In the home service world, 99% of our customers are great. They understand that showing up on time, diagnosing a problem, and making professional repairs takes time, skill, and equipment — all of which cost money to provide.
Then there’s the 1%.
Recently, a customer who we helped over two years ago reached out because his backflow preventer had a slow leak — something that happens naturally over time with outdoor plumbing due to wear, weather, and shifting ground. We responded quickly, sent a technician the next day, and resolved the issue on the spot.
The total charge? $60.98 — our standard service fee for dispatch and labor.
He paid it, then 30 minutes later left us a one-star review, complaining that we should have done the work for free. Why? Because we installed the unit two years ago and we’ve done his annual backflow testing since.
We attempted to explain (politely and privately) that the issue was not related to the original installation and therefore fell outside the warranty. But instead of appreciating that we handled the issue immediately and at a reasonable price, he doubled down, claiming our 15-minute minimum was unfair and that any company that “cares” should absorb the cost.
Let’s be clear: no reputable company can stay in business by giving away free labor and travel time on demand.
This blog isn’t about that one customer. It’s about a growing mindset we’ve seen: the idea that good service means free service.
It doesn’t.
Good service means showing up. Standing behind your work. Fixing things fast. Charging fairly. Communicating honestly.
And that’s exactly what we did.
If you’re looking for a professional company that treats you right, responds quickly, and solves problems — we’re here. But if you’re looking for free labor two years after a job, we may not be the best fit for you.
