Big Blue Plumbing

Lisa P.

Finding Big Blue was one of the best calls I've ever made.
I knew I had a major issue to deal with, but I didn't understand the extent of it until Mike showed up and we began exploring the situation together. He proceeded to work with me with as much communication, speed, and pro activity as I think was possible. Mike cared about my questions and schedule and needs and made an enormous situation as seamless as possible.
I was committed to hosting an event at the edge of the time estimate for the project and when it got down to the wire due to a late delivery of a component the owner, Paul, was there on a Saturday morning to support his team and me in working out solutions. But they did it! They got the work done all while being reachable, flexible, polite, and positive. So much thanks to Mike, Paul and Big Blue!

C C.

people were very friendly and did a great job. left my garage very clean.

Just The F.

8/3: Called big blue. Appointment made.

8/5: Representative of big blue came and assessed the work: Lateral Replacement. Signed work agreement and told work will start on 8/8.

8/8: Further assessment by rep. Told workers will come to dig 2 holes.

8/9: Holes are dug. Told someone will come later in the day.

No one shows later in the day, or the next day.

8/11: Called big blue. Told work will start on Friday 8/12 or Monday 8/15

8/16, 9 AM: Received voice mail that work will start on Thursday 8/18.

8/16, 9:20 AM: BANG! BAM! Workers show up announced to start work.

8/16, 9:48 AM: Received voice mail ""hi, the crew are on your property now to start the excavation. Don't worry they will still be out on Thursday.""

The work was completed on 8/17. While the crew started with a BANG, they left without a peep. Also, left they front gate open with cigarette butts littering the yard.

8/17: big blue calls and wants payment.

8/18: Received invoice from big blue with a written note: Please remit ASAP. As a rule we do not bill. Payment is due at time of completion.""

Question: How are we to pay for the completion of the job when no one told us the job was completed? As said, they came with a BANG and left without a peep.

In conclusion: If you enjoy hiring a company who lacks the simplest communication skills and common curtsey, and you're eager to throw $$ away, by all means do not hesitate in calling these guys.

good luck

Mark B.

Maybe their work is good; I couldn't get them to show up for the appointment they recommended (first one of the day, no earlier jobs to cause delays). Even after accepting their first rescheduling, they called 40 minutes before the updated appointment to move it to another day.

Edith R.

I first called another plumber recommended by a neighbor. He was nice, but was unable to fix our problem on his first visit. He promised to order a new part and get back to me. I'm patient, but after waiting three weeks and being told it would be ""any day now,"" I called Big Blue. A day and a half later and my problem was solved. They were prompt, professional, and extremely courteous. They also cared that my inoperable kitchen faucet was a major pain in the butt for me (who enjoys washing their dishes in the bathtub?) in sharp contrast to the first ""any day now"" plumber. Big Blue has now moved into the go-to slot for my plumbing needs. Thank you Big Blue!!!

Helen M.

I would like to tell anyone who needs GOOD,expert plumbing,BigBlue is for you.My husband is 89 now and can't do much to keep our house running smoothly.The water in my kitchen sink was barely trickling .I'd called other local Alameda plumbers in the past,with very poor results.They say ""it's your faucet,need a new one.We would pay their fee for new faucet,etc, A short time later same problem.I would call,back they'd come,make a slight adjustment from under sink.A few hour later same problem.They wouldn't return my calls again. I saw Big Blue truck in front of neighbors house and called them.Im very grateful I did.From the first contact with receptionist ,I was impressed .She explained every question I had.Took her time ,did'nt rush to say""can you hold"".One question ,important to me is if they clean up there messes?Im so tired of workers who just walk out and expect me to clean up after them.Ebony explained they always wear booties over shoes upon coming indoors.Magic words to my ears,yeah.And they never failed to do so.Danni came out next day right on time.She went under house and looked around First one to do so.She explained kitchen sink problem and gave us two estimated quotes. Which we took.All employees were very polite and considerate.Always gave me a time when they would return.Cleaned up driveway and around house.I didn't have to lift a finger.Nick,Hermes,Carlos,Prado and Paul very professional .Thanks to all.
Helen M.

Daniel E.

I have to say that Big Blue while polite, prompt, and seeming to know what they are doing - they - and I mean Paul, seems to be entirely profit motivated and this permeates the company. A few months ago paid for them to replace a fan that failed on our expensive heat exchanger for radiant heating system - (when it stops working there is no hot water or heat) - The bill ended up being over $2,000 to replace a part that was likely several hundred dollars. They dont quote an hourly rate - but a job rate. This is a business model I don't prefer for my technicians, it encourages price gouging when a customer is not thinking clearly.

Two days ago another part failed and after waiting a day to have them come out with no hot water - Paul found that another plastic part failed - the venturi - again no estimate on cost. Paul diagnosed it quickly by calling the factory and found that we had a problem on bringing combustion fumes back in the air intake - a common problem - my suggestion was a $3.50 PVC extension pipe to route the combustion gases away and replace the part.

Paul's solution was to replumb the entire intake and exhaust vents - and install a new boiler - an estimate of $8,000-$12,000. He explained he has payroll to make and a business to run, etc.. After I explained how bad a deal I thought this was he offered someone else to work on it and offered to help them and didn't want to charge me for the call - Thanks Paul! He explained he really didn't have the time to fix it. Wow.

Since I now had understood the part that failed, the cause of the failure, I called the factory, like Pau,l - found the distributor - removed the part and replaced it. The part cost $110 and a drive to Richmond. I now have hot water and saved the inevitable $1500-$2000 fix or the $8,000 to $12,000 new system.

I think pictures of owners on trucks, shiny repair vehicles, and polite behavior is worth something - but for me I prefer the old style technicians who diagnose, repair, charge a fair wage and build trust in the client.

It is easy to get new parts for systems and repair them, and knowledge is worth something - I just want to pay a fair price for it....

Lulu P.

Big Blue bought out the local HVAC we'd used for years, so when we had an AC issue, we called them. The tech was okay, the price was high, and the solution worked.

Months later, when we had another minor issue, another tech came out and took care of business. We liked her and felt she did a good job. She did, however, tell us that our radiant heating system was improperly installed and was on the brink of collapse, and offered to replace it and our water heater for $8500. We were worried by her report but couldn't afford such a major expense. She suggested we get a contract with Big Blue for $7.95 a month, which would guarantee that we would be prioritized for same-day service. Because of our concern for our endangered radiant heat system, we signed up.

When we did call them for a small plumbing problem several months later, they came out that same day to fix it, but their charge was so high--$180 for a 10 minute unclogging a toilet--that I was shocked. Again, I liked the tech and she was efficient, but I was not happy with the company.

Two days ago on a Saturday our hot water heater stopped working. I called Big Blue because of our contract. They called back and said ""unfortunately"" they couldn't schedule us until Monday. Of course, I cancelled the contract right away and called another company recommended by a friend.

The bottom line, though, was the new company's tech looked at our radiant heating system and told us it was installed solidly, and he saw no problem with it. It's difficult for a customer to know what to believe when ""experts"" tell us contradictory things. But I'm grateful I didn't just shell out an outrageous sum for something I didn't actually need.

Lisa Y.

These guys are expensive and sometimes booked up several days ahead, so your local handyperson might be a better bet if you just need something simple, like snaking out a stopped-up toilet. If you have a more extensive job, however, I highly recommend them. They recently replaced a whole slew of pipes in our lower story (our house's original piping, like its electrical wiring, was apparently done by alcoholic gnomes) and did an excellent and thorough job. They completed all the work in one day, to my surprise, and the price was reasonable considering the amount of work involved.

Joseph M.

My neighbors hired these guys to replace a sewer lateral that went under my yard. The initial communication was ""We'll have to dig a hole in front of your house to connect the sewer lateral. It won't affect you otherwise."" Cool, no problem.

The first morning of work one of their guys was wandering around in my yard at 8:15am with some kind of beeping surveying equipment. If I had been wearing pants at the time, I would have run out to yell at him. Maybe the neighbors forgot to relay the ""we'll have to wander around your yard"" info, but no matter what, ring the doorbell first and introduce yourself before you go wandering around someone's yard.

Then two days later, they knock on my door at 9am ""Hey we goofed up, we have to dig a hole in your yard today."" WTF!? I mean, I let them dig it. I'm not going to prevent my neighbor from having a sewer lateral replacement. But you're supposed to figure these things out ahead of time, so you can let people know a day or two (or preferably, weeks) ahead of time that you are going to be digging a hole in their yard. Or if you're not sure, at least warn that it might be a possibility.

If it was just one act of unprofessionalism I would have let it slide. Two is a pattern, and gets you a one-star review.

*** Response to Big Blue's 12/22 comment:

(1) You did not ring the doorbell before wandering into my backyard at 8:30 am in the morning. It's loud and I can't miss it. You say you knocked; it must have been quietly.
(2) You did not communicate with me directly before doing the work. The first time I heard anything from you directly was beeping from your detector in my backyard.
(3) I'm not sure what you mean by ""We did inform you there was a possibility that there may be some digging in the easement at the back of your property."" The notice I got from my neighbors weeks ahead of time, by email, was ""neither your nor your neighbor's property will be dug up or affected in any way."" The first I heard that digging would happen in my yard, or any possibility thereof, was the morning-of, when your person arrived at my door and said ""we made a mistake in measuring, we need to dig a hole in your yard today"".

***