Carter Plumbing

Kathryn M.

Well where do I start? I called my warranty service (Fidelity) and was given the name Carter Plumbing. I was given a window period of 10 to 3. I read some reviews while waiting for them. 3pm came and went with no phone call. I was really trying not to buy into all the negativity about this company. At 4:15 I finally called my warranty service and told them to cancel my request. I then called and left a voicemail at Carter Plumbing. I was pretty irritated. You would think the office staff would care a little bit about customer service after the scathing reviews. Nope! No return call.

At 4:20 the nicest young man showed up from Carter Plumbing. His name is John Morrissey. He understood my frustration and was not defensive about it in the least. My kitchen sink was leaking and he thoroughly evaluated everything. He fixed several problems and probably did more than required. He really wanted to make sure it was a permanent fix.

I guess the bottom line is crappy office staff and customer service but if you get the right technician even if he missed the window period it can be a good outcome.

Carter Plumbing listen up! You have some good technicians! Fix your customer service problem!.Maybe customers will stop getting angry. Funny how that works!

I am putting a 1 star rating for all the hassle.
John Morrissey the plumber gets 5 STARS!!!!!!!!!!
Thanks John

G K.

I felt like I was going crazy dealing with the 2 unprofessional incompetent women over the phone to find out what happened to my work order. If I could give them negative starts I certainly would.
Had requested a service to have the toilet replaced. The only time available according to them was a Thursday between 8 am and noon. I waited till 9:30 on Thursday and decided to call to ensure they are coming. Lo and behold, they had lost the order, but first they tried to insinuate that I did not make an apt, then they tried to sell me that my apt was for Friday. Then they said ok we'll be over between 11 and 3. Really? After I have taken half a day from work?
How do unprofessional morons like this stay in business? How do they not go down? I will never ever use them again.

Update: after 3 half days off from work by husband they changed toilet but forgot to bring the seat. The toilet is cheap and inefficient with a weak flush. And since it's smaller there is glue stain from the older toilet. So back to the drawing board. Going to deal with home warranty to either fix this or get dumped.

Update #2: Woke up on Monday to find our old toilet with the seat for the new crappy toilet dumped in front of our home? Seriously? is this retribution for complaining about your unprofessionalism and crappy work practice Who does that? If I had the time or energy I would drive all the way back dump it back at their store.

A G.

I was referred to Carter by AHS regarding my water heater. AHS covered the water heater, and the labor. I was to pay for the additional parts to bring my water heater up to code. I looked up the parts at Home Depot and they totaled roughly $100. The quote carter plumbing came up with was $420!!! They charged me 4 times the retail cost of every part, and would not allow me to provide the parts myself. Being without a water heater for 2 days at this point, and being 4pm on a Friday, I wasn't really in a position to shop around. I guess I'll just have to chalk this up as lesson learned. Not only would I not recommend Carter plumbing, but I'd advise all those referred to them by AHS call and complain. If they get enough complaints AHS will stop using Carter all together.

Traci N.

I wish that there was an option for negative stars. I am still shaking because of this plumber that came to my door. First for a back story. A few months ago we were having a problem with our water heater. Our home is still under warranty from American Home Shield so we don't have a choice as to who services this house. It is the warranty company. Anyway, this plumber came out, and he was able to fix it. He said it was just the pilot light that needed to be lit. Ok, I felt stupid that that was the problem, but was very happy that after several days of no hot water, we would have hot water again. 30 minutes later I went out to check and see if the pilot light was still lit, and discovered that is was not, so I called Carter Plumbing back to ask if the guy could come back out to the house. Several hours went by, and I got no call, so I called back. The lady that I had talked to earlier said she spoke to the plumber, and he told her to tell me that it was a gas valve that needed to be replaced, and that it would take 3-4 days to get the part in. So for the next several days, we had to keep going into the garage and light the pilot light. Then for whatever reason, the pilot stayed lit. But the fact was, they NEVER called us back, NEVER came out and fixed that valve. We turned this into our warranty company.

Now for the reason that I am finally leaving a review about this horrible place! Fast forward to a week ago. Our garbage disposal stopped working. I stuck my hand down inside to see if I could feel anything that might be clogging it up. I could feel nothing. Even the reset switch wasn't fixing the problem. Our sink starting having backup issues because we couldn't get the disposal to come on and clear everything out. So my husband again called our warranty company, and who do they still have contracted to do plumbing for them...one guess...Carter Plumbing! So my husband left a $75.00 check for me to pay them when they had fixed the disposal. Lo and behold, it was the same guy who came out to ""fix""the water heater. He stuck his hand into the disposal, and was able to find something hard that was stopping the disposal blades from spinning! It always figures that this will happen, because of the whole Murphy's Law and all. He put ice in it and ran it. It chopped up the ice and appeared fine. Then he said the following ""not like your water heater problem"". At first I was stunned that he would say anything about the water heater after the fiasco we went through over that. I could have let it go, but since he opened up the subject, I had to make a reply. I said ""you know, we were really upset over that issue with the water heater. You never ordered the part and you never came out and fixed a problem that you identified"". It was like a switch was set off inside of him. Now, please excuse the language I am about to type, but these are his exact words. He said as he is yelling at me ""I am so fucking sick and tired of you people complaining about every God damn thing. Keep your fucking check!"" I am starting to back away from him, because I was physically afraid for my well being. He looked like he was going to put his hands around my throat. Then he threw the check in my face. He stormed through my house and as he is on his way out the door, yells ""Don't fucking call Carter Plumbing again"". He walked out and slammed my screen door. At first I thought about calling the police, but I thought, what good will that do since he didn't actually attack me. They would have done nothing. So instead I immediately called my husband, and relayed the whole story to him. He in turned is calling the plumbing company and our warranty company. Beware of this place!! I can't stress this enough. I will update after my husband tells me what happens after his phone calls. My heart is still jumping!

Update:
It has been a few hours since I made this post, and here is the latest:
My husband called Carter Plumbing, and was directed to two different woman. One of whom actually said they have never had a problem with this plumber. I find that impossible to believe. He filed a complaint against him anyway (its doubtful that anything will come of it). Then he called AHS, and filed a complaint against them. They kept apologizing to him and promised that they would not send Carter Plumbing to our home again. He said thats good, because I am filing a police report about this incident, and if they show up at our house again, I am calling the police. Then he did in fact file a report with the SAC County Sheriffs office. Yes, it was that serious! He will not get another opportunity to do this to me again. Hopefully AHS removes them from their contractor list. It would be a travesty if they didn't, because in my mind that is condoning what he did to me. Oh, and one more thing, Carter Plumbing has an ""F"" rating with the Better Business Bureau! We also cancelled our American Home Shield warranty service!

Sharon G.

This company was a nightmare from start to finish.

The worst part was, that I didn't hear anything back until I filed a complaint with the BBB, where they completely lied in their responses. They claim to have a ""AAA"" rating with insurance companies, but that is obviously not the case with customer reviews.

I first contacted this company after not hearing back regarding an appointment for 4 days. When I contacted them, they told me that they already had an appointment scheduled, which they never bothered to tell me until I contacted them.

The driver came out and said that the part was common and he should have it in his truck, which he didn't. He told me that I would get a call from dispatch to schedule a visit for the next day. I didn't hear back by 4pm, 5 hours after the driver left, and they told me they couldn't do anything until they knew what the part was. I read them what the part was base on the triplicate paperwork that was left, at which point they told me that it still didn't matter because they needed the physical paperwork. They said that they would call me first thing in the morning. I allied 90 minutes after they opened, and they told me they still hadn't heard from parts. They don't have any sort of digital or electronic inventory. I called an hour later, and they told me they still hadn't heard back. The secretary said, ""what do you expect me to do? Contact them every half hour?"" At this point, put of frustration, I replied ""that's a great idea. I'll call you every half hour."" I shouldn't have to waste my birthday by fighting an incompetent company, and yet that is what happened. Ten minutes later, I conveniently heard back from parts saying they didn't have it in and they had to order it. She continued by saying, ""I'm not sure if our supplier has it and if they don't, I'm not sure what is going to happen."" Not exactly a reassurance of this company's knowledge and professionalism. I asked for tracking information and she told me she didn't yet have it because it was just ordered. I called the office and insisted that I be provided with tracking information and to be notified when the part came in. 4 days later I contacted the office again because I hadn't heard back. The part had come in, and I was told that they never agreed to provide me with a delivery estimate. Additionally, the part had come in and I had only found out because I contacted them. They again scheduled an appointment without checking with me first.

I was given an appointment on Friday, two weeks after I filed the original service request. I was given a time window of 1-5pm. I called in the morning to confirm, and they acknowledged that I was on the schedule. This was necessary because they don't do any of this without a request. On the response to my BBB complaint, they said they do give calls when the driver was on their way, and yet they needed my phone number.

I left the following in my BBB complaint;

I see that you saw my BBB complaint. I thought I would let you know that your driver was late. He said he was in traffic for an hour and 40 minutes, and yet I didn't get a call until after the appointment window. Additionally, I did not hear any response until I filed the BBB complaint. I found it disgusting that your office was closed more than an hour before your closing. Your ""emergency number"" also had no response.

Connie M.

Are you kidding me with this company? I had a stoppage and AHS assigned me this company. I got the call to schedule between 12-5. Took the day off. Come 4:00 no one. Called the company and they did not have me on the schedule. Woman asked me to place me on hold. She did. I was left on hold. Tried calling back and went straight to voice mail. Called twice and straight to voice mail. No call back. Is this for real? What kind of business does this? DO NOT USE totally unprofessional and unacceptable. Guess they don't need the business. Called AHS and filed complaint.

Connie M.

Are you serious. My insurance company scheduled me with. This horrible company. They scheduled me between 12-5. 4:00 and nothing. Decided to call them. They didn't have me scheduled. The person answering the call placed me on hold and left me on hold. Hung up and called back and went to answering machine. Totally unacceptable and thoroughly unprofessional. NDO NOT USE.

Jan C.

Poor service. Poor communication. Plumber was good, but the company sucks at service.

Michelle R.

Worst company ever - totally unprofessional. After a thorough diagnosis by this company another person came out to repair a leak and immediately said he couldn't do the job because he ""went in blind"" by his company and didn't have any tools or supplies to complete it. How can you expect your people to do their job if you don't give them instructions on how to do so??? First mistake. Second mistake, cussing out the customers. Big big mistake! If your home warranty company says they will be sending someone out from here, ask for a different company!!!!!!!! Do NOT use this company.

Veronica R.

Worst customers service ever even upper management. If your home warranty try's to send you to them request another plumbing company. I would have given them a zero but that's not an option. Warning they function out of Citrus Heights as well and they were horrible ! Be warned.