ComplaintsforQuality Plumbing Services, Inc.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/22 my bath room hand skin faucet leaking I call quality plumping at morning they come in my home after 2 hours told me need change a faucet and change some part like a pipe at bottom of the skin total need $997.00 I asking why so expensive The guy said our the faucet is very heavy duty and high quality not buy from out hardware store only my company carry And because is Friday if I m not fix it might need waited few more day is that I say ok go ahead fixed it But few week later I found out that faucet have a same one at Manerd store just $34.98 and I take a picture compare my new faucet from quality plumping the one is same not like they told me special made And s expensive item and I been call on 12/3 compliant to the manager they over charge on my job they working time only 1 hours 25 minutes and material I think just around $100 , that mean I need pay the labor over ****** but that manage denied to me and very rude to me said we are not the handy man job we are big company we need pay for the high labor to worker and all expense a lot of money is that why we need charge higher and than I said my home is not like *********** not to be use expense item I said you guy over charge to me that manager asking me how much I wish to pay I said just like market price may be around $450.00 I need my $500 refund And he so upset to said no way can not do this price and keep yelling and then I say ok I busy I need hand up no more talk to you

  Business response

  12/06/2023

  Quality Plumbing Services **** arrived at customers home 9/22/23.  The initial complaint was for a leak under the bathroom sink.  *********** assessed the situation and determined that the existing faucet was leaking internally and the drain also was draining slow.  He explained to the customer that due to nature of the leak, the faucet could not be repaired and would need to be replaced. He also recommended small drain line rodding to clear the obstruction in the drain. 
  

  At this point, our customers are provided with upfront out of an electronic price book and includes of all parts, equipment, labor, and taxes required to do the job (or flat rate pricing).  Our flat rate pricing is shown to ALL of our customers prior to any work being performed.  We are very transparent with our pricing and allow our customers to make decisions based on their needs and their budget.
  

  In this case, prior to any work we provided the customer several faucet options that we could supply and install, along with flat rate pricing for each.  The lavatory faucets we carry range in price from $928.00 - $1300.00 depending on style and finish.  The customer was also provided the cost of a small drain line rodding. The customer was informed that he could select and purchase his own faucet and have us return another day, and install his customer supplied product. The water was isolated at the sink and there was no sense of urgency; therefore did not require an immediate solution.  While inconvenient with the water turned off to the sink, there was no risk of property damage.  Therefore, the customer had time to purchase any faucet he chose if he did not like the options we provided.  At that time the customer selected one of our faucets, authorized and signed off on all work and all cost prior to any work beginning at the home (see attached invoice number #i29875 in the amount of $997.39).  The customer elected not to have the sink drain rodded (see attached work order with quote #q2980).  At the completion of the work, the customer signed that the work was performed to his satisfaction and paid for all work via credit card.
  

  On 12/04/23 (over two months later), the customer called our office and spoke with our dispatcher and stated that he had an issue with the pricing of the faucet that was installed on 09/22/23.  Our dispatcher told the customer that one of the managers would call him back.  Immediately, I called the customer back in an effort to address any customer concerns.  In our conversation, the customer had no issues with the work performed, the product we installed, or the service he received. The only issue was the cost. When asked why he felt he paid too much, the customer stated that he saw the identical faucet at Menards for $34.00 and wondered why he paid so much for the faucet we installed.  I explained to the customer the faucet ******************** **** installed would not be displayed and cannot be purchased at ********** or Menards.  It can only be purchased at a plumbing supply house or possibly special order online at big box retailers.  Although the faucet he saw at Menards may look similar, they are in no way the same. The faucet we installed in the customers home is a **** commercial grade faucet.  It is made of all brass components and probably weighs over 3 pounds.  The drain assembly is also constructed of metal components. There are no plastic components anywhere on the faucet. The faucet also comes with a five year parts and labor warranty which is factored into the flat rate price. The faucet cost is significantly more than $34.00 (see attached invoice showing OUR cost of the faucet quotation #B663180).
  

  The customer then stated "well, then your labor rate is too high".  I went on to explain that Quality Plumbing Services **** provides the highest level of products and service to all of our customers.  Unfortunately, that high level of service does come at a price.  We are not a handyman service.  We are a licensed, bonded, and insured professional plumbing company.  We carry $1,000,000 dollar liability insurance policy and worker's compensation insurance for our customers protection.  I explained the high cost associated with operating a plumbing company in ******** i.e. our plumbers get paid journeyman wages ($58.00 per hour), health insurance, 401(k) plan, and paid vacations.  Our employees are drug tested and background checked for our customers peace of mind.  We have work trucks, fuel cost, office staff, warehousing and the list goes on.  I also explained that we know our pricing structure is on par with other licensed plumbing companies who provide similar service in our area.
  

  I asked the customer what would it take to satisfy him in this case.  The customer said he would like to pay $400.00 for the service we provided, and he would like a $500.00 refund.  I explained to the customer that request was unreasonable.  At that price point we cannot even cover our expenses.  As a gesture of goodwill, I offered to perform the work at our cost, without mark-up or profit, which the total was calculated at $855.00.  I offered the customer a refund of $150.00. The customer stated, thats not good enough, and said he was contacting the BBB, and abruptly hung up the phone.
  

  I feel we made an extremely reasonable offer in order to come to some sort of resolution in this matter.  The work was completed to the customers satisfaction.  The customer received the exact product he was promised, the exact price he was promised, and with the highest level of service that all our customers have come to expect from Quality Plumbing Services ****
  
  
  Thank you.
  *************************
  Vice President

  Customer response

  12/07/2023

   
  Complaint: 20959296
  
  Good afternoon
  I just reviewed the message from Quality plumping 
  Look like that company can made the refund $150.00
  To me as you know I was asking $500.00
  That is big different but I dont have a choice 
  Quality plumping already received my money from citi bank
  And also already over 2 months 
  I announce I accept that amount , just made a settle down
  So please have them mailing me by check or refund to credit card 
  By the way thank you very much for BBB give me good hand
  Have a good day 
  *****************

  Business response

  12/08/2023

  Good morning,

  We would like to offer the consumer a $150.00 refund which we will credit back to his credit card as soon as we receive his acceptance.

  Thank you.

  *************************

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