EJ Plumbing / EJ Home Services came to my home this summer to replace a water heater. The…read moretechnician who initially came out to provide the estimate was very professional, friendly, and knowledgeable. From the phone calls I had with the company before the installation, I also got the impression that they were well staffed and a fairly large operation, which initially gave me confidence that everything would be handled professionally.
I called around and found that EJ was on the higher end price-wise, but I was impressed enough with that first interaction that I decided to go with them. They were also able to install the new water heater ($3k!) later that same day, which I appreciated.
Two technicians came out for the installation. Both were friendly, and the installation itself appeared to be fine. Unfortunately, I was disappointed with the follow-through and the condition in which the work area was left.
After showing us the completed installation, the technicians left without staying to make sure everything was operating properly once we turned on the hot water inside the house. As first-time homeowners, we didn't know that air would need to be bled from the plumbing or that we might initially see sediment coming from the faucets. When we turned on the water about 45 minutes later, we weren't expecting either of those things. It would have been very helpful--and reassuring--if the technicians had run the hot water inside, confirmed that everything was working properly, and explained what we might experience following the installation.
We also discovered several hours later that small pieces of installation debris had been left around the work area, along with a screw/nut and a long, thin piece of plastic pipe. There were also dirty fingerprint marks left on the door leading to the water heater. I don't expect a work area to be spotless, but after paying for a professional installation, I do expect the installers to clean up the materials and debris from their work and leave the area reasonably clean.
Another frustration was the permit. We were not informed that a city permit and inspection would be required. We later learned about this ourselves and had to apply for the permit and arrange for the inspection, which required me to take a half day off work. As first-time homeowners, this process was new to us, and I would have expected a professional plumbing company to explain the permitting requirements when the water heater was replaced.
I initially chose EJ because of its excellent ratings, the professionalism of the technician who provided the estimate, and the impression that I was dealing with a large, well-staffed company. Unfortunately, my experience showed me that a larger operation doesn't necessarily translate into better attention to detail or follow-through.
We were apparently their last job of the day. I can't know whether that affected the service we received, but the way the job was wrapped up and the condition in which the work area was left made the experience feel rushed. For the price we paid, I expected better follow-through and attention to detail.
Based on this experience, I would not recommend EJ, and in the future I would personally choose a smaller plumbing company where I might receive more individualized attention and follow-through.