“No work was carried out but there was a £96 call out charge which was not mentioned on the phone or on the website. The receptionist also offered me the first visit of the day between 8.30 and 9; by 9.30 no one had turned up and I was due for work, when I called, the receptionist said that there was no record of an early morning booking and offered an afternoon visit, which meant that I had to take the whole day off work. I queried the call out charge and was told that I hadn't used the correct terminology when booking the visit. I was advised to dispute the charge. At this point, I was offered a 50% discount because, having not used the right terminology, I was 50% to blame. I reluctantly accepted to extricate myself from further dealings with this company and posted negative reviews. Only at that point was I given a full credit but told to remove the negative reviews. I have never been offered an apology and the final statement from the director was that he couldn't see what my problem was. I would never recommend this company.”
Verified by Staff
– Customer in Oxford ( 1 ) 27 May 2018
Response from A1 Plumbing & Heating:
As a company we like to resolve issues which have arisen with a customer. The customer made an appointment for a leaking shower (no quote requested). We booked and sent a plumber to make repairs. Upon visiting the customer and taking the shower apart we advised that it would need a new cartridge. We advised of the price for repairs only to be told she didn’t want it repaired, just a quote. When our engineer was taking the shower apart you didn’t state it was a quote, you let him take it apart and we sent an invoice for the minimum charge. We don’t offer fixed appointments as this is difficult to attend as previous jobs may overrun. We offered a 50% discount as the customer didn’t use the correct terminology, but we have been in contact with the customer, she then added reviews before we had time to resolve. We don’t undertake quotes for minor repairs as these could’ve been quoted by sending pictures and only provide quotations for larger scale works, we don’t offer free visits for advise on repairs. At A1 we strive for excellence and we are extremely sorry you feel this way about our service.