Emergency Plumbing and Rooter

Rehan

I have AHS and emergency plumbing has contract with them. But avoid them at all cost and request AHS to send someone else. I had a request for water heater and shower valve and the tech that came in was specialist in water heater only and said someome will come in for water valve as he does not work on them. And no one ever came for that and they closed the ticket. Horrible customer service and I felt I was over charged for getting new water heater installed. I was charged $1600 just for installation.

Lyn R.

AHS WARRANTY SENT THIS COMPANY OUT. Emergency plumbing upcharged $375 based on ""modifications"". While performing the repair , the technician cracked another water line and they refuse to fix it without paying another service fee

Ernesto S.

Terrible Experience!!! Please do NOT USE!! American Home Shield sent this Useless Company to my house for a water leak coming from my ceiling. The Plumber named ""Chris"" responded and cut a hole in the ceiling to find out where the leak was coming from. He determined the leak was coming from my second story bathroom shower, bath tub spout. He took photos with his cellphone and he reported to his company and AHS that the solution to the problem was to install new caulking around the spout! He completely lied to AHS about the issue. No credibility what so ever from Emergency Plumbing and Rooter Company!! We were out $100 deductible and we are currently looking for someone else to fix the problem! After reading several reviews on Yelp, I don't understand why AHS is using the company ! Several people have had terrible experiences with this plumbing company! I also called the company and the secretary has NO customer service skills! I asked to speak to a Manager or the owner to complain about the situation and she did not provide me with any information or telephone numbers to contact anyone!!

Suzanne G.

So I originally said they were great because the tech was awesome. The call center, however, not so good. They do not call back and drag their feet on fixing problems. Now I have to get AHS to get another company to come out and do what they couldn't.
So sad. My first review, based on the tech was a 5 star but trying to get them back out changed my entire thought of them.

Atif M.

DISHONEST. DO NOT GIVE YOUR BUSINESS TO THESE CROOKS.

These guys were dispatched by my home warranty company to come fix my 3 year old water heater. They told me a sensor was bad and needed to be replaced but that it was out of warranty with the manufacturer. Isabelle (office) said they put in a request with the home warranty to get the part. I called the warranty company myself and was told these guys put in a request for a NEW WATER HEATER. The authorization was then denied.

I paid out of pocket to have another plumber come out. We called the manufacturer who said it's still in warranty and the sensor is covered. The plumber simply replaced the $30 sensor and it's working normally.

They lied about my water heater being out of warranty, about what they requested authorization for because they don't make any money on a small sensor replacement. And now won't return my calls.

The 4 year old and 6 year old in house have been taking cold showers for a week because of you clowns. Hope you get what you deserve for trying to screw honest people over.

Craig L.

Sorry for what will be a long post.

This review is actually bittersweet. If my only contact with this company was Matt, the installer, it would be a five-star review. The problem came when I had to speak to Isabelle in customer service, who doesn't seem to know what customer service is, or how to properly provide it.

Our water heater went out. We have a whole house warranty, and they had Emergency Plumbing & Rooter assigned to replace it. They came by and looked at what we had and noted it would cost us $695 out of pocket for modifications necessary that weren't covered by our warranty. We agreed and they scheduled our appointment. It took about a week before they could get someone out to do the replacement. Matt showed up and got everything done in a couple hours. When he tried to install the controller, it was defective and he didn't have a replacement. He told me he would request a new one to be delivered to me. He would come back and install as soon as possible. He then asked me to pay the $695 that I owed for the modifications I had agreed to. I told him I would pay once the job was complete. He agreed that this was fair, but needed to contact his company first to let them know I would not be paying until the new part was installed. Isabelle was the person he spoke to, and she refused to let Matt leave without payment. I could hear her through Matt's phone, and I asked to speak with her myself. She said she would call me back on my phone.

She called me a few minutes later. She explained to me that it's not her company's fault that the controller was broken and that they had done what they were contracted to do, and I needed to pay them what I owed. I told her that I've been burned in the past by paying contractors the last payment before the job was finished, and they didn't come back to finish the job for several months. I said that since they were telling me it would only be a day or 2 before the part would be received, they would be paid in a short while. She refused and continued to argue with me. She then told me that if I refused to pay now, she would have the installer remove the unit he had just installed and they would need to schedule another time to come back and install it again when the new controller came in. I told her if that's what they need to do, then go ahead and do it. I hung up the phone and told Matt what she said. He told me not to worry about it. He wasn't about to remove the unit, and said he would go ahead and leave without payment, and would trust that I would pay when the job was completed.

The work had been done on a Thursday. I was told it would be a day or two before I would receive the part, and they gave me a date to install it on Tuesday. I still had not received it by Monday, so I called to let them know, and got to talk to Isabelle again. She pushed my appointment to Thursday. I asked her if she could verify with the manufacturer that the part would be in prior to the new date and she said she wouldn't do that. She showed in her system that it was ordered and that we would just need to wait for it to arrive. I asked her how she can know for sure that the factory is fulfilling the order without confirming with them, and she told me that it's not something she is willing to do. She said all she will do is to continue to push our installation date out until it finally arrives. I asked her for the phone number of the manufacturer so I can follow up myself, and she said I should look on the side of the water heater or google it to find it myself.

I found the number for the manufacturer and called on my own. I told them the story and gave them the serial number of my unit. They were very helpful. They found the service order and told me that the part I was waiting for was on back order and they couldn't tell me at this time when I would be receiving it. I asked how the plumbing company would know about it being on back order and was told that they would have to have called to confirm the order, but obviously nobody from the company had.

I called the plumbing company back to let them know our part was on back order. This time I talked to Ethan. He was much more professional. He told me they had some other companies that he could check to see if they could get a controller from. He told me he would make some calls and get back to me before the end of the day. He kept his word and called me at around 4:30 with good news. He had located one, and his installer would be able to come the next day to take care of the installation.

Matt came back the next day and installed it in less than an hour. After 2 weeks, we finally had a working water heater. I paid what I owed, and thanked Matt for everything he did.

The person who answers your phone is the face of your company and can make or break your reputation. Isabelle should not be the face of this company. I will not recommend them to anyone I know. If I could have rated Isabelle less than 1 star, I would have.

Sara B.

Terrible service and horrible follow-up. Paid $100 for a service call for them to not fix a simple toilet handle and leaky bathroom faucet. Made no attempt to rectify the situation. Hired another plumber to fix the items swiftly, without a problem. Seems super shady that they refuse to fix things, through warranties, pocket the money and then don't follow up properly. Unprofessional.

Kai D.

They came to home immediately when called out. Great service honest company and my tech was amazing I meant to post this long time ago... oops

Tina M.

Carsten was on time, cleaned up after himself, and very professional. I would have no problem with him coming back out on another job.

Brian H.

These guys came out because of FAHW. Home warranty company. My water heater went out. No hot water and the pilot light would not stay lit. Water heater was leaking too. Matt came out and diagnosed the issue. Came back several days later and replaced the water heater. Matt was professional, clean, and quick. Installation was quick and smooth. No issues. I now have hot water! Thank goodness!