ProServ

Matthew D.

Made a call yesterday explaining my needs to have a plumber come and make repairs to a leaking bathtub faucet. Was told by the receptionist that they would have someone out between 10 AM and 2 PM today, and that I would get a phone call notifying me when they were on their way. While I think we can all agree that time windows generally suck, it's to be expected with work that requires a trade skill where you're not sure how long repairs will take client to client.

True to their word though, I got a phone call letting me know the plumber was on the way. I appreciated the heads up so I didn't feel like I was wasting my day waiting for someone to show up and he was there within about 30 minutes of the phone call!

I feel bad not remember the gentleman's name who helped me out, but he was extremely polite and efficient. He took the time to explain what was causing my issue (and could cause future problems if I didn't make adjustments), made the repairs, and was on his way out within about 15 minutes. I'd use them again in a heartbeat!

Steven B.

STAY AWAY!!!! unfortunately my property management company uses them so i have no Choice.

Part of the Issue is not their fault we lost air on the 3 of July. and the hold up was with the Home Warranty company. What the issue is... here I am on the 14 of July the day that they were supposed to be here between the hours of 8-12 and no show. I get a call at 9 am saying that the tech is behind. And we will reschedule for 12-4. we.. guess what.. here it 530 and NO Tech and NO Phone Call to find out when they will be out. I have called 80 times (thanks to my call log).

The dispatch lady was nice at first. but it just seemed like she was getting frustrated with me calling and asking what the status was... How do you have a tech not call to text you back? that what i don't get.. how do you only have 1 tech working today? how can you not call someone in and have them meet the old tech and get the part.... ITS CALLED CUSTOMER SERVICE!!!!!!!

I told the dispatcher that some of the reviews on yelp had mentioned her by name and that she didn't all people back... Guess what! ITS TRUE!!!! never called me back to to let me know when they are coming back.... UGH!

if you have a choice STAY AWAY!!!

Chris T.

I had my home warranty company first American send out Justin. The first time he came out he found the problem within 10 minutes and called First American Home Warranty back , they dragged their feet for two days and ultimately ordered the wrong part. In the end Justin was crucial in getting the correct part picked up in town which saved me a week. Justin got it installed the same day and my air-conditioning is up and running again in my two-year-old's room once again. Thank you for all the effort and I appreciate the hard work Justin did !

Geoff G.

These people are liars. I was told that the tech was getting parts on Friday, but no time to come and make the repair and he would be there at 7AM Saturday. Called the office after 8AM, was told the tech was getting parts and would be here at 9AM now. Tech told their office that he tried to call me, I text him at 7:15 AM and he never responded. These people have no respect for the people they do work for. They have not been on time yet. They are liars. Their Tech made 3 trips to my home and accomplished nothing. This is the third time the management company I rent from sent these people and it took me calling another tech to diagnose the problem. I am now 4 days without AC in 114 degree weather. I WOULD NEVER USE THESE PEOPLE !!!

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