For several years, I used Arnett Plumbing for any and every plumbing problem I had. They fixed a leaky shower, located the source of water dripping under the kitchen sink, put new fixtures in the kitchen, figured out what was up with my water heater, and even installed a new toilet the week before Christmas. I was pretty happy with their service, and recommended them to family and friends.
But here is a conversation I had with Spencer Arnett, the owner of the company, on Sunday, January 20, 2019. (I've uploaded a screenshot of it in the photos as well).
Me, 7:40 a.m.: Good morning. I have been an Arnett customer of years. I really need a plumber today. Is this possible?
Spencer Arnett, 8 a.m.: Yes, text me ur name and address and what the problem is, then let me dispatch a text, I'm in a meeting for the next 15 min
Me, 8:01 a.m.: Holly /redacted/
Badly backed up toilet in the master bath
THANK YOU
Me, 10:48 a.m.: Can I get an ETA for the technician? I have got to take care of this today. I have never used any plumber but you, but if theres going to be a problem with doing this I need to have time to find another plumber
Spencer Arnett, 10:51 a.m.: I'm sorry, I can't get any of my techs out today, they are all sick or busy on calls till tomorrow.
END
Got that? I asked, "I really need a plumber today. Is this possible?"
Spencer Arnett replied, "Yes."
And then, almost three hours later, when I followed up, he said, basically, "Nope! Just kidding. I can't help you."
He didn't bother to let me know this when he discovered it, even though I was clear that the matter was urgent; he waited until I pressed him on an estimated time of arrival.
On Tuesday, May 14, 2019, I called Arnett Plumbing at 1:51 p.m. to request a plumber, preferably that day but if that was impossible, sometime on Wednesday, May 15. I was told that there was very little chance they could send someone that day, but that someone could probably come the next day, and that NO MATTER WHAT, someone from scheduling would call me back very soon to confirm.
At 4:43 p.m., because I'd heard nothing in almost three hours and they closed at 5 p.m., I called again to find out if/when a tech could come address my plumbing issue. The receptionist said, "Can I have someone call you back?"
I said, "No. Someone was supposed to call me back already, and never did. That's why I had to call you again."
So she put the phone down and I could hear all the background noise (apparently they don't have a hold button on their phone system?); she came back and said, "I'm sorry. You were on the schedule for today, but no one can get to you after all, and all the techs are busy with commercial jobs, so the earliest anyone could get to you is Thursday."
I really doubted I was on the schedule for that day, since I'd be told that was pretty much impossible. But I didn't call out the lie; instead, I said, "This is the second time you've done this to me, told me that you can help me and then just blown me off when it turns out you can't, so I have that much less time to find a plumber who will do the job. This is some serious f***ing bullshit. I have been a loyal and enthusiastic Arnett customer, and this is how you treat me? Shame on you." And I hung up.
Wouldn't you know, at 4:48 p.m., Spencer Arnett himself called me on his cell phone, in high dudgeon because I dared to accuse him and his staff of behaving badly. He was very nasty as he lectured me on how busy his techs all are and how unimportant my business is in comparison.
I said, "How busy you are isn't the point. It's fine that you're busy. If you would have just said no in the first place, I would have called someone else right away. But you didn't do that. Twice now, you or your employees told me you can do a job for me, but when it turns out you can't, you're too unprofessional--too lazy, too inconsiderate, too dishonest--to pay me the courtesy of calling me and telling me that, even when I've been promised that someone would do exactly that. So I really understand that my business don't matter to you, and I don't have time to talk to you, because I have to find another plumber to do the job your employees told me you would be willing to do."
I complained about this to a friend, who told me that she had had the exact same experience with Arnett, of being promised a tech who never actually showed up.
The real kicker is that Spencer Arnett and I are neighbors. I walk my dog past his house all the time. His quickest route to work involves driving past my house. If this is how he treats a neighbor, if this is how little regard he has for people in the heart of his community, how will he treat just any old customer?
Long story short: you'll probably get good plumbing work from Arnett--IF they actually bother to send a tech to help you. There's a good chance they just won't. So save yourself some time and grief and just call someone who actually values your business. read more