Dwyer Plumbing

Dwyer Plumbing Inc installed a sump pump in my basement in September 2018. There was supposed to be a one year warranty and and 24/7 customer service.
On Sunday May 5th 2019, I checked the sump pump and it was not functioning properly. it was making a constant noise without pumping out water. It was raining hard that day. I called their customer service number at 10:26 AM and the lady said she will have the technician on call contact me soon and let me know when he's coming to check things out. I did not hear from anyone. I called again at 12:21 PM , and was told again that she will place another call to the technician. The water started to rise in the pit and I called a 3rd time at 1:12 PM. The lady said she will check with her supervisor and get back with me. at 1:23 PM the lady called back and said that her supervisor told her that my area code (*** which is in Fairfax County)is not covered in their emergency service, so I should find another plumber. I told the lady that Dwyer installed my sump pump, and assured me that in case anything goes wrong to call them at anytime, and I was not told that they do not cover my area location, otherwise how would they install the sump pump in the first place. she said started giving me instructions on how to find another plumber. After trying frantically to find another plumber, I was able to have one by 6 PM. by that time my basement flooded totally.
Next day I received a call from Dwyer at 7:18 AM asking if I still need a plumber.I told the lady that I had a flood already and I had to get another plumber, per their advise, who eventually fixed the sump pump. a few minutes later, I received another call from "the manager" who wanted me to tell him what happened. I gave him the whole details of what happened. he asked me if he can send a plumber to my house as he is trying to investigate why this happened. a plumber came to the house and told us there is nothing wrong with the sump pump! I had no follow up call from the manager since then.

We just called them to fix a burst pipe. The heating tech said he needed help from a plumber to fix two one inch areas on a pipe (he just was not sure he could do this alone). I guess that should have tipped us off. The tech waited, then changed his mind and fixed it (the fix took very little time; the wait and change of mind took two hours). The owner charged us $626. We complained since we did not think it fair to bill us for the tech's error in judgment and purposeful delay, and were given a credit (I believe it was $134) and we were left with a bill of $492. We did some comparisons and felt even that was very high and wanted to make sure we were being treated and charged fairly. We called and asked for a breakdown in materials and labor and were told by the owner, Dan C, that he does not do that; specifically, he does not give materials and labor costs for job and that he charges whatever he thinks a job should cost. End of story. Obviously, we were not given an estimate- now we see why. We understand businesses should make a profit- they have people to pay and expenses to pay, but customers deserve to know what they are paying for. When we repeatedly asked the owner to to ensure the charges were fair based on labor and materials and to explain the charges to us, he refused. Bottom line, no estimates, no explanations on cost. We believe this is a fraudulent business practice- to not tell customers what you are charging for them and it creates a huge opportunity for a business to discriminate for unlawful reasons. We believe this may be a violation of Virginia law. We object to not being given an estimate, a technician purposefully delaying a repair job so on paper the job looks more complicated than it was (a 30 minute repair was turned into a 2 1/2 repair on paper). The worst part is the fact that the owner appeared to care less about overcharging us or explaining the cost.

Upon having a horrible experience going through my Home Warranty Company, Dwyer Plumbing was able to expedite the process for me. I had spent countless wasted days coordinating inspections from other local plumbers in the home warranty network. The companies had no incentive to service my needs in a timely manner. I had been without drainage in my sewer for nearly 3 weeks. Dwyer came in and did an immediate assessment, with accurate tools, that identified where the actual collapsed pipe was. They were correct, unlike the initial warranty company's assessment, of where there collapse was. It was in the foundation of the house, which is covered, but the home warranty plumber tried to tell us it was outside the house and not covered. I thank them for saving me significant out of pocket costs, and identifying the true source of the issue. That allowed me to go through my home insurance company and get reimbursed, so I could start the work. They set me up with an appointment, and sent a professional team over to service my house. The work was very messy, and complex, having to dig through the foundation and the front yard. They did a great job of locating the repairs, replacing the damaged pipe, and reassuring me that there was not further damages. I'd highly recommend their services to anyone in the local Virginia area.

Dwyer has always been dependable and honest whether in emergency or annual maintenance situations.