Complaints

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• Initial Complaint

  Date:02/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a pipe burst in front of my home, I called multiple plumbing companies. My daughter called Homeland Plumbing who was the only company that could respond on that Saturday for emergency services. The plumber quoted me verbally in person $4,199. I wasn't aware of what this service should cost. As a senior citizen on a capped income, worried about what I will have to pay unknowing of the damage being caused to my home, and including the impact of a high water bill, I agreed to the amount to get it repaired. I naturally expected this to be a fair and reasonable rate for service. It wasnt until I spoke with **************** that I believed the rate to be unfair. When I called Homeland on Thur. 1/25 to discuss the charge, ***************************, owner said she hadnt cashed my check yet because the plumber that did the job expressed concern over the amount that was charged and she said she has been meaning to call. When I discussed getting quotes from other companies to compare, & stated I put a stop payment on the $4,199 check she said she would only take $3,199 in cash if I paid that day, but later changed it to close of business Mon. 1/29. She also threatened contacting the DAs office because I put a stop payment on the original check. On Mon. 1/29 I sent my son-in-law in the office to give a $500 cashiers check in good faith while I received other quotes to compare.I got quotes from other companies coming to my house. They all read the description of the repair noted on Homeland's invoice, they were aware it was a Saturday, unplanned, & freezing outside. Quote 4 via email from another company that was willing to speak to me without coming to my house. Taking those quotes & adding an extra $1,000 still doesn't compare to Homeland's charge. Homeland Plumbing also wont give me an itemized invoice.The amount I was charged I believe to be excessive and fraudulent described in Okla. Stat. t** 15 ***** (c): Under the ******** Home Repair Act.

  Business Response

  Date: 04/09/2024

  This letter is in response to the complaint listed above. The Consumer indicates in the complaint
  that our company (Homeland Plumbing) charged an amount they believe to be excessive; and
  that we are in violation of Oklahoma Statute Title 15 8 765.3. We dispute this complaint. The
  following is our account of the situation.
  1. Our company, after several attempts with Megan ****** (Daughter) to resolve this matter,
  decided that we did not wish to pursue a business relationship with this family as we
  perceived them to be dishonorable. We never cashed their original check in the amount of
  $4199.00, nor did we cash the cashieds check presented in "good faith" in the amount of
  $500.00. We sent the family a letter explaining our concerns with doing business with
  them and advised them that they are not eligible to do business with Homeland Plumbing
  and as a result, we are holding their original check and cashier's check at our office to be
  picked up. To date we have not heard from them.
  2. We stand behind our originally quoted price of 4420.00. We were called out for an emergency leak,
  after hours, and in inclement weather. We are a flat rate company as was explained to
  Megan, meaning we charge by the project rather than a time and material pricing structure.
  The technician (Blake) assessed the situation and quoted our flat rate price up front before
  we began any work and the customer (Megan) agreed to the price.
  *NOTE: Our technician also advised the customer that if they were willing to wait until
  Monday during regular business hours, the price would be reduced. Our company
  presents as many options to our customers as possible so that they can make informed
  decisions, it is our goal to partner with our customers and to save them money when
  possible.
  The reasons presented for waiting until Monday to make the repairs were as follows:
  a) The flat rate would be calculated for nonnal business hours; thus reduced.
  b) It would allow the customer time to consider the repair and acquire second
  opinions/additional quotes.
  c) The leak was in the yard away from the home, there was not an immediate
  need for repair in terms of damage to the home.
  d) We could not guarantee the repair due to the inclement weather conditions;
  frigid temperatures could facilitate an additional leak. (frozen/busted pipes).
  *NOTE: Our technician also said to the customer, "I am here and can do the repair
  immediately if you want me to, but no pressure. The only additional issues
  that could arise are a bigger water puddle in the yard or loss of water from
  freezing conditions." Both of which can occur with or without repair.
  3. The customer decided that they did not want to wait until Monday and authorized the repair
  for the agleed upon flat-rate price of $4420.00 to begin immediately.
  4. Our technician began work immediately. The project took approximately 4+ hours to
  complete. The conditions were not ideal, the work was performed in frigid temperatures
  and wet conditions. Additionally, hand-digging was required for this project, equipment for
  excavation could not be used. The homeowner's son-in-law (Austin) came out and assisted
  in digging. Our technician explained that it was not necessary, but Austin continued to
  assist and would come and go during the project. Our technician discounted the invoice by
  5%; the amount he is authorized to discount without supervisor approval, as a thank-you
  gesture for his assistance, which reduced the invoice from $4420.00 to $4199.00. Our
  technician also told Austin several times during the project that he would speak with the
  office about discounting the bill further since he helped to dig in which Austin replied, "No,
  it is okay and not necessary."
  5. At no time did our technician feel that there was any concem from the customers with
  regards to the price. The entire project was completed in an amicable manner. When our
  technician entered the home to collect upon completion of the project and discounted the
  price for Austin's assistance there was no mention of concern about the price. The customer
  (Denise *******) signed the invoice indicating they had the authority to order the work and
  that it was completed and then paid the invoice without a complaint. The technician thanked
  them and cleared off the job site.
  6. Our technician reached out to me (Kelly ********) after the job was complete on Saturday
  afternoon to ask if he could visit with me about this project prior to our processing of the
  invoice and payment. He indicated during our phone conversation that the son-in-law had
  assisted in digging during the project and he would like to talk about reducing the invoice
  further. I told our technician to pull their invoice and payment and place it in my inbox so
  that it was not processed with his other invoices and that we would visit further upon my
  return; I was traveling at the time and would not retum until mid -week. Upon my return
  Blake and I discussed the project, I asked if the customer had requested the discount or had
  seemed in anyway upset about the price and he indicated that they had not and in fact, when
  he had suggested that he ask the office to discount the invoice further for Austins assistance,
  Austin had replied that he did not need to do that and it wasn't necessary. We decided that
  it was the right thing to do, and I was looking forward to reaching out to the customer with
  the news.
  7. I tried contacting the family (twice) and did not reach a person. I do not remember if I left
  a voicemail or if there was no answer, if an answering machine picked up, I would have
  left a message; I always do. There was no contact with our organization until Thursday
  January 25, 2024; five days after the work was performed. Megan ******, not Densie
  *******, called into the office to visit with me (Kelly ********) about the bill. I was excited
  to share the news that we appreciated the opportunity to work with them. Blake was very
  complementary regarding Austin-he appreciated his assistance and enjoyed working with
  him. To show our appreciation, we had not deposited their check and had adjusted their
  invoice to reflect a $1000.00 deduction. To my surprise, Megan was not pleased with that
  news. She indicated that she had placed a stop payment on the check and that she believed
  we had grossly overcharged them and taken advantage of her mother. She went on to say
  that she had received several estimates from other plumbing companies and her father, who
  is also a plumber and we had taken advantage of them. I explained that we DO NOT take
  advantage of our customers! We pride ourselves on our customer service and integrity! I
  also explained that it is easy for a company to quote a ridiculous price/estimate when they
  know the work is complete and they will not have to honor that price/quote. Megan was
  also asking for a time and materials pricing structure which we do not operate by-which
  was discussed previously. I asked Megan why she did not run our quote past her father if
  he was a plumber, we were on the job site for over 4 hours! That is the first thing I would
  have done in her situation, and she indicated that he would have tried to help, and he was
  injured? She started quoting Statues and indicating that we took advantage of a senior and
  was wanting to pay a ridiculously low price. I asked her what she felt was fair and she
  quoted less than $1000.00, a price that is not even close to what the job warranted. Based
  on our conversation, I had the thought that they did not have the funds and rather than say
  so they had us do the work and then placed a stop payment to buy some time. In a text (we
  also texted after the phone conversations) I asked Megan, "if this conflict is because of a
  financial hardship that we were unaware of, I encourage you to be candid with me. We are
  not in the habit, nor would we ever want to put a customer in a financial crisis. I would be
  happy to discuss options if that is the case." Megan never responded to me after that text.
  Again, I state that we stand behind our original quote of 4420.00, all things considexed.
  We discounted out of appreciation for Austin's assistance. Initially, I asked that she bring
  in the $3199.00 (discounted for Austin's assistance) that day, Thursday January 25, 2024,
  in cash-because she had stopped payment once and at this point based on our phone
  conversations, I was starting to distrust her. I offered to give them until Monday January
  29th at the close of business to make payment. This tactic was for two reasons, the first is
  that I was leery of Megans intentions based on our phone conversation and subsequent
  texts. The second is that I was blind sighted by the conversation and situation, and I wanted
  time to reflect and to visit with both Blake (technician) and Brian (my husband and business
  partner). I visited with both Blake and Brian, and we decided to see what they would do on
  Monday January 29, before we made any concrete decisions. Austin came on Monday
  aftemoon; I was in a meeting, and he waited a few minutes until my meeting was over.
  Kailey my assistant introduced him as I was walking my appointment to the front door, and
  he handed me an envelope and said, 'this a good faith payment." and left; he seemed a bit
  uncomfortable, and I understand, this was an awkward situation. I opened the envelope and
  found a cashier's check for $500.00. I placed the cashier's check in their folder and left it
  there until I could visit with Brian about how we wanted to handle the situation. I expected
  some sort of contact toward a resolution. In the end we decided that although Austin
  appeared to be a genuine person, we were uncomfortable with Megan. We prefer to do
  business with people that we trust, and we want our customers to feel that same way. It was
  obvious that this was not a mutually beneficial relationship and as such we decided to cut
  ties. I sent a letter to the family letting them know that we are not interested in doing
  business with them and that they can pick up their original check and cashier's check in our
  office during regular business hours. To date I have not heard from any of them; I still have
  their checks.
  8. The complaint indicates Denise ******* was quoted directly and interacted with our service
  technician. This is not accurate. ffe only person(s) our technician interacted with from the
  initial phone call for service, to the onsite visit and diagnoses, to the project's completion,
  until he entered the home to collect was the daughter, Megan ****** and her husband,
  Austin. Our technician saw Denise ******* in the kitchen, but she never interacted with
  until the job was complete. Upon completion of the project, Denise ******* interacted
  with our technician for the fust time when she signed our invoice and remitted payment.
  The complaint also indicates that "the serviceman quoted me verbally in person $4199.00",
  that is also inaccurate. The initial quote was $4420.00, and as indicated above, it was quoted
  directly to Megan ****** who from our technicians' point of view was handling this
  plumbing service. It is important to mention this fact as the complaint hints that we took
  advantage of a senior citizen on a fixed income under duress and that is simply not the case.
  Homeland Plumbing is not the least expensive plumbing company out there nor are we the most
  expensive. We charge a fair price for the quality of work and the customer service provided. We
  take pride in our business, our employees, and our integrity. We have built a solid reputation over
  the last twenty years and rely primarily on referrals rather than advertising to continue to grow our
  customer base-you do not get to that point in your business by taking advantage of others. We have
  had less than a handful of projects over the last twenty years that warranted our cutting ties with a
  potential customer; actually, I can name three and unfortunately, this case is one of them.
  Please feel free to contact me with any questions and/or comments.
  Sincerely,
  Kelly ********
  Co-Owner/Operator
  (405) 759-3999
  Homeland Plumbing
  117 Industrial Blvd.
  Moore, OK 73160