Acadian Plumbing and Drain

"RE: [member information removed] Customer called Acadian on 8/20/13 to request service for a kitchen sink that had been clogged for weeks. The dispatcher gave her a range of what the cost would be depending on what the service technician would have to do. She was told that we could have someone out the same day and she was thrilled at the prompt service. Upon arriving at the home and speaking with the customer, the customer informed our technician that she had been putting drain cleaning chemicals in the drain. Once this has been done, the technician cannot immediately cable auger the line for two reasons: 1) The chemicals can cause damage to the cable and 2) It is dangerous to the technician due to splashing. Technician left home feeling good because she praised him on a job well done. About 20 minutes later the customer called the dispatcher back praising that the technician was great and did a good job. Then she asked since he was only there for a half hour could we do something about the price. The dispatcher explained that we use a flat rate system for task and not time and material. The rate for this task is the same up to 1.75 hours. At this point the customer made veiled threats about what she would write about us if we did not reduce the rate. At this point the dispatcher turned the call over to a supervisor who was in the office. He told her that he would speak to the technician to see exactly what was done and what was charged and call her back. He returned her call after finding out what exactly was done and checking the rate book to ensure that it was charged correctly. He informed the customer that the technician had done nothing wrong and that he had charged the appropriate rate, therefore, the rate would stand. The next contact was when she put this review out (hence her making good on her threats)"