John K

Albert Ganzemuller

We were taken advantage of from a Jacksonville company when we needed help. DO NOT use this company for any plumbing, cooling or heating needs even if it’s an emergency. Please read the following: We called FENWICK for assistance with our HVAC. During a recent cold snap our HVAC system froze and required immediate attention. A technician arrived and said he couldn’t work on the system until it was defrosted. If it wasn’t frosted that night, he wasn’t sure when he or any other associate could return. He said it would cost $188.00 to defrost the system. For over an hour the associate and I, in freezing temperatures, late in the evening, using hot water from our bathroom tub and our buckets, defrosted the unit. He diagnosed the problem and said we needed a Heat Pump Defroster Sensor. (part number: HH18HA279). The part had to be ordered and would take 5 to 7 days and the part would cost $441.00. Installation could take another 5 to 7 days. FENWICK charged us $89.00 for the service visit and $188.00 to defrost the unit. The part was installed about a week later. While waiting for the part I went to their web site and found that 3 coupons were available but were not offered. We asked the technician why he didn’t offer the coupons to which he replied “that’s up to you”. I took a photo of the part number and found that the part was sold by FACTORY AUTHORIZED PARTS. I found the part on-line for $31.00 and that it was available from Amazon and could be delivered free the next day. The final cost was $490.00 for the installation of a $31.00 part. After questioning the cost, FENWICK offered to waive the $89.00 service fee and offered to honor the coupons we found on-line from their web site. Our final cost was $530.00 ($342.00 plus $188.00) for the service call. Caveat Emptor!

J S

My gas water heater stopped working. Frank was my technician. He was very prompt, very professional and very nice. He had to replace some electrical parts inside the water heater. The job was completed within an hour and we have hot water again. Thank you so much, Frank. 2nd review for Fenwick Plumbing. Google doesn’t allow two reviews for the same company so I’m adding a second review. My gas water heater broke again a few months after Frank fixed it. It wasn’t Franks fault it was the water heater itself. It broke on a Saturday night and Justin from Fenwick was at my house first thing Sunday morning. He got it running again and I wasn’t charged anything, but the next day it went out again. I called Fenwick back. The next morning Cody and his partner (Kody with a K) came out. Cody told me what could possibly be causing the pilot to keep going out and I decided I was done with the gas heater and wanted a new electric one. Cody explained everything to me and spent time giving me different options. I decided to get the new water heater that day. Cody did a phenomenal job. He disconnected the gas water heater, capped the gas line and drained and removed the water heater. A brand new electric water heater was at my house an hour later. Cody made sure my electrical was correct for the new water heater and then installed it. When he was finished he double checked everything and cleaned the area so that it was spotless. When he gave me the bill he had taken off what I was charged when Fenwick initially came out a few months prior for the original repair of the gas heater. I plan to change out my gas range next and I am going to ask for Cody. He’s a specialist when it comes to gas, he’s very knowledgeable and he’s very nice. I’m very comfortable with him working on my house.

Angelika Krotzer

The technician was on time, professional, and diagnosed the problem immediately. It was fixed within about 30 min. Thanks for a job well done and for coming out on Saturday!

JSD

The technician was very personable. He spent the time to explain what neede to be repaired and how it would be done.