Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/15/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 18, 2022 I called George ******* Plumbing to have a plumber come because I took my toilet off to replace the wax ring and realized I couldn't do it. On Oct 19, 2022, Warren the plumber arrived with another guy to assess my toilet problem. It turned out to be a gasket needed to be replaced. They had to order the gasket. On Oct 31, 2022 Jennifer, from the office of George ******* Plumbing calls to tell me that Warren will be by sometime today to finish fixing my toilet. Each time they were here it wasn't for an hour, maybe thirty minutes. On November 14th I get my bill. For Oct. 19, 2022-Labor-2-men $165.00, Oct. 31, 2022 Materials $39.18, Labor-2-men $165.00. Total bill $369.18. I called Jennifer to question my bill because I took my own toilet off which I had told her when I first called for a plumber. I only needed 1 plumber to deal with toilet. She told me that he is with Warren every day to assist, he's in training. She can't have her guys sitting around the office they need to go out on jobs to get paid. I said Well I only needed 1 plumber, she said they don't know what kind of a job they're getting into they send both. I feel like I've been taken advantage of, I didn't need 2 plumbers, nor should I have to pay for them. I always pay my bills and I will pay this so I don't get sent to Collections like she told me I would if I didn't pay. But I truly feel robbed. Last time Warren came to do a job it was just him and I paid $100 for the hour. I didn't complain I paid it. I felt that was fair. This time I don't.

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/11/21) */
  On Oct. 18, 2022, Mrs. Willaims called into our office to state that her & her husband had removed a toilet but could not replace it on their own, requesting an appointment. We scheduled an appointment for Warren (upon request) to come that afternoon. Upon arrival, Warren (& his crew member Steve) discovered another part needed to be ordered to complete the toilet installation. On Oct. 31, 2022, our office manager (Jennifer) called Mrs. Williams to let her know her part had arrived & we could have our crew come out the same day to have her toilet installation completed.
  Nov. 14, 2022 Mrs. Williams called our office & spoke with Jennifer concerning the amount of her invoice due. Jennifer explained to Mrs. Williams that we have two (2), two (2) men crews. If she previously only had one technician arrive for a job, that was a result of someone else not being in attendance to work that day. Jennifer also explained to Mrs. Williams that our crews are equipped with two men every day, as we never know what type of jobs and/or the extent of work needing to be done day-to-day, job-to-job.
  
  
  Consumer Response /* (3000, 7, 2022/11/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not feel that $165.00 for an (hour or less) of work is a fair price to charge for the plumber to access, order part then return a week later to put a toilet back on with the new part.
  
  
  Consumer Response /* (3000, 10, 2022/12/06) */
  LC 12/06/2022- BBB asks that the business advise of their billing policy. Please advise if consumers are charged the $165.00 fee for each visit.
  
  
  Business Response /* (4000, 15, 2022/12/15) */
  Yes, ALL customers are charged $165.00/per hour for service calls, with a minimum of an hour charged for a 2 man crew.
  
  If she does "FEEL" the charge is appropriate, please reach out to Service Today, Roto Rooter or other local companies to inquire about the fees/rates they charge such as a dispatch fee to even send someone to access the problem THEN they begin to charge hourly, at a much greater amount than our company. Please reach out to your local trade schools and inquire about the amount of training, hours & monies it even takes to even become a licensed plumber. Service calls do not only involve technicians on site, they involve clerical time such as answering phones, contacting technicians to have them at appointments, ordering parts and answering unjustifiable emails, like this one.
  
  
  Consumer Response /* (4200, 17, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Took his advice and called around and no one had a rate of $165.00 an hour. I should've called around first but I had used them before and it was 1 plumber and $100.00 an hour I paid no questions. 2 plumbers are not needed to put the toilet back on after it was already removed from floor. I have found other plumbers in my area that don't charge such a high hourly fee and come highly recommended.