The work performed is 5-star. The business aspect pulls off 3 stars.
Called for an appointment and the receptionist says she will have a dispatcher call to schedule. Receptionist states that labor is $125.00 for the first hour. Dispatcher called and left a voicemail on my work phone for me to call her back. Before I could do that, the plumber calls and says they are on their way and for me to meet them at my residence. Some might think "great!" It just hit me a bit strange that no arrangements were made up front. Two men showed up for the job. I showed them the leak in the crawlspace under the house. They put down plastic sheeting to protect my floors and proceed to perform the repair. I verbally note the start time and the one guy confirms that. As they are working I ask to verify that it is $125 for the first hour. He says yes. I ask if there is a one-hour minimum, he says yes. I ask is that $125 for the job or per worker? He says it is per worker.
The job is completed in 35 minutes. I get the $250 payment together while they are cleaning up. He is writing up the details on an IPad. He says the amount due per his IPad is $375!
Then he asks to confirm I was told the labor fee was in fact $125.00. He says no problem; he will change the amount due to $250. Then he asks me to sign twice. I ask why twice? He says it is due to conversion from paperwork to electronic format (IPad). Payment is made and they leave.
It later turns out the first signature was to authorize the start of the work. (Even though he wrote all this up after the job was finished). The second signature confirms that the work was done to my satisfaction. Two invoices were emailed to me within the hour by Kenz.
Here are my concerns:
1. No call was made by the customer (me) to confirm an established time or window with the dispatcher. I fact I never spoke with the dispatcher.
2. Why was I quoted $125 per hour then they send two men which is now really $250 per hour?
3. Why was his IPad balance showing the amount due at $375? Where did $375 come from?
4. When the total was questioned by the customer, the employee simply and instantly changes it? This now makes me wonder about the $250 for a 35 minute job.
5. I was supposed to sign the authorization to proceed with the work BEFORE the job was started. (This would be an estimate) Instead, this was signed after the work was completed and signed on his IPad. (Since they started immediately with no estimate or paperwork)
6. No receipt was given for the cash payment. The workers have both my cash and signature. I have no proof of payment other than his form on the IPad. (This is HIS proof). I had to trust he would email me the receipt.
7. If I would have been quoted the actual labor rate of $250, I would have shopped for another plumber.
8. Why were two men send to the job when I never spoke with the dispatcher? (Only the receptionist). Who determines how many men are required?
9. The invoice shows no documented in and out time on the job, only 2 hours labor even though the job was only 35 minutes.
10. There is no documentation of who the second worker was. Was he a helper? Was he an apprentice? Was he a fully licensed plumber? The labor rates differ depending on who that second person is.
11. Since we were charged a full $125 per hour per employee, this would imply he was a full plumber. But that is not broken down or listed on the invoice.
12. The invoice does not state the labor rates or that the labor is a minimum of one hour.
13. In any business that deals with the public, if they tell you one thing, then charge you for something else, what would YOU call that?
I called Kenz two days after the repair to inquire about their labor rates. I was transferred to someone higher up. It took a fair bit of effort to get a straight answer. The company kept asking for the invoice, but I wanted general information, not to lodge a complaint or get special treatment. They insisted they were an honorable company with many 5-star reviews. Why defend your reputation when asked about standard business practices, a written contract for work beforehand, and labor rates? read more
