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FAQ
Answered honestly.
Common questions about pricing, scheduling, materials, and emergencies. If you don't see what you need, call us — we always pick up during business hours.
Booking & pricing
Do you charge to come out and give an estimate?
No. Estimates are 100% free, in-home, with no obligation. Our service-call diagnostic fee is $89, but it's automatically waived if you go ahead with the repair the same day.
How quickly can you get to me?
Most weekdays we can be at your house the same day. New installations (water heaters, repipes, remodels) usually book 3–7 days out. For active leaks, no hot water, or sewer backups — call us, we run 24/7 emergency dispatch.
How is your pricing structured?
Flat-rate, in writing, before the work starts. You'll never get hit with hourly billing on a job that turns out to be more complicated than expected — that's our problem to solve, not yours. Change orders only with your written approval.
Do you accept credit cards?
Yes — Visa, Mastercard, Amex, and Discover. We also accept check, ACH, and Apple Pay / Google Pay on site. Financing available through Wisetack for jobs over $1,500 (12 / 24 / 36 month terms, soft credit check).
Materials & methods
Copper or PEX — which is better?
Both work. For exposed runs, mechanical rooms, and water-heater connections we prefer Type L copper because it lasts 50+ years and looks clean. For in-wall residential runs we use Uponor PEX-A — it's faster to install, freeze-resistant, and has a 25-year manufacturer warranty.
Do you do trenchless sewer replacement?
Yes — pipe-bursting for full replacement, CIPP (cured-in-place pipe) lining for repair where the host pipe is sound. We video-scope every sewer line before recommending either, so you can see exactly what's down there.
Tankless or tank water heater?
Tankless if you regularly run out of hot water, have a large home, or want endless hot water (and don't mind a higher upfront cost). Tank is cheaper to install and just as good for most homes. Hybrid heat-pump tanks are great if you're going electric — qualify for federal tax credits too.
Permits & warranty
Do you pull permits?
Yes — we pull every permit required by Durham, Wake County, Orange County, or wherever the job is. We schedule rough and final inspections, and we meet the inspector on site. Permit fees are passed through at cost.
What's your warranty?
1-year workmanship warranty on all labor and 2 years on repipes. Manufacturer warranties run concurrently — for example, Bradford White water heaters carry a 6-year tank warranty, Rinnai tankless 12 years. Full warranty terms →
Are you licensed and insured?
Yes — NC Plumbing Contractor License #P-08821 (P-I unlimited), $2M general liability with Hanover Insurance, full workers' comp through Builders Mutual, and a $25,000 surety bond. We'll email a Certificate of Insurance on request before any job.
Emergencies
What counts as a plumbing emergency?
Burst pipe, active leak you can't stop, sewer backup into the house, no water in the whole house, or a water heater leaking onto the floor. Call (919) 555-8821 — don't email. After-hours rate is $245 trip + $185/hr labor.
What should I do while waiting for you to arrive?
Find the main water shut-off and turn it off. It's usually at the meter at the curb (the city box, requires a meter key) or inside the house near the front foundation wall or in the basement. Turn the valve handle 90° clockwise. If you can't find it, call us — we'll walk you through it on the phone.
My water heater is leaking — what do I do?
Turn off the gas (or electric breaker for electric models), then turn off the water supply to the heater (the cold-side valve on top). Don't try to drain it yourself — we'll handle that. Call us, and we'll usually have a new unit installed same day.
Still got questions?