AQUA SYSTEMS PLUMBING

Udate Beware: After we canceled the follow on repaid visit with the service provider, we contacted our home warranty provider to treat the condition as a pre-existing condition. This is strange, especially since the service provider had scheduled a follow on visit to fix the damage and reported the leak as a pre-existing condition after we had a fallout. I feel like I am penalized because we had a fallout and did not want to engage with service provider anymore. === Our home warranty service assigned the service provider to check out multiple issues ( including piping leaks in the bathroom, water filtration and pressure systems, and toilet issues). The service provider initially visited on 2/20/23 and only inspected the Piping leak. The service provider was rushed, insisted on collecting the visit fee, and assured us they could check the other issues when they returned to repair the piping leak on 2/28th. I messaged the service provider on the 24th to reconfirm so I could make work arrangements. The service provider confirmed the appointment on 2/28. On the 28th morning, at 10.05 am, the service provider sent a text message stating, "Good morning, this is the plumbing contractor. I can be there on Friday between 11-12 if that works." I found the lack of common courtesy and utter disregard for our situation and time highly unprofessional.

I would never use these people again and cannot recommend them. I have tried to be fair in this review, but I really do feel ripped off. Our tankless water heater stopped working intermittently, and we weren't getting any hot water in the shower. I contacted our home warranty company (we had purchased the home 6 months before) and they said someone from Aqua Systems Plumbing would contact us to set a time to come out to service it. After a few hours I contacted Aqua Systems Plumbing, spoke to Ryan, and we scheduled a time the next day. When Ryan came out the next day, he looked at the water heater and then told me that in order to diagnose the problem he would have to do a service on the water heater, that the service would cost $290 and that it wasn't covered under our home warranty, but if the water heater had to be replaced he would credit half towards the water heater. I wasn't happy about it, but I needed the water heater to work, so he contacted our home warranty company to let them know, and they approved him doing the service. (As an aside, I had priced a regular service on the water heater from someone else previously, and had received a quote of $90 for an hour service AND they would show us how to service it ourselves.) The service fee was on top of the service call fee we paid for him to come out. After a short period of time (no more than 30 minutes, and probably not even that) Ryan told us the water heater had to be replaced. He called the home warranty company to get approval for that, but told us there was about $1550 in "modifications" that needed to be done to install the new water heater, that yes, you guessed it, wouldn't be covered by the home warranty company. Once again we were on the phone with the warranty company to approve this. I didn't feel like I had an option, because I needed to have a working hot water heater. The home warranty company told me that in addition to the $1515 I was paying for "modifications", they were paying approximately $2550 for the new water heater and installation. This means the total cost for the new water heater and installation came to around $4000. When Ryan and his assistant came out to install the new water heater, they spent 3 hours here. When I asked for clarification on just what I was getting for my $1550 in modifications, he rattled of a list of things that didn't make a lot of sense. I asked him to bring a written list when he came, which he did not. I have a handwritten receipt with a lot of illegible stuff on it, but it doesn't make it clear what was covered. Once the water heater was in, I tried to get an accounting of what went into the $2550 the home warranty company paid. I have not received that, but I did do some research and found the same water heater for around $900 in 2 different places. I also found many of the things that were listed as "modifications" for the installation of the water heater could be purchased along with the water heater for about $200. All told the water heater and parts came to less than $1500; 6 man hours of labor cannot account for a total of $4000. 6 weeks later, the new water heater stopped working. Aqua Systems Plumbing sent someone else out, Subba, who spent quite a bit of time trying to figure out what was wrong. He then came back the next day to try again, and contacted the manufacturer or local supplier. After that, the local supplier or manufacturer sent someone out with the part to fix it. To be fair, there is likely no connection between Aqua Systems Plumbing and the water heater breaking, but I was without hot water for 5 days when the new one broke. I can't tell whether the quality of work in installing the water heater and various parts is good or bad. Things are working well now. But I do feel that I was grossly overcharged for "modifications" and that the home warranty company was grossly overcharged for the water heater and installation. I also think that the "service" that had to be done before he could diagnose the problem was complete BS. Diagnosing the problem should have been covered under the service call charge. I would never use these people again and cannot recommend them. I have tried to be fair in this review, but I really do feel ripped off. One last thing...trying to find these guys so I could write the review was very challenging. Their invoice does not have any business name or address printed on it. It's from a pad of invoices you could buy at a stationery store, with the name and a phone number hand written at the top. I only received the list of modifications when they came out the second time (when the new water heater broke) and that list was read to me, not provided in writing. The website listed on Angieslist is for sale. There are 3 different phone numbers listed, but only a post office box for an address. These are not the hallmark of a professional operation.

They came out to look at out hot water heater that was leaking. They realized that we needed to replace it because it was leaking. However, their estimate was twice as much as the other company.