The service-repair side of the firm is the Tuesday-afternoon call: a leak under a sink, a water-heater that has reached its end, a toilet shutoff that will not close, a hose-bib that froze and split over the winter. We run service-repair on a separate dispatch from new-construction and whole-home repipe work, because the timing requirements are different and the truck inventory is different.
Service dispatch is staffed Monday through Saturday, 7:30 AM to 6:00 PM. Margaret Sandoval, our dispatcher since 1998, runs the board personally during weekday hours; two senior dispatchers cover the Saturday rotation. Twenty-two minutes is our 2024 dispatch average inside Greenwich, Cos Cob, Old Greenwich, Riverside, and lower Westchester for calls placed before 4:00 PM.
The trucks carry the standard service inventory — shutoffs, fittings, common cartridges, water-heater igniters, sump pumps. Master plumbers and journeymen are dispatched against ticket scope, not interchangeably. We do not send a journeyman to a job that requires a master plumber's sign-off, and we do not send a master plumber to a job a journeyman can complete properly. Apprentices do not run service calls alone, by policy.
Diagnostic is $145, charged once per ticket and waived if you proceed with the repair quoted on the same visit. Residential labor rate is $245 per hour with a one-hour minimum. Parts are billed at our cost plus twenty-five percent. We will quote a fixed price before beginning the work; we do not bill open-ended labor on residential service.
What we handle on a service call
- Active leaks
- Pinhole leaks, fitting failures, shutoff failures, drain leaks. We will pressure-test the line and repair the failure point; a recurring pattern points to whole-home repipe, which we discuss separately.
- Drain clears
- Single-fixture drain clears, branch-line clears, main-line clears. Camera inspection on request for diagnostic purposes. We do not run trenchless or sewer-line replacement — that is referred to a specialist.
- Water-heater repair and replacement
- Igniter, thermocouple, anode-rod, full replacement when the tank is end-of-life. We carry Rinnai and Navien tankless replacements in standard sizes; A.O. Smith and Bradford White tank replacements.
- Fixture repair
- Cartridge replacement on the major brands. For Waterworks, THG Paris, and Lefroy Brooks we will source overnight if a same-day in-stock is not available on the truck.
- Toilet repair and replacement
- Fill valves, flush valves, shutoff valves, full toilet replacement. We install Toto, Kohler, Duravit, and Waterworks; we replace what is already installed.
- Outdoor and seasonal
- Hose-bib repair, frost-free replacement, sprinkler-system winterization (we do not install sprinkler systems but will winterize and de-winterize for an existing installation).
What our pricing actually looks like
The transparency below is the same transparency we have offered since 2003. The diagnostic charge is waived if you proceed with the repair on the same visit. Parts are billed at our cost plus a documented twenty-five-percent handling. We will write the price on the ticket before we begin the work.
| Line item | Rate |
|---|---|
| Diagnostic charge (weekday daytime) | $145 (waived if proceeding) |
| Residential labor rate (weekday) | $245/hr (1-hour minimum) |
| Saturday daytime labor rate | $245/hr (same as weekday) |
| After-hours dispatch fee | $325 (see emergency service) |
| After-hours labor rate | $385/hr (1-hour minimum) |
| Parts handling | Cost plus 25% |
Holidays do not carry an additional surcharge. Emergency parts are not marked up beyond standard handling.
How we differ from the new-construction side
The new-construction and whole-home repipe practices run on different dispatch, different truck inventory, different scheduling rhythms. A service-repair call is dispatched against a same-day window; a rough-in is scheduled weeks ahead against a builder's master schedule. The crews overlap — every master plumber on the new-construction side has come up through service-repair, and several rotate back to service-repair weekly to maintain the diagnostic skill that long-term project work tends to erode.
For service-repair work the touchpoint is Margaret on the 24-hour line and the dispatched master plumber or journeyman. For new-construction and repipe work the touchpoint is your assigned project manager and either Daniel (for rough-in sign-offs over 8,000 sqft) or one of our two senior project managers. The transition between the two is documented on every ticket.
Frequently asked questions
What's your response time inside Greenwich?
Twenty-two minutes is our 2024 dispatch average inside Greenwich and lower Westchester for service-tier calls placed before 4:00 PM. We track this number quarterly and publish it on this page.
Do you carry parts on the truck?
Every truck carries the standard service inventory — shutoff valves, fittings, common fixture cartridges from the major brands we install, water-heater igniters, sump pumps. We do not carry every high-end fixture cartridge. For Waterworks, THG Paris, and Lefroy Brooks parts we will source overnight if a same-day in-stock is not available.
What are your weekend rates?
Saturday daytime dispatch is the same as weekday at $245/hr. After-hours and Sunday dispatch is documented on the emergency-service page at $325 dispatch and $385/hr labor with a one-hour minimum.
How do you handle warranty work?
Workmanship warranty work is no-charge during the warranty window — one year on standard residential service, ten years on whole-home repipe. We document the warranty on the original service ticket and pull it from the file when you call.