Emergency plumber in Barcelona

What a fair emergency service looks like: quote, surcharges and complaints

Quote before starting

Ask for the quote in writing before hiring.² It must state who provides the service, the service, the cost, the expected date of provision, the date of the quote and whether you accept it or not.²

Also ask how much it costs to cancel. If you do not accept the quote, they can only charge you for drawing it up if they told you so beforehand.² Quoted prices cannot exceed those advertised, and if new items come up during the work that increase the cost, the company must tell you so that you decide.²

Surcharges allowed and not allowed

• The night surcharge can only be charged if the service is provided between 22:00 and 06:00.²
• The public holiday surcharge can only be charged within the 24 hours of the holiday, that is, Sundays and local public holidays, and in general not Saturdays.²
• Night and public holiday surcharges cannot be combined.²
• A surcharge for immediate availability or for urgency can never be charged.²

Ask for the rate including night supplements before accepting.⁴ If they tell you that "it is an emergency, that is why it costs more", that is not a permitted surcharge.²

During the work: payments, parts and withdrawal

If you make part payments during the service, insist on detailed receipts for each amount, in addition to the invoice or proof of the total when it is finished.² The professional must have a price list for parts and spares or show you the delivery note or invoice that justifies each one.²

On the 14-day right of withdrawal: it does not apply when you have expressly asked the trader to visit you for an urgent repair or maintenance. It does apply to any additional services or goods provided on that visit that you did not ask for.¹

Afterwards: invoice, guarantee and complaint

Do not sign an invoice that seems excessive to you and note your disagreement in writing.⁴ Repair services carry a minimum guarantee of 6 months from when they finish, without prejudice to the guarantee on any new parts or spares used.²

If you are not satisfied, ask the company for the official complaint form or make contact by a means that leaves a record.² If there is no reply within 30 days or the reply is not satisfactory, go to the public consumer service of your municipality.²

The risk of being in a hurry is accepting without paperwork: without a written quote and without receipts.