Dauenhauer Plumbing Heating & Air

L L.

This has to be one of the most bizarre customer service experiences I've had. The appointment set up was relatively easy--everything else was not. After cancelling my call because no one answered the home phone 40 minutes prior the appointment time and not calling the cell, accusing me of lying about the phone call (""I can't see your phone and I trust my technician..."") and the office supervisor threatening to refuse service because ""we just aren't a good fit,"" I had the plumber come back to ""fix"" the repair that was eventually made! See below if you would like details.

**On the day of the appointment I waited until near the end time of my time frame before calling Dauenhauer when no one had called or come.

After verifying that they had the correct numbers, the rep said they cancelled my appointment because no one answered the phone when, according to ""the notes"" in ""her system,"" both the plumber and the office supervisor had called me.

After further investigation, I saw that there were two missed calls (but no messages) on my HOME phone from Dauenhauer--one 40 minutes and another 30 minutes BEFORE the scheduled 11-3 time frame. The time frame was chosen so someone could be at home.

Naturally, I was irritated because they called earlier than the time, didn't leave a message and DID NOT call the provided cell #. I requested a supervisor to attempt to get the call rescheduled the same day. The supervisor was rude, accused me of lying (she did not use that word, but told me she ""trusted"" her technician and office staff and if they say they called, they did. At one point she told me it would be best if they didn't come at all, because I was ""not a good fit"" for them! because I kept her on the phone too long attempting to get a plumber to the house sooner, rather than later.

I've never had a supervisor/manager threaten not to serve me because I expected the promised service. I did not yell, use inappropriate language or otherwise insult her. I've worked in customer service and even if I were inclined to do any of the aforementioned, which I am not, I know how useless it is. Eventually, after I simply refused to get off the phone until we got something worked out, she agreed to check the schedule to ""see what she could do."" She made the regular clerk call me back to reschedule. I stayed on the phone because I kept thinking this insanity couldn't be happening.

To make things more interesting, the original repair did not fix the problem and three days later I had to call back to have the plumber return. At least the actual plumber who came was nice--but not nice enough to mitigate the office staff's behavior. Since it is necessary to go through them to get service, I will NEVER call this company again (well, unless every other plumber has gone out of business). Oh, I did get $25 off for my pain--after I asked for it.

Kim W.

We called them to fix a clog and leaking pipe. They spent 8 hours in our house, got a tool stuck in the pipe. When they left they charged us $500 and neither problem was fixed. A supervisor will call you. We had to call supervisor who said he will send someone out with a camera for free. When that person got there--oh this camera is too expensive to do that. The supervisor will call you. We still haven't heard from a supervisor 5 hours later.

Virginia B.

I will *NEVER* use this company. I am a Deaf person who has to use email or text messaging for communication as I cannot hear on the phone. I had a friend call Dauenhauer to get an email address to send an email about my issues, etc. They told me to use their on-line form, which I did - and on the form stated that I am Deaf and gave them directions for contacting me...which they obviously never read. Instead of trying to contact me via email or text as I had requested, they continuously tried calling me via voice to my cell phone and leaving a message - even tho my voice mail clearly states that I don't take voice calls or voice messages, and to please contact me via text.

My hearing friend had to once again call them and explain my situation and ask why they were not texting or emailing as per my request. Dauenhauer claimed they never got my form, which I suspect is a lie... otherwise how would they know my phone number to call me???

I finally did arrange an appointment thru ""Lisa"" via email, and she assured me that the technician would text me when on his way to my house. I was given a five hour window, and I sat in my house and waited, and kept checking my phone for a text.

At the end of five hours, I had received NO text, and the technician NEVER SHOWED UP. I'm sure they are going to try and tell me he showed up and nobody answered the door. Newsflash: it is hard to answer a door when YOU CAN'T HEAR SOMEONE KNOCKING. That was the whole point of texting me first!

These people are clearly insensitive, uneducated jerks who have no clue how to serve their customers who might have special needs. This was inexcusable. I did everything in my power to work with them, and they basically screwed me over.

I would NEVER recommend this company to anyone...ever.

T S.

I had a very bad experience with Dauenhauer. I called them because they had good reveiws on Angie's List. I noticed a sink hole with black water, which MSD later confirmed was sewage. They marked the spot and said it was only 3 ft down. Lucky, he said. (you be the Judge...lol).
Dauenhauer didn't have a weekend crew, so on Monday, I met Ron. He explained he needed to get a machine in the yard, but I have a steep hill. I asked if he could just hand dig the area. NOT an option, no one does that, he said. OOOOk. So he can't use my front entry because of all the plants. He gave me a release so he could use the neighbors yard. Got my part done, called and waited most of the afternoon, Called to find out what was going on. Was told he left for another job. Great! After complaining, she said someone else would come. Two men showed up, couldn't get up the hill, said he already flipped one before, so he was done. I'd have to wait for Ron, who didn't call. I followed up again, and was told it would have to be tomorrow. Next morning, he arrives, gets the machine into the front yard, removes a backyard gate and yeaaaah, he's in back. Hard part finished, I went in. I look outside, and I see Ron scooping and dumping sewage water all over my yard.I ran downstairs, and asked if he was supposed to have a pump truck to remove the water before he dug, and he said, ""We never do that."" That didn't seem right, but what do I know (apparently more than him, lol) So a short time later, he calls me to come down. I am pensive about walking down there, but I did. He showed me the break, he said it appeared to be filled with dirt, and that he needed a jeter to snake it. I understood, but no jeter arrived. It was out on another job. At that point, he discussed what would happen if the jeter didn't work. He said he might have to replace a section, and he felt he needed to replace a length that would extend into the next tier. The problem with that was a vintage stone wall and the need for getting a bigger backhoe onto the first level. I again asked, can't someone just hand dig-he said no. I offered to have it dug-I offered to have a professional ramp built-I was really worried about not being able to get this broken pipe fixed. He said he would call me later. He did. I was a bit overwhelmed, but he said the jeter would cost me extra money and now he thought it might break the pipe so he was going to have to dig. Maybe he would need my bf to build that ramp I offered, but he wasn't sure. He called back and said the price of my repair was now going to be $2000 more than my quote. I was panic striken at that point.
He arrived the next morning- he couldn't get the machine in my yard with his method-which never seemed feasible to me anyway. He then said maybe he could build a gravel ramp, but instead of doing that, he tried to pull a solid concrete wall down. The wall moved pulling the attached sidewalk with it. The side walk ran next to my garage at mid height. When he yanked the sidewalk, with me standing on it, it moved and hit the gargage tearing a hole in it. oops, noooow he will get gravel for a ramp-which worked. I later learned it wasn't just a hole in the side, it moved the whole garage. I learned on a rainy day, I had a full waterfall in the middle and rear of the garage and all my stored items were ruined. They finished the sewer line-but I later learned from the health dept that they were supposed to pump the sewage water, the pipe repair was long enough to need a permit and inspection-which Ron said wasn't necessary- and they sent a rude man out to inspect the damage. He too said they NEVER PUMP sewage water away (health dept said it is the law). I later sent my estimates as rude man instructed, but no response. I eventually had to look up the owners home address and drop off my letters. He responded, but they still fixed any damages. Estimates for the repairs were about $25,000 and that's not counting my ruined back yard, sick dog from baterial infection, personal items destroyed, and loss of my garage use. Very disgusted with this company. This did force me to do some research and after reading up on plumbing regulations, I don't think they even fixed the pipe correctly. I have more sinking land, and they left the old broken sewer pipe in the yard. I have also learned there were many alternative that wouldn't have required that machine sitting in that higher tier- and possibly could have save me a whole lot of damage.

Buddy D.

We contacted Dauenhauer Plumbing on 12/29/17 regarding our master bedroom jacuzzi tub not draining. They were professional & efficient when arriving on 12/30/17. Ed & one of the owner's son's returned on 12/31/17 when we determined tub was still slow to drain. I cannot say enough about how courteous the office staff was when I called back to Report the problem needed followup attention. They were slammed with frozen pipes etc yet their service was Outstanding. Hats off to this locally owned company, Ed & the owner's son, a student at Bellarmine helping with the family business on his Christmas Break.

Cori D.

I called in the morning and they gave me a 4-9pm time slot (PERFECT!!!). Tim called at 4:10 and would be here in 20 minutes. He looked at our problem, diagnosed (my husband had fixed it without realizing he'd done so), and make some really great recommendations to avoid the same clog in the future! No service charge (THANK YOU!!!), and really amazing service. I won't use any other plumber in the future (and I have an old house, so there will most definitely be a future for us Dauenhauer ;) )

Jay R.

They might do decent work if you can get them out to your house. However, they gave me a 5 hour window to be home and didn't show up.

Nathan K.

Incredibly slow to respond. Called me twice to schedule when they already had my repair scheduled then pushed it out another week because they couldn't dig a hole. Absolutely ridiculous.

rachel d.

Woke up Tuesday morning, water heater leaking in laundry room, argh! Checked Yelp for recommendations on plumbers, called Dauenhauer. Immediate contact with a person, scheduled appointment for same day between 11-4pm, showed at 11:45am! Evaluated problem, installed new water heater same day, problem solved, water gone. Impressed! Thank you!!!

Andrea E.

I had a great experience with Dauenhauer Plumbing. They got me in the same day that I called!

Tim called about 30 minutes before he arrived. He was friendly and fast. Took care of my problem and also offered advice and solutions to some other questions that I had.

He told me that he was on call all weekend and if I decided to move forward with other recommendations that he would get it taken care of.