ComplaintsforDeluxe Plumbing & Heating, LLC

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had called Deluxe Plumbing and heating to replace a steam vent that was weeping. They came up on the 30th of March to assess the issue. I was not home and my wife dealt with them. The job would be a simple remove and replace of a steam vent. I've changed the offending unit myself which took a total of five minutes in the passed. They charged my wife $98 for the visit and said they'd be up in a week or so to replace it. My wife paid them the $98 home visit and The technician asked my wife to sign the technicians hand held device which she did. On the 6th of April, my wife called to tell me the plumbers had replaced the vent and one more. She was shocked that it was over $1400 dollars. The technician and his assistant were in my home for not more than one hour. I have security video of the visit. I called the business to inquire about the excessive charge and the receptionist explained that they estimate a rate based on having to do extra work. I never saw an estimate more did I approve one. They claimed my wide approved the estimate but she was never told an estimate. Not was she given any paperwork with an estimate on it. I spoke with the owner and her explained that they had overhead and it cost them to send their technicians to my home. That explanation was not consistent with my past history.Further, I had Deluxe repair some steam line in January, that cost $2100. I was happy to pay them for what I thought was a job well done and cost was commensurate with service. On that visit, there were four people who worked the entire day. They replaced 100 feet of steam line and made sure the furnace was running correctly. They did a great job and I was happy to pay. I believe I'm being taken advantage of because, on the first job, four people worked eight hours and replaced a lot of material. It cost me $2000. On the recent visit, one tech and a helper were here for one hour, they're placed two items that cost under $200 and they charged me over $1400.

  

  Business response

  04/19/2022

  Our process involves the technician going out to the customer home and evaluating the job, presenting a price and obtaining customer approval of work and pricing before doing any work (see photo attached approving work), Performing the work and collecting payment at the time services are rendered. If **. ***** is the sole decision maker of the home, that should have been discussed at the time service call was created so our technician could contact **. *****, instead of his wife. Our technician was under the impression ***. ***** was a decision maker. If our pricing was not approved by a decisionmaker maker at the time of presentation, we would have only charged the $89 dispatch fee and been on our way. 

  To resolve this dispute, I am willing to refund half of the paid cost of $1435 ($717.50). Please notify our office is this resolution is approved and a check will be mailed out immediately. 

  Thanks, 

  Alyssa

  Customer response

  04/26/2022

  [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 ********, I have Spoken to the business manager I have made my feelings known and I have told them that I will accept their resolution.  
  
  Regards,
  
  ***********************
  

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