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Home Plumbing Contractors Master Plumbing, Heating, & Cooling Complaints and Resolutions

Master Plumbing, Heating, & Cooling complaints

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3111 1st Avenue SE
Cedar Rapids, IA 52402 | Get Directions

(319) 363-7533

http://www.masterplumbingcr.co...

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Total Amount in Dispute:
$350.00

Total Amount Settled:
$0.00

Complaint Experience

0%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

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Complaint Closing Statistics

1 complaints against Master Plumbing, Heating, & Cooling closed in last 3 years.
Complaints Type of response
0 Making a full refund, as the consumer requested
0 Making a partial refund
0 Agreed to make an adjustment
0 Refusing to make an adjustment
1 Refuse to adjust, relying on terms of agreement
0 Unanswered

1 complaints against Master Plumbing, Heating, & Cooling

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4/19/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $350.00 Amount Settled: $0.00

Customer Complaint

3/21/2022

They came out to install a bathroom faucet and two shut off valves for my grandmother. They were here for two hours and charged her $769.43. I called four other plumbing companies and none of them charge more than $300 for the same work. They took it vantage of a scared old woman who didn't know any better. They made her pay cash and hand wrote a receipt. Completely unethical and unprofessional. I spoke to the manager and he offered to refund the $65 service fee, which means they charge $200 an Hour for labor. The average plumber in Cedar Rapids makes $70. Resolution Sought I would like the business to refund the egregious markup on the material and labor. No other business in the area charges that much and they made her believe the cost was for parts, so she didn't realize she could get a different plumber for less cost.

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Company Response

4/5/2022

We received a frantic call from Loretta on 3/22 at 1:23pm regarding a leaking faucet. She had originally called Valenta but they were unable to come for over a week. We were able to provide same day service for her and had a technician that had become available right at the same time as her call in. Because of the urgency of this for her, we sent our technician immediately. She was informed twice of the service call fee and also that we only accept Cash, Credit or Debit for payment. We have not accepted checks since late 2019. If there was confusion about what the price included we do apologize. All of our pricing is what is called "Flat Rate". That means parts, labor and all materials are included in that single price. Our technician was not misleading her when he explained that the price included the materials because it does. We also do not base our pricing off of any other company. Our pricing is based on industry averages for time & material costs. It is also set in the system so the technicians simply pick what they need and it will populate for them. They do not get to decide what to charge just because they can. We can only assume what was included in the $300 estimates you received over the phone. Our assumption is that is labor only. Since we do not "shop" our competitors, we couldn't begin to guess what they are charging for a comparable faucet and labor to install it. We have not been in business since 1986 behaving like a fly-by-night company taking advantage of customers. Our technician wrote out a receipt because we have been paperless since 2015 and Loretta asked for one since she paid in cash. We received a phone call from Loretta shortly after he left also confirming that we were going to send out an actual receipt as well. That official receipt was mailed the very next day. Our service manager did offer to refund the service call fee as a courtesy to you when you called and your response was that you would speak to your mom and get back to us. He had not heard back from anyone to say that was an acceptable resolution so he did not move forward with any type of refund. If you would like to call and speak to us directly, we would be happy to discuss this further.

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Customer Rebuttal

4/6/2022

I understand you provided same-day service and I also know you couldn't possibly know what I asked other plumbers to quote. I gave them the parts numbers from your invoice, then they got back to me with a price for materials and labor. I'm also not accusing your company, so much as the technician, for what transpired. You all run a good operation and I imagine it would be difficult to admit if one of your employees was wrong. However, 2 things occurred: #1 he wanted to be paid before the job was completed. #2 The separate cost of materials and labor was not explained to her. She was given a total amount and that was all. No one explained to her that the sink wasn't an emergency, but rather, inflated the necessity of getting it done that day. I believe she deserves more than a $65 service fee. That is why I am reaching out on this forum. While your reputation is amazing, there are complaints similar to mine about the costs and people feeling taken advantage of, sadly, I feel like Loretta is one of those people who is elderly and was basically left with the impression the whole house would flood if the sink wasn't fixed that day.

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