Custom Plumbing of Arizona - Phoenix — Local services in Phoenix

I rarely leave a review, good or bad. But...

Through no fault of his own, Johnny came back three times in order to install a kitchen faucet that would work correctly. The company that we bought our faucet from had a lifetime warranty, so just put a replacement in and no problems, right?

Wrong! The manufacturer cut costs by changing the inner parts which changed the turning circumference of this model.

The first time here, Johnny was on time- early actually- professional and ready to immediately get to work. When he discovered the new faucet’s mechanisms would no longer work, he recommended that I contact the company, explain what he patiently demonstrated to me to be the issue, and request that they offer a different style that would rectify the issue.

Johnny said that since it wasn’t my fault that this model no longer would work, he was willing to come back and reinstall the next replacement faucet for no charge.

Unfortunately, the rep from the manufacturer neither understood my request, and refused to send a different model believing that the one I received was simply defective and the quality was still superior.

The second time, Johnny came out with George and was surprised to hear why the same improper faucet was delivered. But, as he had promised, the two of them got to work. Only this time, they went only far enough to be sure this one would turn properly. It didn’t! As he’d known, Johnny said the hex nut design was changed and would never turn properly for our double sink. I called the company immediately with the two of them here. Going above and beyond, he stayed and guided me through the conversation with another rep in the Dominican Republic in order to get them to send a proper style or model in the same price range. Obviously, with George and Johnny listening to the call, Johnny was becoming aware of my frustrations.

Johnny graciously offered to speak personnelly to this rep in hopes that he would understand a plumber better than a woman. (Cultural differences as well as language barriers were a big obstacle.) This phone call was dragged out numerous times for clarification and approval from a higher authority in the company. This time spent on the call, was costing Custom Plumbing valuable time, as well as mine.

Finally, the company agreed to send what Johnny had requested in the first place. His calm, professional and patient voice no doubt was a major factor in getting this cooperation. The problem was, we would once again, need to wait for the next replacement to arrive, then have Johnny return again to install.

As usual, Johnny came on time, professionally prepared to get the job done as quickly as possible. He’s been here so often that our dog, Thorn, greeted him like an old friend! Since Johnny had thoroughly taught me what to look for, I did my extensive research so I knew that I would undoubtedly order a style that would work. And the third time, it worked!

I understand that their motto is complete satisfaction, which we finally acquired, but Custom Plumbing couldn’t keep coming back for free. They were very accommodating by charging me a reasonable service charge instead of the standard full fees most other companies may have. I can’t tell you how much Johnny‘s professionalism, as well as his friendly demeanor, kept me calm during a domino effect of blunders by the manufacturer. We are preparing to start more home improvements and I’m so glad that I know Johnny will be returning to do an exceptional job once again. And again, as long as we need an honest plumber!

Thank...

We had a very unfortunate experience with Custom. Paid to have 2 new toilets installed and everything seemed to go pretty well at first. The plumber arrived on time and seemed like a nice guy. The price appeared to be reasonable as well. Fast forward about a year and we find water coming out of our ceiling (toilets installed on second floor). Had a different plumber come out (also from Custom) and he told us that the original plumber not only reused the old rusty bolts from the previous toilets, but that he also only used 1 wax ring when our floor height clearly required 2! He fixed the issue promptly and referred us to a remediation service to deal with the water damage. The next day we contacted the manager (Jerry) at Custom who rudely answered the phone and seemed infuriated that his employee identified their poor workmanship and told us as much. He eventually agreed to cover the costs, but it was an unpleasant encounter to say the least. As of today we are now having water coming out of the ceiling again, this time from the other toilet that Custom installed at the same time. Since we are out of their “warranty” period I am guessing it will be coming right out of our pocket. All I can say is stay far away!

*UPDATE: We tried to contact the service manager (Jessie) at Custom when the water began leaking but were unable to reach him so we hired a different plumber to fix the issue and start the water and mold (yes, mold!) remediation process. The next day we were able to speak with him and basically were told that it was OUR fault for providing our own toilets that included only 1 wax ring each instead of the needed 2. However, the installing tech never said ANYTHING to us about this and just went along his way with the installation using 1 ring for each toilet. So he either didn’t know what he was doing (bad) or did know and purposefully did the installation in a way that was totally wrong (even worse). Since Custom has so far refused to compensate us in any way for the costs (almost $1500) incurred as a result of their careless and shoddy work, we decided to submit a complaint to the BBB. During this process we realized that Custom has an “F” RATING, something that comes as no surprise to us now. We will also be investigating options for submitting a complaint to the Arizona Registrar of Contractors. These guys are shady as it comes. Don’t be fooled into allowing them in to your home...

The last year or so has been a very challenging time for our family. In Nov 2019, our 7-year-old son was diagnosed with Leukemia. Months later, as a nation, we were hit with COVID-19, which drastically impacted my wife's industry, "Hospitality and Event Management", as well as many others. As a result, our way of life: living, socializing, and working has changed in unexpected ways.

Despite these challenges, as a family and as a nation, we are all doing our best to maintain health, happiness, and prosperous lives. Last week, fate threw us another curveball, as we noticed a significant leak from our Water Main feeding to our home. After speaking with our Homeowners Insurance and Home Warranty companies, we found that this type of issue is not covered by either of the two plans, so it became clear that we would have to find a way to fix the issue out of pocket.

So, after doing a little Google research, we stumbled across Custom Pluming of Arizona, LLC. Within 24 hours of reaching out to Custom Pluming of Arizona, LLC., Ignasio and Edward arrived on site to assess the recently discovered leak. After assessing the issue, they were very prompt and professional in offering us both long-term and short-term options that would best fit our budget.

Given the issues mentioned at the beginning of this post, disposable cash on hand is a luxury we don't really have at the moment, so we opted to move forward with the lower cost temporary solution and scheduled the work to be completed the following day. The next morning when Ignasio and Edward arrived, they let us know that the Custom Pluming of Arizona, LLC. leadership team had been made aware of our recent life challenges and offered to implement the permanent solution at no cost to us.

Ignasio and Edward's kind and incredibly generous news warmed our hearts and brought tears to our eyes. Within a few hours, the leak was repaired, and the workspace/landscaping was clean and returned to normal conditions. I can't thank these gentlemen enough for all that they did to help us in our time of need and for their professionalism.

Thank you Ignasio, Edward, and the rest of the Custom Pluming of Arizona, LLC. leadership team. Your act of kindness has warmed our hearts and has helped restore my faith in...