Business ProfileforDavid M. Murphy, Plumbing, Heating & Gas Fitting

I had an absolutely terrible experience with David M Murphy Plumbing, **************************** Fitting, **** I had a heating system and hot water heater installed by them in May 2022, and the entire system costed over $14,000. While the initial installation appeared to be done well, the nightmare began when issues arose in October 2023.Firstly, the company failed to arrange for a town inspection of the work, and it was only after I received a call from them that I realized it was needed. I prepared my basement for the inspection, but what I found was even more alarming - the hot water heater was leaking. Naturally, I contacted David M Murphy Plumbing to report the problem.They sent a plumber who immediately claimed the water heater was defective and needed to be replaced. Here's where it gets worse: I was informed that I would be responsible for the labor cost of installing the new water heater. This was outrageous to me, especially considering that the water heater was only 17 months old and should have been under warranty.When I inquired about the hourly rate for the labor, I was quoted $175. The plumber completed the installation in just an hour and a half, yet the bill I received was a whopping $475 for labor costs. When I questioned this discrepancy, I contacted the owner of the company. To my dismay, he responded with aggressive and disrespectful behavior, raising his voice and arguing with me. He refused to acknowledge the initially quoted hourly rate and insisted that I should pay for transportation costs associated with the water heater replacement. I suggested that they should pursue the manufacturer of the water heater, given that it had failed within such a short time, but he outright dismissed my request. The level of unprofessionalism, the lack of transparency, and the abhorrent customer service I experienced was utterly unacceptable. I would strongly advise against using their services, as my experience with them has been nothing short of a nightmare.

We are sorry you feel this way about our service. Throughout the entire process, our technicians and office staff were fully transparent with you about the defects in the water heater as well as what the warranty process would entail. Our quote was kept as minimalistic as possible, at your request, and we tailored the labor process to ensure that quote would be met. $175/hr per technician is our standard quote for a time and materials job, and  travel time both to a residence and a supply house for materials, especially warranty materials, is always factored into the bill. Our office staff made it clear that labor costs are rarely, if ever, covered by a manufacturer during a warranty replacement, and the warranty on our work expires one year after installation. No work was done without your approval of both the process and explanation of the reasoning behind it.