ComplaintsforLong's Plumbing & Heating Inc

• Initial Complaint

  10/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The service was provided on 9/10/2021. We were quoted $150.00 an hour, was charged $170.00. The job only took 3 hours and they are charging me 8 hours.

  Business response

  10/28/2021

  Here is **** ******'s comment from ******** about the issue:
  
  
         "Don't use Longs Heating and Plumbing!!!! Quoted us $150.00 an hour charged $170.00. Job only took 3 hours they charged us for 8!!!
          Complaint has been made!!"

  So, I responded to her complaint and gave her a step by step outline of the day and why they were charged the 8 hours.  Below is my comment back on ********.

    "****, Lets back up a little bit here. First of all you don't even mention what type of work was done for you in this post. Second, we have the GPS report that shows every move our vehicles do and for      how long, which on this call the report matches exactly what you were charged(which we offered to send you) when I checked it after you called. So that everyone knows on this post, we had to replace an underground hydrant for **** which takes an excavator with a plumber & laborer to do. We charge from the time we start loading and securing equipment until we get back to our shop and have the equipment unloaded and put away. This also inlcudes stopping to get the material that will be required to do this. Driving time to get to the location. Unloading the equipment at the job site. Digging the existing hydrant up and putting the new hydrant in. Backfilling the hole. Re-loading the equipment. Driving time to come back to Gillette. Un-loading of the equipment. Etc. If you think all of this can be done in 3 hours, and in a safe manner then PLEASE come and show us how to do that. But don't sit here on ******** and not give all of the facts & details of what was actually done for you."

  Over the phone we offered to send the vehicles GPS report to them so that they could see our trip history to their job, which they didn't say one way or the other that they would like it.  The GPS report matched exactly what they were charged.

  We also gave them an hour in labor for both plumber and helper off of their bill just as a courtesy even though they were not overcharged.

  After my response was put on ******** there were no other comments and a few days later they called and paid their bill in full with no other complaints.

  I don't think their complaint was thought through and they did not understand that they get charged from the time we start prepping for the job until we get back to our shop.  Also, the work was 80 miles round trip from our shop.

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