Cindy in Calgary

In June, ice cold water was running out of the faucets, I called my electric tank manufacturer & they recommended Son-Rise Plumbing LTD. I spoke to Phyllis at Son-Rise & arranged for a technician to come to my home on last appointment of the day. Alex the technician arrived 20 to 30 minutes later than the 3 hour window I was given. After his inspection, he advised me that nothing was wrong with my electric tank. He stated that when an electric tank overheats the safety mechanism shuts off the tank, therefore, we only needed to press the re-set button. I was charged the dispatch fee $ 72.45 including tax. From June to October no issues. In November, after 1 person showered there was no hot water again; the re-set button would have to be pressed after each shower. I called Phyllis again & she sent out a technician (Patrick), he seemed less experienced then Alex. After his inspection, he advised me to replace the elements but they were not in stock & they would take 3 to 6 weeks to arrive. He then offered a second option, which was to replace the tank but it would be a different tank because my tank was also not in stock. Here are the prices: Option 1. for labour only $504.00 plus tax, as the elements were covered under warranty (elements' cost - $72.00) Option 2. replacing the tank (Bradford White) would cost a total of $1848.00 including labour plus tax. I chose to replace the elements due to finances (single parent). Patrick stated that once the elements arrived, I would get a call from the office. That visit cost me $72.45 for the dispatch fee. After Patrick left, I called the manufacturer. The agent said that the technician should have called them to conduct a test, over the phone, to see if the elements needed replacing, while at my house but he had not. At the time, this did not concern me. The following day, I received a call from J.D. (the owner); he informed me that the quote I received was incorrect & reduced it to $432.00 plus tax. I also asked, if he would waive the dispatch fee when they returned to install the elements & he agreed. I called a week later, to ask Phyllis if she had a better idea of when the elements would arrive? She called me back & stated that they had arrived. I arranged for the elements to be installed the following week on Tuesday, December 4, 2018. Alex returned to install the elements, it took about 2.5 hrs to 3 hrs for a total of $453.60 including tax (labour only with no complications). On December 9, 2018 (Sunday night), I did 1 load of laundry & had my shower, which started off warm but went to ice cold fast. When I went to re-set the tank, I noticed water leaking on the tank! NOT EVEN A WEEK!!! I called the manufacturer down east at 6:30 am, December 10, 2018 & I informed him of everything I have written above. He stated that $453.60 was pricey for replacing elements, as that is usually the charge of labour on replacing of a new tank! He then stated that my tank was also under warranty (no wonder Patrick offered me option 2 with a different tank). I called, Phyllis at 9:45 am & informed her of the water being ice cold again the night before. I stated that I spoke to the manufacturer & the tank was still under warranty, she immediately cut me off with "The tank is itself maybe under warranty but the labour was not!" She also stated that "It was a process of elimination!" Unfortunately, I was on my break at work & could not let her go on schooling me, so I asked politely if she could have J.D. call me back, as I wanted to speak to him before re-placing the tank. She stated that he was out on work orders & may not be able to call me back by the end of day. She then tried to schedule me for another inspection (dispatch fee $72.45). (Why do I need another inspection if the tank is leaking?) I expected J.D. to call me back the next day, before he went out on work orders! As of today, December 21, 2018, I have not heard from Son-Rise Plumbing LTD. I guess they DO NOT value my business and DO NOT guarantee there work!!! I EXPECTED..... TO PAY FOR THE LABOUR ON THE REPLACEMENT OF MY TANK but I was HOPING that they would work with me.... on maybe a credit on some of the work that was already done, ONLY 5 DAYS EARLIER! I DON'T recommend them to anyone and would advise my family, friends and colleagues (who have used them in the past) to "Beware of Son-Rise Plumbing LTD.!!!" THERE WAS DEFINITE NOTICEABLE LEAK ON MY TANK AND SINCE BEEN REPLACED BY ANOTHER COMPANY!!!