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  • The only reason I'm giving two stars is because once the tech, Glen, came out everything was great. Getting him to our home was the issue. The office called and rescheduled our appointment TWICE so they ended up coming out seven days after being contacted by the home warranty company for a leak. No sense of urgency whatsoever. The first time we got a call from a gentleman (pretty sure he's the owner), saying they had a tech get injured that day and wouldn't be able to make it. I don't want to call anyone a liar, but they must have very accident prone techs considering the last time we had them come out they canceled for the same reason. Whatever. If they want to lie about something like that then more bad juju for them. I let the gentleman know that we had a trip out of town planned for that weekend. He said there were no more appointments until the following Tues. Okay fine, we canceled our trip and rescheduled for that Friday between 9a-12p. Come Friday morning, I called the office at 8:15AM. I let the female I spoke with know that we had canceled a trip to be available for our appointment that day, and could she please tell me if there were a lot of calls ahead of us. She said no, like I was silly for asking, and that they would call me when a tech was 20 minutes out. At 11:20, I get a call from the female. She says she is very sorry, they are really backed up from the holiday (um, my first appointment was before the holiday!), and they can't come out until Tuesday. I told her that this was the reason I called that morning at 8:15 (when we still could've gone on our trip and not lost out on nonrefundable hotel reservations). She cut me off and said, "Yes I know. You have people coming or whatever." Or whatever?! She went on to say that she would mark our property as "priority" so it wouldn't get moved again. Because apparently it wasn't a priority the first two times. Unfortunately, the home warranty company we have to go through has a contract with this business but next time we need a plumber I will go out of my way to make sure it isn't Straight Line. Take your business somewhere that makes you a priority.
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