Grasser's Plumbing & Heating, Inc. — Local services in McNabb

I’ve had a genuinely great experience with grassers UNTIL this last couple years. I myself as well as my father and grandfather have all used grassers a ton with our personal houses as well as rental homes. The quality of work has went completely down hill. In June 2022 I had grassers quote me on a new ac/furnace and we agreed on a price. They installed the units and damaged my flooring but when I reached out I never got a response. Guess I shouldn’t have paid the total amount upfront. I had no issues with the units until this summer. Start of the year first start up the ac froze up. I called grassers the tech came and said it was way low. He topped it up and said there has to be a leak he put a dye pack in and said he’d have the office call to schedule an appointment. Within 4 days I had a huge bill but, they never called, I called them to schedule I told them the only weekdays are Fridays. They told me a date and no one showed up that day. I called a couple weeks later to schedule again this time the tech came back out and found 4 count them 4 poor solder points that their installers did. 1 outside the house at the dry filter and 3 inside the house. Ridiculous, the tech even said this should not be the case on a new unit that’s only 2 and half years old. And, now 4 days later I just received another huge bill from them. Absolutely could not recommend this company at this point, they do poor work and don’t guarantee it because I didn’t pay for a labor warranty. Genuinely awful service for a company that is already not very competitive on pricing because they say their work speaks for it self. I guess in my case it doesn’t speak for itself...

Had a kitchen sink, bathroom shower head, shower/tub faucet installed. 1st visit was to pull the old sink out, which went smoothly.

2nd visit was a different worker, refused to cut/install kitchen sink (which we were later told, the company does cut the counter tops). Partially installed all the shower/tub fixtures. However, since they were black, not standard metallic. The 2nd worker wouldn’t tighten anything more than hand tight, claiming he didn’t want to scratch the black (I had to tighten it all later with a pair of Channel locks and a hand towel, no scratches). 2nd worker also cut several inches of copper piping off for the tub faucet, claiming it was to long. Later after installation found out it was leaking.

3rd visit (had to have them come back out for sink install, after I cut it). Was the same worker as the 1st visit. Explained everything the 2nd one did, 1st guy seemed surprised he wouldn’t cut the counter top and tighten anything more than hand tight. Installed the sink without issue. Asked him to inspect the later found leak on the tub faucet. Checks it out for us, turn out that 2nd guy cut to much copper piping off. It was leaking because it was now not long enough. 1st guy explains it can be fixed with a 4th visit and installing a threaded tub faucet they can order.

4th visit was requested to be the same guy from the 1st and 3rd visit. Installed the new tub faucet without any further issues.

All in all, the 1st worker 10/10. 2nd worker 2/10. Company, probably around a 3/10 since they charged us for having them come out multiple times to fix their own...

I called the after-hours line when we were experiencing a heating issue and was told we would receive a callback when a technician was on the way.

A few hours went by, and I hadn't heard back. We have an infant in the home so I called again as it was snowing, and I needed to know if they would have someone out that day or if I should call around to other repair companies. The staff was completely unempathetic regarding our situation and seemed annoyed by my call requesting an ETA. I was told "they would get to me when they get to me".

I understand they were likely being bombarded by calls and my situation wasn't an emergency to them, but it was one to me. They could have at least had empathy regarding my situation.

It has been over 24 hours since my second call to Grasser's and I have still yet to hear back from them regarding a technician coming out to my home. Thankfully, I called Town & Country yesterday and was placed on their schedule the same day. We had a technician come out and repair our heat. Another issue arose a few hours later and they sent out an after-hours technician free of charge and fixed the new issue.

I'm still waiting on a call from Grasser's as I never called back to cancel my service with them. Had I not called around to other companies, I'd still be without heat, follow-up, or any sense of urgency regarding my situation.

Thank you for providing unempathetic customer service and for your lack of urgency. Had you provided that, I would not have been in contact with your competitor to receive prompt service at a fraction of the cost I was...