I give them a poor rating related to communication, professionalism, and my overall experience with them, but let me explain. T & R was assigned to me by my home warranty company for a plumbing issue I was having. I called my home warranty company on a sunday evening and placed a claim with the automated system. I had done this before with a different household issue and everything went smoothly, so I had no reason to think twice about doing it again. T & R never contacted me as a contractor had in the past. I waited until later in the day on the following day, Monday, and then called my home warranty company to report that I had never been contacted. At this time, my warranty company got in contact with T & R and I was given an appointment window for the following day, Tuesday from 9am-1pm. After 1pm when T & R never showed up, I called my home warranty company again. They contacted T & R who stated that a man had called them and reported that our issue had been resolved and that we no longer needed a plumber. I am the homeowner, a female, and while I do have a roommate, she is also female and doesn't deal with homeowner issues and we definitely still needed a plumber. I'm not sure if they had another invoice with a similar address and they canceled ours by mistake or what the issue was, but I did not cancel my appointment and no random man did so on behalf. I tried calling the company (which as far as I can tell is just this guy, Rocky, with a cell phone) and got no answer. I called my warranty company back and was told since it was directly before the holidays, there were a limited number of companies that could provide service on such short notice and that due to the previous conflict, T & R refused to make another appointment to provide service to me. After a whole extra debacle with my warranty company, eventually I had another appointment with T&R for Wednesday between 1pm and 5pm. Again, T & R did not show and did not call to let me know he wasn't coming. I called him and he told me he was running behind and he said he could come but that it would be closer to 8pm. At 8pm he still didn't show up. He stated he was running behind and that he would be able to see us the next day, Christmas Eve, at 9 or 10am. At 10am he did not arrive, and I called him again several times, and he replied with a text message Sorry, busy, call back later. About 10:20 he did return my call and stated that he was not able to answer the phone because he was on the line with my warranty company. He said he would be arriving in about a half hour or 45 mins. An hour later he did arrive. He stood looking at a pipe outside and gave me several reasons why he couldn't fix our problem before even attempting to fix it, stated that it was an issue my HOA would have to resolve because all of the lines to the sewage are all connected, that his lines would not be long enough, etc... I am not a plumber, obviously, but no one else had report an issue in the HOA or had plumbers at their home, so NO, this was not an issue for the HOA. Eventually he did run a line down the pipe outside and pulled out what was creating the problem. The night before he came out we noticed water damage on the ceiling in our living room, directly below the bathroom. I showed it to him, sure that since I had not had plumbing issues up until this point, that the house being backed up had created this problem and he guaranteed me that this was a separate issue and that I would have to call my warranty company back and create a separate claim. Again, I am not a plumber, but it seems like 2 separate plumbing issues at the same time is highly unlikely. So to recap, I spent 5 days unable to shower, use as sink, do dishes, or wash laundry waiting on this guy to keep his appointment or at least communicate that he wasn't able to do so. It was not like it was just a clogged toilet, I was having to go to my gym to shower to get ready for work. If I had a regular 9-5 job I would have missed 3 days of work waiting for this company to do what they said they were going to do. To top everything off, when I went to pay, conveniently, his credit card machine was broken until the 7th of January, so I had to write a check, which was extremely inconvenient, as most people use credit cards for just such emergencies when they experience an unexpected problem like this. I called that day and placed another claim with my warranty company to have the leak that is damaging the ceiling looked at and I even gave the benefit of the doubt, since it was a holiday and a weekend and I had some traveling to do myself, and today is wednesday, almost a week later, and I contacted my warranty company to see why a contractor had never contacted me and what do you know, it was supposed to have been T & R. I demanded a different company be assigned to me. I would not do business with this company (and I am being generous with that term) again.
