Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for plumbing companies that have earned the prestigious Diamond Certified award. For Ace Plumbing and Rooter, the key to achieving and maintaining high levels of customer satisfaction is simple: keep prices fair and perform excellent work for every customer. “There’s nothing complex about the formula for our success,” says owner Jonathan Millington. “Our customers want good service at an affordable price, and that’s exactly what we provide.”

Ace Plumbing and Rooter has been providing a wide range of general plumbing services for residential and commercial clients throughout San Francisco since 2002. The company takes pride in staying up-to-date with the latest industry technology, incorporating forensic methods such as video sewer inspections and installing eco-friendly systems such as trenchless sewers and tankless water heaters. It also performs pre-purchase inspections of residential plumbing systems and prepares preventative maintenance plans for restaurants and other commercial establishments.

Unlike less experienced plumbing companies that are primarily concerned with completing jobs as quickly and cheaply as possible, Ace Plumbing and Rooter focuses on fostering customer loyalty by providing high-quality work for every project, regardless of how small or large. “We’re in this business for the long-term, so keeping our customers happy and building good relationships with them is very important,” affirms Mr. Millington. “Most of our business comes from good word of mouth, and we want to continue that.”

Another distinguishing feature of Ace Plumbing and Rooter is its highly trained and experienced employees, all of whom are expected to maintain a high standard of workmanship and treat every customer with the utmost respect. “We have very high standards for the people we hire,” says Mr. Millington. “Our plumbers are good people with morals and integrity. They do everything they can to help our customers, and that’s why we have such a large amount of repeat business.”

Preventive maintenance is the key to avoiding serious plumbing problems. Large-scale plumbing issues should always be handled by a professional, but there are plenty of simple techniques and procedures you can use to perform basic preventive maintenance. Consider the following tips for ensuring your plumbing system is functioning to its full capacity:

• Routinely check under sinks and around toilets for moisture or small leaks. Test your toilet for leakage by adding a small amount of red food coloring to the tank and returning in a few hours to check it. If the water is colored red, water is seeping through from the tank, which usually means you need to replace the tank ball.
• Remove and clean your faucet aerators annually to ensure an even flow of water.
• Drain about a gallon of water from your water heater tank every three months to help remove the sediment that accumulates on the bottom. Also, periodically inspect your water heater burner—the flame should be colored blue with yellow tips. If it’s mostly yellow or the area is sooty, your flue may be clogged, which is a dangerous situation.
• To help prevent clogged bathtub drains, fit them with a strainer that catches hair and soap chips. Clean these strainers regularly.
• Don’t rinse fats or cooking oils down your kitchen sink. Liquid fats can solidify in the cold pipes and create clogs.
• Always try to manually clear drains using a pipe snake or other instrument. Chemical cleaning agents should only be used as a last resort. If you have to use them, make sure you follow the directions carefully to avoid potential hazards.
• You can maximize the lifespan of your garbage disposal by using cold water when running it, making sure not to overload it, never disposing of things like bones or corn husks, and avoiding using caustic drain cleaners.
• Have stainless steel braided hoses installed on your washing machine. The traditional black rubber hoses found on washing machines are notorious for unexpectedly bursting—usually when no one is at home—and causing massive leaks of up to five gallons per minute.

Know the basics of your main water shut-off valve
In an emergency situation, this valve will shut off the water to your entire house. Make sure you close and open your shut-off valve periodically to ensure it’s not stuck in the “open” position. If you’re leaving your home for a few days or more, shut off your water main to prevent any damage if a leak occurs while you’re away.

Q: Can you give me an estimate over the phone?

A: We give free estimates, but we try not to quote anything over the phone. If we tell you a repair is $100 over the phone and it ends up costing $300, it’s bad for everyone involved. There are a lot of variables to consider when estimating a job, including size and access issues, so we really need to come out and look at the problem. We will, however, happily schedule a free estimate for you during normal business hours.

Q: Do I need to immediately fix my toilet if it’s running?

A: In addition to wasting water, letting a toilet run can turn a small problem into a bad situation, so you should definitely get it fixed as soon as possible. It’s a minimal amount of water in terms of billing costs, but the potential for the drain to back up and cause a flood is very concerning.

Q: What’s forensic plumbing?

A: Forensic plumbing is a method for dealing with plumbing problems that aren’t immediately obvious, like moisture and leak issues. It requires investigation and the use of special equipment such as listening devices, which allow us to find leaks in walls, floor or concrete. You can call a regular plumber if you have a leaky faucet or toilet, but if you have a leak coming through your wall and can’t find the source, you should call a forensic plumber.

Q: How can I extend the life of my water heater?

A: Having the rust flushed out once a year will help. Rust is inevitable when it comes to water heaters, but you can deal with it by installing an anode rod—it works by attracting rust and giving it a place to accumulate other than the tank. This nearly doubles the life of the water heater, because you just have to change the anode rod instead of the whole tank. Also, check the water pressure; if it’s too high, install a valve that will regulate it. If your house has excessive water pressure, it can reduce your water heater’s lifespan by as much as half.

Q: What are the benefits of tankless water heaters?

A: Unlike traditional water heaters, tankless water heaters only heat water when you need it, which allows for an unlimited supply of hot water. They’re very beneficial if your plumbing is set up correctly. The initial cost is higher than normal because it’s a specialized installation, but you’ll definitely save money in the long run.