While the technician who came out to do a MINOR repair under our kitchen sink was professional, the owner and company itself is horrible. I called to have a leak under our sink repaired and they sent out a technician the following morning. Within five minutes, he discovered the issue was a cracked T connection. They did not have a replacement part on hand, so they had to run back into town to get the part. When he returned about forty minutes later (we live about fifteen minutes from town), it took him less than fifteen minutes to replace the part. I asked him before he left if they do estimates as we had a new tub that needed to be plumbed. He said they did and then spent the next half hour to forty minutes looking at what needed to be done and taking pictures on his cell phone for the boss to look at. He took no measurements. When he left, he said the invoice for the job and the estimate would be mailed to me within a few days. A couple of days later, I receive a bill for $230 broken down by their $110 hourly rate and $10 for the part. On the invoice, it states that hourly rate included the time it took to look at what needed to be done under the tub but no estimate was provided. When I called the office to ask about it, I was told they charge their hourly rate from when they leave the office to when the job is completed (this was not mentioned when I inquired about an estimate). I said that was fine, but I was being charged around $55 for an estimate I never received and wasn't happy paying that much for services they didn't perform. Two days later, the owner called me and said he did the best he could for me and that modular homes are hard to work with. He refused to give me the total for the estimate over the phone, saying he couldn't remember it offhand, and that it had been mailed out to me. Later in the week, I opened an estimate for $1540 with NO break down of parts, materials or labor costs - just a vague to-do list for the job and the total amount with portions highlighted for me to sign on the contract. When my husband called to figure out why there was no break down of anything, the owner became rude with him and said he couldn't break it down any more simply than he already had and that it was just a best guess since he didn't know what materials he would actually need or had any measurements to work with - but he did know he would be charging us $110/hr! When my husband pressed for a more detailed estimate since we were being charged over $50 for it, the owner hung up on him.
I have NO CLUE how such an unprofessional company can stay in business in a small town like Smithfield. I can swallow being charged for them to have to drive back into town to pick up a part but it is really upsetting to be billed so much for a completely worthless estimate and then to be treated like we are being unreasonable about the situation.
Bottom line: the leak under my sink is fixed but we will never be using this company again.
