Should I pay for a poor service?

scottyrunrun · 27 March 2019 at 7:24PM

Hello,

Before Christmas, I called a plumbing firm to visit my empty rental property to inspect a leaking pipe, I asked for them to quote and possibly repair any issues (it was causing overflow outside). They then visited, didn't contact me with a quote and subsequently, re-visted and repaired the issue, gaining keys through the estate agents stating I had given permission (which I hadn't). They then sent me an invoice for the initial visit and the work carried out.

It was my initial understanding that the initial visit would be a quotation and therefore not charged (this wasn't emergency work and I stated I was after a quote). Lastly, my estate agent highlighted the time the serviceman was at my property, and the company are billing me for an additional hour as they have the drivers vehicle tracking information, yet he wasn't actually in the property conducting work for the full time they claim.

Should I refuse to pay entirely, request to only pay a proportion or just cut my loses and pay up to end the argument?

Any advice would be appreciated.

Scottyrunrun.

bris · 27 March 2019 at 7:53PM

Put your issues to them and renegotiate.

Your estate agent is equally to blame though as they should have confirmed with you before handing over keys.

stragglebod · 27 March 2019 at 7:58PM

scottyrunrun wrote: »

... I asked for them to quote and possibly repair any issues (it was causing overflow outside) ....

You asked them to repair any issues, so they did.

There's also a good chance they charge by the hour not by the minute, so 3 hours 1 minute might cost the same as 4 hours. And they probably would factor their time getting to you too.
If they're charging a reasonable amount for the work I'd pay it.

And take more care next time you want a trade to quote. Follow up with an email/text messaging specifying exactly what you're asking them to do.

scottyrunrun · 27 March 2019 at 8:07PM

Bris - Agreed. Unfortunately the plumber contacted the Estate agent (i'd given their number for original access), the plumber then contacted the agent again to carry out the work stating he had gained direct permission from me, which he hadn't. It clouds the situation somewhat.

stragglebod - I asked them only to quote and potentially conduct work, but I see your point. The hourly rate point is fair, and I suppose there is additional time not factored in to just being on site (collecting supplies etc).