We've used them 4 times now. We thought the first 3 times went well and were related to new toilet installations and a new faucet. Pricing is competitive.
They haven't handled my most recent plumbing transaction well at all. We did a remodeling project, converting the bathtub to a shower, installing a new vanity, and reconnecting the toilet.
The initial quote was handled incorrectly by Sam and he was unprofessional at best. He didn't want to write out a quote because he stated our bathroom remodel would take over 90 days. Projected time line was 2-4 weeks, so Sam second guessed our remodeler. Not his job. I had to force him to write out the quote and he was rude the remainder of the time at the residence. They had to send another plumber to handle the project.
The second plumber, Brandon, they sent didn't properly set up the drain to the shower. Despite telling him numerous times that we were tiling, he installed the drain for a shower pan which meant it was up too high.
When I called to complain, because our remodeler caught it immediately, their customer service rep Jamie argued with me and stated they must have done it right because the city passed it for inspection. That isn't what the city looks for. They should know better. The city looks at connections only. The plumber that completed the work tried to get our remodeler to correct their work for them. Uh, no. He isn't a plumber and shouldn't have to take on that type of liability.
I had to call the owner Curt Longanecker to complain in order to get them to correct their work. He sent a different plumber, Justin, to complete the rough in. In addition, they scheduled the inspection incorrectly as a sewer inspection, the city cancelled out the appointment, and they didn't bother to notify me. I only found out when I called the city to find out when they'd be out. Then their employee tried blaming it on the city, making it sound like they just arbitrarily cancelled out the appointment and rescheduled it without their knowledge.
We scheduled about a week ago to have everything reconnected because our remodeling project is done. Justin came out and stated the vanity wasn't going to line up with the plumbing and needed to be moved, and they couldn't do it now. Said we'd need to reschedule another appointment and there would be an additional $350 charge. Three plumbers had been out previously, I had all three measure the wall and the vanity to verify it was going to line up, and all three stated plumbing would not need to be moved. This included Justin.
And, their previous plumber that installed our toilet a year ago likely bolted the toilet down to hard and dislodged the bolt and damaged the flange, but the current plumber tried blaming it on our remodeler. The remodeler was going to pay for it, $160 for about $14 in parts, and Heartland was going to take payment directly from him. But three other people have now looked at the damage and stated only the prior installer could have caused the damage due to bolting down too hard.
I called Curt, the owner, to complain again. He said he'd find out what was going on and would call me back. Never called. I texted him pictures and have heard nothing from him directly.
He had Jamie call me back this morning. They are now refusing to finish the work because they state they haven't been able to satisfy us. Seriously. What terrible integrity. This isn't our problem; it is a problem with their company and they should have completed the project as contracted. Now we have to find another plumber at the last minute with a house guest prior to Christmas. One functional full bathroom in the house.
Good luck with your business model, Heartland Plumbing. My next step is to file a review with the BBB and to open an Attorney's General complaint with the state of Kansas.
