Xcel Plumbing & Heating

To keep this review to the point, Xcel Plumbing was contracted to build major fixtures in our business. After questioning one of their employees he said that the level of their quality was to ‘pass the town inspection’. This came up when the fixtures began to literally fall off the wall, because in some case they were not attached to studs or anchored well. When asked to fix the issues, their very first concern was ‘who’s paying for it’, because the work was not even a year old and still under warranty. I can understand as a business owner that who’s paying for it is important, but if this is within the warranty period and there is an obvious emergency that is going to have a significant impact and could harm other people (we are talking about sinks falling off walls, etc.) the first instinct should be ‘take care of my client’, fix the work, and discuss the bill afterwards. INSTEAD Xcel plumbing decided to hang up the phone and not answer it and pretend we did not exist.
In addition, we had a service contract with them, which I paid in full at the start of the contract to take advantage of a discount. We found out that, after they dropped us as client. They did not perform the service in the contract (filter changing, inspection, etc.). We also found out that because we did not shop around (stupid me) they actually charged us more than 2x what competitors would have charged. They knew since they installed the fixtures that we would go with them, so we didn’t shop around for service contracts and they took advantage of that (smart on their part, but ‘buyer beware’)
In summary:
1 — They do the minimum level of work (to pass town inspection)
2 — They do not stand by their work, probably because they know it is substandard
3 — They do not work hard to satisfy client and get repeat business
4 — They took advantage of us in charging more than 2x what competitors charge for service contracts
5 — They did not perform the work that was in the service contract, especially after they dropped us do to repair we called them about.
6 — Since the service contract was paid in full already, they had not motivation to honor service contract or warranty work
I do not know what other people have experienced with them, but this is my experience. All I can say is do your due diligence in working with reputable contractors. In my opinion, Xcel Plumbing is one to stay away from.