“We had an extremely negative experience with Sutton Brothers, although I want to clarify that this review is in no way a reflection on our technician. Jeremiah was professional and courteous and I imagine just trying to make a good living while following company policies. We called to have a shower hardware system replaced, as we had ordered a Delta system and needed it swapped out for our old faucet, shower head, etc.. First, Sutton Bros moved our appointment back a week, which was fine since it had just snowed and we presumed other people had much more urgent needs. The day of our rescheduled appointment, a technician was supposed to arrive between 2-5pm; He arrived at 5:10pm. Jeremiah immediately informed us that we were missing the valve needed to install the shower system (which was true). He then ran a quote for us and ended up quoting us between $1600-1800 to complete the job, which I believe included ordering the valve and installing the system we had already bought. He also said that our toilet would need to be replaced soon (we appreciate that feedback because we didn't know that). Jeremiah also spent time talking us out of using the system we had already purchased and instead purchasing a system from Sutton Bros, which would have further increased the price from the original quote.

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.”