I had previously been a satisfied Action Plumbing customer, which makes this experience especially…read moredisappointing.
I called Action because my AquaNot backup sump pump alarm was sounding. During my 8/13 call, I was told they could come out and replace the battery for $150. Instead, when the technicians came, they did not replace the battery. They told me the backup pump didn't work, the system was outdated, and I was presented with an approximately $3,000 replacement option. I was charged $175 and received no repair.
Action's invoice states that the battery needed replacement and that the pump did not operate when they forced the float. When I called afterward, I repeatedly asked what was actually wrong with the pump. I could not get a specific diagnosis beyond "it didn't work." After questioning the ~$3,000 replacement, I was later told they could replace the system for approximately $1,900.
I eventually spoke with service manager Paul Dykstra. When I explained that I had originally been quoted $150 for the battery replacement, he said Action didn't offer such a service and that battery replacement started around $550. He told me their calls are recorded, so I asked him to listen to my original call.
Instead, the conversation became confrontational. Paul told me, "You seem to have a hard time keeping your numbers straight." He accused me of being rude to the technicians but could not give me an example when I asked. He then told me I was being "emotional" and actually said, "You should see a therapist." He ultimately told me I could pay approximately $1,900 for a replacement and they would credit the $175, or nothing. He ended the call with, "This conversation is over."
Rather than immediately posting a negative review, I wrote Action's ownership a detailed letter with the dates and times of the recorded calls and asked them to review them. I emailed it and sent it Certified Mail. USPS confirms it was delivered and signed for on 8/26. I received no response.
Here is the most important part: I then had another technician look at the system. He found the actual problem. The fuse was bad because the pump shaft had seized. He cleaned and lubricated the shaft, addressed the fuse issue, and restored the existing pump to operation in less than 1.5 hours. The battery was working.
The system Action recommended replacing for approximately $3,000 was repairable. Another technician diagnosed and repaired it in under 1.5 hours.
I paid Action $175, received no repair, could not get a specific diagnosis, was urged toward an expensive replacement, and was then told by their service manager that I "should see a therapist" when I questioned the situation. I gave ownership an opportunity to address this privately and received no response.
After previously being a satisfied customer, I can no longer recommend Action Plumbing.
