ProServ

Joe Z.

Customer service is not a forte of this company. Based on most of the responses I see from the owner on here, I can see it's an issue from the top and not just at the line level.

My Home Warranty company chose this company to replace the tub drain flange/shoe, something I would consider on the minor side of repairs and probably more common than not. ProServ called within an hour and scheduled my appointment for Thursday, 10a-2p. I got a call at 2:05p from the technician letting me know he's running behind (I figured this part out, his phone call just confirmed it) and that he needs a picture of the drain to make sure he gets the right parts from the shop because he doesn't have them with him.

** I would suggest a courtesy call from the technician or dispatcher at the time they realize the technician isn't going to make the guaranteed window. I'm good with late, things happen, but a courtesy call would go a long way in suppressing my frustration. **

Technician showed up at 3:40p, did part of the job but then proceeded to tell me he still doesn't have the right parts to complete the job (again, fairly common task and I even sent him a picture like he asked so he could be prepared). He offered to come back first thing the next morning, between 8a-8:30a, with the right parts and complete the job. I took him up on his offer and asked again to make sure that I'm first on the list and he confirmed.

I get a phone call on Friday at 8:15a from the technician stating he forgot he had an install job and that I will be after that, approximately 11am, and that he'll call me a half hour prior to getting to my location. At 11:45a, I called the technician twice but got no answer, so I called dispatch. I explained to her all that transpired and she heard me out. She mentioned that the technician wasn't supposed to reschedule me to the next morning without authorization from dispatch and that's why they couldn't move the install appt. My response was that this wasn't my issue, it's theirs, and I'm the one impacted by it. An internal communication/process issue should not result in negatively impacting the customer.

I was provided another guaranteed window for Fri, 12p-2p. By this time, the word ""guaranteed"" is watered-down and really has no meaning. At 1:52p, I get a call that the technician is currently in line at his supplier (once again, doesn't have the parts for the fix yet) and is about 20 minutes away. An hour and a half later the technician shows up. He did quick work of what was remaining, acknowledged the fact he was late and wasn't nonchalant about it so he understood I was well beyond frustrated. He was done in 30 minutes and on his way.

I initially selected 1 star for this rating but decided to go with 2 because the technician knew what he was doing and didn't lollygag once he was on site.

This experience has taught me two things:
1) When going through the Home Warranty company for a plumbing or HVAC issue, have them select anyone else except ProServ. I'm a firm believer that good customer service can overcome most of the technical deficiencies of the X's and O's in a company, not the other way around. I have no interest in going through this again with the same company.
2) When the Home Warranty company does select a company for any job, check the Yelp reviews first. I would've had them change it not so much because of the reviews themselves, but because of the owner's responses to his customers.

Susan R.

Superb communication and service! Ingrid was so professional and caring regarding our situation. Kept us informed at all times as to the status of our new refrigerator compressor. Hector, our tech, was so knowledgeable and personable. We will definitely call ProServ again when needed!

Larissa G.

I am a Property Manager and have used Pro Serv multiple times for my personal home and some of our rentals. I would recommend them to anybody. They take care of their clients and have always been professional and helpful. Thank you Shon!

Marcia B.

WARNING!!!!DO NOT USE THIS COMPANY!!!!
My AC broke and unfortunately my warranty chose them to do the service. These people are unprofessional, VERY disorganized and flakes. After the first appointment they were supposed to contact the warranty letting them know what was wrong with my AC and they did not disclose everything making the process longer. They were supposed to come back to measure the unit in the house and the contractor flaked 3 appointments. No call and no show!!! The technician was very disrespectful and heartless about the situation. Ten days after and I still didn't have AC. Do Not use these people!!! Waste of time!!!

Liz N.

I had a small emergency, had to re-schedule my appointment. They had me waiting from noon until the evening. When it got to 8pm I gave up and contacted another repair service the following day. ProServ never showed up and never called me to let me know that they were not showing up. I even called that same day to make sure they were still coming and Tina said they were... no show and no call. Who runs a business this way?

Dianna B.

What a great repairman. On time, knew his craft. Thanks

Gail O.

This company offered the services I needed at a reasonable price. They were professional and reliable.

Dan S.

Thank you again for handling my repair needs.
Professional and courteous.
Dan S

Steven W.

We had a slab leak, Alex from ProServ diagnosed the leak and ran a new pipe through the attic. Alex did an excellent job doing the repair and explaining everything. I would recommend ProServ if you want the job done right.

Dave H.

Cant say enough nice things about these guys. Based on other reviews they are hit or miss but this was one of the companies my home warranty uses, and the ONLY company (of the five) that was able to come out the next day to look at my broken A/C. All the others advertised ""24/7 service"" but when you call them they tell you ""next week"". But Pro Serv had JD come out the next day. He was actually early - but they called to make sure that was okay. He found the problem on Saturday morning but of course the parts supply places arent open weekends. So I knew it would be Monday or Tuesday for the repair. Their office called me Monday to tell me it would be Tuesday morning first thing and JD called at 8:30 and said he had picked up the part and was on his way. He encountered a couple of issues but was professional enough to stay until it was fixed. A/C is back on again. Thank you Pro Serv and a special shout out to JD. You da man!