tankless water heater, new basement plumbing rough-in
Did my research, company sounded good. Great reviews on this site. Had them over for an estimate and got a price for the job. Not too bad. Plan was to put in a tankless water heater, and on that visit, get them to mark where on the basement floor to jackhammer up (I was going to do this myself to save some $$).
First job day comes up, no one comes by. Apparently too many emergencies, plan for next day.
Next day, new hire (great guy) shows up and doesn't really know what to do. Plan for a week later. Ugh.
Job day. Finally. Guys are rushed. Work itself is good, but they left the old hot water tank in the backyard despite saying they'd take it away. Commented at the time they were leaving that it smelled like gas. Told it was because they bled the line and that it will go away, call if it doesn't. Open all the windows, wait. Also told that they didn't have time to mark where to jackhammer.
Still smelled a bit come evening but definitely better. Got a few hours sleep, woke up at 5AM feeling awful (headache, dizzy). Go down to the tank and do my own soap test (they apparently did their own). Bubbles galore. Call at 5AM and am told it will cost $150 to get a technician out. Frustrated, I just say "get someone here asap". 7AM rolls around, I'm walking around outside waiting. No one showing up yet. Call the office. They hadn't dispatched anyone. Guy from job the previous day (great guy) comes over and fixes the leak. I soap test it, looks ok. Worker hauled old hot water tank away in his own truck after getting upset that it wasn't already gone. Thank you!
Go away for a week. Come home to a house full of gas. Soap test again. Bubbles. Call them - they come first call and quickly this time.
Told to make appointment for the rough-in. Told that I should just rent a jackhammer for the day and that it won't be a problem. Today is job day. Worker over this morning, draws some lines on the ground and says "jackhammer here and here... Might need to do more later, but let's start with that. I'll call you in a bit to see how things are going. Going to take a few calls and come back later". That was 9AM. Finished my part by 10AM. Waiting... 2PM. Call the office - "oh, he's too busy... can he come tomorrow". Told the office that he needs to stop by tonight since I have to return the hammer in the AM or I'm out more cash for the rental. He never showed up.
The people i've dealt with are all nice, but holy crap they can't keep things together. I would not recommend these guys to anyone because while they do some reasonable work *eventually*, the frustration is just not worth it. Maybe they're too busy for their workload. I don't know. Really nice people, but I'm just a little disappointed.
- Approximate cost of services:
- $8,000.00
- Company Response
Dear "G"
First of all, allow me to apologize for the less than satisfactory experience you've had with us. I do appreciate you taking the time to give us your feedback and although the job is complete (finally) OUR job of making sure you're a happy customer is clearly not! As of right now, our office is going through paperwork to see if we can reach you to discuss your situation, but your anonymity is preventing a timely response. If you could call in to the office (403 216 8439), the Customer Service Manager Jesse would be more than happy to help you work through this and come to a resolution!
At the end of the day, it certainly sounds like it was a trying job, but we'd love to get the entire story and do a bit of research on our own, just to find out how such miscommunication happened. Fortunately, this is NOT the norm, otherwise there would be far more comments such as this on our page (a friendly reminder to those who say we pad this site with good reviews! We don't; Our many satisfied customers do that for us! We also do not censor our review boards in any way [I don't think you can?] and this review is proof of that!)
It should also be noted that afterhours work for every job, regardless of the situation or warranty, does require an afterhours Travel and Dispatch fee due to the limited resources of on call technicians. This is clearly stated on the invoice, as well as by on call staff. Regular business hours are Monday - Friday, 08:00 AM - 06:00 PM. Had our technician been dispatched earlier than 8:00 AM, it still would have fallen under the afterhours travel and dispatch fee we wanted to help you avoid.
Now, that being said, we are closely and carefully reviewing and revising our policies, to ensure that this does apply to any emergency situations. I do apologize for that sincerely.
Again, I apologize for the service you've received, there is no excuse for the workmanship or the scheduling and if you'll call in to the Office with your full name and address (to locate you in our customer database), I'm confident we will be able to help with the situation.
G, thank you again for your input, I hope we're able to track you down in our files and make this right for you and alleviate your disappointment; let me assure you this is certainly not the norm.