B. Carlson Heating, Cooling & Plumbing, Inc.

We had an under-slab leak and chose B. Carlson because they promised faster service and same-day availability. Unfortunately, the experience was very frustrating from start to finish.

The first day went as expected, but the following morning the technician promised to arrive between 8:00 and 8:30 and did not show up. By 10:30 there was still no one. We had to call them. When we called, we were told he had been dispatched to an emergency and would arrive soon. But this was never relayed to us until we reached out ourselves. He finally showed up at 11:30, which was so late that he could not finish the job.

The leak ended up not being exactly where it was initially detected, which is understandable. He did repair the leak and said he would return the next day to finish, but could not give a time and said dispatch would contact us. No one called. He eventually arrived around 4:00 and filled the hole.

Before he left, I specifically asked how long it would take the floor (concrete) to dry before we could put the carpet back, and he told us to wait two days. After he left, we realized no concrete slab patch had been done. After digging through emails, we discovered the quote did not include slab repair. This was never clearly explained to us. Why was it not verbally communicated upfront that the concrete would not be replaced? Had we been informed of this we would have gotten more companies out to complete the bids and proceed with another company.

This is our third slab leak, and this job was significantly more expensive than similar work we have had done by other companies even with the added valve replacement. We paid their premium price due to availability and promises to get job done quickly. The biggest issue was communication. It was extremely poor throughout the process. The company seems to promise fast turnaround, but in reality technicians bounce between jobs instead of fully completing one before moving on. Had we been informed throughout the process to include no concrete work done by them it would have been handled differently.

Overall, a very disappointing experience.

For the person who responds to these, no I will not be calling to “make this right”. You had that chance when I complained to dispatch and all that happened was the technician called to explain they don’t do concrete and they have 2 bags but don’t know when they can come complete that work. The hole took 4 bags and I can do it myself but that wasn’t the point. The lack of communication until you get a review is the problem.

Edit: and as we see another AI response. Such care for your customers with all them Emdash’s and condescension. Such a shame.

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