“Fell for the oldest trick in the book I asked how much it would cost to fix the problem, the trader replied with costs for each parts including labour, and gave a total. He left to buy parts, he returned and re quoted the original price. A little after 3 hours later he announced he'd finished, yet asked for over the agreed price, I feel he has overcharged on the hourly rate. And the tanks still dripping. I pity any other pensioners that have been without central heating for 5 days”
– Repeat Customer in Carshalton, 16 March 2015
Response from Hackshaw Plumbing and Heating Ltd:
It is unfortunate that this customer felt this way as every effort is made with all my customers to ensure their satisfaction. The customer was given the cost of the parts and the labour separately so he could understand what the breakdown of costs were. However he did not add the two together which accounts for the discrepancy. This was surprising as even after returning from purchasing the parts required, another attempt was made to discuss the quotation to ensure that there was no misunderstanding upon completion. Before I could get very far, he insisted that he was clear on the charges and there was no need to continue. As all of my previous feed back would testify, I have never had a customer say that they misunderstood me and disputed my charges or imply any lack of integrity. What the customer is saying he should have been charged is not far from the cost of the parts alone. Quite unrealistic seeing as the job took a total of 4 hours. Additionally fixing a dripping tank was never part of the job, hence I'm lost as to why the customer has mentioned this. Therefore it is of no surprise that he has never contacted me to put it right.