If you're considering Mission Plumbing for a major plumbing project, my advice is simple: don't…read moreexpect communication, scheduling, or project management to be their strong suit.
Our project involved replacing deteriorated cast iron drain piping beneath our kitchen and basement. The plumbing work appears to have been completed correctly, but getting there was one of the most frustrating contractor experiences we've had.
The problems started on day one.
I took a day off work because our project was scheduled to begin that morning. Instead, we were told the necessary equipment wasn't available, so the work had to be postponed. While disappointing, I understood that things happen and agreed to reschedule.
Unfortunately, that set the tone for the rest of the project.
Appointments were repeatedly delayed or rescheduled. Crews arrived hours after their scheduled arrival window without anyone calling to let us know. Several times we had to contact Mission ourselves just to find out if anyone was actually coming. We received different explanations from different people, and there never seemed to be clear communication between the office, management, and the field crews.
The estimate created another major source of frustration.
The original proposal left us with a different understanding of what work would actually be performed. Once excavation began, additional problems were discovered, and we completely understood that additional work and additional cost might be necessary. That wasn't our concern.
Our concern was that the revised estimate was so vague that we still couldn't get a clear explanation of exactly what work we were paying for. When you're approving thousands of dollars in additional work, the scope should be clearly documented and easy to understand.
Throughout the project, it felt like we were managing the job instead of the company. My husband and I found ourselves coordinating between the office, management, and the field crew just to understand the schedule, clarify the scope of work, and keep the project moving. That should never be the customer's responsibility.
The repeated scheduling issues also caused significant disruption to our daily lives. We repeatedly adjusted our schedules and prepared our home for crews that either arrived hours late or didn't arrive when expected. The uncertainty made an already stressful plumbing project much more frustrating than it needed to be.
To the company's credit, management eventually became involved, apologized for the experience, and made a significant adjustment to our final bill after determining that part of the originally proposed work was no longer necessary. We appreciated that because it was the right thing to do.
I also want to point out that every employee who came to our home was courteous and respectful. My criticism is not directed at the technicians themselves. It is directed at the company's communication, scheduling, estimating process, and project management.
No customer should have to repeatedly call to find out where the crew is, receive conflicting information from different employees, or involve multiple people just to get a project completed.
The plumbing work appears to have been completed correctly, and the efforts made at the end of the project to resolve our concerns are the reason this is a three-star review instead of two.
Mission Plumbing has good employees. The company simply needs better communication, better scheduling, clearer estimates, and better coordination. If those areas improve, I believe the overall customer experience would improve dramatically.
