K&G Plumbing & Heating

Description of Work: My husband and I have been customers of K&G Plumbing for 3 years - ever since we purchased our house. We had them come in and install a new hot water heater, boiler and several new bathroom fixtures - spending several thousand dollars. Each year we purchased their preferred customer agreement which entitled us to discounts. A couple months ago we experienced flooding in our basement. When we called K&G Plumbing we could not get through and had to call another plumber. K&G Plumbing eventually told us their phones were not working and apologized - pointing out we would have saved "hundreds" of dollars had we used them vs the other plumber but did not offer a discount or anything to compensate us for their unavailability and phone issues. In good faith we purchased another year of the preferred agreement back in August and yet again had the issue with the basement pipes. We tried calling K&G for 20-30 minutes - no one answered any of their lines and when we dialed the operator as instructed we heard a message that instructed us to call back during business hours. During one of the calls I ended up trying to leave a message but was cut off by their machine. I did receive a call back about 30 minutes after the first attempt and was told by Gail that they "have 30 minutes" to call back. Kevin (the owner) and I spoke afterwards and he was not the least bit apologetic - in fact he was combative. I told him I wanted a refund of the $190 or so for the preferred client agreement and he said he would be open to a "partial" refund - not the full refund the agreement said I was entitled to within 90 days if I was not 100% satisfied. TERRIBLE customer service and ZERO customer appreciation here. They will never see another dime of my money and aren't worth your money either.