W W Hawkins Plumbing & Heating
I would love to be able to comment on the service we received; unfortunately, they never showed up. I called on Thursday morning to schedule a technician to help with our blocked sewage pipes. They said they would send someone on Friday, but they were busy, so it would probably be later in the day. My husband took the day off so he could be home whenever they were able to come. They never showed up. At 1 in the afternoon, I tried to call to get an idea of when they might be heading out -- no answer, and got the "voice mailbox for this number is full." I tried again throughout the afternoon. The web site lists a number to text, so I sent multiple text messages to that number throughout the afternoon since they weren't answering the office phone -- no response. I called that number and left a voice mail. I even sent a message through Facebook Messenger -- no response. They finally returned my call(s) on Monday morning at 9:30 in the morning. I'm a teacher, so I couldn't answer right away since I was in class. An hour later, I got a text that the scheduled job had been cancelled. When my husband tried to call the office on his lunch break to figure out why they had no call/no showed us, the office manager was incredibly rude, said they had tried to call and that I hadn't answered (I had no incoming calls from them before Monday, and I'd be happy to verify that with phone records) and had even "stopped by, but it didn't look like anyone was there." There were multiple vehicles parked in the driveway, and if anyone had pulled into the driveway or knocked on the door, the dogs would have alerted and let my husband know, so that statement doesn't add up. When my husband asked to speak to the manager or owner, the office manager told him ,"No. Since you don't answer your phones, it's a waste of time to have him call you" and hung up on him. That's ridiculously poor customer service. If they had told us in advance that they would not be able to make it, we would have thanked them and contacted another plumber. Instead, we trusted this company to honor their word, and they not only did not do so, but were unprofessional, rude, and cost us a day off work for my husband and the cost of an emergency weekend visit from another plumber, as well as refusing to acknowledge their mistake. Absolutely unacceptable
Justine R.
