George Morlan Plumbing

I always go to George Morlan first. Came in today looking for a fairly old Sterling part. The extremely helpful rep behind the counter searched and searched and used an old book and finally found what I needed. He didn't have it in stock and wasn't exactly sure how long it would take to have it delivered to them: when I found it online in stock somewhere he told me that I should order that right away so that I wasn't waiting a long time wondering where my parts would be. Knowledgeable, friendly, helpful: this is why I always go to George Morlan first.

We did not have a good experience with George Morlan. We have a tankless heater and it's starting to repeatedly shutting down after ~5mins. A technician was sent out, he did checks and contacted the manufacturer tech support, mentioned there's nothing abnormal (no error code) he could find, charged us $350, and assessed that there's probably build-up inside the heat-exchanger tubes and needing chemical flushing, which will be a separate service call and charges.

Before we schedule the 2nd visit (I had doubts of his assessment), we took a look at the controller and noticed there's indeed an error code! (And a simple google search pointed us to a flame ignition problem) Then it only took us an hour to learn and fix the issue. I believe in the integrity of the business practice, but our experience made us wonder if the technician had even bothered to reproduce the problem (and if he wasn't able to, why wasn't it mentioned?).

In addition, how did he arrive at the conclusion of buildup in the heat exchanger? (I'm a chemical engineer by training and have worked in industrial setting. The symptoms just did not match up - a feedback I had shared with the technician.) After, I called and provided the follow-up to George Morlan. They were defensive at first and when I told the guy I was just providing the feedback and not expecting anything, he started to become more receptive and agreed to investigate. Overall, I'd like to think they are a trustworthy business and our bad experience could be influenced by some other factors. But we will not recommend them if you have a tankless heater.

True experts! We have a super challenging water heater location - utility room with a sloped ceiling, max height is 4.5' - water unit is build into the ceiling. We were terrified that we'd find no one to replace our water heater when it went out. On initial phone call, the technician took down all of our space challenges - from small access door, to minimal standing height, space available around the actual unit, etc. - and mapped out a solution. Two engineers arrived the next day and smoothly installed a new unit - no stress or challenges involved. They were excellent, and I can't recommend them enough!

I have called (and visited) multiple times to get some sort of status on our order. The staff has has consistently taken the path of least resistance. When I called, the staff member sounded put out. Said he would call me with a status, never did. At our last store visit, we wanted information on a 3000 dollar toilet we are interested in. The salesman acted like he was too busy to talk with us (with an attitude, of course). It's a long drive to get such shoddy customer service. Terribly disappointed.

Very disappointing, multiple experiences over past 1.5 yrs. Promises made repeatedly, varying from paperwork to actual water heater availability. A different story and promises made by multiple people in the organization who then would not have any records or supporting documentation for the next conversation. Quotes for work a good 20% over what I received from a plumber on top of everything else. I was a happy customer from years ago, that has now drastically changed. With one exception: April in their office is great, personable, follows through on promises.

Cody installed our new water heater. He was on time, very professional, clearly answered my questions, and left our utility room in great condition.

I cannot recommend this business enough! I'm not very handy around my home and definitely terrible with plumbing issues. I walked in yesterday after trying and getting no help from one of the big Corp spots a week ago and literally the service rep Jason went above and beyond to help me. He was able to fix the part I thought I needed to replace rather than try to up sell me. He took a long time making sure it was right too. I have complete trust in this company now and will never go anywhere else for my plumbing needs. Awesome staff and service.

I was very disappointed with my service call for $199. The young gentleman had almost no insight into my problem. For an installer for the supposed "Water heater king" his answers were was I never seen one of these water tanks or i do not know I am not an electrician. Was told everything looks good and I wired it up right. That will be $199. I suggest Waiting for a real water heater specialist.

One who has plumbing and electrical skills database to come out to diagnose your water heater issues. One that doesn't leave you in the same situation you were in, minus 200 bucks of course and having to reopen covers as he didnt even put the foam insulation back in to cover wires.

I called George Morlan and a woman answered. She asked me several questions(make, model, how old). I explained that my water in my water heater wasn't heating. That I tried to follow the instructions to ignite the flame. I explained that I followed the instructions but since I hadn't done it before I felt uncertain. There was no flame and perhaps it was the igniter switch.

She told me I should get a new one. I explained I wanted to have somebody take a look at it first. She told me a service call would cost around $200.00. I told her that was fine. She asked me if I wanted to have somebody come out to just tell me I need a new water heater for $200. I told her I'd feel better knowing what was wrong. She then told me that she would not send somebody.

I reminded her she just told me what a service call would cost $200.00. She said she didn't care and that she can refuse service to me if she wanted to. It seemed obvious to me that my initial business didn't have enough promise(in the way of dollars). At minimum she was absolutely not interested in helping me. And when I made my understanding clear to her she agreed. I will never buy or use their service. And I will share this story with anyone who brings up there name.

These guys are great. I love my local Ace Hardware but sometimes they cannot get the plumbing parts I need. When that happens I see threse guys amd know they will have the part Im looking for in stock and with great advice. Thank you.