Why Plumbers Avoid Giving Pricing Over the Phone

When faced with a plumbing issue, one of the first questions customers often ask is, “How much will this cost?” With so many expenses, from mortgages to car payments, it’s important to know how much of your “rainy day fund” you’ll have to dig into.

Some plumbing companies argue that providing pricing over the phone helps prevent unnecessary service visits. However, with over 20+ years of experience in the plumbing industry at A-Team Plumbing and Drain, we strongly advise against this practice. Here is why plumbers avoid giving pricing over the phone.

On-site Assessment

Imagine this scenario: A customer calls about a leaking toilet and asks for a price to fix it. Based on their description, we estimate that the issue is likely a worn-out wax ring. We may provide a quote for replacing it, and the customer agrees. After we arrive, however, we may discover that the real culprit is a rotted flange beneath the toilet. The repair is more complex and significantly more expensive than the original estimate.

At this point, frustration often sets in. The customer might feel blindsided by the higher cost or—worse—accuse us of using bait-and-switch tactics. This misunderstanding can leave a bitter impression and potentially ruin our relationship with our customers.

Without being on-site, plumbers can’t know how long a project may take as well. A quote over the phone may be for a job that takes 1-2 hours. But if the project takes longer, say 3-5 hours, the price would invariably increase, leaving customers unhappy.

In this scenario with a leaking toilet, it can be difficult to understand exactly what type of toilet a customer has installed in their home over the phone. Not all fixes are the same, so we would need to figure out what type of toilet a customer has installed to determine the costs of replacement parts, labor, etc.

Our Policy is to Assess Every Job in Person

Plumbing issues are rarely as straightforward as they seem, and diagnosing the root cause over the phone is nearly impossible. By conducting an in-person inspection, we ensure transparency and avoid misleading estimates. This not only prevents miscommunication but also builds trust with our customers, knowing that they’re getting the most accurate pricing and the right solution for their problem.

Ultimately, this approach benefits everyone. Customers receive an honest assessment tailored to their specific situation, while we can confidently stand by the quality and fairness of our work. Avoiding phone estimates isn’t about withholding information; it’s about ensuring the experience is as smooth, fair, and stress-free as possible for you, the customer.

Premier Plumbing Services in New Haven

When plumbing problems arise, rest assured that we take the time to do things right—starting with an in-person evaluation. By avoiding phone estimates, we can provide better service, prevent miscommunication, and maintain the integrity of our business. That’s why A-Team Plumbing and Drain is the #1 trusted and affordable plumber in Connecticut.

Visit us online to learn more about our services, apply for financing, or contact us about your plumbing needs!