Edwards Plumbing & Heating, INC | Ann Arbor

Reviews 3

CO

Court Zuz

Horrible scheduling, customer service, and management. I scheduled an appointment for an estimate on a Thursday afternoon between 1-3pm. The Edwards technician never came (I took the afternoon off from work). I called, they apologized and scheduled an appointment for the same day and time the next week. Once again: no technician came to my house. The dispatcher called me and claimed that the technicians truck broke down. Then the next dispatcher I talked to said that the technician was on an "emergency job." I was justifiably disappointed and complained to the male manager that I wasted 2 afternoons waiting for them to send a technician. And I was disappointed that someone was obviously lying to me. The male manager responded by yelling several horrible vulgar words at me (including the f-word). I will never again even think about doing business with this company... The technicians may be decent, but the managers are horrible, unprofessional, and have no class. And the people who schedule appointments are incompetent. A company that insults you and does not care about customer service does not deserve your money. UPDATE: To be clear, my review is for the Edwards Plumbing and Heating company located in southeast Michigan. I can honestly say that the company representative replying to this review is either ignorant or a liar. The call to Edwards took place several months ago. I seriously doubt you reviewed every phone call over the past several months, unless you have almost no one calling your office. The manager knows what he did, and he used the f-word to a customer over the phone, then hung up. You have a horrible customer service department, and a very disrespectful person you allow to be called a "manager." You are looking up my name on facebook and other forums? Do you want to retaliate against me now? Dont bully consumers - we have free speech rights, and the public needs to know about the way you treat some customers. The reason why I did not write my review right away is because the manager sounded so threatening over the phone, and he had my address. Seriously: stay away from this company! Im starting to think that whoever replied to this review is writing a lot of these "stellar" reviews for his/her company... And if you have to "give away" $25 off or $50 off coupons then that cheapens the service you offer. The truly good and reputable companies never just "give away" coupons. Looks like youre desperate for business! I sincerely hope that my experience will help my fellow consumers save their money. UPDATE: To be clear, when the appointment was scheduled it was in my boyfriends last name. I will not disclose his last name because you obviously cannot take a negative review and we are worried about retaliation. You are a liar and a poor business man with no ethics. There is no way you reviewed over 3-4 months of recorded telephone conversations as you claim. If you did, you would hear one of your managers (of maybe yourself) using vulgar language. To call every negative reviewer a liar and a fake shows how low of a person you are... Be a man, admit your mistakes, and try to do better next time! Or keep living the lies that you are preaching.

BR

Brian Dawe

I can honestly say this is the first time I have disappointed enough in a company to actually send a complaint. Started out great. I had Aaron out to do a simple Furnace Certificate Inspection on 1/28/13. He was great. Called on the way. Showed up on time. Did the job quickly. I paid while he was there. He then told me not to worry about anything. Once he turned in the paperwork, the office will simply send the certificate to the City of Dearborn. I only needed it done because the city requires one to sell my house. I assumed it was done. Finally got the house sold. We are scheduled to close on 5/20/13. I got a call from my agent on the evening of Monday the 13th. He was informed by the city that they never received the certificate. No big deal I thought. I will call on Tuesday morning, and they will take care of it. I called on Tuesday. Lady on the phone was super nice. She told me she would give this to the operations manager, and he will call me back shortly. No one ever called back Tuesday. I call again on Wednesday. Same lady says that she will take care of it, and she will get it faxed over to the city. Again, no one sent it. No one called me back. Thursday comes around, and my agent is freaking out that this is still not done because again, were supposed to close on Monday. I call again on Thursday. Spoke to the owner? He tells me that the operations manager hasnt been in for two weeks. Hes sick, got something wrong, whatever. Sure I dont want anyone to be sick, but harsh reality is this should not be my problem. After some going back and forth, Im told he will send someone out the next morning to take care of it. Get a call around 9 from someone at there office. He tells me that they will be out there in a little bit, so I gave them the lock box code. Hadnt heard anything back by 11:30, so I called to make sure everything was going OK. I was told he was at the house, but hadnt called anything in yet. I called again at 2:30 because I STILL didnt receive anything from them. This time I was told he was "on his way" there right now. Needless to say, its 3:15. No call. No e-mail with the certificate. Nothing. The city office closes at 4:00, and there is no possible way I can get the C of O from them now for Mondays closing. My only option at this time is to delay the closing of the home because this company cant get anything right. Its a simple inspection I had done and paid for almost 4 months ago, made at least 10 phone calls on this week, and its still not done. Im sure they do great work. They wouldnt still be in business if they didnt. Im sure Im an exception. Im sure this doesnt happen with big money jobs. Hell, I only spend $85. Guess I got what I paid for. I will say this in all fairness. It is 3:45, and I just got the certificate. I will say thank you to them for coming through at the 11th hour. Not impressed with the amount of time it took, but they did keep their word and get it to me before 4:00 today. Thank you.

AL

Alvin Mamuyac

Updated - 7/2/16 My faith as been restored with Edward Plumbing and Heating. The owner contacted me directly after I posted this review. He was very sincere and apologetic and wanted to win my business back. He was generous enough to give me a service credit on a future job. Well about a month later, I decided that I wanted a second water meter installed in my home for our irrigation system. I contacted EPH for a quote and to see if the service credit would still be there. I will admit, I was skeptical at first. Some companies would all of a sudden forget a credit was given. But not EPH. The credit was there and they assured me it would be applied to my service request. Drew came out for an initial quote and the service was then scheduled for the following Saturday. I was expecting Drew again, but it turns out Mr. Edwards sent out Bob, who is one of his foreman. Bob and another plumber did a fantastic job. They had to go get some parts, but were back within an hour and finished the job quickly and the work was great and they were very professional. Im glad I gave EPH a second chance. They went above and beyond to gain my business back. I even asked Bob for a quote for a Tankless Water Heater. Its was a little high for my current budget, but maybe next year we will get it installed. EPH will be the first company I call. Thanks again to the owner for taking the time to personally address my concerns. It is very rare these days where an owner would reach out to a customer who has posted a negative review... ------------------------ Promises never kept..... I setup an appointment for Saturday 5/14 to get a quote for a Water Softener. I received a call from Blake saying the were slammed with emergencies but he would give me a quote over the phone. He was very knowledgeable guy and quoted me $1675 for the Softener and Installed. I called back and decided go with the purchase and install. I talked with a Jo and she scheduled me Monday 5/16 between 10am and 1pm. After no one showed up I called and they said they were slammed again with emergency calls. I let it slide. They said they were going to get someone out that day and to give them a few minutes and wait for a call back. 2 hours later, I still havent heard from anyone. I called back, again, and the person, I think her name was Baily?, said she lost track of time and they couldnt get anyone out today. She apologized and promised I would be the first work job in the morning. So she scheduled me for 5/17 between 8am and 10am, again promising me I would be the first job of the day. Well, annoyingly enough, no one showed up. Not even a phone call. I guess there were more emergency calls again. I called and didnt even demand an excuse. I cancelled before the person could get a word in. I will find someone else to give my money too. Not a good way to do business with a potential customer...

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