I was charged £1,244 for replacing a bathroom sink pop-up mechanism. I was initially told the repair would take no more than one hour, but the visit lasted three hours. During that time, the plumber left the property multiple times to access his vehicle and twice to purchase parts, amounting to an estimated 1 hour off-site. Based on this, the active working time on the repair itself was significantly less than three hours. I paid the invoice at the time to avoid placing the attending plumber in an uncomfortable position, but I subsequently raised concerns about the billing. Over the past two months, I have sent four formal emails and called numerous phone numbers listed on their website, yet I have received no response. I also noticed that the contact numbers displayed on their website appear to change frequently, and different numbers are shown depending on whether the site is accessed via desktop or mobile. This made it extremely difficult to follow up on my complaint and raises concerns about transparency. I respect skilled trades and fair pricing. However, I expect reasonable estimates, clear justification for charges, and basic customer service when concerns are raised. Unfortunately, my experience did not reflect those standards.
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