1st Response Plumbing and Flood Damage Restoration

Bradi Z.

Over 8 Months.
The only positive I can find from my experience with this company is that several of the employees did genuinely try to help ""make it right"" despite being limited in what they could do.

Our initial water damage incident occurred in mid-December 2020. We contracted 1st Response and the owner's ""in-house"" company, 911 Restoration Designs Inc, to handle the whole process from plumbing to rebuild (part of two bathrooms and a portion of single bedroom). After removal of the water damaged material and the plumbing repair, the project was to replace drywall and fixtures, lay two bathroom floors, carpet one room, install a new (prefabricated) acrylic tub/shower combo, and to build one tiled corner shower.

Communication was inconsistent, with changing points-of-contact and long periods of non-response to texts, emails, and phone calls. For certain issues, we never received responses.

The actual repair and remodel work was done and re-done by a series of different employees and subcontractors due, in part, to several functionality and quality issues. We got a lot of back and forth when asking for information about the subcontractors' licenses, misstated costs, and inaccurate change orders.

We had to wait extra time for a custom glass enclosure to be built and installed for our bathroom shower because the subcontractor(s) built it with incorrect dimensions that do not fit prefabricated enclosures, which is also not the size we asked for verbally and in writing.

At this time, we are working to get our new bathtub replaced due to it cracking. Per the tub warranty, all we need is a copy of the purchase receipt. Despite requesting this receipt in writing, via text and email, we still do not have the receipt and it has been well OVER A MONTH since we first requested a copy. I even provided the how-to-contact-home-depot-customer-service instructions so they could request a copy directly if they didn't have a copy on file. But, we have nothing. Thankfully, Kohler is a reputable company and they are helping us work around these contractors to get our bathroom fixed.

We had to seek assistance from our local city building department to retroactively get the permit that the company failed to get prior to doing the work. We also chose to get advice from California's Contractors State License Board at a certain point.

Tony A.

I called the 8585853003 and spoke with a gentlemen who was so rude because i said his name wrong he hung up on me.Second they sent me a bill and keep emailing me that I owe them money so I sent them the receipt which showed I paid 3 times. Now I have a bill with late fees.
One I will not pay them any fees second because you are a small business I will report you on YELP for the horrible client service by the gentleman I called to straighten out tonight that just flat out hung up on me.

I think they do not have a good accounting of who paid and who has not and second for a business person to hang up on a client trying to fix and error is horrible.

The attachment shows bill paid but continue to get calls and emails on payment. Just horrible

Jaz C.

Very unreliable..they dodge your call...9 months later my tiny kitchen is not done. I finally talked them into just letting me find another contractor. They dumped and abandoned the kitchen cabinet that they custom ordered but did not fit; cracked my granite countertop because the handyman that they hired tried to fit it. They borrowed my cupboard door to use as a sample and I never got it back....this is my kitchen to date. Getting a new contractor.

Char D.

Mercer got back to me after several attempts to make an appointment . Would not recommend.

Mike B.

I highly recommend first responder plumbing and flood Restoration!! From the very get-go they were professional on time and the work was done professional!! Great people to communicate with!!

Claudia A.

The shower handle stopped functioning and would not turn off the cold water. They provided a quote which I felt was very expensive, but being in a desperate situation to have the issue fixed ASAP I went ahead with the quote and work order. It was scheduled right away for the very next morning at 8am, come the next morning I didn't hear anything until past 11am that the technician had an emergency and would be running late. Technician arrived a bit later started the job right away. I would assume about half way through the repair tech informs me he accidentally dropped an object and wasn't able to reach the object that had been dropped, and the only way to retrieve it was to make a hole in my first floor ceiling, he explained that there was truly no other way around it and they do not cover the damage or do dry wall repair. So he finished his job, mediocre I would say, handle is very loose, and now I have a hole in my ceiling until I find someone to come and repair it. I was given a $100 discount to help cover the cost of the hole that was made in my ceiling due to the technicians error.

Ryan O.

Overall I was very disappointed I chose this company and I would never use them again or recommend them. I had a rental condo with a leak that formed after I improperly installed a new tub spout. I explained to them in detail through Yelp what the problem was. They were initially very responsive and we set an appointment for 10am the next day. I got a text at 10:30 saying the plumber was running an hour late. I began calling, texting, and sending messages through Yelp but nobody responded. He finally showed up at 12:15, an hour and 45 minutes late. He called to say the walls and baseboards were wet and recommended having their flood team come out to assess the damage. The plumber left to get parts, a copper pipe and a new tub spout, which he didn't have even though I was clear what the problem was. He was gone for so long my tenant called me frustrated that he was having to spend his whole day waiting for this company. So I went over there. The flood people were there and pointed out areas that were damaged. I asked about the cost to fix it and they said they do not give estimates because they can't be sure how bad the problem is. What? Really? I told the flood guys that I was already frustrated with their company because it was after 2:00 and nothing had been done yet, and because I needed to know a price. The plumber showed up and said he would get the pipes fixed, which he did. I then got a call from the company wanting to know more about why I was frustrated. Their only response was that it's normal for appointment times to change and they never give estimates on water damage jobs. Unbelievable. The only reason I gave 2 stars is because the plumber did eventually fix the leak. I would highly recommend staying away from this company!

Eddie R.

Charles showed up quickly, fixed the clog in the main toilet line and everything was finished in a timely manner. He has great customer service. I recommend you call 1st Response Plumbing and Flood Damage for any of your plumbing issues.

Shaun H.

They have been very responsive to respond and checking equipment every day to resolve the water damage we had to our property. Incident happened on Friday afternoon they had plumbers and crew out to begin process right away.

Ebun J.

Adriel Lopez arrived in less than an hour, diagnosed problem, and recommended a repair. He had to go purchase parts to complete repair. Total repair time was less than 2 hours. He was professional, and performed excellent work. A highly skilled and knowledgeable technician, I recommend him for any plumbing job.