ComplaintsforCaporuscio Plumbing & Heating Inc
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Complaint Details
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Initial Complaint
02/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Absolutely disgraceful how they handle business and my 14 years of being a commercial employer I've never seen such a mishandled customer service I contacted them about an appointment between the hours of 1:00 and 3:00 at 2:00 I received a text message saying the appointment was moved to 2:00 to 4:00 I responded by saying that would be fine and hoping to see the technician soon and the technician calls me and tells me that when he gets there he'll be an overtime due to this no fault of my own horrible company to deal with would not recommendBusiness response
02/09/2023
The customer called the office after the technician called him, but did not allow the office the chance to explain that the technician was absolutely wrong in telling him that he would be charged for after hours, as the customer screamed and used vulgar language then hung up on the office. He would not have been charged for an after hours call because he was on the schedule beforehand. The technician was longer than anticipated on the service call before him, so his time slot changed, which was not fault to the customer. Had the customer not hung up on the office, then he would have been advised that the technician told him the wrong information and his service would have been done on regular rate. The technician has been reprimanded.Initial Complaint
12/06/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I called Caporuscio Plumbing & Heating to have them take a look at a leak in my home. The person that came to my home took a look at the leak on October 6 and then promptly left because I said we’d have to think about the service. The man we spoke with said there wouldn’t be a charge and that he doesn’t deal with estimates and that he’d have to cut up our ceiling to find the leak above. He left minutes later. I received a bill in the mail about a month later from Caporuscio stating that I owe them $59 for “Leak in ceiling, customer will find leak and call for an estimate to repipe bathroom” I then received another letter a week later with a late fee added on. I called and spoke with a lady named Tanya who claimed to be the office manager. When I informed her that the man that came to my house said there wouldn’t be a charge she said “we don’t run around for free” and informed me that service calls are normally higher for the 1st hour to which I stated that no service was rendered. I called back and asked for someone else to which she stated there wasn’t anyone else and then claimed to be “part-owner” of the business. Before this conversation and still, to this day, no invoice for charges has been signed by myself or anyone in this household agreeing to such charge. I did not agree to this charge and no such charge was mentioned at the time of the service call person's arrival and a non-charge was confirmed in person by a representative of Caporuscio. Tanya on the phone declined to remove the bill and threatened to send the bill to collections if left unpaid. This is unfair and unethical business practices on their behalf. Nowhere on their website does it include fee for a service call or for any service or call rendered. I would like the fraudulent charge removed and any such debt not accrued onto me or anyone in the household's credit report or personally identifiable information. As of December 6, 2021 the business has not facilitated a resolution.Business response
12/07/2021
The customer called with a service call for a leak through the ceiling. When tech arrived, he explained what needed to be done to repair the leak. Customer stated that he was going to open the ceiling and call us back to repair. We did not get a call to do the repair, so in turn he received a service call invoice, which was a lower fee than a regular service call. Customer refuses to pay invoice and assumes that we service the area free of charge.Customer response
12/07/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No assumption was made on my behalf. No invoice was given at the time the Caporuscio representative was in my home and the company wanted me to find the leak so they could fix it. They have admitted that to both you and me. Why would I need their services if I have to do the work? Why wasn't I given an invoice or bill until months later? These are unfair business practices. I was never told I would be billed for me finding and fixing my leak. I do not like the threats and harassment.
Consumer protection laws require that businesses disclose fees in advance, by contract or agreement. I have not entered into any such contact with Caporuscio and Caporuscio cannot and has not provided any such documents with my signature stating I agree to such charges.
Regards,
****** *****
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.