I purchased a water heater through Home Depot and the work was contracted to DRF. My initial experience was positive, as they said that they would be able to install that day (on a Saturday) and the quote was similar to another one I'd received. The water heater did not get installed until Monday and consisted of multiple visits, each one with an additional unexpected charge. Once the water heater was installed, the technician left but the water in the unit was not working. They charged me an additional $177 to come back and get the water flowing - they said that this was an unexpected issue and therefore charged me for drive time to/from the office. Why would they not test the water before they left?? It took 2 days longer than initially promised and my ~$1500 quote turned in to over $2,000. This is the 3rd water heater I've had installed at this unit and none of the additional work 'required' by DRF had been mentioned by previous plumbers. read more

UPDATE: Jason at DRF reached out to me to express his concern about my experience and offered me a small fee reduction as a courtesy. Although I'm a (reluctant) landlord, I'm not made of money and, though some contractors may perceive my circumstance as a means of running up a big bill, I appreciate the help in keeping my costs down. ------------------------------------------------------------------------------------------- I wish to lodge a complaint regarding the installer. I recently had to replace a failed water heater. I used the service contracted by The Home Depot to perform their installations. Initially, I was quoted a rather high price for the job which amounted to approx. $1450, and included nearly $1000 for labor alone. Incidentally, there was no challenge in installing the unit aside from an elevator ride to the 4th floor, nor was this an emergency job which, naturally, incurs a greater cost to the customer. At the time of installation, the plumber contacted me with the claim that numerous additional tasks needed to be done. In addition to the agreed-upon amount, I was now responsible for an additional $400 (approx.), and my responsibility was now $1850; a figure to which I reluctantly agreed. (I wish I had persisted in my arguing.) I examined the bill to discover that I was charged $135 for the installation of a drip pan, in addition to numerous other absurd charges. I find this practice of last-minute charges deceptive at best; outrageous at worst. I feel distinctly as though I was taken advantage of. It seems like $1850 (less approx. $500 for product cost) for a job which takes 2 hours constitutes an abuse of the customer and, in contracting with such a disingenuous service provider, I expect more from The Home Depot. Buyer beware. read more

My water heater was leaking from the bottom on my neighbor below. DRF quoted an estimate of $750 to replace a 40 gallon water heater, $429 for the unit and $321 for labor. When they arrived, they falsely claimed the top shutoff valve was causing the leak, even though it was leaking from the bottom. They also said because the valve had corrosion, it was a code violation, also false. I complained it was too high, but because it was an emergency, I let them do the work, but since found out I was indeed overcharged and it's apparent was a victim of bait and switch. They charged extra to replace the valve, install a drip pan and re-pipe. They charged $78 for labor for the $35 pan, which amounted to laying it on the floor. They charged for the piping that needed to be replaced for the valve that didn't need to be replaced to begin with. This amounted to a total of $1,082 for a $430 water heater....and a total of $652 for everything else. I since talked to 3 other installers who all said I paid $300-400 too much, even with the "extra" work. They also were not registered to do business in my town and never created a document with the original estimate. They tried to pass this off as a free estimate like it was something special, when in fact it's common practice to provide free estimates. read more

Went to purchase a water heater from Home Depot, DRF INSTALLATIONS INC takes over if you would like an install. They only offer package pricing and that price is WAY over the Home Depot price. They purchase the water heaters from HD and then they sell those to you with the install. Because of this they mark up the pricing and you end up paying more than if you just purchased the water heater and then got it installed. I tried over and over again to get a price breakdown of the water heater and the install separate but they do not have this. Everyone in the company only has the package price. After talking to a few of their people I found that for my water heater price on HD's website and for just their install would have been $300 cheaper than their bundle price. They do not offer adjustments. I would suggest looking elsewhere even if yours just broke, there is no need to get ripped off in your time of need. EDIT: Justin, This is not the same as getting brakes but if you want to use that then. If I went to get brakes installed and I saw some pads on the shelf that were $50 and I wanted them installed and the install was $100. Instead of them using the brake pads on the floor for the price listed, they sold me a package price for the pads and install. For this package it cost me $200 for the same pads and the install. That is what your company did but for WAY more money. read more

We have experienced the worst customer service ever. Our goal was to have a Hot Water Heater replaced. To begin the Company does not come out to your house to see what kind of appliance you have. With that being said they ordered me a WH based on pictures. The day of installation they called me and explained they have the wrong WH and could not complete the service. They advised me someone would call me the following day. No one EVER called. I eagerly called them so I could get the service taken care of. The representative on the phone told me there wasn't anything they could do to get me the WH needed until monday and that if I didn't like it there are other companies out there. I can not believe after all the stress I have been through he felt this was an appropriate comment. I then spoke with a lead rep who promised to call me first thing monday morning and has failed to do so. I can not believe they are okay with conducting service this way. Knowing that a family is already struggling with not having hot water and is a paying customer one would assume they would be considerate, professional and eager to help. read more

These guys are a joke. I was contacted via phone after requesting interest in a quote from Home Depot's website because I needed to replace my leaking water heater. This was not an emergency replacement and I did not need same day or even same week service. My 40 gallon, tall, natural gas water heater is in my basement. It is open and easy to access and adjacent to a floor drain. I already had working shuts for the cold water and natural gas lines at the water heater in addition to internal shut offs where the water and gas lines come into my house. They just needed to turn the knobs disconnect, drain and remove the old unit, put the new unit in, connect the lines and verify everything was OK. I was quoted $1200 for the water heater and installation together. A Rheem, 40 gallon, natural gas, 6 year model that sells at Home Depot for $450 after tax. I told the person on the phone that was way too high and ended the call. read more

What a joke. The water heater at Home Depot costs $500.00 They gave me a quote of $1384.00 to install it. The house is 1.9 miles from Home Depot. They wanted to charge $900.00 install it! I give them a 10 for being up front and honest about their outrageous charges. I give them a 1 for customer service and integrity!! STAY AWAY! read more

Antuan C. installed my water heater and did a fabulous job. Very prompt and professional. I am very happy I called. Will use this company in the future! I highly recommend him and this company for any water installation jobs. read more

Price. $398.29 was the quote to install a sump pump. The quote came from a book. why did I have to wait 5 days and take a day off work to get the quote? Its a sump pump. This quote equals an hourly rate of $1600.00 No offense to the plumbing profession, but really? The repair guys were friendly. Customer service followed scripts. Didn't apply logic. Just scripts. besides the process to receive the quote and the amount of the quote, very likely a good operation. Too bad I didn't get that far. read more

I came home to running water in our garage after being gone for about an hour. This required me to shut off the main valve leaving me, my wife, and 2 month old without running water. We called several plumbers and we were not able to get anyone out until at least Tuesday, due to high demand after the cold snap, this was on Saturday. We contacted DRF and they guaranteed us a technician the next day (Sunday). Laurie, the dispatcher, worked her magic and got us Noe and Brendan for Saturday evening. They were able to quickly fix the leak, and get our family back to having water. I would recommend DRF to anyone needing work done. Thank you DRF and team. read more

DRF via Home depot did a great job installing a new water heater for us on Sunday evening after our water heater broke on Saturday evening. I called DRF after another plumber inspected the unit, confirmed it needed to be replaced, but suggested a poor quality water heater, Bradford and white which could not be installed until Monday. I wish I called DRF to begin with, although the emergency Sunday charge of $200 is a bit high and the total bill exceeded $2000 Mike P and Javier did a great job! read more

Matt B and Noe came out to install a new toilet we bought from Home Depot. They were both very professional, courteous, and FAST! They explained everything prior to the install, and even stated if they found issues there may be additional fees (they specified what they might find, but I can't remember now). There were no issues found, so no extra cost, and overall they did a great job. New toilet looks great and my house and bathroom were left clean - thanks guys! read more

DRF was excellent to work with. The people who called to set up the appointment were courteous and thorough. Donovan and Javier showed up right on time. They were very polite and competent. They were finished in no time & cleaned up nicely. read more

I've had a water heater installed by Kevin in 2012 and garbage disposal replaced by Rich in 2013. They are on time, efficient and clean up after themselves. They were not critical of my old home like some contractors. They gave me estimates when I requested them for other plumbing that needed to be done. The Nicor safety inspectors were impressed with my water heater as well when they did a walk through. read more

Being without hot water over the Christmas holiday is unpleasant. I was connected to DRF through Home Depot and was very pleased with the service from quote to install. The people I spoke with on the phone were very courteous and understanding of the urgency to replace our water heater. Chris arrived later that afternoon and installed the unit very quickly and cleanly. I will definitely call DRF for future needs. read more

The installation of the water heater was quick and professionally done. Tom and his helper took the appropriate measures to minimize any clutter from the job to spread throughout the house. Couldn't be happier. The office forgot to call me back with an approximate time after work order was taken over the phone, but it was an oversight. read more

Beware! Sales staff quotes rates and once onsite they add on hidden fees ($400 for us.) Even though they asked for pictures of our unit and knew very well an expansion tank was needed but hide it from the proposal. Manager did not help one bit. Just got a quote from a competitor including all items needed for $800 less. Don't waste your time and money go elsewhere. read more

We used DRF to install a new water heater through the Home Depot. The first appointment the morning plumbers didn't bring the heater we ordered through Home Depot with the 12 year warranty. They wanted to install a heater with half the warranty of what we ordered along with added cost for an extended DRF warranty to which we said no. They left for the day without installing the water heater. The next day DRF sent two different plumbers and they said we had agreed to the extended DRF warranty, which we had not. We had to speak with a manager on the phone before they would remove the cost of the extended warranty. They installed the water heater. We learned later that week the water heater had been installed improperly (unsafe valve on the hot water) and DRF had to come back and fix it. One of the plumbers left his equipment by accident and DRF called if they can come pick up their equipment and we said they could. DRF continued to call us the entire day at least 10 times about the equipment they forgot even though we had already said he can come pick it up the first time they called. Was it necessary to call us and bother us that many times because your plumber was forgetful or didn't know what he was doing?? Three trips plus the plumber came in the evening to pick his equipment all to install one water heater. Another important item: Before doing any work, DRF makes you sign an electronic document that they are not responsible if anything goes wrong with the plumbing. This effectively "cancels" their "extended warranty." Don't fall for it. They charged $1,800 for their work. We later found that typical water heater installations cost $900. You would think that for such a high price you would get excellent service , but no. They don't know what they are doing. It's extremely unfortunate that the Home Depot recommends DRF. Reflects very poorly on Home Depot to be associated with this company. read more

They were referred by Home Depot for installation to replace a water heater. Andrea was great, gave me all the information I asked for. When the water heater was installed, it was damaged (dented and creased) on both sides. We were not informed of the damage at the time, so when noticed, I contacted them and sent photos of the damage. After several weeks of back and forth, they told me that they would not replace the unit since it was working correctly and offered only a $50 credit. To me, it's like buying a new car with a dent in the door and the dealer saying that it runs fine so live with it. When you spend $1400+ for a new appliance, you expect it to be in new condition. Although they were friendly on the phone, I would not recommend their work nor their installers. DRF has since contacted me and replaced the damaged water heater. Andy who installed it was not happy about it and definitely made it known. I appreciate DRF resolving the issue. read more

Ridiculous. Would never recommend. Was advised that a DRF installer would be out today, Monday, and then they call and say that they cannot make it until Friday. Really -- Home Depot advertises same day install using DRF. At no time, when I spoke to the first gentlemen setting up the appointment, was I told that they may not be able to make the appointment. If I had, I would never had made the appointment. I now had to scramble to contact another plumbing company to get my non-working water heater replaced. I would not recommend this company nor would I recommend anyone use Home Depot for buying a water heater. This company also made Home Depot lose a customer for life! read more

DRF did a great job at our home. They were professional and knew what they were doing.

I was very happy with the work that Antuan & Peter did in my master bedroom. Both gents were very professional and did extremely good work. I would be extremely confident in using DRF in the future. Thank you! read more

Tom R. and Javier were very professional and kept my place clean. As I requested, they wore booties the entire time they worked in my kitchen. Tom took the time to explain to me the basics of how the plumbing worked for my new sink. We are very pleased with their work. read more

Do NOT use the this company. We had a water heater replaced, and before DRF came to our home, the kitchen sink was functioning properly. After they left, the water pressure in the kitchen sink was just a trickle when turned all the way hot, and the hot water did not come to temperature as well. This was not the case before DRF changed the water heater. When I called DRF to notify them of the problem, they said that this was common and that I simply had to remove the aerator to remove excess sediment that was released when they changed the water heater. The problem is, we have a faucet that does not have an aerator to unscrew as the end of the faucet is a hose/sprayer. To this, Maranda at customer service informed me that they could set up a service call, but that we would be charged for it as the sediment was a "preexisting condition." It's unbelievable to me that they can claim that there was a preexisting condition when the condition (the sediment in the sink faucet) did not exist until they changed the water heater. Wherever the sediment was prior to the DRF service call, it most definitely was not in the kitchen faucet. I would encourage others to use a different company when looking to address your plumbing needs as DRF will manufacture additional problems and then try to nickel and dime you to fix the problems that they created. read more

A HORRIBLE experience! They attempted to have me pay for a bundle: installation, water heater, plumbing check, etc. When I said I just wanted an installation only the rep was not pleased. Proceeded to tell me when the plumber would survey what I have, there might be "additional" costs to bring it up to code. Of course, there were "additional" costs, including being told I needed a pan, $200. When I checked the HD website, saw pans are not $200. This company is unethical! For many reasons more, not enough room on this post. When I called to complain, rep said, "We are a faith-based company." Biggest joke of all! Strongly against using this company! read more

DRF completed our 50 gal water heater replacement on 11/16/18. Despite some negative reviews I went with them knowing Home Depot was backing them as their preferred contractor in our area. Though pricing may have been a bit higher than other quotes I had received the Home depot connection gave me piece of mind. Overall I think the product and the installation went very well taking appx 2 hours to complete. The heater passed inspection and has been working great ever since. Their installer Antuan and his apprentice did a nice job too. read more

ask for a hot water heater to be installed on a Saturday called a week in advance want it installed at 11am never got a call sat all day waiting till I called them to find out the plumber couldn't find a hot water heater for me very unhappy about this thank god it wasn't a emergency read more

Friendly, prompt, and quick installation. Dispatch called me right away and the guys were straight forward. More expensive than doing it yourself, but cheaper than others who quoted me and I feel 100% sure that it was done right. read more

I was very disappointed as I was left waiting for the technician today to come out and give me a quote on getting the ventilation for my water heater fixed. I tried calling to find out if someone or when someone was going to get here and got a recorded message that basically said they would call. Well it's 9:30pm, no call, no technician, no estimate, and one wasted day waiting for someone to show up. I guess it's good that this happened BEFORE any work was done. read more

DRF baited us over the phone with $520 installation only of a 40-gallon water heater. We contacted them in-store through Home Depot. My husband purchased & transported the water heater, removed the old one & placed the new one in its place. DRF guys arrived and tacked another $316 to the bill for connecting the water line, adding a water shut off valve, connecting the gas line and replacing a gas valve they claim was not to code, a valve the city code inspector passed one month ago. $845.00 for install ONLY !? We passed and will never use them. read more

I used DRF as the Home Depot installer to replace my water heater. I spoke to a rep at DRF over the phone and gave him all the specs and he gave me a quote for a water heater plus installation that I agreed on and he emailed me a confirmation price. We spent 30 minutes on the phone going over every detail. We agreed to schedule an appointment the following day at 5pm. He did make me aware that it might be tough to get someone out at 5pm but said he would try. The gentleman was very nice and felt good about using this company. Then here is where we ran into the problem: I got a courtesy call the next day at 645am from DRF leaving me a voice mail to confirm the appointment for the day. I returned the call 5 minutes later and the rep explained that it was a courtesy call and that they will work on seeing if they can get a contractor out at 5pm as requested. I called DRF around noon to follow up. The rep told me that they could not get a contractor out and that it would be an additional $250 for an emergency contractor to come out. I told her to that I would rather schedule it during the morning the next day. The rep goes on to go over the account and gave me a higher price for a standard installation, which I did not agree on and picked the Safety and Assurance package which was less than the standard package she was charging me for. I explained that a quote was already in place from a different rep and I told her I would email the quote to confirm. I emailed the quote and the rep gave me a call saying that her boss and herself cannot honor the quote and that it was incorrect pricing. She went on to say that it was a quote from True Value and she said that they sent out a contractor to my unit and nobody was there and that I confirmed over the phone. All was lies, just to get me to pay more. I know what a Home Depot is vs. a True Value plus the email that I forward her with the quote says right at the bottom HOME DEPOT. I was disgusted at the lies pulled by the representative just to score an extra couple hundred bucks for her metrics or quota. I am a new home owner and would of used them again if there wasn't the lies and cheap salesman antics. This rubbed me the wrong way and it is horrible business. You win your customers over with great customer service. You don't need bags of tricks to get more money out of us. You do a good job, present a good attitude. We will come back. read more

DRF Total Property Solution quote me about $826.10 including 50 gallon water heater with Home Depot price $498 and installation. When technicians came to my house he told me that 50 gallon is not fit to my utility room and i need 40 gallons. Price for the 40 gallons was at Home Depot $419 almost $80 less but my total was even higher then initial quote. Then they charge me additional about $400 for installation. They ask me to make decision or they are leaving. When you take a day off to get water heater you not going to take another day off. So instead of the $826 I expected to pay $1,175.79. IfI you don't want to be overcharge find another company read more

When our water heater failed this past fall, I was in a hurry and called Home Depot to replace with a new 50g unit. DRF ended up being the contractor they sent to my home. I had read about a few horror stories with HD contractors, but my experience was a good one with DRF, luckily. They did a good job over the phone explaining the process and prices, with disclosure that if any code updates were required, those costs would have to be added to the total she already quoted me. With all the extra plumbing modifications required to get us up to code, it ended up being ~$200 more than what they quoted me initially for the standard install/removal. DRF technicians alerted me when they were in the area, and then again when they were leaving the previous job in the adjacent suburb. The lead installer, Pedro, was friendly and up front with the costs (again), and with the procedures regarding the plumbing upgrades required. They did a quick job of turning off the water and getting rid of the old leaky water heater. (Yeah!) It took about ~2 hrs to complete (ballpark), with not much dirt/garbage left over from the whole shebang. Pedro explained to me about the temperature settings, and how I could throttle it back a couple notches if the new water heater seemed to be set a little too hot for comfort. All in all a very good experience. If you go through Home Depot for a new water heater, see if you can request these guys by name. read more

A quote for over $700 and the work was done by ABT for $200. They included a bogus $120 multi-unit fee because we were in an apartment building. They said it is for when they have to lug equipment many blocks and for buildings with no elevator etc. Not the case for our place they were able to park within 50 feet of the ground floor door. Fast talkers tried to take advantage of my elderly mother. I could go on and on but the bottom line is they were horrible to do business with! DJ read more

I found DRF through my water heater's manufacturer website for servicing my Rheem tankless water heater for error code 1L. I called them for fixing an error code showing in my water heater display panel. They advised me that a flush would take care of that issue and scheduled an appointment for the flush and charged me $129.99. But even after the flush the error code didn't reset, the technician who did the flush didn't sound very experienced about the issue... They called me the next day and wanted to schedule a service appointment for $250.00 to diagnose what the error code is. As experts in tankless water heaters, I expect them to have known what the issue is before suggesting for a flush, that could have saved my money & time. read more

My plumbing nightmare is over, and it was a far easier fix than DRF made it out to be. As I stated in my previous posting when Pat finally showed up on Saturday, May 13, he stated that he didn't have enough time to complete a job as extensive as he claimed the job at my home to be. Well, I had a local plumber come in this morning (Friday, May 19). Here is what my receipt says about the job: "Poor pressure/temperature regulation at main floor shower. Removed cartridge, flushed out lines, adjusted integral stops. Stops were partially closed. Discovered clogged body spray. Replaced Moen trim." So, DRF sends out Pat. Pat tells me that I need a new mixing valve and a hole has to be cut into my wall in order to replace the mixing valve. All a huge bunch of BS. It ends up being a simple problem that Pat or (IMO) any plumber should have checked and ruled out before going with the "cut a hole in your wall" diagnosis. Really, cut a hole in the wall to pull a broken off piece of rubber gasket out of a shower head/sprayer? Now that my shower issue is fixed, I am once again stating with 100% confidence that DRF is the absolute worst company to call with any plumbing related issue. What Pat told me I needed to have done compared to what actually was done to fix my shower would be similar to an electrician telling someone that they needed to rewire their entire home when all they really needed to do was change a light bulb. So, from customer service at the top all the way down to the technicians that come to your home DRF flat out stinks. Absolutely pathetic. ***UPDATE** 06/02/2017: Over the last couple of weeks, I have been in contact with a woman named Kathy from DRF. She was very apologetic about my DRF experience and assured me that this is not the way that they typically do business and wanted to make the situation right. She did indeed make it right, by reimbursing me for the full amount ($254) of the repair that Mc Donald Plumbing performed to repair my shower. She also sent along a $25 gift card to Home Depot to account for my missing pair of pliers. In the end, DRF owned up to their mistake and literally put their money where their mouth is by reimbursing me for a repair that I had to get another plumber to perform. Overall, I had a good experience with DRF installing a hot water heater for me a few months back and then this unexpected fiasco with the shower. So, in the end, DRF did make the shower situation right and proved to me that they do value their customers and their customer's feedback. read more

This is the world's most belated review! Tom installed a new dishwasher disposal for me over a year ago. He was an absolute pro and gave me many helpful tips on how to best care for it. I tried leaving feedback on review buzz.com and was unable to. Thank you, Tom, for a job well done and for going the extra mile! read more

After 22 years, I felt it was time to replace my water heater. Checked features and water heater costs at Home Depot and Lowes. Liked the features of the Rheem unit at Home Depot so initiated the installation process. Based on their quote over the phone, they wanted ~$800 for installation of a $745 dollar water heater. Then they started saying there were additional costs for a special anode for well water to prevent the rotten egg smell. They also indicated the cost would not go down but could increase based on other items required to met code. They would not break down the pricing, I was not able to get them to verify the water heater was the one I selected other than to say it was a 12 year warranty. They called this morning to let me know I was on the schedule for installation. The installer finally called at 3 pm. I asked him to break down costs, which he could not do. He repeated there may be other costs to bring the unit to code requirements since it was an older installation. I asked what were typical items to be upgraded. He described the vent requirements, the water valve and gas valve requirements. However all my components met his description of meeting current code. The alarm bells were ringing by now based on the lack of price breakdown, hard fixed minimum pricing based on a system they had never seen and what appeared to be a pre-held conclusion that the system would require modification to meet code. When I started to challenge the installer and the DRF call center employee, they both implied that other installers or I would settle for non-licensed plumbers and non-code compliant installation to lower cost. I told them I was insulted by their attitude and they did both apologize, saying they did not mean me to come to that conclusion based on what they were attempting to say. Based on all the issues and the apparently high installation cost, I cancelled the order. Then the call center person e-mailed a quote that if I got the heater and put it in location, they would do the installation for $739. Still believe the cost is too high. read more

On Saturday, December 26, 2018 our hot water tank went out. We have gone through Home Depot for many services over the years and when my husband spoke to Joyce at DRF Trusted Property Solutions, we were relieved to find out that someone could come on Monday (Christmas Eve). It appeared that Christmas was saved and our guests would have hot water after all. My husband asked numerous times if this could be done and if the company was in fact working on Christmas Eve. We were assured that someone would call us on Sunday with a an estimated time frame. On Sunday night, around 7pm we received a call that they in fact were closed on Christmas Eve and had made a mistake. The young woman on the phone even admitted that this company does not communicate via phone call, rather via email. They did not offer to have someone come out, they did not call us today to apologize for the miscommunication. I will now take this matter all the way to the top of Home Depot and if I could choose zero stars, I would. Shame on this company for making an obligation to us that they obviously had no intent to fulfill. read more

Buyer beware on this installer. Charges are not itemized, and are very high. This is my last purchase at Home Depot, where you never know who your installer will be. read more