Ciel on BBB
4 years ago
05/04/2017, 04:26 AM
This company seems to be following the too familiar trend of taking advantage of people by talking in circles to the point of confusion. I fortunately did not fall for their over the top claims and fear mongering tactics but I do have a story to tell.
At 7 am on Thursday February 23, I called OneGuard to have a Plumber come to fix a gas leak. Oneguard does not cover testing for the leaks but they would cover the repair, so going through the warranty company seemed like a wise idea. The service call was $69 paid to Oneguard and the leak testing would be additionally paid to Pruitt. Southwest Gas had turned off the gas the day before. OneGuard confirmed with me that the gas was off. I waited until 2:30 pm Thursday for the Plumber from Pruitt to arrive and when he did he said he couldn't test the gas because it was turned off. I had told One Guard the gas had been shut off by Southwest, why was the plumber not prepared? If they are being called out to test for gas leaks, they should know that the gas may be turned on or it may be turned off. The tech from Pruitt told us that Southwest Gas considered it an urgent situation that we did not have heat nor hot water and that we would most likely be back in business by Monday, which was our expectation going forward. Southwest Gas had left an information sheet for Pruitt about where two leaks were and on Friday February 24 Pruitt returned to test and found five more but they would not fix them because they needed to give me a written estimate and they were going into their weekend. While discussing the issue with Mike C******* from Pruitt on Friday, he strongly recommended that it was best to have the entire gas line replaced rather than repaired. Replacement was not covered by the home warranty. In the meantime, the tenants in my two short term rentals had no hot water and no heat (it was a cold snap in Phoenix at the time). I had to relocate people and cancel two additional weeks of rentals because of the delays and misinformation given to me by Pruitt. If Pruitt had done what they should have done, which was show up prepared and be honest about timelines, I would not have ended up losing so much money.
Pruitt's fastest service yet was when they called to collect $450 for leak detection and they did this without sending an invoice. We paid the bill and requested an invoice which took me several days of calls and emails before they sent it over. Once I received it, it did not have a proper breakdown of the work done. I was originally told it was charged out by the foot but they did not include that information on the bill. Later I called anonymously to ask how they charge and was told: "It's $150 for them to come out and detect the leak but as far as how much it cost that depends on how much work they have to do, how far down the pipes are and what the actual problem is. Then I asked her if they just come out and give whatever price they want since there is no chart or any guidelines for customers to see and she said no, they charge by "difficulty of project" which can range from a couple hundred to a couple thousand." This was not the information I was given the first time and it seemed unclear. So there was no mention of paying by the foot and she made is seem like the charge to detect leaks was $150. I have since called repeatedly to get clarification on the bill and was told that Mike C******* would call me back, he never did.
On Monday February 27, 5 days after they had first come by, I had still not received the estimate for replacement, though I called and emailed Pruitt several times that day to request it. The next day, on Tuesday February 28 after more calls and emails to them, they finally sent me a written estimate for $7800. Based on my previous dealings with them I felt confident that the work would not have started the next day, so I called my own plumber to give an estimate. I originally did not schedule my own plumber to come out to detect the leaks because he couldn't do it until Saturday February 25 which at the time I had thought was too late but with all the delays from Pruitt it would have been fine. My plumber's estimate including the city permit was $1064. The difference between the two estimates was over 600%.
I had my plumber do the replacement and it passed city inspection. I found out that Pruitt had given me further misinformation and that my heat was not gas so the guests who did opt to stay on at no charge were left thinking that the heat did not work when in fact it would have. Additionally, one of the exterior pipelines that Pruitt wanted to replace went to a clearly non-functioning, unused fireplace. Thanks to my honest plumber for alerting me to that, we did not replace that part of part of the pipe.
Some of the people at this company are slippery. I would stay away.