Assurance Plumbing

Late on a Friday, my wife and I discovered that the 28 year old water heater in our basement decided that it was ready to retire and developed a leak that was progressively getting worse.

Saturday evening I began my search for a plumber close to my neighborhood, and found Mo and Assurance Plumbing through a referral site.  I entered my contact information and to my surprise he responded within 30 minutes via email, then through the chat feature of the referral site.  I sent him pictures of the unit I had and the supply lines connecting it, and he called me to discuss a bit more about what I needed done.  As I was buying the water heater myself, he even suggested what brands to get and explained the differences between warranty levels the manufacturers offer.  We agreed on a price that was more than fair, and he told me to contact his office Monday morning to get on the schedule. I did so, and set up a time between 9-4 the next day.

I got a courtesy call letting me know he was on his way.  Steve and Mo removed the old unit, expertly ran new supply lines, and reworked the vent ducting to accommodate the larger dimensions of a newer gas water heater.  He walked me through its features, told me some things to commonly look out for, and hung out to ensure that the proper temperature was achieved and there were no leaks.  

Class act, and I'm looking forward to having some other work done by them.

Mo (the owner) is a very skilled, knowledgeable, and courteous plumber...a real class act! He has been in my home a few times and has always been a pleasure to work with.

That said, whomever is in charge of scheduling appointments for Assurance Plumbing needs to check their attitude when speaking with customers. When she called about having an open spot today (Tuesday), my wife asked if she could call me to check my availability before committing to the appointment and was told that was fine, but when she called them back within 10 minutes to confirm no one answered the phone. After calling back a few more times, the lady finally answered and said we'd missed our window and now have to wait until next Tuesday because [they] can't wait around for us all day and Mo doesn't set the schedule, I do.

Having previously only worked with Mo, I didn't understand how his company could possibly have such negative reviews...now I get it. I'm really sorry to write this, Mo, but your scheduler is not doing you our your business any favors.

Edit: (4/4/2023) - Still not AP's schedule. Still don't have a working sink in my kitchen. Based on their log timestamps, AHS told us AP removed us from their schedule after the above happened...just another example of the woman in AP's office playing games and giving Mo a bad name.

HEATED/ WORST REVIEW IM SURE. I had to write such an ugly review, but we were done SO wrong.  We have a home warranty and since our plumbing upstairs went out COMPLETELY meaning toliets were about to overflow and wouldnt flush and tubs werent draining, and that same week our water heater wasnt producing hot water  Really big issues that need immediate attention.  Our home warranty company connected us with Assurance Plumbing.  I couldnt take their initial call because I was on a work meeting, So i called back and i had to make sure i was even talking to a company, cuz i just got a curt hello I explained who i was and that i was returning a call and explained my plumbing issue. The lady was so weird, wouldnt respond to anything I said, just give like a minute long pause and ask a different question. I thought it was breaking up and she wasnt there several times, but no she was..it was a twilight zone sort of call, i didnt understand what kind of company would have someone like that taking calls and why i wasnt being responded to and why such long weird pauses, but that could have been whatever..She finally tells me sounds like we need a snake and they dont have any working so id have to figure something else out! What? really. and basically just hangs up. I am frustrated so hand over the situation to my bf, the other owner of house and he calls hsa who wont give us a new plumbing company because they have a contract with them and he calls Assurance back, and lady is rude and weird again, he had to be assertive to get her to treat him right and she basically said if we wanted immediate attention that itd be almost 300 more dollars, didnt mention not having a snake to him at all, we just paid our own plumber, because we had no more faith in this company.  I called our home warranty company to ask for a new company for our water heater, they refused to give us a new company but they tried to set the appointment up for us, Assurance said that she couldnt set it up with them and we would have to call. MY home warranty lady i was speaking to ADMITTED and
AGREED the lady was rude to her as well, and said if we still had to try to use them)  My bf calls, and she is a little curt but its on speaker and I hear her actually try to be professional and she sets us up for more than 48 hours away..after we have already been a while without hot water, maybe thats the soonest they had, so whatever.  The day comes and its half an hour before the 9 to 4 window they gave us has past and he calls to make sure someone is still coming, she says they are, we wait, its now 5pm and hour after no one has come, he calls and asks, she says
no one has came let me call and see where hes at and ill call you right back

not only does SHE NEVER CALL BACK THEY DONT ANSWER ANY OF OUR CALLS AFTER THAT. THEY FREAKING GHOSTED US.  Our home warranty is a joke too, said they cant do anything but send a complaint email due to the contract.  Mind you we were never rude, never anything but actively and respectfully trying to use our home warranty through the company that works with our home warranty to resolve our emergency issues.  It is like the company is a scam, fake, one lady working in a basement or something, idk.. but we never seen anyone with even a plunger  to confirm legitimacy.  

Obviously if i could give 0 stars I would.

I really wanted to give them the benefit of the doubt after reading the reviews that were mostly focused on the failings of AHS but they lived up to the (poor) expectations. The company promptly called us to schedule, after being assigned by AHS, and we chose a date late in the week. For most vendors, I expect the usual 4-5 hour window but Assurance would only offer a window of 8-4 which was irritating but fine. Then, they called at 3:30 (the day of) to say they weren't coming - with zero apology for wasting our entire work day waiting for them. We rescheduled for the next day - on this occasion it was a complete no call, no slow. We called AHS to ask for a new provider and they said they couldn't transfer our request without hearing from Assurance. Assurance then denied that they were a no show two days in a row and were now expected to show up the next day - you can guess what happened. When I called assurance to ask them to deny our claim in the system so we could be reassigned to someone that would actually show up, they refused and were incredibly rude. After three combined hours on the phone, we finally got assigned to a plumber that would 1) actually show up and 2) was well run enough to be able to give an appointment time vs an eight hour window that they still couldn't meet. Steer clear!

Mind you this request was for a pipe leak...thank heavens it was associated with our guest bath. I can't imagine having to deal with them if this had been our only bathroom! We would've been in an uninhabitable house for at least a week waiting for them!

⁩This is the worst plumbing company that I've ever used in my life. Stay far away from this company!! I was referred this disgraceful company through my Home Warranty Service.  I put in a work order for 3 slow flushing toilets, a clogged sink and a garbage disposal.  The guy that came to do the work Steve was very nice. He fixed the toilets  and said he couldn't do the sink because it wasn't on the work order. I told him that it was DEFINITELY on the work order and my sink was the main reason for the call.  I called my warranty company and they confirmed that my sink was indeed on the work order. They tried to call Assurance Plumbing but they wouldn't pick up the phone so they sent an email telling them to complete the sink clog order today. I called Assurance Plumbing and an evil lady name Kaye answered and emphatically told me that she wasn't doing the sink because I just added it on the work order today, which was a complete lie. At this point I was irate because I absolutely didn't just add the sink. I made the order last week on Dec. 13.

I told her instead of going back and forth if we could just call the warranty company together so that she could see that this was not an add on. They have time stamps for everything. So surely this would PROVE that I wasn't lying and that this order was all placed at one time last week... you'd think

The warranty company confirmed that this was indeed an order placed on Dec 13 for all 5 items. Two reps confirmed this and one told her that if it was added today there would be an additional disbatch number for the added items along with a timestamp.

Do you know that after all that this evil woman still continued to lie and say she didn't get the order for the sink and would not allow the plumber THAT WAS ALREADY AT MY HOUSE to do my sink. This woman literally told me that I'd just have to make a new tix and get it done another day,
even though I was the last stop. How crazy is this? She wanted to get more money out of the warranty company by making a second tix for another day.

This woman Kaye is a complete liar and a fraud!! She seemed more concerned about her ego and making herself feel good because she was the boss, instead of practicing good customer service.

With her arrogant attitude  and trying to get over on others, this business will never prosper. If she continues doing things like this,  this will be yet another black business down the drain. My home warranty company said that they were going to look into this company. I told them everything that she was trying to do and they didn't like her attitude of not trying to find a solution to HER mistake. They called it a mistake. I call it fraud and trying to get over.

Thank God,  my warranty company rescheduled me with a totally different company. They are professional and they actually care about their customers. Unlike this unprofessional company Assurance Plumbing, whose disbatch is lazy and sounds like they sit on the couch eating hohos and bunbuns all day. I wouldn't let this company service my dog.

I know she's going to get on here and lie, but the reviews speak for themselves. That's probably why they are trying to get work from the warranty companies.

Called and called , no answer . Finally got answering machine next day. Still no response a day later. Home warranty company recommended them and listed as a 5star provider. The office staff is terrible. Save your self and call anyone else. True disappointment. Was told 7 days no hot water was acceptable.

Assurance Plumbing is NOT the faulty business here - AHS is a terrible, terrible company.

I HIGHLY recommend Mo and his team!

Mo was sent through my home warranty company as a 2nd opinion after the first plumber said my problem was not going to be able to be resolved under my warranty coverage. Mo was able to find a solution that worked for me that was still covered by my warranty. He was pleasant to work with and answered all of my questions.

Caused my warranty claim to be denied. The piece that broke was missing, and because we had to use pliers to turn water off... this is now our fault? This company is a joke.

Assurance Plumbing was assigned to me through my home warranty company to come out November 24th from 9a-4p to fix a kitchen sink stoppage. On the day of appointment, I called to confirm that someone would be coming out. Appointment was confirmed. I called periodically throughout the day and again after 4pm(after appt time). After 4pm, they stopped answering my calls. I had my warranty company call and they answered them stating that someone would contact me shortly and they were still sending someone out. I called them again, no answer. No one showed up! This was very inconvenient considering it was the day before Thanksgiving. Bad business!

I contacted them through my HSA warranty company. They contacted me for an appointment today which unfortunately is a Friday, they asked if I would want to reschedule for Saturday and I advise no I want it fixed today without telling me that if I did not schedule for Saturday then I was going to have to wait for Monday. Very little communication and did not even ask me any information about my water heater before coming out. Doesn't seem very professional. I would highly not recommend this company.

Not even worth 1 star, negative stars if that existed. Takes forever to show up and with no equipment- is a no show for 3 follow up appointments after waiting ALL day with their 9:00am-4:00pm window. Office staff extremely rude! American Homeshield is worse if that's possible. Going outside of this joke and hiring our own quality plumber.

My experience was absolutely TERRIBLE!!!
First the Tech parked in my driveway, didn't make himself known as the plumber here to fix the problem.

Secondly, the Tech didn't have all the equipment needed for the job. How sway?!? You're a Plumber with a bucket of tools!!

Then he didn't have the tool to remove the heating element so he had to leave to go to the hardware store to pick that up. He then asked to borrow some lubricant that I had sitting in my work space...how unprepared!

So he then proceeded to replace the lower heating element. Said the job was complete and I would have hot water after one hour after being here for this simple task for over 2 hours!!!! Like WHAT! Needless to say, never did have any hot water that day, and ran over until the next day. After countless calls between Assurance and the bootleg Plumber which I do NOT work for either company, yet I was in the middle playing phone tag. I finally have hot water after having to take a shower at my sisters house, fortunately she lived close enough.

Overall the whole company and its owner should be placed in Republic's Trash bin!

Absolutely lower than Subpar for the entire experience!

Very pleased and impressed - fixed my issue quickly - would highly recommend Mo and his team!

I went through my home warranty company (HSA) just like everyone else on here. I typed in my issue on the online form, told the representative who called the next day the same information I typed in. Got a phone call two days later asking for the same information that I typed and shared with the first person. Day of got another phone call asking to describe the problem that I described three other times. Once I started describing for a fourth time I was interrupted to start yet again. At this point I canceled them. They don't have a central system to get the information to the plumber or the reassigned plumber can access without repeatedly calling the customer. I have used other companies for various warranty issues and NONE have ever given a 7 hour window.

Went through AHS warranty services they never called to set a appointment I had to call them. The lady I talked to asked what is wrong I said my garbage disposal is leaking. She said they would have to order a new one and will call me Monday or Tuesday the following week. I don't know how they could fix a issue with out even sending a tech out to look at this problem. I called them today to check in now she is saying another week or two 10 days into this now. I would not recommend this company for any issues.

don't use! Hands down worst  customer service I've ever uncovered! The main plumber was a pleasure to speak with and quite helpful, however the office staff was terrible! During foul language, and down right rude. The company was referred to us by the warranty company, but I've recently learned that the business practices of this company has landed them on the bottom of the list with the insurance company lowest bidder!
1. Wanted me to do my own inspection for finding the leak, and was trying to report to the insurance company that they did an inspection $$$$
2. Schedule a week out with an 8hr time window for appointment
3. Extremely rude and vulgar on the phone, even mentioned that there were many plumbing company's in the city we could choose from if we did not like there way of business. Obviously they don't appreciate there customers.

We went with another company and canceled the appointment, and the lady on the other end of the line went off the hinges stating she did not want to hear it and did not care!
Told me what ever and hung up on me!

Read this and call another company.

We scheduled our appointment a week prior and were still asked to give a 7 hour window.  After waiting several hours we called in a few times during that window and was promised each time that a plumber would show up by the end of the window.  Apparently it wasn't enough time.  The plumber didn't show up nor did we get a courtesy call for exercising such patience.  We had to call in again to find out the plumber was running long on another job and that we would have to wait even longer.  We weren't given a possible ETA and instead were given the option to reschedule.  Are you kidding me?  Why in the world would anyone want to go waiting another day.

Obviously we were frustrated and that came off in our call.  However, instead of being compassionate the call operator was defensive and asked not to get an attitude.  Wow!  We are now 10 hours in and, yes, you guessed it we are still waiting!!  God knows if they show up or not but thank goodness insurance is covering the work cause we wouldn't pay these guys a penny.  The name of this company is misleading.  Please choose a different plumber.  You will thank yourself later when you do.

Absolutely unprofessional. Refused to do repair was contracted out by my home owner warranty company. Warranty company sent another contractor out and was diagnosed in less than 10 minutes. Had a new water heater by the end of the week. We had to go
Almost 3 weeks with no hot water because they took a week to come out than had to wait for them to close ticket out so warranty company could get someone else out. The new company they sent was great! Wish they would have sent them not these guys first. Also refuses to give a call ahead will give a huge window but can't call ahead. They will have a huge attitude with you and than accuse you of having one.

Was stood up two days in a row by Assurance Plumbing Company. Right from the start this company was assigned to me via my home warranty company. Three days after being assigned I did not hear from them, so I called twice and left messages. I never got a call back. Finally on the fourth day I got someone on the phone and they set me up for a Thursday 9-4 window.... no show and no call..so at 4:30 I call and they tell me that they are not coming, can we schedule tomorrow? I said sure, again a window of 9-4. This time I begin to call them at 12 noon and they assured me they were coming. Again at 3:30 I call, yes they are coming. 5:00 the answer machine and now the office is closed. No show!!

I was assigned assurance plumbing through AHS home warranty service as Mo told the warranty company that he knew how to work on tankless how water heaters.  When he arrived at my house I asked him if he knew how to work on them and he said no I will just call the manufacturer and they will walk me through it.  Fve hours later and he still has no clue what is wrong with it.  Warranty company says I have to let him work on it as the 2nd opinion as the first company told them that it needsd to be replace.  When I toled him that he was like why didn't you tell me that.  My thought I shouldn't have to since he the plumber he is supposed to be giving a 2nd opinion.  His wife the one that answers the phone is rude and unprofessiona.  I would never use this company and you have to have like a 7 - 8 hour window for them to show up and they still don't show up.  Mo called me 5 minutes before the end of the seven hour time slot and said he was running late that he just left another house and needed to stop and get something to eat.  I said the end of your time slot is in  minutes so you will be late and he said no because I called you.  I didn't let them do the repair as  they wanted an extra $1700 to replace the water heater on top  of what the warranty company was paying them and I used another company and got reimbursed from the warranty company.  This company is a rip off

Same as everyone else on Yelp. I don't understand why a home warranty company would contract with a
company who  conducts business like this?!?  American Home Shield must not vet  their contractors very well. Assurance Plumbing is an epic fail. For anybody out their, DO NOT USE!

A big disaster plumber. Very unqualified staff. They made more damage to my 2 faucets which I had to replace them completely. they lied to me when they told me they have fixed the under the sink Injection pump. I called him on late Friday, he asked me to send him pictures of the damages. I send several pictures, his response was I am in church service call back when I can. this was around 10 am. He sends me a text at 11:00 Pm and stated one he will try to contact me on Sunday between church services also one his girl is going to call me on Monday to set up a time for him to come to see the damages which was left by his guy. I did not hear anything from him on Sunday, he sed me at 3:54 pm on Monday. It was too late I need it services done quickly and correctly. I had contacted another plumber and they changed 2 faucets and fixed the pimp.
it's better for MO to stay in church business, because his plumbing business is a disaster.

This company was assigned to me by my warranty company two days ago. After not hearing from them, I called and the woman was EXTREMELY rude. She said they were behind and couldn't schedule me until after the 1st of April. When I asked why didn't someone call to inform me she said she didn't have time. If this is how they act prior to doing the work, I'd hate to see what kind of work they do. I'm not taking any chances.

We were stuck with this company because they were assigned to us through our home warranty company, HSA Home Warranty.

The soonest they had available was a week from when I spoke to their scheduling person, which is understandable with contractors. The day of service (today) we were told the plumber would show up between the hours of 9am and 4pm. At 4:20pm, still no call so I decided to give the office a ring to check on our appointment. After 7 attempts to reach them (rings about 10 times, then goes to an un-set up mailbox), I finally got an answer.

The woman answering the phones didn't seem to have anything encouraging to say about our appointment. I told her I still hadn't heard from the plumber. Oh I'm not sure where he's at out there. I think he was workin on a water heater or somethin. Great, ok, well am I just supposed to keep waiting around assuming he's going to show up or...? Her reply? Yeah, I don't know.

Can you please call and check with him? I took the day off work and I've basically been waiting around all day.

Oh. Yeah, let me call and see. I'll call you right back.

Half hour later. Still nothing. Regardless if the guy shows up in the next hour and does the work, this company does not deserve anything above 1 star, and I would advise anyone reading this not to bother with them unless your home warranty company carelessly sticks you with them. I will definitely be following up with HSA to hopefully get this company blacklisted from their list of contractors.

EDIT: They never did show up. No phone call that night or the next day to apologize. Nothing.

I would not recommend this company for any job. Customers service was horrible, there was someone in the background telling the secretary what to say, technician showed up in unmarked vehicle with no uniform identifying the company or the tech. My problem is still not fixed. Call someone else.

This B.S. company should be placed in a clogged toilet that Assurance Plumbing must come out and fix. I clearly stated that I was to be contacted on my work phone and not my cell between 8am-4pm.  What did they do?...call my cell phone. Therefore, I missed the call.  Once, I was able to check my cell phone and reach out to the ASSurance Plumbing, I was placed on hold and then disconnect without conversation. I called back and explained that I was disconnected and that I was scheduled for service today. The ghetto girl tack-head from Nonprofessional University indicated that I would have to 'reschedule cuz I didn't answer the phone and the plummer called and came out already so is Thursday good? I asked if he got out of the car and rang the door bell? She says, No. I explained to her that her plumber was lying and had not come out to my home because my retired mom sat in the window waiting as early as 9 am.  Ghetto girl replied that my mother was lying. Really? Please do NOT use this trashy company!

Marsha W.

A person can tell how a phone call will go by the way the phone is answered. Whoever answered the phone didn't identify themselves as Assurance Plumbing. When I asked if this was Assurance she was extremely rude. I tried to explain to her that she needed to schedule the appt. with the tenant and not the owner who lives in another state she became loud and obnoxious and started yelling at me. I hung up and called our owner and told them to contact AHS and request another company. One that is professional and is proud to announce the company that they work for when they answer the phone. From reading the rest of the reviews I would not use this company.

This company is a joke.  I didn't really have much of a choice in who my home warranty company used at first to have my water heater looked at.  Just like most of the other reviews, I was given a 9-4 window.  I had to take the day off from work and at 3:30 I still hadn't heard anything from them.  I ended up contacting them through a different number than what  was given to me.  The lady said the guy was still coming.  It is now 6:30 and I ended up calling my home warranty and explaining it to them.  They called them and the lady gave excuses as to why they were running behind and that if I wanted to re-schedule for tomorrow,  I could.  So yeah, let me take another day off so they can blow me off.  Don't think so.  I cancelled with them cause if you can't even call me yourself and give me a heads up, then there's no telling what kind of integrity you have in your work.  Sorry for the long review but people need to know just HOW TERRIBLE THIS COMPANY IS!!!

This place is ridiculous, first they were rude to my wife when scheduling, then once the service was requested they gave me a 7 HOUR WINDOW!!!. They could not give me a closer time, so I took off work and waited. Time they would get here was 0900-1600, well now it's 1601, and I called them to find out they are running behind, without even a courtesy call to inform me. HSA HOME WARRANTY YOU SHOULD BE ASHAMED TO USE THESE AMATEURS. Complete waste of a day. And it cost me $$$

Working through a home warranty company can be stressful and time consuming, but that's the nature of the beast. I completely understand the large appointment window because of being a small business. Mo explained things in great detail and was very honest about the process. They were very professional and courteous. They were quick with their visit and started working with the warranty company right away. All in all, I am very satisfied.

I have had the same experience as most on here. I was given a 7 hour window, and no one showed up. I received no call. I then called the office and the woman who answered the call was quite rude and had no idea what was going on. She offered no help and really didn't care to help me. I will never recommend Assurance LLC to anyone.

We scheduled three times only because our home warranty made us and they never called or showed up.

Scheduled twice to have services done. The first time they would not come out for two weeks for a water leak. The second time after taking time off work they called to cancel. Staff is seriously impaired and unable to comprehend basic information. Company is extremely unprofessional and does not follow through. Awful experience both times interacting with this company.

very disappointed with their service. First there is a 7 hour window for when they show up, then they was suppose to fix my faucet sink, never got fixed after 3-4 visits. I called them, they kept telling me they would call me back, still haven't heard a thing, so after no luck, I called the warranty company and they sent me a different plumber, Greenwood plumbing showed the next day, got me mostly taken care of, and will be back wed to finish me up, only because they need to order a part. I will never recommend assurance plumber.

HIGHLY unreliable and very unprofessional.  We had an appointment set up and nobody ever showed up.  When we called to check the status, we were told that the technician was running late and would call when they were nearby.  Nobody called, nobody showed up.  Their customer service is non-existent.  Nobody seemed to be aware that we were completely forgotten about.  No apology, no rescheduling, nothing.  Seek nearly anybody else for plumbing services.  This was one of the worst experiences I've ever had with a company.  Completely clueless and incompetent.

My review will read the same as the others... With a home warranty company, I was given this company's name and then they gave me a 7 hr window and then no one showed up after waiting for four days for hot water.  Then I was told they would come in the morning and no one ever came. Do not recommend.

Complete disaster. I was forced to use this company by my home warranty company. They gave me a 7 hour window for when they would arrive. They never showed up. Told me I would be first on the list the next day.  Still didn't show up until after 2pm. I had a small gas leak. They did their repairs and left. When the gas company arrived, they notified me I still had a leak.  The following day, Assurance came back, made another 'repair', left. Again the gas company said there was still a leak.  I went 8 days without gas. Thank God it wasn't winter. Finally the warranty company sent another plumber. I recommend Jake's Heating Air and Plumbing.

Do not allow this company to provide any service(s). Unreliable, dishonest, unprofessional experiences in the past. Wanted to reschedule an appointment at the end of the day. Can no longer trust this company. Will never ever be allow on the property again. Ridiculous...!!!

I have used Mo and his company 2x now and they have always been fast to respond, honest and informative. I will def use again!

Our home warranty company assigned Assurance Plumbing to our claim. Our first floor flooded with a plumbing / drain issue. I spoke with them on Thursday afternoon, and the lady said she would put us in front of everyone else on Friday and get someone out right away. Our window for them to arrive was 9-4, which by itself is ridiculous. At noon on Friday, i called and spoke with the same lady, who told me she had no idea when the plumber would arrive, and that each morning when they leave with their work orders, she has no idea where they are or what order they go through the work orders (even though she said we were prioritized). She again assured me that my window was 9-4 and someone would be calling shortly. At 4:00, I called her again, and she told me the girl in the office tried to contact me and left a message (she didn't - my husband and I both had our phones with us all day watching for this call!) and their truck had broken down on the highway and they could reschedule for tomorrow. I took the entire day off of work (Ideally, I'd like to be reimbursed for my time I missed off work due to their negligence). This company had assured us and our home warranty company that they could handle an escalated case, and It had been two days without water and plumbing in our house, not to mention our flooring has water damage. It was unacceptable. We called our home warranty company and had another, more reputable and responsive company out that night to fix our issue.