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Complaint Details
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Initial Complaint
08/10/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
On July 27, 2023, the technician from Herrell Plumbing arrived at our house to fix a septic tank problem. Our septic tank was recently emptied and had some backup. When we made the appointment, they did not explain their charges. The technician looked at the septic tank connections and spent approximately 30 minutes looking at a couple of other items within the plumbing. After this, he simply said: "the problem is electrical and I cannot touch it!" and charged my wife $250 for this insignificant assessment. My wife was home alone. She felt intimidated and very upset by the interaction and paid the $250 charge. Later that day I called Herrell Plumbing to ask about their charges, because I felt $250 was outrageous for the quick and simple assessment. The receptionist told me that she needed to talk to some who was not at the office at the time, and that she would call me back later. The next day I called again and she had not talked to the manager yet. Later that day I received a call from a gentleman (manager or owner) who was very rude and unprofessional. When I explained why I was calling seeking some reasoning for the $250 charge, he was very unprofessional telling me that this is what they charge for any service call and there is no reason to discuss anything. During my call with this gentleman, he was abrasive, did not let me speak, and abruptly told me several times that there is nothing else to discuss. I am filing this complaint to bring attention to this unethical business practice. Herrell Plumbing did not explain their charges upfront, spent about 30 minutes looking at the system, and charged an outrageous fee. The manager was very unprofessional and unethical in his interaction. I have contracted many professionals (mechanics, plumbing, electrical, septic service, gardening, etc.) in over 30 years and never been treated in such unethical unprofessional manner. My wife felt uncomfortable and pushed to pay without any explanation.Business response
08/10/2023
The Mrs called for the service, explained she just had the septic pumped and the toilet was backing up when using the showers. She was quoted $250.00 - $350.00 and scheduled the service. She called on the 24th, and scheduled an appointment for three days later. We had two technicians go to the customers home, cleared the line, and found she was having an electrical issue with the pump to the septic tank. Our GPS system showed the plumbers were on site for 1hr, presented her with an invoice for $250.00, she signed it, and gave us a credit card for payment. She was not forced or intimidated in to signing or paying for the service. The husband called the following day, the service manager was gone, then the customer called the next day. When the service manager answered the call, the customer rudely told him that we were unethical and unscrupulous. He said we were only there for 10 minutes and they were overcharged. The service manager clarified the time we were there and asked the customer how much he thought he should have to pay. The customer would not respond to that question. If the service manager responded in an unacceptable way, it was a response to the way HE was being spoken to. We provided a good and honest service to this customer and found their issue. We stand behind our charges and our customer service.Customer response
08/10/2023
Complaint: ********
I am rejecting this response because: the statements provided are fabricated and exaggerated. The technicians were on our property no more than 30 minutes, because my neighbors noticed the arrival and departure. They could have been in the vehicle or in the area, but not onsite. Also, they did not clear the line or did any work. They simply said “it was electrical.” Because my wife was home alone, she did not feel comfortable asking why the charges were so outrageous. Finally, this charge was not even mentioned when the appointment was scheduled. We would not have scheduled the appointment knowing the fee was so high. We had another company complete the work (electrical and septic repair) completely for much less than what Ferrell Plumbing charged for telling us that it was electrical.This response filled with inaccurate information validates my complaints of unethical practices by Ferrell Plumbing. This is outrageous and unethical. I cannot believe that a company with these practices is able to operate freely.
Sincerely,
***** ******Business response
08/14/2023
This customer was not there nor did he speak with any of the staff prior to calling and spewing his accusations once the job was completed. There were two days before the appointment when he could've called to confirm pricing before the plumbers arrived. We have the facts of the story and asked him when he called how much the service was worth. He never responded with "I want a refund".
It's not good when a customer calls and accuses the company of being unscrupulous when we pride our company in being one of the most ethical plumbing companies in Central Florida for 50+ years. The tech on site has been with us for almost 35 years and he has no reason to fabricate the events.
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Contact Information
Business hours
Today,7:30 AM - 5:00 PM
MMonday | 7:30 AM - 5:00 PM |
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TTuesday | 7:30 AM - 5:00 PM |
WWednesday | 7:30 AM - 5:00 PM |
ThThursday | 7:30 AM - 5:00 PM |
FFriday | 7:30 AM - 5:00 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.