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Freedom Plumbing

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Kenneth Greer Plumbing & Heating

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Openshaw Plumbing & Heating & Air in Front, New Freedom, PA | PlumbersNearby

I have needed Openshaw 3 times recently. I am very pleased with the cost of the repairs I needed. These guys do not overcharge and they know what they're doing.

Love these guys! Super responsive and reasonably priced. Highly recommend Openshaw.

I just had work done for the second time yesterday. Both times, I have had nothing but great things to say about Openshaw and have recommended them to neighbors. They are very professional and they communicate very clearly as to what is going on and what they will be doing. Just yesterday I woke up to no water in my home (well water) and they responded promptly and got the problem fixed in a quickly. I had no appointment but they squeezed me in. If you need any work done, I highly recommend Openshaw Plumbing. They are honest and good people.

I used Ken Greer plumbing for years and was very happy with the service.  However, when sold the business to Openshaw Plumbing, I had multiple issues with the billing.  It was very sporadic and I might not get the bill for a few months. For this reason, I was surprised to get a nasty call from the office saying my bill had not been paid and they were sending me to collections.  When I got the message, I called right away to inform them that I had not received the bill.  I also expressed my dissatisfaction to receive a call like that since I had been a customer for years.  The owner called me to apologize but the next time I called for sink problem, I was told I would need to give them my credit card ahead of time. It’s truly unfortunate that the billing person there has changed the excellent customer Service that used to be there.  She should be fired. They have lost me as a customer.

If I could give 10 stars I would. Customer service is fantastic. Technicians are amazing.  I worked with Tim today and he is so professional and friendly. We use them for everything. They are honest and will tell you the most cost effective way to get things done. Theu're rates are great and they will get the job done fast. They know what they are doing so a job may take two hours for others it takes half for them. Others take their time to get the job done because you are paying by the hour, Openshaw gets the job done right in half the time. I would highly reccomend.

Contractor here, DONT GIVE THEM YOUR CARD NUMBER ! This is NOT a normal business practice!

Used openshaw for a job, as my normal plumber was busy. And i had problems with these guys! Showed up 1.5hr late for a 7am appointment but they did call and say they were running late.
Completed work specified when they arrived, but had to run out multiple times for parts, which they charged me labor for. Meanwhile they never gave me a price for any of the work after asking multiple times. The response was "how can we give you a price when we are not done".

So once they completed the work, they automatically charged my card the next day, without me ever seeing a bill, or price quote, AND without my knowledge. Again i asked multiple times. After examining the bill, I received in the mail 2 days later, they over charged for all of the parts i paid them labor to run out a get. Charged $370 for a $225 toilet. And $268 for a $127.99 zone control valve. Remember, i paid them labor to run out, while on the job, to purchase these things. All of their other parts were double what i can buy them for. I cant imagine what they would charge for an actual nice toilet! $1000 for a nice toilet? I digress...

Also turns out i was actually over charged for parts I never received as they weren't itemized on the bill that showed up in the mail. They not so kindly refunded the over charge.

Lady on the phone assumes everyone is a dumb homeowner. Soon as the bill was questioned, i get the "you called us, the experts, how could you possibly know what things cost?" Well, even for a dumb homeowner there's something called the internet...For me, it was my job for over 20 years. And have a very well known portfolio.

There were other issues as well but i think i made my point.

My suggestion is, dont let them get your card number for their "new customer charge". NEVER PRE PAY!!! My mistake, I treated them as I would have treated my normal plumber. NEVER prepay for anything till you get a signed, detailed, quote/ estimate period!! Prepayment, or new customer charge, or whatever they want to call it, is NOT normal in this industry, no matter what someone says.

Bottom line, i dont have problems with companies making money. I DO have a problem with lack of transparency. I had to dig, and argue to get some of my money back for an overcharge, after having my intelligence questioned. Even after providing part sku numbers.  Their mark up on parts is crazy high. And youll pay 130hr for them to run out and purchase them. My card was charged without my knowledge,  without knowledge of parts used, and bill total, and without my consent.

If you want to provide good customer service and remain in business here are some things to consider.

1. Treat customers how you would want to be treated.
Don't charge their card without their permission, or explaining the final cost.

2. Don't assume customers know less than you do. Sometimes they know more. And are calling you because they themselves have too much work.

3. Assume every job you do will lead to another one from the same customer. People with big, high end paying jobs, will sometimes test your business on a smaller easy job first.

4. Listen to the customer. My biggest complaint was no information on parts being used, and what they were charging. And then charging my card without my consent, bill unseen.

5. Dont talk over the customer, if they are trying to explain why they are unhappy. LISTEN to them! If you wont let the customer explain why they are unhappy, because you constantly cut them off after two words, and talk over them, your business will not prosper.

This review is for people considering using this company, and any contractor. As well as for the company itself. Hopefully they will learn from their mistakes and fix the issues. You can google my google profile to see who i am. Im not a keyboard warrior, but a real person who demands better from  small businesses. Amazon is taking over for a reason. Small businesses are dying due to poor customer service and questionable business practices.

Openshaw Plumbing was accommodating when I had to switch appointment dates. Their staff is professional, and on time. They are mindful to keep my home clean & wore masks. The Openshaw plumber has explained what caused the problem & the steps needed to fix the problem. Bravo Openshaw Plumbing!

I had to call on a Sunday for a leaky washer and we were very pleased with the service. Nice men, professional and fast response. Definitely will  call again if needed. Highly recommend.  Spoke to Mrs. Upshaw and found her to be knowledgeable and nice as well.

Openshaw installed supply line for gas oven. Oven installer said that supply line was not correct. Openshaw returned, AT NO CHARGE, and fixed oven connection, which they had actually done correctly. They even made sure that the oven fit correctly against the wall.

I engaged Openshaw as I had thought I may need a new Water Heater (old one was leaking).  I had Openshaw come out and it turns out I only needed a pressure relief valve.  They did the job to my satisfaction- no problem.

Here's the problem...they came out and replaced my pressure relief valve. Clearly a straight forward job, about 10 minutes.  The job clearly should have only involved 1 plumber. According to Kerry, the minimum charge for 1 Openshaw plumber is $80. There was a helper present and I found out I was charged for him as well, another $35.

I wrote a letter to Openshaw and it was followed by a telephone call.  I was told it was up to the Plumber as to whether to charge for  a helper?  So folks, How many people does it take to screw in a light bulb, one to do it and one to watch??  Also Kerry at Openshaw told me I should be thankful because they "saved" me hundreds of dollars, in that I did not need a water heater.  What a stupid statement, I question this logic as I didn't need one why should I be thankful that they were not dishonest and put one in anyway?

I also was charged $80 upfront on my credit card (new customer).  Then, without even a phone call, I was charged the balance WITHOUT knowing what the additional charge would be.  This is a bad business practice that should at a minimum require a call to let you know what is even going to be charged additionally on your credit card. I even had to call to get them to send me my invoice.

Lost my business, plumber used bad judgement in  charging me for a helper that clearly was not needed (since according to Kerry it is the Plumbers decision), billing practices are suspect (they make sure to get your money before even telling you the cost), and customer service is terrible !

Openshaw Plumbing & Heating & Air
Front, New Freedom, PA

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