Complaints

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• Initial Complaint

  Date:06/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer had several plumbing companies give her an estimate. One company, Philip Wagner, Inc, sent her an email with an estimate. Date of estimate 4/11/22. Consumer did not accept the estimate because it was very high. Consumer then received a bill in the mail two weeks after the email. The bill was for a service call in the amount of $85. Consumer stated when she called for the estimate, she was not advised she would be charged a service call if she did not accept the estimate.  Philip A Wagner, Inc *** * *** ** ********** ** *****  ###-###-####

  Business Response

  Date: 06/17/2022

  On 04/05/22, our company received a service call request from ***** **** at *** * *** ****** ********** ** ****** The customer stated she just purchased a house and there appears to be a crack in a sewer pipe and requested services. At this time the customer requested a service call , never indicating the need for an estimate. Our technician arrived on 04/11/22 to perform services for repairs. Once there, the technician assessed and diagnosed the issues, noting that a section of the cast iron sanitary sewer needs replaced, which would include floor removal. Due to this being an extensive job we asked the customer if they needed a quote to continue services. We concluded our service call and provided a quote for repairs for the customer and invoiced the customer for a $85 service call. We do not charge for estimates nor do we charge if estimates aren't accepted, but we do charge for services calls as requested by each customer. When the customer received the invoice, she did make contact with our company and it was explained to her that we do not charge for estimates and stating that she didn't indicate at the time of the call that she needed an estimate. She was charged for our company's minimum initial service call as requested. She was unwilling to accept our explanation of services rendered at that time.
  
  Please feel free to reach out for any additional information needed.
  
  Thank You,
  Jacie F***
  Philip A Wagner Inc.
  

  Customer Answer

  Date: 06/21/2022

  I am rejecting this response because: yes I did ask for an estimate. And furthermore, the company provided me an estimate by email and didn’t send a bill for a service call for two weeks after that when the written estimate expired. The emailed estimate didn’t say anything about a balance due for a service call. The time to charge for an estimate is upfront so a customer can decide if they want to do business. The estimate was good for two weeks and when I hadn’t accepted it then I got a bill for a service call. 
  
  Regards,
  
  ***** ****

  Business Response

  Date: 06/27/2022

  Again, our company does not charge for estimates. The estimate request was not discussed until the issue was checked/diagnosed, then again as stated before the estimate was provided due to extend of the project. Yes, our quotes expire in 15 days , due to our supplier prices changing daily. The customer is stating she feels we invoiced her because the quote was denied, which is false. The service call was on 04/11/22. The quote was sent on 04/12/22 and the invoice was sent on 04/20/22. Therefore, our company sent the invoice out before the quote expiration. As stated before, we do not charge for estimates we charge for service calls. We do not require payments at the time of service, our turn around for billing after work orders are turned in is about 1-2 weeks.
  
  Please feel free to reach out for any additional information needed.
  
  Thank You,
  Jacie F***
  Philip A Wagner Inc.