We live in an older home that the home inspector told us was in fantastic condition when we…read more purchased it a decade ago ("better than newer homes"!). Well, suddenly we've had multiple issues including a clog in the mainline and a leak under the house. The leak turned out to be due to a water heater leak. AHS paid for a new water heater but there were additional costs not covered under our home warranty. We are on a tight budget but after speaking with Scott, the owner, we decided to get the work done anyhow since I liked how he wanted to do the job up to code. We are very impressed with the result! (See photo. They replaced the piping and everything.) Unfortunately, in just the few short days before we caught it, the leak also damaged our bathroom floor. (Our water heater sits up against a shared kitchen/ bathroom wall.) We became seriously worried about the additional costs, as well as possible subfloor damage and mold, etc., so we decided to file our first home owner's insurance ever. We would have been refused if it were not for Scott taking the time to send the insurance company photos of the damage and explaining to them how he knew the leak was short term, etc.! This was definitely going above and beyond because he doesn't get paid to talk to the insurance company. It was also very kind of him and a huge help to us because (as we have now learned), even small leaks can be very expensive. As far as the mainline/toilet clog, we do not have a clean out valve in our bathroom. I remember having another guy come out one time from another company and he refused to do the work because he said he would not pull a toilet! Anthony from Premier Plumbing was so kind and helpful, however! He pulled the toilet, used his equipment (I don't know the name), found a few tree roots, and cleared the clog. He also recommended that we run a camera down the pipes but that was not covered by AHS so I decided to see if our other home repair company, Home Serve, would cover it. I can't say enough about how nice and professional Anthony was/is :) . So, in short, any time I need plumbing work done either through AHS or Home Serve, I am going to ask for Premium Plumbing first!

Bad first time experience I contacted my home warranty…read morecompany regarding issues with my water heater. They assigned the claim to Premium Plumbing, who sent a technician to inspect it. The technician determined that the gas control valve had failed and needed to be replaced. He explained that the water heater was still under the manufacturer's warranty, so he would simply order the replacement part and return to install it at no cost. We agreed to that plan. Three days later, after the replacement part had been delivered to my home, I scheduled the repair. However, when a different technician arrived, he informed me that the first technician had made a mistake. He said that because the water heater was under the manufacturer's warranty, I should have been directed to the manufacturer from the beginning. Which I was not. He also said he needed to contact my home warranty company to see if they would cover Premium Plumbing's labor charges. I don't understand why this wasn't communicated to me before the appointment, especially since the technician said there were notes in the file. Instead, they showed up only to tell me there was a problem, wasting my time. To make matters worse, my home warranty company told me they had denied the claim that same morning and Premium Plumbing had acted too quickly. So they had their own miscommunication their because I didn't even know that until I called the home warranty while the tech was still at my home. At that point, I felt like I was being asked to pay for a mistake that wasn't mine. The second technician quoted me $400 in labor just to install the gas control valve that Premium Plumbing had already ordered. He said my only other option was to contact the manufacturer myself and schedule the repair. After already being without hot water for three days, this was extremely frustrating. I asked him to call the manufacturer, and we then discovered that the manufacturer's warranty actually belonged to the previous homeowner, not me. Given the multiple mistakes and miscommunication throughout this process, I asked if Premium Plumbing would cover the labor cost as a goodwill gesture. They refused. I also asked to speak with a supervisor, but the technician would not allow me to speak to him. He stated he could give me his number but there's no guarantee he would answer at this time but then proceeds to called the supervisor in front of me 5 min later but wouldn't let me speak with him. After nearly an hour of discussion, the technician reduced the labor charge from $400 to $250. While I appreciated the discount, I still don't believe I should have been responsible for paying because all the delays and confusion were caused by Premium Plumbing's error. It is not my fault and it is their job to make sure their technicians are well informed and trained. The technician insisted I would have ended up in the same situation regardless, but I disagree. Had I been given the correct information from the beginning, I could have handled the issue properly three days earlier and likely would not have been without hot water for days. Instead, the technicians left, MY PREGNANT WIFE & I SPENT A TOTAL OF ONE WEEK WITHOUT HOT WATER and we were forced to figure out another solution ourselves