We were happy with our service person, and the work he performed, but we feel like we were taken advantage of, financially. Our service person was at our home for about two hours, and our bill was over $400 to remove the existing dishwasher and install a new one. No apparent trouble with the install. No special circumstances. That's about $200 an hour for your services. Plus, we weren't able to get a quote until your service person was in our home, at which point we were already liable for a service call fee. Your practice of having your telephone scheduler refuse to even "ballpark" a dishwasher install or quote an hourly service rate is clearly designed to keep potential customers from comparison shopping and making the best deal possible. I noticed one of your competitors doing the same thing. Very few businesses can get away with such a lack of transparency these days - but the plumbing industry is apparently immune. Congratulations. You provide a good service - for which you should be fairly compensated. But as your customer, I feel you were overcompensated, and that we were taken across - with something far less than straightforward business practices - and all by design. For these reasons, I would have difficulty recommending you to a friend or coming back to you the next time I need a plumber.
Thank you for having us out to your home recently to install your dishwasher. I'm sorry you felt taken advantage of. I thank you for acknowledging that you were pleased with your job and our technician and that our price is your only issue.
You mention our technician was at your home for two hours. I can tell you that he was at your home for exactly 2.52 hours per our GPS system. You mention not being able to obtain a quote from a dispatcher. Our dispatchers are not technicians. Let alone we have not seen your existing dishwasher , your plumbing or your new dishwasher yet we are to give you a price some how? There are so many different models and features to dishwashers anymore that there is no standard install.
What could be more transparent than a dispatcher telling you we have a $65 service call fee to get our technician and truck to your home. (I will point out that those are $42,000 trucks with $10,000 of tools and inventory on them) Then the technician will quote you a price to install and then start your job immediately if you approve? Mark our technician did give you the $346 price up front once he was able to look at your job and access the job. And you did approve it.
I have had appliance repairs, cable and phone companies and my home generator serviced within the past year at my own home. And all of them are similar in how their pricing is done. A service call or show up fee to come out and repairs are on top of that. At today's fuel prices and the mileage these larger vehicles get it isn't possible to run technicians around giving free estimates on small repairs and installs. Not to mention a mortgage on a building, the dispatchers and support staff it takes to run a business. Most of the public has an unrealistic perception on what it costs to turn the key of a small service business every day. Many costs we have no control of. We price to make a 10 percent profit after all costs are realized. We feel that is fair. We can however control everything about our people and the experience you will have when we are in your home. You mentioned being happy with that and I appreciate your honesty. We drug screen and background check all employees and put them through training for an hour every week to stay up to date on codes and the latest technology. Not to mention periodic training from the Manufacturer's of the products we represent. Most companies don't do this.
Mark also pointed out that you mentioned a leak under the sink. He said he spent some time Filling and draining the sink and tested the dishwasher once complete very thoroughly to see if the leak would present itself. It did not unfortunately but you weren't billed anything in addition for the effort spent.
I hope you have many years of trouble free service with your new dishwasher. Should you have trouble with our install or anything else please contact us. We will be here 24 hours a day 7 days a week.