Hope Plumbing, Heating, and Cooling

We spent $1500 and it still didn't solve the problem.

I'm very disappointed in Hope Plumbing. I explained to the technician that Pilot Light wouldn't stay on. He tugged on a few wires with his hands and then told me that he'd recommend a replacement unit. He said my water heater was old and he wasn't confident that the replacement parts would fix the problem. He also said he would have to order the parts and they wouldn't be in until next week. As it turns out, my uncle fixed my water heater with an $8 universal part from Lowe's. He gave me two options. First he tried to sell me on a tankless water heater for $3,500. I told him I wasn't interested and asked for a cheaper option. Then, he recommended that I replace it for $1,500. I told him I needed to go inside and make a phone call. I called Lowe's immediately while he waited in his van and described the type of water heater (40 gallon, gas). The guy at Lowe's said they could replace my water heater, deliver, install and haul the old one away for $600. Hope was $900 more expensive than Lowe's. I told the Hope technician that I'd already found a much cheaper option so I wouldn't be paying them to install a new water heater. Before I went shopping at Lowe's, I called my uncle to ask for his advice. When I described the problem, he diagnosed it right away over the phone and told me not to buy a new water heater. He purchased a piece at Lowe's called a Thermocouple. It's an $8 piece and he replaced it in 30 minutes. VERY DISAPPOINTED that the Hope "plumber" didn't even mention a Thermocouple. Nor did he use any tools to diagnose the problem. He was only interested in selling me a new water heater for $1,500. I reluctantly paid their $69 service charge so he would leave my property. The right thing for Hope Plumbing to do is refund my money and apologize for the awful customer service. After some quick research, I learned that if the Pilot Light will not stay lit, it's a key giveaway that the Thermocouple needs to be replaced. Every plumbing technician should know that. I will NEVER call Hope Plumbing again.

Not well. The workers said they would only be there for 2 days, they were there for 3 days. We had a bunch of wood for them to lay down on top of the grass so that they didn't destroy the yard - they ignored our request and completed ruined all the grass in a 15 foot radius of were they dug. When we got the estimate, they said that their would be a "little bit of dirt" left above ground afterward and we would have to wait for it to settle. They literally left hill that is 2 and a half feet tall of dirt and rocks piled on top of where they dug. I tried call the manger of the company named Ryan and spoke with his sassy secretary instead. She said he was on the other line and that he would call me back...it has been a week and I never heard back. I'm so glad I paid these people $5000 to destroy my beautiful backyard and then never call me back. Don't use this company!!!

Great customer service, and quality of their work.

John B. was quick and thorough with our clogged sinks. They were here when they said they would be, on time , and in and out within an hour. I am satisfied and confident that the job was completed with care.

Two plumbers came; very professional; very knowledgeable and helpful!

Very well! Quick, efficient, showed me what the problem was. Pointed out the existing wear on the tank's hardware & made a non-pressure type of offer to replace it at a stated cost. Wore a uniform type shirt with an ID attached. I thought that was fair, he installed it promptly.

Hope's employees were hard-working and did their best to find money-saving options on an expensive job. They were prompt, professional, and courteous at every turn, and went out of their way to communicate with us about what they were doing, and when and why it was happening. Expensive and frustrating as this job was, I will not hesitate to call them in the future.

I called on the weekend and had to pay $100 to classify it as an emergency. They arrived the next day (Sunday) and told me they didn't have the right equipment to fix it because it was an older style tub. Then I look out and see "specializing in older homes" written on their work truck. Aggravated me a little. Said they would be back Monday between 8-12. At 1 still no one arrived and they called and wanted to reschedule. I asked for my emergency fee back and she said she would check on that. About 30 mins later I got a call saying they would have enough time to make it that evening. Ended up paying my emergency fee even though I believe I shouldn't have had to. The quality of work was good though.

Very complete and no subsequent issues

VI will not speak poorly of Hope, but I will say that client communication was not to the level I needed to complete my project. May be a little pricey, I cannot be completely sure of that. I stopped the project when I felt like the communication stream became a trickle.

Hope plumbing is amazing to work with! We have an old home and it was difficult to find a cleanout/place to scope the line. They found a cleanout, and gave us a free estimate for adding an outdoor cleanout/replacing the sewer line. They got the line cleaned and pulled out tons of tree roots. Both Ryan and Drew were great to work with, friendly, and very knowledgable. Their office staff makes it so easy to schedule service. Overall, Hope Plumbing was extremely accommodating, informative, and fulfilled our offer and then some. This is our second time using Hope Plumbing and we will continue to use them for our plumbing needs in the future as well.

The company was extremely friendly from start to finish. They were able to come out on a Sunday in a timely manner. On the phone they were very reassuring that they would be able to get the problem solved and gave us a peace of mind. The guy came and was very nice and helpful. He cleaned up and was very respectful. I felt very comfortable and heard as a first time home owner. Thank you for the great service!

very well- punctual, gave good information on different options for kitchen sink

They ripped us off, plain and simple. Terrible service. They did not clean out the floor drain traps, but charged us for them. They did not bring a camera long enough to inspect the sewer line, but still charged us for a completed job. Later when we asked about a refund for the uncleaned traps, they told us that we had to produce all the paper work for the job (quote & bill) to prove we weren't lying. When we did, they still said no refund.

Initially we hired them to replace a leaking combination softener/AC drainpipe in our crawlspace on June 15; two days later we discovered that the drain line was spitting water and asked them to return which they did on June 20. At an additional cost, their first suggestion was to snake out the older part of the drain line which the new drain line was connected to. I suggested we test it by recharging the softener. When I returned to the crawlspace after activating the softener which was in the garage, they were wiping the drain line off with a towel which led me to believe that it was still spitting. In addition, the old drain line had been left lying on top the new line which created noise when it drained. I asked them to remove the old line. They could have cut it out carefully; instead, they folded it and repeatedly jerked it, catching it on a cold-water tee which then broke the tee creating a new leak in addition to the initial drain line leak. They then wanted additional money to fix the problem which THEY HAD CREATED AND I HAD WITNESSED IT. Plumber and supervisor denied there was a spitting leak and that they had caused the new waterline leak. i may be retired but I know what I saw; I found it necessary to dismiss them and hire another company to complete the job.

Kevin and Scott did a very good job, explained all the details of things they were seeing in the drain, and were friendly and professional.

Hope was very prompt and responsive! They provided service on my required dates and stuck to the planned schedules. The plumber from Hope unfortunately did not have the best attitudes. Both my wife and I did not feel great with the way he was responding. We were told it would be around 297$, but breaking into the drywall meant 100$ extra which did not feel reasonable.

Quick service on emergency Saturday evening call. Dispatcher and plumber we both courteous & professional. Plumber was very skilled & knowledgeable, quickly addressed our issue.

Initially they were going to come Friday - I got a call late Friday that said we would have to be moved to Monday first thing. Communication from the company was pretty good regarding that. On Monday they showed up at 9:30 (was told between 8am-9:30) The two guys looked at the inspection report, checked out the plumbing and left to get supplies, which took them an hour. One of the guys was in training and was left in the basement to turn off the water. After a while the lead plumber came and told me that the water shutoff valve was broken and I needed to pay him $350 for a new one. Let me state - I don't know much about plumbing. But both my friend who does a lot of plumbing and another plumber who later looked at this both said I was taken for a ride. The guy in training didn't chose the house side shut off which was an easier valve to use and RIGHT next to the city side but instead used the city side and (according to the other plumber) turned it too hard and jammed the gates.. The Hope plumbers couldn't figure out how to turn the water off at the street so I waited for Citizens to come out while they went to another job. The guys from Citizens showed up quickly, turned it off in about two minutes. I told him what happened with Hope plumbing and he said he has showed up to multiple houses where they came to fix one thing and broke another. He ALSO came in and looked at the valve and said it was their fault and they shouldn't have used the city side. He told me to ask about it when they came back. I called to see when they would be returning and was told they would probably be back around 4. I asked that they make it 5pm as I had to go pick up my daughter from daycare. They showed up around 6pm maybe? and it took them 20 minutes to replace the water shutoff. I asked the lead plumber about what the citizens water guy had said and he immediately said "what do you want me to do" and tried to argue that the other guy hadn't seen the valve that was literally ten inches from the other one and in no way hidden. He quickly said "i'll take off $50"...which considering they were charging me $350 for an inexpensive and quick repair to something they broke seemed unfair. Eventually I agreed to $200 as it was late, my daughter was restless and I felt vulnerable and tired. Would this valve have broken eventually? Maybe. But when two people who are plumbers I trust tell me that these plumbers should have known better and should have used the other valve, it ****** me off. Clearly, the guy in training didn't know, but I don't want to pay for his learning on the job.

Very well, scheduling and performance was a breeze.

There were extra charges to the $99 Big Deal cost. They kind of made a mess. They picked it up, but they made a mess. I was just not very impressed with the quality of the work of the person that was in here.

The plumber said that the toilet was running because a rubber gasket/seal needed to be replaced. That was going to cost us about $185 to fix. The toilet that wouldn't flush simply needed to have a screw loosened and adjusted. That was going to add about another $200 plus to the cost of repairs. With the $65 service call the total repairs would have been approximately $500. I told him for that price I would fix it myself. The gasket/seal cost me $7.48. I replaced it in 5 minutes. On the toilet that wouldn't flush I loosened one screw and adjusted the handle inside the tank about 10 degrees and tightened it back up. It was also fixed in about 5 minutes. For what Hope Plumbing was going to charge us about $500 I was able to fix in 10 minutes at a total cost of $7.48. The estimate from Hope Plumbing was outrageous and unconscionable. They should be ashamed of themselves for trying to charge such an exorbitant fee.

On Thursday (5/12) we discovered our garbage disposal was leaking. We had an appliance company come out Thursday evening and they said the drain was blocked going out of the disposal. On Friday morning we called Hope and they scheduled us for Saturday afternoon. We had the day off, so we called a couple more places and found a drain company that could come same day so we had him clean the drain. He determined the disposal was going to have to be replaced anyway, so I called Hope back and explained we would need to get a new disposal when they came for the Saturday appointment. We purchased the $315 deal for a 1/3hp stainless steel disposal and told them it was purchased. When they arrived on Saturday we found out that the disposal they have covered under that deal is not stainless steel. We made the decision to upgrade - significantly. We paid over $700 for a top of the line Incincerator disposal. Hope would not apply the $315 already paid for the deal and instead told us we would have to get a refund from Angie's List. I wasn't pleased, but we requested the refund from Angie's List and paid Hope their full price minus a 10% courtesy discount. Sunday we ran our dishwasher, which had been working fine prior to the problem with the disposal, and it wouldn't drain. Both the disposal and dishwasher are in the kitchen island so we suspected something went awry with the disposal problem that affected the drain from the dishwasher so Monday I called Hope back and requested a return service call. They scheduled for this morning (Tuesday 5/17). I made it very clear to the scheduler that I absolutely HAD to be out the door by 9:30am at the very latest so if we were to get the service call in I would have to be a first of the morning appointment and they promised arrival between 8a-9a. At 9:08 I called the dispatcher and reminded them I had to leave no later than 9:30. She said the tech was on the way. At 9:20 I put a note on the front door saying I had made it very clear I had to leave by 9:30 and there was nothing that could be accomplished in 10 minutes so go on to the next job. At 9:51 am I got a phone call from the tech telling me he was just heading my way. I'm not having them back.

About a week after we moved into our new house we ran the washing machine for the first time and it caused water to back up from the drain in our basement. We called Hope Plumbing because they came recommended for older houses (ours is 100+ years old..) and they were able to send Scott Franklin out to check it out for us. The first thing Scott did was try to snake the drain but he hit roots and discovered the drain was collapsed. Rather than try to sell us on a costly and hassle-filled excavation process as the only option, he suggested that he could put a stopper on the drain and install a "bucket pump" (i.e. above ground sump pump) to carry water from our washer out of the basement. He also told us that they would not be charging us for attempting to snake the drain which was a pleasant bonus. I agreed and Scott began the installation - he worked on this for the remaining few hours of the day, and then came back the next day to finish the job. Scott was very pleasant, cleaned up after himself, appeared and explained everything clearly. Based on this experience we would definitely recommend Hope Plumbing. I do have a feeling we may have been able to get the job done a bit cheaper but I feel like we paid for quality work and have no regrets. There was also a one-year warranty on the labor performed and a 3-year warranty on the sump pump. Scott also explained how to put a filter on the water hose from the washer to try to keep the drain clear and the pump running longer.