Rolf in Cambridge

Phoned Rhynos afternoon Nov. 10 re a blocked septic pipe. The service truck finally came at 5:50 p.m. The operator spent a total of 45 minutes at my house to clear the pipe. Invoice received for $431.25. They charged me the plumbing overtime rate of $135 twice (saying their minimum is 2 hrs). I was not told this when I called, they just mentioned that the after hours charge would be more than regular. I reached out to the Plumbing Manager as I see these charges as excessive. He was intransigent, insisting on the invoice total. This company is impervious to customer complaints and not only charges excessive rates but also unrelated to the actual the time on the job. My advice: DO NOT DEAL WITH THIS COMPANY.

My water heater became defective, still under 2+ years warranty. I told the technician and gave him copies of the evidence. His response: 'the boss has to decide' who said it was out of warranty - without checking my customer file or the manufacturer. I had confirmed the warranty with the manufacturer (John Woods) on the website and by phone, and told the tech to get and install the replacement. I called the office woman with my confirmation, which she disputed. Later the heater was installed 'under warranty', without a word as the office clearly had determined this to be so. Two problems: #1 'the boss' rejected my warranty assertion out of hand. Problem #2, I used Hammonds 'Seniors Discount' policy on labour', before, as I am a senior . I enquired and was told installation labour charges do not qualify. Ethics?, Trustworthy?, Policy Consistency? . Customer care? All that went out of the window when Hammond's family business was sold to a large corporate operation a few years go. The tech did his job, management failed doing theirs.