ComplaintsforGNG Plumbing, Inc.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called GNG Plumbing because we noticed a wet spot in our bathroom that appeared to be water seeping up around a piece of flooring. A tech came out and thought it was coming from the sink drain. He cut 2 holes under our sink to check the drain but did not find any water damage. He left to get a a camera to look down in the sink drain line but did not find any crack in the pipe and could not "recreate the issue". No diagnosis was made and no type of repair was done. I was Shocked to receive a bill for $637.97. I'm being charged $438.59 for **** hrs. labor, $6.75 for "Shop Supplies" and a Camera charge of $174.50. The tech was Definitely not in my home **** hours and I was not informed the use of the camera would be an additional $174.50. I have tried calling and speaking to them but they refuse to try to explain or justify the outrageous bill.

  Business response

  01/04/2023

  
  

  Below is a summary of events related to ********************' service call and subsequent invoice for services provided. Also, below are screen shots from our ****************** Platform showing all notes entered by our customer service representatives documenting their conversations, attempted conversations and messages left for *********************

  
  

  You will see that ************** actually logged more than 4 hours of time at ********************' residence on two separate days, August 10 and August 12. After the initial visit on August 10, it was determined that we should return with a Pipe Camera to scope the pipes to determine the source of the leak. 

  
  

  The invoice that was created after completing these two visits was sent to ******************** multiple times by email and text between August 30 and December 21. This invoice indicates that we only charged ******************** for **** hours of labor.

  
  

  ******************** ignored our invoice and our early attempts to contact him. When we spoke with him on September 27, the notes below indicate that he informed us the leak had stopped after we left (see notes below). He never complained to us regarding the amount of the invoice -- at least he did not express those concerns to our customer service representatives. They only noted that ******************** either refused to take their calls or he refused to speak with them about paying the invoice.

  
  

  When we spoke again with ******************** on December 13, in an attempt to collect this severely past due invoice, ******************** asked us to allow him to pay his bill in four (4) installments. We declined and told him we would accept 50% immediately and 50% by the end of the year. He said he would consider the offer and call back. He did not pay at that time. He finally paid 50% of the invoice on December 28th after we informed him we would be forced to turn his account over to collections. He never expressed any dissatisfaction with our service or **************.

  
  

  We believe we were very fair, open and honest with ******************** throughout the process. We believe we did what we said we were going to do, and we charged him fairly for the services provided. Had he expressed his concern regarding the amount of the invoice to any of our staff, they would have escalated it to one of the owners and we would have investigated and tried to resolve it in an amicable and timely manner. ******************** chose to ignore us and refuse to pay altogether.

  
  

  The first I saw of his concerns with the invoice was in the letter from the BBB that we received four months after we provided the service in August.

  
  

  Please call me directly if you have trouble deciphering any of the screen shots below, and I will be happy to provide any explanation or additional information you need to evaluate our response. 
  

*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. ↩