APW Plumbing, Heating & Cooling

Trey C.

Needed my hot water tank replaced recently and they quoted the 40 gallon electric tank would run $1,127 alone. My home warranty would cover the tank itself, but I needed the APW filter, a new pressure valve, a condenser tank, a water softener (which they quoted 2, at $2,995 & $3,995), and also, my warranty would cover the replacement of the toilet flapper the needed replaced, which he said was $52.
My total came out to $5,500+. They told me they'd finance me for 120 months. Bottom line, they are extremely over priced, and you're almost guaranteed to need something to get into code.
I cancelled everything, went and bought a 50 gallon tank, all the items needed to replace it, a brand new washer and dryer set with warranty for $1,700.

Ronald B.

I had APW come out to evaluate leaking shower faucet. The cause was determined and found out part had to be ordered since it was not in stock. After trying several times to put faucet back to where we started with a very very slow leak the leak became worse. Several attempts to fix it and he finally thought it was fixed. He left and I was billed 125$ which I paid. The shower slowly overnight began to leak more. Before it was a slow leak that I noticed only by wet grout around shower that was going on few weeks never getting worse. Now I had major leak I called the next day and was told no plumber on Saturday available. I went to hardware store and capped off shower head to stop leak and was told that someone would call me Monday. No word from them all week. Very frustrated with service. I was billed $125 to make leak worse and no response from them. I ordered replacement part from kohler directly at no cost(great customer service there) and may fix it myself since they told me it would be another 125$ to come out and replace Wow.

Jason F.

Doing business w/ APW is bad for you

I have an Ionics water filter.

APW told my wife that they ""are the only game in town.""
I say this because I've seen many other reviews that say the
same thing. That is a lie. I called Puronics at (844) 707-8507,
and they were more than happy to refer me to someone else. I
strongly recommend that if you are reading this, that you call
that number, and find another company.

I read online that it shouldn't cost more than $265 to have
the crystals replaced in it. APW charges me $305. The technician
that just came out told me that the valve needs to be replaced.
After my wife came home, she told me they just replaced it in
2010. They quoted me $365 for the replacement, and said that
it's covered by warranty, but that's my cost. He stated that
the valve needs to be replaced every so often, and the age of it
is why it needs to be replaced. He also left the unit in
bypass mode, and told me that if I put it in service mode that
it would ""blow up,"" because ""there's chunks in there."" After
contacting a representative from another company, I found out
that this isn't the case. He told me the worst that would
happen, is it would leak water. Sounds like a scare tactic
to me. I called APW back about the prior replacement, and the
technician told me that the valve went bad because the pipe
isn't grounded.

Also, in 2010, the technician told my wife that the valve went
bad because she wasn't using the solar salt. That is also not
true. This water filter will take any kind of salt, except for
rock salt.

So I went to the basement, and the pipes are grounded. I called
APW back, and spoke with Ashley. She told me that they have
to test the system for iron to see if the ground is bad, and
that they can't diagnose that over the phone. I told Ashley
that he did in fact diagnose it over the phone, and she
immediately claimed that it was our lack of maintenance that
caused the valve to go bad.

APW told my wife long ago that they call us to schedule the
appointments, and we don't call them. Ashley would not listen
to me when I tried to tell her that, and has steamrollered me
ever since about how it is our fault. After doing some research
online, I see that for 2 people in the house, the filter only
needs to be done every 3-5 years. Also, APW put a sticker on
the side of my filter in 2002. On that sticker, it states the
filter was done in 12/2002, next scheduled date is 12/2005. It
was done again in 11/2005, and scheduled again for 11/2007.
That sticker was filled out by their employees. That doesn't
sound like a lack of maintenance on our part to me. I also
noticed that after 2007, they quit filling the sticker out
as well.

After several requests to speak to her manager, Ashley offered
to take $100 off of the replacement. I told her that's not good
enough, and I'd like to speak to her manager. She then offered
to do the work for $177.50. I told her again that I'd like to
speak to her manager. After about a dozen phone calls, and
almost 2 months later, I have not been able to get her
manager, Keith, on the line. Ashley did put me through to leave
a voice mail for him, but his mail box was conveniently full.
I have told Ashley that I'd be willing to pay what they pay for
the valve, and that is it. I requested an invoice showing their
cost. Ashley stated that that would be very irregular, and nobody
does that. Do you think they would hesitate to prove the cost to
me if the $177.50 is really what it cost them? I doubt it. At this
point, I hold little hope that Keith will ever call me back. I
told Ashley I was going to file this complaint online. Ashley's
response was that threatening them is not good for a business
relationship. I wonder if she thinks their scare tactics
and misinformation are good for our relationship???

At this point, I think I'd rather pay someone else full price
then to ever let APW back in my home again. I strongly
recommend that you don't do business with APW. Clearly they
are not willing to take responsibility for this valve. It
didn't go bad because of a lack of maintenance, and I don't think
me wanting to discuss the situation with them is being unreasonable.

I also don't think I should have to do the amount of research I've
done to double check what they are telling me. They have lied to me
and my wife time and time again. Shame on you APW! Oh, and Ashley,
you really need to work on your listening skills, and quit interrupting
your customers when they are trying to speak. I refuse to speak over
her or anyone. I'll just take the conversation to a different forum
if I'm not being heard.

Jason

Kathleen W.

Really disappointed in this company. Although the gals are very polite and seemingly helpful, the actual results in work attempted are very unreliable and extremely slow. No one should wait days, have service time changed because they ordered the wrong replacement. My time is a valuable as theirs. Not one offer of compensation. Calling my warranty company to have them removed as a service provider.

Abigail M.

Very helpful and knowledgeable employees from the customer service tech to the technicians that come out to the home. I will definitely be using the company again.

Mindy N.

Extremely polite and courteous customer service. Answered all of my questions promptly. I had no issues!

Rachel N.

This is hands down the worst customer service I have ever received. I called the company when I noticed my system was struggling, they came to look at it, charged me hundreds of dollars and said nothing was wrong with it. A week later I come home to a 90 degree house and a totally broken machine. They won't even schedule me to come back to take another look at it for 6 days!! I don't have anywhere to go, it's 102 degrees out and this company has no compassion or sense of responsibility for their own failure to fix the issue in the first place! I'm disgusted with this company.

Janice N.

My rating for APW Plumbing, Heating, & Cooling company is a big ""0"".
In Nov. 2015 I responded to their radio ad by making an appointment for them to come out talk about a recirculating pump. My nightmare, unbeknownst to me at the time, started on Nov. 18, 2015, when Jason Vanderpool sold me a Grundfos 40 gal. recirculating pump, which was added to my hot water tank, and a thermal by-pass to be placed under my master bedroom/bath faucet.
It is now June 13, 2016 and I am still trying to get them to do the right thing and remove the Grundfos hot water pump from my hot water heater, which has never worked right since day one, Nov. 21, 2015, the day after it was installed. When I took my shower the water was either was steaming hot and burned my skin so I moved the dial about 1/8th inch or less to the right and it was freezing cold. To get the water to warm, the way I like my shower to be, it took 10 minutes of running water down the drain. I bought the unit because I was running cold water down the drain to get it to the right temperature, now I'm running hot water down the drain, at a higher cost to me.
The next morning I had the same problem so I called APW to report that it wasn't working right and that I didn't want it as it was.
On Dec. 17, 2015 Steve a service tech. from APW came out and checked out the recirculating pump and he told me that it was fine that my hot water heater needed cleaned because it was old, but he couldn't tell me how old because it didn't have a date on it. I later found out that all plumbers could read the code on the label of hot water heaters and figure out the date it was manufactured, I am no plumber but figured out the date it was manufactured to be 1997, but it would have been installed in 1998 as that's when the house was built.
Instead of being honest he told me that the PSI pressure was 110 (I had city and another plumber check pressure, it was in normal range) and that it could cause serious problems, possibly causing an explosion of the water heater thus flooding my finished basement which would cost me thousands of $ and insurance companies wouldn't pay for the claim because of flooding and black mold.
He advised me to buy a new water heater. I asked for information on a tankless hot water heater vs. a traditional gas heater and the cost. I had my adult son sit with me for the sales presentation, Steve gave my son the same prognosis for the dangers of keeping my existing water heater, the threat of serious problems concerned him also.
I told Steve that I wanted to wait until Monday to make a final decision about the purchase of either a regular gas hot water heater or the tankless one we discussed, but he said that with the holidays coming up that I needed to get the paperwork started to see if I could qualify for the loan so they could go ahead and schedule the work to be done during the holiday month, he told me that nothing would be final on the sale of the tankless water heater until I confirmed the purchase, so I signed the necessary papers and talked to Ashley at APW and answered questions for what I thought was prequalification for a loan. The water heater was to be installed the 18th unless I decided not to purchase it, which I did at 7:30 a.m. by calling the APW office the morning of the 18th. I told Ashley that I wanted to cancel the installation of the tankless water heater and she said only Steve could help me that he would have to cancel and he would call me back after he was done with a customer. He never called back so I called again, first I was told that Steve was with another customer leading me to think he was in the office and he'd call me right back, which he didn't, then when I called back again I was told by Alex that Steve was on the phone with Ashley from the field, again I was told he would return my call, which he didn't. I finally was able to talk with Steve, he told me that the installer was on his way, I said call his cell phone and stop him, I don't want the heater. Of course he argued with me trying to talk me out of my decision, I got frustrated with him and told him to cancel everything, which included a $94.50 charge for servicing my A/C in the spring.
Later I get a loan agreement from GreenSky Credit Corp. for $6441.00, the charge for the tankless water heater which had been placed with them the 18th of Dec. It took me until Jan. 6, 2016 to get a credit on my account. Now, I'm fighting the recirculating pump issue, an $825 mistake. Is this nightmare ever going to end?

Charley G.

If you enjoy getting phone calls every 2 weeks to a month from a company trying to sell you their service, then this company is for you. I have asked 6 times now for them to remove me from there system with no luck. When I ask for a manager they are always busy but promise to call me back. I'm still waiting. Good customer service is out the window and they will tell you anything to make you happy, but very poor follow thru. Consumer Beware.

Jamie B.

I am so incredibly disappointed in APW. A technician installed a garbage disposal incorrectly, causing our dishwasher to flood our kitchen, into the living room carpet and soaked through the carpet down into the basement. While they did send a technician out immediately who admitted he messed up and fixed the problem....NO ONE offered to do anything about the water damage. I had to beg and plead and it still took SIX days before they would approve a clean up company to come properly clean up the mess. EVEN then APW would NOT pay for ALL of the damage, only a partial amount. OWN up APW and when you make a mistake, FIX IT AND MAKE IT RIGHT!!!!! If you're looking for a honest company who cares about their customers...look elsewhere!