To be fair - the company had good communication and the guy that came out was nice and did the work - hence 2 star for satisfaction.
The issue - price.
Your website shows there is no extra fee for weekends and holidays and you're open 24/7. Therefore how do you charge extra for an 'after hours' appointment? How do you charge extra because your company needs to keep staff available to service calls received 'after hours'? It's your decision to offer your services round the clock.
We had trouble redeeming the coupon on the website first off. That is a no brainer and the tech should be able to authorize immediately.
And then to hear the cost - almost $600 to solder a pipe together that had come apart? I think the tech couldn't even justify that price. We did manage to get the bill down, but even that seemed hefty.
If we were closer to the property, we would have done the work ourselves. I believe many of the happy clients do not realize just how simple some of these repair jobs really are.
Before booking with any company here on out, I would ask if there is a minimum fee, as well as the hourly fee, travel fee, emergency fee......
- Approximate cost of services:
- $450.00
- Company Response
We appreciate you taking the time to express your concerns to us and would like to clarify some things we feel got lost in translation.
The cost of our services remains the same regardless of the day we are conducting them. If you were charged an amount for a service over the weekend or a holiday, it's the same amount you would have been charged had you booked during regular business hours. The difference in pricing is relative to our free estimates at no obligation to you, which are offered Monday - Friday between 8 AM - 6 PM. If you're requesting we send someone in the evening, over the weekend, or during a holiday, a potential trip charge may apply should you decide not to proceed. We cannot send technicians out for a free estimate at all hours of the night or days of the year, and we hope our customers can appreciate that.
Although the trip charge exists, we waive it for anyone who proceeds with work, similar to what we did for you, so the service cost remains the same at the end of the day. We've discussed the coupon with the assigned technician and our other staff to eliminate potential complications surrounding honouring any coupons available on our website. Concerning the associated costs, our prices align with our competitors and do not exceed the standard rates for service in Ontario. We can appreciate that service costs have gone up in general. However, it's not something to be said about our company alone. Any reputable and reliable company is charging similar amounts, if not more.
You received same-day service from a respectful and knowledgeable technician. You had the ease of knowing we have a good reputation online and are deemed reliable by many previous customers in addition to receiving a warranty for the work. Lastly, we offer flat rates that are provided upfront, so there wouldn't have been any discussion of a travel fee or hourly charge.
We hope this clarifies things for you and would be more than happy to discuss the pricing further, especially if you have received quotes from companies of a similar calibre that do not align with what we charged you. The goal is to build long-term relationships with our customers, and we will always try to rectify any potential wrongdoings or mishaps on our end.
We encourage you to call our office at 416-661-5464 if you wish to discuss this further. Have a wonderful day!
- Drain King Plumbers