Stilwell Plumbing & Drain

Absolutely horrible customer service! They were my service provider through my American Home Shield claim. The initial experience was fine as the technician did arrive to diagnose the issue with our electricity. He told us that he was going to order the part needed and that he would back in 3 business days to perform the repairs. A week later, with no response, I called the company to get an update. They informed me that the claim had been denied and that I need to call Home Shield needs to put in a new work order(whatever that means.) After speaking with Home Shield, I was informed that the claim was not denied because they were still waiting and had never received the information needed from Stilwell. I again called Stilwell and demanded the manager. I was told she was not available but would call me that day before close of business. 3 days later, the manager had never called me. I again called Stilwell and was told the same thing as before(about the claim being denied.) This frustrated me after the previous conversation which took and hour out of my day. I reminded her again about the huge incident during the previous call and demanded to speak with the manager immediately. The manager got on the phone and was immediately dismissive, took no responsibility for the delay/error and was very condescending and rude. She was talking over me with an elevated volume and was not listening. I had to call her out on her rudeness to which she had no apology or changed behavior. An apology for my inconvenience would have been the correct response. When I explained to her that Home Shield had already called them last week and informed the secretary that they failed to submit the diagnosis so that the claim could move forward, she kept saying Home Shield never called them(which was a lie because they called while I was on the phone.) Then she claimed the tech did not submit the invoice/diagnosis to her. I asked her why she couldn’t just get it from him ASAP. She then tried another angle which was to say that the paperwork the tech submitted was for a non-covered issue. That was totally false. All it was is a replacement of a 20 amp breaker and a fuse...pretty straightforward, easy repairs which are definitely covered. That was a stall tactic. I then had to come up with my own solution to send them the invoice which clearly states the reason for the repairs. I emailed it to them. After speaking with her, I had to call Home Shield again to ensure this gets rectified. They called Stilwell AGAIN and I was promised that the diagnosis would be sent that day and that I should be getting service within 48 hours. That was 72 hours ago with still no response. Of course I had to call again today. I called Stilwell first and was told again that the claim says denied/new work order needed. At first I thought maybe after the diagnosis was submitted that they denied it so I didn’t initially get upset with them. However, I then called American Home Shield giving them a hard time. I discovered that It was actually an error by Stilwell again!! They STILL had not sent the diagnosis to Home Shield after all of this, knowing how much I’d already been inconvenienced and expressed my disdain. I decided to call the company and Home Shield and put them on the phone together to expose the lies. That was the best thing I could have done. That needed with yet another promise that I would have resolution within 48 hours. I received an email with a new service provider so I assume Stilwell wa not able to produce. I’m not surprised because this company is a nightmare and unprofessional. I would never use them again. I have several home projects coming up and I’ll go elsewhere.

Bryan was out to our house this past Tuesday, 12/08/2020. He was punctual, professional, and personable. He was able to clear our VERY clogged kitchen sink drain, all while maintaining social distancing with not only myself, but my two young children. If I use Stilwell again in the future (I only phrase it this way because I hope to avoid any and all future plumbing issues), I will definitely be asking for Bryan!

My insurance warranty hired them to repair an electrical problem. Not sure why. Do not trust the words of this company. Bad customer service. All lies, they don't call when they said they would. In fact they will not call you at all. They don't submit paperwork when they said they did. Be ready to spent hours calling and making sure the work is completed. I am still waiting for my work to be completed.

Alansi's is just a phone call away with rescue operations - professional, courteous and with infinite knowledge of complicated plumbing systems. Our house was built in 1939, so finding an honest plumber who can handle our problem was a chore until we found Alansi's. IF I COULD AWARD SIX STARS, I WOULD.

Currently waiting on job to be completed and have been assured by Phil (co-owner) on Friday, April 2nd, that the job will be completed and ready for final inspection on Monday, April 5th. Hopefully this will be the case and Phil is a man of his word. I will further edit this review with my add't comments as to the outcome. At this point I am not real happy.