Done Plumbing & Heating

"[Member Name Removed], thank you for taking the time to leave some feedback! I'm glad that DJ and Cason (as well as Jeremy) were able to get you taken care of and I'll be sure to share with them and their manager. We appreciate the opportunity to earn your trust!"

"[Member Name Removed], thank you for taking a moment to review your service!"

"Hi [Member Name Removed], thank you for taking the time to leave some feedback. I am sorry that the water heater was not removed if a new one was installed by us, it is supposed to be as we recycle all old equipment at no charge. Can you please give our office a call or email HelpToday (at) itsdone.com and let us know where the service was performed and if you'd like us to return to pick up it up? I'm not finding service history for the address you provided here or your name so I'm thinking it might be under a different location? Regardless, I apologize for the inconvenience but do appreciate the opportunity to earn your trust."

"[Member Name Removed], I am sorry you feel this way about your experience. You are correct that we do not guess on pricing over the phone. As every situation is different and has unique elements and challenges, we feel it is fair to give accurate information on-site rather than an untrained customer service representative pulling a number out of the air. I appreciate that you recognize our transparency in explaining on how we work, and why, when you scheduled the appointment. You are correct that our technicians quote work on a flat rate basis on an iPad based on the task or tasks that need to be completed. This ensures that every customer we service receives the same price for that particular work regardless of who they are or what technician is performing the work. In your case, there were four specific tasks that needed to be completed in order to properly address your kitchen plumbing. Simply stating "I need my plumbing hooked back up" does not accurately depict what work is necessary to achieve that outcome or the unique circumstances that may need to be addressed. If you look at your invoice, you'll also find the claim of being $2,000.00 is very inaccurate. I do apologize for the issues regarding payment of the trip charge you agreed to while scheduling the appointment. Due to a glitch from the credit card processessor, the $39.00 was not accurately allocated to your account in our systems. Once this mistake was recognized, we immediately remedied and because you had mailed a check we wanted to ensure that you received it back so you knew you were not charged twice. We wish you the best of luck and hope that you can find a plumber that meets your needs in the future. We do recommend that you ensure that they are properly licensed by the state AND the city that you reside, have proper insurance to protect your property and their employee while they are at your home, and are not a fly by night contractor that may or may not be around six months from performing the work should something go wrong during their warranty period (which they should also provide)."

"[Member Name Removed], Thank you for the positive feedback regarding your service and for your trust! We appreciate the opportunity to get you taken care of. I'll be sure to share with the technician that was out. Have a great week!"

"First, I do apologize for the delayed response when you called in to speak with a manager. As you called after 5 on a Thursday, the customer service rep let you know that a manager would call you back on Friday. Unfortunately, the plumbing supervisor that was responsible for giving you a call was out sick on Friday. I offer that detail as an explanation not as an excuse as we do expect our customers to received followup more quickly than you did. I have asked our General Manager to ensure that doesn't happen in the future should a department manager be out unexpectedly. We were called for a copper pipe leaking going into an osmosis filter (which are commonly located under a kitchen sink). We always present pricing up front and in writing for a signature approval before starting any work so our customers can make informed decisions. You are correct in your statement that we are a flat rate company that charges by the job so you know the exact price before agreeing to any work. We encourage our technicians to complete their work as quickly as possible (without sacrificing quality) so our customers are inconvenienced as little as possible. Your technician has been in the plumbing industry for over 12 years and is very experienced. While the repair went very smoothly and was completed in less time than expected, it does not change the fact that the repair was made correctly and with good workmanship at a price that was agreed to ahead of time. Had the technician ran into any issues (or had another technician needed more time) the price would not have increased due the additional time needed. I've also verified via GPS on our vehicle and signature time stamps on the digital invoice (both before beginning work and after work was completed to verify that is was completed satisfactorily) that we were on site for approximately two hours (2:53pm - 4:46pm). As you had expressed reluctance when approving the work, our technician had already waived our standard trip charge (which you had agreed to when scheduling the appointment) and allowed you to use a water heater installation coupon even though it wasn't related to the work you wanted completed, that on top of the coupon that did qualify for the work being completed. After listening to the conversation you had with our manager and his explanation as outlined above, you said that you understood, appreciated the call back, and did not request anything additional. Our manager was sympathetic to the fact that you thought the price was high, but you did acknowledge that you were presented with the price and approved it before any costs were incurred. I'm sorry that you didn't have the experience we'd hope you would, but are glad that you no longer have a leak in your plumbing system."

"The pricing by our technician is accurate as presented from our price book. We always present pricing upfront and in writing before performing any work so our customers can make informed decisions. The customer initialed next to the price and signed stating "Customer or Customer's authorized agent hereby authorizes Done Service Group to perform the work described above subject to all terms and conditions set forth on the face and reverse side." (see highlighted attached invoice) The customer then signed at the conclusion of the job stating that "I hereby acknowledge that the above described work was performed in a satisfactory manner." The customer was clearly aware of pricing and approved the work to be performed. While the customer states in his complaint that the part was $50 from the hardware store, he does not make clear the additional parts included in our work that would not be part of the product purchased by itself. Included in the service performed are One Touch emergency shut offs and No Burst braided stainless steel supply lines. Total cost of parts used was $366. These additional parts and a minimal markup must be considered when looking at the job. Also to be considered is that our labor (3.5 hours), insurance (workman's comp, vehicle, property, medical), and other overhead are included in pricing not present had the customer performed the work themselves."