“Workmen not at fault. I explained the work needed by phone, but this was ignored. On day 1 the plumber arrived hours late and head office didn't give him instructions or time to complete the task, so I was charged for 2 hours of labour and no progress was made. On Day 2 I had to pay a 'day rate' for both a plumber and a carpenter. Again the plumber didn't arrive until nearly midday. When I tallied up the hours worked they fell well short of reasonable for a 'day rate' but head office argued that the hours that the carpenter spent waiting at the house for the plumber to arrive were chargeable.”
Verified by Staff
– Customer in Thornton Heath, August 2017
Response from 1st Fix Maintenance Services Ltd:
Thank you for the feedback, which we always take on board. I have looked into this case and there are some discrepancies, this was a quoted job from information as described and then seen on site. 2 men were needed and the customer was advised, he insisted he needed this done asap so it was booked for the following day. The carpenter arrived, lifted the floorboards and the plumber arrived when the leak was sighted. This was fixed and the flooring put back down. We charged as per the quote already agreed by the customer by email. We were willing to charge by the hour if that have worked out cheaper but the man hours on site would have almost doubled the cost opposed to the rate quoted and accepted. Unfortunately, sometimes customers dispute the time spent on site, but we use computer software that the engineers log on and off and have customer signatures to close a job, the customer signed off the job with no dispute of the hours on site. The workmanship on this job was never questioned but we have been marked low by the customer, we are sorry he felt to do so.