PERFORMANCE PLUMBING & ROOTER LLC

In early January, the hot water heater in the house that I am renting (with option to purchase) broke. I live with my two children, one of whom happened to be in the hospital (Phoenix Children's) at the time. I immediately contacted the landlord, who contacting their homeowners' insurance company. They apparently retained Performance Plumbing to make the repairs. Someone from Performance called me on Tuesday, indicating that it would 3 days -- Frida -- before he could make it out to my house to assess the problem. So, my first wait of 3 days. The plumber arrived generally at the scheduled time, spent 30 seconds looking at the hot water heater, and declared it beyond repair. He indicated that he would have to order a new heater, which would take several days, Wednesday of the next week at the earliest. Thus, the wait continued. Wednesday came and went, with no call. Thursday, no call. Friday, no call. Thus, on the next week, I began calling Performance Plumbing. There was no live person answering their phone, simply an answering machine. I left two messages, but never received a return call. I called at least 30 times that week. On Friday of that week, I spoke with a representative of the insurance company. He advised me that the plumber had told him the problem was with our "expansion tank" and, therefore, not "covered." We don't have an expansion tank! Moreover, regardless of whether the repairs were "covered" or not, I was entitled to hot water, and the repairs had to be made. I went over three weeks without hot water, and with no communication from Performance Plumbing, all the while leading us on to believe that it was being taken care of. Meanwhile, I've got my sick son coming home from the hospital, without access to hot water. I never envisioned a company with such a lack of professionalism. Frankly, given my son's situation, I view their conduct as bordering on heartless.

Great. Jeremy rearranged other appointments to get to my job that day. I was leaking major water! He and a worker dug up my yard, replaced the pipe and the desert landscaped yard looks just as it did before they started.

Plumbing By Jeremy sent "Kenny", who reeked of cigarettes. Kenny very briefly looked at the shower valve without touching it, said he couldn't pronounce the brand name, and wrote on the service slip that it was a "custom" installation and a "steam shower" (which Old Republic does not cover). He refused to even look at the schematic I had of the installation (which would have shown him he was wrong), and told me I had to pay him the $55 service fee and get it out of Old Republic if I wanted it back.

I WAS VERY PLEASED THAT THEY IDENTIFIED THE NEED FOR A NEW WATER HEATER AND REPLACED OURS WITH A MUCH BETTER ONE. HE DID ALL THIS WITHIN AN HOUR. GREAT SERVICE. $40 WAS THE COST OF THE SERVICE CALL UNDER OUR HOME WARRANTY.