ComplaintsforStephens Plumbing & Heating, Inc.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I needed to install 3 new toilets to replace the old ones for my house, also replace kitchen faucet with a new one. I had purchased the toilets and faucet by myself ahead of the time, all I needed was labor to install. The quote that *******'s Plumbing provided when I phoned on 7/16/24, was First hour charge $219, any additional hour $160, plus any material costs. On 7/17/24 when I phoned again to schedule the appointment, this same rate was confirmed.I was also informed when calling, that per toilet would need any time from 45 min to 1.5 hours, and that on the average it would be one hour per toilet.On July 23, 2024, the job was started at 8:15AM, and completed at 12:15PM. The total time elapsed was 4 hours, and the material total was $176.Based on the quote, the total charge would be $219 + $160 x 3 +$176 = $875.The invoice that *******'s staff presented to me was $1,475.This was a total surprise to me. When asked, they told me that the rate I was given was on "per plumber" basis, but they had two of them to do my job.I was wondering if this was an "industry standard" to charge by "per plumber", so I called back to the two other companies that I asked for a quote, prior to deciding to use *******'s, they both confirmed that they would charge by time spent, regardless of how many workers they assign to. Therefore, no, charging by "per plumber" was NOT an "industry standard". And it was NOT what *******'s was quoting me on 7/16, and 7/17, either.The nature of the dispute is that *******'s did not charge me the amount they were quoting. Nor did they tell me "2 plumber's rate would be double of 1 plumber's that we quoted", ahead of time when 2 plumbers on their way coming on 7/23/24.My invoice should be $875, not $1,475. I am now disputing the $600 that they over charged me.The owner *****************, when I called, did not show ANY effort to try to resolve the case. Instead he spent 20 min to argue with me.*******************

  

  Business response

  07/29/2024

  ******, I am sorry for any miscommunication and disagreements here.  We do pride ourselves on quality and honest work.  When you called originally to ask what the cost could be, we were trying to give you our best idea over the phone.  It is true that the total cost ended up being more than what we told you over the phone of what we thought it would be. I am sorry if you feel mislead in any way.  Being that this type of work is done from us at time and material, it can range a bit depending on all that needs to be done.  We did run into some extra work after finding that there were two collars that also needed repair along with some supply valves that also needed replacing.  We should have given you a better idea of what the extra work could cost in relation to our original phone call.  We could have been more clear on our approach and how we charge.  I will be reaching back out to you here shortly to adjust the total cost that you are requesting.  

  Customer response

  07/31/2024

   
  Complaint: 22053780
  
  I am rejecting this response because:

  The business' response misses the core point.

  "Extra Material costs" was NOT under my original complaint/dispute, and I have no problem on the actual material cost of $176.

  In case you do not remember my point, please see my original statement.
  
  Sincerely,
  
  *******************

  

  Business response

  07/31/2024

  Hi ******,

  Again, I am very sorry that it has got to this point.  We want our customers to feel like we are honest, fair and do good work.  We came in with good intentions of wanting to help complete this plumbing project for you.  

  I did see your original complaint, and to be fair here, I never just said "extra material cost".  I said that we ran into "extra work", which is time (labor) and material.  It is true that the total amount was more than what we were quoting over the phone as to what it could be (it was never an exact quote).  If that wasn't clear, then we should have been clearer over the phone as to how we charge.  We should have told you when we were there that there was extra work that needed to be done to give you a better heads up on the total cost.  We did not.  Again, I am sorry for that and will admit fault there.

  I saw that you disputed the charge, and I saw that you took $600.00 off of the credit card charge.  $600.00 was removed from our account.  I am not going to dispute this.  

   

  Customer response

  08/02/2024

   
  Better Business Bureau:
  
  Thanks. In fact running into extra work (labor) and material was not the issue that causes this complaint, but the rate I was given when asking for a quote, was mis-leading. Thought to clear it out.

  However, I have no complaint regarding the two gentlemen's work on my project on 7/23/24. I hereby wanted to thank them for their professionalism and services.

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

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