Thank you for sharing your experience with us. We appreciate your response. It looks like there was misunderstanding with the pricing and it might have looked to you like we charged you double, but it was not the case. We charge a minimum service fee of $180 plus HST, as we did with you. That included investigation of the problem and a solution, if possible, with no time limit. In your case, the toilet was cracked and there were no possible solutions but to replace the fixture. Since new toilet had to be ordered and was not there to install with in the same time frame, the technician would have to come again at a different day when the toilet is delivered. Therefore another minimum service charge has to apply. But before anyone comes and any changes are applied, all the pricing is agreed with the customer on the phone or during a free estimate in person. We have absolutely no hidden fees and are very clear with our prices. In your case our technician did suggest a discount, since your address was within a close range of out office. So we offered a $140 plus HST service charge for installation of a new fixture (all the parts like hoses, bolts, wax seals and so on are included) in the charge. And as well you wanted us to property dispose of your old toilet, and we did offer to do so for standart $40 fee plus HST (including all the cardboard boxes that come with the new toilet, styrofoam, packaging and so on). In total charges would have come to $140+$40= total of $180 plus HST. All of that was discussed with you and explained in detail. And all the questions were answered as well. Our company gave you a choice of going with us for that charge or choosing someone else to do it for you. Unfortunately we were not able to provide you with a severe discount, because company has a running cost, and needs to make at least minimal profit is order to exist.
Reply created 22 May 2020
