This company has done a terrible job with arrival times, communication, and customer service. Seeing as these issues have been going on for a month now, I've lost patience this week. They were out here on June 20th to do an evaluation of my water heater replacement. I agreed with the entire estimate for materials and cost, plus I was impressed with the technician, Anthony.
On the 28th, they arrived an hour and a half late so that meant they timed their arrival to arriving in the middle of a national conference call, which I was on disrupted and rude to the people I was on the call with. Turned out they'd been given the wrong water heater by Lowe's and didn't double check it. The whole installation turned into 7 hour job, extended because of the hour and half it took for them to go get a new water heater. Management questioned Anthony and the other guy staying out here, even suggesting they leave us without a water heater, since going to pick up a new one would take so long. The extended job also meant my boyfriend had to come be at home so I could leave for another event. Then I had to rush home so he could leave. The job just went on. Finally, as they were leaving around 8pm, they showed me new water stains on the ceiling of my bedroom, which had leaked through the attic, during the installation. We spoke about them coming back to touch it up, how they'd need an electrician and additional device which Lowe's left off the order, and we entertained the idea of having them install a ceiling fan if an electrician was going to have to come out.
The next day, I got a quote. Less than $1K for all - adding the floodstop sensor and having a ceiling fan installed. Thought that would be doable. Arranged for them to come back and repaint on the 30th. Offered paint which the previous homeowner had left in my home, although I could not verify it matched. We'd see how it dried. Within the next week, I called to schedule the completion of water heater electrical part installation.
They came out last Thursday the 13th and were late again, although not as late as before thankfully. The electrician was not provided enough information or materials to do the ceiling fan installation. Between the new plumber and electrician estimate for the job, the cost had now expanded to over $1100 and now I was told travel time was included in labor. This was a new cost estimate. Steve and Chad did a good job on the floodstop. Called the next day, Friday the 14th to ask about getting an estimate in writing since costs were ballooning, dispatch wasn't communicating, and every time I tried to get information people were confused, plus nothing was scheduled to fix the paint. I was then blamed for providing the wrong paint.
Today, the electrician arrived, but there was no call ahead, per my request. Turned out he'd need to cut a hole in the ceiling and claimed I'd have to pay to have it restored. I'm sorry, but if you put an extra hole, you should fix it. He and dispatch said Id have to pay for it. I contested that policy and they agreed to cover that. Relief. Then it turned out a switch wouldn't be able to connect with the fan blades after all. More news. Job wrapped up well -- good end result work, but I still had no idea when they'd come repaint my ceiling. Realized 30 minutes after the electrician left that he took the handbook and fan box with him. I called to get those materials back because I never gave permission for them to be removed. Finally received them back over 4 hours later, but apparently the empty box was destroyed. When I expressed upset about this because the hours delay also delayed me leaving town, as they had been aware I need to go see family, they hung up on me. Finally, got an answer on the ceiling restoration when I called back and when I was frustrated at them not verifying they were able to reach my boyfriend for the Monday installation, the dispatch receptionist's response was: you've been rude to everyone and we've left messages for the appropriate person. Nevermind her snappy tone in every convo.
Pardon me. They didn't provide info for me or their techs (they were very upset and distressed on the job because of this), underestimated costs, were not prepared with the right materials, and did not manage their time well. Any time I was confused and worried, they'd chastise me. How would I not be upset? Never use this company. Never. I love how efficient it is to have electrician, water heater, HVAC, and restoration in one company, but there is too much discord between the departments and apparently dispatches don't understand listening to their customers and providing full notes to their techs.
On top of that, they give their techs mobile tablets to accept pay and the techs hardly know how to use them or the tablets are hardly responsive to the need for the work. It's terribly inefficient.