Complaints

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• Initial Complaint

  Date:12/31/2023

  Type:Service or Repair 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.

  Complaint: ********
  
  
  
  I am rejecting this response because: it is dishonest. First, I did not write him a check and then change my mind. That’s just an ignorant statement to explain why the office called for payment as soon as the plumber left my house. Secondly, I have an Invoice from Prestige for work that was done on September 11, 2023. It shows the terms are Net 30 days, not Payment on Completion. The parts are listed and priced, and the Sales Tax is clearly shown. I’ll include a copy if there is a link to upload a document. Otherwise I’ll e-mail it to you. The excuses they put in their response came from the same bodily orifice where they got the price for parts. The fact that I accepted an estimate for $700.00 doesn’t mean that I’m going to pay $600.00 or $700.00 unless the final price is based on reality of what parts and labor were needed to effect the repair. On the day in question, I got the call letting me know the plumber was available right away. That was at 10:30 a.m., and that’s when the labor time started. He finished and left my house at 12:45 p.m.  That’s not 3 hours, but that’s what they invoiced me for. They overcharged me for labor, and their attitude is trust me the parts were $304.00, period. They state they used pex and shark bite on the repair. Pex costs $4.28 for a 10 ft. length, which is more than he used, and 1/2 in. shark bite connectors cost $8.68 each. He could not have used more than 4 or 5 of them, so where is the $304.00 in parts?
  
  I will pay the plumber, in cash, for a house call if he brings a detailed list of parts, and prices thereof, that were used on my job and shows me where these parts are in my house. If he does that, it will resolve this Complaint, and he will be $109.00 richer. I might even throw in a $1.00 tip. If he does not do it, I want a credit of $310.75 applied to my Visa for the overpayment of parts and labor.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *** **** turned out to be only a 2 hour job, they wanted to get closer to the $700 figure and gave a bogus entry for the cost of "part". I called Jamie to complain of an overcharge and was given several excuses, but there has been no change in my billing. I feel that I was overcharged $81.75 for labor and at least $229.00 for parts.

  Business Response

  Date: 01/02/2024

  We quoted the customer $700.00 - $750.00 to do this job, which the customer stated was fair and agreed to, and even put this in his complaint. The final bill was $631.00, which is less than what was quoted to him. We do have a Payment Upon Completion policy when completing work. Customer had originally written the tech a check to bring back to us, then changed his mind and told the tech to have me call him to collect payment, which I did. This job started as a quote to do the job. When we give a customer a bid, the amount includes sales tax in the numbers given to the customer, therefore we do not add tax onto the final amount. The tech put the following notes on the work order when he did the work: "had to pull water heater out; cut out "T" and 2 - 90s; repaired with pex and shark bite; reinstalled water heater; everything working as it should no leaks".

  I can edit the invoice to break down the amounts for the parts for the customer, but the amount is accurate and will not change. 

  Business Response

  Date: 01/08/2024

  The invoice is correct for the work that was completed. 

   

  A tech went
  to Mr. ****’s home on December 28, 2023, when he called us about a leak that he
  had behind his water heater. We quoted him $700.00 to drain and remove his
  water heater, repair the leak, and then reinstall his water heater. He agreed
  on this and said that sounded like a fair price due to the amount of time,
  labor, and materials it would take to do so, he told us to proceed with the
  repairs. The total time of labor comes from the following breakdown:
  Prep Time - 30 minutes
  Drive Time - 14 minutes
  Labor on Job - 2 hours 18 minutes
  Total - 3 hours 2 minutes
  
  The parts were not broken down separately on the
  invoice, only as a collective amount for all parts used due to our using a flat
  rate system in billing.
  
  We did collect payment upon completion of the work, as
  is our policy. The invoice is correct, and no refund is due to the customer.

  Customer Answer

  Date: 01/09/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: I have the record on my phone  log as to when the plumber's call came in, and it was 10:30 a.m. They had to verify that I was home because they were originally scheduled to come at 1:00 p.m. that day. Why would there be prep time prior to that when they didn't know if I was home? He left at 12:45 p.m. That is 2.25 hours for labor. I stand by my previous offer to pay an additional $109.00 for the plumber to come and show me where $304.00 of parts are located. These people think that an estimate gives them a guarantee of making a certain amount of money regardless of FACTS such as cost of parts. They still have shown no proof of that.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *** ****