I had a really great experience with Pro-Connect Plumbing, and I wanted to recognize the…read moreoutstanding customer service I received.
Robert arrived right on time and immediately put me at ease. He was extremely personable, understanding, and genuinely compassionate. After seeing the condition of my water heater, he carefully assessed the situation to determine if there was any way to save it. Unfortunately, it had reached the end of its life and needed to be replaced.
Since it was Friday morning, Robert went above and beyond by asking my home warranty company if they could expedite the authorization so I wouldn't have to go the entire weekend without hot water. When the warranty company asked if he could simply provide the replacement tank himself, he was completely honest and reminded them that doing so would likely cost them more. I really appreciated his integrity. He promptly sent them everything they needed, including photos and videos, to help move the approval process along.
Throughout the visit, Robert took the time to explain exactly what was happening, what to expect next, and answered all of my questions before he left. Thankfully, the replacement was approved the same day.
The Pro-Connect office staff was just as impressive. They kept me informed every step of the way, letting me know when the authorization was received, explaining that the warranty company would issue a purchase order to Lowe's, and walking me through the pickup and installation process. They even let me know that Robert was finishing another job in La Mirada but had made arrangements in his schedule so he could return the same day to install my new water heater instead of making me wait until after the weekend.
Sure enough, Robert came back later that afternoon with the same positive attitude and a smile on his face, even after what had obviously been a long day. He introduced me to Carlos, who delivered the new water heater, and Carlos was also friendly and pleasant.
Once the installation was complete, Robert never made me feel rushed. He took the time to walk me through everything he had done, explained the new parts that were installed, showed me the new tank, and talked to me about the safety features to help me feel at ease.
From beginning to end, this was one of the best service experiences I've had. Everyone at Pro-Connect Plumbing was professional, honest, communicative, and truly cared about taking care of their customer. I can't thank Robert and the office staff (also Carlos) enough for going above and beyond. I would highly recommend Pro-Connect Plumbing to anyone who needs reliable, trustworthy, and exceptional service.