Before approving True Flow Service to complete a tub/shower removal and water mitigation at my…read morehome, the communication was clear and consistent. I chose True Flow specifically because they are a small, local business, and despite their higher pricing, I wanted to support a local company. Unfortunately, I began regretting that decision on day one.
On the scheduled start date, no one contacted me by 10a.m., so I called and spoke with Kadin. He informed me that the team was gathering materials and would be on their way. By 11a.m., no one had arrived. When I called back, I was then told the crew had accidentally cut a line on a different job the day before and that my appointment would need to be rescheduled. This was unacceptable - not only because the day was already halfway over, but because no one communicated anything to me. Kadin then assured me the owner, Kelley, would personally come out that day to complete the demo and that the overall job would take two days.
Kelley did arrive, but ran into an issue with my tub being concreted in and was unable to complete the demo. He stated he would send two workers the following day to finish the job. I understood and appreciated the update, but things only went downhill from there.
The next day, again, there was no call, no show until I reached out at 10:30 a.m. I was told - once again - that they were gathering materials and would arrive shortly. Kadin and the "master plumber" eventually showed up around 11:30. I expressed my frustration with the late start and no communication. I was reassured repeatedly that the master plumber would "get everything done perfectly."
Over the next four days, Kadin consistently arrived between 10:30a.m. and 11:30a.m., after spending the first hour sweeping while waiting for the master plumber, who often didn't arrive until after 1p.m. Each day, after the "master plumber" finally showed up he would start Kadin on a task, then immediately go outside to his truck to take 25-35 minute smoke breaks - every 15-20 minutes of "work". Yes, I timed him. Kadin would leave around 5 or 6 p.m. for school, and only then would the "master plumber" stop the excessive breaks and work until 8 p.m. The final day, he was in my home working well past 9 p.m.
A job quoted as 'two days" ultimately took six full days.
I raised my concerns directly with the owner, Kelley, on day three regarding the repeated late starts and lack of communication. He apologized. I also mentioned a preexisting water pressure issue, and he assured me it was "just a valve" and that he would work with me, considering the issues I have experienced already. That did not happen. I was charged an additional $500 for a valve replacement that took approximately 15 minutes - and it made the water pressure significantly worse. It took three additional days to address this pressure issue, again with no calls and no on-time arrivals. At one point, I was told they would arrive in 15 minutes; only for owner Kelley to show up after another phone call three and a half hours later.
I gave True Flow every opportunity to correct their tardiness and mistakes. I remained patient and cooperative. But when a company consistently shows up late, fails to communicate, disregards timelines, overcharges, does not honor their word and responds with attitude when concerns are raised, I cannot support or recommend them.
Homeowners(customers) deserve reliability, honesty, and respect - none of which were consistently demonstrated here. I hope this review helps others make an informed decision.
