Nichols Plumbing & Piping

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Awesome! The gentleman was polite and professional. He didn't reap of smoke which is a huge plus to me. <br />

Tech was on time. Very knowledgeable. From begging to end of job was 1 hour. Explained what he was doing and why. <br />

It went well. They were a little pushy when we were first thinking about having them come out, though. <br />

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old cast iron pipes busted from years of rust and stoppage. pipe was removed without further damage to under cabinet wooded area. replaced with new pvc pipe and fitting and realigned all drain drain lines for better draining. work very well and without the usual back up that had been there for years before.

I arrived home around 3:15pm, after a weeks vacation, to find that the cut off valve, in the bedroom closet, had sprung a leak and was spewing water.  Have no idea how many days it had been going on- but the floor damage thru several rooms was bad.  I called our home warranty co (AHS) and they conference called me to Nichols Plumbing.  Even though it was an emergency, Karen (at Nichols) couldn't even tell me if they'd be able to make it to the house that night.  I asked her to please call me and let me know as soon as they determined whether or not they'd be able to make it - so, if not, I could call another plumber.  That was 3:30pm.  At 5:55pm, an unknown call came in while I was on the phone with our homeowners insurance co.  When I hung up 5 mins later, I listened to the message.  It was Patrick from Nichols who said "I was trying to give you a call to let you know I <strong>would</strong> be on the way."  I wasn't sure from his message if that meant he was still going or if he needed confirmation from me that I'd be there before he went.  (I was 10 mins from the house - and could get there if he was still going.)  I called him right back - 6 minutes from when he left his message.  I got an automated recording and left a message.  No response.  10 mins later I called and left another message.  No response.  I figured he must not be going.  Went to where I'd be staying the night since I couldn't stay in the house.  At 7:40pm he called me and said he had just gotten back in his truck, got my messages and told me the job was done!  He told me the floor restoration guy (who I had met at the house at 5:20pm) let him in.  I have since had a discussion with the floor guy that you shouldn't allow anyone access to a home without checking with the owner.  I explained to the plumbing tech on the phone that since this was an insurance issue, that I had wanted to be there.  That I was upset that no one even let me know I was gonna get on the schedule.  He told me he was 5 minutes from my house when he called.  I asked him what was replaced, since I knew where the leak was (and with water being off and everything wet, he may not be able to tell) - he just replaced all of it.  I said "didn't you see the front part was already replaced".  He said again that he had replaced all of it.  Told him I was upset.  He said "look lady I was just giving you a courtesy call to let you know it was fixed." and he hung up on me!  So, I didn't even get to ask him if he went under the house (unlikely) to check and make sure nothing else had sprung a leak, much less pay the home warranty co-pay.  Exhausted and upset, I let it go for the night. <br /> Next morning, I called the office and asked for customer service.  I spoke with Amy and asked who I should speak to about lodging a complaint - she said that would be her.  I also asked what Patrick's position was (since I noticed he was an option on their automated system) -she said he was the office manager.  At this point, I figure she probably works for him, but I went ahead as protocol.  I explained everything that happened and that I was upset - she said ok "it will be addressed".  To be honest, it didn't sound very convincing.  I continued to explain how unprofessional he was and that I should have at least gotten a call last night letting me know he would be coming.  She said that they have a schedule and they work emergencies in, "you are not our only customer".  I told her I understood that, I run my own company.  But, I should have at least been notified.  She said they "put emergencies on the schedule 30 minutes out and only make the one phone call -so if you don't answer there's nothing we can do about it".  I explained that not only did the call come in from an unknown phone number (not Nichols Plumbing) but the tech said he was 5 minutes from the house when he called.  She said "well there's obviously nothing else I can do to help you".  I was stunned at the lack of courtesy and professionalism - it apparently is the way the entire company is run.  I said, "well do you at least want to get paid?!"  With our home warranty, you always pay the copay when service is done- to the service company.  She said, "we'll bill the home warranty co and they'll bill you".  I told her, I've used this company for 5 years, we've never done it that way.  We always pay at the service call.  She said "yes, but you weren't at the house".  I said "I know, that's the point!"  She just reiterated that it would be billed.  At that point, my frustration level was thru the roof and I couldn't take it anymore.  I told her that apparently her whole company had poor customer service, said thank you and hung up. <br /> <br />

I was not physically there but my wife said rep was courteous and got the job done fast. Faucet in bathroom was rebuilt. <br />

The removal of old hot water heater and  install went well <br />

The guy came and he was helpful and knowledgeable, when I had him replace all of the parts, I had asked him about some other issues concerning the water and the water pressure, he did not leave until he checked everything that was a possibility. Because of the issue, our water bill has skyrocketed, he wrote me an explanation of the problem so that if I submitted it to the water company, they would know. That would not reduce our bill, but kind of give us probably a little bit of imbursement for the situation so I appreciate that.

Everything went well. I set an appointment the day before. Received a phone call on the day of asking if I would be open to an earlier time which I needed anyway. Two thumbs up!!

Nichols Plumbing was dispatched from my home warranty company to investigate a leak in the kitchen and stoppage in the toilet.  After repeated service calls they never resolved the toilet issue, all the plumber did was flush rolls and rolls of my toilet paper down the toilet, attempting to prove that a toilet I have to plunge 3x a day was "fine"  (it's not) and flushing rolls of paper did nothing to solve the problem.  Even worse, when it was suspected that the leak was behind the kitchen sink, I was told I would have to rip out my kitchen cabinets in order to access the leak.  When I asked the plumber to go into the crawl space to investigate the leak, he refused.  I contacted my homeowners insurance who insisted I get a report from a plumber who had gone under the house and ended up fighting with my home warranty company to get another plumber sent out.  When the new plumber/company arrived, they not only went under the house to look for leaks, but they were smart enough to cut an access panel, identify the leak and quickly replace the pipe.  This wasn't rocket science and there was no reason Nichol's couldn't have done this for me.  It's ridiculous to have "tear out your cabinets" be a solution for a homeowner. I have informed my home warranty that Nichols is never to come to my home again.  They were slow, rude, ignorant, and could have potentially cost me thousands more in home destruction.  I fear for all of their customers. <br />

They had to order a part and it was kind of drawn out, they had to come 3 different times.   We have home improvement insurance and it helps.  They were thorough and got the job done. 

They are very good.  They are very professional.  They have done a lot of work for me.  I have used them for the plumbing work ever since I have owned my home.  They are prompt, professional and knowledgeable.  They are very nice people.

The water cutoff valve was leaking into a closet and could not be shut off.  Nichols plumber arrived early and had the problem resolved in about 15 minutes.  He had to remove some drywall in the closet and told me that my home warranty company would send someone out to fix the drywall.  All-in-all this was a good experience.

Technician was professional and courteous. He explained everything from the what he was going to inspect to what to expect if the repair did not fix the problem. Additionally he explained what my insurance would cover and what it did not. I only had to pay the $60 service fee to my insurance and he repair the leak  in 15 minutes. overall was a very good service.

They were under our home warranty. They did a good job. They told us things they couldn't fix under the home warranty. We called them back to fix something and we paid for that ourselves. They were good. They were able to do the work quickly and efficiently. He went above because he cleaned my freezer. I was not happy that it was not covered by my home warranty.

I had a toilet in my bathroom that rocked so while placing a claim against my home warranty I decided to take care of this as well. My home warranty company uses Nichols so that is who I got. I placed the claim on Saturday evening and promptly got called on Monday morning to set up an appointment for Tuesday. I am a pretty handy individual but was embarrassed when the technician just pulled out a screw driver and tightened down screws on my toilet and problem solved. All in all the technician was in my home for less than 10 minutes and the job was done but still charged me the full $55 deductible for my home warranty. While this is fair I'm a little upset because I know that this was not even $55 worth of work. A good way to gain repeat business would not be what I experienced this morning. If I ever need plumbing work in the future I will not be calling Nichols Plumbing. A little customer service and going the extra mile goes a long way.

All in all, we're pleased.

Call Nichol's Plumbing, They could not get too up that afternoon, but came out first thing the next morning. Plumber Mr. Sammy checked everything out for us, plus our warrenty. Call the warrenty company and his company, got all the estements, we oked everything and his came back before noon with new water heat. The price was for permits, which are not covered by the warrenty, 60 was for the service call as per our warrenty.

Dealing with this company was painful. It had been contracted by American Home Shield to replace the water heater when a leak was discovered prior to a tenant moving in. The first visit (6/17), the technician came, looked at the water heater and said "Its not leaking." It was then explained to him that the water had been cut off so it wouldnt continue to leak and create problems with the flooring or subflooring. His response was "Well, Im not going to wait around an hour to see if it does leak, you will have to make another appointment." and then walked out the door. A second appointment with the company was made (6/25). This time the water WAS left on. The same technician arrived and clearly saw the water standing around the base of the water heater. His comment was "Yes, its leaking." This we already knew. In the process of examining the water heater he broke the bi-fold closet door by jamming it against the wall and breaking the bottom pivot pin. When asked when the water heater could be replaced, he responded it would take a week or more. When he was told this would be unacceptable, and had he remained on-site at the first appointment for 30 minutes, a second appointment would not have been necessary. He became VERY loud, explaining why it would take so long to replace the water heater, why he didnt stay the first time (he stated he had other customers... as we are!). He had to be asked twice to lower his voice. After impressing upon him the necessity of replacing the water heater quickly, he consulted with his office and surprisingly, discovered they could replace it the following Monday (6/29). The work was preformed on 6/29. However, and additional charge of 75.00 was assessed for "inspection." (We understand the need to preform inspections on new construction, but this was a replacement water heater) At that time the technician stated that the 75 dollars paid for the inspector and that his office (Nichols Plumbing) would call later in the week to schedule an appointment. He was paid the 75 dollar inspection fee. Its now 17 days later, and the work still has not been inspected, this after numerous phone calls by both myself and American Home Shield. (PLEASE NOTE: Estimated cost of repair is not accurate, as a portion (service call, cost of new water heater) was covered by American Home Shield. Cost includes the AHS house call fee, inspection fee and cost of a new closet door.)

I have a home warranty. They dispatched Nichols Plumbing for the water heater. I have a $60 service charge that is payed to the contractor and I pay for the "not covered" costs. The plumber who installed the water heater broke down the "non covered" costs. $75 disposal fee to haul away the old water heater, $75 to pull permits and get inspection from county for plumbing, $75 to pull permit and get inspection from county for electrical. I asked the plumber, "The $150 goes right to the county correct"? The plumber stated "yes" I stated "So I'm writing you a check but I could just be writing this check to the county as it is what they charge your just relaying the money correct"? He said "yes". The plumber talked about how much the county charges and what a joke and rip off it is to have the permit and inspection cost so much. I referred to the $150 three times, making sure that it was strictly for the county requirements. Each time I was told yes it was the county money. The work was done in April and the inspection should have followed with in 1-2 weeks following. I got a call 2 weeks ago, IN JUNE from Nichols Plumbing that they were setting up the inspection. When the county plumbing inspector came we discussed the fact that it had taken Nichols Plumbing so long to set up the inspection. The inspector stated informed me that had my house burned down and the inspection had not been done, my home owners insurance could deny my claim and I would be left with nothing. We continued to speak and the topic of the county inspecting and permit fee's came up. The county inspector informed me that there is NO permit fee for a replacement. The only charge is $25 for the inspection. I asked if that was true for the electrical as well and he said yes. I should have paid $50 not $150 for the inspection. I went to the county website and found the fee schedule and I called and spoke to the inspections dept. It is clearly stated permit fee for replacement is $0.00. When I called Nichols to tell them I wanted a $100 refund because they had lied and said that the entire $150 was for county fees, the woman answering the phone stated "No that is not true, the county has no right to tell you what we should charge". I told the woman I wanted my money back and I was lied to. She said "We charge what we charge". I was not told $100 was a "convenience fee", I was told it was county fee's. They ripped me off for $100 and then said too bad when they were confronted about ripping me off.

This water heater replacement was covered by an existing home warranty. Nichols was provided by the home warranty company. Nichols called me and made a mutually convenient appointment. Mr. Nichols came to collect the fee I was to pay and look at the leaking water heater. He left my house telling me that his office would call me to make another appointment to install a new water heater. This required that I take another day off of work. The next week two employees of Nichols Plumbing returned and replaced the old water heater with the new one. The new appliance was not installed correctly as the emergency drain pipe was not the right material nor was the drain installed correctly. I asked if the Plumbing Department for New Hanover County was going to come to inspect the work. Neither of the workmen could answer that. I called the inspections department myself and when the inspector came he told me the work was not even close to code. Nichols Plumbing had not gotten a work permit for the work and had put me at risk with faulty work. New Hanover County forced Nichols to re-do all the work to code specs and fined Nichols for several code violations.