John C. Flood advertises in the Yellow Pages that they will give free estimates. As we have a toilet that is running and some appliances that simply needed to be disengaged so that they could be removed by a scrap metal company. We wanted to simply get a price quote.
However, the plumber that came out quoted that there would be a $159 diagnosis fee and also the estimates for repairing the toilet ranged from $329 to $479 ($329 for simply repairing it and $479 for getting a new one and installing it). Disengaging a stove, garbage disposal, and dishwasher was to cost $289. I decided these prices were too high for the amount of time it would take to do the work (disengaging appliances is about 2 on a scale of 10). I called the main office to inquire why there would be a $159 "diagnostic fee" when they advertise free estimates plainly in the Yellow Pages (without any fine print outlining any limitations). I was told that free estimates are only when customers are inquiring about NEW equipment and NOT on repairs of OLD equipment. Then that is classic BAIT AND SWITCH. It BAITS the customer to have them come out but SWITCHES the policy by placing a previously-unknown and unmentioned limitation on the free estimate.
I know the company needs to make money and sending a technician out on a call takes up the technician's time and the truck's gas but it is one of the costs of doing business. A service business is in the business of providing service and if the consumer chooses NOT to use their service, the consumer should not be penalized by paying a hefty and unreasonable "diagnostic fee". It seems the company takes the view that any caller asking for someone to come out to their location has the company taking the stance that they are going to get at least $159.
Since I argued it, the company realized they had no legal leg to stand on to enforce the $159 fee and it was not paid. Further, I will make sure that others are aware of this tactic used by this firm.
All it takes for them is to change the ad in the Yellow Pages so that there is a limitation quote on Free Estimates to indicate it is only on NEW equipment installations.
