Complaints

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife called Austin **** to do some work for us on 5/24/2022, she did not ask for a quote or his hourly charge. That was a mistake, she is very trusting and did not think he would take advantage of us. He was on the job for 5 hours, charged us $1425. He used approx. $200 in parts. $1225 divided by 5 = $245 per hour. My wife is 69, I am 71. I believe Mr. **** took advantage of us!

  Business response

  07/06/2022

  Thank you for the opportunity to respond to this complaint. Just for the record, I have previously corresponded with the complainant on this matter, and I would be happy to provide a copy of that correspondence at your request. 

   

  When the complainant sent me a message threatening to complain to the BBB if I do not return his money, I was absolutely shocked because he and his wife specifically told me they were very impressed with my work upon completion of the job at their house. I had initially offered to give them an estimate, but like most of my customers, they said it was not necessary, they trusted me to do a good job and told me to move forward with the installation of the filtration system. 

   

  The complainant contacted me two weeks after Id done the job. He said he was happy with my workmanship, however, he and his wife had looked up the amount plumbers earn, and the internet told him it was about $30 per hour. I explained that this is a plumbers wage, not what a plumbing company charges, but he persisted. I explained that I am a fully licensed master plumber with a legitimate plumbing company that carries insurance, keeps a stocked work van, along with all the many things that go into running a business. I told him that Ive been working as a plumber for over nine years, and that it took me many years to qualify to take the journeyman exam, and then the master plumber exam. I sent the complainant some links that show what master plumbers and service plumbing companies charge, yet he continued to say I took advantage of him. 

   

  I invited the complainant to contact other companies to find out what they would charge for the work I did. I also confirmed with a plumber friend who works for a major service company, and sure enough, they would have charged substantially more for the same work. Customers are usually surprised to find out my rates are so low. I recently installed another filtration system for a customer, and when I handed him the **** he was shocked at how low my price was. He had expected to pay more than double what I charged. 

   

  I offered to return the complainants money if he was experiencing financial difficulties. I told him I want to make sure he is satisfied, but it didnt seem possible to make him happy. I told him I would not be willing to return his money based merely on his feeling of being overcharged. I am a man of integrity, and I did not take advantage of him. I charged a reasonable price for the service I provided. I used much more than $200 in parts, and the job only took five hours because I am highly skilled and frequently install these systems and can therefore complete the job quickly. 

   

  I actually felt as though the complainant was trying to take advantage of me. He claimed that I make more than the president, and more than a doctor based on his calculations, and he refused to acknowledge that I have many expenses in running a business. I tried to explain my side to him, I remained friendly and presented him with several aspects to my side of the story, but he continually accused me of taking advantage of him. He kept insisting that I should only be earning an hourly wage. That is how employees are paid, but I spent years working toward getting my master plumbers license, and now I am running a business. My prices are very competitive, I do quality work, and I have built a database of highly satisfied customers. 

  Customer response

  07/06/2022

   
  Complaint: 17459577
  
  I am rejecting this response because:

  
  Mr. Grey was on the job 5 hours! He used less than $200 in parts, I can prove this!!! I will allow $200 for parts, he charged me $1425 - $200 for parts = $1225 divided by 5 hrs = $245 per hour!!!!

  Multiply $245 x **** (average work hours in a year) = $509,600.00 per year.

  I say again, THE PRESIDENT OF THE ************* OF ******* DOESN'T MAKE THAT MUCH!!!!! 

  Most doctors and lawyers don't make that kind of money. 

  I told him I would allow $400 for parts and $100 per hour for a total of $900, more than fair! The offer still stands.

  Sincerely,
  
  *****************

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