Questions
The questions people ask us on the phone.
If yours isn't here, call or put it in a request. A plumber will answer it, not a script.
Prices and visits
Do you charge to come out and look?
Yes: a $119 service call on weekdays. It covers travel and the first half hour, and it's credited toward the work if you go ahead. If you decide not to, that's all you pay.
Will I know the price before you start?
Always. The plumber gives you a fixed price in writing once they've found the cause. Nothing changes unless you agree to it, for example if we open a wall and find a second problem.
How soon can you come?
Weekday visits are usually within one or two working days, with a two-hour arrival window. Leaks and no-heat calls go to the front of the line.
How do I pay?
Debit, credit card or e-transfer when the work is done. For renovation work, we take a deposit at rough-in and the balance after the finish visit.
Emergencies
Is the emergency line really answered at night?
Yes. One of the family or a senior plumber carries the phone every night. If it's safe to wait until morning, we'll say so and you'll pay daytime rates.
What does an after-hours call cost?
A $225 call-out that includes the first hour on site, then $165 an hour. Parts are extra and we'll tell you the price before using them. See the emergency page for what to do first.
I smell gas. Should I call you?
Not first. Leave the house, don't switch anything on or off, and call Enbridge Gas's emergency number from outside. Once they've made it safe, call us for the repair.
Water heaters and heating
Should I repair or replace my water heater?
A tank leaking from the body has to be replaced. A thermostat, igniter or valve on a tank under eight years old is usually worth repairing. Past ten years, we'll show you the numbers and let you decide.
My water heater is rented. Can you still replace it?
Yes. Arrange the return or buy-out with the rental company first; we disconnect the old tank and leave it ready for their pickup. More on our water heater page.
Do you install furnaces or gas fireplaces?
No. Forced-air furnaces, air conditioning and gas fireplaces are referred to a partner HVAC company we trust. We do boilers and hot-water heating systems.
How often should a boiler be serviced?
Once a year, ideally in late summer before the first cold night. It catches small faults early and keeps the manufacturer's warranty valid.
Renovations
Do you pull the plumbing permit?
Yes, for any work that needs one. We book the inspection and meet the inspector on site.
Can you work with my contractor?
Most of our renovation work is alongside a general contractor. We agree dates with them and keep you copied on the price.
Do you supply fixtures?
We can, at our cost plus a modest handling fee, but most clients choose their own. We'll tell you if a fixture won't suit your water pressure or layout before you buy it.
Still wondering?