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:07/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Invoice # ***** 7/3/2023- Replaced water heater 7/5/2023- Re piped leaking water line and replaced leaking drain line The amount we were billed was $2,466.35. The invoice had all charges broken down, the number of hours for labor was 9.5hrs at a rate of $116 per hr. We have a surveillance system showing when they arrived and departed which came to a total of 3hrs 24min. I spoke with **** the manager explaining we were charged for too many hours of labor and had proof of that on video. He then explained that part of the labor time was including the time it took to pack and load supplies as well as the commute from the shop to our home stating that 30 minutes was the commute time one way, they came to our home 2 days so that equaled an additional 2 hours of labor. The distance is exactly 13 minutes from their shop to our home and there was already a separate fee on our bill for a trip charge. He said the labor included disposing of our old water heater but we were also charged a separate disposal fee as well. After speaking with him he deducted one hour of labor from our bill as a resolution. Still, we were charged 8.5 hours of labor when it should only have been 3.5 hours. 5 hours of unaccounted labor resulting in an extra cost of $580.00.I've attached the original invoice as well as the invoice after an hour was deducted from the bill. I also provided the distance for commute from our home address to their business location. I also attached the clips from our video surveillance system from both dates we received their services to provide proof of times for both arrival and departure.

  Business Response

  Date: 07/26/2023

  To Whom It May **************** is our response to Complaint ID ********.
  7/3/2023 Day 1 (first trip to home): Customer had us come their house to diagnose unknown source of water leak. We found that the water heater tank was the source of the leak and that it needed to be replaced. We stock the needed water heater at our shop, so the two guys drove back to the shop to get the water heater.
  7/3/2023 Day 1 (second trip to home): Drove back to house,installed the water heater, and then also found that customer had a leaking water line under the floor of the home. Due to time constraints, we had to schedule a return trip to address the water line re pipe. Our guys then finished up for the day and drove back to the shop.
  7/5/2023 Day 2: Returned to home to complete water line re pipe and get water back on to the customers home.
  After receiving the invoice, ******* called our office with concerns on labor charges. She told us that our two guys were only on site for 3.5 hours, but was billed for 9.5. We then explained to her that there is labor for two guys (she was only accounting for one) and that there is also off site labor for loading/unloading truck for job and drive time to and from house. We then looked up on ****** Maps drive time to her house at 13 min, one way (******* misstates this in her complaint). I explained to her that we bill in 15 minute increments, so round trip would add up to 30 min per trip to the home, totaling 1.5 hours of total drive time for our three trips to her house.Our employees time sheets indicated more total labor than this, but after running through the breakdown per day, we agreed that 8.5 hours would be fair (deducting 1 hour labor from the original invoice). After our conversation with the customer and deducting one hour from the invoice, we were under the impression that the customer understood the charges and that we had agreed to a fair compromise.
  Looking again at the customers complaint, we can see that the customer is only accounting for one technicians time when in fact there was two technicians for the entire duration of the three trips to the home.
  As for the trip charge, we explained to the customer that this is to help cover fuel, truck, and tool expenses and is not reflected in labor.
  As for the water heater disposal fee, we explained this also is not covered in our labor, just a $20 fee to help with recycling expenses.

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  In response to the businesses statement, I disagree.
  
  First off, the person who responded to my complaint was not *****, it was *********Some of the statements ***** made about mentioning to me over the phone is not even true. When I spoke with **** over the phone, he went through the employee time sheet indicating that the technicians who provided the services had written down that the total hours worked (July 3rd and July 5th combined) was 6.5 hours. I then mentioned that we had video cameras that showed they were only at our home 3.5 hours in total. He then explained that because there were 2 technicians, they charged the full labor rate for 1 of them and that they only collected half of that amount for the second technician.
  
  He then said that the other hours were figured by drive time. In response to my complaint to BBB, he states we looked up on ****** maps drive time to her house at 13 min, one way, this is false. I told him that the techs arrived to my home less than 15 minutes after my initial phone call requesting for their services. He then told me that rounding up, let us just say the distance was a 30 min drive time to your home, add another 30 minutes for them to get back to the shop and thats 1 hour. He also wanted to make it clear to me that on July 3rd, even though they made two trips to my home they would only charge me for 1 trip in addition to the 1 trip they made on the 5th of July. He did not say there were 3 trip charges as ***** states they had spoken to me over the phone. In total, that would have only been 1 added hour of labor if correcting the actual distance/drive time of 13 min on ****** drive maps.
  After going back and forth through the breakdown of charges and labor fees, I stated that I was still unhappy and that the hours just did not seem right. He then offered to deduct 1 hour of labor from the original invoice. He asked if this deduction seemed fair. I paused, said I dont know I guess 1 hour less is better than nothing at all but the hours still dont add up right. There were a lot of paused silent moments over the phone and I said I dont know, this just seems like a lot, but Im all out of things to say, I dont know what else to say right now I guess. His response was well, I will switch the labor charges by deducting 1 hour and send you the new invoice by email,and if you can think of anything else or have any other questions feel free to call us back and ask for *********
  July 3rd and 5th Video hours = 3 hours 24 minutes. 2 technicians, one of them at half rate= **** hours. 2 Trips (as quoted)- 1 hour. A total of **** hours (6.5 rounded up). The same number of hours tracked by the technicians for their time sheet. Yet, we were charged an addition 3 hours of unaccounted for labor.
  The companys business website states they give quality plumbing at a fair price. They take pride in offering the highest level of service expertise at an affordable price. That its vital customers feel heard and taken care of and that they work as efficiently as they can to keep costs at a minimum wherever possible with a 100% satisfaction guarantee with work and services. Racking up a bunch of extra hours for labor is not affordable for the customer, it is untrue and unfair. And as far as highest level of quality and service expertise, I disagree. On July 5th when the technicians returned to complete the water line re pipe, I was told by one of them -technically this is not going to be done to code. So, if you ever need or decide to get in the ceiling, you will want to be sure to buy/install some brackets to hold/secure the pipe to the joists. But, it should be fine, the *** pipe we are using is light so its not going to get too heavy and break through the ceiling or anything.
  
  Regards,
  
  ***********************************

  Business Response

  Date: 08/02/2023

  To Whom it May ****************** stance on this matter is that we really do care about our customers and thought that we had come to a fair compromise on this invoice. This back and forth communication  makes it appear as though we are unwilling to further compromise about this issue. When in fact, as stated by the customer. "if you can think of anything else or have any other questions feel free to call us back and ask for ****." The customer did not call us back, but instead went to the BBB. This invoice has not yet been paid and we are still willing to compromise on the labor charges. We really do care and want our customer's to be happy with our services. At this point, we are willing to adjust the labor charges to whatever amount the customer deems fair and accurate. We can then resend the adjusted invoice to customer's satisfaction.

  Thank you

  Niebuhr Plumbing & Heating, INC

  Customer Answer

  Date: 08/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  We believe that 4.5 hours of labor is an accurate and fair compromise. 
  
  Regards,
  
  ***********************************