Loyalty Plumbing

Javan P.

BUYER BEWARE: DISHONEST or INCOMPETENT (you decide, either is unacceptable) This company was recommended to me to fix a small leak that I had in my condo, since a lot of people in the complex have used them. The very small leak (into the unit below) only happened when the shower was running, so it was assumed that it was related to the drain pipe. I am a very competent DIY guy ... but this appeared to need to be serviced from the unit below so I agreed to have Loyalty Plumbing come and take a look. When I asked them how much they charge, I was told that their hourly rate was $150, which is fair, but ""if the job is 'complicated', they will provide a quote"". They were supposed to call me when they were on their way so I could notify my tenant and the people from the unit downstairs.... That didn't happen. My tenant texted me at 1:13 PM that they had just arrived. At 1:20 my tenant texted me that they had already left. (Yes they were on site for a total of 7 minutes). Shortly after that I got a phone call saying that the leak wasn't the drainpipe at all, but was the shower valve and it would cost me $1500 to replace. It was assumed that this was an emergency and would be immediately approved. Now I know how long it really takes to change a shower valve, 2 to 4 hours for a competent person (I've done it a few times) and less for a skilled professional who routinely does this for work. I thought the price they quoted me was outrageous and right away called and got two more estimates to change a shower mixing valve those came in at $600 to $700. Still the leaking valve story didn't sit well with me since I had just serviced the valves replaceable parts less than 6 months ago. I had someone else check it out. It took a total of 3 minutes (remove the trim ring around the handle and inspect the valve while it's running) to determine that the valve wasn't leaking at all (it was very dry) but it was easy to see that there was a small weeping leak (slow drip from higher up) at the shower head wall pipe. This was a 15 minute fix including eliminating the valve as the source of the leak. Literally the shower head needed to be turned 180°! They could have spent an extra 5 minutes to find the problem and billed me for the hour at $150 and I would have been happy. They would have billed their full hour of time on a 15-20 minute job. Instead they went for the kill and quoted me a rate that would have covered 8 hours of labor and all the parts. Had I approved the $1500 repair it would not have fixed the leak. Would they have found the actual source of the leak and tightened it? Maybe. Would they have been honest about it? Based on my experience... I doubt it. Do yourself a favor and hire a plumber whose ""Loyalty"" is to something other than enriching their own bank account by fleecing consumers that they think don't know any better. If you feel that you must use them, make sure to get a second opinion... you just might save yourself $1400 like I did.

Krystel P.

I try my best to leave positive reviews and avoid negative reviews on YELP because I understand the sensitivity in operating a small business. However, after Abby said she was the owner of the company then spoke unprofessionally, talking over me, taking no accountability or having a growth mindset to listen to the concerns of her clientele I have to make an exception. This company is hired by Costco to install appliances (which is advertised as ""included install"" from their website) however, they purposely do not give you a proper notice you have to do so much to prepare for their visit (or they will charge you exorbitant fees such as $360 for air gap drill and $140 each for air gap hook up). The installers said almost every home they go to is not ready so clearly they know they are profiting from not properly preparing customers for the install in advance when scheduling the appointment. After asking her for empathy and understanding as a single mother being charged $350 for an air gap Abby immediately got defensive and said, ""I'm not going to point fingers or argue with you"". All I wanted was empathy and an open mind to consider properly preparing their installs in advance but it was clear they didn't need the feedback because they design their business model to make last minute money off the people they work with. Really disappointing.

Garner S.

We had scheduled service three weeks in advance and gave full instructions on where to park, how to get into our building etc. After calling to confirm the morning of install we were told everything was all set. The plumber called at 1219 to ask about parking ( we had already gone over all of this with Lenny), then at 115 they said they were not coming because they did not want to park in front of our building - we were supposed to park our own car (which we do not have) in an empty spot to save for them. After going round and round about this and stressing that parking is right in front of the building and also behind it, we were told the plumbers did not want to walk far (it is less than 2 minute walk) and they went to another job. The phone operator hung up on us twice. Worst customer service ever. Lenny was especially rude. @@To add to my review - to reply to the comments from the company. First of all, the building is NOT the Ilikai hotel, it is the Condominiums, a total and separate building and entity. Second, the building was fine with the parking out front as other contractors do EVERY day. Third, it's funny how you spin that I was swearing at Lilly when I wasn't. She HUNG UP ON ME AS I WAS TRYING TO SPEAK. , and I had to call back. Spinning the problem so the customer looks bad is very bad customer service and a form of desperation. We have NO intention of ever using your services in the future so scolding us or trying to taint our review is fruitless. We actually obtained a 5 star plumber who was happy for our business and is installing the item as we speak. Judging by your recent reviews you have a lot of work to do as far as customer service goes.

D S.

Lowe's sent this company to install a microwave that I purchased. Several companies could not remove and install the microwave because they claimed it was too difficult (claimed that they would have to break down our cabinets to do so since I also have granite). Loyalty Plumbing was able to do the job that many said they could not. Prompt, friendly and knowledgeable. I recommend this company. Thank you!

Danielle J.

This company was hired through Costco to install our dishwasher and we did not have one good experience with them. They did respond promptly to getting an appointment scheduled which was much appreciated and also showed up on time, but once service started, I wished I had just shelled out the money to hire my own choice of plumber (which I ended up doing in the end anyways). They continuously tried to get me to add in extra ""fixes"" that would of course...cost extra, it felt more like they were trying to get more money out of the Costco installation than what I'd already paid. When it came to removing the old dishwasher they said it couldn't be removed, so once they left I gave it a go and only after removing the tile in front of my dishwasher did I see that they had never even disconnected the main water pipe from the dishwasher, meaning the whole time they were tugging on it trying to get it out, the copper pipe was moving with it. Who knows what damage was done to the pipe. Now I'm stuck with hiring a new plumber, fixing the tile, and maybe a bent copper pipe.

Terrie K.

We had a leaking shower which another plumber said our Hansgrohe was hard to service and would need replacing the whole guts with Delta at $1300! Zach at Loyalty was able to repair with the Hansgrohe parts I had at $150. Leak fixed! VERY grateful and impressed. Will definitely use them in the future.

N. C.

This is my go to plumbing company for referring to clients and for use in my own personal home. Top notch service, always available when I need them, fair pricing. Can't go wrong!

Chris L.

If i could do a negative review i would. Deceptive business practice. Purchased a Costco stove with their delivery and install option. There is no option for crediting the install as I would have used a plumber I work with professionally. I even let the Loyalty Plumbing coordinator know that. My wife received the stove by the delivery company and Loyalty Plumbing was scheduled to come later on. They started doing work and a few hours in my wife asks if everything is ok. They told her it they assumed it was natural gas not propane and they had to convert it, not once mentioning any additional cost. My wife informed me it is taking longer than normal which I told her If they can't do it then tell them no need. I'll have the plumber I work with do it. I guess they finished and as they were putting tools away and cleaning up the bigger guy says oh there maybe a charge since it was more work. The smaller guy also comes in and said oh I should have let you know that there was going to be a charge. BS. Deceptive practices. Should have a change order time and materials form signed off by the client if there was a charge. Definitely will send this post to BBB as well as Costco.com.

Pat G.

Loyalty Plumbing was contracted by Costco to install our new dishwasher. Three weeks later I discovered a water leak under the sink. I called Loyalty and they sent Ben who said he troubleshoots when problems arise. He said it was the air gap we had installed by another contractor in preparation for the new dishwasher install. Ben came back a second time and installed a new air gap. Ben showed me where the air gap was leaking and he even replaced a line from the garbage disposal. Ben was an excellent technician knowledgeable, polite and he knows his business. I highly recommend Ben and Loyalty Plumbing.

Bill K.

Zac and Pono are awesome. Came out first thing in the morning and fixed a bathroom leak, automatically pinpointed the problem and immediately fixed it. Explained the problem and knocked it out! If you want quality service, friendly help, you need to call loyalty plumbing! We're repeat customers and have asked for loyalty help many times. Completely satisfied each and every time. For all your plumbing emergencies and needs, definitely call LOYALTY PLUMBING!!