DRF Water Heating Solutions

Ty D.

I got water heater replacement service from DRF through Home Depot this past July. The price was right.
Both Andrew and Alex did a good job and we were happy with their service. I would highly recommend DRF to others.
Ty from Bartlett

Tuk C.

What a waste of time I understand their time is valuable but so is mine . Guy came to the house and was here for maybe 10 minutes at the most took pictures and left . Said they don't touch drywall/mold will give you that but come on test something or do something .didnt even look at the drain nor did he run any water . What a waste of time and money

Donna S.

I bought a tankless water heater from DRF 4 years ago. I recall there was a problem with the installers making it to my house (truck broke down) and the appointment day had to be changed. (This, after I wasted the morning waiting for them.) When they did install it, it went well with them removing the old water heater and installing the tankless and a hot water filter for the tankless. DRF handled getting the permit. The city inspector said they did a good job.

Fast forward 4 years. The tankless heater developed a small leak but fortunately the unit has a 5 year parts warranty. Also, fortunately, I had purchased a service package which extends DRF's labor warranty to match the manufacturer's parts warranty. (Good thing because as of now DRF charges $250 for a service call alone.)

I called DRF and they scheduled a service appointment for the next day. They couldn't say what time they'd arrive but would call in the morning with an estimate. On the day of the appointment they called at 7:15 to say I was first appointment of the day but they wouldn't leave until 8:30 and it would take them an hour to get to my place. The men arrived at 9:30 and found the leak and called the manufacturer to arrange to get the part under the warranty. The part was shipped next-day to DRF. I requested that when the part was installed, the technician also do the annual flush. In order to do this 45 minute flush, they need a special recirculating pump and hoses, they call it a flush kit, and apparently they do not have this kit on every truck so they put a note in my record informing the technician to bring the flush kit when they install the part.

I made a service request and specified I had to leave by 1 pm so a morning appointment was needed. They assured me they would schedule someone who would be able to finish by 1. On the morning of the appointment I was contacted at 7:20 and told I was the second appointment of the day and the technician was aware I needed to leave by 1. I reminded them I wanted the heater flushed and was told it was in the notes and they'd make sure a flush kit was on the truck.

At 11:30 they called to say the technician got hung up at his first appointment but was leaving soon. I reminded him that I had to leave at 1 and asked again if the technician was prepared to do the flush. The person I was speaking to hung up. Apparently he said what he needed to say and was finished. I called back though because I wanted to be certain they could install the part and do the flush in one trip. I just didn't want to deal with all the hassles of having them come back again. He said he'd call the technician and let me know. He called back to say the technician did NOT have the flush kit but would be happy to install the part and come back another time to do the flush. I declined and said I would reschedule for a morning when they could do both. He promised I would be the first appointment the next day.

I received a call at 7:30 saying I was the second appointment of the day. I received a call at 8:50 saying their first appointment cancelled and he was on the way and would arrive in an hour. I received a call at 9:05 saying the truck broke down and he didn't know if this technician would be back on the road so he was going to find another technician. I reminded him that this technician would need the part the manufacturer sent and a flush kit. He said that if he didn't have the parts he could stop at the store to buy them. (???). At 2:00 I called to find out when the technician would arrive. I was told he was on the way and to expect him in 30 min.

The technicians arrived 30 min later, completed the flush and installed the replacement part and were gone in an hour. Noe and the other tech were polite and professional and took the time to show me how to flush the tank on my own in the future. It's because of them I don't give DRF fewer stars.

S L.

A HORRIBLE experience! They attempted to have me pay for a bundle: installation, water heater, plumbing check, etc. When I said I just wanted an installation only the rep was not pleased. Proceeded to tell me when the plumber would survey what I have, there might be ""additional"" costs to bring it up to code. Of course, there were ""additional"" costs, including being told I needed a pan, $200. When I checked the HD website, saw pans are not $200. This company is unethical! For many reasons more, not enough room on this post. When I called to complain, rep said, ""We are a faith-based company."" Biggest joke of all! Strongly against using this company!

Tim K.

After 22 years, I felt it was time to replace my water heater. Checked features and water heater costs at Home Depot and Lowes. Liked the features of the Rheem unit at Home Depot so initiated the installation process. Based on their quote over the phone, they wanted ~$800 for installation of a $745 dollar water heater. Then they started saying there were additional costs for a special anode for well water to prevent the rotten egg smell. They also indicated the cost would not go down but could increase based on other items required to met code. They would not break down the pricing, I was not able to get them to verify the water heater was the one I selected other than to say it was a 12 year warranty. They called this morning to let me know I was on the schedule for installation. The installer finally called at 3 pm. I asked him to break down costs, which he could not do. He repeated there may be other costs to bring the unit to code requirements since it was an older installation. I asked what were typical items to be upgraded. He described the vent requirements, the water valve and gas valve requirements. However all my components met his description of meeting current code. The alarm bells were ringing by now based on the lack of price breakdown, hard fixed minimum pricing based on a system they had never seen and what appeared to be a pre-held conclusion that the system would require modification to meet code. When I started to challenge the installer and the DRF call center employee, they both implied that other installers or I would settle for non-licensed plumbers and non-code compliant installation to lower cost. I told them I was insulted by their attitude and they did both apologize, saying they did not mean me to come to that conclusion based on what they were attempting to say. Based on all the issues and the apparently high installation cost, I cancelled the order. Then the call center person e-mailed a quote that if I got the heater and put it in location, they would do the installation for $739. Still believe the cost is too high.

Sarah H.

Overall my experience was good and the service and staff were very friendly and accommodating. I went through home depot and had a water heater installed.

The following week I had them come in to fix the main water valve to the house and again did a really nice job considering how bad it was. They had to wait a little bit for the city to come and turn the water off but once they did the got the job done very quickly. I was the first stop which was very helpful so it wouldn't disrupt the family the whole day.
I was worried about the scheduling dealing with drf, the city water, my work schedule, and the renters but in the end it worked out.
I guess my only recommendation for drf would be to allow the customers to set a schedule instead of not being able to give me a straight answer on when they would arrive. Also it was a little more expensive then other plumbers but not much and they'll work with you on financing if needed.

Patrick L.

A complete Bait and Switch operation.
I bought a water heater from Home Depot and was quoted a price.
When they arrived to install, they strong armed my wife, and told her that they wanted $200 more for hauling the old water heater away and $200 more for installing a valve. The valve could be bought at Home Depot for $14.00.
Classic Bait and Switch game.

Daniel L.

DRF did not resolve my concerns as it attempted to change my review.

Plumbing can be straightforward if dealing with ethical professionals. I had a third union plumber come out. He simply used a rodder (rodding through the section with roots) and he successfully cleared the drain of roots and sludge. Lesson learned.

I still would NEVER use or recommend DRF or FLY Plumbing. EVER!

James B.

A completely horrible experience. Replacing and making me upgrade, because $1500 isn't enough to pay and have your water heater installed... I had up to code piping for the water and they replaced that. Then put in an ""extra"" gas valve and an ""extra"" water shut of valve. Moving the price up to 1800$. Absolute rip off and will not ever use this company again and will tell everyone about this experience.

Jackie G.

On Saturday, December 26, 2018 our hot water tank went out. We have gone through Home Depot for many services over the years and when my husband spoke to Joyce at DRF Trusted Property Solutions, we were relieved to find out that someone could come on Monday (Christmas Eve). It appeared that Christmas was saved and our guests would have hot water after all. My husband asked numerous times if this could be done and if the company was in fact working on Christmas Eve. We were assured that someone would call us on Sunday with a an estimated time frame. On Sunday night, around 7pm we received a call that they in fact were closed on Christmas Eve and had made a mistake. The young woman on the phone even admitted that this company does not communicate via phone call, rather via email. They did not offer to have someone come out, they did not call us today to apologize for the miscommunication. I will now take this matter all the way to the top of Home Depot and if I could choose zero stars, I would. Shame on this company for making an obligation to us that they obviously had no intent to fulfill.