High Efficiency Plumbing and Heating

Justin K.

I came to have HP perform work for me when my go-to plumber called them to takeover a job they did not want to do. The job was to replace one part in my tankless hot water heater. In total: a) Order the part and b) replace the part. While this sounds simple, HP High Efficiency Plumbing and Heating set out to invent problems and work, proceeding to disassemble and clean the whole unit. While it may be argued disassembly was required to replace the part, I would agree - what is certainly not required was their ordering (never requested or authorized) of a cleaning kit. This kit contained 7 pieces, 5 of these gaskets, 1 (one) of which they actually used. It retails for $230, but of course my request for a material cost breakout estimate (agreed to but never delivered) never materialized, thus never betraying what undoubtedly was an exorbitant mark-up on top of that...billed to me...for something I did not ask for....of which 1/7th or 14% was used.

Understanding where this effort was going, and the hourly billing objective HP clearly had in mind when Nick showed up to sit in my basement before the part was even available - I consistently asked Nick how long the effort was going to take. As friendly as Nick was his consistently condescending ""you never know, these things take time"" was all the indication someone like myself (Architect and Developer who works daily with subcontractors) needs to never associate with HP again.

The job was ultimately completed successfully. As was the destruction of an A/C unit that Nick must have felt he needed to move. As you might imagine, this was a found condition on my part and not one that was admitted and elevated at the time it occurred. HP applied a credit to cover this cost, while remaining unresponsive to their deviations of requested scope, billing, and requested material purchases.

I try to tell myself ""I was at the mercy of a water leak"" - which is true, yet I am still embarrassed HP did work in my home.