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Complaint Details
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Initial Complaint
12/29/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
12/26/22 Foley Plumbing came to service what I assumed to be a frozen and busted pipe. After a quick glance, the plumber who responded to the call said it was the faucet which would need to be replaced and stated that he could not do that. He then walked out of the house, less than 5 minutes after arriving. He returned to say that he would have to charge me for the call - $199 for "30 minutes" despite acknowledging he was there closer to 3 minutes. He neither gave me an invoice nor a bill and waited at the door while I wrote a check. I reached out to the owner who said that $199 was their "30 minute holiday rate", acknowledging that they were there less than 5 minutes total and completed no work at all. In addition to requesting a billing adjustment ($75 is fair enough to walk in and out and say "it's the faucet"), I urge Foley Plumbing to have a business practice of informing customers that they will be charged the same rate whether or not their plumbers take the job and for 30 minutes minimum even if they walk in and out the door. Being clear about "holiday pricing" would also be helpful as I was not aware 12/26 was considered within the holiday window, and specifically waited until the day after Christmas thinking I was avoiding the double charge. Lastly, they should provide customers with an invoice or bill stating services rendered and time spent (in this case "3 minutes" and "none") instead of standing in doorways waiting for payment which is not how I've ever been charged by any other company. I would be happy to upload my invoice had I been given one.Business response
02/23/2023
Please see attached texts with customer. Customer was aware of charge and was texting the general managers phone starting on Christmas Eve, followed by Christmas day all the way through the date of service ( 12/26 ) which is Foley’s actual Holiday and on call techs are paid double time to go out and our hourly rate is also double time. My GM answered all her text messages and confirmed price. She did not ever contact the office to discuss, instead filed a complaint with the BBB.
Sorry for the delayed response. Please let me know what the next steps are.
Thank You,
Tracey G*****
Foley’s Plumbing & Heating, LLC
*** ******* **** *********** ** ***** ************
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Contact Information
508 Federal Rd
Brookfield, CT 06804-2036
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.