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:05/09/2024

  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.

  On 4/2/24 I called **** plumbing to clear a clog in my basement. I was told on the phone the charge would be $139./hr. 2 men came at 11:00AM & left at 230PM. I received a **** a few days later for $979. **** is attached it has one line 'unclog sewer line under floor'I called & asked about the high **** *** & said this is double what I expected to pay. I was told I would get a detailed **** in the mail. On 5/4 I received a **** same one line statement. I called 5/6 morning & spoke to the person from before. I asked for details of the high ****. I was told that since there were two men the **** is higher and that I was charged for 4 & 1/2 hrs, i stated they were only there for 3 & 1/2 hrs. I was told driving time is included. I stated it doesn't take 1 hour from ********* to *************. I was told loading truck & cleaning equipment was part of that time. Also told the workers gloves were part of the ****. Also told me I got a deal because I was only charged $159./hr with the second person being there. I asked to speak to the person that does the ****ing. I was told that person would call me.Tuesday morning **** called me to clarify the ****. He said I called for shower drain issue. He told me I was charged $139./ hr for the 1st person and $40. for the 2nd total $179./hr and that the 4 & 1/2 hrs included cleaning equipment, loading ********* needed two men because of the heavy piece of equipment that is needed for this kind of job. I asked **** if he pays his people $139./hr on their paycheck, he said of course not.My complaint consists of the following: Why was I told 3 different hourly rates? Why am I paying for them to load the truck? Why isn't it ready to go for any job? Why am I paying for the gloves that they used on the job, this is a business expense. If this was for a shower drain clog, why did they send 2 men & the big machine? If you don't pay your people $139./hr what is the rest of the money go towards? Business exp like gloves.

  Business Response

  Date: 06/04/2024

  Please see attached.

   

  Customer Answer

  Date: 06/14/2024

  To clarify the Obers response letter.   I was never told about the material and equipment charges on the initial call nor per MAN charge.  If they never give quotes why did they quote me on the phone?  If the initial call was for shower drain, why were two men sent with the big machine?  Never got these questions answered.

  I also asked if you don't pay your workers $139. an hour what is the extra money for?  That never got answered. 
  

  **** mentioned they called me twice and 'respectfully' tried to resolve the dispute.  When I started asking about the bill to **** before the letters went out, he told me he wasn't going to explain how plumbing billing works.  When I kept asking him why things were billed the way they were, he hung up on me. That doesn't sound respectful.  He also threatened if I didn't pay the bill in 10 days that he would send it to the Justice of the peace. that's a threat that doesn't sound respectful. 

  I never said I wouldn't pay the bill.  I said I'm not paying $979.

  They sent letters in response and can't even spell my name right.  It is wrong 2 different ways.  That also is disrespectful.

  I never swore at them, I did tell **** to shut up after multiple times of cutting off my questions when asking about the bill, because he didn't want to explain the extra money.

  I'm not sure how **** states that I told them to shut up, I only spoke to ****.  I never spoke to **** after the *** and BBB letters were sent. 

  The main thing of this whole situation is that it should have been an itemized bill explaining everything, not a one line statement.  ************ should rethink their billing practices and not add hidden fees.

  I am offering to pay $456.50 for the job that was done.
  

  Customer Answer

  Date: 06/14/2024

  To clarify the Obers response letter.   I was never told about the material and equipment charges on the initial call nor per MAN charge.  If they never give quotes why did they quote me on the phone?  If the initial call was for shower drain, why were two men sent with the big machine?  Never got these questions answered.

  I also asked if you don't pay your workers $139. an hour what is the extra money for?  That never got answered. 
  

  **** mentioned they called me twice and 'respectfully' tried to resolve the dispute.  When I started asking about the bill to **** before the letters went out, he told me he wasn't going to explain how plumbing billing works.  When I kept asking him why things were billed the way they were, he hung up on me. That doesn't sound respectful.  He also threatened if I didn't pay the bill in 10 days that he would send it to the Justice of the peace. that's a threat that doesn't sound respectful. 

  I never said I wouldn't pay the bill.  I said I'm not paying $979.

  They sent letters in response and can't even spell my name right.  It is wrong 2 different ways.  That also is disrespectful.

  I never swore at them, I did tell **** to shut up after multiple times of cutting off my questions when asking about the bill, because he didn't want to explain the extra money.

  I'm not sure how **** states that I told them to shut up, I only spoke to ****.  I never spoke to **** after the *** and BBB letters were sent. 

  The main thing of this whole situation is that it should have been an itemized bill explaining everything, not a one line statement.  ************ should rethink their billing practices and not add hidden fees.

  I am offering to pay $456.50 for the job that was done.