Plumbing services by Rollins Fire Sprinklers in Soquel, California

Very poor service and follow up. I've had several problems with the fire sprinkler system installed by Rollins in the house we built. The installation was fine but follow up service has been extremely disappointing. For the first problem which was minor they were going to fix it as a courtesy but the technician never showed up. Recently, we have had a more serious problem and it has been very frustrating trying to get their attention and help. I had to call 3 times to talk with Ron Rollins he never returned my messages and even while we were finally talking he was having a conversation with someone else and not giving me his full attention. His assistant who answers the phone couldn't keep straight the details I was telling her about the problem I need help with. Eventually, after I expressed my frustration, she hung up on me. It's as though they are happy to install but any follow up service is a nuisance to them. I'll be going elsewhere in the future.

Sue is so helpful and thorough!! Great customer service!

This company installed our fire sprinklers several years ago. Two sprinklers have failed due to defects. The first one was a tiny leak that we were able to catch before it became a huge problem. The second one happened last week while we were out of the country - fortunately a family member was staying in our home when gallons and gallons of water suddenly came gushing out of the ceiling. When we contacted Rollins to tell them of the emergency that was happening in our home this happened on a Friday Sue told us that there as no one available to help us that day. We would have been able to accept that - a neighbor had shut off the water, and it would be inconvenient for the family member staying at the house - but it would have been OK for the weekend if someone would be able to come first thing Monday morning. But then Sue told us that NO ONE WAS AVAILABLE FOR AT LEAST A WEEK. Seriously. They have installed a defective fire sprinkler that has already caused extensive damage, but they can't find someone to come IN AN EMERGENCY?? When we told Sue that we needed help right away, she told us to find another service, because she couldn't do anything for us. Absolutely the worst customer service experience we have had in years.. Do not use this company!