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:03/29/2023

  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.

  Years ago, a person in Kingston mentioned Swift Plumbing positively so I called them about some minor plumbing problems. On February 10, 2023 two gentlemen came to my home.(one seemed to be in training) Because of that previous statement by another person about trusting Swift, I did not ask FIRST for : the initial cost of a house call to assess the problem, as estimate of the cost to solve each problem, the per hour cost after the initial call. This is what was done in my home: a leaking faucet on the outside wall of the house was replaced, a faucet which I purchased from the hardware store was installed in my kitchen, the tub/shower faucet was inspected to determine why there was so little hot water (I had been told it was probably the single-handle switch plugged by silt. My hot water heater was set up to a proper level. I was told verbally without an invoice a total that was exorbitant.(over $600.00) I left a phone message and wrote Swift asking for an invoice delineating: the basic cost of a home call, the list price of the faucet they replaced on the outside wall, the per hour charge for anything over one original hour, and saying I should not have to pay for the second, trainee person. I received an invoice which contained NONE of the information I asked for. It appears to me that the invoice is purposefully unclear, so that the invoice can be rigged to come up with the amount the company wants to receive per day. Three persons whom I told about this have told me that the amount of money charged is an outrage and I should file a complaint with you, the Better Business Bureau, and one person said I should go to the ************************* I am starting with you. ( I am an old lady and I do not know how to upload stuff. Swift can give you a copy of their original invoice or I can snail mail it)

  Business Response

  Date: 03/29/2023

  *******************,

  Our service manager reached out via email on March 1st providing an explanation of the invoice in question. She followed up with another email on March 7th asking if there were any questions? Attempts were made to explain our costs as well as to come to a resolution that you would find agreeable. Unfortunately, we have not heard back until today. It is our policy that prior to any work being performed at a customers residence the we provide an upfront cost. This allows the customer to have the option to refuse  our services or to have us proceed. The customer should always know how much the repair will cost before the plumber begins the actual work. Our licensed  journeyman plumbers' all have an apprentice who works along side of them. We do not charge the customer for any of the apprentice labor as they are there to learn on the job. If you are willing to contact our service manager, ***************************** we would be more than happy to come to a agreeable resolution.

  Customer Answer

  Date: 04/08/2023

   
  Complaint: 19867439
  
  I am rejecting this response because: The communication I received from the Business did NOT answer the questions I asked in my letter to them.  The business stated that their policy is "prior to any work being performed at a customers residence  we provide an upfront cost. This allows the customer to have the option to refuse our services..."  My main point is that the policy was not followed.  At no time, previous to any work being done,was I given verbally, in writing, or over the phone any figures for 1)basic house call 2) list price for faucet put on the outside wall 3) labor for installing a customer-provided faucet, or labor charge for checking my hot water problem. If I had known any of this I would have refused service.  *********** suggests that I contact the service manager which I will do, as well as sending this response to you.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/13/2023

  We have resolved the issue with *******************. After further investigation into the matter it became clear that our policy was not followed, the cost of the repair was not given before any work was performed. There is no charge for the work and we will continue to work on training our staff to always provide pricing upfront.