Prestige Plumbing Heating Cooling

Business Description:

For fast, reliable and affordable heating, air conditioning, plumbing & drain cleaning service today, call the experts at Prestige Plumbing Heating Cooling.

Categories

plumbers & sewer repair
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James' Review

Professionalism

Total Experience

Will Recommend

Oswego, IL

Prestige Plumbing Heating Cooling

Started strong, but their customer service lost them a sale

I worked with Mark C. on my water heater. Mark was very professional and cordial both over the phone and while he was out here doing the work. They were able to get it back up and running almost immediately.
A few days after initially repairing the water heater, I couldn't get the heater lit, again. After fiddling with the igniter I could to get it lit, albeit briefly, so that I had enough hot water to shower. I called Prestige and left a message to have someone call me to walk me through opening the new, redesigned front plate so I could attempt to clean the inside. This was on 1/7. I didn't get a call back on 1/8. I called again and left messages on 1/9 and 1/13, with no return calls either time. By the evening of 1/13 my water heater was no longer working at all. I have had the water heater replaced, and because of this poor customer service I went with another company. That's $1,300 that could've been Prestige's if they took the time to make a single phone call.

comments

Greetings James,

Thank you very much for taking the time to review our company. Your input, and the feedback from all of our customers is vitally important to us and we always want our customers expectations to be met on every service visit.

After reviewing your service history I do see that Mark C. was out on 01/04/2015 and renovated the burner assembly and tested the system. There were no faults detected and your how water was restored.

On 1/07 you did call into the office and expressed there was still an issue and a return appointment was set up for the morning of 01/08 for a technician to come out free of charge. When dispatch called to inform you that a technician was available and heading to your home you canceled the call and instead wanted Mark to call you back and walk you through fixing a component with-in your water heaters ignition system. The dispatcher strongly suggested a technician come out free of charge to correct the issue, at the same that did not work for you.

Please understand that we do not feel comfortable with walking any homeowner through repairs over the phone when it directly relates to combustion. That is why we stand behind our work and would of come out free of charge to fix the issue and make sure the work it done by a licensed professional.

The front cover is there as a safety feature and because your safety is taken seriously, the only way we can make sure your are safe is to have a trained licensed professional work on the unit. If we walk you through repairing your own unit over the phone and you or your family were potentially injured in any way, or your home is damaged in any way, as a company we do not want to put our customers in that position.

Thank you for your business and we are happy you found piece of mind in a replacement unit.

Prestige Plumbing Heating Cooling commented on 01/25/2016