Pride Plumbing of Rochester
reviews and complaints

My husband and I are very pleased with the recent service provided by Pride Plumbing. Everything went smoothly and efficiently from the time we first called Pride to the time the work was competed. The office staff person was very attentive to our need for service for an old leaking hot water heater. Within hours, Nick arrived at our home, evaluated the leaking unit, provided an estimate for the purchase and installation of a new unit and took time to clearly explain the options for new units, including the new energy efficient heaters. He answered all our questions that allowed us to make an informed selection; there was no pressure to purchase a more expensive unit. He noted and applied the Pride coupons available that reduced the overall cost. Kory and Brandin installed our new heater. They arrived at the appointed time and were courteous, efficient and knowledgeable. They took time to explain the water heater settings and maintenance points and made sure that all our questions were answered before they left. They removed the old unit and left the work area neat and clean, We enthusiastically recommend Pride Plumbing! Excellent service, highly professional, and great attention to detail.

Pride Plumbing of Rochester was prompt and friendly and helpful in calling, making appointments, and so forth. I needed them to open a nasty clogged kitchen drain and to do some fixture repair and maintenance. My appointment time was made easily and was convenient and timely. The Pride technician, Nick Anderson, sent a text notifying me of arrival and was right on time. Nick was courteous, masked-up, friendly, respectful, and skilled, he diagnosed the problems quickly, coming up with solutions and estimates that were fair and reasonable. The plumbing work was done in a professional manner with no drama at all and in a very reasonable time frame. The work area was left in a clean-and-neat condition, just perfect. All of the work was completed in a professional manner and Nick kept me informed about what he was doing. All in all, an excellent job by Pride and Nick Anderson, I will be certain to remain a customer of Pride Plumbing for my future needs. I already recommended the company to two friends in need of plumbing work. I highly recommend Pride for (1) excellent customer service; (2) fair and reasonable prices, and (3) skilled plumbing work. Oh, yes, and for peace of mind about the plumbing!

I had a watermark on my ceiling after I had heard a dripping noise while shower running. Pride Plumbing came out and after running the sink and bath faucets said they would need to cut the ceiling out and charge me $200 to do it and then another 150ish to determine where the water was coming from. I agreed because I figured.. what else am I going to do at this point. Upon running upstairs to turn the shower on for him (AFTER he had tried both the sink and bath faucets), I traced the water leaking from the base of my shower head to the wall to behind the wall plate.. that did not have a proper seal around it. An issue I should have noticed before calling and could have easily remedied myself, however I feel he should have noticed it before cutting open the ceiling. I also asked for a quote for a bathroom faucet install that I had previously purchased that was $377 so I said I'd do that myself. I ended up out $375 dollars and left with a hole in my ceiling I need to repair when I could have just tightened my shower head, and caulked up the wall plate. You would think after all was said and done considering the situation and what I was paying he would have at least offered to go ahead an install the faucet for me.

I called Pride Plumbing (I received a postcard from them in the mail) for some work that needed to be done at my daughter's house. I am so glad that I did! I had specifically asked for a plumber who not only knew how to work with old house plumbing (the house was built in 1890) but also a plumber who had a lot of experience (Steve has over 40 years!). Steve C came out and took care of both jobs that needed to be done. She had a slow running toilet and come to find out the culprit was roots in the sewer line. Steve found the problem and explained thoroughly what was going on and quoted me a price prior to doing any work. He was efficient, professional, highly skilled and extremely thorough in doing the job. The other issue was under the kitchen sink was not plumbed correctly (it was a mess!). Steve took out all the existing plumbing and did a much more efficient job which should no longer give her problems. When both jobs were completed, which he did right then since he had all the supplies he needed with him, Steve went over everything he did with both photos and by personally showing us. Pride Plumbing was a joy to work with from ease of scheduling the appointment, constant communication with reminders about the upcoming appointment, calling prior to showing up and a tech who went well above and beyond my expectations. I now have a "go to" plumber in Steve C and I wouldn't think of calling anyone else for any plumbing issues.

Pride recently completed several projects for us. I am combining my comments. First, the central office. They accommodated some specific scheduling requests. They communicated well overall although there were a few days at the end of August when someone was out, maybe the head scheduler, during which communication fell apart. Now individuals: Overall everyone was knowledgeable, communicative, punctual, diligent, accurate and neat. David took a little extra time after an unrelated job to give an estimate on some other work. James did meticulous work. He had a good sense of the overall project, explained his rationale for making certain choices about the work, and told me what decisions and materials he needed from me so that the work would continue uninterrupted. He was able to adapt to limitations imposed by the existing plumbing and construction. Brandin worked along with James on much of the work. He also was knowledgeable and diligent. Steve was methodical and meticulous in his work. He gave me advice and provided pictures of his work for the town inspection, which proceeded without a hitch because of his efforts. David came to repair a problem with the recently finished work. He explained what had happened and repaired the problem with no difficulty. He oversaw Ethan, an apprentice working with him, continually. Ethan, an apprentice working with David, worked diligently and effectively to fix the problem and explained what steps he took to avoid recurrence of the problem. Again, overall a great team.

I have used Pride Plumbing in the past and was very pleased with the company. I had a water leakage detected by the water authority happening in my house. I found out that my master bathroom hot water faucet was leaking. I called Pride Plumbing and they came out the next day. I loved when the plumber call ahead of time and told me when and who was coming to my house. To tell you the truth, I was very skeptical about having anyone in my house during Covid - 19 but before entering my house, he was dressed according to the CDC guidelines for Covid. This made me a little less skeptical. Nick A. was my plumber and when he came in I had told him what needed fixing. He went into the kitchen and master bathroom to get a pricing of what it was going to cost. I was told ahead of time about the cost and was told about some of the problems that he could foresee. I was never in the "dark" or surprised about problems that arose. Nick A. explained everything as he went along and how he was going to solve the problem. Nick A. replaced my master bathroom faucet, put in shut off valves to both hot and cold water lines, replaced my kitchen faucet and replaced my disposal. Nick A. was very polite, had great mannerisms and was a very clean plumber. I didn't have to clean up after him. :) I would recommend Pride Plumbing to all of my friends and family. I even told Nick A. that as soon as I am ready to work on my other 2 bathrooms, I will call and request him back to do the work. Thanks Nick A. you deserve a raise and Pride Plumbing should be honored to have you work for them. Pride Plumbing of Rochester.

In the past I have given a rave review for Sam. But today I must give a review that is not good for Devinn, but more really for the company. I called for a blocked sewer line and was given a time between 12 and 3 for an appt. He called a little before 3 and was there shortly after. He worked for about an hour or so and showed me a couple of wipes he found in the line and said he also found a few roots. He was very personable and I liked him. I was sure my problem was solved, But one week later I had the same problem back again but even worse. I had paid $540 for the work but had not chosen to pay $60 extra for a 30 day warranty. If you do work with Pride, I would advise you to take it. But I was later told that the warranty wouldn't have held up anyway because wipes were found. So the most they could do for me was forgive the $50 charge to come out again and diagnose the problem and maybe use a camera which they and I do not know if he used the first time. They couldn't reach him to ask. I have used their company 3 times recently and was wanting to continue but that is a lot of money and I did not want to start over from scratch. You have to commit to a price up front and I was too afraid of it happening again. So I hired someone else who was more reasonable and used a camera for free. They found a lot more roots which were not found the first time and no wipes. I know I did not choose the extra $60 dollars for warranty but after being a good customer I am of a generation who believes in standing behind your work. I feel that the visit from Pride this time was a waste of my time and money. And I was left with a nasty cleanup job as well.

I cannot say enough about the skill and professionalism I experienced from Pride Plumbing. My house has a small crawl space, not a basement, and I was experiencing an unpleasant smell in the house that I suspected was coming from there. James spent a long time on his hands and knees, exploring every nook and cranny of that tiny crawl space which is as lengthy as the entire footprint of the house. Yet the furnace is down there (lying horizontal), all of its piping and all of the plumbing piping which James had to navigate around. James eventually found the problem - a large crack in a piece of iron pipe that was wayyyy back in a remote corner of the crawl space. It was so far from the door leading to the crawl space that he was unable to hear me when I was shouting to check in on him from the doorway. He showed me many photos of the pipe and surrounding area and devised a plan for diverting the waste in another manner, bypassing that broken pipe. (Any other plan would have required equipment that never would have fit in the crawl space.) I think many others would have given up on finding the problem well before James' persistence paid off. A few days later, James returned with Zack to execute the plan. They worked all day in that tiny space and completed the diversion - perfectly. The dirt and spiderwebs all over their clothes and hair is a testimony to their dedication to do the job right under very trying conditions. Yet, they never complained at all - keeping a very pleasant, upbeat and professional disposition at all times. James and Zach have won my business for Pride from now on! I will tell everyone I know that this is the company to trust with plumbing issues, even really tough and mysterious ones like mine was.

We had been Pride Plumbing customers since 2014. In 2017 we purchased one of their service contracts that covered annual inspections of the entire water supply system. Late 2017, we had an emergency flooding of our finished basement. Never identified what exactly happened with existing sump pump system, but to be safe we hired Pride to replace the entire system - the pump and all the connections. It cost us $774. Pride has been back several times since 2017- to do work and to "inspect" the water system. Weeks ago, we called Pride to install a new hot water tank. The technician - a senior technician checked out the water connections before installing the tank. He told us that the sump pump connections were in violation of Code. There should been a double check valve backflow preventer installed with the sump pump. He quoted over $700 to bring the system into compliance. The Code was passed in 2008. Pride installed the sump pump and all connections in 2017. Pride on their own inspection form from the service contract marked that everything with the sump pump and piping system were inspected and ok. We called Pride immediately - they did the work - and it was not up to Code. We were loyal customers and at the minimum expected them to fix their errors without charging us labor. Yes, we agreed that we should pay for the valve - since we would have had to pay for the valve if Pride had done the work correctly in 2017. Manager said no. About a week later, the Water Authority comes to our door to install the new water meters that can be read from the road. Immediately cited us for the lack of the required valve and gave us 30 days to get it fixed, re-inspected by the Water Authority and the necessary paperwork filed with the Health Department. The Water Authority rep explained what we had to do to be in compliance - in fact, he gave us the name of the required part, the model number and told us that at most - a plumber should charge us around $400 - for the parts and labor. Called Pride again. Talked with the manager. He "checked" higher up the ranks and called us back to say that they would do the valve intallation for $704. No credit for labor. No credit for the part. No acknowledgment of their technician's error in 2017. That technician didn't apparently work out so well for them; he was fired. We did find a plumber who responded immediately, explained every step, form, etc. that we would need to satisfy the Water Authority and the county Health Dept. He installed the part in less than an hour. Total cost, part and labor $426. We will never use Pride again. No recognition for our years as a loyal customer. No standing behind their work - even though they admitted all the way up the chain of command that their technician made the error in 2017. What would it have cost Pride to fix the problem: if we agreed to pay for the part- their cost would be one hour of labor!

Four thumbs up from both my wife and me for Pride Plumbing and their plumbing technicians, DAVID V and JAMES, who did a truly great job fixing a major headache/growing problem in our 1950's house. Our house has back-to-back bathrooms on the main floor with sinks, toilets, and showers/baths, all of which drained into an old 6-inch segmented pipe running along the ceiling of our unfinished basement. I say “segmented" because the old pipe alternated between cast iron joints/fittings and segments of old galvanized pipe. It was a great setup back in the day (and I grew up in this house), but back then, nobody knew how much the galvanized pipe was going to corrode on the inside and eventually end up creating dams and blockages and just plain narrowing the space available for water to move along and go down the drain! For a few years now, it's not been uncommon for us to use a generous amount of drain cleaner on the two sinks and the galvanized drain pipe they share inside the wall. You can't use drain cleaner on toilets, of course, so the net result there was that every time we flushed, we ended up hearing loud dripping noises coming from somewhere near the base of the toilet. In the beginning, before we understood that it was the pipes that were the problem, we thought our toilet was defective. And given that the bathroom was adjacent to our bedroom, this noise was particularly annoying when trying to go to sleep. After years of putting up with this, we finally decided to have things taken care of by getting as much of the problem pipes replaced as we could. We looked online, initially at another plumbing firm, but then noticed the reviews for Pride Plumbing on Yelp.com. Not only were there a lot of them, but also, they were nearly all positive, and every single one had a personal response from Pride Plumbing's owner, ROSS M. Being an old techie who's read a lot of reviews on other sites, we found this to be particularly impressive. So we gave Pride a call and learned while on the phone with URSULA (who was SUPER HELPFUL AND GREAT!) that it was only $49 to have someone from Pride come out and give us a price for the work, and that if we actually went ahead with the work, that $49 fee would be waived. I quickly made an appointment for a Friday $49 visit. Pride Plumbing sent out their Senior Plumbing Technician, DAVID, a young man who has 16 years of experience in the business. He spent an hour with me listening to what I thought the problem was and answering all my questions. I was particularly concerned about the proximity of a large gas line to the pipes in question. He reassured me that our problems were fixable and that the pipes could safely be taken out and replaced. While with us, he proposed a project scope of work and provided an up-front price, informing me that this was a start-to-finish price, all inclusive, and that the work would take a full day to complete, with two plumbers present. He also described all the steps that would be taken to isolate their work from the rest of the basement (e.g., tarps, plastic curtains, etc.). And of course, we were reassured on our concerns about COVID by learning what multiple steps they and Pride Plumbing take on a daily basis to keep themselves and their customers safe. So we went ahead and scheduled the work to be done on the following Tuesday. On Tuesday, both DAVID and JAMES arrived, each in their own truck, and they carefully parked in our driveway, making sure that I could make a quick trip out in the morning without being blocked in. Upon entering, they started by introducing themselves. Then DAVID showed JAMES the lay of the land, and they laid down tarps in our entryway to help keep our home clean as they set up their work space downstairs. By noon, they had lifted our two toilets and removed all of the big heavy pipe in question. All of the old 1950's pipe got replaced with PVC, except for that one galvanized drain pipe behind the wall that was shared by the two sinks. Thankfully, DAVID was able to scrape out the inside of that pipe, including a dam that was partially blocking drainage coming from the sinks. Later in the day, around 5:30pm, everything was done, and the toilets were reset with new flanges and sealant rings. I will add here a small but important detail: the original installation of one of our toilets has always looked just minutely, but slightly off, in terms of it being seated perpendicular to the wall. It doesn't looks that way anymore! It's perfect! DAVID and JAMES evidently have an eye for doing their work to perfection, and since I am a guy who notices that sort of performance, I want to commend them for that here. Sure, "Pride" is the name of their business, but I can say that the care and pride that these two men took with respect to both their work and their customers (i.e., us!) was REAL, and I have nothing but praise to offer on their behalf. DAVID even told me to be careful not to clean the floor around the toilets until a bit later so that the sealant they had placed around the bases of our two toilets would have time to dry. DAVID and JAMES were polite and communicative throughout the entire project, and since I sat within listening distance, it was clear that they worked well together. I'm sorry if I am piling on the praise, but please know they left their work areas spotless and then spent an extra half-hour with me at my request AFTER the project was already finished and paid for, helping me to understand ANOTHER potential problem that I had questions about and what kind of solutions there were. We will definitely call Pride Plumbing about taking care of those projects as soon as we can. I will finish this review by simply saying that the entire Pride Plumbing organization impressed me a lot, from start to finish, even right down to the email reminders regarding appointment times and the fact that those emails include a name and photo to let customers know which plumber is coming out and what he looks like. These people bring an overall air of professionalism to the entire experience, and there is an obvious concern for detail and doing things right. ROSS M. �" Having not met you, I will just take the liberty of adding that I think you must be an enlightened owner/manager. It is very clear to this customer that you are doing something very right with your people and your organization, and I hope you are able to keep it going, cuz your company and its people are a valuable asset to the Rochester area.