Business ProfileforCountryside Plumbing & Heating, Inc.

I would leave a zero star if I could. Long story short we have used this company for years and have been satisfied with the service but this time when they were installing a new faucet the plumbers assistant went and turned the water back on and unbeknownst to us also turned on the outside water. This was in the winter so we didn’t notice it running till the next morning when the basement was flooded with 3 inches of water. We didn’t know where the water was coming from so we shut off the whole house water and that seemed to make it not rise any higher. We started trying to bail it out into a stock tank while we had a call in to the emergency plumber. I also looked for the number of the guy who actually came and called him and told him the basement was flooded and he finally came about an hour later and started trying to figure out where the water came from. Luckily we were in the basement and watching him because when he turned the water back on and was feeling the pipes he noticed the outside water had been turned on and quickly shut it off. He asked if we turned it on and of course we didn’t. He left quickly after that and we had to call over and over to the company to try to get them to file a claim and pay for the damage their guy caused. Come to find out the guy wouldn’t own up to turning it on and because we “didn’t see him turn it on” they refused to acknowledge their wrong and we had to go through our insurance… at least the never sent us a bill for the faucet… well our options were to sue for the deductible or just eat the loss and since they didn’t charge for the faucet we didn’t sue. Come to find out that bit us in the butt because now that we have a water claim the insurance company we have been using for over 45 years won’t cover us! It’s like this horrible experience just keeps coming back to haunt us. We will never use this company again, so if you do and they mess up just be warned. That same guy still works for them and is still driving around.

Looking into our records, the service call you are referring to was in December of 2022, 1 year ago. Our records do show that on Dec. 12, 2022 we were called for a bathroom faucet that had seized up, you were given a quote for a new faucet and on Dec. 30th we returned to install the new faucet, replaced the **trap and supply lines. At the time of replacing the faucet, the service technician did turn off at the main shut off valve, and when questioned, our technicians reiterated that was the only shut off that was turned off and we stand behind our employees and what they stated as work done while at the home. On January 1, we did receive an emergency service call for water in the basement, at that time it was found that the outside hydrant was frozen and had cracked. The technician that responded to the call did shut off the valve that supplied water to the hydrant itself. This hydrant was not to code and should have been replaced with the correct equipment that meets code. This cracked hydrant was the cause of the water in your basement, not that a valve was turned on by one of our staff. And you are correct, you were not billed for the 3 calls to your home, as an in-kind gesture and understanding the issues that you had after multiple conversations of you questioning **************, those calls were not billed. We understand being upset, but we do stand behind our employees and what they stated they did and did not do while on-site for your bathroom faucet repair.