Durbin Plumbing

We had a nagging issue with our kitchen sink/faucet, and Durbin came in and quickly & professionally did what I could not do: fix it! And, they were here when they said they would be. Definitely a fan!

I have used Durban plumbing for years, until my home warranty service wouldn't work with them anymore. But after four incompetent plumbers failed to fix my problem over a week-long period, and I was out 100 dollars for their non-service, I called Durbin and paid out of pocket. They were at my home the next business day and had my problem fixed in 15 minutes. Now I'm changing home warranty service providers to one that will work with durbin. Reliable, courteous, efficient, and timely-- they are a plumbing company you can trust.

They were professional, quick and courteous. We needed a new flushing system for our toilet and it works as it should without leaking. Great job!

Our home warranty company sent someone out to fix our ceiling from leaking from our upstairs bathroom. The plumber came out and ran tests to say needs caulking and left. The ceiling still leaks and the plumber did not fix our problem.

We have used Durbin Plumbing multiple times over the last couple of years for a variety of issues. The company is responsive and very professional. They explain the problem in layman terms and how best to fix it. Prices are reasonable. Today they replaced our water heater. In and out within 1.5hrs. We highly recommend them and we will continue to call them for any plumbing issues that pop up.

Replaced my water heater. Excellent workmanship and reasonably priced.

Only If I could leave 0 stars, this guy comes into my house from Durbin plumbing to fix a broken disposal unit, complains how my house smells, when he himself smells like 1000 cigarettes and probably does crack by his looks.
Without even doing anything he asks for checks first, my father was not home so he couldn't write a check, but this guys starts to threaten if you don't give me check, you are not holding your end of deal and i'll leave. I wish I had said 'get out of my house right now'!!!, but out of decency for the other gentleman with him, I stopped myself. is that anyway how to talk to a customer? who hires these kind of people, they show up at my house unannounced, and threatens me he will leave.
After all done, charges my insurance 350$, and puts down 2 hour worth of labor, and 150$ for the unit, funny parts is it only took him about 10 minutes to take the old unit out and put new one in, Bravo Durbin Plumbing Bravo, never again I am going to let these type of people in my house.

Durbin Plumbing is fantastic! It's refreshing to deal with a locally owned and operated company that cares about their customers and community!

One of your plumber just left my house and it wasn't a pleasant experience with him. He was just rude from the time he stepped into the house until he finish. Very judgemental about the fact that i said i don't have $350 to change the faucet and my husband can fix our own faucet. This boy started telling me how people supposed to work and save. Sounded like the house i live in is free or him coming to change the garbage disposal is free. Very rude , and unapologetic. If this company is the only plumbing company first american home warranty have in Louisville, i will reconsider. Very bad customer service.

Fast, friendly service at a fair price. I would highly recommend them!

Top-notch people here. Doug and his team have taken care of a tub leak that required a significant dig in my crawl space as well as a botched diy p-trap fix. Hahaha. Ooops. One big job, one small job. In both cases the experts at Durbin took great care of me. Highly recommend.

Durbin Plumbing is the place to call for your plumbing issues!

Doug and his crew have been the plumbers at Farmington Historic Plantation for several years now. Historic properties can be a challenge for any type of repair but Doug handles our issues, LISTENS when we have special requirements, and acts in the best interest of the site, even doing jobs outside hisvnormal business hours to accommodate our visitors. On top of that they're just nice people. If you value experience and honesty, call Durbin Plumbing.

I’ve used Durbin Plumbing for years. Always professional & I’m very satisfied.

Came out, said they would go back to the shop and get me an estimate, never called back. I called and checked in and they said they would get right back to me, then nothing again.

I have used Durbin Plumbing for home and business multiple times and have been pleased on all occasions. They have been reliable, professional and have always done the job right.

Called and had an appointment set up. Called on day of to confirm appointment, and was told they would have to call me back. Waited until scheduled appointment time with no call back. I then called again, as I didn't want to leave work and take PTO if they were not going to show, nor did I want to be rude and make the plumber wait if he were on his way. Tina said one of their servicemen had been in a fender bender and she would have to call me back. Fair enough. An hour later they called to say that due to the fender bender all their service guys would be busy serving all their other customers, and they no longer wanted my business and I should call another plumber. I guess because I didn't wait for them to call me back the first time, I managed to annoy them. Glad their service guy was okay, but thought the experience was unprofessional.

Amazing customer service and very dependable! I started using them 7 years ago and won’t use anyone else. They are honest and don’t sugarcoat what you need. As a single mother, I know I am getting the BEST out there!

I love my employees 20 years in business

My home warranty company assigned Durbin Plumbing to my home to fix my plumbing issue of no hot water on 12/18/16. After speaking with Doug from Durbin on Monday 12/19/16 he told me they would be out to my home on Tuesday 12/20/16 between 8-9am. They came on time the technician looked at my water heater, and later informed me that I needed a new water heater. He specifically told me we will contact your home warranty company to inform them of the situation, and we’ll call you back to install the new water heater tomorrow Wednesday 12/21/16. After a few hours went by with no response I called my home warranty company only to find out that Durbin called them and cancelled my work order saying, “They didn’t have time for me.” My home warranty people told me that Durbin was suppose to call me and notify me of the cancellation, but they didn’t.

I called Durbin back immediately and got Doug back on the phone, and informed him what his technician told me earlier, and how I don’t appreciate not being called, and to be told that they cancelled my work order. Doug became very unprofessional, and began to talk over me telling me he doesn’t have to call me, and that is technician made an error. I began to get upset, because now I possibly may have to wait another 2 days to get my problem fixed. Again, he continued to talk over me, and repeatedly telling me to call my home warranty company. When I told him I already did that he said it again very rudely and then hung up on me. I was furious that I was treated with such rudeness, disrespect, and poor customer service.

I called my home warranty company back and reported them, and they assigned me another plumber who came right out and fixed my problem. The new plumber informed me that my water heater didn’t need to be replaced, just a part. This tells me that Durbin was out for to get more money in replacing the water instead of the part. After reading several unsatisfactory reviews about this company being nasty to customers, not keeping appointments, and even calling customers names on the phone I wouldn’t recommend this company. Look elsewhere for your plumbing needs, because they truly suck at customer service.

I had some warranty work done was lil worried about the reviews I seen but I’ll tell you what the lady in office kept me updated almost daily got me in as quick as possible got me whole water tank an re piped that was old thanks again guys for your service

We have used Durbin a couple times now and they are so responsive and today was just a call about a 20 year old toilet that was leaking and Josh was so good, we knew we needed a new toilet and he got it installed today instead of us having to wait! He was quick and clean, great job!! Call Durbin for your plumbing needs!!

Terrible customer service and extremly rude owner.

I've used Durbin Plumbing twice through my Home Membership warranty. Both times, they've been a major help and had to replace pipes. Just last week they rescheduled some maintenance appointments to make sure a troubling leak was taken care of. This company is one I trust and depend on!!

Special shout out to Josh, who took care of the problem both times!

I had an emergency issue and couldn't find anyone except During Plumbing who could help. I am so thankful they could. The guys were very professional, knowledgeable and the pricing was reasonable. I even received a phone call a couple days later to check to see that everything was done to satisfaction. Great customer service.

Durbin employees did a fantastic job at my home. The owner and his employees were super helpful even with the small problem that was probably our own fault. Took care of the problem without a question and made personal phone calls to me to ensure that I was satisfied and understood what could and could not be done. They went above and beyond and we greatly appreciate their timeliness and quality work. Highly recommend Durbin Plumbing!

It's who I call.

When our hot water heater malfunctioned in the late afternoon, Durbin Plumbing was out within 30 minutes of calling. Their staff was incredibly helpful assisting with clean up and diagnosis. Doug was out the next day to replace the unit. Can’t recommend them enough!

Durbin Plumbing was very quick & professional when helping us with a bathroom leak! Thank you very much.

Used HMS home warranty to get my water heater replaced. Original call to HMS was on 7/12/2018. Spoke with a Durbin plumbing rep on the same day stating that they would come out on the following Tuesday (5 days later). Plumber came to house on time on 7/17/2018 and spent 10 mins to measure and collect deductible check. Over the next 5 weeks I received 1 call from Durbin saying that they need approval to order the part from HMS (7/16/18). I contacted HMS and approved this on 7/16/2018. Durbin called back on 7/16/2018 to say that they are waiting on the part to be delivered and that they will schedule a time to come out the following week. On 7/23/18 Durbin called back saying that they had the part and would be calling to schedule installation and that it would cost $163 to install (why this cost is added is confusing to me). I reached out to Durbin on 8/1/18 and again on 8/9/18 and was told the same thing. On 9/5/18 I received another call from Durbin asking if I still needed service.... It is now 9/12/18 and I have called HMS and am cancelling my service with Durbin as they have no sense of urgency or follow through. Do not use them for warranty service!

Edit 9/20/2018: Complained to HMS on 9/12/18 and spoke with Markeesha. She assured me that Durbin Plumbing received notice (email) that the water heater arrived on 7/31/18. HMS then attempted to reach out to Durbin Plumbing with no success just as I never reached anyone when I personally called on 8/10/18 and 8/31/18. HMS called Durbin again on 9/12/18 and 9/18/18 with no answer.

In light of Durbin Plumbing's response to my review, I am leaving them 2 stars instead of 1 since it is not their fault for the delay, however they never called to inform me of cancelling service or refusing to work with HMS. This resulted in what is becoming a three month ordeal. Justified rating because of the the capitalization of their response, refusal to answer calls, and general lack of concern.

I wouldn't call anyone else for our home or business. And I have 2 plumbers who are close relatives. Doug and Tina and all of their staff have always been very professional with us. I see a lot of their negative reviews seem to be from working with home warranty companies. It makes me glad that we don't have a home warranty. I have had so many positive experiences with Durbin. My water heater went out. They were on their when the old one started spewing water all over my basement. I call Doug and he walks me through turning off the water to the water heater and he high tailed it to my house. When we had the flood several years ago I woke up to 4 feet of water in my basement. Our old sub pump decided that would be the day that it would die. I called Durbin at 6:30 am. There was a plumber at my house within an hour. Water gone in another hour, sub pump replaced in minutes.

I called Durbin to schedule a hot water heater replacement that went out in my rental property. First, they said right away, let me rearrange the schedule so that we can get this done today. I already had relief that they were willing to do it that day. I had a technician call me and talk me through what was happening. Long story short he told me to check the reset button on the heater and that it just tripped the overload. He asked the right questions and diagnosed it over the phone. As soon as I pushed that button I heard the heater kick back on! I then jumped on the phone to call Durbin and thank them for the help, free of charge I might add.

This is what I look for in contracting work. I can tell this company cares and does work just by how they helped me over the phone. I would like to add I called two other (larger) companies for the same work. One said they couldn't make it out until late next week and the other came out, looked at it, and said yeah it's broken then also said they can't get to it till next week. I was put at ease as soon as I called Durbin. I will recommend them to whoever needs a plumber and will use them from here on out.

Very nice great place

First plumber I called during the 30 degree below zero period, and they had the best plumber out within 48 hours!! Amazing, professional, and HONEST!!!!

Doug Durbin himself came to my house when my sump pumps shut down and I had 4+ inches of water standing in my basement.
Doug was fast and efficient and installed better pumps than I had before.
I am very happy that I got this referral from the St. Matthews Chamber of Commerce! I love my Chamber!!

The Durbin plumbing team is great! We were in a hurry to fix a plumbing issue. Tina was able to get Josh out to our house quickly. The work was done properly and efficiently. Would definitely recommend them!

They were quick to review the issue and make the replacement. Pleased with their service.

Called yesterday at closing time and they were out first thing this morning to fix a clogged sewer drain. I have a small office with one bathroom. We had dozens of clients scheduled today and are glad they were able to take care of the situation right away.

Worst ever. I have never felt the need to review a company the way I feel I need to review this one. The man I spoke to on the phone (who I believe was named Doug) was a COMPLETE jerk. They were a no show to their appointment a week ago. No big deal, these things happen. So I called them to check up on it afterwards, and he said he didn't see my name on the board. He asked when I called. I said I called yesterday and spoke on the phone with a woman to make the appt.

He said hmm did you speak with Terri? I said that may be her name. He said well there isn't even a Terri who works here, and as a matter of fact there weren't any women in the office yesterday at all, and started laughing. Basically calling me a liar!

I said, except for the fact that I called at 10:29AM yesterday and spoke to a woman with your number for over two minutes to make the appointment. I have the call logged.

What a jerk. Tried to put me in a lie, and then call me a liar for falling for a fake name. Unbelievable. After seeing several reviews of their poor customer service I should have known.

I should say, however, that the actual plumber he ended up sending was friendly and did a nice job, but I will never be using Durbin Plumbing again.

A couple of weeks ago, I noticed my hot water was not working right. As a new homeowner, I contacted my warranty company which directed me to Durbin Plumbing. I was a little nervous after I read some reviews, but when I finally met Doug and the gentlemen that were tasked with my repairs, I felt like I was in good hands.

They received my call on Thursday, came out to diagnose the issue on Friday and contacted my warranty company and received approval for my repair early that next week. When the repair didn't go as expected, they apologized for the inconvenience and made sure to come back the next business day to finish everything.

I'm happy to report that even with having to deal with my home warranty, they were able to resolve the issue rather quickly (less than 7 business days), and they were willing to work with my work schedule to find a time that worked for everyone.

To address some other reviews, the gentlemen that serviced my water heater were very personable, and I enjoyed talking to them while they were in my condo. Doug was also kind and straight forward.

Thank you, Durbin Plumbing. I'll keep you on my list for the future!

Scheduled through my warranty company. Never showed nor called and when I called them was told “oh I didnt know how to deny it ans we don’t service your area. We don’t come that far into Louisville.” Funny, because it shows that this company is a Louisville based company. I live in the west end of Louisville near the parkway so do with that as you will. Smh. Very unprofessional

Durbin Plumbing went above & beyond for me! I had a water leak & Doug was determined to fix it before leaving my home. It was in a really tough spot to get to but that didn’t stop him. Im really thankful for their service & I would recommend them to anyone.

My normal plumber was unavailable so I took a chance on this plumber. They came the same day I called. However, he charged me 300.00 to replace faucet and install an under the sink filter. Outrageous!! Won't call them anymore.

One of the plumber's from Durbin came to my house as a contractor for my warranty company on 10/29/2018. They didn't leave a card or even a receipt from where I paid my 75 copay. Fast forward to today 11/2/18 and I called today to get an update. I was told by Tina that they had to find out who the plumber was and she would call back. Two hours later after I checked my online claim with the warranty company I called Tina back. I was told Mr Durbin would call me in 30 minutes with an update. I have never received one. I called my warranty company and after holding for 30 min while they called Durbin's they finally come back and say that Durbin's is claiming they cant get to my FLOODING BASEMENT for two more weeks. Why did I wait so long? Because on tuesday I also found out my child needed emergency testing on her kidney's so I thought well they will call and put it on the back burner. I now have a continuous leak into my basement and have to wait for another plumber to find a way to fit me in. That ladies and gentleman is crappy service. And even if they keep this from their website it will be on yelp and google. **Edited to add **Tina got my review and called and said that I couldn't be found by her because she had not heard from me in ten days and that I had been moved to the completed folder.. FUNNY. The CHECK was dated 10/30/18 so someone also needs some math classes. She also tried to put it off on the warranty company as well.. CLASSY. Yes I hung up on her. She also did not call from the office number. looks like a cell phone number **** edited to add a plumber was here yesterday and Durbin's plumber said that my whole plumbing from Wall to ceiling had to be replaced that it was because of tree roots.. shows how good a plumber he was.. it was a copper water line that had a HOLE in it.. it took him 40 min to fix it and that was it.. ***EDITED for third time*** today I received the copay for the warranty work back from Durbin's with a note hoping my child is ok. I try to be honest and upfront at all times so Tina from Durbin did try to make amends. Thank you Tina for the well wishes for my child. I appreciate the gesture and the sentiment with which it was sent.
Dawn Skaggs

I was assigned to this company through my home warranty. After being assigned to them I had to call them 2 days later to get a scheduled appointment another 2 days out. From there the kid showed up and spent 10 minutes looking at the problem, misdiagnosed, and said he was unable to fix today and would need to come back at another date because it was a 2 person job that would take 2-3 hours.

1 more day passed and I called again and the assistant setup my appointment for Monday after Doug said he would call me back in a few hours. Well, today (Friday) Doug called me and said that the home warranty wouldn't cover it because it was a faucet related issue. I asked Doug how Scott had diagnosed that in 10 minutes without being able to see through the floor or walls. He then told me he would call the warranty company and verify the coverage with the warranty company, but the estimate was $400. I called my home warranty and they said the claim was denied because it was a non-contracted fix from a pre-existing issue and the contractor said the pipe was twisted and at an angle.

At this point I called Apex Plumbing; 3 hours later they showed up, took a 3'x2' hole out of the wall, fixed a pipe that was not soldered, but just laying inside another pipe and a joint that was cross threaded. The total out the door was $205.

Needless to say, had Durbin been professional and helpful they wouldn't have lost a customer. However, every time I talked to them they brought up the fact that I was a warranty vs a cash customer. I bought a super old house that a warranty was much needed; and I realize not everything will be covered, but having a professional experience to ultimately get the problem solved in a timely manned (under a week in this case) is much appreciated.

If you get this company on a warranty I would ask to be reassigned to a better company. If you're using them as a cash customer then I recommend Apex; as they are much more professional, thorough, helpful, responsive, honest, and full of integrity.

Great group of people! Thank you Tina for taking care of me, you made my day!

Very professional and would use them again and tell my friends of their work ethics.

As a new and first-time homeowner, I had several questions about items that were identified on our home inspection. Doug was kind enough to explain these issues to me and helped prioritize what needed attention. His service was professional, punctual and much appreciated! Thank you, Durbin Plumbing!

Josh replaced my toilet, wax seal, guts, and shut-off all within in about an hour, including removing the entire old system. He cleaned up any mess promptly, and sucked out all the old toilet water that was in my old commode. He was pleasant, courteous, and educational. A true professional. Thank you!!! This was his second time to my house- the first time he repaired my garbage disposal in about 15 minutes, again explaining why the system failed and educating me on how to prevent it on the future. Ask for josh if you need a plumber.

I worked with Doug who was very friendly and personable on the phone ... he and another man were at my house at 10:00 AM the following day. They were funny and kind but also completely professional. They fixed my garbage disposal within minutes and the charge was EXTREMELY fair. No service call charge at all. Durbin will be my first and only call in the future.

I can't say enough about my experience with Durbin Plumbing. I've used them twice in the last year. They were professional from my first call to when the plumber walked out my door. The plumber called to confirm he was on his way when they said he would. He was efficient, knowledgeable, polite and honest. He fixed my issue in no time. No muss, no fuss!
I highly recommend them!

We had a master bathroom sink faucet that was leaking from the base. Durbin Plumbing came and made a simple part replacement and got my leaky faucet fixed in minutes at a very affordable price. I highly recommend Durbin Plumbing!

After waiting through our appointment time, we called to figure out why the plumber assigned to us through our home warranty company had no-showed and whether we could arrange another time to have him/her come out. Tina, the receptionist, was immediately defensive and said that we had copped an attitude with her. Um, what? Alright, everyone has bad days. Tina said she'd reach out to the plumber and he'd get back to us. Later, a call comes through from Doug Durbin, the man himself. We let him know that our appointment time was missed and we'd like to arrange to have someone come out. He says, I heard you got into it with my wife. Don't test me! Don't **** with me, and don't **** with my wife! and hung up the phone. Is this real life? We made an appointment. The appointment was not kept. We called to arrange another time for the appointment and got cussed out and hung up on? After this incident, I began to read the reviews and see that we are not the only ones who were met with rudeness and a lack of professionalism. There seems to be a pattern with home warranty customers. Perhaps save yourself the time and headache and ask to work with another company. Durbin Plumbing is not professional enough to be worth your time. Next step is the Better Business Bureau.

These guys did an amazing job. Just bought a new house that had a home warranty And the garbage disposal went out. they came out right away as planned replaced everything necessary fought with the home warranty people to make sure everything was covered Did a few extra little things at no charge and went on their way. Can’t recommend him highly enough.

As you can see I’ve alread written a negative review in this company. I would just like to point out that almost all the reviews had the same complaints as I & were addressed the same exact way. Excuses, excuses &
more excuses. Some are very similar excuses at that?? The owner is a hot head & the receptionist / scheduler is sub par at best. I’m sure the warranty company keeps you on because you’re cheap, period. There’s no excuse to
Leave people hanging & not even have enough respect to call & reschedule. If you do your jobs properly you wouldn’t have to apologize nor make excuses. Wouldn’t that be nice?

I would HIGHLY recommend Durbin for any plumbing need! I was pleasantly surprised when they could get me in earlier than expected! Service was professional and fast, but thorough! The Durbins were an absolute joy to work with!! Would 11 out of 10 recommend them!

I had a hard to find leak coming thru a ceiling. Durbin scheduled quickly, came out when scheduled, then spent the time to do detective work. In the end he found a caulking issue rather than any real plumbing' per se. Great resource! I'll be calling them again with my next plumbing need.

Family owned and locally operated. Quality service that makes you feel important. I appreciate their attention to detail.

We received outstanding customer service from both the dispatcher and the plumber. They scheduled quickly, showed up exactly when they said they would and were exceedingly professional. This was a warranty repair for us through Home Membership, but the cost had it not been was still going to be reasonable, as the plumber told us the regular cost. I would highly recommend Durbin.

We called Durbin Plumbing because we had a leak in our outside waterline. They were quick to respond and honest with their feedback. They let us know, over the phone, they needed to come look at the job first before scheduling us and possibly wasting our time. There were quick to send someone out. They weren't able to do the job for us but were honest with us about it and referred us to another company. I would highly recommend Durbin Plumbing because of their honesty and quick response, two things that are hard to find in the plumbing industry. I'll definitely call them again with any other plumbing needs. Great local family owned honest company!!

Under home warranty they were good.

I had a major issue with a sewer line backing up into my garage. They were incredibly fast with getting that issue fixed. While they were here, we discovered another leak in my garage and were able to quickly fix that as well. Scott and Josh were the plumbers who worked at my house and they were so friendly and patient with not only my questions, but the questions of my 4 year old who now wants to be a plumber when he grows up!
Would absolutely recommend Durbin Plumbing for any plumbing issue!

as of today 2018 i will never use this company again!!!!!! the actual plumbers that came to my house were very professional however the owner was a complete A__hole to my wife on the phone and got upset when we asked about charges for the work. He and his wife act like they don't care!! He lost his temper and his business from my family and hopefully everyone who reads this.!!!!!
there is no room in any industry for owners that treat customers like DOG ____on the phone.!!!!!!!

Durbin Plumbing has repeatedly been unprofessional and unorganized. The person, Tina, in the office can’t keep track of scheduling. Has rescheduled or canceled over three appointments with miscellaneous excuses. None of them being her fault (of course). Their main plumber is a chain smoker that spends more time smoking and yapping than he does on actual work. The owner is a horrible hothead and 100% unprofessional. Plumber always blames the office. Office blames the plumber. These people should not be allowed to participate in any warranty repairs. Homeowners pay a lot for a warranty and deserve professional treatment. If I could give them less than one star I would. Beware & always read recommendations before choosing a company.

Awesome Company!Very friendly,honest and reasonable rates!

We were assigned Durbin Plumbing through our Home Warranty Provider and I cannot say thank you enough for their great service. We called our Home Warranty Company on Tuesday evening to explain that our hot water tank was leaking, I got a call from Durbin at 8am the next day and they were at my house by 8:30am to inspect. I got a call on Thursday morning at 8am saying they would be at my house by 11am that day to install my new hot water heater. Service was great, super fast, and Josh and Joe were extremely friendly and helpful. Thank you to the team at Durbin!

I needed my water heater replaced because it was leaking and Durbin Plumbing came out that same morning and replaced it before lunch. The tech's that came out wore masks and gloves and were very respectful for social distancing and were glad to only use the back door so my wife and kids could stay distant as well! A+ from us!

Had a toilet replaced recently and called Durbin Plumbing to come out. Their tech was awesome, and their pricing was very fair. They were on time, and courteous. I highly recommend Durbin Plumbing!

As a business consultant very familiar with Durbin Plumbing, I'm having a little trouble reconciling these recent negative reviews. I know that Durbin Plumbing is currently going through exponential growth and working hard to insure all their employees are of the quality that properly represents them and the works in the very best interest of their customers. As they are adding and training new employees, occasionally schedules/appointments do need to be changed to insure that their customer will receive the best possible service. The tripling of warranty company referrals would not be going to this company if they were not offering outstanding customer care, especially since Durbin Plumbing is not the least expensive plumbing company available.
As far as the comments pertaining directly to Mrs Durbin, Tina, not knowing what she is doing....Mrs Durbin has an MBA and 35+ years in customer service . She most certainly knows what she is doing. She has always impressed me with how well she is able to calm down a stressed (and sometimes unreasonable) customer so she is able to address any problem and arrive at a satisfactory conclusion for all parties involved. That having been said, not everyone can be reasonable. When employee medical emergencies cause appointments to have to be modified, there is nothing to stop someone from posting unreasonable reviews of the situation.
Personally, I would never use any plumbing service other than Durbin Plumbing, unless they were not available when I needed them.

A great company who goes the extra mile.