South End Plumbing Heating & Air

This is a story of how not to run a company. I have been a client of South End Heating and Air for some time, and a huge fan of the previous management. The situation appears to have changed, and as a result, I have pulled my 5 star review. Since the change in management, the customer service level has dropped like a rock, and it has been nearly impossible to get through to them on the numerous phone numbers that seem to constantly change on the website. When you do get through by calling their personnel direct, they tell you they will have someone call you back and never return your call. Turns out there's a reason for that. I just found out that they appear to have exited the residential business. I can appreciate a pivot in business focus where it makes sense, although it would have been great if they had let me know in the middle of winter so I could find another provider. Delayed refunds for services, not returning calls, etc. can destroy a brand and negatively impact the business going forward. At a minimum, it would be great if you could communicate the change in focus, and connect us with other residential providers. I would not recommend this company.

We had Taylor out today to resolve a plumbing issue at our facility, and I cannot recommend him enough. He was not only friendly and professional but also extremely knowledgeable. Instead of just applying a temporary fix, he took the time to explain the root of the problem and provided us with several clear options to address the issue for the long term. It’s rare to find someone who balances technical expertise with such great communication. Thank you, Taylor!

Their maintenance program and costs seem like a good deal, but they make up the cost by faking issues and telling you they must be fixed. Taylor quoted me an extra $276 to replace a valve that never needed replacing. He said no one would be able to perform the service without replacing that. I had 4 other plumbers come and all said the valve was correct. He also recommended an extra $79 to remove something that every other plumber has said is recommended to keep. I called management multiple times and they kept saying they would look into it and get back to me. They’ve never once called me back. I would absolutely recommend a second opinion before using South End Plumbing and Heating.

Paul came out to refill and level our sewer line in our front yard and he did a fantastic job! He did exactly what we were asking from south end plumbing for month to come back and finish what they didn’t do. But at the end, Paul did come out and refill and level it out. Thank you Paul! Keep up the good work.

Taylor came out to take a look at our plumbing issue and was extremely professional and honest throughout the entire process. He took the time to explain what was going on and gave us straightforward advice without trying to upsell anything unnecessary. We really appreciated his transparency and expertise. We’ll definitely be calling him again for any future plumbing needs!