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| - My husband and I want to share the absolutely wonderful experience we had with Rich, Owner of AMERICAN PLUMBING & ROOTING. If you want prompt service by a professional in the industry, don't waste your time, energy or money on anyone else, call Rich Tomas!
Have you ever experienced getting home after being gone all day and when you pull into your driveway you see water coming out from under your garage door and entry way going all the way down to the end of your street? Well, unfortunately I experienced this just two days ago. I cannot even put into words how I felt when I opened up the garage door and there was a river flowing from my garage!! Things were already floating!! I was in total shock! I couldn't believe my eyes!! Our 75 gallon water heater had exploded. There were several inches of water covering the floor and the water was still profusely coming out of the water heater!! The water was about to get inside the house! I froze. I panicked. I didn't know what to do or how to process everything around me. It almost looked surreal!
I immediately shut off the water going into the house. Since we have a gas water heater I wondered if the massive amount of water and the damage inside the water tank could potentially trigger a gas leakage. Fortunately, a neighbor came over to shut down the gas valve.
Since we have a home warranty, I decided to immediately call them. I can't express how I felt when they informed me that they did not have a plumber available to come to the house. I had an EMERGENCY!! They advised me that I could contact a plumber if I knew one, but I needed to follow their very specific procedures if I wanted to be considered for at least a partial reimbursement for the cost of the service.
We did not know any plumber, so I decided to visit YELP to see if there was anyone available to drop everything to come to my house. Of course, I wanted only the best and that's why I decided to contact the company listed on Yelp with 53 FIVE STAR REVIEWS under Plumbing Service in Chandler: AMERICAN PLUMBING & ROOTER. When I called, Rich promptly answered the phone. I am sure that he sensed panic in the tone of my voice. He carefully listened to me. Rich assured me that someone was going to come to the house within the next 30 minutes. Oh, I cannot express how happy I felt! To my pleasant surprise, a van with the logo of AMERICAN PLUMBING pulled into my driveway ONLY 15 MINS after I had called!!! I couldn't believe my eyes!! A gentleman got out of the van and introduced himself. It was Rich! He said that after talking to me, he decided that he wanted to take care of my emergency himself. Oh!! Talk about service! Rich immediately proceeded to evaluate the situation. Since my husband was at work a great distance from our home, Rich talked to him and carefully explained to my husband what needed to be done. Having Rich take care of everything gave me peace of mind. I knew that we were in great hands and that he would take care of our problem.
Rich spent almost 4 hours on the phone talking to our home warranty company and patiently answered every question. Home warranties are not the easiest to deal with! Their representatives can be inexperienced, annoying, stubborn, and even clueless about the claims they are expected to process. The home warranty representative that was handling our claim was all of that and more. In the middle of the various phone calls Rich remained calmed, in control, very respectful and a total professional. He even multi tasked while talking on the phone while also alternating between checking the water meter and continuing his assessment of our water heater. Never did I feel that I was being pressured or that Rich was taking advantage of us due to the chaos that we were experiencing. He did not leave the house until he restored the water line getting into the house. Even when it was cold water, we were very grateful to him for making sure that at least we had water.
The next morning Rich called to inform us that he had a brand new 75 gallon water heater for us and that he would be at our house at 10:30am to install it. I could barely believe it!
With his wonderful customer service skills, professionalism, knowledge, accuracy, listening skills, friendly personality, attention to details and prompt service Rich was able to transform a chaotic, confusing and totally unexpected experience into a pleasant one.
THANK YOU Rich, from now on you will be our trusted plumber!
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