Brian Wear Plumbing

I have never had a worse customer service experience than the incredibly rude woman we spoke to at the front desk after the tech came out to our house, didn't perform any service, and tried to charge us. I'm assuming it was Brian's wife, who was rude at the front desk by the way Brian responded. He said: "I suggest you find someone willing to work for free, good luck." No service was performed, Brian. Not sure what we are paying for. I'm sure Brian is going to respond to this review as he has for other bad reviews saying things like "well you're a liar" or "we do good work, just look at our other reviews." Don't listen to them. Pretty sure they are deleting reviews. What happened: We called to schedule an appointment for someone to come out and diagnose our toilet and shower leak so we could give the diagnosis to our home warranty company. Our home warranty requires that we send them the diagnosis before beginning work or they won't reimburse us. I specifically stated that all I needed was a diagnosis of the issue by a licensed individual so that I could take that information to my home warranty company to see if they would cover any work that may be required.  We were told the diagnosis would cost $80. The tech came out on March 22nd and said he WOULD have been able to diagnose the issue for the $80 if we had the toilet removed and had cut a hole in the ceiling before he arrived. They didnt inform us of that when we booked and it would now be close to $400 for the diagnosis to cut the drywall and move the toilet. They also couldnt just take the toilet off, they had to fix it that day which we didnt want because of the Home Warranty. He left without doing anything. We called seeing if they could come out after we removed the toilet and cut the hole and they said it would be another $80, even though nothing was done the first time. $160 total isn't the problem, and we would have used them for the service after the home warranty approved it. We also would have paid 2 service fees if needed....if they had responded kindly when we called. The problem is the manager of the front desk accused us of scamming them and said she was tired of dealing with us. It had been 2 days since the tech came out and we hadn't ever talked to her, she had just heard we called in. She then became angry that we gave their number to the home warranty company, which we didn't. The home warranty company must have found them on google. This all could have been avoided if they would have just told us how much it was to get a diagnosis upfront and kept level headed when we asked what the next steps were. She could have pleasantly said no to the tech coming back out for the orginal fee, but she chose to be incredibly rude. I understand losing us as customers is a small loss, but in Columbia, word of mouth is everything to a small business like yours.