ComplaintsforUncle Bill's Hillcrest Plumbing & Heating

• Initial Complaint

  05/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Service call for pluged kitchen sink drain on December 23/2022 Technician was asked and provided company charges to what we agreed $179. for first half an hour.Service person arrived at our condo at **** pm the same day He removed black pipe under the sink and located blockage in P trap that was cleared. Than he went to assemble.We noticed a leak from connection and plumber tried to fix it by using plyers. It was fixed but later this evening we noticed a dripping from the same connection and we filled a form to inform the business. We received no response.We sent emails with no response. We called the business and spoke to secretary and she confirmed receiving so emails. We felt that this person was very agrevated. We asked to speak to the owner and respond was Do not try to scare meAgain we ask for explanation of company policy NO hidden charges and received no reasonable answer instead she informed us there is no such policy.Service was not available till January 3/23 ********** also advertise service guarantee we explained that a leak accured after service was performed the same evening.Secretary sceduled the call for January 3/23 10-12am We called the office to speak to the owner but were told he is out.**** offered us to help.We been informed by **** that Service person attended to clear the blockage and even after complition off reassembling the pipes it was not their responcibility to fix the leak. Our point that leak did occur due to reasembled pipes by technician was not valid. **** informed us that we will be charged again and the best they can do was withdraw service truck fee $45.00 even it was a recall under warranty.Also the fact that we have been charged 264 dollars for performing half hour labor that we dispute as Servicemanquote 179 for first half our.**** informed us that they have no 1/2 hour charges and minium is one hour.At the same time when service person was askeed why they charge such high charge he informed us about traveling fee

  

  Business response

  31/01/2023

  Hello,

   

  We apologize for the issues you have had with your drain leak.  From our records, it looks like we went to unclog the drain and the when we put the drain back to together it started to leak after we left.  

  We did return to fix the leak at no charge to you.

  As for the charges, we do have a minimum charge of $189 for the first hour and $150/hr after that with a $45 truck charge.  You were charged our minimum charge with a truck charge.  We are happy to refund you for the truck charge but feel our minimum charge is still a valid charge as their were services provided and we did return to fix the leak at no charge.

  We hope you find this an acceptable solution.

   

  *****

   

  Customer response

  31/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: In fact I was charged $264.00 for 1/2 hour labor plus 45 dol truck charge. That not what your charges are. Is it?

  Yes you send another person to fix poor job  and damage done by plumber #1.

  I feel that was a part of job your firm provided with guarantee. That  exact advertised by Uncle Bill.  Plumber #1  for ever reason did not do proper job.

  The satisfactory solution:

   Truck charge and differance in labor charge  that obvious plumber #1  overcharged plus taxes charged. We are not trying to take advantage of you but be reasonable
  
  Sincerely,
  
  *********************

  

  Business response

  16/02/2023

  Hello,

  We will refund the truck charge and charge only our minimum rate of $189. + gst.   We charge $189 as a call out rate and don't have a lower call out rate.  We do stand by our work and did come back to fix it to customer's satisfaction.

  We hope the customer finds this a reasonable solution.

  Customer response

  17/02/2023

  
  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.
  
  Sincerely,
  
  *********************

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