Coastline Plumbing

"Hi [Member Name Removed], I'm sorry to hear that your not satisfied with our pricing setup. Unfortunately we are, as you mentioned, a flat rate pricing company. And all that really means is that once we quote a price for a job after seeing it, that price is guaranteed to stay as-is, regardless of any hang ups that other companies would then use to start adding onto your bill. Things like needing to get parts, return trips on alternate days, or even "up selling" things like changing out the shut offs and supply lines for the faucet, etc etc. So with a company such as ours, the $249 you paid on that day, can work out to a totally different "rate" just based on how long it took to get everything done properly. With a true hourly rate your literally paying for any mistakes the tech makes, or trips to a part house, missing parts out of the box etc. flat rate eliminates all that and binds us to a committed price before we start. So that's the reason we cannot just divide the time there by the price given and arrive at an hourly rate that means anything to our company pricing, because it would be inaccurate. Had your faucet been missing a part out of the box, then we'd have been at your home another hour or so possibly, making that hourly rate closer to $100 an hour now. But these are the ups and downs that come with flat rate pricing. Some jobs we can lose money on, and others we finish up quickly and are out rather quick, as was the case at your home, but it averages out in the end over a larger spread of time. We try and go by an average pricing across the board, for each item, and then customize it based on the items actual condition access and type. Lastly, in an effort to be as transparent as possible, the technician should Have given you that pricing before starting the work, while at your home on a free visit for the estimate. This way there is no obligation or hidden fees, it's all upfront before you start the job. If you feel it was too expensive, but only after you saw the amount of time taken, then I hope my explanation could potentially have you reevaluate us, based on the info I have given as to why flat rate is superior to just an hourly rate in my humble opinion! Sorry for such a long response! but I try to take any and all customer feedback seriously, especially when we feel that there's possibly a misunderstanding in how we operate! I hope this helps explain a little better now, and possibly convince you to reconsider working with us again in the future. But if not, I understand and thank you again for trying us out. Have a good day!"