It gives me no pleasure to write this review, but the fact is that a company that has bad customer service will not improve unless they understand that they will lose business if they don't make a change. That's why Yelp is where people turn for business recommendations, so they can find a place that is not only fix their problems but also leave them feeling good about it. I found the One Source Plumbing and Rooter lead plumber to be completely lacking in customer service skills. His technicians were both fine, respectful and careful. Their work was fine too. They had to return to re-repair a leak that they repaired last month, and it was during that visit that I finally lost my patience with the way I was treated.
The property manager of my apartment hired One Source to fix a leak in my bathroom, the drain of the clawfoot tub, as well as the faucet stopper that feeds the shower attachment. I was surprised that when he fixed the drain, he added a drain that makes it difficult to place a stopper to draw a bath; it's a claw foot bathtub. It should be obvious that it's going to be used as a bathtub. But, I figured I could pick up a better one and replace it myself, rather than make them come back for something so simple.
So. I got a chance to take a bath, very relaxing and one of my favorite ways to treat myself. But after I drained the bath I returned to the bathroom to find the floor flooded. What the heck! So I did some testing and found that although the repaired drain worked just fine when it's used for a shower, when a whole tub's worth of water is draining, the leak between the replacement pipe and the not-replaced floor pipe was so bad that most of the water ended up on the floor. I got back in touch with One Source and my property manager so they could come back and address this.
On the appointed day, the service window was 9-11am. They showed up at 8:42am. I had let them know to call me so we could come down and let them in, because the doorbell was not working. But, I had to take a shower ahead of that, and I figured that jumping in the shower around 8:30 would give me plenty of time. Nope! They were early, so when I got out at 8:50am I had 5 missed calls and had a text from 8:45am that read, We will wait outside for five minutes and then will have to reschedule two weeks from now. I'll be honest, I almost wrote back to say something like cool, piss off then but I'm an adult, so I texted getting out of the shower and between me and my son (he's 18), we let them in at 8:56am. Like, I get that it's never fun to wait outside like someone is playing a joke on you, but is it really that hard to say Please let us in without threatening to leave this issue unfixed for 2 more weeks? You already gave me a 2hr service window, what's your hurry?? Since the first visit had already been marked by a bad attitude on the part of the lead plumber, this visit was definitely not off to a good start.
They came up, and I thanked them for their patience and mentioned that I didn't expect them to be early. He said it was fine and got to work testing the drain. They all kept their masks on, which is to be expected since they have to protect themselves from whatever germs might be hanging around inside my house as well as protect us from whatever germs they might be fighting off. I had put my mask on even though I was inside my own house, as a courtesy, even though I'm fully vaxd. But I also wanted to have my coffee and get a start to my workday. So I set myself up in our tiny outside space, just outside my kitchen. I guess I could have let them know I was going to be right outside my kitchen door, which I had left open, but I figured they would come looking for me before they left. Again, nope! After about 15-20 minutes I wondered if they were still at work and I went to check. They were gone. I was unnerved. I couldn't imagine why a worker would leave a house without taking leave of the head of household. This is such an ingrained expectation that I can't even put into words why it's expected. But I ask you, dear reader, would you feel good about it if you came to where multiple people had been working on some part of your house only to find it deserted? It's a thief that sneaks out of a house, not an upstanding member of a community. (Big house parties don't count, obviously, you can't always find your host when you have to leave.) So I called him. It was awkward; I asked what the end result was and he explained. Then I said, I was surprised that he had left without finding me. He said he had touched base with my son before leaving. Well, what he meant was he said goodbye to my kid on his way out -- I didn't find that out until later -- so when I started to explain how that wasn't adequate, he cut me off with a very defensive response. I ended the phone call shortly after that.
I would not recommend this establishment. I hope this guy learns to check his attitude.