Outrageous Over Charging by Plumbing company

AnyJustice

My ex-wife recently engaged a plumber to install a washing machine in her flat and agreed to their terms without paying much attention.  It was a pre-booked appointment so no hint of an emergency.  The work was carried out and took 3hrs.  When she received the invoice from the company it was for £1117.80 which included hourly rates of £235/hr for work done and £810/hr for administration (15mins = £121.50).  She was then expected to pay this before the plumber left.

I have checked average rates for plumbers in London and it says £70- £80.  

I consider this to be exploitation of a 73 yr old vulnerable woman living alone and totally disgraceful.

Incidentally they are called WE FIX 24 LTD not to be confused with We Fix London LTD which have good reviews on Trust Pilot.

Cheslea2010

It's absolutely extortionate but if they presented it to you in black and white before starting the work then you don't have a leg to stand on. It would be a different story if it was charged after the event with no prior knowledge.

Undervalued

Cheslea2010 said:

It's absolutely extortionate but if they presented it to you in black and white before starting the work then you don't have a leg to stand on. It would be a different story if it was charged after the event with no prior knowledge.

^^^^^^^ Sadly I have to agree. 

eskbanker

AnyJustice said:

My ex-wife recently engaged a plumber to install a washing machine in her flat and agreed to their terms without paying much attention.  It was a pre-booked appointment so no hint of an emergency.  The work was carried out and took 3hrs.  When she received the invoice from the company it was for £1117.80 which included hourly rates of £235/hr for work done and £810/hr for administration (15mins = £121.50).

Did the terms include the hourly rates, or was a quote sought, and provided, for a non-emergency job?

user1977

What did the job entail? Did it actually require 3 hours?

Aylesbury_Duck

I know London is pretty much its own economy, but that's an outrageous amount if all that was involved was attaching a cold feed and a waste pipe and plugging it in.

Was any other work needed, e.g. to create new cold feed pipework, dismantle the whole kitchen to create a space for the machine, etc.?  I'm clutching at straws, because the admin fee tells you all you need to know about the company...

Assuming she understood and agreed to the rates beforehand, and that she's now paid, it's going to be a challenge to do anything about it.

Another angle:  Why is she vulnerable?

AnyJustice

user1977 said:

What did the job entail? Did it actually require 3 hours?

Yes it is quite possible that it took that long.  The guy who did the work seems to have done a competent job and may not be in on the extortion.

AnyJustice

Aylesbury_Duck said:

I know London is pretty much its own economy, but that's an outrageous amount if all that was involved was attaching a cold feed and a waste pipe and plugging it in.

Was any other work needed, e.g. to create new cold feed pipework, dismantle the whole kitchen to create a space for the machine, etc.?  I'm clutching at straws, because the admin fee tells you all you need to know about the company...

Assuming she understood and agreed to the rates beforehand, and that she's now paid, it's going to be a challenge to do anything about it.

Another angle:  Why is she vulnerable?

She is a recluse and painfully shy.  She finds any interaction painful and tends to want to get it over with as soon as possible.  However afterwards she can reflect with self-criticism.

Aylesbury_Duck

Understood.  I was "hoping" (not a good word, but you get the drift) that there might have been a more tricky vulnerability involved, one that may have had a bearing on the ability to understand what was being committed to.

sheramber

and agreed to their terms without paying much attention

What were the terms?

Was the cost mentioned or did she agree to the work without a quote?

AnyJustice

sheramber said:

and agreed to their terms without paying much attention

What were the terms?

Was the cost mentioned or did she agree to the work without a quote?

sheramber said:

and agreed to their terms without paying much attention

What were the terms?

Was the cost mentioned or did she agree to the work without a quote?

Hello Mr/MrsThank you for reaching out to us.

We're dedicated to resolving your Plumbing issues promptly and efficiently. Kindly reply to this email with your "FULL NAME" for the following instructions (and accepting our terms) and authorise the immediate start of work.

Service Details: Property Address: <address quoted>l/Start time: 11:05Emergency Call-out Fee: £40Scope of Work: The engineer will investigate the plumbing issue and will attempt to repair it.Hourly Rate ( per hour or part of an hour ): £235Administration Fee: 0.15 of the bill (Decimal)Please note that all charges are subject to VAT.

Service Agreement

This Service Agreement (the "Agreement") is entered into by and between [Customer's Full Name] ("Customer") and " WE FIX 24 LTD '' , and is effective upon confirmation of email acceptance by the Customer.This Agreement constitutes a legally binding contract that outlines the terms and conditions under which the Customer agrees to engage " WE FIX 24 LTD " for the requested services.

1. Service Provider

The services covered under this Agreement will be provided by skilled and experienced professionals, including, but not limited to, gas engineers, heating engineers, drainage engineers, plumbers, electricians or other qualified technicians required for the specific job. All service providers are thoroughly vetted and qualified by " WE FIX 24 LTD "

1.1 Agent Role

" WE FIX 24 LTD " will act as the agent for the engineers and technicians, facilitating the delivery of services and ensuring work is performed to high standards.Principles of Collaboration: " WE FIX 24 LTD " operates as an agent on behalf of the relevant engineer or technician, who serves as the principal entity with whom the Customer engages for this contract. Each engineer or technician operates as a separate legal business entity and assumes full responsibility for the quotations and work provided.

1.2 Job Time

"Job time" begins upon the engineer’s arrival at the Customer’s location and includes the initial inspection of the required work as well as reasonable time for procuring any necessary goods or materials, up to a maximum of two hours (120 minutes). The job concludes when the engineer submits the Plumbing Report to the office, at which point an invoice will be generated and sent to the Customer.

1.3 Stopping the Works

The Customer retains the right to halt work at any time by contacting either the office or the on-site engineer. Upon stopping, time tracking will cease, and the Customer will be invoiced for the time accrued up to that point.

2. Rates and Payment

The rates charged by " WE FIX 24 LTD " are outlined in the confirmation email and are structured as follows:

2.1 Definition of Rates and Charges

The applicable rates will be specified per the job procedure and will be charged as either:Rate(s) (per hour or part thereof) Rate(s) (per half-hour or part thereof) This means that the rate applies to the entire time unit specified, regardless of the exact minutes worked within that unit. Charges are therefore applied based on the agreed time increments.Hourly Rate ExamplesExample 1: If charged per hour, any time from 1 to 59 minutes will incur a full hour’s charge.Example 2: If the job takes 1 hour and 1 minute, two full hours of labor will be charged.Half-Hour Rate ExamplesExample 1: If charged per half-hour, any time from 1 to 30 minutes will incur a full half-hour charge.Example 2: If the job takes 31 minutes, two half-hour increments will be charged.The Customer will be billed in either half-hour or full-hour increments based on the job’s specified procedure.

2.2 Payment Policy

Payment is required upon completion of services, in accordance with the instructions provided on the invoice (unless alternative arrangements have been confirmed by WE FIX 24 LTD ). Accepted payment methods include online banking, card payment, and cash.Payment confirms satisfaction with the service, unless issues were raised during the engineer's attendance. Please note that card payments are subject to a 2% processing fee, which will be added on top of the invoice total.

2.3 Additional Charges

All charges are subject to VAT (Value Added Tax) and an administrative fee.

3. Additional Charges for Materials

Given the immediate nature of our services, customers acknowledge that certain materials may be required to complete the work. Materials essential for the job that do not require customer preference may not be discussed prior to completion. However, items requiring customer choice, such as taps or shower mixers, will involve consultation.An additional charge will apply for any goods and materials necessary to complete the job, as outlined in the agreed procedure. The attending engineer can provide specific details regarding required materials upon request.Note: The use of a jetting machine for drainage unblocking incurs a charge of £100.Materials and parts are typically covered by a manufacturer’s guarantee or warranty..Manufacturers’ warranties typically cover the replacement or repair of faulty goods within a specified period, which is usually 12 months but may vary.

4. Late Payment

In the event of late payment, a daily interest penalty will be applied to the total amount due on the invoice. Legal action may be initiated if payment is not received upon completion of the job and receipt of the invoice.Furthermore, if the matter escalates, " WE FIX 24 LTD " reserves the right to refer the case to Debt Recovery Specialists. In such instances, additional charges of 20% plus VAT of the collected amount will be incurred. This fee will be assessed by the debt collection agency, in addition to the outstanding balance owed to " WE FIX 24 LTD " to facilitate the recovery of any unpaid amounts from the individual who accepts and agrees to the Terms and Conditions of this Agreement.

5. Property Access & Responsibility for Access (5.1)

The Customer hereby authorizes the engineer to access relevant areas of the property as necessary to investigate electrical issues . This access is granted for the purpose of safely isolating, temporarily repairing, or permanently addressing the or identifying any electrical issues

5.1

By agreeing to this confirmation email, the Customer authorizes the engineer to access relevant areas of the property as necessary to safely isolate, temporarily repair, or permanently address or identify any electrical issues . The Customer acknowledges that the engineer is not responsible for conducting remedial work on any damage incurred while gaining access to these areas.

6. Liable Payee

The liable payee is defined as the individual who requests the services of " WE FIX 24 LTD " and accepts this contractual agreement. Payment is due upon completion of the work and receipt of the invoice issued by " WE FIX 24 LTD " Accepted payment methods include cash, bank transfer, or credit/debit card. In unforeseen circumstances where the liable payee cannot be reached, any occupants of the property are authorized to make payment on their behalf.

6.1 Liable Payee Explained

Whether you are a tenant, letting agency, or landlord, the individual who accepts this contract is legally bound as the liable payee. Unless you explicitly state at the time of entering into the contract that you are acting on behalf of a third party, you will be responsible for making payment to us for the services and goods rendered in accordance with this clause.

6.2 Non-Refundable Payments

All payments made by the Customer to " WE FIX 24 LTD " are non-refundable. Once a payment is made, it shall not be eligible for refund under any circumstances. By accepting these terms and conditions, the Customer acknowledges and agrees to the non-refundable nature of all payments.

6.3 Payment Collection

The engineer assigned to perform the job is authorized to collect payments on behalf of " WE FIX 24 LTD " Customers are required to make payment to the engineer upon completion of the service, as per the terms outlined in this Agreement.

7. Complaints

Any complaints, disputes, or unforeseen incidents regarding the job must be reported to " WE FIX 24 LTD " while the engineer is still on site. Failure to do so may nullify any subsequent complaints. We do not communicate with third parties regarding any aspect of a job. No third party may enforce any provisions of this Agreement under the Contracts (Rights of Third Parties) Act 1999.

7.1 Complaints Regarding the Job

If you encounter a persistent electrical issue related to the work carried out by an engineer we connected you with, it is imperative that you promptly contact us to inform us of the situation. This allows us to address your complaint and potentially rectify the issue by sending the same or a new engineer to make the necessary corrections.Please refrain from engaging another company to make rectifications without informing us of any ongoing issues. We require adequate time to validate and address these concerns to ensure the most effective resolution. Failure to notify us may render any subsequent complaint null and void.

7.2 Communication

This company will only communicate with the liable payee concerning a job and will not engage with third parties regarding any aspect of the service. Once the customer agrees to these terms and conditions, any language barriers will not impede the execution of this agreement.Failure to comply may result in any subsequent complaint being rendered null and void.

8. Cooling Off Period

As this is an emergency/immediate service where our quotation, your acceptance, and the service are intended to be completed promptly upon the first visit (unless specific goods and/or other materials need to be ordered, resulting in additional visit(s)), by accepting this email, you acknowledge and understand that this contract pertains to a situation where your right to a cooling-off period or 14-day cancellation period is deemed inappropriate and is hereby waived.

8.1 Terms and Conditions

Each clause of these Terms and Conditions operates independently. If any court or relevant authority deems any clause unlawful or unenforceable, the remaining clauses will continue in full force and effect.

9. Guarantee of the Work

Due to the unique nature of emergency/immediate services, providing a guarantee for work performed may not always be feasible. The applicability of any guarantee is subject to the specific circumstances of each job and is at the sole discretion of " WE FIX 24 LTD "Please note that due to the nature of certain works or repairs, such as drain blockages, we are unable to provide any sort of guarantee. This limitation will be clearly marked on this contract. If you have any questions, please do not hesitate to contact us, and our friendly call center team will be happy to assist you.

10. Governing Law

This agreement is governed by and construed in accordance with the laws of the United Kingdom. Any disputes arising under this agreement are subject to the exclusive jurisdiction of the courts of the United Kingdom. By responding to this email, you acknowledge that you have read, understood, and agreed to the terms and conditions of this contractual agreement.

Authorising works

RSVP to this email include the word “Accepted’ or terminology signifying acceptance within the Subject Line or the body of the email of replyThank you for contacting " WE FIX 24 LTD "! Your Emergency, Handled by Experts – 24/7`

<Carefully designed to avoid any 3rd party complaint or any comeback - not sure if there are any loop holes or any grounds apart from general lack of reason-ability.>