My hot water heater went out on us sometime between 3 am and 5 am one morning. I know this because I work a swing shift and get home around 2am. I had used the hot water that morning before going to bed to wash my hands. My wife saw the water heater was leaking into a pan we have under it that morning and left me a note about it. This is important because of the excuse given by Wright-Jones's technician as to why the heater was leaking.
Initially my home warranty company set up an appointment with Wright-Jones to come out on 04/10/18. I spoke with Tina at the company who set up to have a tech come out at 0730 to assess my water heater, then go to the company and get a replacement, then return at 0900 and replace it. I informed her I would be leaving that afternoon as I had to be in the Springs before 2pm. She assured me it would be done before that.
By 0845 on 04/10/18, still no tech. After calling Tina again she informed me they received an emergency call the night prior and had to pull my tech to go take care of that. Not sure what constitutes an 'emergency' and why a hot water heater that broke and was leaking water continuously was not also an emergency. She informed me a tech would be coming out that morning with a new water heater and would take care of the issue. I received another call at about 1040 saying the tech was going to be leaving their company and head my way. By 1115, still no tech. I called the company back and let them know I was leaving and they could reschedule it for the next day.
A tech for Wright-Jones (Jason) finally comes out just before 0800 on 04/11/18 to assess the heater for my home warranty, and determines it must have gotten frozen and that was why it was leaking. Since he told this to my warranty company, they initially denied the claim and wanted a second opinion.
I called another plumbing company, Flow Right plumbing, and spoke to their owner. Apparently this is something only Jason has ever seen. A hot water heater with a pilot light, a tank of hot water and inside a house at 66 to 72 degrees, just suddenly froze, cracked and started leaking.
The hot water heater is only 3 or 4 years old, and the residence has been in continuous occupation since it was installed.
My recommendation, find a plumbing company with tech's that actually know what they are doing. Either Jason is making stuff up, or he is incompetent, or he intentionally wanted to get my claim denied.
I called Wright-Jones after Jason left, sometime prior to 0900, to find out just how common this is. I tried a couple of times and had to leave a voice message to get a return call.
I could tell I was being sent to voicemail as if someone there was trying to avoid me. You know how the ring tone will be interrupted and then it goes straight to voicemail? That was what it did several times after the first attempt.
A company with integrity would call that customer, or any customer back. Not this one. I finally get ahold of Tina around 1300. I could tell she didn't care to talk to me and was not about to provide any information for me.
This is definitely not the company you want to work with. Give Flow Right a call. He seemed to really know what he was talking about. The good thing here, is that there are a bunch of plumbing companies out here willing to not only take your money, but actually help too. read more
