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| - Unfortunately I had an unpleasant overall first experience with The Sunny Plumber, which will be my first and last. When I called to book my appointment, the employee on the phone was very helpful, friendly and provided great customer service. Absolutely no issues with them at all. She explained the process step by step: there would be a $79.99 trip charge and then once the work is quoted and if work is performed that fee is waived, also I would receive two courtesy calls: one when my job was next in the queue and one when the technician was dispatched and on their way. They also suggested that I ask my technician how to save 20% on my services (sounded great at first, let alone did I know this was a membership service which I will get to later in the review).
The day of my appointment arrives, and I only received a single call stating the technician was on their way. Never received the "next in queue" call as I was told to expect, but not a huge deal; stuff happens. The technician arrived and was very courteous, polite and knowledgeable. Again, no issues with them at all. I won't divulge the pricing details, but the quote was extremely higher than I felt it should have for what we were asking for. After I picked my jaw back up off the floor, I told the technician that their pricing would not work for us. He explained that if we paid $280 for a yearly membership (which includes service from their sister company, Goettl Air), he could lower the price down roughly the same amount as the yearly membership. As much as I would love to pay nearly $300 to save nearly $300, and then overpay for their services even after the warranty discount, we politely declined. I was slightly angered that this was the first time this was mentioned to us in the process. I feel this membership program absolutely needs to be disclosed to customers up front before any appointments are scheduled. The fact that this program is not disclosed clearly up front until the technician is already in your home seems like a very shady business practice to me.
The technician proceeded to call someone to verify the pricing and see if he could do any better, but came back with the same amount. I knew this price was extremely high for the work we needed done, paid the $79.99 trip charge and sent the technician on their way. To their credit, they were very polite throughout the entire process and never pushy. No issues at all with the technician, other than the outrageous quote. Immediately after they left, we proceeded to call around for some pricing estimates. We spoke with three other reputable licensed plumbing companies with great online reviews located in North Phoenix who all quoted us roughly 75% lower than the Sunny Plumber quote. 75%!!! We ended up going with the first company we called who came out the next day and completed the work well within the estimate window without any sort of trip charge or surprise up-charge warranty program offerings.
I may not understand or be the best customer for their business model, but I don't know many folks that do either after speaking with a few about the situation. Well-off Scottsdale peeps that don't need to shop around maybe?
Thanks for the $79.99 sunglasses (which are actually very nice and not cheap sunglasses BTW). We just wish we had a better story to share when people ask us about them.
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