Touchstone Plumbing

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.

Nicole R.

I've used Touchstone twice now. The first time was for a broken seal. They came out the same day and had it fixed quickly. I think that was $110. The next time was for a different bathroom toilet. Another plumber had explained that the fix was going to be time consuming and costly, and involve removing the tile in the bathroom around the toilet base. Touchstone's guy came out the following day and had it fixed in about an hour. It took a bit of welding and some plastic bolts were replaced with steel ones. I think this ran around $190. A few days later the toilet began to run so I called back. They were out the same day and had it fixed in less than 30mins at no additional charge. The office called back the next day to make sure everything went well. I think these guys are good ole' boys who get the job done well at a fair price.

Raymond W.

Touchstone bumped my scheduled appointment for a higher paying job elsewhere. I had scheduled an appointment with them for first appointment (10:00 a.m.) the next morning because I had several other commitments later that day. I told them I was picking the first time slot the next day because of my other commitments, and they assured me that the plumber would be there around 10:00 a.m. the next day. On the morning of the appointment, I took off from work and I waited at my house until about 10:20 a.m. with no plumber or call, then called Touchstone to find out where the plumber was, only to be told that they had received an "emergency" call and sent my plumber to that job and that he should be at my job by 11:00 a.m. They were silent when I asked them if the "emergency" job involved a higher hourly rate or a premium charge, and whether they had pushed me back in the schedule for more money. Because at that point the plumber was not going to be able to finish my job before my next commitment, I cancelled my appointment that Touchstone's apparent greed had already blown up. Customers should come before revenue. I do not plan to use Touchstone again.

Azul P.

Touchstone came out to bid a job and nothing. I called and got another person out to look, but still no bid. He asked how I got his name, when I replied "Angie's List" he said he wasn't really looking for new business. Wow, that kind of takes the cake and wastes my time

Mathis K.

This is simple. The service they provided was great. The two plumbers who came to my house worked very timely, explained the job to me and did good work.

When I received my invoice, the cartridge required to fix my tub was priced at literally twice the amount that I could have purchased it myself from Lowe's or Home Depot. When I called to inquire about this, the person who took my call acted as if this was the most normal thing on the planet. She told me that, "of course our price is more, that's how we make money." When I said that I assumed you mad money off labor, she told me, "no way." Having worked with enough contractors in the past to know that no company upcharges on materials from retailers like Home Depot who already upcharge the wholesale price from the manufacturer.

So if you want to be charged double for any potential materials you might need to get the job done, go ahead and give these folks a call.