Touchstone Plumbing

CC C.

I do not recommend Touchstone. I called them to install a new gas oven. The plumber showed up with no supplies for the install. He said he wasn't told he would need supplies for an oven install. He did unscrew the gas pipe in the kitchen and screwed in a shorter one so the oven would fit closer to the wall. He was gone within 14 minutes. We ended up installing the oven ourselves after two trips to Lowes for parts and a lot of time and frustration. Then Touchstone billed me for an hour of work. I contacted Touchstone and asked if they would reduce the charges since they didn't do the job I hired them to do when I agreed to the hour minimum charge. They told me they would not reduce the bill. We will not be using Touchstone Plumbing again.

Pip P.

So these guys, care nothing for quality --spend hours installing water lines and not having the right parts for almost everything. A bill for two thousand dollars is what they want for lack of project managerial experience. So after asking for an itemized invoice for "parts" that cost over $2000, (also the plumber disappeared at McCoys for two hours) plus all the smoke breaks Keith took on TOP of their office calling him incessantly--which of course they billed us for! In short, thousands of dollars and a remodel, and these guys couldn't care less.

Doni M.

Last summer, I purchased a new commode for my downstairs bathroom, from Home Depot. They set me up with ARS Plumbing to install the commode, and when I saw they were a 'subcontractor' I called Touchstone Plumbing -- less than 5 miles from my home, and the good folks at this family owned business offered to install the commode for a full $50 less than ARS Plumbing, who said they would rather not have my business at all, than install for the same price. I've had no trouble at all with the commode. It works perfectly.

TODAY Touchstone came out to replace my garbage disposal and they were done in less than one hour!

The price was $210 which seemed high to me, $140 to remove, and replace with no garbage disposal.

I did get the replacement, for $210, and they are graciously billing me so I am able to pay in installments.

If you want superior service, and you prefer to use Austin owned businesses, may I suggest you give the good people at Touchstone Plumbing your plumbing job. They do good work, and did not seem to mind my tears at the unexpected cost, and are working to help me pay -- as mentioned -- in installments.

Jeffrey H.

New range only was recessed in the back at the very bottom, so I needed to have the gas pipe behind the wall lowered and shifted. The quality of the work was good and the price was reasonable.

T R.

CUSTOMER BEWARE - OVERBILLED:
In the process of wrapping up a project, Keith broke a part and had to go to the shop to get a replacement. He said he would not charge for the time to get the part since he was the one who broke it. He was gone for about 45 minutes, returned, quickly wrapped up the project and went to write up the invoice.

When handed the final bill, he charged 2.5 hours for what should have been about 1.5 hours of work. When I questioned the invoice, he said that there was an added 30 minute travel fee to get to the job - which I pointed out was never mentioned in my detailed call with the office or when I reconfirmed costs with him when setting up the appointment.

His math never added up -- I should have continued to argue the bill but I was so stunned by the sudden "added fee" and blatant dishonesty -- it was just awkward. Keith totally took advantage and knows it.

What a shame! I so wanted Touchstone to be my go-to plumber --
on-time, efficient, personable and good work. BUT PADDED THE BILL!

Cecilia B.

We've used Touchstone for a number of jobs in our rental unit and as far as I'm concerned, are THE plumbers to go for when I have an issue. Their pricing is fair, their team is honest, and they are on time. Mr. John Touchstone stands by his work.

We will not be changing plumbers until he goes out of business.

Kathy S.

Our gas was disconnected and the gas company left us a note that we needed a plumber to make a repair before our gas would be turned on again. Touchstone resolved the issue by making numerous phone calls. The gas company made all the repairs and Touchstone did not bill us even thought they made numerous phone calls and even one trip to our house. We have used them previously and have always had a good experience.

Carmela S.

We had a plumbing emergency at work and I called a ton of companies and independent plumbers but, wasn't able to get anyone seeing it was the Friday of Memorial Weekend. Also, everyone was backed up for weeks and the water seeping through the walls couldn't wait.

I contacted some contractors who had helped us in the past and they found this company to come out that day to at least assess the situation and shut the water off to the area. It was 3:00 p.m. when they showed up which was just two hours after the call. They were short handed so, I really appreciated it. The plumber cut into the wall and found there were 3 screws that were in the pipe. Left over from our old tenant hanging a rack on the wall and over time the sewage had eaten through the screws and they were now leaking. YUCK! He went out to the street and found the shut off valve and shut it off before he did the work and then turned off the water in the bathroom above and returned on the main so, our tenant could use their restroom. He said he would be back next week to fix the problem. They came back out on a Wednesday and he quickly fixed the issue and explained what he did in terms that I could understand.

From start to finish this company gave amazing customer service from the lady on the phone to the actual plumber. I am very grateful that this company was able to help me out and the pricing was very fair considering the emergency situation I was in. I would definitely call them if you have any plumbing issues.

Meg M.

This was the worst experience I have ever had. I had John put in a tankless hot water heater and it has never worked. It takes 10 minutes for the water to warm up enough to take a shower and it is on the highest setting (140), and it often will only last 3-4 minutes. I have tried to get them to come to repair it and all you get is the run around. This last time I had to call every day for 10 days and was told that I would get a response as soon as John "came in the door", was told that they would come out on a Friday and then on Friday was called and told that Clarke Kent plumbing handles all tankless warranty work. It is now Tuesday. Clarke Kent is here and of course labor is not included and I am out at least 195.00 (no fault of Clarke Kent). Stay away from this company... they do not stand behind their product or honor their warranty, their word or work.

David B.

I'm surprised to see several negative reviews, since my experience with Touchstone has been the best. Perhaps it's a matter of who the actual plumber is. Ask for Emmett. He's "my personal plumber" and I've been happy with him for at least 20 years.

Here's an example. I am friends with an intellectually disabled man who recently moved into a condo. Within days of moving in, the knob that controlled the shower broke. My friend called me and I called Emmett. He came out quickly and fixed the problem. I called to ask the charge? He simply said "no charge--I was glad to give the guy a break."

Will your repairs be free? Of course not. But when you're dealing with Emmett, you know you're dealing with a class act.