Bryan S Matthews Plumbing & Heating

Robert L.

$844 ""standard price"" to replace a toilet with a $98 home depot bare bones type toilet. This was after Tim, the tech who called me when he was onsite, quoted a price of $525. Need I say any more? Yes, I do. This service experience was so bad it created tension with my property manager, who the tech ""dumped"" the problem onto when it seemed as if Tim the tech was dispatched to a more profitable job, leaving my property manager to fix things after Tim told me my property manager was ""qualified"" to fix the problem. My property manager ran into issues when trying to fix the problem, and eventually Pine State agreed to come back and complete the job, but not after I wasted valuable time during precious work hours where I had to be in problem resolution mode on a plumbing matter vs. doing my daytime job. Isn't that why one pays a professional to do - to resolve a problem?

I have never written any type of online review until now. I am a long distance landlord and I appreciate good service, and expect to pay above average market rates for quality work when combined with good customer service. I was a fan of Pine State, until now. I felt like I was taken advantage of: 1) being a long distance landlord, and 2) can't help but wonder if Pine State is one of the companies that has engaged in alleged price gouging during the COVID19 pandemic. In a professional manner I raised my issue - which was the service experience (NOT the pricing) with the company. Eventually one of the owners, Lee Nicely, exchanged emails with me. I was surprised at his response. For a company that charges extremely high rates, I was amazed at his apparent lack of concern over a customer's dismal experience. Even worse, he made me feel like the purpose of my inquiry was to negotiate a discount. I wasn't even thinking about that until he brought it up. When he offered a ""discount"" to, eventually $611, naturally I didn't disagree. The owner took the employees side, didn't believe my side of the story, and of course in the process made me feel like my business wasn't appreciated. This is a shame because up until now I have had very good service. This entire experience has made me question about the management of this company-primarily the motives of mamangemen. In reflection, I think my biggest disappointment is the way the owner didn't really seem to care about the service experience. It felt like he was clearing his inbox of yet one more task. Oh, and by the way, I also paid duplicate fees - I paid my property manager for his time, and also for the purchase of a toilet. If interested, read below for my property manager's account of what happened.

Property Manager's Account of what happened:
1. At your request I picked up an American Standard toilet at Home Depot and delivered it to xxxxx Street.
2. I left toilet and left to work for another client
3. I received a call from you requesting that I return to Bolton Street as you had concern about what the teck from the pluming company was reporting to you.
4. When I arrived the teck was on the first floor and wanted to show me the water damage from the leaking toilet. For reasons unknown to me, he was more concerned about the damage to the kitchen ceiling.
5. We both then went up stairs to the bathroom and he stated that the toilet I had delivered was (CRACKED).
7. I looked at the toilet and only observed that the toilet was CHIPED, NOT CRACKED.
8. I told the teck that I would return the toilet and pick up new one and return.
9. The teck advised that he had other appointment and asked me if I was able to install the toilet.
10 I advised the teck that I would install it as he did not seem to be interested in doing it Again he wanted to show me the damage to the kitchen ceiling.
11. The teck then returned and removed the toilet that he had installed.
12. I expected that the teck would have repacked the toilet in the box for it's return to Home Depot, however he left it for me to carry down the stairs and repack it. Again while I was repacking the toilet, he was in the kitchen poking the ceiling in attempt to show me how soft it was.
13 The following morning I returned with a new toilet and attempted to install it
14 For unknown reason I could not get the toilet to fit against the wall. In my attempt I broke the tank and advised you of same and stated that you needed for them to pick up a new toilet and install it I was not going to attempt it again when it should have been completed by the original company.
15 I know one of the major issues is the cost charged by the company. It's my opinion that you were taken advantage of by the company. I returned to xxxxx Street a couple days later and discovered that they installed a very cheap AMERICAN STANDARD TOILET. The toilet they installed was a $ 98,00 toilet.
16 Think about what it cost, over $ 700,00 dollars for a toilet that they purchased for less then $ 100,00 and installed in less then one hour.

Susanne N.

I needed a new water heater. They quoted a rate, told me they'd be there between 8:30-9am, and they showed up at 8:50am. Dan, the serviceman, was very careful to wear booties, so that the snow, ice and salt from outside didn't get on my wooden floor. He was done in about 2 1/2 hours, cleaned up carefully, made sure that everything was working, explained a couple of features and left. He was extremely professional, prompt and careful, even though he was working in a very tight space.