Customers Complaints Over Charges

Jack, CVMS

Just read a response to a post on Oil Tech Talk that got me to thinking of an incident that happened several years ago. A customer was protesting, rather loudly, of the time and expense that was involved in finishing the installation I was doing for him. I had made it plain from the beginning that this was a pay-as-you-go situation (didn't want to have to fight for my money after the job was completed) and he was angry at writing another check. Rather than get mad or argue, I just smiled, asked him to show me what part of the work I had done so far he didn't want to pay for and I would remove that part, refund him his money for the materials and labor, and he could find someone else to finish the job. Didn't hear another word from him as he pulled out his checkbook and started writing.

I'm sure most of you have run across similar situations, how about sharing some of them - humorous or the perfect squelch.

Ken C.

I was installing a pedestal sink (new) and toilet (used) in a customer's bathroom that had been retiled and repainted. The pedestal installation went beautifully, but the toilet (which had been used in the bathroom before the remodel) had a leak from the top of the supply tube. I used a rigid chrome supply tube and thought that maybe I didn't align it well enough with the fill valve inlet. I tried another supply tube, but it still leaked. Upon closer inspection, I determined the leak was from the fill valve. I told the homeowner that I would have to replace the fill valve with a Fluidmaster, and told him how much it would be (our company is flat rate and charges by the task). The homeowner, who had been happy up until now, cried like a stuck pig and asked why we were charging so much when the part probably cost less than $10 at Home Depot. My blood began to boil, because I really went all out to do a first-class job on the pedestal sink. First, I told him that HE supplied the toilet, with it's faulty part, not me. Second, I told him I could just shut the water off to the toilet so he could fix it himself, it didn't matter to me. That "take it or leave it" approached worked; he backed down a bit and authorized the repair.

ScottMP

Years back

As I was starting my business I was explaining to a electrican friend of mine that I was raising my rates, since I was learning about my cost of doing business.

" Don't raise your rates, you'll loose business, people won;t pay it ". He spouted the usually remarks.

A few weeks later I had finished a job and the owner was writting me a check. Half way thru he stopped and looked at me, " Have you seen the electrican, I can't get the guy to come back and finish ". He then went back to paying my bill, at the higher rate.

Lesson learned.

Scott

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Wardner

I don't hire anybody unless they agree to lump sum ahead of the job. I will write change orders when necessary. I do this because I don't want to be put in the position of micro-managing a professional's time and other resources. I only have to check their work and materials. These bids eliminate most problems when the job is complete. I am a GC

This is how the Govt usually does it. One major exception are the snow removal contracts. There is always alot of friction on those contracts. I think the state has a grievance. When those operators aren't parked under an overpass catching ZZZ's, they gang six plows in series so that each plow clears about three feet. It's highway robbery.

John Mills_3

Sounds like our building

When remodeling our building, we could use the general's electrician, the one we usually use or the Boss's son found a 1 man outfit much cheaper. Guess who he chose? Guess who held up the job repeatedly by not showing when he promised...etc. etc. etc.

Al Letellier

cusotmer complaints

Had a customer (that's right, had) that called at 2AM on a September night for a no-heat call. It was an emergency to him, so out I went. I replaced a Taco 110 circ. with an 007 and billed him for the call (T&M @ time and 1/2). He didn't complain a bit about the $220. labor charge but bitched at the fact I charged him $75 for the circ. Said he could buy one a HD for 52.95 and wanted a refund. I refused and told him the next time he had a no heat on any night, especially a cold one when I really had to be there at 2AM, to call HD, have them open the store to get a circ, and have them send a man to replace it......no refund and no longer a customer. We simply won't put up with that attitude from our clients.

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Pat Clark

Complaints

> Had a customer (that's right, had) that called at

> 2AM on a September night for a no-heat call. It

> was an emergency to him, so out I went. I

> replaced a Taco 110 circ. with an 007 and billed

> him for the call (T&M @ time and 1/2). He didn't

> complain a bit about the $220. labor charge but

> bitched at the fact I charged him $75 for the

> circ. Said he could buy one a HD for 52.95 and

> wanted a refund. I refused and told him the next

> time he had a no heat on any night, especially a

> cold one when I really had to be there at 2AM, to

> call HD, have them open the store to get a circ,

> and have them send a man to replace it......no

> refund and no longer a customer. We simply won't

> put up with that attitude from our clients.

>

> _A

> HREF="http://www.heatinghelp.com/getListed.cfm?id=

> 248&Step=30"_To Learn More About This

> Professional, Click Here to Visit Their Ad in

> "Find A Professional"_/A_

Pat Clark

Complaints

Here is how we handled material pricing complaints before we went to flat rate. If the customer complained that our price was too high for parts. I would allow them to replace that part with an exact duplicate that they would have to go get and bring to my shop. At that time I would refund them the cost I charged for that part and it would also negate any warranty on the part as it is now a customer supplied part. This made them happy and they actually thought that the few dollars they saved while running around town to get the part was worth it. A couple of them found out the value of the warranty the hard way. One guy I remember kept bringing the wrong brand (3 times before he got it right) but was still happy that he saved a couple of dollars.

Pat

eleft(retired)_5

RE: Complaints

Pat,

The last guy mentioned in your post?, I know it has to be my brother in law!

LOL,

al

hr

I ask them

how much they feel they were overcharged, then write em a check for that amount.

Some companies issue credit certificates, or dinner tickets, etc.

Doesn't happen often if you properly sold the job. Certainly explain the method you used to arrive at the price, and ask if they were 100% satisfied. (if fix what they feel they were shortewd and collect)

Some folks would argue if you charged them 15 bucks. Not unlike the Chuck Shaw post regarding his neighbor recently!

It's usually an absurdly low number to refund, and not worth the hassle factor

hot rod

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jeff_25

remeber somepeople bit** if you hung them with a new rope

Mad Dog

The classy thing to do no doubt....but

How would you deal with that HO next time...get EVERTYHING in writing? or better yet would you bother with them anymore? Mad Dog

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hr

It resolves one of two ways

either they move on to the next plumber. Or they see the light and realize the value of a contractor that shows up on time, returns phone calls, and bends over backwards to please the customer.

Most often, although I've probably only refunded less than a dozen tomes in 16 years, they turn into a customer for life and tell their friends about the experience. All it takes is honesty

Try it, it works on all but the carrer "con" folks, we have found.

This was the case with a big property management company that still employees my former company. He objected to a bill, came to the shop and went over our pricing breakdown and cost of business, and has been a loyal customer since.

Maybe even raised his own prices after the "seminar" my wife gave him. He does a lot of the Hollywood folks property management. Usually a well paid client

We, as in Julie our former dispatcher, always did folow up calls within a few days. A good way to get feedback from your valued customers, and fill in slow times for the CSR's.



hot rod

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jim lockard

Seminar HR

A private seminar with "Barebones" the boy never stood a chance. LOL.

Robert O'Connor_7

Ungreatfull

Just returned from a plumbing repair. Had to redo a cast closet bend and flange. Also repaired a hot water line in the boiler room, charged $670.00. (10 family apt bldg.). The owner had a fit, then proceeded to tell me another guy was there before me, and wanted to charge $4300.00 (he was gonna make a job out of replacing old F&W stack fitting)(But that was a big job!) Am I nuts ? or didn't I just saved the owner $3630.00. The owner was upset cause i did it real fast (tried to do a per hour thing on me)I'm Flat Rate and I told them the price before i started and they were happy as clams...... I guess i should try doing one of those Viessmans, You guys seem to be happier dealing with people that don't mind paying more for talent.. boc

Glen

It's like selling Oats.

Number 1 oats, cleaned and sorted would always be more expensive than the oats that have run through the horse once.
While we try to price all work fairly - complaints (or surprise) are inevitable. Like Hot rod - we've refunded cash - in hindsight - it was the right thing to do - and we'll do it again.

DaveGateway

I love it when you shoot em' a price on the repair & they think it's high & halfway thru the repair they say "I did'nt think it was so involved" .Sometimes it goes quick{good for us}sometimes it takes longer than expected {good for them cause i stuck to the price}some people realize that it took longer & appriecate it {maybe a tip or become a long term customer or a referal}As for parts coming off my truck yes they are marked up,but I have it right now at your house thats ,that{sort of like the coffee truck I dont think he pays a dollar or so for a cup of coffee but he's in business}I dont think I'll ever go down the 'refunding money route' there are alot of customers out there cant please em' all