Business ProfileforMESA Plumbing, Heating and Cooling

I wouldn't even give them one star. They came to my home on May 31, 2024, and installed a kitchen faucet that I had purchased. I was at work. They dealt with my husband, who has cognitive issues. They did not contact me with an estimate prior to doing the work but rather sent an invoice after completion.For one hour's work (with no difficulties), they charged $649. They also solicited entering into a service contract for $52/month. I have checked with other plumbing companies for this work. The highest estimate that I received was $325, which included new hoses, etc. I contacted them by phone to ask if the going rate for plumbers is now $700 an hour. A woman told me they operate on flat rates. What the heck?

We are very sorry that you were not satisfied with the client-approved services you received recently. Unfortunately, at no time in calls, texts, emails, or in-person with our tech was information or wishes relayed that we would need to seek approval from the client who booked the original visit instead of their available spouse and other owner of their home. Had this been discussed, we would have accommodated. Instead, on May 29, 2024 at 3:33pm MST (recorded call), the client our office spoke with said that she would not be here but that her husband would be, providing our office with a phone number to reach him as the main point of contact because she would be unavailable due to work which we fully understood. 

The estimates created were presented to the other owner of the home who was available and simultaneously emailed to the email address on file. Our technician explained everything in full detail. At no time were they made aware that our tech would need to seek approval from the client who had been unavailable. Thus the available individual (husband and other owner of the home) provided signatory approval on one of the three estimates provided.

The owner who approved the estimate in question did so with full knowledge that within it, a $32 monthly service maintenance plan had been presented which, upon the owner's approval, had provided them with a 15% discount toward this service. Without the discount, the estimate would have been more than a total amount of $649.44 (this price includes the $32 monthly membership and 15% discount).

The client was made aware during the technician's visit that we do not base our prices on hourly rates. In fact, it is common practice for companies in this industry to be flat-rate just as we are. This method provides upfront pricing from knowledgeable and skilled technicians without any concern for possible surprise billing. All approved work is the same price upon completion no matter how long it takes. Likewise, we were equally glad to learn that the clients were satisfied with the efficiency and quality of work provided during their follow-up call on May 31, 2024 at 12:18pm (recorded call). 

Though we are not the cheapest, we still provide premium service and that entails a premium price. Many companies are far more expensive than ours. We're about middle in terms of what we charge and standby all of the work we provide. Additionally, all communication with the clients has been thoroughly documented, including in recorded calls with specific dates and timestamps.