Austin Plumbing, Heating and Air

We used to belong to the Austin maintenance program and when that didn't make financial sense to us anymore we went in a different direction. That said, a couple years later after being stuck in a bind with furnace needing attention, and a competitor no-show, I called Austin past 5pm, thinking that at best I'd get a call in the morning and left a message. ERIC IS AWESOME. Eric called me a few minutes later and advised me on some things I could check--I resolved it after that call with Eric who was incredibly helpful. Austin now has us back as a customer for any future needs--thanks to Eric being awesome.

Brutal customer service.  I was scheduled for a job on a Friday between 12-2.  They called Friday morning and said that the previous job was taking too long and that they may be late or would perhaps reschedule.  They ended up calling back later in the day and had to reschedule...for FOUR DAYS later (Tuesday).  I completely understand that stuff happens and that my plumbing issues may be smaller in nature to another customer's emergency.  What I cannot accept is that they would have still insisted on charging me the $70 service charge.  I would have had to take two days off of work for them to fix a leaky faucet if I went with this company.  I complained to them and indicated that the service charge should be waived as they clearly would have inconvenienced me twice.  Mary Ellen (office staff) stood behind the company line and would not budge.  Later, the manager called me.  While he was pleasant on the phone, he did not budge on this policy either.  $70 seems like a small price to pay to earn the respect and devotion for a good customer base.

I am one of those unfortunate homeowners that has roots in my sewer line and my drain backed up in my basement because of this.  We have heard Austin Plumbing and their $189 price to clean out the sewer. They came out on a Tuesday and the $189 became $377 after the $69.95 service fee and an extra $119 to use the camera. The hour of cleaning for $189 isn't even a full hour because they spend part of the time using the camera.  The price wasn't even my biggest issue with the company.  The BIG ISSUE is that on that Saturday (4 DAYS LATER) I used my washer for the first time and the water instantly started backing up in my basement.  I called the company and the lady we talked to informed us they had no guarantee for their work (which I would have understood if it was more that 4 days after their work) and they wouldn't come until the next Tuesday and I would have to pay full price for the cleaning.  When we asked if they would at least take off the $69.95 service charge since they were just there 4 days ago the lady said no she wasn't authorized to do that.  I ended up calling a different company that informed me I had a complete blockage in 2 different spots which makes me wonder what Austin Plumbing did 4 days earlier.  I am very disappointed that this company doesn't stand behind their work and has no remorse about the fact they didn't properly do the job.

I had water in my basement and called APC.  Plumber came.  Looked at sump pump. Water was coming in at base where concrete block meets floor.  We checked a window that had been recently repaired and it was dry.  Plumber tested pump without the float and pump ran on it's own.  Plumber did not test the float.  Plumber did not go outside and look for anything that would cause the water to come inside.  Plumber said float was bad and did I want to replace it.  I'm not a plumber so I said yes assuming he knew what he was doing.  Plumber also looked at my 2nd pump and said it was illegally capped and should be sealed and capped.  Said I could do service call with a deposit.  Again... I'm not a plumber... so I set up 2nd service call.

I went out of town for 4 days to come back to more water in basement same as last time.  Call to have someone come out and see what's going on.  2nd plumber says not a problem with that pump. I ask about the water level (which was same water level as when first plumber came).  2nd plumber says it's supposed to be like that.  We run a hose to the cistern and fill it to test the FLOAT, it works. I  say - well what if the last float wasn't broken because that guy didn't test that.  2nd plumber says nothing.  Then goes to 2nd pump.  Sees my service order and says you can't seal and cap it. There is no vent. That will make for even worse problems.  2nd plumber also goes outside and checks a bunch of things and suggests it is an outside issue after evidence of excessive water on my deck box which shouldn't be but is a sign my gutter overflowed.

I get an email and confirm the cancel of the scheduled visit to seal and cap and they give me my $100 deposit back. But when I state I don't believe the float was broken to begin with and their plumber did not properly test the float, just said because the pump works it must be the float.  That first call was $479.  $70 trip charge and the rest was parts and labor.  I asked for a refund on the labor.  I gt an email back stating they have photos of the water level above the drain tile. I ask for those pictures (because I know they don't have them) and I get ghosted until I call customer service and get cut off and am not even allowed to go through the whole situation.  She rather rudely states she will have someone get back to me.

I get an email with 2 photos. No date/time stamps on them with mark ups on them saying see - the water level was here.  Sure - it would have been after we filled it with a hose.  Or because the water markings are because the house is 60 years old and the pump and cistern have been there forever.  I only get the response after I call customer service.  

I email back saying the pictures show nothing and prove nothing and I would think that they would be more interested in retaining a long standing customer that has referred them other customers than debating this.  I was asking for the labor charge back which was possibly $200-$250.  I have yet to receive a response on my last email and I doubt I will and I doubt I will get a refund.  I know for a fact I will never call them again and if anyone asks me for a reference on a plumber not only will i not refer Austin Plumbing - I will flat out state DO NOT use them.  I'm very disastisfied with my experiencewith them.

$472 to fix a plugged drain hose....

They found the problem and fixed it, but their pricing is TERRIBLE.  My wife's friend had the drain plug and backup. She called an emergency plumber and he came and fixed it (I have no issues with the quality of the technicians).  I called the office to question the bill ($149 service call charge, $119 for a drip pan, $204 for a new drain line). They explained to me that their charges are fixed... as in, even though the drain line was 6' of tubing and maybe 5 minutes to install, its $204 no matter how simple or complex the job...  same with the drip pan...

Bottom line, don't call them unless you have the worst possible situation to fix, because that's what they're charging you for.

Jasen from Austin Plumbing tackled the situation right away this morning and told me of the problems with drains linking up with kitchen drains and poured on a slab (we are those unlucky people with no basement! Feel my pain for lack of storage!!) He ran cable trough, hot water with a hose to flush it amongst other correctors. He also suggested using once a month BIO CLEAN Enzymes for drains which I will do faithfully every month. Having 2 cats there is a tendency for cat litter/hair to make its way into household pipes along with everyday grease, hair and particles. We usually had to have this done every few years but hopefully with Austin Plumbing's thorough 'investigation' and corrections and the use of BIO CLEAN, our plumbing problems are over for awhile! Thanks Jasen and the Austin Plumbing crew! Pleasant to work with!

Fast response, good work, and I complimented the guy on how nice it looked, but CRAZY EXPENSIVE. Definitely got gouged on price for a Saturday emergency repair. So the owner (Tom) calls me in response to my review and get's all bent out of shape and literally cusses me out.   Sorry, but $2400 to replace a well pressure tank is ridiculous. It should have been $1800, and yes I priced the parts, added 50% markup, 4 hours labor @ $225 plus $200 house call. Yes, I paid it instead of just doing it myself because I had a house full of people over. I don't mind paying a fair price for work, I just don't like being taken advantage of. My son is Plumbing Engineer and wife a Construction Project Manager, and both could not believe the price.

I had Jim come over to replace garbage disposal. Did an excellent job. Very professional.He was very knowledgeable, friendly and patient. Would highly recommend.

Extremely over priced and not helpful at all.  Jumped to worst case scenario and gave an estimate of $5200 to replace a jet pump and pressure tank.  A well drilling company came out to give us an estimate on digging a new well and suggested we check out the capacitor.  We were able to do that on our own and currently it has fixed the problem.  Both well drilling company representatives that came out commented on how ridiculously high Austin's estimate was to replace those two things. Not only that but they charge you $149 to come out and assess your situation.  They do not credit it towards your service even if you go with them to do the work.  My advice would be to get a second estimate before you have them do any service.  I called and talked to someone today to voice my disappointment and all I received were lame excuses.  I very rarely leave a review on anything but this is just ridiculous and in my mind highway robbery. BUYER BEWARE.

Please don't ever use Austin plumbing!!!
Jason/Jay was extremely rude and didn't even know what he was doing. He pulled out the pump grinder and said it needed to be replaced for $9000.00. I said that I was going to get another quote. Jason called me a Karen saying I don't know what I was talking about. Jason/jay left the pump grinder out in the basement and left with no guidance that the sewage could overflow. Then we were charged $900.00 for Austin plumbing work that did nothing but cause more problems. I called the company and they didn't care

I was very pleased with Austin Plumbing, Heating's service. My basement drain had backed up with 2 inches of water. I called and with in 1 hour they had someone to my house. I thought I needed the pipe cleared but they found the sump pump went bad and got it fixed immediately. The service person turned on the new sump pump and the basement drained with in a couple of minutes. If I called rotor rooter, it would have taken a couple of days and would have been the wrong issue.

I Contacted Austin Plumbing as they stated they are a Rheem Hot water heater repair/replace company on their website.  On the phone I was told the service call would be $74.( A service call tells me I will be issued a service, look at my hot water heater and tell me what is wrong with it.).  I was not told this cost only covers someone to drive to our house.  Once the tech comes through the door into the house he didn't tell me nor was I told on the phone we would be charged to actually have him look at the unit, Seriously !!!!

Their site also states they issue a free Safety Inspection with every visit. Guess what, that didn't happen.

After time spent with the tech we were given a quote for a new unit.  I almost fell off my shoes! $5,069.45!  It gets better... Only by me asking for a breakdown on material and labor costs which was never provided ( it was a lumped together price), did I find out they would not be installing a Rheem!  It was like pulling teeth to find out the brand they would use, I was told Bradford White (Never heard of it).  After telling the Tech I want Rheem and that is the reason I contacted their company as they stated they are a Rheem rep, he still wouldn't quote me a Rheem tank he proceeded to bad mouth the manufacturer saying they have been having problems lately and still wouldn't quote me Rheem - who does this!  Seems like an extremely shady company!  

The day after this visit this Non-service Call was still bothering me as I felt riped off!  I had to pay $74. for nothing! I called the company and spoke to a Manager, typical conversation you would expect to hear, you were told this, you were told that, we do this blah, blah, blah.  I said funny you were not on the phone call with me nor were you here at my home participating in any of the conversation.  I told him your company is representing itself in a shady untrusting manor.  Reminds me of hook em and reel em in with out the complete picture.  Let the customer know all the info up front and let the customer make their own decision what they want not you making it for them.  We pay the bill.

I asked for Austin Plumbing to tear up my check as they didn't do any service, no free safety inspection and didn't quote me a Rheem hot water heater.  Well you probably know how that went, they didn't tear up my check nor did they refund me at least half of my money I asked for.

Hopfully sharing my bad experience protects others to not be taken advantage of by this company. Thanks for listening.