Serving Plain, WI and surrounding areas
In business since 1949
Free estimates
Emergency services offered
"We had our water heater go out last week. We noticed it when we woke up to take showers before work. I called a few places and ultimately chose to go with Harker because the receptionist told me they would be able to come out and assess the heater and replace it the same day. Our water heater is about 7 years old, so we figured there would be a good chance that it would cost the same amount the replace the water heater as to just fix the older one, so that is why I verified with her that they could fix it the same day.
We have a new rescue dog that is not good around men, so my SO came home from work (I had already taken the day off work for this) and she took the dog away from the house so we didn?t disturb the men while they worked. As we expected, there were a few parts that were bad on the water heater and the cost would be similar to repair or to replace. He was done looking at the water around 2:00 and he told me someone would call me for a quote. I was confused as I was under the impression that they would replace it that same day per the lady on the phone. Apparently, that was not the case. This guy wasn?t even the guy who would replace the unit, the guy who would replace the unit was busy and they didn?t have a replacement unit. I was very frustrated and mad?I chose Harker because I was told they could do it all in one day or we both wouldn?t have taken off work. I could have just let my dog outside for a little while for him to look at the water heater. I paid roughly $120 for this diagnostic test.
We then called to speak with a manager at Harker. They tried to get someone to come back out that night and replace the water heater but were unable to. They did have someone sent out first thing the next morning and took about $50 off the service call, which was appreciated but didn?t cover the amount of money we lost at work for missing part of both days. This all could have been avoided by having their receptionist give accurate information. There are a ton of places in Madison I could have called to have my water heater replaced and I chose Harker because I was told they could do it that same day and if they couldn't have replaced it that day, they should have said so and I would have made other arrangements.
Update to Harkers repsonse:
At no time did they ever offer to have the heater replaced that evening for overtime rate or we would have easily paid it instead of taking more time off work. We were told that they could try to get someone out that night but were unable to. The only reason we okay'd them to come back the next morning is we needed it replaced as soon as possible. We did not call later in the day-- it was still in the morning when we called. And, obviously we know that you cannot carry all kinds of equipment around with you, but I was told that it would be replaced that night, so that is the fault of your receptionist to give me misinformation. They will try to write this so they sound like this was our fault for not knowing that they don't carry all the equipment, need licensed plumbers, etc., but we know exactly what was told to us on the phone and exactly how the situationw as handled and it was handled poorly. We stand by our original reivew and will choose to use another company in the future.
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