They had a very quick response time and were at our home looking at our toilet very quickly. Our toilet was running consistently, which was annoying but not a huge deal. We figured it was an easy fix. They came and said they had the wrong parts and would need to come back (fair) but in that process, made changes to our toilet that now required us to stick our hand in the back tank in order to manually flush it. They called us back a few days later and said the parts they needed didn't exist anymore and would need to replace the entire toilet. We said as we didn't own the condo, we didn't really want to make such a major change but they suggested we didn't really have a choice. They said they would call us back with pricing on a toilet. We didn't hear from them for a while, and when we called them back they said they had already purchased the toilet and were going to come install it in the next day or two. Generally wasn't a great process, and ended up spending quite a bit of money for something we could have just lived with. In hindsight, I wish we had just stuck with our higher quality (but somewhat noisy) previous toilet.
- Company Response
I'm sorry that you had a less than perfect experience. The initial repairs to make the toilet work were necessary due to water loss and being annoying. The parts that were required are made only by a specific supplier that deals only with home depot for that specific tower. Of course only by us doing our homework.
The initial service call was not billed to you, the removal and disposal was not billed to you. Because of the challenges, the only item you were charged for was the installation and even the toilet was discounted 50% for your troubles. There are certainly challenges in these times and we appreciate your patience, although nobody can work for free these days.