FAQs

 
FAQs Icon.png
 

Do you offer 24/7 emergency service?

Due to staffing changes since the beginning of the COVID-19 pandemic, we are not currently offering 24/7 on-call emergency services. However, if you are an existing customer with an emergency outside of office hours, use the e-mail address listed at the top of your invoice to send us an urgent message. We do not monitor the phone over the weekend but we do monitor e-mail, and will respond to you as soon as possible. 

Do you provide service on weekends?

No. We are available for appointments Monday through Friday. 

Are you open on holidays?

We are closed on the following holidays: New Year's Day, Labor Day, Independence Day, Memorial Day, Thanksgiving, Black Friday, and Christmas Day.   

Do you provide service in Washington?

No. We are licensed to work in Oregon, not Washington.

What is your hourly rate?

We do not charge by the hour. Each job has a flat rate that includes parts, labor, and warranty. Pricing is upfront and because we are a flat rate shop, the price won't go up if the job takes longer than expected.  

Do you offer free estimates?

In most cases, yes. Since we have flat rate pricing, we might be able to give you a rough estimate over the phone, but often we need to send a plumbing technician out to your home so we can give a more accurate quote. There are only a few exclusions listed in our Free Estimate Policy.

For how long is an estimate valid?

Estimates are valid for thirty days. 

Do you offer any discounts?

Yes. We offer discounts to active and prior service members of the military, first responders, and senior citizens, as well as special offers. Discounts must be applied prior to job completion.  Click here to learn more about our discounts and special offers. 

When do you collect payment?

For smaller jobs, we collect payment in full at the time the work is done. Larger jobs such as repipes require one-third down payment to begin, and the remaining payment is due upon completion of the job. Some exceptions apply. For example, out-of-state customers such as landlords or property managers are required to pay upfront. 

Do you accept credit cards?

Yes. We accept all major cards including American Express. A credit card fee may apply. 

Can we write you a check?

Yes. In fact, that is our preferred method of payment.  Post-dated checks will not be accepted. Returned checks are subject to a fee. 

Are there any financing options available?

Yes. We have partnered up with Hearth Financing to offer options that will meet your needs. Click here to learn more.

Can you just send me a bill?

No, we don't send out bills. You'll receive an invoice at the time of service and we also collect payment at that time.

Is there a call-out or dispatch fee?

There is no call-out fee during regular business hours within our service area. While we are happy to assess your plumbing needs and offer free estimates, it is our hope that customers intend to have work performed. In most cases, we come prepared to complete the job during our visit. 

Is there a fee if I have to cancel my appointment?

No, there is no fee for cancelling prior to our arrival. We really appreciate being given as much notice as possible so we can give your time slot to someone else. Failure to cancel prior to our arrival may result in a trip-fee. 

Why do we need to speak on the phone to schedule an appointment? Can't I just make an appointment on-line?

There are a couple reason why we have this policy. Plumbing issues range from fairly simple to very complex, and we usually have questions we need to ask so we can schedule you for enough time with the best technician for your job. These conversations are usually easier to have over the phone. The other reason, unfortunately, is to avoid scams. For the protection of our technicians, we will not send them to an address without first speaking over the phone with the customer. 

What are your health and safety protocols regarding COVID-19?

Our staff is trained on the newest guidelines as they are released by the state government and leading health organizations. For a detailed list of our protocols, click here.

Do you sell plumbing parts?

No. Our vans are stocked with the most commonly needed plumbing parts for service, repairs, and installation, but we do not sell parts without installation.

Why is hiring a plumber more expensive than hiring a handyman?

Hiring a plumber usually isn't cheap, and there is a lot of truth to the saying "you get what you pay for." When you hire a plumber in Oregon, you are hiring a professional who completed at least four years of trade school including hands-on training as an apprentice. They are experienced, educated, and highly skilled. Our prices are competitive and fair for the high quality of service we provide. See also "Why shouldn't I just hire a handyman." 

Why shouldn't I just hire a handyman for plumbing?

Handymen are a great choice for a variety of projects, but legally in Oregon, handymen cannot do plumbing. Plumbers are licensed, bonded, and insured, so if anything were to go wrong, the homeowner is protected. If a handyman accidentally floods your house, for example, you won't be covered by insurance, so any money you were your trying to save could end up costing you way more in the long run. 

Why should I hire a professional to install my appliances?

New appliances are not cheap. When buying a new appliance it can be really tempting to install it yourself or hire an unlicensed handyman to do the job for you. Doing so automatically voids most manufacturer warranties, and you are taking a huge risk that could cost you more money in the end. An improperly installed appliance can leak, causing major water damage to your home and costly repairs. Any appliance that connects to plumbing should always be installed by a plumbing professional. Give us a call if you need to have a refrigerator, dishwasher, or washing machine installed.