Evergreen Plumbing & Heating Co., Inc.

They left the door to my basement open and did not tell me when they left. They did not check to see if the heater was working in each unit and left my fiance and I without hot water. The worst customer service I have ever experienced.

I fired Evergreen Plumbing & Heating (EPH) today. Here's why: I have been using EPH for the last few years. I chose them because of their great customer service, not because they were low cost. That seems to have changed. I don't know much about plumbing and heating, but I've been a customer in many places over many years. I called in early June, and set up an appointment for a plumbing repair (non-critical). The original appointment was set for Thursday, June 25, 2020. I received a call from Mike at EPH on my cell phone on the morning of Wednesday June 24, 2020 asking whether I was available for the plumber. I told Mike that the appointment was on the 25th, not the 24th. He told me I was mistaken. Since I was not available on the 24th, I told Mike I would call to re-schedule. I don't agree that I was mistaken, but I couldn't prove otherwise, so I let it go. I called EPH on Friday June 26, 2020 to re-schedule. I spoke with Mike, and we agreed on 9:00 - 12:00 noon on Thursday July 9, 2020. On the morning of Tuesday July 7, 2020 I called EPH to confirm the appointment. The call went right to voice mail. I left a message with my name and number and explained that I wanted to confirm the appointment. I never received a return call. Thursday July 9, 2020 rolled around. I expected a phone call, text message, or email. None of these happened. I did not see a plumber at 9:00. I waited until 10:00 and then called EPH. Sara answered the phone, and I explained that I was expecting a plumber. She did not have an explanation, and suggested that I speak with the service dispatcher. She took my cell phone number, and said the dispatcher would call me right back. I did not receive a return call or see a plumber by 3:30 in the afternoon, so I called EPH again. The call went right to voice mail. I left a message with my name and number and expressed my unhappiness. I received a return call from Mike about five minutes later. Mike said he had been trying to reach my cell phone all day. The number he called was that of an old cell phone. I asked why he didn't call my current cell phone. He said that the old number was what he had on file. I pointed out that he'd called me two weeks earlier on my current cell phone. He then said the old number was the primary number. I asked why he didn't call all of the numbers on file. I didn't really get an answer for that. I admit to being angry by this point. I was not satisfied with Mike's answers, apologies, or lack of effort to retain an existing customer. I said "We're done" and I hung up.

They were extremely timely, but I had some issues with how it was handled. The technician was dismissed the issue as something with my hot water heater that should be covered by warranty. I was also told that it was "not a great hot water heater and I should just replace it." It is a Whirlpool unit from 2011 and since it was not very old, I was somewhat hesitant to "just replace it." It later turned out to be an issue with my gas pressure- which he didn't even try to test. I have later been told by most people that this was something that should have been tested in his assessment. Ultimately, the issue was at the street level and was entirely resolved by the energy utility provider. There was nothing wrong with my hot water heater.