Bit confused - been charged call-out fee for company that advertise no call-out fee?

kerrymay

Hi everyone,

Just after some advice pls. Had to call out plumber two weeks ago because we thought there was a problem with the pipes in our bathroom - could smell a funny smell in the bathroom and the shower was draining very slowly in utility. A plumber came, had a good look at everything and then said there were no major problems - we could sort it out ourselves by getting some good quality stuff to unblock all the drains. He was round for about 20 mins - he did have a good look at everything for us but he didn't do any work. Then he went on his way. We followed his advice and it seems to have worked so far too be fair.

Then today a bill has been put through the door for £54 call-out fee - but the website for the company we called says they don't charge a call-out fee. Should I pay it? He did resolve the issue with advice so I feel a bit guilty not paying it but then what's the point of advertising no call-out fee if they then bill you for one? Or should you have to pay for advice if that advice has solved the problem (although we've been away for a week so shower etc not used a lot since we poured liquid down it - could have problem again in a week or so time for all I know!)

Just wondering what everyone else would do if given this bill?

Thanks for advice x

System

could you pm the website address?
Sometimes the call out fee is waived if there is a job to do (but applied if there is no reason for the call out) - it depends on the small print of the advert

robert2011

you said the website says (verbal) or is it stated in writing that they do not charge a call out fee ?
Some people just say anything to get work these days ! you must always have everything in writing or in print in your favour or WATCH OUT !

kerrymay

robert2011 wrote: »

you said the website says (verbal) or is it stated in writing that they do not charge a call out fee ?
Some people just say anything to get work these days ! you must always have everything in writing or in print in your favour or WATCH OUT !

It is printed on the website under 'Services Summary' that there is No Call Out Charge?

He didn't say that there would be a bill put through the door in a fortnight when he left - just said he hoped it worked!

kerrymay

the_r_sole wrote: »

could you pm the website address?
Sometimes the call out fee is waived if there is a job to do (but applied if there is no reason for the call out) - it depends on the small print of the advert

Have pmd it to you - thanks. I got their number from their website by googling for plumbers local to my area.

System

website wrote:

Services Summary
Free Estimates
No Call Out Charge
Fully Insured
All Work Guaranteed
Tilers/Electricians
All General Plumbing Works
Servicing/Repairs/Breakdown
Landlord Certificates
Gas Safety Checks
Upgrades
Gas Safe Registered
ACS Trained

I would definitely query it with them, they claim to offer free estimates and no call out charge, their website is seriously lacking any t&c's - ask them to explain the invoice

nomoneytoday

Maybe no call out charge, but 20 mins labour on site?

System

nomoneytoday wrote: »

Maybe no call out charge, but 20 mins labour on site?

yeah, that's exactly why they should query it, op suggests the invoice says 54 quid for call out charge, which isn't the same as 20 mins labour

kerrymay

thanks I will query it - invoice says 'call out', no mention of any labour. He flushed the toilet a few times to check it flushed OK ad ran the shower for a while, then just talked to me for the rest of the time about the stuff you buy to unblock the drains and suggested I ran the shower in the bathroom at least twice a week so it doesn't dry out (said that might be where smell came from as I told him the one in utility is used a lot but the one in bathroom not so much). I wouldn't call anything he did 'labour' although we used up some of his time obviously.

keystone

kerrymay wrote: »

I wouldn't call anything he did 'labour' although we used up some of his time obviously.

Time is money = labour so he did incur a labour cost in his visit. However, if the website says "no call out fees" and you got an invoice saying "call out fee" then you should definitely query it.

Cheers

ROY47

contact them about the call out fee
they'll probably reword it to something like 20 minutes of advice given