Katrina Fettig
5 years ago
I wish I would have read these reviews before agreeing to use Premier Plumbing. It would have saved me a lot of time and inconvenience.
I too, was assigned Premier Plumbing through HMS Warranty Company to check out a leak at my hot water heater. Upon arrival, the technician noticed it rusting from the bottom and said it would need to be replaced. He said he would put in a request for a new unit and when it came in (within 5-7 days), they would call me to schedule installation.
I waited over 2 weeks to allow them time for the unit to come in before calling to inquire about installation. I called HMS, they said they approved the work and the plumber would call to schedule. I asked them to send a message for someone to call me, they said they would.
Two days later, still nothing from the plumber, so I called them directly. They tried to pass off the miscommunication on the warranty company, saying they never got approval (when HMS said they submitted approval weeks prior). The soonest they could schedule me was 4 days after that. I asked if there was any way to get scheduled sooner, as it had been 3 weeks since someone had been out, they told me no. I took the 8am-12pm window 4 days later. She said they would call me when they were 30 minutes out.
Fast forward to today - around 11am, I was beginning to get nervous that they forgot about me, considering the hassle I had to go through to get the appointment to begin with. She said I was still on today's schedule, but that the 8am-12pm window wasn't a guarantee, just an estimated time of arrival. Around 11:45am, I got a call from someone saying they were en route.
Hot water heater was installed, they're getting ready to leave, but tell me I still owe $122.00 for a plumbing modification fee. I told him I wasn't informed of said fee and as far as I knew, the $100 deductible was all I was going to have to pay. So, he calls HMS to find out what's going on (leaves the phone on speaker so I could hear) - and apparently, while he's trying to blame HMS for not calling me, it was Premier's fault that I wasn't informed because they never informed HMS of the additional fee. At any rate, after waiting 3 weeks to get the unit installed, I told her I felt that this fee should be waived. She said my alternative was to accept a claim credit and have my preferred contractor install the unit... small problem (as aforementioned)... the unit was already in! Tech 1 was checking for leaks while tech 2 was putting away his dolly & tools and waiting in the truck!
Tech from Premier gets back on the phone with HMS for a few moments. When he hangs up, he looks at me and says, We're done here, as he's walking out the door. I asked if I needed to sign anything for installation and he said, No, and walks away. No, Thank you for your business, Sorry for any inconvenience... not even a Have a nice day!. Seriously appalled by the lack of professionalism after everything I dealt with. As a property manager, had I made any of my tenants wait for 3 weeks to get a hot water heater installed, that would be grounds for them to break their lease. I'm with the rest of the reviewers - not sure how they are still in business, because this would NEVER fly in the professional world.