DRF Trusted Property Solutions

Andy G. and Noe P. replaced our kitchen faucet. They were prompt, knowledgeable, professional and courteous the entire time they were here.

Extremely positive experience from start to completion! Excellent info provided and follow up. friendly and helpful installer for a water heater. All within 24 hours.

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].

Jesse and Javier took great care in making sure that my old water heater didn't leave one drop of water in our house. They were in and out and very helpful answering all of my questions.

Great experience with Rich P. Installed and setup new hot water heater. Fixed an issue that was there before in the piping and readjusted the location of the hot water heater to make it easier to get to. Really recommend Rich and DRF came out same day within hours.

very good job,friendly and neat

Andy explained exactly what he was going to do and what was needed of me. He worked quickly and performed a professional installation of my hot water heater. He listened to and answered all of my questions.

Andrew and Ryan did an excellent job for me. Andrew explained what was going to require replacement in addition to the hot water heater itself. The existing system was reviewed to verify it met current codes. They were efficient and cleaned the area up after they were through. Andrew took the time to explain how to relight the pilot, turn the water off, and how to drain the new hot water heater.

I would like to thank Antuan C and Donovan P for their work on installing my new kitchen faucet, especially since it was more complicated than I had originally believed it to be. I am also thankful for the ease at which I was able to schedule the installation. Once again ... great job and thanks again!

On 6-9-2015 Rich P. And Tom J. came to my home to install a hot water tank. They were both very professional, got the job done in an hour 1-2pm.
Rich P. Explained the paperwork I was signing, answered my questions, explained the water sensor/ gas-Co2 meter, showed me how to shut off gas and water incase of an emergency and cleaned up any debris and hauled my old tank away. They were polite, efficient and quick! Would do business with DRF Trusted Property Solutions again!

A +
Mike and Noe did a fabulous job! I was a little concerned, but Mike was so great and thorough. They worked quickly and did everything. Very glad I went through DRF and Home Depot.

Andy was great, professional and got the job done quickly and cleanly, Thanks for the hot water Andy!

Donovan and his partner were professional, neat and quick with my toilet replacement.

Professional job done, really appreciate guys who know what they are doing. Thanks

Kevin and Noe showed on time, they both identify themselves and started to work right away.

They did not rush the job and took the time to complete the work as I would expect a professional will do.

I would recommend DRF to anyone looking to replace their water heater.

Rich did a great job butting in our water heater. Very professional and he differently know what he was doing. Also respected our condo. A keeper

DRF provided excellent customer service from first contact of setting the appointment, reconfirming arrival time on day of appointment and when the plumber left the previous job and was on his way to my appointment. Andy G/Kyle also provided excellent customer service by explaining all forms to be signed, warranties, etc. and completed their plumbing job quickly and efficiently. They removed any trace of them ever being in my home, great job! Would definitely use hem again.

Andy G. and Logan installed a new garbage disposal in the kitchen. They were very fast and knowledgable, they cleaned up afterward and double checked their work.
Also gave me a quote on bathroom sink replacement. Great job and very nice.

Albert, Anthony and the whole team at DRF turned an aggravating experience into a positive one. They were quick, courteous, and most importantly to me, explained every step as the went about installing my new Rheem water heater on 9/22/15. What I liked most of all, there were no "surprises" that came up during the installation. Thank you Albert, Anthony and team DRF. I will be recommending your services to friends and family.

Customer service was very helpful. The plumbers Andy G. and Noe was very professional. the job was fast, clean and done right.