Had a to call them out when my boiler failed on New Year's eve day...called in the morning and was told plumber would come out when he was done his first job. Was told labor rate on holiday was $220/hr for first hour plus $110/hr thereafter. Plumber spent 1 hour, diagnosed problem, billed me $220 PLUS a $140 CALLOUT fee...when I questioned the callout fee he said, "call head office". 3 days later, new plumber arrives with replacement part and a spare. He installs the part, breaks it, so he uses the spare up. Tells me it was not his problem that the part broke and that I would have to get it replaced myself. I said his job was to repair my boiler and leave me with a spare part. I told him he failed to leave me a working spare. I get a bill from him for $110 for one hour labor PLUS a $70 callout fee plus I paid for 2 parts although I only have one. I then questioned the callout fee...he said call the office. I spoke with Scott at Lilllie Family plumbing office and asked why I had to pay a $70 callout fee for scheduled work. He said, "our guy needs time to get the parts"..I said, I paid $110 for 15 minutes of work...the parts store is a 5 minute detour on the way to my house...surely it could have been included in the 1 hour. He said the GPS in the truck showed the plumber was at my house for nearly the full hour....I said, "your plumber told me his breaking the part was my problem so I went out and replaced the part myself. In the 19 minutes it took me to go from my house, replace the part and return, I found the plumber texting on his phone in front of my house while I was out replacing the part he broke so he could run up the billing on the repair. If these guys were honest, reputable and had one ounce of integrity, they would have billed me 1 hour for the last day of work...15 minutes to install part, allow 15 minutes of travel time from previous job and and 20 minutes to get the part..not $180. Additionally, when Lillie supplies parts, the cost is 20% higher than you can buy yourself as a retail buyer at a plumbing store...Lillie made an additional $56 on inflating the price of the parts they installed (you would think that markup would over travel time) notwithstanding they broke one of the parts and washed their hands of it. I have 3 calls in to Scott at Lillie Family plumbing and heating...all I get is, I need to look into it, I will call you back. Take your business elsewhere people.
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