Business ProfileforCertified Plumbing & Heating Ltd.

Had Certified P&H come in on June 10, 2022, to fix a slow leak in a bathroom sink and to run a new water line from the basement to reconnect outside underground sprinklers. In the end, I was charged 4 hours of labour even though over 2 hours of that was related to the technician in transit to our house or back to the shop (twice) to find parts/materials. We were billed full plumber rates for over 2 hours of travel time (including the transit time before the job even began). I phoned the company the next day to let them know of my concerns but was told this was industry standard and all companies do the same. I was told that "someone has to pay for the technician's travel time". I was not impressed but paid the $750 invoice. Should also mention that the sink was left dirty and the insulation/vapor barrier in the basement was not put back in place. I will not use this company again.

Our call out, as per customer, was, bathroom sink drain leaking and reconnect an underground sprinkler line that homeowner had cut while doing work to the deck.
Our service technicians do have reasonably stocked service vehicles to facilitate most of the calls they are given. There are times when the information we are given does not entirely reflect the scope of work once on site.
This call is a situation where the repairs where more involved once on site.
This homeowner was upset and does not believe that he should have to pay for picking up parts, he stated over the phone that any company should not bill the customer for that. We keep our service vehicles stocked with everyday items that they need but specialty parts which was the case here needed to be found from our suppliers to complete repairs as requested by the homeowner. The repair to the sink drain had to be a Brushed Nickle finish as per the customer's request which meant our service tech had to find a supplier that carried that exact part/finish. The repair to the sprinkler line was poly butylene pipe, we needed to find a supplier that even carried parts as this product has been discontinued for numerous years and this material is no longer available.
This information was relayed to customer by our service tech while on site and once again when we talked on the phone on June 11, 2022.
It is labor law that technicians are paid for time worked. There was extra time involved to locate the required material and the service tech did not charge this customer for an hour of his time to locate a lot of this material that was either discontinued or not readily available.
When the call was received from the homeowner on June 11/22, no mention of the vapor barrier or dirty sink were relayed to our office. Our service tech on site stated that the vapor barrier could not be replaced as there was no existing vapor barrier in place and the sink was cleaned out before tech left site.
This customer is disgruntled as he feels the cost of the repairs were higher than he was willing to pay as he stated on the phone to me June 11, 2022. I explained everything to him very thoroughly and politely and all he kept saying is that he is going to go all over social media as he believes he was wronged. We are truly sorry that he feels this way as we provided a service to him exactly as he asked us to do. The homeowner was not on site for the duration of these repairs, invoice was left with his daughter on site.

I did not request a new sink drain, the technician suggested that without advising that the part was $175. All I wanted was to stop a very slow leak below the sink drain. The mistake I made was not asking for an estimate of what the two items would cost before work was done. What I thought would be a 2 hour job costing $250 - $300 turned out to be 3 times that amount. And I was on site from 9 am - 12:15 at which point I had to leave for an appointment. I never imagined that the work would've carried on past 1 pm. The work I originally wanted done is not completed as I now have to get another company to hook up the water line to my sprinkler system.

Once again, we are truly sorry the homeowner feels this way. We completed the work as requested by the homeowner, it is unfortunate that he feels that he should not have to pay for the work completed.