Empire State Plumbing Inc

His office called me at 9:00 am, after I had already taken the day off from work to be available to get the plumbing work done, to tell me he needed to cancel because he had another job that he needed to attend to. I explained I needed the work done that day, especially since it had cost me a day of work. The office checked back with Tom, and then she called me back saying he indicated he needed to wait for an inspector at another job site (clearly not an emergency call), and therefore no one would complete the work I had scheduled. No other appointment (for example for a time later in the day) or compensation for my time was offered. This was very inconvenient for me, disappointing, and costly since it required me to schedule a second day off to get the work done. by someone else.

I have had work done by Tom in the past and thought he did a good job, although his labor cost is rather high. He always had, in the past, shown up when he said he would. Canceling the morning the job was supposed to be done is unprofessional and shows a lack of respect for the customer. If his office had called the day before to reschedule it would have saved me serious inconvenience. This situation reflects poor planning at a minimum. I will not use Empire Plumbing again since I now consider them to be unreliable and unconcerned with customer satisfaction.

Tom came and gave us an estimate on the work. Someone came at the scheduled time and did the work. The actual charge was higher than the estimate. I contacted Tom and he was very quick to explain and resolve the issue.

Tom has been to our house several times this year. He works really hard to solve a problem.

Came the day before to give estimate, arrived on time, promptly performed the replacement and went over the work done to explain how everything functioned.

GREAT!

Our connection for the dryer vent to the outside was never installed correctly and we've had other companies here to clean the vent make the connection even worse when they tried to help.  Empire State did a quick, thorough and correct repair and looked for other things they could repair when on site for the same cost.R

I called Empire; explained the problem; was put on hold to check rep's schedule; told that someone could be on site within two hours; rep arrived and problem was solved within an hour's time. This thermostat is also easier to use than the one that wasn't working properly.

The overall experience with ESP was very positive. There was some delay getting back to us after our initial contact, but Tom Darling apologized for this. He was available via his cell phone for almost instant contact thereafter. Their written contract was very specific - more detailed than some of the of the other companies that we dealt with. This is not a huge company. Tom is the president and apparently does most or all of the estimates himself. This was a welcome change from dealing with salesmen from some of the big outfits that gave us estimates. Their price was very competitive. This was a big job and took two days. Tom's "right hand man" Mike, supervised the job. All the workers were polite and professional. There were a couple of very small leaks where new pipe had been connected to old pipe on the boiler, but when I called Tom about them, they were fixed promptly. One other problem due to an old rusted pipe in the space between a ceiling and floor was also taken care of promptly. This was not due to their work, but was just in the nature of the pipe in this 100 year old house. We paid separately for this repair. Overall, we were very happy with ESP. Tom and Mike were very concerned with making sure we were satisfied. They work very hard and try to establish good customer relations.