We have worked with Hoerner for both plumbing and HVAC issues in past which is what made this situation particularly painful. In short, we needed our toilet repaired and the Hoerner team member came on a Thursday to evaluate and then determined it could not be repaired. They then replaced it on the Friday. On Friday evening, we looked up at our dining room ceiling and saw a water stain that was wet at the time--right under the bathroom that was worked on. I assumed it was just a coincidence and booked a time to have this evaluated by Hoerner. However, over the weekend, it dried out even though we ran our shower and bathtub for over an hour each. They came out the following week and determined that there was no value in opening this up since there was no active leak. Since we have lived in the home for 7 years and the water appeared on the same day of the work, I asked about this but they told me it was just a coincidence. I even talked to the customer service manager who I had enjoyed talking to working through HVAC and plumbing issues--and she explained to me that these coincidences happen even if improbable. All to say, I went from being Hoerner's biggest fan to an ex-customer. I think the moral of the story for me and Hoerner is that they are a great company if all goes well--but the moment it does not, they will not take any responsibility. Just something to keep in mind. Edit--while the thing dried out, this is what we were left with and now will get repaired.
- Approximate cost of services:
- $1,000.00
- Company Response
Hi Stefan,
Thanks for your comments. We of course hope for our customers to have 100% satisfaction with all of the work done through our company.
After you noticed the leak and called us, we came out to examine it and were unable to source the issue of where you saw water because as you stated, the area had dried up and there was no further indication of leakage. The ceiling would have needed to be opened up to do further investigation. This was a courtesy visit and we did not charge you for this investigation. We then received an email that you were going to call the office to follow-up but we never heard back.
Please feel free to call us anytime between 7:30am-5pm so we can get confirmation on how you would like to proceed.
Thanks in advance!
Emma