I would give zero stars if it let me
I would give zero stars if it let me. First about this company, you get to talk to an AI Chat Bot named Sara. She'll have a dispatcher call you back. I contacted this company Thursday night to have my hot water heater replaced. I had hot water but the tank was leaking. Friday morning a plumber named Mike came over to give me a price. To me, I like Mike. I wish he was a private contractor I would hire him again. Anyway I was quoted $3,106 to replace a hot water heater. I know that is high for my area I live in Hawley Pennsylvania, but I wanted the hot water heater replaced as soon as possible so I agreed. Mike went to get the hot water heater and came back. He finished hooking everything up around 3 pm. He told me it would take an Hour to get hot water. No problem. I waited until 4:30 PM to call to inform the water was not getting hot.
Here is where the problem is. You don't get to talk, to the plumber who did the work for you. You don't get contact info or anything. So you have to call their main number talk to Sara again. I had someone call me back around 5 pm that night. This person told me they would have to contact dispatch and dispatch would be in touch with me shortly (I should have asked what their definition of shortly was) 9:36 AM Saturday Morning. I called again, this time a rep told me she'll mark it as an emergency and have dispatch call me.
Dispatch called me back and told me she had no one available for Saturday. I didn't think they would have, but told me I would get the first call Sunday Morning. I would be on top of the list.
I had my alarm set for 8 AM. I work late hours and sleep in the mornings, but I didn't want to miss a call from the plumber, because their plumbers use PRIVATE numbers and if you miss the call you have to go through the whole ordeal again. at 8:37 AM I was a bit concerned when no one called me to set up an appointment. I called the number again and spoke to a different person. She told me that the last person never indicated it should be early morning on the notes and that I would have to wait until the afternoon. No time given to wait.
So in conclusion before contacting Jones, I had running hot water but a leaky tank. After Contacting Jones I have no hot water, but at least the tank doesn't leak.
For 3 grand you should expect to get better customer service.
I don't blame Mike for the issues. Anything could have happened. A lose wire, a faulty new hot water heater. Any thing, I blame customer service (Dispatch) for giving me wrong times, and not treating me like a valued customer.