Randal Lowe Plumbing — Local services in Marietta

This company does shoddy work and then fails to stand behind it. If I could give Randall Lowe 0 stars I would, so beware, especially if you build a house and they are the chosen plumber for your builder. Here's why:

In our multi-story home with an unfinished basement, this company failed to spend a minuscule amount of money to put small pieces of foam between the PVC water pipes and the wood studs in our home. The result of this lack of buffer/insulation is that during winter, whenever hot water runs through the PVC and it rapidly expands and contracts due to the temperature differences, we hear the equivalent of a knocking sound inside our walls. This occurred in two different locations in our home, one inside drywall and the other (fortunately) in the ceiling of our unfinished basement. When Randall Lowe sent their warranty plumber our to service our complaint, even he noticed that had just a 2 cent piece of foam (and a couple of extra seconds of work) been used between the PVC and the stud, the problem could have been avoided. Luckily, that work was easy. The pipe inside the wall required the drywall to be cut and repaired afterwards. Randall Lowe only serviced this complaint because our home was still under warranty, but the complete laziness and lack of attention to detail when the work was first completed is unacceptable.

My second experience with this company happened today when the drain line between our dishwasher and garbage disposal failed, causing gallons of water to cover our kitchen floor, ruining the hardwood surface. I called a plumber to inspect and diagnose the problem, and he immediately noticed the incorrect installation of the rubber gasket that connects the drain hose to the disposal. In our case, someone cut the hose too short, so rather than just cutting a new hose to the proper length, they stretched the rubber gasket at a 90 degree angle to make up for the inadequate hose length. After 4 years, this rubber piece wore out prematurely and cracked, which caused our water damage. To make matters worse, because this was a garbage disposal line (as well as dishwasher), the water going through it is likely to be contaminated with bacteria, food particles, etc., so now we have to undergo water damage mitigation that includes microbe treatment.

When I called Randall Lowe about this and explained the problem, they informed me that their warranty was only 2 years, and that the work was done properly the first time, signed off by our builder and us. When I asked their supervisor if he expected this installation to fail after only 4 years, he deflected by saying he'd have to research the part itself and "google it". I hardly expect an experienced plumber to need to look up a routine plumbing installation procedure on Google, not to mention the fact that they almost became indignant with me when I asked them to stand behind their work and at least inspect what they had originally done. They refused.

This is one of the worst companies with which I have ever had the displeasure of interacting. They seem to rest comfortably on their large residential contracts given to them by builders such as Sharp, and will only take service requests under warranty, even if their lazy, shoddy installation causes a premature failure out of warranty. If you had this company install your plumbing, it might be wise to have a reputable firm take a look at the accuracy and correctness of Randall...

I would highly recommend that you stay away from this company. The admin staff, especially Nancy and Tabitha in the Home Service department are rude, condescending, confrontational, and argumentative.

I needed to have a toilet replaced under warranty. Because of work schedules and the fact that they can't come after hours or on weekends, I can only make time available once every four weeks. Once a particular toilet was identified as needing replacing, they were suppose to bring it out on the next visit along with parts for another toilet (1 Month later), but did not. The next few months then went from being sick (another month), an emergency on the part of the guy coming out (I was notified 2 hours before they were supposed to get here) (yet another month), and they gave my predestined toilet to another user (still another month). After four months, I can't get my toilet, including one that was slated for me previously.

When trying to discuss the issue with Nancy (Department Head), she was nothing but rude and condescending. When asked why did they give my toilet to another job, she exclaimed that it wasn't HER (personal) warehouse that made the mistake (it was her company's... she was just being pedantic). Both refuse to engage in any conversation about the toilet is now 4-5 months before it gets replaced, and I am expected to wait some indiscriminate amount of time in the future before they "may" get any. Instead of being respectful to me in attempting to ask why is this taking so long, Nancy hung up and refused to even schedule appointments. She also wants to heavily deflect blame on the warehouse (that isn't hers) as the culprits in this scenario. When asked if she would be upset or frustrated if the roles were reversed, she admitted that she would be, but I am not allowed to voice any concerns about the lack of action when it comes to dealing with replacing my toilet.

At this point, I would pay twice as much to go elsewhere to not have to deal with...

I bought a new construction build(a house) 2 years ago and Randal lowe plumbing did most of, if not all of the plumbing for all of the houses in the community(about 50 houses). Several people in the community have had problems with their plumbing including myself. Here is my story.

Our water heater was showing an error code of 12. I called them and they told me that they would charge $295 for an inspection. I paid them for the inspection and they told me that I needed to replace a piece of the water heater and they were going to charge me another $200 to replace the piece(this was for the labor). A Randal lowe technician replace the piece and a day later the problem reappeared. I called them and they told me that they needed to replace yet another piece and they were going to charge me an additional $295. I paid them to replace it because I didn't have hot water for close to 2weeks at that point. Now 6 months later yet again I have the same issue. I called them and they told me that they were going to have to charge me yet another $295 for another inspection. I tried talking to them and told them that I paid close too $1000 and the problem still persist. They didn't care. Now I am working with TE Certified and they told me that the inspection is free. Please don't use Randal lowe several people in my community have had similar experiences. And their customer service...