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 Drain Doctor, Inc., the key to achieving and maintaining high levels of customer satisfaction is simple: combine the resources of a large company with the personalized service of a small business. “We never forget that we’re a local company, not a franchise of some corporate chain,” says General Manager Samuel Lim. “Our Bay Area roots run deep, so serving our community is very important to us.”

Drain Doctor has been providing plumbing services and repairs for residential and commercial clients throughout the Greater Bay Area since 1996. The company has the in-house capabilities to handle everything from general plumbing repairs to trenchless sewer line replacements and tankless water heater installations, and it strives to arrive at each job within 45 minutes of the initial call, regardless of its size or if it was scheduled.

Unlike plumbing companies whose lack of training and equipment forces them to limit the scope of their work, Drain Doctor utilizes its staff of industry specialists to provide a variety of services that fulfill all types of plumbing needs. “Our goal is to match the right technician to the right job every time,” says Mr. Lim. “If a customer has a water heater problem, we’ll send one of our water heater specialists. If it’s a drain problem, we’ll send a drain specialist. That way, our customers can count on receiving the highest quality services no matter what.”

Another distinguishing feature of Drain Doctor is its ability to offer 24/7 emergency services, which Mr. Lim says is important for making the plumbing repair process as convenient as possible for customers. “We want our customers to know that they can call us any time, even it’s on a holiday or in the middle of the night. We’re here to help them whenever they have plumbing problems.”

If you need to re-pipe your home’s sewer system, make sure you choose the right material. Whether your home’s water pipes are corroded or your septic system is damaged, repairing and replacing pipes is sometimes a necessary action. As with most aspects of plumbing, you have options as to what kind of piping material you want for your system, though in some cases external factors may limit your choices.

For water pipes, it typically comes down to a choice between plastic and copper. Plastic piping comes in two forms: polyvinyl chloride (PVC), which is used for cold water supply, drain and vent pipes; and chlorinated polyvinyl chloride (CPVC), which is used for hot water supply pipes because of its heat-resistant properties. The principal benefit of plastic piping is its initial cost savings—because of their lightweight character, plastic pipes are inexpensive to transport and install.

Copper pipes are significantly more expensive than plastic pipes, but their durability is superior, they’re recyclable (which adds resale value to the home) and they can expand to accommodate frozen water during the winter. According to Chris Choi, HR manager at Drain Doctor, Inc. in Santa Clara, copper is the best option for a long-term investment. “Copper works great for water lines because it’s strong, safe and practically foolproof once it’s set up,” he says. “Plastic pipes have come a long way, but copper is still the best material to use for fresh water piping.”

With some types of piping, the material you choose may be predetermined by municipal ordinances or state building codes. Mr. Choi says this is often the case with sewer lines. “Some areas require cast-iron pipes, while others require plastic. Also, some cities don’t allow fusion plastic, which is what a lot of plumbing companies use for trenchless sewer lines.” If your local or state legislation limits your piping options, consult a plumbing contractor to determine the best available material for your specific project.

Q: Can you fix my plumbing problem today?

A: Yes. We pride ourselves on our ability to quickly handle emergency situations. We have technicians available for dispatch 24/7, and our facility is fully stocked with all the necessary materials, from shut-off valves to water heater.

Q: How fast can you get here?

A: Our policy is get to the jobsite within 45 minutes of the initial call. We’ll let you know if we’re running late, but we do our best to get there as quickly as possible.

Q: Can you tell me how much my plumbing repairs will cost over the phone?

A: Plumbing is different in every house, so unless we come out and take a look at your situation, we won’t be able to give an accurate quote. However, even though we don’t provide phone estimates, our in-person estimates are always free.

Q: Can you tell me how much my plumbing repairs will cost over the phone?

A: Plumbing is different in every house, so unless we come out and take a look at your situation, we won’t be able to give an accurate quote. However, even though we don’t provide phone estimates, our in-person estimates are always free.

Q: Will you install the product that I want?

A: Yes. If you’re used to a specific brand and want that installed, we can provide whatever you prefer.

Q: Is it more expensive if I call at night or during a holiday?

A: No, our fees are always the same regardless of what time or day it is.