
Serving Bethera, SC and surrounding areas
Approved
In business since 1987
Free estimates
Emergency services offered
"I had a water leak in my 2nd floor bathroom leaking onto the driveway below. I checked Angies list and found Servant Plumbing. I called and got an appointment for Friday afternoon between 3 and 5. Tech called me at 4:45 and said he was on the way. I told him the work was outside and it would be dark before he got here. He agreed to come Monday mornng which he did. After tearing part of the ceiling out over the driveway he found where a handiman from last year shot a 2 1/2" brad through the water line and started to leak. We noticed where there were green areas on the copper piping that might leak later. Louis recommended changing out all of the piping in that area and quoted me a price. I had him look at my hot water heater which had much corrosion on the water lines going into the heater and he recommended changing it out as it might explode in the near future. The heater is located in a small room next to my den and within 2' of my mmain electrical panel. With this I agreed to change it out to a new gas tankless water heater. The cost was high but I ws concerned about the unit exploding soon.
I asked for a breakdown in labor and material for the leak and the heater seperate. Rinnai warranty required a copy of the invoice which they wouldn't provide. I got a phone call from the owner, Louis Puglisi, and he said that he didn't want to provide that information.
The next morning at 5:30 I received a 2 1/2 page email from him.
He stated that Rinnai only gives a 5 yr on parts and 1 yr on labor which is not true if you register within 30 days (read warranty on line). Also if I do not register with Rinnai I loose my 12 yr warranty on the heat exchanger. I would like to get a copy of his warranty papers. as he says he warranties for 5 yr parts and labor. I was origionally told by his tech that his work was warrantied but not for how long. I hope he never goes out of business.
I questioned his rates at around $200 per hour. Other Angies list reviews thought that his rates were high also. The bulk of his email was about how he gave me a quote, which I accepted, and that flat rate pricing was the way to go. He said "I know other companies like ARS would have charged you $8,000 to $10,000 and that's NOT an exaggeration." A quote from his email said, "The underlying issue is you're very frustrated because you feel you were overcharged. I'm not sure where this notion came from, but I can only speculate, sinceyou mentioned 12 hours at $200 an hour, wanting a cop of OUR invoice showing what WE paid for the water heater(that's not going to happen, that's private information. And to be honest, you would be the first person in 25 years that has ever asked me for such a thing) wanting a complete breakdown on the invoice." Another quote from his email was "Heck, WE don't even try to calculate the amount of hours it takes to do a job like yours. Sam, we didn't just rebuild a couple of faucets here. This was a highly skilled and highly involved job we pulled off for you. Converting over from an electric to an exterior gas tankless? Running gas lines, insulating water lines??? Nobody can predict how long a job like that is going to take. Nobody. We applied a "rough amount of hours" to your job. We factored in anywhere from 10 to 24 hours." The hot and cold water lines along with the gas line were approximately 10 feeet from the new location. A 10 to 24 hour estimate to install a new heater with all close by, for a company that says they are professionals and does this kind of work, is a very wide window for just installing a new hot water heater within 10 feet of the old one.
He also had a problem with me telling Louis, technician, to go home at 7:30 PM and having him come back the next day to finish work as he still had several hours work left and also had to go to the store to purchace pipe insulation. The work was mostly outside and dark at 7:30 and he only had a handheld light to see with. On top of that he ran the power and thermostat line exposed on a totally seperate path from the water lines and it stood out like a sore thumb. The next morning I gave him a piece of flexible tubing to protect the electrical and thermostat line in and had him rerun it with the new water lines.
The new water heater works good. I now wish that I had put it back into the same room inside area as the old heater due to the looks but that is my fault.
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