ComplaintsforStirling Plumbing Co., Inc.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Back on Feb 2021 I had a garbage disposal installed by stirling plumbing. The worker kept leaving to go outside to talk on his phone with his wife and watching my TV. What should have taken a hour took almost 3. I filed a complaint and now I recvd a bill from these people with late charges a year later and they never reached out to me when I called them to voice my displeasure and inaccuracies with their billing! This is the first I have heard from them in a year!! They are awful!!

  Business response

  03/11/2022

  Business Response /* (1000, 5, 2022/02/09) */ On X-X-XXXX we received a message from our answering service from the customer. At that time customer requested supply and install a garbage disposal and replace a showerhead supplied by owner. She was put on our schedule for X-X-XXXX for the plumber to arrive between 8:30 and 9AM. Our plumber went to the customers house on 1-6-2021. He supplied and installed the garbage disposal, replaced the showerhead with one supplied by the customer. Additionally, he also installed a lavatory faucet supplied by the customer. Shortly before noon, the plumber called into our office to inform us that the job was complete. At 12:01 we received a call from the customer. At that time, the customer said she felt like the plumber dragged his time. She felt 3 hours to install a garbage disposal, lavatory faucet and showerhead was excessive. Customer was told that the owner of Stirling Plumbing would be informed of her concerns, which he was. Customer also mentioned during the call that the plumber did good work and was polite. She said that she would use again but reiterated that plumber was slow. On X-XX-XXXX the customers invoice for $441.25 was prepared and mailed. On X-XX-XXXX our office received a letter from the customer dated 2/10/2021 along with a copy of her original invoice #XXXXX. Please note that the letter from the customer was CC'd to the Better Business Bureau. The owner of Stirling Plumbing reviewed her letter. Although 3 hours was not unreasonable for the job the plumber was doing the owner of Stirling Plumbing decided to offer to the customer a reduction of 1 hour ($90.00) thus making the new amount $351.25. He told her he would adjust the account when we receive payment. Customer insisted that she receive a new bill. We accommodated by voiding out the original invoice and issuing the new invoice #XXXXX in the amount of $351.25 on 2/17/2021. We normally send statements but due to our office having to pivot some of our resources during the pandemic, we were less able to keep up with the monthly statements. When customer statement did go out on X-X-XXXX it did show late fees that our accounting program automatically calculated. As stated clearly on the bottom of the invoice there is a late charge for amounts due. Customer did not call our office when she received the statement. We appreciated the many loyal clients who have been understanding of how difficult it has been to keep an essential service business afloat during the difficult times of the past two years. We need to be paid for the work performed as we have already given the customer a discount on her invoice. Consumer Response /* (3000, 7, 2022/02/10) */ I never received said stmt that Stirling states then sent! I never send pmt without a revised invoice. That being said sending a bill a year later is ridiculous!! I will send pmt out for $351.25 once they send a bill to me for that amount and that amount only!! Business Response /* (1000, 12, 2022/02/18) */ On 2/10/22 a copy of the invoice for $351.25 was emailed to customer. Customer confirmed receipt the invoice. Customer also included their intention to remit payment on 2/28/22.

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