I was referred to this company from my condo building manager. Upon calling them up, I was informed that they could have a guy come out that day which clearly was very prompt service. I actually had 2 separate toilet issues at both my condo and my house and although I was told that there was a 1.5hr minimum, both would be treated as one job which would obviously include any travel time between the two locations.
I was in contact with the plumber earlier in the morning and he called me when he was arriving at my condo and I went over and met him. He diagnosed the issue and had to go pick up a part and I went back home to wait for him. He arrived awhile later and was able to fix my toilet as well.
Upon completion, he informed me that I would be charged 3 hours (11:30-2:30) even though he arrived at my condo at exactly noon as they need to charge travel time (he was coming across from the other side of downtown which would have been 5-10 mins max). Although I was not informed of this initially, I was fine with it. Once I received a bill by email the next day, i was in fact charged 3.5 hrs. I emailed them back stating that he started at exactly noon and was done around 2:35pm, thus it should be 3 hrs max. I was then told that there is a 1.5hr min for each job and that they are treated separately which is the exact opposite of what I was told when booking. I emailed them back stating this and a week later I have yet to hear anything. I realize that the issue is only 30 mins ($50) which I clearly don't care about from a monetary perspective... it is more the principle of it that service companies can charge whatever they want with no recourse. As a result of lack of a response from Daystar, I would not use them again, nor would I recommend them to anyone else.
I will note though that the service guy (Roge) seemed like a good guy and was very personable and thus, I have nothing against him.
Note - Approximately two weeks after they last made contact with me I received a letter with a cheque enclosed for $100 and apologizing for the miscommunication which was more than expected and much appreciated. As a result, I have revised the rating of my experience
- Company Response
I went over your file and found that a cheque had been made May 31st in the amount of $105 to compensate for the communication error, we had been experiencing a busy time and this minor issue was not relayed properly. This cheque was cashed on June 17, and today is the 27th.
We work hard to ensure our customers are content and have no issue owning up to errors.