DRF Trusted Property Solutions

Tom R and is apprentice Tom provided excellent customer service. Our water heater was installed with a minimum of disruption to the family, on a very short notice. It has been in for a few hours and all seems to be working fine.

rich was very prompt and down to business, he took care and explained to me the steps he was taking...very pleased with his work

Tom R. and Tom came out at the scheduled time and were very professional.
They addressed my concerns and answered my questions. They were both very knowledgeable.
I would recommend this company for the friendliness of the scheduling and overall service and professionalism.

Professional , very helpful and offered options.
Had a listing of the Codes for the Area and delivered what was promised.

I was extremely happy and satisfied with the service provided by DFS Trusted Property Solutions. I woke up to a water heater bursting at the seams and water all over the basement. I went to [redacted] and put in an order for a water heater purchase and same day installation at 9:30 am 07/21/16. By 12:30 pm the water heater was installed. The plumbers Andy G and Noe P. were simply amazing, professional and very efficient.
DFS Trusted Property Solutions obtained the permit needed for the work done. I would highly recommend this company and these men to my friends, family and colleagues.

Tom and Donavan put in our new water heater today. They gave me good advice, worked neatly and efficiently, and instructed me about the features of the water heater. Their advice saved me money!!

Andy did a good job in a timely manner. He also inspected the work area and let me know of any potential problems. Fine job.

Mike P was professional, efficient, and answered all my questions. It was a no-hassle experience that left me well-pleased. I would definitely recommend this company for its quick and quality service.

DRF Trusted Property Solutions were the best! They plumber Rich and his assistant were very friendly and very professional. They arrived on time with my new water heater and it was installed quickly. Rich and Anthony cleaned up after themselves and showed me how to keep my newly installed water heater working properly. I am so glad for DRF Trusted Property Solutions! The office staff were very professional and friendly when HomeDepot contacted them in the store when I needed a new water heater. Thanks to Eric and all of the staff at DRF Trusted Property Solutions.

Initial Business Response /* (1000, 5, 2015/10/08) */
The customer's new water heater installation was completed on 9/18/15. Mr. [redacted] contacted our office advising he has an issue with the water heater. We notified the subcontractor that installed the water heater, Mr. [redacted], and advised them...

that the customer was having an issue with the water heater. The subcontractor contacted the customer and scheduled the earliest available date to inspect the water heater.

On 9/29/15, Mr. [redacted] inspected the customer's water heater and determined that the customer was having a leak and contacted our office. DRF contacted the manufacturer, [redacted], and completed a conference call with [redacted], DRF and the plumber. It was determined by [redacted] that the heating element in the water heater was defective and in need of replacement. [redacted] advised they were overnighting the part to the customer and provided authorization for Mr. [redacted] to install the part once it arrives. This information was communicated to the customer and he was dissatisfied with the outcome. I spoke to Mr. [redacted] and advised him that the issue with the water heater is not due to install but a manufacturer issue. The manufacturer has been contacted and advised they are repairing the unit. I empathized with the customer but we have to follow the procedure set by the manufacturer. I advised the customer to continue with the repair process and I will also escalate this issue to [redacted] and see if they will assist the customer further.
On 9/30/15, I received authorization from [redacted] to replace the unit under warranty. I contacted the customer and advised [redacted] provided approval to replace the water heater under warranty. I also contacted Mr. [redacted] who agreed to complete the warranty installation same day. I contacted our warehouse manager who was unable to obtain a replacement tank same day. The warehouse manager further advised it may take up to two weeks to obtain a replacement tank if ordered. I called the customer and apologized that we are unable to replace the tank the same day due to unavailability of the water heater. I further advised the customer that it may take up to two weeks to obtain the replacement tank, however, we are exhausting all of our resources in order to obtain a tank sooner. I further advised the customer that I would call him back on 10/1/15 with an update. The customer questioned why are we having difficulty obtaining a replacement tank. I advised the customer that electric water heaters are less common than natural gas tanks and aren't as readily available in inventory. Since the natural gas are more common in homes, there is a larger stock of those types of heaters.
On 10/1/15, our warehouse manager was able to locate a replacement tank for the customer at another [redacted] store. Mr. [redacted] was contacted by our office and was scheduled for a replacement tank installation same day. Mr. [redacted] installed the replacement water heater and the issue has been resolved.
The customer mentioned in his complaint that he had a friend contact our office on 10/1/15 and inquire about a new water heater installation. Mr. [redacted] suggests that his friend was quoted for the same water heater and offered installation same day. Mr. [redacted] is unaware that receiving a quote for a replacement water heater and scheduling the water heater installation are not the same. If Mr. [redacted]'s friend would have completed the scheduling of the water heater installation he/she would have learned that the replacement heater was not available. They would been offered an alternative heater or offered installation for another day. Mr. [redacted] suggests that we, DRF, were delaying his replacement water heater installation. I assured Mr. [redacted] when I spoke to him last on 9/30/15 that we want to get him taken care of and get this issue resolved. We treat warranty installations and customers purchasing a new water heater installation the same. We take care of the customer. I also communicated to Mr. [redacted] that DRF is the service provider for [redacted] and [redacted]. We did not manufacture the water heater nor we did not cause the water heater to fail and we have no control over available inventory.
The customer further notes in his complaint that he has a product issue. DRF did not manufacture the product. He also notes that he received bad customer service. DRF was extremely responsive, empathetic and went above and beyond to get the customer taken care in a timely manner. We were able to bypass the manufacturers warranty process and obtain authorization for a replacement tank immediately. Although we initially were advised the replacement tank wasn't available right away, we were able track down a replacement tank for the customer and was able to have the new tank installed in the customer's home within a couple of days of contacting our office. We also followed up with the customer after the warranty installation was completed to ensure that his issue was completely resolved. To date, we have not heard from Mr. [redacted].

Rich & Tyler were very courteous, polite, helpful, friendly and knowledgable. Explained everything in clear detail as well as made sure everything was working properly as it was supposed to. Efficient and left the place as they found it.

Great service and accommodating attitude by every contact in the company.

I would recommend DRF to anyone. My plumber needed to install a water heater in a very small space. It was beginning to look like nothing he had on the truck would fit - but he made it work! Kevin and his team were quick and they did not make any more of a mess than the leaking water heater they replaced did. In addition, DRF did everything they could to help predict when the plumbers would arrive so that I could leave work in time.............

Tom provided exceptional service to my tankless hot water heater. He was courteous, informed and urgent while performing his work. I will continue to use DRF for my plumbing and HVAC needs.

Tom R. and his associate Bill came to our house to install a hot water heater. They were the consummate professionals and got the work done quickly. Tom was very professional in his work and interactions with us but did have time to show us a more personal side to him. He made us laugh a few times while stopping to talk to us while going in and out of the house. We would recommend him to anyone!

Andy G. showed up at the scheduled time, explained what he was going to be doing in detail, and was very neat and cleaned up the job site to the condition prior to the work being done.

Rich & Tyler from DRF were timely, helpful & efficient installing my new hot water heater.

DRF plumbing.
Kevin and Noe installed plumbing fixtures in our bathroom.
They did a professional job.
They performed the installation of two faucets in the vanity sinks with perfection.
They were very professional, curtious, and informative about the new faucets they installed.
They answered all of the questions I had about the functioning of the new faucets.
They went above and beyond making this a positive experience. On a scale of 1 to 10 I rate them 10+++.
I can not say enough about how excellent Kevin and Noe performed their duties!

[redacted]

Great experience . Thorough , competent , professional . Great job .

Rich and Tyler were just great! Rich answered all of our questions about water heater installation and did a very careful job. His helper Tyler took care in rolling the bulky appliance through the door, up the stairs and across our wood floors. They arrived as promised, on time and finished the job in less than 2 hours.

Matt and Noe did a wonderful job on a difficult problem with our kitchen sink drain. They needed to be creative perservering to resolve the issue. They were both very pleasant. I have used DRF several times at our church and home and wouldn't think of calling any other plumbing company. They do very good work at reasonable rates.
[redacted].