PYRAMID PLUMBING

American Home Shield once again used this company as their provider of service for our water heater that nearly started a house fire on New Year's Day 2012. The company never once contacted me. I was always the one that reached out to them and half the time I got an answering machine of some sort. It was clear to me they never listened to anything I said on their system because they would act like they had no clue what I was talking about when I'd call and talk to the gal - even though I'd include dispatch number, address, etc. This dragged on for 3 days. I told her any time I talked to an actual person that I HAD to have a 30-minute notice because I work about 25 minutes from home. I knew they wouldn't call me at all so on the day I had this supposed 11:00a-2:00p window I chose to take the day off of work. Of course, still no phone call from them at ANY point from the day before to the day of the appointment so at 10:15a I called them to ensure I was still on their list for that day. She assured me I was. (this is now Wednesday and we've been dealing with no running hot water since Sunday) At 7:06pm that night I get a call from the tech wondering if I'm home and available. The guy was actually very nice on the phone so I let him come by. He looked it over and left, telling me AHS would have to order the heater - to wait to hear from them. Finally on Friday I get a call from AHS and Pyramid had given them a laundry list of items I needed to get my new heater into code. Their bill? $620 JUST to get it into code. I called a plumber friend of mine and he agreed with most of the items but noted that Pyramid was charging me (as one example) $97.50 for a stupid heater stand that cost less than $25 to buy. Oh, and the code requires that the heater be 18" off the floor (which it is, it's on two cinder blocks which is more than secure enough for the weight) NOT that it had to be some rinky-d*** stand that Home Depot sells - so that was a completely unnecessary rip-off. I didn't bother pricing the rest of the items - all I had to see is they were charging me nearly $100 for something I didn't need. I give their professionalism a B because Paul, the tech that came to the house, was as NICE and professional as he could be but NOTHING else about the company was one bit positive. I've black-listed them on AHS's list - I don't want a company that 1. never contacts me about anything and 2. tries to sell me over-priced items I don't need. The $760 that I've spent was to purchase my own Professional series water heater and have my friend help me install it. I now know this was a BIG mistake because not having a detailed invoice from a licensed company now makes it where AHS will not warranty the new unit PLUS they will only reimburse me $318 for a water heater only, nothing for labor. FYI, I plan to change warranty companies in the near future as I have really had enough of AHS sending us really pathetic contractors (this isn't the first time and since Angies List shows another disgruntled customer of Pyramid and the customer is an AHS member as well I have to wonder why AHS is still using Pyramid. This is the 'last straw' for me with AHS).

Horrible. I ended up calling Drain Doctor and they went above and beyond and fixed the problem within minutes. If the Pyramid plumber had not just wanted to avoid doing his job he could have been in and out of there quickly and gained a customer for life. Instead, I will not use this company and I will tell everyone I know to steer clear. Sheer laziness and ignoring the customer does not cut it.

They re terrible. They diagnosed a leak in the wrong room. If they would have done the work, they would have torn up my entire living room and kitchen floor before he found the leak. His service is not only wrong, he s getting money from me and from the home warranty company.

Well, they ran a pressure test and said the leak was on top of the slab and they were going to have to go through the wall outside. They kind of fumbled through my house. They even switched the washer hoses on my washing machine almost causing my mothers hand to get burnt. Of course, I did not go with them either. I just did not feel to comfy with them at all.

It was terrible. The plumbers were not friendly. The did not block the line. When I called back asking them to come back and repair it, again the company gave me the run around, made excuses, and I had to persist to get them to even call me back, let alone come back and repair what was supposed to be cleared to begin with. Very unprofessional and overpriced!

While completing the repair of the leak, the tech cracked a tile adjacent to the faucet (he was beating, banging and talking to himself while he was trying to get part of the faucet removed). When he finished the repair of the leak, I paid him and called the company. I was told the service manager (Jack Jones) would "call me back in 10 minutes." He never called so I called back in a few days and was told that Mr. Jones would call me "right back." I realized later that Mr. Jones was stalling for time while my check cleared his bank. Once that happened, Mr. Jones stated that he would not repair the tile that was broken during the initial repair of the leak.