We had Whitney Services out for a worsening whole-home plumbing/water-pressure issue involving…read moremultiple fixtures. During the visit, the technician discussed concerns that the water softener was causing a restriction/backup and releasing resin beads into the plumbing, with a recommendation to replace the softener and flush the plumbing lines. We were also told that flushing could potentially reveal or cause failures in affected fixtures or components because of the existing buildup.
Afterward, the written service report did not document the specific findings, observed resin, worsening pressure, affected toilets/shower/faucets, or the recommended repairs that were discussed in person. We promptly asked them to correct the record, especially because the claim was being handled through our home warranty, but received no response. Instead, once the warranty claim was denied, we received a text saying the work order was complete, asking for a five-star review, and offering a discounted estimate for the non-covered work. The review request may technically be about the diagnostic visit, but the lack of follow-through, incomplete documentation, and failure to respond to a reasonable request for an accurate report are part of our experience with the company. For a serious and worsening plumbing issue, we expected clear written findings, timely communication, and a report that accurately reflected what the technician said was happening. We did not receive that.
