ComplaintsforWashington Roofing Company

• Initial Complaint

  03/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I called to ask about a roof repair I needed done, I was told the services would be about $100 per hour. When I received my **** I was charged $101 per man hour for 2 people. This doubled the hourly rate that I was told I would have to pay. I was also charged a $65 service charge for the people coming out that I was not told I would have to pay. The 2 hours of work ended up being a charge for 4 man hours. If I'm told I will have to pay about 100 dollars per hour I expect to pay about 100 dollars an hour and not have the hourly rate doubled because there is 2 people there. If I was told ****************************************************************************************************************************** I had 2 jobs done before i got the first **** so I am dealing with 2 bills that add up to 4 man hours which I was expecting to be charged for about 2 hours. They did remove one of the two service charges for me. I was happy with their work and employees but I am unsatisfied with being told I would be charged about 100 dollars and hour and I end up being charged double that.

  

  Business response

  03/17/2022

  Our labor rates are $101.00 per man hour portal to portal,  with a service fee of $65.00. ******************** was invoiced accordingly.  The first invoice ******************** was charged for 1.5 hours (2 technicians for 1 hour each) instead of 2 hours that our technicians were onsite, he was charged for the service fee.  The second invoice for a separate roof related issue ******************** was charged for only 2.5 hours (2 technicians for **** hours each) instead of 3 and again charged for the service fee as it was a separate repair.  We normally charge portal to portal but choose not to since ******************** was relatively local.  If we had only sent out one technician ******************** would have still paid the same amount in hours; example-the first service call our technician would have been onsite for 2 hours anyway because it was only one technician instead of 2 with the same for the second call. Using a team helps with efficiency for their day of repair calls.

  All repair calls that come into the front office are told upon intake of our fees as ******************** had made mention of as "about $100.00 per hour" which makes me believe that he was notified up front of our customary charges.  

  ******************** did not contact a manager at our company but unfortunately choose to complain to BBB and other social media platforms.  If he had called and talk to management we would have worked with ********************.  Our repair staff handles approximately ***** calls a year and once every so often the staff might neglect to inform a client of our service fees, but this is extremely rare; only 3 times in my 9 years with the company where there was a dispute.

  I welcome a call from ******************** to discuss his dissatisfaction of our invoicing.  I can be reached at the office or his call can be transferred to my cell phone if I am not in.

   

  Regards,

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

  Administrative Manager

  Washington Roofing Company

  Customer response

  03/18/2022

   
  Complaint: 16858668
  
  I am rejecting this response because:
  
  I was not offered a resolution. In the response from *******************************, I was offered to call her, the manager, which I would have gladly done, but an employee told me there was nothing more the company would do to accommodate their error. 
  
  Again I was not told about the service call charge. I was also told that by the employee that labor was "about 100 dollars an hour." If this was a mistake I would suggest training employees to be specific about telling customers the "cost per man hour" versus the "cost per hour." This would have all been avoided if the company told me it was $101 dollars per man hour. Instead Washington roofing added charges I wasn't told about and double hourly rates. This feel like a bait and switch tactic.
  
  I can also be reached by phone if someone wished to contact me about this. 
  
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩