Hillcrest Plumbing and Heating

*(This review is about Hillcrest Plumbing on Main Street, Vancouver, NOT about Uncle Bill's Hillcrest Plumbing on E. 17th. Ave, Vancouver)*.

Phoned Hillcrest on Main with a plumbing emergency. Was told 'we are very busy today, so I'll try for you; but if not today, we will have someone out to you tomorrow'. Fair enough, I thought..

No call that first day, nor the second, the day they had said they 'would have someone out to' my house.

Three days later, I had yet to receive the promised callback. So I phoned to speak to the manager, and left a message for him or her to call me back. The man taking my message was condescending, smug, and arrogant, and rude.

6 days later, I have not received a call from the manager.

Today, one week later, I received a call from a Hillcrest worker 'I can come over now and look at your toilet, call me back'. Needless to say, I did not call back. I had reached out to a young accredited plumber from a local trade-school, who has done prompt and very satisfactory work.

I can't speak to the quality of Hillcrest's work, only about their thorough lack of punctuality and complete disregard for customer service. Skip Hillcrest on Main Street if you have an emergency, or if you need to work to a schedule, or if you prefer to be treated with respect. Avoid.

*(This review is about Hillcrest Plumbing on Main Street, Vancouver, NOT about Uncle Bill's Hillcrest Plumbing on E. 17th. Ave, Vancouver)*.

Phoned Hillcrest on Main with a plumbing emergency. Was told 'we are very busy today, so I'll try for you; but if not today, we will have someone out to you tomorrow'. Fair enough, I thought..

No call that first day, nor the second, the day they had said they 'would have someone out to' my house.

Three days later, I had yet to receive the promised callback. So I phoned to speak to the manager, and left a message for him or her to call me back. The man taking my message was condescending, smug, and arrogant, and rude.

6 days later, I have not received a call from the manager.

Today, one week later, I received a call from a Hillcrest worker 'I can come over now and look at your toilet, call me back'. Needless to say, I did not call back. I had reached out to a young accredited plumber from a local trade-school, who has done prompt and very satisfactory work.

I can't speak to the quality of Hillcrest's work, only about their thorough lack of punctuality and complete disregard for customer service. Skip Hillcrest on Main Street if you have an emergency, or if you need to work to a schedule, or if you prefer to be treated with respect. Avoid.

31Jan2019:
Came home 8pm saw ceiling in basement fam rm leaking - several water filled balloons were dripping from above. Made videos and thermal imaging and messaged to Dan Grier. He asked source. After 20 minutes found it was from the water filter in kitchen on main floor. Mary shut the turn off. It had been turned on. The filter has not been used for a year as a part was broken and hard to replace. Jeremey frizz Hillcrest, after finishing replacing the pressure regulator in mech rm went to search why Navien condensing unit acting erratically. He wen ti the kitchen, looked under the sink and even thoughMary said not to touch anything, he opened up the valve to the filter. It then leaked from 1pm Wednesday, until Thursday 9pm - 32 hours. I told Dan we found the source of the leak and shut it down. The basement level had water throughout the ceiling, the extent not clear. He sent Luis (Louis?) to review the situation. He arrived a hour later, and was given 2 trace paper plane of kitchen floor area and basement floor area with the filter marked clearly so that it was evident how the leak travelled from main to basement and along the ceiling joists in basement. Got to bed at 1am.

01Feb2019:
Waited for Dan to call all day. Called him, left a message:

“I was hoping you would give me call today. I decided to wait until the end of the day to call you to give you time to sort things out. Have you made a determination after speaking with Lewis? We are anxious to proceed with restoration before mould has a chance to take hold in the basement plenum space.”

His messaged he would call in 15.
He called 30 minutes later stating that ‘things happen”, and Jeremy could not recall whether he switched anything on or off under the kitchen sink (Mary turned it off - she maintains that system). Dan said his company has insurance and asked that we contacted ours. We said this was not our doing and we were waiting for Hillcrest to initiated restoration. He explained that that is not the procedure, it was for us to call our insurance company, get the to assess, then contact Hillcrest to arrange for them to pay the premium. We said we only had one insurance claim in over 40 years. I agreed to contact our insurance co and arrange the next steps and that I would keep Hillcrest apprised. He said he would be the contact person form this point on.We have not heard from Dan Grier for over 15 months. We are out $2000 premium and higher hime insurance costs. Dan Grier, please pay our insurance premium and accept responsibility for your error.