After calling in the morning of Thursday May 23 to set up a appointment for a dripping Delta Monitor faucet in my shower, we settled on a 2PM appointment time for Wednesday May 28. At 2:10 PM on the 28th, I called to find out what was going on with my appointment. I was told they had no idea when the plumber would be showing up since he was held up on another job since first thing this morning. After a few minutes on the phone, I was told the plumber would be at my house no later than 3 PM. I even called back to make sure the plumber would have the correct cartridge for my faucet since I had provided that information when I set up the appointment on the 23rd. They did not even bother to make that information down to make the appointment go faster on the repair instead of the plumber showing up without the part and having to leave to "run back by the shop to get it". At 2:42, the plumber called and said he was on his was and would have to run by the shop to get the part. I asked how long before he would be at my house. He stated "no more than 30 minutes". At 3:30 PM, the plumber showed up and I was very close to telling him I would find someone else to do the fix but let him in anyway. 20 minutes later I am told that the charge for the repair was $332.xx. I asked how much the cartridge was. He said the their cost for the cartridge was $82... I looked a moment ago and can get it from Amazon for $56-$63 depending on which merchant. So, for me giving up time with my wife and daughters on one of my wife's few days off, I paid over $240 for a service call that I had to call them multiple times to find out where they were for the appointment. When I mentioned this to the ladies at Nacogdoches Sheet Metal, they asked if I was aware of how busy they were. I said it only takes 30 seconds to call someone who is waiting around their house well past the appointment time to let them know. And, be advised, when I asked the plumber about a $240.xx+ charge for 20 minutes worth of work, he stated that I was paying for him as soon as he left the shop. Soooo, I guess I am paying for his time driving to pick up the part that he should have already had in his truck at the beginning if the day since I gave the receptionist the make and model information on the phone almost a week before. and if I am paying for the full amount of time spent from leaving the shop to leaving my house, I should be paying for approximately 1 hour and 5 minutes. Nice to know that their service charge is more per hour than a 10 year A320 captain at American Airlines makes per flight hour and most of that time is the plumber going to pick up parts he should have already had because the customer had provided make and model information almost a week earlier. I have used Nacogdoches sheet Metal and Plumbing exclusively for almost three years since I have bought my house, but no more. There customer service has become severely lacking in recent months and prices have gone through the roof. I am almost paying as much for labor to replace a cartridge in a faucet as I did for them to replace a hot water heater a couple of years ago. I even called back to ask what the hourly rate for a non 24 hour emergency service call is and they refused to answer that question. You can spend you money as you see fit, but my money will not be spent here anymore. My advice is to call around and find someone else. read more
