this is michelle with m cary and daughters plumbing, in our defense ""lucy"" sent us an email stating she needed service done. nowhere in her email did it say that she wanted and estimate. there was no mention of getting an estimate when our office called her to arrange someone to come to her house. there was no discussion of her getting an estimate when the plumber, buddy, called to say he was on his way. there was no mention of them wanting an estimate when we were allowed into the home with tools in hand to start the work, and no mention of an estimate before we pulled the toilet to remove the toy. the only time the mention of an estimate came into play was when the bill was presented after the work was completed. then it was, oh, i appreciate you doing the work, but i only wanted an estimate. now i know i have only been in this business 31 years, but usually when you call a plumber out to your house to preform a SERVICE you expect to have to PAY for that service. not let the plumber preform the service then say, oh i only wanted an estimate. no one ever stated to ""lucy"" that our prices are on our website, because they are NOT. if they were then she would have seen them before she scheduled her service call. we do not quote prices for stoppages for we have no way of knowing what is in the drain or how long it will take. as for poor customer service, well i guess i should have made her pay for the entire service call up front instead of splitting 225 up into 3 payments so that she could afford it. we strive to be as fair, accurate and thorough as we can possibly be and we have not earned the fantastic reputation we have by shooting off attitude. i sincerely hate that ""lucy"" was not happy, but the fault lies with a miscommunication on her part, not poor service on ours.