ComplaintsforHugo Plumbing Co., Inc.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This comany told me there was no charge for estimates.had them come out and give me an estimate on replacing a water heater.got a cheaper estimate and used another company. Now they are a saying I owe them $75 dollars for the estimate.

  Business response

  03/21/2024

  *********************** ********** ****** *******
  Hugo Plumbing Co., Inc.
  *********************************************************************************
  Ref: Claim 21347616
  Dear *************************************:
  Two things are addressed here.
  Estimates or phone guess estimations do not cost the property owner.
  We answer with phone estimates with more than enough information to steer the customer to the best over-the-phone information.
  There can be so much hidden information that it takes to make an informal phone estimate.
  Sometimes customers prefer an in-home estimate, we charge a $95.00 service checkout fee for our experienced plumbers to evaluate the job site estimate.
  This fee is dropped when we are awarded the contract. This fee was dropped to $ ***** due to the closeness of the customers location to our business location.
  Service Checkout Fee-This is a dispatch fee to check out the propertys issues. In the ******** area we charge a $95.00 fee.
  Our men evaluated the water heaters code issues and gave the man an on job estimate to install his water heater to code.
  The owner states in the complaint He got a cheaper estimate and used another company.
  He stated to our office personnel He had a ***** from ******** help him put one in.
  
  Whether or not he used the information my plumber addressed for him about the necessary code practices required, is just a guess on my mind. This would have been part of our check out fee. I know people ask for phone quotes but onsite check out fees will be applied for onsite estimates. This individual spoke with me on the phone,and he had several questions. My secretary stated she spent several minutes on the phone answering his questions.
  It is our position that he owns for our expertise. In the office information is on us,but job site expertise is at his cost. This cost is a fair practice that our company doesnt want to pass on to our paying customers.
  This practice allows us to operate at a more reasonable cost with our customers.
  Thank You,
  
  ***********************,President
  

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