UPDATE #2: I can't move this to 3 stars ... but if I could up it to 2.5 I would. After the owner called me I also heard from their dispatcher and a plumber arrived in 30 minutes. He made the fix, was very apologetic and professional. Same guy who did the install, and the fix on the water leak. Good guy at the heart of it. Calm demeanor, professional and apologetic. STILL took way to long to do the initial fix, then 2 more extra repair fixes. My new Water Heater is now rusted on the top - and I'm hoping that this doesn't shorten the lifespan of the thing. Guess we'll see... check back in a few years.
UPDATE: **I'm upping this one star because I just got a call from the owner who has the emergency line... he used a very important phrase - ""HE WAS VERY SORRY (for what I'm going through"" - I will completely rewrite this review if we're fixed this evening because I can tell you the owner was extremely apologetic - I hope his level of service really infects some on his staff.
INITIAL REVIEW IN THE MOMENT:
Was forced to use this company by Home Warranty of America (HWA).
Issue: Water heater rusted out and needed to be replaced.
FIRST ISSUE: Took 2 days to get the plumber to come to the house to review the situation and review the process $75.00 service call took approximately 15 minutes.
SECOND ISSUE: 5 days after that service call they finally came to make the fix and replace the water heater. ($600 charge that wasn't covered by warranty due to some vague venting issues - please note they were installing the same product that they were removing). They informed the Warranty company that this must be done in order to install the new unit - of course which meant I had to pay for that service.
THIRD ISSUE: The morning after the install I noticed water leaking down again from my my brand new water heater - after I inspected the water junctions I was able to find a pin hole leak happening above the water heater at one of the newly installed junctions. When I called again (Obviously I was upset - but was more upset that their customer service line didn't use one simple word - ""They're Sorry"". Not once did they apologize. Their only solution was to come out as soon as they could and their ""next available time was between 2 and 5 that day. They came out and fixed this issue that afternoon. Very happy that I have a neighbor who was willing to meet them as I didn't want to miss work yet again (we're now 8 days since the first call).
FOURTH ISSUE: 4 days later my wife walks into our garage and notices a distinct natural gas smell. We call Atmos Gas to come in and inspect what is causing the smell. Atmos answered the call immediately. 40 minutes later Atmos was at my house - AWESOME SERVICE. Atmos immediately found the issue was again the junction point of the gas line running into the water heater (one of the new runs of pipe that had been installed by HERS & HIS PLUMBING - just like the water issue I had found the morning after the install. Now I am on the phone with HWA and have escalated all of this with them.
FIFTH ISSUE: In the mean time HERS & HIS PLUMBING's emergency line was called FOUR TIMES and TEXTED TWICE. NO REPLY. HWA was just able to get through to a ""Laurie"" there at HERS & HIS PLUMBING's office - and she just informed them that they received my messages and were attempting to get a tech on the issue. Still have not heard from HERS & HIS PLUMBING.
HWA did frustrate me because they just kept saying that this company is so good and one of their top rated plumbers - My only answer to that is that may be the cause... but that has not been my experience. My experience and suggestion is that you NOT use this company. I will report back about the fix so that I can actually say when this is resolved. But if you're looking for a plumber my neighbors keep telling me HILLER or LEE COMPANY are the places to call.
I HATE WRITING BAD REVIEWS!
more