I conveyed to Jeremiah that the charge seemed extremely high, to which he replied that Sutton Bros is not a "rinky dink operation" and that professional plumbers charge these types of rates for similar jobs. Again, I truly believe that Jeremiah was simply doing his job and using the talking points provided to him by his superiors. He personally was extremely nice and professional, but I believe that the company attempted to take advantage of us. I had an appointment at 6:30pm that I was late to, we were charged $90 for a service charge, and nothing was accomplished on our shower system. I ended up calling another plumbing company who came within three days (on time). The technician for this company said, "Oh we have a Delta valve in the van" and completed the job within 45 minutes for $250.
I own a small business myself for which I offer services to clients. I have spent a considerable amount of time contemplating a fair market value for our services, and a value of mine is to be reasonable and accessible to potential clients. I often offer sliding scale rates or cut people slack when they cancel late. I obviously do not charge people when I can't help them.
I spent a couple weeks thinking over how I wanted to respond about this interaction. Since I received several emails requesting a review about my experience, I decided to do just that. We would appreciate our service charge being refunded. Thank you for your time.”
“Abe came and checked our furnace which wasn’t working. He was very thorough and explained everything he found. He was professional, knowledgeable, and very pleasant.”
“Gary, as always, was very professional and knowledgeable. He made the cold and repair a bit more bearable with his humor and personality.
Only concern is need more techs on emergency call with oil furnace expertise.”
“Jeremiah with Sutton Bros was wonderful and very professional. He arrived within 45 mins of calling and was able to unclog our pipe. We will use Sutton Bros again!”
“Very knowledgeable and professional and answered all my question. I am very happy with the service that was provided.”
“Sutton bros were able to come out in a timely manner and repair our furnace. We really appreciate the reliable service and reasonable charges in this cold weather.”
“We had waterline issues due to the cold weather. Cody came in a little earlier than expected and was so kind and curious. He fixed our problem and was very helpful.”
“Woke up with no water and tried what I could with no success. Sutton Bros dispatched someone within an hour and he helped unfreeze the meter within 30 minutes. Overall it made what could have been extremely stressful much less so.”
“He was very knowledgeable and helpfull. For a new house owner who has no clue and just moved 6 days ago . I had an problem
about my air heating, my circuit breaker kept tripping , my house could have been on fire . He saved our lives. The PRO’s are the best ones to call when it comes to your house . I’m so satisfied and happy I called the right company.”
“Great customer service as always. Anthony arrived within the scheduled timeframe . He answered all my questions about the job and completed the replacement of the toilet shut off valve.”