Verified Company
We were disappointed with our most recent experience replacing the faucet and under-sink hot water heater in our kitchen.
First, I requested an appointment online. The form said we would hear back within a day; we didn't. I called to schedule an appointment, and they told me someone would come by 8-9 AM the next day, provide an estimate, and do the work if I approved the estimate.. After 10 AM, they called to say they had an emergency and would call me back in a few hours with an updated time; they didn't. I called the next day and was told someone would come 10-11 AM; they didn't, and we didn't receive a call this time. I telephoned again and was told they would call back to give me a new appointment time; they didn't. A plumber did come by when I was out; fortunately, my husband was home.
The plumbing work seems to have been done well, although a circuit breaker tripped because of where the water heater was plugged in. The plumber took away the old faucet and heater (good) and also the box with the new items, including the documentation and receipt (bad). I asked my husband what the work cost, and he said the plumber said that we would be invoiced, so we didn't get an estimate first; granted, I could have told my husband to request one.
Reply from A.B. Plumbing Service
2025.11.26
Dear Ellen, thank you for sharing your detailed feedback about your recent experience with A.B. Plumbing Service San Francisco. We sincerely apologize for the inconvenience caused by our scheduling delays and communication gaps. We understand how frustrating it must have been, and this is certainly not the level of service we strive to provide. We appreciate your patience and are glad to hear that the plumbing work itself was to your satisfaction. We apologize for taking the new item's boxes that contained essential documentation. We will ensure that these details, along with the project invoice, are sent to you promptly. Your feedback is invaluable and will be used to improve our processes and communication. Please don't hesitate to reach out directly to discuss this further or if you need any additional assistance. We are committed to providing you with a better experience in the future. Thank you for your understanding and the opportunity to resolve this matter.
Verified
