SC Plumbing has been our go-to plumber since 2014. There have been little things that aren't perfect, but they've always been reasonable to work with. Today, I had a horrible experience with them that is forcing me to go elsewhere for plumbing. Since David was very worked up in our phone call, I decided to write up this review in the hopes that he'll process the situation more calmly and rethink how he handled today.
SC was scheduled at 9am this morning to come and look at our water heater that they installed a few years ago (2017?). I explained to the dispatcher that the emergency release valve was releasing water into the pan and that the base of the water heater had some rust (because it wasn't elevated when it was installed by SC). I should also note that the pan doesn't have any way to drain, so upon discovering this problem I had questions as to why the water heater wasn't elevated to begin with to avoid this very situation.
The dispatcher called a few hours before the 9am arrival because there was a plumbing emergency they had to attend to and couldn't make the 9am arrival. I completely understood. Not upset at all about the need to reschedule. The dispatcher asked if I could be available at 11:30a, but I asked her to make it noon since I am working from home and had client calls scheduled.
When they finally arrived late at 12:30p, I was starting another client call and explained that I would leave the door open, but wouldn't be available to discuss the issue with him. Despite setting that expectation, the plumber came up, started asking me questions and I had to interrupt my client call for more than 20 minutes.
In the course of that 20 minutes, while he was very nice, I was asked if I could provide a ladder or step stool; I couldn't get a direct answer on whether the water heater should be elevated in the pan to prevent the water accumulation and rusting that had occurred; I couldn't get a direct answer on whether the water heater would have issues now that rust had set in on the base; I couldn't get a direct answer as to why the release valve was malfunctioning. I was asked repeatedly when it was installed, how hot my water was, and other questions that I think could've been answered without my input from their records or looking at the readout on the water heater.
[My client, who was incredibly understanding and listening to all of this, shared that she couldn't believe how unprofessional this was and said that I was incredibly patient given the situation. I was embarassed to have wasted her time and obviously won't be charging her for the interrupted call.]
Ultimately, he diagosed that he needed to drain the water heater, replace the emergency valve, and said that "if it were him, he would've elevated the heater" but he needs two guys to do that. Given that scope, I said they could call to schedule it for next week.
He left, I was finally able to resume my client call, until it was interrupted again by a call from David, that was agitated telling me his plumber was waiting in the parking lot to do work. I told him that I was on a call and would call him back and he asked me how I wanted to solve this (?). I told him I would call him back when I was available.
When I did call back about 30 minutes later, David accused me of wasting his plumber's time, being unreasonable, and refused to listen to the situation. When I tried to explain all of the above, he repeatedly cut me off, told me I was being difficult to work and communicate with, and became increasingly agitated. I eventually just hung up because yelling at people is wholly unacceptable and I would *never* treat a long-time client that way even if they were 100% in the wrong. Everyone has a bad day, so I am hoping that was the case with David & his team today and that he'll process this and do the right thing going forward.
Bottom line, COVID and a number of other things have made this an incredibly stressful time for everyone and we're all dealing with a lot. I expect that when I am understanding of others and their constraints, they will be understanding with me. I was completely understanding of the challenges that SC had this morning, but that same grace wasn't granted to me when I told them my constraints this afternoon. Instead, I was blamed for not being 100% available when they decided to show up and blamed for them not having two staff members to do a job that required two (how that works I have no idea?).
Going to end it here, because Steve's Plumbing just arrived and so far, they have been great to work with-- answered the phone asking "how can I make your day better", wanted to come out immediately, stated their charges upfront, did a COVID phone screening, & has a mask and gloves without me asking.
I'll be happy to update this review so long as I don't get a charge from SC and David sends an apology. read more
