Our sump pump stopped ejecting and we called R&B plumbing for an emergency service. After taking the pump out and confirming that the switch and impeller still work the R&B technician decided to test it by putting in a bucket of water, in the middle of the laundry room. Sure enough we had water all over the ceiling, walls, electrical panel, laundry machines. At this point the R&B technician informed me that ejector pump was not working and that we would need a new one. I received a quote for the pump a few days later – and after confirming the price for the pump online – I agreed to the work. 2 weeks later the R&B technician returned and as he was preparing to install the pump my father in law looked at the box and told him it was the wrong pump. The R&B technician then drove down the hill and picked up the right pump (in stock the entire time) and installed it. The new pump did not work either and then it occurred to the R&B technician that the outlet might be clogged. After clearing the outlet I received a bill of $1,645.04 – to install a pump that we never needed in the first place. On reviewing the bill I noticed that pump was listed $927.44 – but checking the supplier I saw that the actual price that R&B paid was $475.12. When I pointed this error out to R&B plumbing on the phone – she at first told me that the doubling in cost for the pump was for a ‘special’ R&B warranty – although the only warranty on the pump is the one provided manufacturer. After pointing out the facts to Sally again she provided me with a $135.68 ‘good will’ credit towards the pump - that I did not need and that they doubled the price on. I took the time today to go down to the R&B office to provide an opportunity for R&B plumbing to do the right thing and simply charge me the cost of the pump with a customary industry standard 20% markup - which curiously, was the mark-up that was on the original pump I had approved. But they refused saying that the 200% mark-up is entirely justified. What made it worse for me is when I pressed on the fact that their technician had ordered the wrong pump – S informed me that it was the supplier who got it wrong. But of course the pump model is listed on the quote they provided me – so again, just untrue. Disappointing all around.
- Approximate cost of services:
- $1,500.00
- What could this company do to improve their services?
- Any advice to offer fellow homeowners facing a similar project?
- Company Response
Hello Mr. Hirst, Again, thank-you for your feedback on this and all the sites you've posted it to. I understand you are concerned both from the point of view of the perceived lack of need for the part, and as well, the perceived mark-up before discounts that were given. Please know that R&B will do a full review of the service and confirm that the price you paid was not in excess of the retail price for the part. R&B will use your experience for training purposes in effort to not only resolve this issue, but to create and maintain good policies going forward.