Plumber fixing water tap with leaking water
By Sandra Guile
Better Business Bureau
Service repair industries such as locksmiths, plumbers, appliance repair, and heating/cooling are often on-call types of business, meaning when something breaks, it needs to be fixed – and fixed fast. A typical online search will show multiple ads that appear to be for local businesses, but in reality, some of these ads may connect to a call center in another city or state. These centers will then simply refer you to an independent contractor in your area.
If you connect with one of these call centers, the operator may give a surprisingly low estimate and dispatch a contractor to your home. When the person shows up, they might say the job will cost much more than the estimate you were quoted or insist the job needs to pay in full – with cash. Depending on the severity of the situation, you might be desperate enough to pay regardless of what was agreed to in the first place. BBB can help you avoid a circumstance like this that forces you to make a decision quickly.
Even if the situation is urgent, protect yourself from additional damage by doing a little research first. When calling for estimates, ask for the full, legal name of the business. If you reach a person who will give you only a generic name, consider contacting a different business that will give you more information. Using bbb.org for a quick search using the business name you already have will provide complaints and reviews, both good and bad, for you to consider and make an informed decision.
Another detail to verify when calling about a business is to confirm the physical address shown in the ad. If you can’t find an address for it – especially if the address was shown is only a P.O. Box – ask the person you’re speaking to why there isn’t a physical site available. A legitimate contractor who operates a mobile business or works out of a home office may be able to provide an explanation.
Once you’re satisfied with verifying the address and feel comfortable working with the business, get a verbal estimate of the total cost of your emergency repair. Before accepting any estimate, be specific on the type of work that needs to be done, the damage that needs to be repaired, and conveys a sense of urgency that the repair needs to be completed as soon as possible.
Ask questions if the estimate seems rather inexpensive and confirms the estimate covers all fees and charges. This includes costs for the initial service call, the labor involved, any replacement parts needed, and tools used to complete the repair. There might be a few unexpected fees related to the service call to plan for as well, such as extra mileage, responding to an after hours service call, fuel to power the tools, or charges for extra materials.
Also, confirm the company insures its contractors in cases of accidental damage caused during the repair, and validate that they’re properly licensed through the state.
On the day of the appointment, ask for the serviceman’s identification and business card. Make sure the information on the card matches the company name, address, and phone number on the estimate. BBB recommends payment by check made out to the business – not an individual – or a credit card. Be wary of contractors who insist payment must be in cash or the check is written to them directly.
Regardless of whether or not the situation is an emergency, remember, the problem can be fixed. Make sure it’s fixed correctly by a business you can rely on by using bbb.org.
Sandra Guile is the Community Outreach Specialist for BBB. She promotes BBB’s message of marketplace ethics through public speaking engagements, presentations, media relations, press releases, web content, and other written materials. Contact Sandra at (513) 639-9126 or sguile@cincinnati.bbb.org. Your BBB is located at 1 East 4th Street Suite 600 Cincinnati, Ohio 45202 – to reach the office, call (513) 421-3015.
