Did you know that the cost of hot water heaters has gone up over 5X in the last 25 years? I didn't... until yesterday. Good thing that the rest of the story was great, because sticker shock was a rough start. When a small but unstoppable leak sprung in our 40 gallon gas tank heater, I knew it owed us nothing, as it was installed by Chase Pitkin in 1996. I had the original receipt stashed conveniently right next to the tank, so when I started calling and looking around for a replacement, I had a concept of what was in store (except the price!). I called a couple of local companies, and in an hour I had settled in on what this was going to cost. Now it was simply a question of WHO would get our business. My decision was based on how I was treated on the phone and what degree of BS I felt that I was being fed. The folks at Pride Plumbing Services were the best in all categories. In sharp contrast: I was told by another firm that I needed to be sure I purchased their self-cleaning model because there was a filter that eliminated the need to flush out the sediment. When I asked how I cleaned the filter, they said it was unnecessary because the sediment was "burned off" by being drawn close to the burner (my BS meter pegged at this point). Another firm would not give me any idea of the cost whatsoever. The gentleman from Pride apologized that he was unable to give me an exact price over the phone, but he gave me a cost range that seemed in line with others I had found. He also was careful to explain how I could expect the process to proceed - a technician would come to my house, inspect things, give me options and then once I had selected an option, they would have their local warehouse send a heater over and it would be installed and the old one remove. No mention of sediment being burned off, either... Maybe the best part of my experience with Pride was how they notified me by email that the technician would be arriving soon, and they included a picture and a short bio. A few minutes after that email arrived, Pride Technician David V called me and gave me a 10-minute ETA. A quick reminder about COVID protection practices was also provided. When David arrived, he was super friendly and professional, asking and answering questions. He offered me easily understandable explanations of the options, and it was easy to select the one that fit my budget and needs. Everything went as planned, and David V. and Ross did an expert installation, kept me informed, cleaned up well, and got it all done quickly. I would HIGHLY recommend Pride for home hot water heater replacement. read more

I have owned older homes for the past 20 years, and have dealt with at least a dozen plumbers. Never had a bad experience with any of them, but never had one as terrific as Ryan Heenan, from Pride Plumbing, and I can't recommend him enough. We had what we thought was a normal clog that was backing up the washer's ability to drain. Unfortunately, it was a broken pipe under the house (the concrete foundation!) The work needed was way beyond unclogging a drain, or replacing a toilet. In fact, the first company that diagnosed it doesn't even do that kind of work. The job involved cameras, excavation, reconstruction, and some educated guesswork. It was REALLY hard to pull the trigger on getting the necessary work done. The break was probably in our front room, which is all tile that we couldn't replace (they don't make it anymore). If too much of the tile was destroyed, we'd have to do major reconstruction - it was still a hugely daunting prospect. But it would have been so much worse, if we hadn't had Ryan in charge of handling the work. It's one thing to be an experienced/expert plumber, who knows about structural issues regarding old vs new homes, and how to at least try to predict what he might find behind a wall or under the concrete. But it is quite another to be able to communicate these things to the homeowner, in a way that is both honest and as comforting as possible!:) Ryan helped us navigate the possibilities (a broken pipe can keep breaking once they start working on it if it's been underground for half a century) for better and worse. He communicated everything clearly and specifically throughout the whole process, and managed to somehow never be condescending, despite my ignorance on every aspect of the subject. He and Trevor worked ridiculously hard in this house for two days. They could easily have made their job easier by doing more damage to the house (giving themselves larger access space). But Ryan made it a priority to preserve the tile as much as possible as he was removing it, and removing as few tiles as possible. I know that sounds like a small thing, but it was really huge to us. With no assurance that the insurance company would pay for any of it, much less a big tile replacement project, every bit of care he took to preserve what he could meant a great deal. If you have any plumbing issues, you should call Pride Plumbing and specifically tell them you want Ryan to do the work. He Rocks. read more

Pride Plumbing sent Steve out to do our job to 1) install a new sink and faucet, 2) reconfigure a washing machine waste water line, 3) install an ice maker line, and 4) install a new main water cutoff valve. Steve was VERY conscientious and did great work even resolving some work done by another prior plumbing company. Steve worked a long day and returned to finish up the second day. We were renovating our new home and the floors were being redone so there was some pretty strong odors he dealt with, but he did not complain at all. We would welcome Steve back to do any future work we might need. We did not realize (before Steve left) that the sink surround had not been caulked. We called Pride Plumbing back but Steve was not available. We asked for any technician to come back and do that very minor item. They were able to book us a few days later, but then when they arrived the technician said that Ross (the owner) had said the technician would need to charge for this additional work. After having already paid $1600 for the work, this additional charge did not sit well. (The technician was only the "messenger" and not to blame, rather it was management that we faulted.) We voiced our displeasure with the technician, who called back to the office to relay our displeasure. They did go ahead and perform the caulking at no charge. (Apparently the new technician was not given the history of our install and did not realize the caulking was just "completion" of the install -- a lack of internal communication within the company?) This snafu with Pride Plumbing over this minor project follow-up has soured our otherwise positive experience. We may now have to "update" our family and other acquaintances to whom we had previously related our "glowing" positive experience. read more

After four years of deliberating over several plumbing issues within our 130 year old home, my husband and I committed to a fairly extensive job with Pride. This involved a cleanout between the house and the sidewalk, a shutoff valve in the basement to prevent sewage and storm water backing up into the home, drilling through the foundation to reroute downspouts, replacing galvanized pipe from the kitchen sink, jackhammering several places in the basement slab to replace drainage with 4" pipe, moving a massive antique cement laundry sink, repiping old M copper with new L copper in the entire downstairs, reworking the piping layout of the defunct basement bathroom so that it can be functional...In truth, it feels like we rebuilt the basement. Sam was there 4 years ago when we figured out the clay pipes to our downspouts were failing. When we decided to hire Pride we were so happy to hear he was still with the company, as well as their top person for this kind of work. He and his team basically lived at our home for almost two weeks to accomplish this enormous workload and we can't say how grateful we are for their care and enthusiasm for this large investment into our home. Every aspect of us working with Pride has been wonderful, from scheduling with Ursula (who coordinated with a conflicting roofing job) to the calls and emails letting us know they were on their way so we could move our car out into the street on time, to the daily updates and checks to make sure certain changes or improvements would work better. The entire crew worked extremely hard and did a wonderful job. These guys really felt like our home improvement family. Thank you so much, Morgan, Dave and Forest read more

Our water heater started leaking and the water was pooling in the basement. By the time I realized the seriousness of the problem, it had been going on for a couple of days. I called Pride Plumbing on a Thursday morning, and Josh T. had come out by Thursday afternoon to look at the problem. He spent over an hour investigating the problem, pricing solutions, and explaining the situation to us. There were two, very large water heaters installed in the basement, both of which were very old and wasting a ton of energy. Josh T. talked us through how and why to upgrade to a tankless water heater system, and was able to be out with 3 team members the very next day to remove the large water heaters - hauling them through the backyard with at least 6 inches of snow and ice and and to their truck - and install an entirely new system. This is the third time I have noticed a problem with the plumbing that ended up needing a big fix, and I am so impressed with Pride Plumbing's staff and service--in this case, specifically Josh T, and his team Kory T, Eddie S. and Daniel C., all of whom were great, friendly and they did an excellent and fast job. Thank you so much! Also, Pride Plumbing has really excellent Covid protocols, everyone was masked the entire time, and I also appreciated that the receptionist who I spoke to originally to make the appointment mentioned that they preferred that customers also wear a mask in their home. I like that they did this because it suggests that they are both thoughtful about the health of their customers, but also about the health of their workers. read more

We had to replace some pipes in a finished basement due to some ongoing clogging issues that were becoming more frequent. I've called Pride in the past to clear some of these clogs and was happy with their work. Brandin was fantastic in diagnosing the issue, explaining it, answering all my questions, and discussing options. It was a pricey job, but Brandin was good about trying to get me any discounts/coupons that were available. I felt like the price was probably a little high, but they do good work and it was an urgent issue. Brandin and Ethan were good about only removing drywall that was absolutely necessary to remove to get the job done. After 2 days of work, aside from the drywall showing the pipes, you wouldn't have known they were there. They put down plastic where they were working and cleaned everything up. Brandin even happened to notice that the outlet that my sump pump plugs into had been tripped (which has happened 1 other time in 5 years), reset it, and let me know about it. It's easy and cost him no real time or effort, but it's something I really appreciated since flooding a finished basement would obviously be a huge problem for me. I felt like he had my best interest in mind and wasn't just there to "do a job" and get the heck out. Bottom line, I was very pleased with the overall of level of customer service and professionalism for both scheduling and to get the work done. Thanks again, Brandon and Ethan! I will call them in the future for plumbing issues that I have. read more

We woke up to a huge puddle on the kitchen table and floor. A catastrophic leak had occurred from the second floor bathroom. Not exactly what one expects on a Monday morning when work is calling. We mopped it up and called Pride Plumbing. The receptionist was absolutely lovely and helpful and got someone out the same day to determine the cause of our troubles. I like that she was willing to send someone immediately if we needed it (we did not - we had stopped the deluge - but it is reassuring to know she would have sent someone right away if needed). Nick A. was the plumber and he arrived Monday afternoon. He quickly and professionally assessed the situation recognizing what was wrong and how to fix it. He considered several options for what we could do and presented all of it in a manner that was calming after our morning craziness. He did not have all of the materials so he could not complete the repair immediately but booked us for 8 am on Tuesday. Nick A. arrived with mask on (co-vid spring) and worked diligently to repair the leak. He checked the fix multiple times until it was solidly fixed. He also went above and beyond in checking a secondary leak location to ensure it was merely water pooling from the prior deluge rather than another plumbing leak. He was neat and kept the work to a small area and cleaned up well. We greatly appreciate that Pride Plumbing so quickly responded to our situation and sent such an excellent plumber. Many thanks! Dawn H. read more

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 Clark 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 Clark and I wouldn't think of calling anyone else for any plumbing issues. read more

Our tankless hot water heater was acting up and I wasn't sure where to turn (the original installer no longer serviced the unit). I received a fantastic referral from Mark at Crossfield (he is awesome, FYI) to call Pride Plumbing. Literally he said "Call Pride, Keith is your guy". I did just that and had an appointment the next day! Keith called before hand, was timely and extremely professional. Turns out- I needed a new water heater. He walked me through my options- with the pros and cons. Decision made- he was ready to install the next morning. Sadly, I was not! Murphy's Law was in effect and had my street and driveway being sealed on that same day. Keith worked done magic with the schedule and we pushed to the next day. The catch? Keith and apprentice Brandon had to park on the next road- and lug the new and old units and supplies to my house by hand. In 90 degree heat. They were on time, knowledgeable, and worked cleanly and efficiently! Not only do I now have a great new unit, with fabulous time to heat water, they also replaced a stripped shower head pipe, installed my new shower head AND added mesh to my outside vents to prevent leaves and debris from blocking the intake. Keith and Brandon were Fantastic- I would (and already have) recommend them to anyone! THANK YOU for your customer first approach and commitment to fixing my problem! Next time, I'll let you park in my driveway :-) Gold Star Service! read more

I had a new Navien tankless water heater installed by Pride Plumbing of Rochester. I've had it with tank water heaters. Never again. They last 10 years and then fail in a big way leaving a mess all over my basement floor. Anyways, Pride offered me $300 in rebates + I get a $250 rebate from RG&E. Keith S. and Sam S. from Pride Plumbing were the installers. They did a terrific and professional job with the installation. They worked hard boring a fresh air intake vent pipe hole through my poured basement wall. Also, I didn't want the tankless unit attached on the wall because gas, water, and venting would require substantial re-routing. So, they built me a mounted rack to hang the unit. I know they had a full day with other customers after they were done with me. I appreciated that Keith took the time to explain everything to me about the new unit and answer all my technical and maintenance questions. Prior to that, he spent quite a bit of time discussing the different Navien models. I will use Pride Plumbing again. I thought the price of the unit and their labor charges were extremely reasonable. I've had one other experience with a different plumbing company in the past (installed my last tank water heater) and I cannot say the same for them. Save your time and energy researching other plumbers and call Pride Plumbing of Rochester. read more

I have had a problem in my shower where the water would initially get hot, but then over a short while would keep cooling down eventually to lukewarm - even after it got turned all the way up. This was not a problem with my water heater or running out of hot water, because mine is tankless, and this doesn't happen with any of the sinks in the house. I called Pride Plumbing and Hope on the phone was very pleasant to speak with, and was very helpful and efficient in finding a time that would work for me. For the appointment, Daniel C. came over, and was quickly able to identify the problem. Turns out I needed a new "Moen Posi Temp Cartridge", as my old one was shot. He explained what it was and how it works, was clear with the pricing up-front, did excellent work installing and adjusting (it works perfectly now!), while the whole time being very friendly and respectful. And bonus: My dog loves him. :) This is at least the 4th time I've used Pride Plumbing for different things in my house (faucet, toilet, garbage disposal, etc), and I could tell pretty much the same story each time. To be forthright, they are not the cheapest plumbing service out there, but I would rather deal with someone I know is honest, reliable, always provides top-notch service, does quality work, and stands behind it. That's why I stick with them. 5 stars every time. read more

Called Pride Plumbing on a Saturday to fix my water heater which would not light. Got a technician out the same day. He gave me three estimates without trouble shooting the problems and I had to agree on either a $350 thermocouple or a 800$ control unit without the knowledge of which one it would be. Saturday without hot water, I agreed. The job complete $500 to replace a $25 thermocouple in about and hour. Ok, not happy about the price but I have hot water, for a week and then no hot water again. A week of investigation on the internet I decide to look at the water heater myself. I had bought a new thermocouple online for any future problems and that was a good thing. The thermocouple was not replaced by the Pride Plumbing technician, that was obvious. I don't know what he did to get the unit working for a week but it wasn't a new thermocouple. I replaced the thermocouple myself in 45 minutes. I admit, I didn't called them to rectify the situation because when someone rips you off, you don't want them back in your home. Their estimate process, having to agree to a number of differently priced options before the work begins wih=thout knowing which option is the problem, along with the actual fraud of not replacing the part they said they replaced makes them a very unethical business to work with. read more

Someone answered the phone right away at Pride Plumbing. She was helpful and cheerful. We are repeat customers and she double checked our information and said someone could come the same day. Background: We called due to a leak in a drain line under the kitchen sink. It had been supposedly fixed by a major plumbing company in September when we called them by mistake due to the way Google organizes things. We thought we Googled Pride Plumbing. The other company charged a very large amount; used the wrong materials for our out of date drain trap and now the repair failed and the leak came back. Kevin A. arrived in the afternoon, called first and we also got a text with his name and photo. We all wore masks. Kevin was polite, cheerful and very good. The new repair brought our old system up to code and was done within a few hours. Kevin showed us what was wrong with the previous repair (wrong material for our type of drain trap) and explained each step of his process. He warned us when he had to use sealant so we could turn on exhaust fans and open the door. Price was reasonable for the work. We have small additional leak in our sprayer hose which we decided to solve ourselves, (possibly an o-ring replacement). Kevin gave us a few suggestions. Well done. read more

I am so thankful to Pride Plumbing of Rochester. We've called them twice already since moving into our new home, and Eddie came out to help us both times. The first time, Eddie gave us expert and honest advice about our issue of water leaking into the basement. It was pouring rain and the end of the day on a Friday, and Eddie was still very dedicated in making sure he could help us despite not performing a formal service for us during that visit. He gave us advice on how to fix our gutters and possible other solutions we could explore in the future. The second time, Eddie came out because our sewers were backing up. The project took over three hours to complete, and was especially labor-intensive as there was significant sand and debris blocking our sewer pipes. Eddie worked so hard and was so kind throughout the process. We were so happy to have him come out to our home again, and we really trust his opinion and his work. I would also like to mention how kind the customer service and administrative staff is at Pride Plumbing, because not only do we love Eddie, but we also know that anyone we talk to will be honest, helpful, and professional. Thank you to Pride Plumbing of Rochester from the bottoms of our hearts. We are lifetime customers! read more

Very professional - from the service call visit through the installation of a new hot water heater. We willingly- and knowingly paid the $49 service call since we wanted the opinion of a reputable service company (we used Pride before). Our equipment options, gas vs. electric, energy savings, etc. We took some time to go over the information and scheduled the installation. Pride gave us a 3 hours window for arrival, emailed reminders and called when they were on their way. Job was completed quickly. Staff was respective of our home, COVID restrictions. For those reviewers who have expressed negative comments about the $49 service call, knowledge and experience has a price- and a value. The service call amount is deducted from the bill if Pride does the work. Yes- a big-box store might be cheaper. Your advice might come from a floor staff member who has never installed a hot water heater. Big-box store will contact an independent installer to do the work- an installer that might contract with them today- but not next month or when there is a problem. We willingly pay more if that provides us with a sense of security and gives us some assurance that the job has been done right. Pride is there. read more

First call of the day ended up that I needed a new toilet. Daniel went over my options, and then installed a new toilet. Very professional. Second call of the day, there seemed to be an issue with the new toilet. Pride was awesome! they got someone to come out again right away. This time Brandin W. came. He was awesome! not only did he find a faulty part on the new toilet, but also advised that I needed a new shut off valve. Well after spending a lot of money earlier in the day, I was quite upset (not at Pride) but at the fact that I had to spend even more money (Single Mom here and every penny matters)! Brandin went above and beyond and spoke with managers at Pride and helped me greatly with the cost. He fixed the problem and replaced he shut off valve. I also want to give a huge shout out to Ursula. I know Ursula personally, and she was the one who dispatched my second service call of the day. Ursula went out of her way to call me later that evening to make sure that I was taken care of and that the issues were resolved. It is because of Ursula that I have used Pride many times for various situations. I have had nothing but the best interactions with Pride Plumbing! Thank you all!!!!! read more

Sadly my household is full of people with GI problems so we've been stopping up the toilets lately. From the get go the customer service was great. Jamie, took all my information, was rather pleasant, and let me know what I was looking at for cost. Day of I was set to have a tech come between, 4-7 however as I was headed home, Josh called and said if I was free they had a tech available now. I happened to be free. Josh said the tech would soon call and give me an arrival time. With in 2 minutes, Daniel, the tech called and gave me an arrival time. Upon arrival Daniel was happy, friendly. Didn't smell of smoke, his uniform looked great (not like he just rolled out of bed). He got right to work and after a few minutes our toilet was clear. I had hoped to get a new toilet, but of course not thinking, with labor and such, it would have been way more than I planned on spending. Daniel didn't try to pressure me into buying something I couldn't afford, just gave me the options that were available and answered all my questions. In the end I old had him clear my clog. However I would absolutely use them again, and I would have no problem requesting Daniel. read more

I was faced with an emergency right before Easter. I was hosting 18 people and I had a ton of cooking to do. My garbage disposal stopped working and water had begun to steadily accumulate under my sink. I called my regular company and they were unable to get a technician out that day and referred me to Pride Plumbing. That was the beginning of my lucky day! They dispatched a technician within 2 hours of my call--I was thrilled. Nick W. was so efficient, professional and courteous. Nick was so pleasant and so willing to accommodate. He was very knowledgeable and explained everything very patiently. He made sure the electrical portion of the disposal that had gotten wet was completely dried out and replaced some needed washers. We ended up making an upgrade to our existing garbage disposal and I am so happy with it--it is so quiet and should give us many, many years of service. I feel confident that we more than received excellent value for our money. Thank you, Nick W and Pride Plumbing--so happy with everything and will not hesitate to recommend Pride Plumbing--in particular-- Nick W. to others who need help with their plumbing issues. Sue S read more

Pride is the only plumbing company we will use in our home. We recently had a septic system that got too tired to continue and had to connect to the sewers. Sam, our favorite technician, came out to the house. He is always a welcome visitor. He planned out the switch and took a huge worry from our shoulders. He returned for the big job with Jamie and Bryce to start the dig and initial set up to the street. Jamie has been here before and we trust her ability to do things right. Bryce was wonderful, too. Day two for the inside replumbing was pretty exciting. Sam and Jamie configured and new pipes and got us hooked up to the sewer. We were so happy and impressed at the quality of the work. Day three, they are here again, with Ian joining the team, to fill in the septic tank. People don't realize how important it is to have hard working, intelligent, problem solvers in the trades. We are grateful. As my husband says, having Sam show up at the house, and now having Jamie, too is like seeing family coming over to help. What wonderful people...all of them. Pride should be very proud of these dedicated employees. We would be lost without them. read more