Stillwell Plumbing

I would give 0 stars, if I could.

We were sent here by a home warranty claim. We told the home warranty people, and the folks at Stillwell, what and where the exact problem was - it was a line under the gas cooktop that was bad and needed to be replaced. I had called the BGE gas emergency line when I smelled gas in the cabinet under the cooktop, they came in and investigated the source of the leak, then turned off the gas.

This should have been a 15 minute gig. This should have been simple. I was very clear on the phone with everyone I spoke to, WHAT the problem was, and WHERE.

When the guy arrived to do the job, he knew nothing about what he was here to do. He turned the gas on and smeared soap around the line to test for himself where the leak was coming from. Okay, I get that - measure twice, cut once, and all. His soap test did confirm exactly what I told them.

And then he tells me, he may or may not have the part on his truck.

Seriously?!?!?! WHY did I take the time to tell them over the phone, so they could, you know, HAVE THE PART READY? Why did I waste my breath?

I told him there was a Home Depot 2 miles away. But no, he tells me, he has to go to a plumbing supply store to get it.

Long story short - what should have been a 15 minute job took well over an hour and a half. And insult to injury? Not a week later I had to call in another gas emergency to BGE because I discovered it leaking again. When I called Stillwell back about it, they told me I had to go through the home warranty people. Again.

I called the home warranty customer service, and waited over 45 minutes to speak to someone. He put the recall order into the system, and said that Stillwell should have it within  minutes. I called them back, and they told me they didn't have it, too bad so sad call the home warranty people back. I waited, and called them a second time to see if they had it. Nope, they said.

This is the point where I threw my hands up in the air and turned it over to my boyfriend to handle. But we had someone out that day, to fix the connection that wasn't appropriately tightened by the first guy.

This should not have gone down this way. This is just unacceptable on any level. And the only person from Stillwell who was the least bit apologetic was the second and final plumber who came in.

owner of this company should take a customer service class.  absolutely horrible.   i would boycott this company at all costs.

Only if Yelp let me give them no starts, so I am still I giving them 1. Sears home warranty assigned us this company to fix our toilet flush, the guy came in, wouldn't start working till he got that $60, said he fixed the flush. Today morning the flush is worse than what it was before fixed it. Sears said they are responsible to fix any issues with the fix if it breaks within 90 days and now, when we called them, they said they won't do it till we give them another $60. Better off going to Vegas and gambling away ur money than calling them to get any work done

This experience wants to make me switch warranty companies. With a window of 2-6 for a sump pump replacement - they reschedule me once and then showing at 10:30pm (without a sump pump) and then 11:30pm the next day (again 2-6pm window), he tried to then charge me a $175 permit fee????? To replace an existing sump pump.  Worst company ever! And now seeing these reviews... AHS should not be using a company like this!  0 stars

An absolutely horrid company. First they gave a 4 hour window, waited till it was halfway in, and canceled. Then they asked if it would be ok to come out between and 8 and 10pm. 6 weeks later they replaced my faucet with cheap ill fitting parts to save some money, and it still doesn't work. They also stole the old parts to sell for scrap. Don't give these clowns a penny. Their own tech tried to replace the faucet with an identical one, but their management made him pick cheaper stuff to save money. Absolutely unethical buffoons.

Wow!  Great Job, Stillwell Plumbing!

Stillwell was sent out by my home warranty company to clean up the mess that another company left behind.  They did a fabulous job fixing my garbage disposal, were polite and respectful, and took the time to explain to me what needed to be done. Then they did it, and they did it right.

The first company (Mayes Plumbing)came out twice ( I took off work both days and waited for them all day), stayed for ten minutes each time, and STILL failed to fix the problem. ADDITIONALLY, they were rude and disrespectful when I called for them to come a THIRD time to fix their shoddy workmanship; they expected me to take another day off of work, told me they couldn't come for several days, and insisted they had done the job right and that there was a DIFFERENT issue causing my problem (necessitating another charge for a service call).

Stillwell came out, diagnosed the problem in about five minutes, and then spent  half hour doing the job correctly. They showed me the old, corroded and rusted parts that Mayes left attached to my Garbage disposal, and I didn't even have to pay anything for the service call.

Next time, I will request Stillwell from the get-go.

Thanks Bill (and the other guy whose name I did not get)!

I didn't even want to give one star, but that's the only option. I was sent to Stilwell through AHS and because I am new to the area, I trusted AHS. Should've come here to read reviews first. Had issues with three things. I'm not sure how many times I had to go over this again and again with each different person that came out. Ended up some of the work was not covered. Fine, had to be fixed either way. WORST experience I've ever had with a contractor, and I'm out $1000 on my end after all of this!  This took over a month to resolve and multiple cancelled appts without my knowledge (NO COMMUNICATION)!  I was accused of badgering the staff by the manager when I attempted to find out when someone was going to come out to my house.  After 3 visits to my house it was something new and more money out of my pocket each time.  I felt like I was being taken advantage of and getting up-charged on every little thing.  In the end, the issues were not resolved and the work very poor. I finally threw my hands up trying to get someone to come out to fix the HORRIBLE mess they left my shower. Will just hire someone different to do the work. Please DO NOT USE THEM.

I would give them a 0 for service and customer service.  They were sent out by the home warranty company to replace a hot water heater.  We let the serviceman know we had to leave by 2pm (who arrived just after noon) for a flight.  He took many smoke breaks and chatted with his co-worker and at 230pm he still was not done and we had to leave him in home unattended to catch our flight (which we barely made).  When we returned, we have only luke warm water - not hot.  We adjusted both thermostats to 150* and still no hot water.  I called Stillwell to have them come back out and they insisted we go through our home warranty company again and refused to send anyone out without charging us a diagnostic fee - for something that they installed and does not work.  They insist they guarantee their work but will charge us a diagnostic fee if they come out without submitting another claim with the home warranty company - when they installed it and it does not work!  This is not guaranteeing the work that they are doing.

I would give zero if I could.  Appt set up thru home warranty (american home shield) as emergency service. Originally said arrival within 2 hours, 3.5 hours later, called warranty company who contacted Stilwell and said they were on their way. Showed up the NEXT DAY with no calls in between even though I called repeatedly and left several messages. Issue was severe leak from upstairs bathroom, they cut 2 holes in the ceiling, said it was rain water (coming into the middle floor of an interior townhouse, with a 7 year old roof). Claimed he ran water in bathroom and opened service panel to look behind tub. This property is a rental so I was not there to verify. When I spoke to the tech and asked why no one showed up the day before and they repeatedly lied, tech hung up on me. Had a new plumber come out and opened the access panel with water running and immediately found leak coming from valves/pipes leading to tub.  We had put Stilwell on our do not call list 9 years ago the first time we needed a plumber through AHS because they didn't show up then either.  Only reason I gave them another chance was because it was an emergency and I figured they would have improved in 9 years.  Somehow this company is not out of business, but it should be!

Welp, I'm sitting  her an hour and a half outside of the window they provided and they're not answering the phone. They took 5 weeks to get the part for my attic fan.

Update: meh. I hated waiting around but the work was ultimately completed and hasn't yet broken. Not my first choice, but the work got done

Was given a window of 12-4pm on Monday to complete the drywall repair needed to fix a leak  from AHS. I took the day off of work so that I could be there. He showed up at 4:15pm and explained he obviously couldn't do the work then.  We arranged a time for Friday at 8am to do the work. I took the day off again but they called to cancel at 8:30.  2 days off, no work done.  Plus, no professionalism or courtesy along the way.

Our home warranty company, American Home Shield, automatically assigned Stilwell Plumbing to my case.  

I had a slow drip from a copper pipe. The pipe was part of a closed baseboard heating system connected to my boiler.  The pipe was easy to get to, exposed in an unfinished basement. This was clearly spelled out in my work order.  It's not a hard repair.

I was told Stilwell Plumbing would contact me.  We waited two weeks - they never called or emailed.  No voicemails. (I never miss a call - I'm always on call for work.)
Stilwell told the home warranty company that we refused to answer their calls.  We finally called Stillwell and scheduled an appointment.  

The plumber arrived, walked into my house, looked at the pipe, and stated they don't work on heating systems. I asked why the company even accepted the work order, as they don't do this type of work.  The plumber blamed it on a secretary. Then they left. He never removed a tool from the truck.  

We had to make multiple calls with the home warranty company because Stilwell Plumbing marked the service as completed.  Eventually the home warranty company charged us a $75 copay because Stillwell diagnosed the problem.  We were never able to get out of this fee.