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Review content:
Wife had to call a plumber while I was out of town and called Arnold & Sons. Charged $231 for 45 minutes to replace a sink strainer. When I called to get a breakdown I was informed they didn't know what it was. Pressing the issue I finally got the service manager Mark to tell me the cost of the strainer then I was able to find the rate was $191 for 45 minutes. They are so ashamed of their rates they won't even tell you when you ask point blank. Will never use this company again. Work was okay, stainer cost too high (has the company logo embossed on the rim) so I guess I paid about $20 for the logo.
RESPONSE FROM Arnold & Sons Plumbing Htg:
Providing in home Plumbing services these days does cost a lot just to get a licensed technician trained, prepared, well stocked and out to provide thorough, professional service.
Our licensed technicians are paid whether they are diagnosing a difficult and technical problem, taking care of what you might consider as an "easy" task, training to become more efficient and professional technicians, stocking their service vehicles, driving to and from the next service opportunity, or discussing a problem with a customer.
That 45min was just in your home, what about the person that answers the phone, what about the dispatcher who controls all the technicians movements from job to job, insuring customers are being notified, times are being met, and schedules are being kept. How about the warehouse manager that orders, stocks, tracks inventory, delivers specialty parts to the technicians in the field so as to minimize wasted tech and customer time. What about the I.T support necessary for the operating software to run the business, What about the time the technicians are stocking their trucks and getting vehicles maintenance and inspected. How about the delivery guy who gets technicians specialty parts run to their site to minimize the time the tech and the customer have to wait. How about the hundreds of tools, cell phones, tablets, wireless plans, email capabilities, uniform expenses and on and on and on.
There are companies that CAN do the same job for less if thats all you are wanting, which is really what most people want until they don't get the good service along with it.. Until they pay $100 for a guy to come fix something and can't get ahold of him to come back out because there is still a problem. How cost effective is that scenario? Or you get a voicemail saying leave a message and we will get back to you...and they never call. If thats what you are looking for then maybe our company isn't for you.
We responded to this call within an hour of of receiving Bill Lovans' "wife's" call to our dispatch center. She stated to the technician that she NEEDED it done because she was having company over that night. The Wife was given multiple options UP FRONT before any work was done. NO SURPRISES, NO HIDDEN FEES EVER. She agreed to one of the options, signed for the work to begin, signed that it was satisfactorily completed, and paid the agreed upon amount. We have yet to hear anything from the person that was present at the time of the service namely the wife.
It should be noted that this man Bill Lovan WASN'T EVEN THERE at the time of service. How can someone have an opinion about professionalism and total experience about a service that was he wasn't even there for? After all the problem WAS solved and still is as far as we know.
That is the rest of the story.
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