The plumbing work **** ****** performed was actually pretty good, however the customer service provided by **** and his manager ***** **** was not. I paid $105 to Bolton in "diagnosis" fees 2 days before this plumbing work and I would think that was the purpose of the diagnosis and the results would have determined what needed to be done and the level of effort. I asked for a quote on the cost, and he said it would come in at $750 for the plumbing work for the "entire job" parts and labor. My wife had no idea until **** came and asked for her credit card and she was not provided a receipt, even though she asked for one. He said it would be emailed to us. It took multiple requests over several days before I finally got a receipt and when I saw the invoice and amount charged on our credit card I was surprised at the total invoice in the amount of $1173.34, a 56% increase ($423) above what we had been quoted, with no explanation. I called and asked **** for an explanation but he would not provide one, said I needed to talk to ***** ****, the service manager. I asked him multiple times, and then he referred me to ***** ****, and it took five days before he finally got back to me with an explanation. ***** stated "I looked over the invoice and spoke with **** and there was some work that was above standard. They had to run new water lines to facilitate the install which required an additional man and material to get it done. With that being said I do feel like the charges are in line with the work performed. " I felt strongly that I should have been entitled to a full refund of the $423. ***** did refund $110, but I still feel strongly that the increased level of effort and cost should have been discussed during the "diagnosis" phase which we paid $105 for, and discussed with me and my wife on site, and the charges explained. This is why I believe that a full refund of the remaining overcharge of $413 is still appropriate. We have been Bolton customers for over 25 years and we have never been dissatisfied as we have with this incident. **** ****
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The plumbing work Eric Grimes performed was actually pretty good, however the customer service provided by Eric and his manager Brian Wood was not. I paid $105 to Bolton in “diagnosis” fees 2 days before this plumbing work and I would think that was the purpose of the diagnosis and the results would have determined what needed to be done and the level of effort. I asked for a quote on the cost, and he said it would come in at $750 for the plumbing work for the "entire job" parts and labor. My wife had no idea until Eric came and asked for her credit card and she was not provided a receipt, even though she asked for one. He said it would be emailed to us. It took multiple requests over several days before I finally got a receipt and when I saw the invoice and amount charged on our credit card I was surprised at the total invoice in the amount of $1173.34, a 56% increase ($423) above what we had been quoted, with no explanation. I called and asked Eric for an explanation but he would not provide one, said I needed to talk to Brian Wood, the service manager. I asked him multiple times, and then he referred me to Brian Wood, and it took five days before he finally got back to me with an explanation. Brian stated "I looked over the invoice and spoke with Eric and there was some work that was above standard. They had to run new water lines to facilitate the install which required an additional man and material to get it done. With that being said I do feel like the charges are in line with the work performed. " I felt strongly that I should have been entitled to a full refund of the $423. Brian did refund $110, but I still feel strongly that the increased level of effort and cost should have been discussed during the "diagnosis" phase which we paid $105 for, and discussed with me and my wife on site, and the charges explained. This is why I believe that a full refund of the remaining overcharge of $413 is still appropriate. We have been Bolton customers for over 25 years and we have never been dissatisfied as we have with this incident. BIll Wade
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The plumbing work Eric Grimes performed was actually pretty good, however the customer service provided by Eric and his manager Brian Wood was not. I paid $105 to Bolton in “diagnosis” fees 2 days before this plumbing work and I would think that was the purpose of the diagnosis and the results would have determined what needed to be done and the level of effort. I asked for a quote on the cost, and he said it would come in at $750 for the plumbing work for the "entire job" parts and labor. My wife had no idea until Eric came and asked for her credit card and she was not provided a receipt, even though she asked for one. He said it would be emailed to us. It took multiple requests over several days before I finally got a receipt and when I saw the invoice and amount charged on our credit card I was surprised at the total invoice in the amount of $1173.34, a 56% increase ($423) above what we had been quoted, with no explanation. I called and asked Eric for an explanation but he would not provide one, said I needed to talk to Brian Wood, the service manager. I asked him multiple times, and then he referred me to Brian Wood, and it took five days before you finally got back to me with an explanation. Brian stated "I looked over the invoice and spoke with Eric and there was some work that was above standard. They had to run new water lines to facilitate the install which required an additional man and material to get it done. With that being said I do feel like the charges are in line with the work performed. " I felt strongly that I should have been entitled to a full refund of the $423. Brian did refund $110, but I still feel strongly that the increased level of effort and cost should have been discussed during the "diagnosis" phase which we paid $105 for, and discussed with me and my wife on site, and the charges explained. This is why I believe that a full refund of the remaining overcharge of $413 is still appropriate. We have been Bolton customers for over 25 years and we have never been dissatisfied as we have with this incident. BIll Wade
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We have used Bolton to help with our indoor plumbing and have enjoyed their high quality of work. So, of course, when it came to an outdoor spigot, we knew we could count on them. Eric G. did a great job of wearing a mask and social distancing at all times, while also discussing our issue, answering questions with great knowledge, and making sure we were satisfied with his service. Thank you, Eric, for coming through for us in these tough times. We hope our masks helped make you feel comfortable as well, and we hope you stay safe and healthy for many years to come!
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Curtis just left our home. He was here for our semi-annual maintenance service. He is always courteous and thorough in his work. He was here for awhile. In fact, my husband and I were wondering if Curtis might have found a problem or two. When he finished, he said our unit was in great shape and that he had spent time taking it apart for a thorough inspection. That was great news!!! Always pleased with Bolton and their employees!
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