Gwyn B.
05/03/2023 12:00:00 SA
My experience with this company was horrific. I have a home warranty that contracts them for plumbing issues in the area. My hot water heater started leaking on Saturday. Their technician came out and said it needed to be replace and that they would send the information to the warranty company. Once the warranty company approves it, it would be installed within two days.
First thing Monday morning I get and email asking me to approve extra charges. There were two charges totally $225 for out of pocket expenses that I would need to cover, one of them being an access fee. Meaning, my hot water heater would be difficult to access and that would cost me $100. (Please see photo below.) I was not happy but approved the charges the same day to proceed as the valve on the water heater to shut water off to it doesn't work. Therefor, I had to shut the water off to my entire home or the water would enter the hot water heater, leak out, and flood my basement. (I found this out the hard way after it flooded twice.)
I was told Next Level Plumbing could not schedule me until the hot water heater came in. On Tuesday evening I still had no update and called the warranty company. (Next Level Plumbing was extremely slow to respond and I needed an update.) I was told that everything was paid for on Monday and they were just waiting for NLP to pick up everything.
I sent a message to NLP and asked them why they hadn't picked up the parts and scheduled me. Wednesday morning the responded and said the hot water heater was just ordered the night before. When I called the warranty company they said NLP didn't want to drive that far to pick up the parts and requested a closer location. Then in the text message attached, they said they have to have PO number for pickup. Which doesn't add up to previous comments about waiting for it to come in and getting ordered. It was already in stock and paid for just waiting for pickup.
NLP then proceeded to give me the last available appointment on Friday 3-6pm. Once I pointed out that I would be 7 days without water (which they were made aware of multiple times) they canceled the appointment in retaliation for my complaining.
I did speak to the owner who made fun of the non English speaking people working at my home warranty company and begin to justify all of the issues I had experienced and lies I was told over the course of five days. He placed all of the blame on the home warranty company and took no responsibility for his staff lying to me and putting me off.
I did not include all of the lies I was told in the review because I would be writing a book. This company is beyond unprofessional, deceitful, and revengeful. They knew they were the only contractor in the area for my warranty company and took advantage of that. First, by overcharging me and the warranty company(according to the warranty company $800 by the warranty company and $225 from me so almost $1100 for a 50 gal. water tank to be replaced.) Second, by putting me off and ultimately canceling my Friday appointing it took them 5 days to schedule in the first place. I wouldn't recommend to the my worst enemy.
In response to Mike B., you absolutely made fun of the non English speaking people. You did not say miscommunication. You literally asked me if I every spoke to someone who spoke English at the home warranty company while laughing along with other dialog. And I didn't tell you that you were racist, I put that in the feedback they requested from me. Which is based off of your comments. Why would I bring it up if it weren't true when I plenty of other things I could bring up from this horrible experience?
I didn't not say I had dog poop all over my home, I said my dog was very sick throwing up and I had no water to help clean it up. (Who wouldn't want to be able to thoroughly clean their home in that situation.) I also said I could not shower because, again, I have had no water for 5 days but go ahead and make fun of my dog and myself for a situation that is out of our control. I never stated that everything in my home is dirty because it's not. That is your summation and assumption off of my dog being sick. Most people would have some kind of empathy and compassion, let alone care or concern.
Also, please reread my post and note where I say according to my home warranty company on the $1100. Which I'm left to believe because they have more credibility than you by far. I absolutely don't believe you and your staff after catching you in multiple lies (much like your response to my review.) For the record, I DON'T want to work with your company and I'm not sure why you think I do. Please keep your sarcastic fantastic comments to yourself because no one is buying it after all of these negative reviews.
If you've been doing this for 25 years since you were 15, I'd think you'd have more positive reviews since this yelp app was created in 2004.