"On 9/29 we discovered our water heater had a slow leak. To avoid an emergency call, we waited until 9/30 to call a plumber. We did some consumer reports research & determined a water heater with a 10+yr warranty is best, built better, etc. We had ...more used
in the past and were exceptionally pleased, so we called them again. I NEVER indicated it was urgent. I simply inquired about the cost for a replacement WH. I was told a 40-
6-yr tank would be $825 & a 50-
would be $895. I asked if they had anything with a longer warranty. I was told "
White offers a better anode rod that keeps the tank cleaner & it extends the warranty to 10-years". The cost is $275 more. I told him I would consult with my husband and let him know if that would work for us. I called him back within the hour and said that we'd like to go with the larger tank, and the better rod. I asked him when would they be able to schedule the install. He said they could be there later that day. Since I work from home, I agreed. When the plumber arrived, his brother also showed up with another car and our tank, since they didn't have our tank or the special rod in stock, he had to deliver it. He stayed to assist his brother, but it was clear he didn't have "field experience". Also, the plumber was NOT prepared. I had to provide my own drop cloths, since he'd cleaned out his van and forgotten them. He used some old cardboard in the basement to protect my white carpeting, but later on, I discovered a scratch on the column & wall from the cardboard. He was very polite, and did apologize. Near the end of the install, I was chatting with him, and I asked him about the tank / rod, and he stated there was no rod. That it was just a sticker that he put on the tank. They then "
" the tank with
White. Essentially, what I got was an extended warranty "sticker" and NOT the better rod that would help my tank last longer! Before he left, I talked with his dad (the owner) and tried to explain that they had not provided the anode rod I had asked for. He disagreed, saying he "told me that it was a rip off and not worth it, but I insisted", which is NOT true. The words "extended warranty" were never used. I was expecting a PHYSICALLY different product. NOT a STICKER! WE do not purchase warranties. I was shocked, since if I hadn't chatted with the plumber, I never would have know that I had been deceived! I have also written a letter to the company, requesting that the extra $275 be removed from my bill before I pay, since they did NOT provide me the better product. They have written back stating that he didn't know that
White didn't have a better product. However, when his son picked up the tank & "kit" at the supplier, and discovered that there was no rod, I should have been IMMEDIATELY informed and given the
to cancel the purchase, if desired. Instead, it was kept secret from me. In his letter, he also makes a big case out of how accommodating he was in his busy day, having to send his son from
to the supplier in West
and then to my home in
with the "warranty". However, that is his issue, not mine. I NEVER told him it was urgent. I simply asked when they would be available. He is the one that offered the same day service. He suggests that I call
White to have the warranty explained. However, that is NOT the issue! I understand the warranty. I made the purchase on the understanding that I would be receiving a product with a sturdier / better anode rod that would keep the tank cleaner and make my WH last longer. The cost of the ROD was $275. What I got was a 6-year tank with a $275 sticker. Had I known, I would have continued my research and gone with someone who could provide me with a better tank / product with a 10-12 year warranty. I feel I was RIPPED OFF! This was an epic failure at ALL levels! I am willing to pay for my tank ($895), if they will waive the $275 cost of the "sticker". Since the warranty is already registered with
-White, it can remain intact, in the hopes that the tank does in fact last beyond 6-years, of which I'm not hopeful. I also want to be sure that I receive a
waiver from this company, so that they do not try to "back door" the cost later on. After that, sadly, I will sever ties with them. A shame, since I once nominated them for a page of happiness! Sad how a company can fall so low and treat their customers like this! "
Rated Review by Antoinette S.
"We had originally agreed upon a service date, but they got tied up on a previously scheduled job and came a few days later. Once I had identified where the water leak was coming from I turned off the shut off valve to the dishwasher so the delay in service ...more was not a major issue. They were courteous, efficient and knowledgeable. The have a two man crew and their base charge is $70 per hour. They were on site a little less than an hour. Labor, material and trip charge was approximately $98"
Do Your Research— Join to read ratings and reviews from real customers.
Did you lose a ring, bracelet or earring down the drain? Find out how to retrieve lost jewelry from the kitchen sink, garbage disposal or shower drain.
Angie's List In The Press
Jackson Plumbers Reviews
"He was very polite and got right on the job. He had to replace a hose and the air vent on top
of the sink. He explained and showed me the parts and why they were necessary to replace.
He cleaned up after himself. The dishwasher is working great and if need be I'd have him
back for any plumbing problems I have in the future and suggest his services ...more to family and