The owner of this Hickory, PA based company and his son are rude, unprofessional, and have no interest in servicing their work. I recently purchased a home in which they installed a new tankless water heater. Three months after installation the hot water connection that feeds water to the house started leaking. I called and introduced myself has the new home owner. The owner of the company told me his son would call me because he installed the new system.
An entire business day passed and I did not receive a call, so I texted the owner asking when I should expect to receive a call. He replied stating his son was now out of town for the weekend. I replied asking if he or someone else from his company would be calling to fix the leak. He did not reply. I waited about an hour and then called the son's cell phone. He answered and quickly asked who I was and why was I calling him. After I explained he told me he was on vacation. I then asked him if he would send someone else from their company. He replied no and if getting the leak fixed was that important I should call another plumber. I asked him if their work was under warranty and he told me no since I was not the original home owner. I questioned that since warranty service typically follows the product, not the owner. He raised his voice, told me to leave him alone and to call another plumber. Then he hung up.
I decided to send the following text to his father (the owner of the company).
The lack of response yesterday and today's communication does not give me a good feeling about your company. Certainly not a good first impression. And I just tried to have a conversation with your son and he jumped all over me, told me call someone else and hung up me! Clearly your company is not customer focused. Unbelievable!!!
The owner of the company replied by sending me a "middle finger emoji".
To wrap this up I hired a union plumber who told me the connection from the hot water feed out of the tankless heater should not have been plastic. The high temperature of the hot water leaving the system melted the connection, which in turn leaked. So, not only is this company rude and unprofessional, their decision to use a plastic fitting versus copper leads me to believe they also do not follow industry standards. read more