FCS Mechanical

Melissa Y.

BEWARE of this company if using warranty services for repairs. They were on the AO Smith (water heater manufacture) approved vendor list. My husband called them and explained the water heater was purchased and installed by Lowes and the pilot light was not staying lit, it is under warranty and provided the labor authorization code that was given by AO Smith to confirm payment authorization. Chad disclosed that whatever amount not covered would be at our cost but since the water heater was purchased a couple of weeks ago and he would try to get it all covered.

Two technicians, (Davin & Partner?) came out and I gave them the part that was mailed by the Mfg. AO Smith (on my end, there was confusion on who order the part that was received by me prior to the service date, them or AO Smith). It was then determined that it was the Mfg that sent the part after trouble shooting and identifying the issue with my husband.

They arrived at 9:07 and at 10:45 had still not yet installed the part or confirmed authorization for warranty payment. Davin called , however was on hold longer than his liking and ended up hanging up without obtaining the authorization to proceed at no cost to me. He then advised that the warranty company would not cover any part of the labor cost of $300 an hour. I asked him what the labor authorization code was for, he advised "it means nothing to us, it's just a reference # for the claim" which was untrue. I told Davin that my husband talked to the owner Chad about the cost & warranty details he stated that the owner said he never spoke to my husband. After some back & forth, Davin got the owner Chad on a speaker call and he did confirm that he received a voice mail from my husband and returned the call to schedule the service and also confirmed the conversation regarding the warranty coverage and cost as mentioned above.

Davin then had what he thought was a private conversation with the owner outside and returned to state that I had two options. They could just leave without providing service and charge me nothing or they could put the part in for labor costs of $600. I advised that I was not going to pay $600 for something that's was brand new and covered under warranty. He reached out again to his boss and ultimately was instructed to pull of the job. I thanked them and apologized for any confusion and wished them a good day.

Fortunately, my home is equipped with Ring audio & video. Upon review of the recordings, I could clearly hear Davin tell the owner Chad, that the people in the house were getting irate with him, so I assume that's why he was advised to pull of. This is a false statement, no one was irate however understandably so, there frustration due to the miscommunication between the owner Chad and the technician Davin regarding the warranty coverage. Also, as they were cleaning up to leave after they were instructed to pull off the job, Davons partner asked him "are you going to go in to tell them" and Davins response was "Yep, I'll go in, I have NO problem, very simple!" I found this to be very unprofessional and unnecessary.

After their departure, I called the office and spoke to the other owner, Connie to inquire about how much would the warranty coverage should be and she stated "they won't cover anything for labor and the labor authorization code meant nothing for billing". I asked her who confirmed this info and she said Davin called AO Smith while on-site at your property. I told her that was not true (confirmed by my ring audio and AO Smith) because Davin never spoke to anyone at AO Smith. Connie stated she would look into it and call me back. She never called back and when I called to follow up later my call went straight to voice email multiple times so I can only assume the company blocked my phone # with no intentions of following up.

I then went online and was able to obtain proof of warranty coverage for parts and labor using the labor authorization code (attached picture), not sure why Fisher Critical Services couldn't do that. When I called AO Smith back to explain they said, "please tell me you didn't pay them, they were to come out and replace the part that was sent by us and bill us directly using the labor authorization code provided to them as the parts and labor is covered in full and apologized for the inconvenience. They also assured me that a formal complaint for this contacted vendor would be filed because this was unacceptable.

I called the next approved vendor who knew exactly how warranty services worked and was advised that the labor authorization code is all they needed to confirm coverage to bill accordingly with no out of pocket expense to me. They scheduled for Thursday but called back in less than an hour later and said they could come out today. From the time I called and the completion of the repairs it was only a 2 1/2 hour time span. Superman to the rescue, if you want exceptional service, call Clark Kent Plumbing!!!

Lori H.

I contacted them for an emergency, water backing up in our tub and flooding from under a toilet on a Friday. They responded quickly, gave me some direction to try to help elevate the problem before they could arrive and when that didn't do it, came immediately to fix it. They were professional, kind, had all of the necessary equipment, to assess the problem, camera on snake, large and small drain augers and had us fixed within 2 hours of my first call. They charged me what they quoted over the phone and had us repaired quickly. I would definitely call them again for any plumbing repairs. They were awesome!

Jennifer S.

Outstanding customer service! Worked me into the schedule for same day service. Diagnosed the issue and took care of it right away because they had all equipment on hand. Best part is they walked me through their work when complete and took the time to answer my questions.

Stephanie S.

I would definitely use Tyler for any future needs. Responded promptly. Same day visit. Tyler was very nice and knowledgeable. He helped diagnose the problem I was having with my shower and determined it was a grout issue and not a plumbing issue. I would definitely recommend Tyler and Fisher Critical Services.

Russell H.

I found Fisher Critical Services via a referral through a work plumbing contact. Turns out FCS were exactly the folks I needed for my project! In preparing a 1950s Austin home for sale, I had a myriad of plumbing projects that needed attention, many I was able to handle. However, some difficult and critical pieces I needed experienced and competent plumbers who could think outside the box. Tyler and Chad came by, listened to what I wanted, made suggestions, proposed new solutions, and worked up an estimate that was competitive and on-point compared to other estimates I had received.
In doing the work they were right on time, worked with me on-site as we had to modify some plans and came back for follow-up to make sure everything was right. Many plumbers don't like interacting with customers a lot especially on unique projects. Not FSC, they treated me with respect, worked out a custom solution and executed it flawlessly. I would not hesitate to recommend them for any plumbing situation or project!
Thanks guys for the great service!

Kiran T.

Tyler from Fisher Critical Services saved the day. I had a clog in my sink that I could not auger myself. Additionally, the cold water knob in another sink broke. Travis fixed both issues and even went out of his way to help me understand what he did.

Travis was on-time, practiced social distancing, wore a mask and was super courteous.

I would definitely work with him again!

Gustavo B.

Thank you Tyler! You have a great team. We were in need to install a tankless water heater, and removal of two old ones from a second floor attic. FCS got the job done, very professional. They completed the work on time and on budget...If you are looking for a plumber, stop your search because you found the right one!

Liam T.

As a hospitality service we pride ourselves on creating a customer experience to remember. Fisher critical service did just that for us. We had an issue that needed attention and we called to get some one out here. Within thirty minutes we had Tyler on site assessing the issue and conducting repairs. By far this company exceeds expectations in customer service, professionalism and costs. I will be using Fisher services from now on!