Volkman Plumbing & Heating

Amber O.

We were having some issues with our fireplace. I felt like cold air was escaping through the vents and making it pretty chilly in the living room, so we gave them a call to have them come and check out; maybe give us a little insight as to what we were doing wrong! My husband and I were out of town so my mother was there with our child. They were punctual and the service technician was knowledgeable and friendly. We came to find out that the wind would be expected due to the position and direction of the fireplace. The tech cleaned out the bottom of the fireplace a bit, and they were there for about an hour.

About a week later I received a bill in the mail for $324. What? Must be a mistake. I read through the details; We were charged for 4 hours of labor, plus a mileage fee. Definitely a mistake. So, I gave them a call. The woman I spoke to was very pleasant and seemed just as confused as I was. I explained to her that the tech was her for 1 hour at the most, and that they also had a job about 12 miles from where we live, so mileage should probably be divided? She proceeded to become not as pleasant toward the end of the conversation. She said she would speak with the service tech and get back to me. I never heard back from them, and received a 'discounted' bill in the mail. They discounted their charge per hour, and cut the mileage charge in half, since I would be splitting it would the other customer. I was still not satisfied I guess. It was unclear to me as to why I was being charged for FOUR hours of labor when the tech was here for ONE hour. I understand that we live about 45 miles from their place of business, so I did come to find that they begin charging from the time they leave the office. But then I am also charged a mileage fee? This may be something you want to let a customer know before they make the trip. The final bill was discounted to $224. When I called back again, still unclear as to what I was being charged for exactly (no repairs were made to my fireplace; my living room is still an ice box), they were EXTREMELY rude, made me feel like an idiot; like I wasn't understanding something. I understood completely. Then they said that they bill was extremely past due and they would not discuss the issue any further. Well, maybe if they could have answered a simple question we wouldn't be this far down the road.

They get paid full service price while driving and also tack on a mileage charge, and are able to charge me for 4 mystical hours that did not happen. It would have made sense if I paid for 1 1/2 hours (driving time) plus the hour they were here. I still wouldn't have liked it, but I would have at least been able to wrap my brain around the ridiculous idea. They charge for the entire day their guys are out; and that's that.

On a lighter note (just incase that tech just so happens to read this), I was told that you were VERY polite and very professional. My mother told me that you even put up with my toddler bothering you the ENTIRE time, and I appreciate it very much. You can come back anytime as a job on the side!