Absolutely the Worst Plumbing Company I've Ever Dealt With…read more
I don't typically leave negative reviews, but after three separate service calls at three different properties, I feel obligated to warn others.
Premier Plumbing has been, without question, the most unprofessional plumbing company I've ever worked with. The common theme in every experience was poor communication, missed expectations, lack of preparation, and unprofessional service.
Property #1:
One repair involved what appeared to be a temporary fix by placing a rag between two hot metal pipes instead of properly addressing the issue. There were also several other items that were either overlooked or not completed correctly, including maintenance on the water heater. While I wasn't happy, I gave them the benefit of the doubt and moved on.
Property #2:
This experience was far worse.
A technician inspected my water heater and showed me how dangerous its condition had become. It looked like it was close to catching fire. Because the water heater was located near my bedroom and close to my children's rooms, I asked that it simply be replaced rather than repaired. He agreed and submitted it for replacement.
Instead of replacing it promptly, Premier Plumbing shut off my water heater, leaving me without hot water for nearly three weeks.
During that entire time, communication was almost nonexistent.
The company would not answer phone calls. Every attempt to get an update had to be done through text messages, and getting a response was incredibly difficult. I had to repeatedly contact my home warranty company just to find out what was happening. As the customer, I shouldn't have to do all of the coordination between my contractor and my warranty company.
When they finally arrived to install the replacement, they showed up without basic tools and had to borrow towels, a hose, and pliers from me just to complete the job. It was one of the most unprepared service visits I've ever witnessed.
Property #3 (The Final Straw):
Unfortunately, my home warranty company assigned Premier Plumbing yet again.
I was given a service window of 2:00-5:00 PM. Since I was out of town, my partner left work early to wait at the property. After waiting over 4 1/2 hours, they still hadn't arrived. He eventually had to leave because he gets up at 3:00 AM for work, so I had to call my son to take over waiting.
The technician finally arrived an hour and a half after the scheduled window.
His vehicle was left parked in the middle of the roadway while he worked, and his overall appearance and behavior raised concerns about whether he was fit to be performing service work.
Communication with management was just as frustrating as before. Phone calls were ignored, and they would only communicate through text messages. When I simply asked for an ETA after waiting for hours, I was met with a rude response asking if I just wanted to cancel.
Even after arriving extremely late, they still couldn't complete the repair because they only brought three of the four required valves, despite already knowing exactly what repair they were coming out to perform. They had to schedule another trip the following day just to finish a job that should have been completed the first time. Not to mention the job he did come and complete is STILL leaking.
The following day, while trying to get another update, I received a text stating they would "fix it, close the ticket, and red flag it."
As a homeowner, hearing the phrase "red flag the ticket" immediately concerned me because it could potentially affect a warranty claim depending on the circumstances. I immediately contacted my home warranty company to document everything and protect myself.
This isn't about one bad day.
This is about three separate properties, three separate service experiences, and the exact same problems every single time:
- Extremely poor communication
- Refusal to answer phone calls
- Requiring customers to communicate only through text
- Late arrivals
- Lack of preparation
- Returning multiple times because they didn't bring the necessary parts
- Unprofessional customer service
- No accountability
The Reno/Sparks area has many plumbing companies available. Consumers have options, and based on my repeated experiences, I strongly encourage people to choose one of them instead.
I gave Premier Plumbing multiple chances because they kept being assigned through my home warranty company. Unfortunately, each experience was worse than the last.
After three separate incidents, I can confidently say I will never allow this company to perform work on any of my properties again.
