Reviews

Review Details

• Review fromSteven P

  Date: 09/12/2024

  1 star

  Steven P

  Date: 09/12/2024

  Called them to get an estimate on a new gas PVC vent hot water heater. The quoted price was totally unrealistic. They charged a trip charge to estimate on the water heater. Would go to a different contractor to get bids, would not use them under any circumstance. Unwilling to discuss on the phone. Cut me off. Very unhappy with them.
  

  Austin Plumbing, Heating & Air

  Date: 09/13/2024

  Hi ******,Im sorry to hear that you were unhappy with the cost estimate to convert your existing electric water heater to a power-vented gas water heater. While the $5,523.33 we quoted is certainly a significant amount, the scope of work to complete this correctly and up to code is quite extensive. It includes installing the power-vent water heater, running a new gas line, setting up the exhaust system, and performing the necessary electrical work.I understand that, as a retired HVAC tradesperson, youre capable of doing this work yourself and have your own perspective on how it should be done and what it should cost. Ultimately, whats most important to me is that you end up with a solution that works for you and makes you happy.Im sorry we werent the answer this time, but I appreciate the opportunity and wish you the best moving forward.- ****

• Review fromRay V

  Date: 11/30/2023

  1 star

  Ray V

  Date: 11/30/2023

  Buyer beware! This company appears to just make up their pricing. For a repair they did for me last week, they REFUSED to give a breakdown in parts and labor so I could get a reimbursement for the parts from the manufacturer because my water heater is still under warranty. They refused, so I am stuck with paying for the parts.Even with a 5x markup for the $25 part, would mean they charge over $200/hr for labor. But we don't know because they won't tell us. Is this legal? Is it worth fighting it?
  

  Austin Plumbing, Heating & Air

  Date: 12/06/2023

  Hi ***,I appreciate the opportunity to be of service and for the candid feedback. I apologize that our upfront pricing does not align with what you're looking for in a plumber. Sharing transparent, uniform and upfront completed costs of a service before it begins is and always will be a core value of Austin. Knowing the price upfront and that it wont change is very important to most of our clients, so is not being responsible for things that they do not control such as the efficiency of the company, skill level of the tech, inventory on the truck, etc. I understand this commitment eliminates us from your future consideration, which is disappointing because I feel like we knocked it out of the park with a great repair, same day service, and the other positive things you mentioned in your 1 star review. Especially after seeing that you had been trying to get the contractor who installed the water heater out for weeks with no luck. Thank you for the opportunity and I wish you all the best in the future. -****

• Review fromKurt H

  Date: 11/15/2023

  1 star

  Kurt H

  Date: 11/15/2023

  Not recommended! Long time customer unfortunately out of town on last job they did for us (that ones on me) thought I could trust them but left job site trashed. Find a new plumber. Review never showed up on their site.
  

  Austin Plumbing, Heating & Air

  Date: 11/15/2023

  Kurt, our company has done nothing but promptly offer to address any concern you or Ann had about the excavation project at your home. Our office spoke with Ann, offered, and scheduled a return trip to handle your concerns. After that trip was scheduled, you called our office, yelled, canceled the return trip, and hung up on one of our client care reps. Despite your behavior, and choice to refuse our offer to return, I made personal contact and again offered to make the situation right. I am sorry this was not satisfactory to you. For the record, here is the email I sent you.
  
  Sent on November 7th at 6:21PM:
  
  Hi Kurt & Ann,
  
  I would first like to introduce myself, my name is Eric Smith and I own Austin Plumbing, Heating & Air. I want to personally thank you for your past business and the most recent service we completed which I understand you had some concerns about. I have been personally involved since Ann’s call to our office questioning the old cable/phone line that was visible and how the old cable termination box was left lying next to the air conditioner. I personally reviewed your photos, the before and after phones and sat down with the plumber (who has worked for me at Austin for over 20 years) about this issue. I compiled my findings and asked Allison to call to discuss with Ann and suggested we return to tidy up the old and abandoned cable/phone.
  
  I have become aware that after we promptly addressed all of Ann’s concerns, that Kurt had called our office and refused our offer to come back to tidy up the abandoned cable/phone and re-stake that cable termination box into the ground as it was before our work started. I totally understand how you can view how those old cable lines were left to look as sloppy work, which is why we wanted to come back and make that right.
  
  I hope that before any other judgement is made that you both take into consideration the scope of work and the fact that diggers hotline had this dig site cleared without marking these cable lines (likely because they are not in service) which is why they were disturbed in the first place. We absolutely should have buried them (or cut them off) so they were not visible, and we should have stood the old cable termination box upright when we were finished.
  
  Regarding the condition of the yard after the extensive work that was required. The excavation required to replace a well lateral and replace a pitiless adapter is significant and so is the after the fact landscaping required to make it look like the repair never happened. We try to make it clear that when we are finished with the work that there will be fine grading and final landscaping required. After reviewing the after photos of the worksite, our crew did a great job of piling the excavated dirt on or near the excavation site where it will settle and with some fine grading by others, be ready for seed in near time.
  
  If you would like to reconsider, we are happy to come back and cut that old cable line off so it’s not visible and stand up that cable termination box. If not, I totally understand and wish you both all the best.
  
  
  
  Eric Smith
  Austin Plumbing, Heating & Air
  www.teamaustin.com
  To Book Service- 262-367-3808