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Complaint Details
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Initial Complaint
08/22/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Lied to about the quality of product installed in our home. Price gouged for $150 part we could have put in ourselves after buying from My fiance noticed our garbage disposal speed working so we called ******s to come out and replace it. They service man came out right as he was getting on a business meeting and said he had to choose between several "plans". They started at 1100 and went up from there. He had to get on his meeting. He called me once I was off and told me what the quote was. I was very upset and asked him to put me on speaker phone and all the guy weekday he did for the 20 min install and 40 min it took him to get the $150 part that could possible cost over $1,600. The tech already said all he did was remove the old and put in the new one. Nothing special had been wrong. No worrying or further plumbing issues. I then asked the tech for a detailed bill. ***** ****** told us that the one they installed was a PRO level that could only be obtained through a plumbing supplier. He stated we couldn't compare it to the ones for $150 because the ones they installed have steel parts and the ones at lowes ect have plastic parts. That his last many years longer. I asked how much more we were charged for the PRO series he couldn't tell us because he won't provide a detailed bill. I then went to insinkaetator website who manufactures the exact same device that was installed under my sink. Verified this with model and serial number. The customer service two assured me they don't even make a 1/2 hp model in the pro series and that he absolutely lied. He said the pro series started at 1 hp and was not installed in homes. Only in restruants, schools ect. Mfg stated SIMPLE installation and 150 part. Man company called me back stating that the model we had was a pro series and had galvanized steal parts in it. I let him know that was a lie and I spoke with the manufacturer and it was the same quality I could have bought at lowes.
Business response
08/23/2024
The client was presented with 5 different options to choose from bandaid to platinum options. She chose the option and he went and picked up the garbage disposal and a professional pro plumbing supply house and not a DYI home store as Home Depot or Lowe’s. I never called the product a professional serious as I know those don’t start till the 1HP motor models as I have been installing them for 30 years. She picked the estimate, signed for it, he left to get the product, he had it installed, and then only the did she want a break down of pricing and refuse to pay. Only then did I have to leave my educational classes to try to explain to them about how our pricing works and is flat rate pricing and it encompasses all of our overhead, insurance, office staff, fuel, and so on. She paid a professional plumbing company with over 100 years of combined knowledge and millions of dollars of equipment to do a professional job. I’m sorry she’s upset about the pricing and calling and cussing at my staff, myself, and outright slandering and lying about my company and myself to the BBB and on a Google review will not get the result she wants. I’m sorry she felt lied too but that simply isn’t true. I did do research on the internal windings and it does appear they have changed the ones they are selling at Lowes/Hope Depot in the windings area and that was my mistake that I own and apologize for. Was not on purpose at all. If she would like to resolve the issue am open to hear what it is she is looking for. It is clearly the pricing. So I will wait for a response.Customer response
08/23/2024
Complaint: ********
I am rejecting this response because:My fiance and I were both on the conversation and he did tell us it was a pro model. And is now lying about the conversation. I did not record that conversation as ohio is a 2 party state and 3 parties was on that call. I do however have the recording of his representative returning our call staying the exact same information. Where can I send that recording as it is over 8 mb.
Sincerely,
******* ******Customer response
08/23/2024
First of all I did not lie or do anything but tell the truth about your company prove gouging and lying about why. Your deceptive and was caught and now your back pedaling.
Otherwise how would Ieven know that a plumbing company could only get the professional models even existed? You told me that. Lol funny how you admit you was wrong about the "DIY" versions you said were different which proves my point. If you wasn't making a claim that a professional series existed and trying to explain why it was so much better... what was you comparing the DIY version to exactly?
Initial Complaint
08/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I pd 250 for drain clean out another 250 Camera so they could see where to dig. Gas/water marked there areas. Now over 2 weeks later I can’t get call with estimate when they are coming back. I would like my 250 back for camera since I need another company they may need to run one again. Lexi in office said her boss is aware of my calls just doesn’t respondBusiness response
09/01/2022
***** ******* was provided a service for eel and camera service to evaluate her issue with her sewer line. She had to wait for OUPS to locate line due to location of utilities for possible excavation. I was off the first week with COVID, which I did not explain to her my personal medical issue. The second week I was off with my children, as I explained to her. She was given an estimate at that time when I returned. She paid for services that were completed and she was very happy with. I’m sorry she wasn’t satisfied with the time frame of her estimate and I explained that to her also. No refund will be provided for the services completed due to a time frame.
Thank You,
***** ******
Dooley Service Pro
************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.