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. Advanced Plumbing and Rooter Service believes the key to keeping customers happy is maintaining a professional appearance and attitude throughout every step of the plumbing process. “Our technicians are true professionals–clean, tidy, communicative and knowledgeable,” says owner Bill Van Mastrigt. “By listening closely to our customers and thoroughly explaining our repair and installation methods, we’re able to help them get the most value out of their projects.”

Advanced Plumbing and Rooter Service has been providing plumbing services for residential and commercial clients in Contra Costa and Alameda Counties since 1999. In addition to maintaining and repairing plumbing fixtures and systems, the company has the in-house capabilities to repair and replace water heaters (traditional and tankless), handle the plumbing work for remodeling and addition projects, perform trenchless sewer line replacements, and more.

Unlike less experienced plumbing companies that take a “one size fits all” approach to plumbing installations, Advanced Plumbing and Rooter Service trains its technicians to focus on the details of each project and educate customers accordingly. “We regularly bring in factory representatives to educate us on the technology that their companies are implementing in their products,” says Mr. Van Mastrigt. “We take that knowledge into the field, and then we’re able to explain to our customers why our products are the better choice.”

Advanced Plumbing and Rooter Service further differentiates itself from its competition by offering extended weekday hours and 24-hour emergency service, which Mr. Van Mastrigt says are examples of the company’s longstanding focus on caring for its clients. “We want our customers to know we’re easy to reach–we’re centrally located, we answer the phone and we always return messages. We understand that when people have plumbing problems, they expect to be able to talk to someone who knows exactly what’s going on, so we’ve made it our goal to always be available for our customers when they need us.”

If you want to save water and money, consider installing a hot water recirculating system in your home. You know the routine—you turn on the shower and get a blast of cold water, so you let the water run for a few minutes before you get in. This may sound harmless, but it results in a lot of wasted water in the drought-stricken Bay Area. “The average family of four can waste more than 10,000 gallons a year waiting for hot water,” says Bill Van Mastrigt, owner of Advanced Plumbing and Rooter Service in San Ramon. “It’s important to know how to prevent this because saving water is better for you, the water table and the entire area.”

If you don’t like the idea of starting your day with a cold shower, Mr. Van Mastrigt says plumbing companies have a solution. “Hot water recirculating systems recirculate hot water and bring it to the tap faster than fixtures without recirculation capabilities. A lot of people are interested in that right now because it conserves water while meeting their needs for hot water on demand.”

There are two types of water recirculating systems. The simplest, known as a water recirculating pump, is a device that can be easily installed on all types of water systems and doesn’t require new piping. Some even have built-in programmable times that activate during peak water usage (usually mornings and evenings) to save on energy costs.

More complicated systems that require new piping are better options for homes with long runs between the hot water tank and water fixtures. In this case, a new water pipe is run to the farthest fixture, which allows water to circulate from the hot water tank to the fixture. Another popular option only requires a new crossover junction between hot and cold supply lines that allows unused hot water to run through the cold water line and into the water heater. In both cases, when you turn on the shower or tap, the water is instantly hot.

Be aware that these systems can waste energy if they’re not properly fitted to your home, or if they’re designed and installed incorrectly. It’s important to work with a licensed plumber who has experience fitting and installing water recirculating systems.

Q: Will you answer the phone when I call?

A: Absolutely. We’re centrally located, so we’re easy to reach, and if we can’t get to the phone, we’ll call you back as soon as possible.

Q: How are your prices?

A: We offer a great value, but we don’t try to be the cheapest company—our customers hire us because we’re educated in the industry, we communicate clearly and we know what it takes to solve their problems.

Q: Can you help me choose the best brands?

A: Yes. We only recommend brands that represent our quality work. There’s no such thing as a perfect manufacturer, and we don’t get any kickbacks from selling a particular brand, but we’ve found that some products work better than others. For water heaters, our first choice is Bradford White. We base that on the fact that we get the least amount of service calls on Bradford White water heaters, and they have a 24/7 technical support line. We also recommend BrassCraft, Fluidmaster and Grohe products.

Q: Should I replace my water heater with a tankless model?

A: There are several good reasons to go tankless, but there are also some disadvantages, so we prefer to educate you about your options and let you make the decision yourself. Tankless water heaters are great, but not every house needs one. If you need a water heater that can keep up with high demand, it’s a good investment, but you’re going to spend three times as much to have it installed.