Veterans Plumbing and Drain Cleaning

Dan L.

FNHW WO 8259051
On 6/20/21, Fidelity Home Warranty (Fidelity) was contacted regarding our defective water heater. As a result, Fidelity dispatched Veterans Plumbing & Drain LLC (Veterans). Veterans responded on 6/21/21 and determined the heater needed replacing. Veterans contacted Fidelity, and they approved the replacement.
Fidelity called me and told me they would pay for a new heater, installation, and removal of the old heater. They would also pay for the code upgrades, drip pan ($45), and sediment trap ($95). What they were not paying for was the modification of the following items, Temperature & Pressure ($125), Flex line ($105), and Vent ($88.50). I approved these charges, and Fidelity told me Veterans would call me for payment.
I did not from Veterans on 6/24/21, I called Fidelity around noon and was told they would send Veterans a portal message and telephone them. Not hearing, I called Fidelity around 6:30 PM, and I was given two phone numbers for Veterans. XXX I called and spoke with Francisco. He said he received the approval notice around 1 PM on the 24th. I told him I wanted to pay their charges and install the heater on 6/25/21, five days since the initial call. He said he would try and squeeze it in. I never heard back, even when I texted a request for complete information.
Veterans installed the water heater on 7/5/21, which was a week without hot water, after the initial call.
When I called to inquire about the warranty paperwork and paperwork for my tax records, Maritza told me that all warranty information was on the side of the water heater, and they do not give paperwork on home warranty installations.
There is no warranty information on the side of the heater. The only thing of any use is the label with the model number, serial number, and manufacture date. I was told the heater has a six-year warranty, but I have nothing to prove it was installed on 7/5/21.
I called the manufacture of the heater, AO Smith. I was told that the heater has a six-year warranty from the date of manufacture unless I have proof that it was installed at a later date. Even though the label on the heater showed it was manufactured on 5/17/21 and the warranty would expire on 5/16/27. Also, I was to register the heater to validate the warranty. I registered it at this time. I ask how one was to know about registering the heater? He told me it was in the paperwork that came with the heater and should have been left at the time of installation. The paperwork also had other useful information along with maintenance procedures. If one doesn't follow these procedures, Fidelity won't cover the item.
It appears that Veterans is setting the property owner (me), up to fail.
Generally, when Fidelity pays for something, I don't care because they always say they get the best prices, but what do I know. First of all, Veterans charged $45 for a drip pan which I guess is a reasonable price because I've been charged $75 by other vendors and can buy them at the hardware store for $18 - $25. However, the old AO Smith 50-gal water heater had a drip pan. $95 for a sediment trap. You can buy the tee, two nipples, cap, and connector for under $10. I have pictures of the before and after installation.
Concerning the modifications, I have some concerns:
1. Vent Modification - What was modified? The new vs. the old look alike with the same shiny spot.
2. Flex Lines Modifications How do you modify flex lines? The gas line looks the same. I can't tell on the waterline, as the old lines had insulation and new ones do not.
3. Temperature & pressure modification - it appears to be the same.
Veterans' does not follow through with installations. I guess it's ok to be without hot water for a week. It appears the company overcharges to make up for the discount given to Fidelity and charges for items not completed nor delivered.
Today, 08/12/21, I learned that Veterans did not obtain a permit nor does it have a business license from Goodyear, Az.

Cori V.

I have to update my review because I recently had an experience that was not as great as my original experience. As you can see from below, Veterans Plumbing installed a new waterheater for us. Well, two years later and it's not functioning. I have no idea what's wrong with it, so I won't fault Veterans Plumbing for the inoperability. However, when we called them, it took over a day for them to get back to us. Perhaps they are understaffed, so I will give them the benefit of the doubt. When they did get back to us, they asked us to send photos of the water heater via text message and in response, they would send us a quote. I'm not sure how photos of the water heater - which has no visible leaks, cracks, or damage - would help them estimate a quote. Anyway, that was yesterday (8/4) and we still have not received a response. We called someone else who promptly answered the phone and is sending someone out same day. Pretty disappointed with Veterans Plumbing follow up, but leaving 3 stars because the first experience was good.

tiki n.

Poor poor customer service. They were sent to us by our home warranty company Old Republic. They came because we had a shower leak and our hot water heater was leaking. They fixed the shower quickly. They inspected the water heater got the info and said they needed approval even though our home warranty gave them approval right over the phone at the time of the appointment.

The next day they called and said it would be $200 more than the $75 warranty fee because they had to modify the space to make it fit. Ummm if the old one fits why wont the new? Let's not even mention it sits on the garage floor not a pedestal and has clear access with nothing around it. This was over a week ago. No call, no show. I've left multiple voice messages (over 10) as our water heater continues to leak. Old Republic will not call the work order back since Veterans Plumbing came out 1 time. No one returns calls, no one answers even the Tucson number (hoping to reach someone to help us). This is beyond infuriating. Do not use this company if you expect a timely response or a company that cares about your needs! If the water heater goes and damages our home there will be a complaint filed with the register of contractors!!!!!!!

M. Antoine L.

What a pleasant experience. I was having trouble getting a local plumber to my house on a Saturday and they were the third Call that I made and they were more than happy to accommodate my weird schedule. The process was convoluted with the insurance company but in the end, William and Tony replaced my water heater. I couldn't have been more pleased. Great job guys!

Alex W.

Cannot recommend anyone use Veterans Plumbing, even if they are what is available under a home warranty which is what I'm dealing with. My condo is fairly old and I'm feeling that the bathtub pipes will need to be replaced sooner than later. The tub was backing up despite my attempts to resolve it myself so I put in a work order request thru Fidelity National Home Warranty. The work was done ok, but there are some extreme communication issues this company needs to resolve.

My request was put into the system on 4/2/21. I had to call them multiple times the week after during business hours to get their ""administrator"" to call me back. Her words were ""I will call you back within 2 hours"" was a lie, because I had to call back myself the day after. A WEEK LATER is when I finally was able to connect with the ""administrator"" and have a plumber come out to take care of my bathtub. She couldn't bother to call me back though- our conversation was strictly iMessages (because the number I had to call is an iPhone).

Within a few weeks the bathtub started backing up again, so I called Fidelity back on May 7 to issue a recall on the work/have someone come back out. The back-up was worse. As of my review posting I still have yet to see the plumber back out at my house. The week before, he called me 30min out from my house despite me not ever speaking or texting with the company to confirm a good date or time for him to return. The plumber told me he would have the administrator call me back same day but that has yet to happen. So at this point I'm hoping to get a refund on my service and use a personal and DEPENDABLE referral.

Troy-Magda T.

James came out for a slow tub issue. He was professional, courteous and wore a mask. He resolved our issue to our issue to our satisfaction.

Jean G.

They replaced our hot water heater three years ago and here we are with the same situation. It needs to be replaced again. Not right!

Sarah S.

Do not use! They were sent out as part of my home warranty claim process. The first guy didn't help because the attic was too hot (I get it but it is your job to find my water leak). So he sent out his Supervisor later that evening - nice enough gentleman, identified the leak and the fix. BUT someone from Veterans called a Restoration company out to my house and I got hosed by that company. Veterans had absolutely no business calling a restoration company on my behalf - and a shady one at that! They promised insurance would cover the damage, which they didn't because there wasn't any and now I am on the hook. And after having the bill for 14 days, they have now sent me to collections.

STAY AWAY FROM VETERANS! They do not have your best interest in mind nor did anyone discuss calling a restoration company out due to the ""damage."" (BTW, Phoenix Summer, my attic will dry all of the water in no time)

Andrew P.

Absolutely horrendous company and employees. Do not answer or return calls, no showed appt after a 2 week wait for a water heater. Absolute worst!

M B.

My home warranty assigned this company to me to assess my water heater. I didn't get a call giving a 20 minute advance notice. When they arrived they weren't wearing masks. When I asked them to put on masks due to Covid, they said that they wouldn't because my water heater is in my garage. My garage is still a semi enclosed space and if I need to have them speak with me in my garage , droplets remain in the air. They said they don't carry masks in their vehicle and gave a lame excuse that the company is owned by a ""veteran"", but then said they use masks when entering customers home, which I'm sure they have masks in their car for these instances. It makes no difference who owns the company, masks are required for entering any part of a customer's home. They did not offer to return with masks either. I wouldn't recommend this company if they don't take the safety of their customers seriously and state they don't have masks in their car but yet say they use them when they enter a home. I expected more out of a company, especially if owned by a "" veteran""