ComplaintsforSure Flow Plumbing & Heating Ltd.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On April 24, 2023 I called Sure Flow Plumbers and Heaters of Quispamsis N.B. to respond to leaking pipes at my cottage in Quispamsis, New Brunswick. I told the person at Sure Flow that it was not an emergency. She said that they could not send someone that day, but could the next day. She said nothing about the billing practices of the company. The next day April 25, 2023, the Sure Flow people showed up at the cottage at 1:03 pm. They repaired the (2) pipes and also replaced a washer in the tap of the bathroom sink. All plumbing work was completed by 2:23 pm (1hour +20 minutes of work). The work crew (2 men ) returned to their truck ‘to make out the bill’. After 15 minutes I went outside and tapped at the vehicle door and asked ”are you waiting for me?” The head guy said ‘no’ and that they were still working on the bill. About ten minutes after I had left the truck/van the driver came in the house and presented me with a bill for $586.00, he claimed it was for 2-1/2 hours work (and materials). I said that they had only worked for one hour and twenty minutes. He the said that the billing starts when the customer was notified by phone that they were coming. I told him that I hadn’t received a phone call form Sure Flow, He replied, “but we tried.” I knew they were based somewhere in Quispamsis, so I looked it up in ****** maps, got in my car and drove there. I looked at the time before I left My house and on arrival at Sure Flow found that it took me 'two minutes' to get there from my cottage, so they would have left their base at or after one o’clock pm, arriving at my address 2 minutes later. . A few feet of plastic hose and a washer would account for materials. From looking at hardware store prices I would estimate $30 retail. I you make a fraction out of the time actually worked, and put it over the total time they charged for, and then do the math, I figure this company owes me $200+ for the overcharge.

  

  Business response

  18/07/2023

  This will confirm that we did attend at Mr ******** cottage property on April 25, 2023.  The tech did receive the call to go when they finished their job and tried calling a few times, and got no answer.  Mr. ****** did indicate to the Office that he would be home all day waiting for the tech.  Therefore we advised the tech to go out.  They left for the job at 12:24 and arrived at his cottage at 12:55.  Completed the work and the paper work and left the job site at 14:52.   We have a GPS in all our vans.   They were on his job from the time they left to head out to the job until the job was completed and paid for.  This time includes calling the office to obtain prices for the material used, and for collecting the payment.   This job required 2 techs as they were under the cottage for therefore it is confined space.

  Any additional questions, please do not hesitate hesitate to contact our Office.

  **** ******
  Office Manager

  Customer response

  24/07/2023

   I am rejecting this response because: The company feels their action does not warrent censure. 

  I will send an attachment to the email address on the previous page. 

   

  
  

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