Burton's Plumbing & Heating

Thomas C.

When I called, I was advised the service call was $67.00. I understand service calls. I took over my father's TV repair in the 1980's. At that time the standard service call was $50.00 from most tv shops and HIGHER, but my father and I charged $25.00.

The technician that came to my house was professional and made sure he covered his feet at my front door with booties. It was clear immediately what my issue was. I need a new sprayer nozzle. He was pretty sure he had them in his truck and went and got one.

He said ""this will be simple, service call and $1.00 for the new nozzle"" had me sign a tablet saying I was satisfied with his work and that is all it showed on the 3 items I signed. I was assuming from my own experience doing home service calls my bill was going to be 80-100.00.

About 20 mins after he left I got an email with a pdf file and the bill was $166.00!?!?!?!?

I wrote the company and said I NEVER expected the bill to be that outrageous and the response was

""Mr. Catterall,
Thank you for your reaching out. We apologize if the pricing is more than you expected.
For clarification, you were charge the service call of 67.00 and the 99.00 was for the sprayer and installation making your total 166.00. If you have any other questions please contact me at the office. 734 722 4170""

This is what separates superior customer service from sub-par customer service. To say you understand Customer Service, the response should have been, ""We are sorry for the misunderstand, what do you think would be a fair fee that we both can be happy with?"" That is Superior Customer Service. Not what I got....

Let me give you an example of SUPERIOR CUSTOMER SERVICE that I enforced while at AT&T winning the prestigious MALCOLM BALDRIDGE AWARD for customer service.

Got a call from an elderly couple in Detroit asking for my father and they lived in a bad area of Detroit. They told me ""Only your father is the person who has worked on our TV for 40 years."" I felt obligated to drive the long drive to their home. When I got there, they said they had grandchildren over for the weekend and tv quit working. Well apparently, the grandkids got behind the entertainment center and unplugged the tv. I could have easily billed them a service call and charged them another $25-50 for ""power outage problems."" What I did is explain to them that the tv was just unplugged, plugged it back in, shook their hands and went home not taking a penny for my time, gas, etc.... THAT IS SUPERIOR CUSTOMER SERVICE.

Burtons needs to learn the difference.....

Chef T.

Highly recommended. I was apprehensive when I called to schedule someone to come out because I was told up front $65 service call us $129 to look at the system and then I would be charged for the work. ""Sounds to me I'm paying almost $200 for the service call"" I was told that in a sense that was the case.
My mind immediately turned to almost 4 yrs ago, when I bought this house, and the boilers had been inspected for resale (I have 2) and within one week of moving in both boilers went out. ""Coincidence "", is what I was told and almost $500 later I really wasn't told why I suddenly had heat but the problem was fixed.
Needless to say I did NOT call that company back. I called Burtons, albeit apprehensively.
They arrived promptly when scheduled and diagnosed the problem immediately and went right to showing my husband to ""not to make it happen"" again. (We had recently disconnected one of the radiators and upon reinstalling he overfilled the system)
They now not only have a very loyal customer but I will refer them every chance I get.
I seldom have the opportunity to post positive reviews but this is definitely one of those times.

Dana M.

Our kitchen sink had backed up and after hours of trying to solve the mystery we called Burtons. Super friendly from the first phone call and to Justin's visit! They were able to take care of us right away and we ate very happy with their service... will use again in the future if needed! :)

James K.

Three strike. One, brought the wrong model toilet. Two, not installed correctly and did not notice or report issue with tank. Three, offered no assistance in making it all right, not even an inspection. Told me to call Kohler, never again.

Kristi H.

Toilet started bubbling after shower was running. This has happened before in years past so we knew our main drain needed to be snaked. Burton's came, never ran the snake through the main drain instead went through the bathroom clean out pipe. Didn't even bring in the big snake, only used a small cord. Charged us $300 and what do you know, last night the toilet was still bubbling. Called them back today and they want to change us another $300+ to snake the drain they should have cleared out the first time. I do NOT recommend this company and will NOT be using them again.

Dave S.

Never trust the call person you talk to to get an estimate. Because once the plumber comes out to your house I guarantee it will always be twice as much. Thank you for fixing the clog.

TheDiamondCrew _.

Had a kitchen sink and laundry back up in my basement; I called and within several hours Justin came wearing a mask, snaked and cleaned drain and was on his way; from the lady on the phone to the serviceman they were very polite. It was so refreshing to have honest, and reliable service. Thank you Aileen

Matt T.

They get an A- made the appointment Monday, scheduled it for Thursday. Got a call bright and early this morning(Thursday) asking if it was a good time for us. It was. Justin was cheerful and professional, explained the repair and completed it quickly. Will gladly use them again. Getting 5 stars isn't tough, just shocked how many repair companies fail on the basics. Do what you say your going to do, stay in communication with me if things change. Be cheerful (act like you appreciate my business) and professional. I'm happy to recommend them and Justin. Would have been an A if you covered your shoes!

David S.

I had one of Burton's licensed plumbers come out to my home. He was extremely knowledgeable and fixed my plumbing issue after evaluating the problem. I was impressed with his quality work and fair pricing. Highly recommend Burton's family owned plumbing!

Douglas H.

Jesse,a technician was great. Very informative. Extremely happy with Burton's Plumbing.