Collins Commercial Services

Eric provided exceptional and professional service in resolving the issue with my bathroom toilet running water continuously.
Thank you Eric for the prompt and courteous service!

I would like to commend Eric, the service technician, who responded to my request for service. He was very professional and fixed the issues I was experiencing. He arrived on time and did an excellent job.

Overall my fiancé and I had a Terrible experience with Collins. Our AC stopped working and they had no sense of urgency to get it fixed in the middle of summer in AZ it reached as high as 120. The scheduler Jason is useless and rude and should find a new job. The technicians that came to our house were great polite, apologetic, smart, hard working. Tyler was the one to finally get it fixed and working he answered my questions and went above and beyond great asset. I want this review to reflect my thoughts about the company overall not his performance

Collins replaced our outside water pressure regulator the next day after the service request. They did not mess around with trying to repair it. Ericcwas terrific!

Thank you for posting your experience.  Collins has been in the valley for 30 years and pride ourselves on our technical expertise and customer service.  In reviewing the work we did at this location, I have some observations that should be shared.  The first time we were out on June 5 for seller inspection by the previous homeowner, and resolved the three issues noted: condensation line needs to be blown out, plenum has loose sealant tape, air handler missing plug on south unit.  Tech notes state condensate lines on both units cleared, sealed plenum tape where it was loose, no plug needed as condensate holes are there to drain water if primary drain was to ever back up.  Tech certified the work that he was requested to perform, nothing else.  The expense for this call was paid by the previous homeowner.We came out again on June 26 for a “no cool” call (which was the first, and only mechanical failure), found a bad run cap on the upstairs unit and replaced it.  We were called out again on June 30 for “no cool”.  However, once we arrived, we were told it was a condensation line leak instead.  Our tech found sludge in the line (which is not uncommon), and cleared the drain to the downstairs unit.  This was 25 days after the first call.  Since we warranty this work for 30 days, so there was no charge to you.  After calling your home warranty company for a leak again, based on tech inspection and work order notes, it was apparent to us and to your home warranty company that this was a condensate pan issue, which wasn’t covered by your insurance, and they denied your claim.  We offered to do as a billable job.  We did send another tech out on July 17 to dig a little deeper, and he found that the issue was an improperly installed unit, by another company, for the previous homeowner, prior to having the home warranty.  He was only able to determine this by exposing the unit which was “hidden” by massive amounts of tape by the previous company.  You actually verify this in your complaint.In essence, we performed the job we were contracted by your home warranty company to do, properly diagnosed the original issue, and offered to fix it at a fair price.  You, as the warranty customer, never paid out of pocket for any of these calls.

Used this business for the first time today for several plumbing issues. Their technician, Steven Ford was great. He was on time, efficient, polite and professional. Finished 3 items in about 30-40 minutes and cleaned up! I would definitely use again, and wouldn't hesitate to refer him to a friend. A rating from me.

Thank you for posting your experience.  Collins has been in the valley for 30 years and pride ourselves on our technical expertise and customer service.  In reviewing the work we did at this location, I have some observations that should be shared.  The first time we...

were out on June 5 for seller inspection by the previous homeowner, and resolved the three issues noted: condensation line needs to be blown out, plenum has loose sealant tape, air handler missing plug on south unit.  Tech notes state condensate lines on both units cleared, sealed plenum tape where it was loose, no plug needed as condensate holes are there to drain water if primary drain was to ever back up.  Tech certified the work that he was requested to perform, nothing else.  The expense for this call was paid by the previous homeowner.We came out again on June 26 for a “no cool” call (which was the first, and only mechanical failure), found a bad run cap on the upstairs unit and replaced it.  We were called out again on June 30 for “no cool”.  However, once we arrived, we were told it was a condensation line leak instead.  Our tech found sludge in the line (which is not uncommon), and cleared the drain to the downstairs unit.  This was 25 days after the first call.  Since we warranty this work for 30 days, so there was no charge to you.  After calling your home warranty company for a leak again, based on tech inspection and work order notes, it was apparent to us and to your home warranty company that this was a condensate pan issue, which wasn’t covered by your insurance, and they denied your claim.  We offered to do as a billable job.  We did send another tech out on July 17 to dig a little deeper, and he found that the issue was an improperly installed unit, by another company, for the previous homeowner, prior to having the home warranty.  He was only able to determine this by exposing the unit which was “hidden” by massive amounts of tape by the previous company.  You actually verify this in your complaint.In essence, we performed the job we were contracted by your home warranty company to do, properly diagnosed the original issue, and offered to fix it at a fair price.  You, as the warranty customer, never paid out of pocket for any of these calls.

I have a one guard warrant and was assigned Collins commercial when I filed my claim. I must say I was was pleasantly surprised with the service I received from this company. I was contacted by Eric when he was on his way. He showed up on time and kept me in the loop every step of the wayIt is refreshing to know there are still companies that you can trust. Eric was very professional and left the area where he worked as clean as when he arrived. I would recommend Collins Commercial Services to anyone in need of future plumbing needs.

We are under contact with [redacted] company to repair HVAC issues that their homeowners have. We deal with [redacted], who (in this case) worked with the property manager, then the homeowner, then the tenant. Our scheduler was just trying to explain to the tenant that there is a fee...

associated with coming out to perform the diagnosis, and “someone” would need to pay this fee. Upon finding out what this tenant was requesting, we put her on hold to call the home warranty company for their authorization to perform the work. It did take longer than normal for them to respond, which unfortunately was out of our control. All notes pertaining to this conversation were included in our work order for this job. We have addressed this with our employee and now feel confident in her ability to handle difficult calls. Collins originally ran this call and correctly diagnosed that the fuses were blown. Tech replaced blown fuses and documented in work order notes that although unit was still within specs, customer should replace disconnect (notes did not say that we replaced the disconnect). We came out again after receiving authorization from the home warranty company to replace the disconnect (per our original recommendation), which has resolved the issue. As this was a covered home warranty repair, and nothing was billed to the tenant (or the, homeowner, or the property manager), we are curious as to why this complaint notes “billing problems” as an issue.Unfortunately, Being mid-July in Phoenix, most HVAC repair calls have a fair amount of wait time for calls to be run. Tenant called in on July 14th, and that day was already booked.  She was scheduled for 12:00-4:00 on the 15th. Call was in progress at 4:09 and completed at 5:16pm.  This was verified by our GPS units. Work order notes state the tech replaced blown fuses and recommended to the tenant to replace the disconnect. After the technician left, the fuses blew again verifying that he accurately diagnosed the disconnect as needing to be replaced. Although the tenant requested a service call the next day, we were unable to run this call until receiving authorization of coverage from the home warranty company. This contract is not with the tenant, the tenant is four people removed from the policy holder. Our work order notes clearly state that we let the tenant know we could not run the call until we received the necessary authorization.

I spoke with Mr. [redacted] and apologized for the misunderstanding between our field and office staff.  We got him back on the schedule for tomorrow afternoon, and will complete the retest for the originally agreed upon fee of $25.

Thanks,

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Vice President

Review: On 7 April 2014 I hired Collins Commercial Services dba. Sun Devil Plumbing & Rooter to come out and test my backflow prevention assembly required by the City of Scottsdale to be tested annually. Over the phone I was quoted that the initial test was going to cost $75.00. Mr. [redacted] was the serviceman sent out by Sun Devil Plumbing to do the test. He found a 1/4 test valve needed to be replace to perform the test. I gave the approval to replace the test valve and Mr. [redacted] performed the test to the backflow assembly. I observed the test being performed and upon completion Mr. [redacted] indicated that the test failed due to a leaking check valve, per his test report (no. 4715). The invoice for this failed test came out to $105.35. Prior to his departure Mr. [redacted] informed me that either Sun Devil Plumbing could replace the internal rubber seals that were causing the leak or that I could replace the rubber seals myself and then have his company come back and do a retest for only $25.00.

On 17 April 2014 I found all the parts needed and rebuilt the backflow assembly. I called Sun Devil Plumbing the following day to schedule a retest appointment. I received a call back on 21 April 2014 from Ms. [redacted] their customer service manager and was now quoted a retest cost of $75.00, and that the $25.00 retest quote was only if Sun Devil Pluming did the rebuild to the back flow assembly. I told Ms. [redacted] that this is not what I was quoted on site by Mr. [redacted]. Ms. [redacted] would not honor the previous quote I was given by her employee to retest my backflow assembly and has since sent me an email with a web link to other backflow prevention assembly testers in Scottsdale.Desired Settlement: To honor the retest quote of $25.00 and complete the job.

Business

Response:

I spoke with Mr. [redacted] and apologized for the misunderstanding between our field and office staff. We got him back on the schedule for tomorrow afternoon, and will complete the retest for the originally agreed upon fee of $25.

Thanks,

Vice President

A collins commercial service technician came out to my property (30 minutes late) to fix a heating issue in my home. The service was to be completed in a home that I was not residing in. I had spoken with the technician ( and made him aware of this) and requested he call me to give me an update on what the issues were and best options to resolve them. I never got a call from the technician nor an update of what he "fixed." I never got a call from the office or the company notifying me of what he replaced or what he found. 24 hours later, the heating issues were still unresolved. I had to request they come out again and "fix" the issue. I spoke to the same technician and again reminded him that as the home owner, I needed an update and to hear what the issues and resolution would be. I requested this information prior to work being done to the heater. Two hours later, I still had not received a phone call. I called the main office number (as this is the only number that I had) and requested an update as to what services were being completed on my property. The office staff was unapologetic and hung up on me after providing me no information. This company employs unreliable, unskilled, and unprofessional staff that are incapable of completing onsite jobs. Fair warning, do not hire collins commercial services for any work in your home or business. It will not be done properly, nor will you be informed of what or why any work is being done!

Eric with Collins commercial came out to replace a valve on one of my shower handles that had broken off. He was nice, knowledgable and quick. He wasn't able to resolve the issue completely but worked it out with my home warranty company to get a new handle, covered under my warranty and will be ordering the part. Thanks Eric!

I scheduled an appointment due to a major plumbing leak under my kitchen sink. I was told a technician/plumber would be out between 1-5pm the next day and that someone would call when they were 30 minutes out. I took off work to make sure I would be home. I received a call at 4:30 telling me the technician/plumber was delayed at another job and if I wanted to continue waiting or reschedule. I opted to continue waiting and was told it would most likely be between 5-5:30. At 6:30 I called since NOONE had shown up. I was then told a call would be made to the "on call" person. Again no one called back. I called again at 8:30 and was told the same thing again.

Review: [redacted] with Collins Commercial was very rude to me on 8/19/14 at 3:49pm. She would not acknowledge my request and simply kept repeating herself about a home warranty. I understood that a home warranty company would ultimately make the decision to repair or not, but I was simply requesting the AC unit's compressor be looked at to see if it needed repair. She did not validate any concerns, she made excuses for her being "just a scheduler", she interrupted me mid-sentence and then without asking put me on hold for an extended period of time. This was equivalent of hanging up on me. I waited on hold for a long time until the line began ringing again. It rang over 20 times before she finally picked up and stated "hold please" and then put me on hold yet again. This is not customer service. I understand she is not the warranty company ultimately responsible for repairing the AC unit. However, it is completely within her duties to listen to a customers concern and make note in a chart for a request for a service call. If she felt uncomfortable doing those job duties then she should have referred the call to a supervisor to handle the issue rather than putting me on hold for an extensive period of time. Collins Commercial came out on two occasions in mid-July for the same issue: AC unit not working at all. The first technician replaced fuses thinking that would solve the issue. The next day the AC wasn't working again. The next technician to come out said the problem was electrical. He noted "jamming" a connector in tightly so it wouldn't cause the fuses to blow again, but recommended an electrician to come out to finish the repair on the disconnect box. An electrician was sent out by the home warranty company ([redacted]) and they said that their paperwork noted that Collins Commercial stated that they replaced the disconnect box during their services. The electrician company was clear that the disconnect box was not replaced by Collins Commercial Services and I confirmed that neither technician through Collins did that work when they came out. The electrician company cleaned the connector box and stated it should be good. Now that my AC unit is non-functional again, Collins Commercial is scheduled to come out and replace the disconnect box. They are refusing to look at other possible causes for the AC unit blowing fuses. It appears they unethically documented repairing the disconnect box and are now coming out to do that work to cover themselves. This is unlikely to resolve the issue with the AC unit and per the electrician was not necessary. My AC unit has been out of service three times now in the past month. Collins Commercial Services has come out twice now to attempt to repair the unit. Both times involved very long delays in getting a technician out to my home and unreturned phone calls. When they finally did come out, the technicians only stayed for a short period of time (15 minutes or less) and obviously did not accurately diagnose the problem with the AC unit as it is broken yet again. Yesterday, I waited at home for a technician to come out yet again from 1-5pm. No call at 4:45pm. I called Collins. The scheduler said he was on a commercial call (they seem to value this business more than the residential) and that he was delayed by an hour. I wait another hour. At 6:12pm I get a call stating they won't be out after all as they have to wait for approval for a part through home warranty. They say they will call me "first thing in the morning" to schedule a time to come out. I never receive a call from them and have to call them at 1:41pm to get an update.Desired Settlement: I would like the owner to speak with [redacted] about her lacking customer service and have her issue an apology. I would like the owner of Collins Commercial Services to look into the practice of his technicians and possible unethical billing to the home warranty company. I would also like my AC unit thoroughly assessed for the exact cause of the fuses blowing and repaired asap.

Business

Response:

We are under contact with [redacted] company to repair HVAC issues that their homeowners have. We deal with [redacted], who (in this case) worked with the property manager, then the homeowner, then the tenant. Our scheduler was just trying to explain to the tenant that there is a fee associated with coming out to perform the diagnosis, and “someone” would need to pay this fee. Upon finding out what this tenant was requesting, we put her on hold to call the home warranty company for their authorization to perform the work. It did take longer than normal for them to respond, which unfortunately was out of our control. All notes pertaining to this conversation were included in our work order for this job. We have addressed this with our employee and now feel confident in her ability to handle difficult calls. Collins originally ran this call and correctly diagnosed that the fuses were blown. Tech replaced blown fuses and documented in work order notes that although unit was still within specs, customer should replace disconnect (notes did not say that we replaced the disconnect). We came out again after receiving authorization from the home warranty company to replace the disconnect (per our original recommendation), which has resolved the issue. As this was a covered home warranty repair, and nothing was billed to the tenant (or the, homeowner, or the property manager), we are curious as to why this complaint notes “billing problems” as an issue.Unfortunately, Being mid-July in Phoenix, most HVAC repair calls have a fair amount of wait time for calls to be run. Tenant called in on July 14th, and that day was already booked. She was scheduled for 12:00-4:00 on the 15th. Call was in progress at 4:09 and completed at 5:16pm. This was verified by our GPS units. Work order notes state the tech replaced blown fuses and recommended to the tenant to replace the disconnect. After the technician left, the fuses blew again verifying that he accurately diagnosed the disconnect as needing to be replaced. Although the tenant requested a service call the next day, we were unable to run this call until receiving authorization of coverage from the home warranty company. This contract is not with the tenant, the tenant is four people removed from the policy holder. Our work order notes clearly state that we let the tenant know we could not run the call until we received the necessary authorization.

Referred to Collins via my home warranty company. I must admit I was really worried after looking up the google and yelp reviews! After a call I was told they would be out 2 days later Friday 12-4pm, called back to attempt to get them out sooner but lady on the phone said no appts available they were swamped. Friday received a call stating they were running late but tech would be out that day, shortly later tech arrived. He (Jose) dealt with my husband but he said he (Jose) was thorough, professional and did a good job. Overall he fixed the problem and gave my husband some really great info regarding our OLD unit. We would definitely use them again and I have already recommended the company to a friend with a AC unit not working.

Our upstairs unit went out in Sunday afternoon. They promptly responded and sent a tech out the next day. The technician did not show up until after I left for work and while he was at my house he did not fix the broken until and also DISABLED THE WORKING UNIT, in AZ during a heat advisory. Our family was left trying to cope wih temperatures of 95+ degrees. I called them today to undo the problem. It is now 330pm and no one has shown up!! I am very angry.

Steven F[redacted] with Collins provided service at our home on 19th in N. Cntrl Phx today and did a great job! Thanks

I just had both my toilets fixed last evening and I will have to give Collins a high five for sending Eric as he is very professional, by letting me know what the problems were and how he fixed them. He left both my bathrooms as clean as he found them. I would recommend Collins and highly recommend Eric.

[redacted] from Collins was excellent - Prompt, courteous, and business like. He effectively coached us through the system options on a good/better/best discussion and the costs of each.

He made the arrangements quickly, and with the help of **, did a wonderful installation.