Plumbing Express and Utility

In the middle of the COVID-19 crisis I had a plumbing emergency that I had tried to repair myself for three days. I finally decided I needed professional help and left a message. Stephan called right back and said he'd be at my house in 30 minutes. Now that's what I call excellent customer service!

Stephan came out the same afternoon we called to examine some shoddy work that was done by Rick's plumbing. He was able to determine that the PRV that had been installed was backwards (Rick's plumbing had been out three times, and had replaced the valve twice without figuring this out...). Stephan went to work right away, got the PRV turned around, and tightened some other joints that were leaking and loose from the work Rick's plumbing did. He was fast, professional, and fair. I would recommend them and will be calling them with future plumbing concerns.

Stephan was hired to do all of our plumbing and septic on our new build. He came across as very knowledgable and friendly. To start. But over time (and after most payments were made), he stopped answering our calls (voicemail was full), did not respond to text messages and when we did reach him, lied about when he would come to finish. He eventually showed up without letting us know he was coming, on a sunday morning and demanded final payment. When I told him we had to hire someone else to finish and/or fix his mistakes, he threatened to put a lien on our home. This is on a project he made a lot of money from, and was not only incomplete, but we had to correct several large mistakes (including making 6 holes in our finished drywall to find the problems). Whatever you do, do not be fooled by his charm. We are STILL finding things that were done wrong and still hiring other plumbers to fix these mistakes.

I've used this business previously with no problem.  This time, I'm afraid it's been quite different.  I called Plumbing Express LLC, because our hot water recirculating unit was not working properly.  Stacy came out and stated we needed a new unit.  I inquired what the cost would be, and she didn't know.  She went to a local big box hardware store to pick up a new unit and called to say they had one.  She asked if I wanted her to get one.  I inquired about total price, with installation and she estimated $300.  Once the product was installed, the amount then became $455.  I spoke with Stephan Williams, the owner, and told him I was not willing to pay that kind of mark-up on the product.  He said that as a small business owner, he needed to have that kind of mark-up.  I told him that was not what I was quoted, and I would not pay it.  He brought the price down to $375.  THEN, the new product did not work, and some of our lights on the same breaker went out simultaneously with installation!  We had an electrician out to verify nothing was wrong with the outlet or our electricity in general.  Since then, I've called Plumbing Express LLC repeatedly and have left a plethora of messages with staff and on voice mail requesting a new unit be installed.  I have handled myself cordially and patiently.  It has been WEEKS, and NO RESPONSE from Stephan Williams to have a new unit installed.  I am in the process of checking with the NM Licensing Board and intend to file a formal complaint if this situation is not rectified immediately, and I am taking other legal measures to handle this problem.  I wish it had not come to this.  Extremely frustrating experience, and I'm afraid I can no longer recommend this business at all.

Alexa is the worst customer service representative I've ever had to deal with. She was unable to hear my frustrations about her having her tech turn off my cooling WITHOUT any authorization and would yell at me and hung up on me twice! Despite me telling her I recorded these conversations, she claims she never hung up. I would LOVE to have the owner/boss of this business contact me to have these recordings sent over.

Stephan was great - showed up right on time, was fast, fair and fix the toilet! Cleaned up well too. Would use again and highly recommend.