Complaint Review: O'Grady Plumbing

My water heater went out. O'Grady quoted me $289 to come out and change the thermal coupler which was likely to be the problem, though it was explained that if that didn't do it the next step would be to replace the control module. Their charge is for labor only, as the parts are covered under warranty.

"Brendan" arrived later that day and assessed the situation, ordered the coupler, and said they would be back the next morning to install. But, told me it would be $375 because the water heater was placed in a tight closet, they would have to unhook everything, cut a pipe, drain and remove the water heater. I didn't think it was that tight or unusual, but I agreed to the increased price because I wanted my hot water back.

Next day, "Steve" showed up and in 45 minutes he had drained the water heater, changed the thermal coupler, found it still didn't work so determined we needed to also replace the control module, called to locate that part, and left saying he would be back soon. BUT...While he was away he called to say it would cost me "about $700." I pushed back, asking how $375 turned into $700. Steve was put in the middle so it wasn't his fault, he was courteous and knowledgeable all along the way. He called his boss back and then called me back to say it would instead be $625. I again pushed back, asking for a breakdown of the specific labor increments for how they arrived at that number. He hemmed and hawed and said a bunch of irrelevant things without answering my question. Then he asked what I was willing to pay. (Huge red flag about business practices.) I reluctantly agreed to $475 due to them having to make an extra trip for the extra part (though it was only across town).

Steve returned later and had it completely fixed in 30 minutes. He never had to unhook anything, or cut any pipes, or remove the water heater. I figure even including both parts pickup runs their total labor is about 3.25 hours (1.25 hours in my house and 2.0 hours driving to get parts from suppliers). I am fine with the $475 I paid (though it's not exactly cheap) but what consumers need to know is their shady, slimy business practice of trying to bait and switch by quoting one price to get the job then trying to extract two and a half times that amount once the work has begun -- not even making an attempt to explain how that was allegedly a fair number -- apparently assuming I would pay anything once they started the job. What a sleazy way to run a business. Please don't use them, find a plumbing company with more integrity.