ComplaintsforPipes R Us Plumbing, Inc.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 12/23/2022 I contacted Pipes "R" Us in order to have three exterior water spigots on my residence replaced. I was quoted a price of $165/hour plus materials. A plumber for the company showed up at my residence on 12/27/22 and did the necessary work. The job consisted of removing three spigots and soldering new ones on to the exposed pipe. The time to complete this task was approximately one hour. Afterwards, the plumber and myself had a casual conversation at his van for approximately 10 minutes. I was told I would be contacted by Pipes "R" Us concerning the bill. The next day I received a text from the company asking me to pay $330. I called the company and asked why the bill was so high and what was I being billed for? The secretary who answered the phone was unable to answer my questions or provide me with a detailed billing statement. At this time I requested an itemized bill. An hour later I received a text message indicated the bill was paid. I called the company and was immediately put on hold. Several seconds later I spoke to some man who indicated the bill was $375 and I was given a break and told to pay $330. I asked for an itemized bill and this person began to tell me it was for two hours of labor plus materials. I indicated the job was approximately one hour with 10 minutes at the end of the job of casual conversation. I was told that the company does not round up to the next half hour and I was on the hook for two hours of labor, whether I used it or not. To this day I still have received nothing in regards to an itemized bill. All I received was some person pulling numbers out of the air and then stating I was given a break at only $330. When I indicated I was going to call my credit card company and complain I was told my bill would be referred to their collection lawyer for action and the call was terminated. I have not problem paying for time and materials. My problem is don't pull numbers out of the air and over bill me.

  Business response

  01/03/2023

  The customer was quoted $165 per hour plus materials.  ************** was there, verified by GPS, for one hour and ten minutes, which brought the hourly rate to two hours.  That total alone is $330.  The materials used to replace the three handles for hose faucets was an additional $45, which would have totaled $375.  The technician indicated that he felt $330 was a fair charge, so we reduced the bill by $45, per **************.  An itemized bill was, in fact, provided via the Spectora billing system used here.  The customer still had not paid the bill for services provided; therefore, we sent a text message stating there was an outstanding balance.  When the customer called, he was put on hold due to an influx of calls.  It is common to place calls on hold momentarily.  Upon speaking to the customer, he argued the price of the bill and said that he would notify his credit card company to stop payment when, in fact, the bill was not paid at that time and still is not paid currently.  Additionally, there was no mention by the technician nor the customer when he called to dispute the bill that there had been a casual conversation.  Pipes R Us provided a service and also quoted the price of service beforehand when appointment was initially set.  Pipes R Us is still without payment and will continue the collections process.

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