Expert Plumbing Heating & Electrical

After about 10 years my Rennai RL94i tankless water heater started to leak internally and of course at 1am. After about two hours of accessing the internals and diagnosis I determined the leak was coming from two separate locations. I decided it was best to replace than to fix. I personally installed this myself when i had time to do it. With my family not happy with the lack of hot water I need a solution quickly. This time I felt it was best to have a professional do it. I performed some research for a certified Rinnai certified pro. I found Expert Plumbing in Naperville. When I called at 8am I was greated by Becky and she was extremely friendly and I felt like she truly cared about my problem. I did speak with another lady whose name escapes me and she was equally as kind. I sent them detailed pictures and of what was already there and told them I wanted the newest Rinnai model with recirculating technology. It was the RSC199IN. They provided me with a detailed quote in a timely manner. While there was sticker shock it was worth every penny. Mark and Greg came to intall my new unit. They were super friendly and professional. They also put drop cloths everywhere to protect my flooring. They were here about 6 hours installing the unit. Their installation was incredibly clean and neat. I was super impressed with their work and professional installation. I would absolutely use them again. The best part is they are a pro certified Runnai shop and they registere your product and I will use them to service it annually as recommended. Need a tankless water heater? These are your people!

Expert Plumbing total charge was $1389.40 for simple circulating water pump relacement and warranty they gave me was only 1 year. The price for the same pump is $466.90 purchased at another store and without a plumbing discount. The other store also has a 3 year warranty on the pump. They never gave me a quote for this work and never explained why ? The charge of $923 for about 45 minutes labor is not reasonable. The lady on the phone told me that $1389.40 is very close to the total cost of the pump and the labor cost was minimal. She also told me that one plumber was working in the building all time to remove the old pump where the other plumber was looking to find the new pump which was totally not true. This company installed the original pump about 3 years ago and told me there is no more warranty on this pump. I have been servicing the pump by adding oil to lubricate the bearings but they said the pump bearing was dry. Very disappointed customer!

I contracted Expert Plumbing in 2014 for a replacement water heater. Kevin M. did a fantastic job. He was timely, professional, educated. I again contracted for a replacement furnace in May of 2017. Again, Marc P. and Eric H. stepped up to the task with outstanding workmanship, professionalism and customer courtesy.
Today, I had a followup appointment scheduled to investigate a rattling sound when the furnace started up. I assumed the problem was stemming from the new furnace, and wanted to curb the problem before it got worse. I was pleased to see Eric Holmes at my door this morning, exactly on scheduled time for arrival. He performed his analysis as a top-notch Tech, evaluating and checking all facets of the furnace, and then pin-pointed the vibration problem which was caused by two adjacent pipes. A one-of-a-kind problem? Possibly. But the experience and common sense of this qualified Technician only took a few minutes to uncover. My hat's off to Eric Holmes of Expert Plumbing Service.

Plumber, Phil, was excellent. I have nothing but praise for him. Prices on a Friday after 5, horrible! Sometimes, you gotta bite the bullet and pay ridiculous prices. However, $540 to clear a clogged drain is a gouging.

We have been using Expert Plumbing for a few years and they never let us down.

Shout out to Matt who is very knowledgeable, he fixed everything in a timely manner. Matt also gave me great advice for some future issue we can possible avoid.

Our apartment complex has contracted them. We needed an air conditioner. Chris and Greg were here, Chris did the inside work, very nice and knowledgeable young man, Greg did outside, he was very nice. They were very neat and clean on the job. A great job, friendly and knowledgeable

Expert Plumbing installed a tankless water heater for us and I can't praise their services enough. Not all plumbers are willing to install this relatively new and environmentally friendly technology. Expert did a great job and they were very willing to answer questions. Best of all, they cleaned up! I

Jim helped us unclog a drain. Jim has been here a couple of times for a couple of different things, and we would highly recommend him. He's professional, personable, on time (often early), and always takes the time to figure out the problem before presenting possible solutions. He also did a great job in cleaning up the work area afterwords. I hope we don't have to call a plumber again, but if we do, I hope it's always Jim.

Unfortunately, our experience with Expert Plumbing did not live up to the high reviews. We initially had them out to provide a service with a plumbing issue on July 13, 2022. We were repeatedly told by the technician that he recorded video of the issue with the pipes, his supervisor would review the video, and that we would be provided a copy of the video and receive a follow up phone call from his supervisor to go over the video and discuss the root issue/go over next advised steps. That never happened and the plumbing issue resurfaced on July 27, 2022 (less than two weeks later).

We called Expert Plumbing again on the 27th and explained that the issue had returned. At this time, we also asked why we had not received the quoted copy of our video and follow up phone call from a supervisor. We were told that the technicians would be back that same evening to address the issue and that someone would follow up with us regarding the video and phone call that we did not receive from the visit on 7/13. In fact, I spoke with the same person twice that day about this and was reassured both times that someone would get back to us.

Long story summarized, the technicians came out on July 27th and, for the first time, informed us that the camera "wasn't working" on July 13th; thus, there was no video. This was baffling because the technician said that the camera was not working on July 13th during the original visit...so, he actually came back the next morning with the camera to do the necessary recording and reiterated that we would get a call from his supervisor after he'd reviewed the video. It is clearly listed on our service agreement that a video was recorded and that we'd get the follow up call from the supervisor. Again, and I cannot stress this enough, at no point did anyone from management follow up with us to make us aware of the crucial detail that we would not be receiving the promised video - or just follow up in general like we were told that a supervisor would do. The company also kept the entirety of the money that we paid. This doesn't exactly seem fair or ethical considering that they did not honor the full quoted service agreement - which included the video and supervisor follow-up....and, again, didn't even bother to reach out to let us know that there would be no video or follow up from the supervisor.

During the visit on the 27th the technician, without provocation/us asking, assured us that the service provided on the 27th would be at no charge to us given the circumstances. He ended up completely reneging on this and charged us for the visit (including mention of us being charged for "overtime fees"...even though the technicians did not show up within the quoted timeframe, which was no fault of ours). Again, we were promised a video and follow up call from his supervisor. We actually asked him if we would please get his supervisor on the line right then and there. One of the technicians stepped outside and spoke to the supervisor, who, for whatever reason, refused to speak directly to us as requested. We were told to call the main office and ask to speak to the owner, Becky.

It should come as no surprise that we did not receive a video or follow up phone call from a supervisor for the service provided on 7/27. We've left two voice messages for management in addition to the two messages that we left with the person who answered the phone on 7/27 and the communication that the technicians had with the supervisor on 7/27 detailing our concerns. We also followed up with an email. That marks at least five attempts to try to speak to management to no avail. We respect that management is probably very busy and probably also is dealing with many things. However, the amount of energy and follow up needed on our end is a bit ridiculous at this point. Again, after reading all of the positive reviews, I am shocked and disappointed that this has been our experience. Hopefully, we are an unfortunate outlier; however, wanted to provide feedback to my fellow consumers all the same.

4/30/2020: Expert Plumbing came to the rescue once again. Had to call for a sump pump issue, and Chris came out and saved the day (and my basement!). They are always friendly on the phone, and even more so in person when they arrive. Chris was awesome - and took the time to answer all my questions as he took care of the issue. It's very reassuring to know help is only a phone call away. I give out Expert's number every chance I can. Thanks very much to Chris, Becky, and Paige, for taking care of my latest issue.

Update 4/15/2018: Had an issue with my hot water heater and Jim (and Justin) came to the rescue. Justin walked me through some quick tips Friday night over the phone, and Jim was out on Saturday morning to fix my hot water heater. Got everything taken care of within hours of me finding out about the problem. It's good to know help is only a phone call away, and they always come out right away and take care of any issue(s).
Thanks again. You just can't find better service than Expert Plumbing.

Update, 3/6/2018: Expert came back to take care of a sump pump replacement for me. Jim was great, and no matter how many questions I asked, he always answered in the most professional, courteous and most importantly, PATIENT manner. Becky was also fantastic (as usual) as I had called concerned that the weather might be a problem; She actually checked the weather and reassured me everything would go according to plan. Great service all around.

Expert Plumbing is the only place to call to have anything done to your home. I'd give them 10 stars if I could. Jim, Justin and Becky are all fantastic. Anyone they send out is awesome as well - it's probably a requirement for employment there... To say that they are professional is an understatement. They have rescued me from more jams than I can count at this point - and are scheduled to come back next week. They even once came back on an "emergency" basis to help me with some waterproofing that wasn't even part of the work I had requested!!!! Call Expert for anything you need for your home (plumbing, HAVC, electrical, etc.) -You'll be glad you did.