I want to be fair, I am not saying not to use this company- I am simply saying ask a lot or very direct questions and demand a direct answer- but I also want to be honest about my experience because this could have been avoided with a little more transparency. My issue was found in the end but it would not have been if I stood quiet. I was initially told via text that there was a $179 dispatch fee. I called specifically because I wanted to talk through what that fee actually covered. I needed to make sure I wasn't paying $179 just to have someone show up and tell me they couldn't diagnose the problem. Before the company even contacted me, I had submitted a request through Thumbtack explaining the issue and uploading pictures. I also explained that I suspected an outside pipe leak because my water bill had increased and I had experienced something similar in the past. At least THREE times, I asked the representative some variation of, "Will the plumber actually look at the pipe and tell me what's wrong?" Her response was repeatedly, "The tech will be able to diagnose the problem for you and let you know the cost before any work is done." Now, maybe I'm missing something, but the way that was communicated certainly gave me the impression that the technician would come out, investigate the issue, and tell me what was wrong. I also specifically clarified that the pipe was outside and underground. I eventually stopped asking because she kept repeating the same response, and honestly, I felt like I was being treated as though I wasn't understanding something that was pretty straightforward. I even apologized for asking so many questions and explained that I had dealt with plumbing companies and contractors in the past where the process and pricing weren't always clear. I was simply trying to make sure I understood what I was agreeing to BEFORE someone showed up and charged me. Fast forward to the technician arriving at my property- granted, it was same day so pretty impressive. He immediately asks me to sign for the dispatch fee. He hasn't looked at anything, touched anything, or even approached the area in question before telling me that he would need to run a machine through the pipes and use gas to try to pinpoint the leak. Apparently, that diagnostic procedure would cost approximately $600. At this point, I'm LIVID. I'm starting to realize that I'm paying $179 just to look at his face. Had someone explained during my initial phone conversation that locating an underground leak would require an additional diagnostic procedure costing approximately $600, I could have made an informed decision about whether to proceed. I would have been completely fine with that explanation. What I'm NOT fine with is asking multiple questions to clarify what a $179 visit would include, being told the technician would diagnose the problem, and then finding out that the actual diagnostic procedure is an entirely separate charge. To make matters worse, I was told the $179 dispatch fee could not be applied toward the $600 because that particular service was excluded. When I called back to explain the disconnect between what the representative and I had discussed and what was happening at my property, she was condescending and rude. Her response was essentially that she wasn't a plumber. Well, no kidding, Sherlock. I wasn't expecting her to be one. But I had clearly explained that the issue involved an underground pipe, and I had asked multiple times what the technician would actually be able to diagnose. Wouldn't that have been a good opportunity to say, "Just so you know, locating an underground leak may require additional diagnostic testing, which costs approximately $600"? Especially when I was going out of my way to ask these questions BEFORE agreeing to have them come out? The whole interaction felt incredibly misleading. After I very bluntly told the technician that he needed to check SOMETHING because there was absolutely no way I was paying $180 for someone to step on my grass, he finally investigated further and discovered that the problem was actually my irrigation system. We were able to shut it off and stop the leak. So, let me get this straight. I called about a suspected outside pipe leak, explained the situation, submitted pictures, asked multiple times what the technician would be able to diagnose, and was prepared to pay $179 for that service. Instead, I nearly paid $179 for someone to arrive, tell me that the next step would cost another $600 just to locate the leak, and potentially leave without even investigating the area. Meanwhile, the actual issue was my irrigation system. To be fair, the technician was very pleasant and accommodating, and I don't want to take that away from him. My frustration is primarily with how the company handles communication with customers. Having staff repeat a dispatch fee and a scripted explanation over and over without actually answering the questions being asked is a recipe for exactly this kind of experience. We're living in a time when families are feeling the cost of EVERYTHING. Businesses are feeling it too, I'm sure. That makes transparency and a little consideration even more important. People aren't questioning fees just to be difficult. They're trying to make informed decisions about where their money goes. Charge your fees. Charge what you need to charge to run your business. But be upfront about what those fees actually cover, what they don't cover, and what additional costs a customer might reasonably expect. I don't mind paying for someone's time, expertise, or work. I DO mind feeling like I was led to believe I was paying for a diagnosis when I was actually paying for a dispatch fee that would have gotten me nowhere. A little transparency could have saved everyone a lot of unnecessary frustration. And I could have saved myself the $179 and the experience of having to explain why someone should probably look at the problem before charging me to diagnose it. And here's another interesting piece of information: Thumbtack generated a summary of our phone conversation, and even that summary reflects the understanding I had coming out of the call. It states that the $179 dispatch fee included the technician diagnosing the issue on site, including determining whether digging or locating a line was necessary. It also states that the $179 would only be charged if I declined the repair work after receiving the on site estimate. Now, I understand this is an AI generated summary and not a word for word transcript, but it certainly reinforces why I believed the technician would actually investigate AND diagnose the problem during that initial visit. It wasn't an unreasonable assumption I pulled out of thin air. It's also why I was so frustrated when the technician arrived and immediately presented an additional $600 diagnostic procedure without first investigating the area.
A-1 American Services
- 79 hires
- Based in Virginia Beach, VA
- 40 years in business
- 16 employees
- Background checked
About A-1 American Services
A-1 American services both HVAC and Plumbing in the Hampton Roads area. We provide 24 hour service with licensed professionals.
Reviews
HIGHLY RECCOMEND!!! I contacted them to replace a tankless water heater. During the call, I was highly impressed with the technicians knowledge of tanks. He was able to match up the tank that would be the best fit to replace the old one without having to change any hoses and lines. He also earned my trust because I was qouted $10k dollars the day before from a techician because he said all lines needed to be changed and I had to pay for permits. Once they finished installing the tank they notice calcium build up in my kitchen faucet and they returned the next day and replaced the faucet free of charge. If your looking for a reliable trustworthy plumbing company I HIGHLY RECCOMEND A-1.
very professional, knowledgeable. Adam did an incredible job installing my tankless water heater
We had a same-day appointment with Adam to assess an issue with our pipes, and he was honest and to the point. He identified the problem right away, gave us a clear estimate without trying to upsell, and was upfront that the city needs to repair our water meter before any repairs can begin. He didn't try to push unnecessary work or pressure us into anything. He was knowledgeable and easy to talk to. We'll be calling him back once the city handles their part. Highly recommend.
A1 provided excellent customer service with quick response and answered all my questions. Thank you!
I appreciate the fast and excellent response
This was an emergency and they were able to accommodate by putting us on the schedule same day. Thank you!
Will was gentle and conscious about me knowing nothing at all of our new house, and he explained well all of the basics and resolve our problem! Thank you so much for your help in such a cold weather!!! Will hire them for sure!!!
Cannot say enough good things about this company. High quality of work, great value for the money and a professionalism above reproach. They will be my first choice when it comes to repair or maintenance.