Business ProfileforImmediate Response Plumbing & Rooter Service

Worst customer ********************** ever, and I'm thankful we didn't let them do our work. We got a quote for over $800 out of pocket through our home warranty company to replace our water heater. We had sticker shock and asked for them to break down the pricing for us. The lady we were put in contact with told us all of the additional parts they would need that were not covered by our home warranty. The total cost of the parts was around $200-$300 if we purchased them (and a $100 permit fee we had no issue with) and a random $60 charge that was thrown in and didn't add up with their numbers (this charge was removed and we were told that the technicians did the math...should have been a red flag, but I get mistakes happen and gave benefit of the doubt). When I questioned if that price was parts only since *** was supposed to cover all labor, she said yes. Red flag right there, as that much of a markup is not okay. I asked for the owner to stand by his prices and a 300-500% markup on parts, and he did, but stated that they included labor in those prices since *** would not cover that cost. I immediately called *** (it's own separate issue I'm still dealing with) who said they did cover ALL labor. The *** representative called this company, and (supposedly) was told that I was only being charged for parts, not labor. This is the only part of this experience I cannot fully verify, but that is what I was told by the *** representative. I emailed this company again, stating that if they were not going to charge labor, but the owner said the original $800 included labor prices, my price should be reduced. I was ignored. So I called a couple days later and spoke to the same lady I had been emailing this whole time. "I was calling to follow up on the email I had sent" was met with hostility I could not have imagined. She stated that she had told me all along labor was being charged in the $800 fee. I have it in writing from her that she told me labor was not being charged. And yet she supposedly told *** she wasn't charging labor. After a bit more of being yelled at by her, I hung up. All I needed to know was what exactly I'm being charged for, and what *** does and does not cover. To this day I still don't know, and quite frankly I don't want to be yelled at again to find out.I then called the owner of the company, who initially was very conciliatory and explained they had to charge the $800 to cover parts and labor. Those prices are totally reasonable for that amount, and I agreed on that point. I tried to explain (at this point very upset) the whole situation and how I felt lied to by my contact at the company and still a bit confused as to what *** was actually covering. He agreed to look into it. He then called me back and said he didn't understand the problem. I had been told upfront the charge would be $800, and it didn't matter if that was parts or parts and labor - which I tried to explain based on what *** told me that's not true, since I shouldn't be paying for any labor. He became very short at that point, and said that it was obvious we were not going to move forward with their company so it did not matter. The lady I had been in contact with then told me that it didn't matter because my claim had already been closed with the company and I would have to open a new ticket with them. I called *** immediately to get a new plumber to come out (3 weeks after the original ticket was put in) and asked who closed the original ticket. Their answer was it was not closed, but they had been paid the $75 service fee. At bare minimum that was misinformation from the company.Long story short, the customer ********************** is the worst I have ever had to deal with. If you ask questions or try to figure out exactly what you're paying for, expect issues. I don't know if the lady intentionally lies, or just makes mistakes she won't own up to, but the owner doesn't care to look into it and the whole situation has left me frustrated to the point that I will pay any amount to get someone else to do the work. I had been trying to get answers and get this resolved for 3 weeks, and was told to "take the cash out and get someone else to do it" by this company. I will not recommend them to anyone. If you do get assigned to them by ***, cancel with them and get a different company to come out. Do your research and find a company with good reviews and request them through ***, but save yourself the trouble with this company.