Priority Plumbing

My wife authorized them to change the valve in the shower (easy access, basic valve). We have been billed $1,200 + tax for a job that took four hours. Not a rush, in fact we were put off twice. In addition, they sold her a 'membership' program for future discounts and quicker service! $83 + HST. In addition we paid them $300 + HST to blow the line out the week before. Total paid to change a shower handle/valve $1,583

After multiple calls, including one while the work was still being done, I sent an email to the owner, Austin. I'll see if he or anyone gets back to me. I will update in Part 2.

Part 2: The discussion to resolve my complaint.

Austin didn't return my email or call.

Neither did the person who took my call (while the service was being done).

I called back today and spoke to another person. She said she'd call me back. She didn't but the one I spoke to originally called me.

She asked me what it would take "to make me happy". I repeated (same as day before) that I wanted the bill reduced by $400.

She told me she could authorize $300 refund on the phone without needing approval from her manager. A $400 refund would need mgt approval and that would hold things a week or two.

I countered with $300 discount + rebate the $84 we paid for something called a 'partners' program that was sold to us during service visit. It is supposed to provide discounts and priority service, but no specifics are provided.

About an hour later, I get another call from Allison and she says her manager approved the additional $84 refund, but she'd be sending me an agreement to sign. I receive the agreement and I notice two things:

1. Their refund offer is for the $384, but they won't add the HST I paid for that portion of the charge. Where else does one go that you get a refund, but they keep the HST?

2. They write and I quote from the agreement, "I agree not to talk, write or communicate about A Priority Plumbing Ltd. in a negative manner, in addition, I agree to maintain the five-star positive review I've already posted on "Yelp" in perpetuity I acknowledge that doing so would be a breach of this agreement, slanderous and agree to repay the entire settlement amount of $383.40 plus damages to A Priority Plumbing Ltd. immediately."

I send Allison a note asking that the agreement be written with specific reference of this service visit, not any in the future. I also ask for the HST be refunded on the portion being refunded.

Allison replies no changes will be made to the agreement.

I've told them to put their refund proposal along with their agreement form asking for positive reviews forever back in the drawer. I'd like the $384, but I'll not be paid for positive reviews 'in perpetuity'.

I will let you know if they get back in touch with me. Somehow I doubt it.