| rev:text
| - When the hot water heater went out, it's not something you can wait to 'get around to doing'. It pretty much needs attention, now. Headed to Home Depot and Lowes. Decided on the new hybrid hot water heater - because if there's anything I hate more, it's giving APS more money.
The unit was sold by Lowes (GE/Rheem) and I figured using their installer would make it just as quick. WRONG.
BSJ is a subcontractor for Lowes. You'd think that would mean they'd have exceptional customer service being as a major retailer is sending them business. Maybe they do, and maybe it was just a bad week for their President, but my experience was anything but good.
First, they required an 'inspection visit' which costs $35. OK. Well, they couldn't do it until the next day. (Now day 3 of no hot water). Employee comes out at 6:30pm. Couldn't have been nicer. I was feeling pretty good about this. Said he'd call 'the boss' on the way home, give him the necessary info, and I should have an install estimate and appointment tomorrow. YEAH, HOT WATER AGAIN!
Next day - no phone call - no message. Called my rep at Lowes. They hadn't heard anything. They called BSJ and Brad said he still didn't have it ready but would call in the afternoon. Waiting... waiting... no call. Called Lowes back at 3:30p reminding them that the BSJ tech had promised an install that day. They called BSJ back and was told they couldn't come out and that the platform my current tank was on had to be removed as well as the connection to the timer, before they could perform any work. WHAT? If I have to remove the platform, then that means the entire tank needs to be disconnected. What am I paying for?
I reluctantly agreed because now we're on Day 4 of no hot water and the next day is Saturday.
Lowes gave me two phone numbers for Brad so I could try and talk with him directly. The first number no one answered. The second number turned out to be his cell - OOOPS! Brad answers and I explain my situation. He says he'll call the office and see about getting someone out the next day (Saturday). I hang up thinking GREAT - they realize this has been dragging on and they're going to do the right thing and get someone out here on Saturday. Well, guess what? I'm STILL waiting for Brad to call back. (Now DAY 5 of no hot water)
When I told this to my Lowes rep, they admitted that they sometimes have trouble getting callbacks and prompt scheduling from BSJ. Sounds like it's time to get a new subcontractor.
There are too many plumbers in the Valley to dink around with this kind of nonsense.
BTW? You can find a plumber that will not only come out on Saturday, but also do the install (including removing the old equipment) for a lot less than the almost $500 BSJ wanted.
NEXT!
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