Lane Plumbing & Heating Inc

This is a long review, but if you really want to know who you will be dealing with, please give it a read. I have never complained about a service provider in my life, let alone left a bad review. This is the most outrageous treatment I've experienced from any business in any field.

Summary:

This company denied me service during an emergency because of an issue that was never communicated to me. I was without running water for six days and this company let me schedule an appointment, then later left me a message telling me it was cancelled and to find a new plumber (verbatim). They knew very well my situation, that we're in a horrible heat wave, and that finding a plumber right now is essentially impossible.

Details:

From what I understand, the issue that caused them to refuse service was that I paid my last bill at the time I scheduled my next service. This is true - I paid a bill from November in May when I scheduled service, and one from June when I scheduled this appointment last Friday (early August). This is simply because I never received a bill of any kind (though they insist they send text, email, and paper bills) and just forgot about it until I thought about the plumber again. This doesn't seem crazy to me, especially given the hard times of the past couple years, never mind that costs are out of control and oh also, my mother is dying of terminal cancer. I've had a hard past year and insanely, keeping track of a bill from the plumber for them was not on top of my list of priorities. Anyway, I was never told that this was an issue at all, let alone an issue that would cause them to deny me service during an emergency and treat me like a criminal. I tried to explain the situation to them, showed them searches on my phone and email showing that I received nothing (I guess I could have deleted texts/emails, which I obviously didn't, but you can't prove a negative so I was kind of stuck on that front). I apologized profusely and offered to pay up front for the next service before anyone entered my property. I offered to pay days in advance so it would clear before service. I *begged* them to help me. In response to this (I initially presented it over a phone call, during which I accidentally cried due to water-related and heat-induced stress, then sent a follow-up email repeating the offers previously noted and they responded via email) they said, "we will not be able to help you." Again, verbatim, again knowing how long I had been without water and that I likely would not be able to get service elsewhere any time soon. I will also note that I had previously contacted them for a quote to replace my broken water heater, which they engaged with once, and then completely ignored. I did not make a fuss about that or bring it up at all, because I know that things happen and people miss things because they're not infallible. Unfortunately they would not extend me the same courtesy. The fact that I offered to pay in full up front and they still refused says to me that they were more interested in punishing me than in the money. If they had offered to help me (which they wouldn't) I would decline. I would rather not have water than give this company more money.

I should note that this is not a reflection on the actual service at all - the work done was great and timely, no problem there. This is purely a reflection on management.

After calling every plumber within an hour's drive, I was saved by AI Jeffers & Sons, who sent someone out the next morning (despite being 45 minutes away - Lane is a three minute drive from me). When talking with the plumber, he mentioned that when someone doesn't have water, that takes precedence. They ordered me a replacement water pump and installed it the next morning. If you need service, especially emergency service, I would call AI Jeffers & Sons first, and I would never, ever call Lane.

Could not say anything other than positive things. They were great. Attentive. They fixed my problem quickly and the work was neat. Would definitely use them again.

Had an issue with our vermont house. Technician was onsite, fixing the problem within 2 hours of my call. Work was completed professionally and at a very fair price! Don't hesitate to call this company,. Class Act!