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Plumber reviews in Ramseur

  • F
    First American Home Buyers Protection Corporation
    A horrible experience, and unfortunately not the first one - which is why this review is being written.
    Our gas water heater started leaking badly on Friday, which we discovered when we arrived home from work. We called the company to get the process started and were told that since it was the weekend, it may take up to 48 hours to locate a contracted service provider. We had not heard back from them by Monday afternoon, so we called back and were told they were in the process of setting up the service call and they would call back.  At that time we were given an alternate number that was supposed to be more direct, as well as an extension number that would allow us to keep talking to the same person, rather than having to explain everything every time we called. They did not call back.
    I called back on Tuesday, and discovered that the number and extension was useless - we still got dumped into the phone tree and ended up with whatever random person answered the phone. I was told they were having difficulty finding a plumber. Knowing that our local natural gas company installed gas water heaters, I called them to see if they'd be willing to work with our home warranty company. They told me they do that all the time, and they sent a technician out for free to verify that we had everything turned off the way it should be. The technician gave me the direct phone number and contact name to set up the service. I called the home warranty company and gave them the information. I was told they would call the gas company and set it up. The warranty company told me they would call back no later than the next morning with the information regarding our appointment. They had not called by noon the next day, so I called back.
    I was told on Wednesday that I had agreed to find my own plumber and let the warranty company reimburse us. This was, simply put, a boldfaced lie. In fact I had specifically stated that I was not interested in that resolution because of the trouble we'd had before Christmas in getting our furnace serviced. In that situation, it took nearly two weeks (two very cold weeks) for them to eventually decide that they couldn't find a technician in our area and to suggest the reimbursement route. We did that, and submitted the reimbursement request. The check took twice as long to arrive as we were told it would, and it was made out with the first name incorrect which meant we could not actually cash it. It took two days of phone calls to get t he warranty company to send a new check with the correct name, and then two more weeks of waiting for it to arrive.  This was particularly frustrating for two reasons: first, it was just before Christmas, and we needed that money for other things, and second, they'd successfully sent a technician to handle our furnace and our AC twice before. When I asked why they didn't just call that company again, they couldn't provide an answer for that.
    I reiterated that I did not want to have to use reimbursement, in particular because the entire reason we are paying for a home warranty is so we don't have to worry about having cash on hand in the case of an emergency like this, and at the moment we don't have the cash on hand. I asked whether or not they'd called our gas company about taking this job, and was told they had called but that it "didn't work out," so contract services was "working on it." I was told again that they would call me within 24 hours.
    This morning, after 25 hours had passed, I called back and was told they'd found a plumber. They gave me the name of the company, the phone number, and the work order number and told me that all I needed to do was call the number and get on the schedule, and they'd replace my water heater either today or tomorrow.
    I called the number - and was told point-blank that the company (located in Raleigh) doesn't service our area, and they weren't sure why the home warranty company stated they did.  I called the home warranty company back, and was told it must be some kind of mistake, and that contract services would call them and straighten in out. In the meantime, I called our gas company to verify that the home warranty company had actually called them about replacing the water heater. If they'd called, there is only one person they would have spoken to (the very nice Susan). She confirmed that the home warranty company had never actually called them, and that if they had they would have been happy to do the removal and installation, and that they work with home warranty companies all the time.
    We are now approaching a week with no hot water, and we still don't have a referral from our home warranty company, despite an average call time of 30-45 minutes (the majority of time on hold). I am now shopping for a new home warranty company, and strongly suggest avoiding this one.
    - Daniel B.
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