SERVICE NETWORK PLUMBING & HEATING INC

Very good.

We were introduced to the Service Network through a home warranty company and initially were very pleased. We had two small plumbing jobs done. The prices were good. The workers punctual, knowledgeable, and took a lot of time to fully answer all the questions I had. I thought I had found a reliable plumber I would use for life. Then we contacted them to bring up our gas line. They came out to do the estimate at the end of February and I called back to schedule the job at the beginning of April. I scheduled the job two-and-a-half weeks in advance for a day I had off from work so that I wouldn't have to take PTO. I also scheduled our new stove delivery for the night before so that they could just install the stove once the gas line was brought up. The morning of the job (it was a Friday) I was doing work around the house and waiting. When the end of the scheduled window was coming to a close I gave them a call to just check in. Turns out they had never scheduled my job and asked if I was sure I had called them (which bothered me). I remember the conversation I had with the scheduler and my phone has a record that I called and spoke to someone. They were very puzzled and apologetic. I explained that this was a major inconvenience as we had no stove and thus no way of cooking until they came out. They rescheduled us for the following Tuesday afternoon. I said that we expected the price to reflect our inconvenience and they replied they could probably knock off $30 of a $600 job. Desperate to get the job done I still agreed to have them come on Tuesday. I had to take time off work for the newly scheduled job. I got a call the following Tuesday at 2pm saying the technician was on his way and would be there in 30 minutes. At 3:15 the guy finally showed up, took some measurements, and then asked when I wanted to schedule the job for. I replied that I thought they were going to be doing it today and explained our situation again. He apologized and said the earliest they could do it was Thursday, they had lost the list from the estimate so didn't have the necessary materials. I understand that mistakes happen, but when the mistake is the business' fault I expect that customer service is a priority and an effort to take care of the customer and recognize the inconvenience will be made. I could even get over the postponement happening once, but not twice. I will not be returning to the Service Network and I did not have them come bring up the gas line. I would rather postpone having a stove and oven than give them my business.

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On 12/30/14, we filed a claim with First American Home Buyers Protection as our furnace stopped working. They assigned the claim to Service Network Plumbing and Heating, Inc. Technician arrived and identified that the P-trap and drain lines were frozen and began to disassemble the furnace and drain lines. Technician defrosted the furnace using our blow dryer and ladder and got it running prior to contacting the home warranty company for authorization. This process took approximately 30 minutes total. Authorization was denied. Tech then collected $60 service fee and provided an estimate of $470-$520 to prevent future freezing. We declined to have him complete the work. We were then provided a bill of an additional $220.00 to "disassemble, thaw and reassemble drains." At no time was an estimate for thawing the furnace provided or authorized and we feel that the $60 service fee should have covered a majority, if not all, of the disassembly, diagnostic and reassembly. When we contacted another company about the repairs needed, we were advised that what we were quoted was not necessary and that the issue could be resolved for under $200 total.

They quickly diagnosed the problems and fixed them in an efficiently and cleanly. The service man was very polite and explained everything satisfactorily

The guy who came has been coming for years but I have to say that he did some things that we will no longer use the plumbing part. We love the electrical and heating guys, but for one thing he brought a guy over to do a scope because he didn’t like what he saw. He had told us the guy would charge us $199 to do the scoping. The guy he brought handed us a card that said $139 with 20% off and he was not with Service Network. When my husband went over to ask how much we owed them, he said Chris the plumber prefers to pay himself and he said to call him. Then we got the bill from Chris which we had already prepaid him for resetting the toilet and everything. There was no reason other than resetting the toilet that he had to come and that had been prepaid. So then we got the bill with a $199 and he had added a finder fee on for himself. The guy he brought said that he was sorry and he couldn’t do anything about what he charges us. Then he gave us this out the cuff figure because we had to redo our sewer once we got the scoping figured out. Our whole sewer line he said would be $12000, but we would have to remove the fence to get the backhoe in and we would have to take down and replace our deck. We got two other bids and both of them included all of that. One of them was $9500. I would love to separate it out because I loved the other guys at Service Network, but not Chris the plumber. For the price, the only work we actually had them do was the roto-rooter and we have been using them for years so I don’t know if anybody else does it. For quality, they did clear the backup and they put the toilet back on right. For the responsiveness he was good. He was here within a couple of hours after when we called. I would not use them for plumbing but I would use them for heating and air conditioning. We have all kinds of confidence in the heating and air conditioning parts of their business but we will not use the plumber again.

I spent around $3000. I thought their price was very fair. They did a pretty good job. I would recommend them. I would use them again in the future.

They arrived when scheduled, dealt well with my elderly father, found and replaced the bad part, and tested the system. No sales pitch or wasted service time. Great job!

They always show up when they say they are going to come, and they always call me if they are stuck at another job. They are great about keeping in touch. It is a very small company and the plumber knows every inch of my house. He tells me exactly what a job is going to cost, and they charge by the job and not by the hour. They are not cheap but the bill will not be a big surprise at the end. I even call them for emergencies in the night and somebody is always there to answer. I usually use the same plumber, but if I can't get him, everybody else they send is as decent as him. I am very happy with them.

They did a good job. I was satisfied with their service. I had four quotes; they quoted exactly what I wanted, and they were the least expensive.

Installation: fine. Follow-up: poor. New Rheem furnace emits an annoying "boom" sound near the end of the blower cycle. Sound is from the heat-exchanger (not from sheet metal). Two technicians examined and agreed sound was from heat-exchanger, but both indicated that furnace "was not faulty and nothing could be serviced." Both technicians said they would "check around at the Rheem supplier and get back to me." Neither technician has subsequently responded.

We started using them because they were recommended by the previous owner. They know our house more than we do! They are very professional and are very responsive. They are polite, friendly, and thorough. We will continue to use them and would recommend them to others. The approximate cost listed is for a service call.