I am currently in a dispute with Kumeu Plumbing ltd. I called them to look at my water pump when it was not functioning.
The company was told that the water pump was not working and that possibly a new pump would be needed.
They came to my house to assess the problem and at first we agreed that they would try to fix the pump as it appeared to be a small problem. In order to fix the problem the service technician returned to the store to pick up a part that they were not carrying in their mobile service van. After that repair did not work then I agreed to install a new pump. The service technician again returned to the store to pick up a pump for installation. The pump was then installed and I was told that it came with a warranty that was currently offered at 4 years instead of the normal 2 years.
When I received the bill from the plumbing company they had charged me their normal service time rate of $90 per hour including the time that they were offsite picking up parts.
I emailed the company saying that I was surprised that they had charged me for the time to pick up the parts as I would have thought these items would be brought to the site on the initial call out. The company discounted an hour from the bill with the explanation that their charges were accurate as recorded by GPS but because I had purchased a new pump they would allow an hour to be discounted.
I then requested the GPS records because I suspected that they had been offsite for more than an hour picking up parts, and I do not believe that I should have to pay for the time they were offsite. I also asked for information about the warranty on the new pump that I had not yet received.
The accounts person became hostile and refused to give me any information about the warranty, repeatedly telling me that until the bill was paid in full they would not send out any warranty documents and that the new pump installed at my house was still the property of the plumbing company. She did send me some partial GPS records but the time offsite had been removed in the records so it was not a full account of the time that was initially charged to me.
The account person has since told me after I've repeatedly requested information about the warranty that she will not waste anymore of her time communicating with me.