Grassfield Plumbing

Excellent Customer Service!!

A very horrible experience. This was the first time I had to hire a plumber. The company came recommended to me by my Pastor but he was unaware that it had a new owner; Jeff Howard. I explained the situation as we were without water for several days. I initially thought it could be frozen pipes as a neighbor's pipes had frozen but two days of 50+ degree weather and I was sure it was something else like my well pump which had been running hard nonstop prior to the cold snap. I asked the owner to quote me on what it would cost to change a well pump and he avoided answering me, assured me that he would work with me regarding payment and made the excuse that they had to diagnose the issue before he could give me a quote. He never told me what they charged in labor. If you are reading this beware they charged me $98 an hour for two inexperienced young guys that took 3 hours to change a pressure switch. First they called me around noon saying they would be at my house soon. It was nearing 3 hours later and I had to leave for an appointment. I called the owner and magically in 2 minutes the two guys called me back and said they were on their way. One of the guys went under my house and came back in about 5 minutes confirming that I did not have frozen pipes and that he did not see a pressure tank under the house. I asked them if it wasn't under the house where it would be and they told me "you don't have one". That was the first indication that they did not know what they were doing. They took the well cap off and seemed genuinely shocked at what they saw. They called a more experienced plumbing to get his advice. The issue was that whoever worked on it previously did not allow enough slack in the line to take the pressure switch out without using a T rod to hold the tension of the pump below. These guys with one hand each in the well struggled to get to the pressure switch and were still struggling when I left. I asked them to please call me when they confirmed what the problem was. They agreed. An hour and a half had passed as I came out from the appointment and I had not received a call. I called them and they didn't answer. About 25 minutes passed and they called. The first thing one guy said was "we were wondering if you were coming back this evening because we need to discuss payment". At this point they had been on the job for almost 2 and half hours and still had not told me what the issue was. I asked if they had figured out what was wrong and the guy told me "we just got back to your house with a new pressure switch". I asked how much the part was and they told me $30. I then got home and noticed they had wised up and were using a T rod to be able to work on the pressure switch. I asked how much this was going to cost and one guy said "I won't know until I write up the ticket". They were there almost 3 hours and when they were done installing the pressure switch I still had no water. The guy told me "It must be the well pump". Then he presented me with a bill for $328.30. I wrote him a check but I never got a copy of the bill/invoice or of the part they installed. I asked how much was their labor if the part was only $30 and he told me $98. He then told me if I could find out how deep my well was and if I knew the well pump specs and called them back in the morning they would work me up a quote. I spoke to roughly five different people; my pastor, my neighbor, my boss, my step-father and the next plumber and all of them agreed that what they charged me for that job was ridiculous. So needless to say I did not go with them to continue fixing the problem. I called a next plumber who came out and in 5 minute had the cap to the pressure switch off and was checking the line. He was able to tell me that it was either the pump or the line but either way it was going to have to come out. He didn't charge me anything to diagnose the problem. He agreed to come back in two days and work on it. He quoted me on the spot $250 to complete the task. We hit some snags which caused him to be there longer but he stuck to the quote and didn't charge me anymore. He even called in the parts and allowed me the opportunity to go and pick them up myself to avoid the surcharge that often gets built in when you allow them to go and collect the parts for you. He even told me in his personal opinion that Grassfield Plumbing overcharged me and that they should reimburse me at least $150 for what they did. So I went to their website and used their website to write a message to them explaining my displeasure and my request to a reimbursement. After submitting the message I got a recorded response that it might take them 48 to 72 hours to respond. It is now the 4 days later (96 hours) and I have yet to receive a response. I also sent the same message from my personal email account because I did not feel comfortable relying on their website to deliver the message. I have not received a response to either. I feel they conducted themselves in a very unprofessional and inexperienced manner and I paid the price and now they are also neglecting to respond to my request. Please do not get taken by these guys as I was.

Very unprofessional. Never received a written quote or any paperwork after completion. Just a bill. Owner never checked up on his workers and had to spend hours cleaning up and finishing up the job myself. Very sloppy work. Numerous leaks after completion.