Carroll Plumbing & Heating

Spud C.

I've got to echo Sarah P's experience here. I'd used Carroll a couple of times in the past and had an OK experience (not cheap but the work was good). This time our AC compressor was down. They overcharged both the hourly rate and number of hours, as well as possibly overcharging on replacement parts. They did automatically refund one hour back when I specifically asked them to email me an itemized invoice so I could see what I was paying for, but the hourly rate listed was 150/hr, not 120/hr which is what the technician told me. So they knocked 150 back off the suspiciously high bill but that doesn't resolve the problem with having to ask twice for an itemized list, or the changing rates. I've used them before and they did good work but all trust is out the window now. If you decide to use them, get them to confirm labor rates and how they're metered (prorated etc.) when you call to schedule, and stay on the technician to show you every single charge on their tablet before you pay because you won't get an itemized invoice emailed to you unless you call and pester them. It looks like they've been absorbed by a larger company since the last time I used them. I definitely won't be calling them again.

Jami B.

What a great experience from beginning to end. We had Carroll P&H install a split system in our basement. Courtney, Jeff, Matt and Damal were prompt, courteous and very efficient. The installation was done perfectly, very clean and organized and the final product looks and works great. It's hard to find good quality work now a days and these guys knocked it out of the park on all aspects. I will use them again. Thanks to Carroll Plumbing and Heating!

Sarah P.

The actual work done for an emergency fix was helpful but we won't be using them again because of their billing and pricing practices. They will bill you for a full hour ($120 + parts) even if they're only at your house for 15 minutes - the bill will not be prorated. For the larger job we needed done we got quotes from 4 different plumbers that ranged from $1400 to $3000, with theirs being the highest. The $3000 quote we were provided gave no breakdown of what parts would cost or how much time it would take. The plumbers who we ended up giving the work to were done in about 5 hours, and the price I found through Home Depot for the pipe Carroll Plumbing planned to use was $15. Even if that was rounded up to $100 or $200, it's still very hard for me to reconcile how you can get to $3000 at $120 an hour.

Jean E.

Wonderful customer service ! Excellent work. Repaired a HVAC duct in our crawl space under the house. Arrived on time, worked efficiently. Professional and friendly.

Lyrical M.

I contacted Carroll after 6 incompetent plumbing/HVAC techs came out and couldn't diagnose the reason my natural gas water heater would not stay lit. Four of the six incompetent plumbers were contacted after seeing their commercial. My water heater was still under warranty and none of the 6 plumbers knew the process to replace it thru warranty. Evan with Carroll came out and within 2 1/2 hours had my old water heater out, new one in, and my family finally had hot water and heat after going without for 3 weeks. So I want to give them a 5/5 stars for having empathy for my family's needs, for understanding and executing the warranty process although they didn't initially install, and their quick response time. Unfortunately, I must give a 3/5 stars for the follow-up call I had to make. A few days after install I contacted Carroll because there appeared to have been a stress crack of some sort in one of the bolts connected to a pipe, which caused water to bubble out. When the tech came out he initially wanted to replace the entire bolt which would have required him removing and re-welding the pipe, but he said the work required 2 men and because he was alone he could put some type of puddy on the crack and it would seal in a few days. Well, it has been 2 months and the crack appears to have sealed, however, the surrounding area around the pipe was scorched to death. I'm not sure if it is just cosmetically damaged or if there could be a problem eventually, but visually the thing looks horrible.

Marc A.

I called Carroll Plumbing & Heating based on a referral from another customer that had a good experience. An appointment was made for the company to send out a person to estimate the costs for the installation of natural gas in our home. I was subsequently contacted and informed that they DO NOT SERVICE residences on STREETS in the city of Richmond that HAVE LETTERS. When I asked why they were redlining parts of the city I was told that ""those parts of the city"" (where the streets have letters) are where repairmen are robbed. I live in a safe part of the city and am surrounded by numerous doctors, lawyers, college & medical students, and other working professionals. Myself and others around my neighborhood walk their pets late at night and haven't had any problems. Crime happens everywhere and is not limited to lettered streets. It's shameful that Carroll Plumbing & Heating utilizes redlining practices. As a result I will never use this company and will be sure to inform all people I know to use another company that does not utilize this despicable and dated practice. If I was able to give the company a lower rating I would have gladly done so.

Paige H.

We just recently moved to Richmond. A pipe in one of our radiators burst and hot water was streaming out. I called Carroll Plumbing and Bruce was here within 15 minutes. John and Marked joined him to fix the problem. They had it fixed and the heat back on within 2 1/2 hours! They were polite, professional and got the job done! We will use them for all future plumbing jobs.

Autumn C.

I love this company! I have used them for my salon and my home and each time they have been prompt, polite and very easy to deal with. I have had bad experiences in the past having unnecessary work done and being over charged by their competitors. I fully expected to have to get a new AC unit but they replaced the motor and told me things I could do in the future to avoid further unneeded costs. This company has been family owned and operated since the beginning and I plan on having a long relationship with them!

Courtney B.

Had to have 3 knobs replaced on a shower. Guy came out to check out the problem and told me he'd have to return to fix it. Charged me $135 for first visit. He quoted me $4-something for the job. Returned, fixed the knobs and I got a bill for $672. Called to ask why it was so expensive and they told me the guy didn't include the first visit in the quote. He knocked $45 off my bill to 'ease the pain' but feels like highway robbery. I'll be using someone else next time.

Jay C.

We had a sewer system blockage that we were unable to clear with a 75' snake so we called Carroll plumbing. We told them what we did, and that it did not work. They made us wait a day then showed up with a 75' snake. Obviously that did not work. They said they would come back the next day with a longer powers snake and a camera.

They showed up three hours later than promised, did not bring the longer snake. They finally had someone bring it, and it did not do the job. Then they had to call for someone to bring the camera, because they forgot that as well. When it finally arrived, they said they could not see anything because it was dark and flooded in the pipe (never could have predicted that)

After three days delay and not fixing the problem the owner told me I should call Stemple because he has the correct equipment for this sort of job, and that he just never felt like spending the money on it.

So a four day delay with no toilets or showers in the house and they tried to charge me about $800. We only paid $500 but I think this was a rip off because they never fixed the problem.

Do not waste your time with these guys.