ComplaintsforEdgewater Plumbing, LLC

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contact edgewater plumbing for a an issue on a water heater they installed. Im told no body can come out until a week later. So apparently the tenants are suppose to be with out hot water for a week I guess. They send somebody out a week later. Their technician looks at the water heater for 25 minutes and leaves. I ordered the part for my own technician to install it, obviously because the people who installed it are too busy to repair the water heater they installed. I receive contact from Edgewater a week later. They state I will be sending an invoice out for the shipping cost of the part to you and an hour of labor for the service call. No where did I request a an order of part. I will be sending an invoice out for the shipping cost of the part to you and an hour of labor for the service call. They would like to send a bill for a part that was not requested and for a hour of service that a technician did not perform. Im not sure what kind of service company charges for no service? One that highly do not recommend.

  

  Business response

  07/14/2023

  On June 30th, we received a phone call from the customer requesting a service call for a rental property that did not have hot water. We installed a water heater (provided by the customer) at this property on May 21, 2019. Due to the upcoming holiday weekend, the customer was informed that the earliest we would be able to come would be Friday July 7th at 7:00am. We told him if a time was available sooner or we were ahead of schedule we would give him a call. He was informed that our warranty on labor from the original install is 1 year and there is no warranty on parts as the water heater was not provided by us so he would be billed for our standard labor rates. The customer agreed and we scheduled the appointment for Friday July 7th at 7:00am. Between June 30th and the morning of July 7th we did not receive a phone call from the customer stating that he ordered a part on his own or that he wanted to cancel his appointment. Our plumber arrived at the property on July 7th as scheduled to diagnose the issue and determined it was an issue with the flame sensor. The plumber attempted to call the customer twice that morning at ****** and again at 7:58am. Receiving no contact back, our office also called the customer at ******* and left a message asking for him to call us back. While waiting for a call back from the customer, our office contacted the manufacturer of the water heater and inquired about the warranty on the parts needed for the repair.  We were told the part would be warrantied and could be shipped directly to the customer. Still having not received a call back from the customer, we proceeded with having the part sent to the customer and paid a $30 expedited shipping fee knowing that the tenant at this property had been without hot water for over a week already. Having not heard back from the customer at any time on Friday, we continued to reach out the following week.He was contacted by our office on *****************/11 via phone call, and again on 7/13 via phone call and email. After many attempts to contact the customer, we informed him that we would be sending him a bill for 1 hour of labor and the shipping cost of the part. He responded to us via email at 7:49pm on 7/13 telling us that he did not ask us to order the part and that we will not be billing him for anything as there was no service provided. He further stated that a handyman of his fixed the issue with the water heater. It is correct that the customer did not give us permission to order the part, however, we did that to help him and his tenants as they had been without hot water for quite some time. We are willing to remove the shipping charge for the part, but do intend to send him a bill for one hour of labor for dispatching our plumber to his property on July 7th as he requested on June 30th. 

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged for an extra hour they did not work. I have phone records of when they started and when they were done. I was charged an additional $75/hour, on top of $115/hour, for a "helper" when there was no mention of this labor fee anywhere (not in any email, phone call nor in the original quote).On 4/27/2023, I was called at 7:11am about how to get into the house. They finished before 1:16pm (when I was called again saying they were done). I was told I would be charged for 7 hours. That is 6 hours. The original quote was about $1400 for 10 hours. I am told the new bill, taking out a large job and putting in another small job, comes to a total of about $1600. I paid for their materials, the hours worked and at the original rate as quoted. I sent payment marked paid in full.

  

  Business response

  06/29/2023

  On March 30th an estimate was provided to the customer for some repairs on a property. It indicated the approximate amount of time it would take to complete those repairs would be 10 hours plus the cost of any materials. The estimate also indicated that the final invoice would be billed on a time and material basis due to the unknown nature of these repairs.On April 20th, after previously calling us to schedule the work, the customer asked for an adjustment to the work being completed and a revised estimate. We indicated that it was anticipated the proposed change would result in roughly one hour less time. In that email we reiterated that the estimate is a rough idea of what the cost will be and that the final invoice will be billed on a time and material basis.  On April 27th, we sent 2 plumbers to the customers property and completed the requested repairs. We billed the customer for 7 hours of labor ($150 first hour/$115 additional hours) for the first plumber and 7 hours of labor for the 2nd plumber at a reduced rate of $75/hour). The total amount billed to the customer was $1,612.18. On April 28th, the customer sent an email questioning the amount we billed as we included labor for the 2nd plumber and stated that we were only at his property 6 hours and not 7. Our employees timecards indicate their start time on the job was 6:33am and their end time was approximately 1:20pm which is 6 hours and 47 minutes which is rounded up to 7 hours. Our standard billing procedure for time and material jobs is to include the time it took them to gather/load materials needed for the job. We indicated that every effort was made on our part to explain the work completed would be done on a time and material basis, which is what he was invoiced for. We offered to adjust the invoice by approximately $100 to the original estimate of $1,513.93. On May 8th,we received a check from the customer in the amount of $906.99 along with a modified version of our invoice. The customer had adjusted the invoice we sent him using a PDF editing tool to manipulate the number of hours and labor rates to those he desired to pay rather than what we billed him for.

• Initial Complaint

  11/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Friday November 19th 2021 I had sewer pipe replaced from my house to my septic tank by Edgewater plumbing. I was charged for 7.5 hours of labor when the guys were here only 5.5 hours. They weren't leaving until they got paid I tried calling the owner ******** several times and my wife has tried emailing him with no response. This isn't right and something needs to be done. Just a simple explanation on what is going on and why would be nice. He quoted me over the phone $1,500 to $2,000 but no more than that and the total was $2,529.70 so to be almost $600 off and not return my calls or emails shows me he's a coward and only wants money. I didn't get a written quote which doesn't help me and I have proof they weren't here 7.5 hours. My wife are going to be getting in contact with a lawyer.

  

  Business response

  05/20/2022

  Customer first contacted ********************** on Wednesday November 17th, 2021 to schedule a service call for a possible sewer backup. The customer had indicated the toilet was gurgling when the sump pump runs or when their tub is drained. They also indicated water was coming out by the wall in the basement by the main pipe. One of our plumbers went out to the ******** house that afternoon around 12:00pm and augered the sewer. Our plumber was only able to auger so far when they determined that it was only making it to the septic tank. When our plumber returned from the service call he spoke with ******** who is the owner of Edgewater Plumbing. ******** contacted **** and told him that his sewer had likely collapsed. **************** inquired about what it would cost to complete this repair. ******** verbally told him that only a ballpark price could be given due to the location and severity of the break. During this phone call ******** also stated that the repair would be completed on a time and material basis and the cost could range from approximately$1,500-$2,000. ******** also stated that he would be unable to provide an exact price and a price could not be guaranteed because the break could not be exposed until we began excavating. **************** indicated he would like to go ahead with the repair. The repair was put on our schedule for first thing Friday morning, November 19th, 2021 at 7:00am. We had 3 employees who worked at the ****** home on the 19th. ****** worked 9hrs and 13 minutes, ***** worked 7hrs and 53 minutes and *** worked 7hrs and 54 minutes (copies of timecards are attached). Due to the nature of the work being performed, it was necessary for us to utilize our excavator. ****** holds a CDL and in addition to operating our excavator on the jobsite that day, he also had to load up the machine onto a trailer that morning and take it to and from our shop in ********* to the ******** home in *********. **************** was charged $2,325 for labor, $155.10 for parts and $49.60 was a 2% convenience fee that was incurred due to paying with a credit card. Our standard labor rate per employee is $150 for the first hour and $115 for each hour after that. If we had charged the standard rates for 3 guys for 7.5 hours each the labor total alone would have been $2,692.50 but ******** lowered it to $2,325.  While the total including parts was slightly higher than the verbal estimate, ******** had clearly stated to **************** that he was not able to guarantee that the price would not exceed that amount and that the price given was a ballpark number. As previously indicated, there was no way to know exactly what needed to be done and what parts would be needed until we began excavating and were able to expose the break. When **************** first attempted to contact ******** he was out of the office on vacation. ******** did make attempts to contact **************** but they were unable to connect. 

  Customer response

  05/23/2022

  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.
  
  [Please type your response here.]
  
  Regards,
  
  *************************** I was charged for 7.5 hours of labor when the three gentlemen were not here for that amount of time.

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