ComplaintsforDrain Pro Plumbing Services

• Initial Complaint

  02/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Drain Pro Plumbing (DPP) 1/28 @************. I asked the rates & fees for leak repair that day. DPP said: $105/hr. labor, $85 trip charge & confirmed no other fees & no minimum labor charge. DPP said they'd call back (see transcript) then called saying they'd be at my house in "a few minutes" coming from their home in west Springfield. Other plumbers returned earlier calls meanwhile & got turned down due to DPP's pricing & that they were en-route. DPP came at 3:12 PM, repaired "simple" leak & rushed out by 3:37 PM saying they'd email the invoice, but then pricing relayed verbally was $12.99 materials, $1.05 tax & $240 labor & I was saying that must be wrong while they were already driving off to my aide. I called & got no one twice, so emailed same day at 4:59 PM about the invoice pricing. I heard nothing in 24 hr. so I filed a form on their site again requesting the invoice, then called again 1/31 for the invoice & was told the "boss" would email me. ******* sent me an invoice 2/2. I asked to honor the upfront pricing since that's how I chose DPP. DPP accused me of unfairness and said they weren't responsible for what call takers said. I asked to confirm they understood that issue and they'd be taking no action on it to correct pricing given upfront in the future. 2/7: DPP indicated they had no intent to change, sent a "signed" invoice & included still the 1 hour labor charge minimum. I said no one "signed" or received an invoice 1/28. 2/8: DPP said a "young man" signed & any further contact would be to collect "debt." I said I'd no idea who they thought signed & indicated I felt my payment rounding 25 min. up to 1/2 hr. was honoring what'd been said so I'd be filing against them. I don't want future customers harmed by intent to continue these business practices & fail to get call center on-board to give correct pricing upfront & leaving improperly & impatiently. Please assist to assure honest business practices will be observed here. Thank you very much!

  

  Business response

  03/03/2023

  Mr. ****** ******** called via relay calling to our office on Saturday, January 28, 2023, requesting pricing for plumbing services. That information was provided to the relay technician and the service was requested for Mr. ********'s residence. Our technician completed the service requested and left a copy of the invoice with the young man that was at the residence.  We received an email from Mr. ******** concerning the breakdown in our invoice and what the final cost was. I replied to his email with our weekend pricing which is 105.00 labor cost, 85.00 service fee, and 50.00 on-call. Mr. ******** sent over the relay transcript which showed that the on-call fee was not disclosed. I let him know that we would not charge him for that fee and I adjusted his invoice and emailed him the updated invoice. 

  
  

  That was not enough for Mr. ********. He began to question our company's business practices because we would not prorate the hourly fee. I explained this to him in multiple emails. We discounted his invoice and we sent over the original signed invoice which he later claimed, that no one was there to sign for the service. Which I explained would not be true because our technician would have had to have someone there to gain access to his bathroom to make the necessary repairs.  At no point, in any of these emails did he express an issue with the work that was completed at his home. Our technician responded to his emergency call, on a Saturday and completed the request efficiently and accurately.

   

  We are a Better Business Bureau Accredited company; with an A+ rating.  We warranty the work we do and follow and work with customers the best we can. We are a small family-owned and operated business. I have not ignored this customer, but will also not tolerate harassment, name-calling, and bullying. I have included all of the email interactions with Mr. ******** in this communication. Mr. ******** also took it upon himself to adjust his bill and mailed us a payment for services at a prorated hourly rate, which we at no time communicated that hours were prorated. We have mailed his check back to him and closed his invoice.  We are a small family-owned and operated business. We compromised with the customer on cost and he continued to push and worked to put us in a poor light.  We have no desire to receive any funds from him at this time. Please let me know if you need anything further from me.

  
  

  
  

  Thank you,

  
  

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

  Drain Pro Plumbing

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