Shower drip repair - zero transparency on cost
Update: the Plumbers Direct response suggesting that the customer requested the part number once we sourced it, and said if we would not provide it she would be writing a review is a complete fabrication. I asked for any information they could provide about the part name and job to justify the $400 bill, to which I was told that they do not supply any information to customers after the initial diagnostic visit. Their dishonest response to this review is yet another red flag about this company - take your business elsewhere.
Experience was positive to begin with: responsive, quick service. However the pricing was astronomical and there was a complete lack of transparency and professionalism around the pricing:
- call out and diagnostic: $150 - this I understand
- the part (a shower cartridge) and job, which took 20 minutes total: $300 - how is this an acceptable price for a 20min job? I understand that the part took time to source (I was told they had to email two suppliers, attaching photos, and that this took lots of time) all we wanted was some transparency around the cost - why $300 for a job that took 20 minutes total (including payment)? The unprofessionalism I was met with when I asked this question, including answers such as after a [$150] diagnostic visit we do not supply any information - your shower is dripping - to which I replied yes, thats why we called you, we were aware that the shower is dripping, we are not asking you what the problem is and what part is required to justify the $400+tax bill). This experience was hugely disappointing given the reviews we had read and will make us very hesitant to give follow-up business to this company. A hugely disappointing end after a positive start.
When I asked for clarity on the $300 cost, I was told that they couldnt give me any details on the cost of the part itself (and refused to provide the part name).
- Approximate cost of services:
- $400.00
- Company Response
Plumbers Direct takes pride in being transparent about pricing so that you know what to expect; however, there are many variables to provide the cost of services prior to sourcing parts required for repair.
Our company’s policy is that once the plumber assesses the plumbing issue, the customer is advised of the cost and we do not proceed without customer approval.
The customer requested the part number once we sourced it, and said if we would not provide it she would be writing a review. No payment was received for our services, as we wanted to be certain we could source the parts, and no approval was given to proceed with the repair at this time.
The customer contacted HomeStars for a Plumber to repair or replace Faucets or Pipes and we responded and contacted the customer for more information and photos, as no brand identification was known.
To avoid a service call, pictures were requested to assist in identifying the shower. The pictures were sent to several suppliers and the brand could not be identified.
The customer agreed to a service call and diagnostic charge and also asked us to source a flapper for the toilet.
The customer was contacted once the cartridge and flapper was sourced and provided a quote to supply and install the special ordered parts to be sent by courier.
The customer was provided a quote to supply and install the cartridge.
The customer was offered the option to cancel the service for repair and we would take the loss for the cost of parts and delivery fees.
The customer cancelled the service for installing the special ordered flapper for her toilet.
The customer requested a discount.
The customer contacted the plumber directly to install the cartridge and a discount was applied.
The customer was provided a receipt for services, and it included the product information for the part used to repair the customers' AquaBrass shower system.
Should the customer have any further questions or require any additional information please call us at 416-997-3063.