

  25/04/2023

  ***************** we are rejecting your response, and we canceled one of your bills already calling that even for the two repairs that you got for the cost of one. As you seem to be the plumber expert and rejecting our workmanship, we will refuse to keep arguing a repair that is so obvious very well done.

  Customer response

  29/04/2023

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

  Please answer this one question:  Why did your 2nd visit plumber repair our leak in 45 min without drilling holes if you state that holes must be drilled?
  
  Sincerely,
  
  *************************

  

  Business response

  01/05/2023

  As ***************** is confirming our company repair the leaks.

  As he is such an expert plumber and questioning our methods No further comments.

  Thank you.

  Customer response

  01/05/2023

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

  Blue Moon did not answer the one sentence question that I asked: 

  Why did the 2nd visit plumber, Les, not have to drill into our pipes to repair the original leak since you insisted the 1st visit plumbers needed to charge ** for 2 hours  of labour to drill into our pipes and then repair them? 
  

  Charging ** for 2 hours of labour for drilling that did not need to be done is dishonest.  It's OK to admit they made a mistake drilling into our pipes and refund the 2 hours of labour that we were charged. That is what we are asking for.  If Les would have been the only plumber to arrive to fix our leak we would have only been charged 1 hour of labour and parts, since he was finished in 45 minutes!!!

   

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  13/09/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Sear Sir.Madame, On August 21st I contacted this company and ask them for help with my boiler which was showing an error and wouldn't get hot water anymore. The receptionist said that she will email me their prices . She never did, so I called again on August 22, and was told the charges per hour and that the technician will not change any parts without letting me know the costs first. The plumber came at 8 am and I told him that the error displayed on our boiler screen means" low water pressure ".He wasn't familiar with the ****** boiler so he asked me for the manual.After I told him that I don't have it, he called ****** and one of the technicians there guided him and he figured out from where to increase the water pressure. The boiler started to work. Then, the technician washed the filter and said that he will flush the boiler. As I had this done the previous year,I thought that it should be good to have it done again. He used a submersible pump. He never mentioned to me, that I have to pay for this pump or keep it. I thought that, as the other company did last year, I'll only have to pay for the service and the solution used. 10 minutes before 10am I asked him if he's done,as I had to be at work at 10am.He said that he's done and will send me an invoice by email.He also mentioned to me that,in the same email,he will mention the parts that he suggests to be changed. I understand paying for 2 hours of service(from 8 to 10 am)and the solution used for flushing. The invoice tough asks me to pay for 3 hours of service and the pump and houses used for flushing. I have video cameras showing the car outside parked from 8 to 10 am and the tenant, as a witness. Paying for the pump and houses used for flushing was never discussed as I would refuse it.The plumber took it anyway, so I wasn't aware that I have to pay for something that I don't keep. I emailed them my concerns,called the owner, and left messages.The only reply I got was another email with the same invoice.

  

  Business response

  20/09/2022

  Hi,

  I would like to confirmed that this complaint has been resolve with the customer. As customer decided to pay for our labour and materials what she though it is right for her regardless our efforts to make her understand that all charges are legit.

  Customer response

  20/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They called me and agreed on getting paid only for 2 hours of service and the solution used for flushing the boiler.  
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  17/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2021, my husband and I paid Blue Moon Plumbing & Heating Ltd. $12500+tax for the installation of a combined furnace/tankless water heating unit. We had to ask Blue Moon to come back and fix the installation many times because it wasn't up to code nor passing the gas inspection. To date, Blue Moon still hasn't fixed the vent (which is now in the roof rather than in our attic as they left it at first) which has no cap, so that rain, snow, insects, can come into the pipe. They also haven't fixed the fact that the furnace makes so much noise we have to turn it off in order to be able to sleep. We have called and emailed Blue Moon dozens of times and always get the response: "we'll call you later today", or "we'll call you on Wednesday", but nothing happens. We are exhausted and tired of being disrespected.

  

  Business response

  19/04/2022

  I would like to respond to this customer complaint and to begin with all of the people involve in this issue no longer work with the company. Starting with the estimator, the technician who did the instalment and the office person who schedule the job as company was sold in 2021 and this is a new ownership.

  As per Blue moon manager system shows what we have in our records is that Estimate #***** for $13,125 (inc taxes) for replacement of existing furnace was approved by ********* *** ******* *** *****. This estimate included the replacement of the furnace and labour that clients approved and paid. To be clear that we did not charge or overcharge to the client as they claim. Clients paid for a job that they approved. Also to add that any additional visits were never accounted or charge to the clients as part of the company policy to respond to clients complaints as we acted in good faith to provide further investigation to this particular situation.

  Please note that during the site visit, the estimator included as part of the quote that ***'s Manufacturers Warranty was 5 year in parts only and labour to go back is not included as factory deficiency is always a possibility. we suggested that clients review ***'s website for more information as this is a very high end equipment that may need further instruction for daily operations and to be aware of the maintenance.

  Additional note from the estimator 

  New furnace has a width of 17 3/4", this is approximately 3/4" wider than existing.  This may cause an issue with existing electronic filter
  Note:  New ********* electronic filter is 3 3/4" wide, this is 3/4" smaller than existing, so this should work.

  This information is very important as indicates that the existing system should work fine with the new unit but to be consider that this is not a guarantee.

  What clients do not understand is that if current system, meaning plumbing and ****, are not the ideal for new high efficiency units this units wont work accordingly the manufacture specifications.

  Clients agree to replace the furnace but do not agree to replace the e***re system, perhaps we installed the furnace and there is no issues with this unit as clients complaint is a loud noise but do not me***on that the unit works perfectly.

  We explain the client that the furnace works perfect and provides hot water and they confirmed that this is not the issues as there is no issue other that a loud sound from the unit and this is only related to the current **** system that they have and that has nothing to do with us as we do not did the installment of the system in their residence.

  The pipe that the client me***oned is the drain roof as every furnace needs ve***lation to the exterior. Not sure what it is the complaint about other than clients dont know much about **** systems.

  Blue Moon plumbing recommended to the clients to contact who did the installation of the ve***lation, plumbing and mechanical as they should be able to go back if the house is still under warranty for any repairs or upgrades that are not part of our scope of work. Every mechanical room for a reside***al building should be insulated and sound proof according to the zone, City bylaws and following the BCBC for this specific reason to avoid any loud sounds from this units

  Thank you.

   

  Customer response

  16/05/2022

  
  Complaint: ********
  
  Hello ******,
  
  Thank you for reaching out.
  The complaint has not been resolved. Blue Moon Plumbing has not taken any of the points I raised seriously, has not come to check anything, and thus has not taken action to fix any of the issues.
  I’m quite disappointed. I give details below, answering every point in Blue Moon’s response.
  
  Please let me know if there are any further steps I can take with BBB with respect to this.
  Best regards,
  
  Katherina  
  
  Answer I would like Blue Moon to read:
  
  - The fact that the company has new ownership should not affect the clients’ issues with unsatisfactory recent work
  - The noise issue has nothing to do with sound insulation of our home's mechanical room, which is in fact fully insulated. Also, we were never told by the installers that our existing system (“meaning plumbing and ****”) needed to be changed for the new unit to work properly; this is the first time we hear of this idea. Is Blue Moon trying to put the blame for a faulty furnace/installation on us and our house instead of checking what is the problem in good faith?
  - We took the time to review ***’s website and we contacted *** technicians in order to make sure that the system was configured according to specifications; this has not resolved the problem of noise (and the noise is not coming from the mechanical room, it is heard at every vent of the house). The new owners or personnel did not come to check our complaints, so how can they claim that “the furnace works perfect”?  
  -  Yes, every furnace needs ve***lation to the exterior; we found out that ours did not have that when the district of North Vancouver inspector came to inspect the installation in order to give the gas permit and said he could not give us the permit because of several issues, including that the ve***ng was not to the outside; at that time, Blue Moon did come to resolve this but what we didn’t see u***l later was that they put a pipe to vent through the roof but did not put a cap on it! One does not need to be an expert in **** to know that things (water, snow, leaves, etc.) will get in if on your roof you have an open straight-up pipe. We included a photograph to help them see the problem but apparently they did not understand this.

  

  Business response

  17/05/2022

  Please see our previous response to this matter.

  Customer response

  17/05/2022

  
  Complaint: ********
  
  I am rejecting this response because Blue Moon Plumbing & Heating has made no attempt to check out the complaints I have listed and illustrated. They are not interested in fixing a clearly faulty system that they sold us and installed for us; they are also not interested in fixing a blatant error in their installation (putting a cap on the ve***ng pipe on our roof). They have not made an effort to respond in good faith to our concerns and have caused us considerable stress and financial loss, as we are left with no choice but to pay for purchase and installation of alternative heating devices before next winter, as well as paying for someone to go up on our roof to install a cap on the Blue Moon pipe. 

  I understand that installers make mistakes and that machines can have defects, but it is the job of the company with whom a contract was made to ensure that mistakes and defects are corrected. Blue Moon Plumbing & Heating has not acted as a serious, ethical business in this matter.
  
  Sincerely,
  
  ********* *** *****

• Initial Complaint

  23/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12/08/21 - Two employees arrived to work on exterior drains and cleared them. Upon completion I asked for invoice/charge details for work done and was informed the office would be contacting me to forward. 12/09/21 - Charges for services made to my credit card. 12/15/21 - Saw charges to my credit card from Blue Moon exceeded quoted amount - no invoice or detailed breakdown received prior to charges being applied. Called their office and was told there were additional equipment charges I was not informed of - was told I should have been made aware when I was quoted. The employee said they would look into the hourly charge and additional equipment charges and get back to me. 12/17/21 - No call back received - called Blue Moon again and left message requesting a call back and a detailed invoice. Contacted **** to dispute charge. 12/22/21 - No contact from Blue Moon received to date either by email, text, phone or mail.

  

  Business response

  11/01/2022

  Please see attached the work order generated for the job of the subject for **** ****** at ***** **** *** * ****** and the Invoice as a result of the job done. The charges are correct. Our 1st Hr service for residential accounts is $189 (+taxes) and per any additional hour the rate goes down to $129. In this particular case we needed 02 technicians on site and the invoice only reflects 01 technician accounted as part of the bill. In regards to the Camera inspection, this is an additional charge that every plumbing company in the province charges so this is not a hidden charge or even over charge. Our rates are one of the most affordable. The reason why we have good reviews as well. We understand that client it is very surprise about the charges but this is not an over charge as per rates are very reasonable to compare with other companies.

  We can not put ourselves in the position of what the client heard from us and what our staff said to Mrs ****** because is not about finding who is guilty but we believe this is just a miss understanding. Moving forward we talk to our staff to be more careful and clear with the additional fees may be involve and to explain as much as possible to home owners so this miss understanding never happens again. We appreciate our customers and we are very sorry that this situation was not solve on time.

*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. ↩