Professional Plumber, Great customer service but Pricey Disclaimer: " I was reached out by Marty after my poor review for the company and he did a great leadership in resolving the conflict, addressing my concerns and helping with expenses by offering Compensation. I am re-writing the review as I felt I was valued as a customer" We had a leak in the kitchen caused by a broken pipe inside kitchen wall. Marty came over and said that to avoid damage to cabinets, it's best to access from outside. He offered us 3 option ranging from $900 to $2600 and then $ 4100. The $4100 was for full renovation of drainage system and accessing the pipe through the exterior wall of the house. We went with the highest quote as we wanted things to get fully fixed and have warranty. Honestly we were really surprised with such a big number. Unfortunately there were several things that we expected Marty to discuss with us or do: 1- As a professional who has been in this business for many years, we'd expect them to at least consider other options such as mold possibility under kitchen flooring and behind cabinets so we don't go through with something that we had to redo again and double pay. He mentioned the possibility but did not advise us to first have someone make sure of that. 2- Quoting and charging the customer after doing the job as It give me a better idea that the price I am being quoted is based on the labor and material that have been done and used and not just an estimate. When we figured there was mold we had to rip the kitchen off and we talked to Marty several times to which he was responsive as he is good at listening and communication. Marty took off $700 for a portion of work he had not yet completed (making access panel for future inspections). Then we were left with a $3400 bill which insurance did not cover. Marty had mentioned that they don't work with insurance but we did not know it would become such a hassle. So we learned a hard lesson to work with companies that directly work with insurance in future Overall, we ended up being happy with these guys after Marty showed that he cared about his customers and is ready to help with the finances and offered ways to reduce cost (we asked him to take off his 5-year Warranty which saved us $600). However, we had lots of headaches with running plumbing bills y insurance which was not their fault. Marty is a good guy and he is really good at communication and listening to your concerns and this is his strongest suit. He is also professional in his job. If you decide to go with Marty, you will have good service and customer care, but it will be more expensive and you have to deal with insurance yourself. read more

We needed a new sink and faucet installed in a kitchen remodel and also wanted an estimate on an interior shut off valve. He looked at the sink then went under the house to look a shot off sites and told me I had a gas leak. Then spent 45 minutes crawling around looking for a gas leak before go to his truck and coming back with a tablet showing 3 estimates, $1200, $1800, $3600 depending on how I wanted to address the gas leak. I said no thanks and said I'd call the gas company. He advised against this. I thanked him and showed him out, then called True Blue Handyman who has done work for us before. He came over on a late Friday afternoon, found NO gas leak, and installed the sink and faucet for $300. We later had him return to do the shut off and another outside faucet Mortenson had looked at a few years ago and said was another $2k dollar job. True Blue replaced it and did the shut off for $715. That's HALF what Mortenson quoted for one job. NEVER WAS A GAS LEAK. YMMV but be wary. read more

I scheduled an in-home appointment for a technician to inspect a malfunctioning water heater. There was a $200 service charge for the visit, which would be applied to the final bill if work was performed. Marty arrived and was professional. I explained the issue, and he spent about 10 minutes inspecting the house, including checking the roof. He identified the problem as a missing filter at the base, which caused the unit to overheat. He also noted that the shutoff valve was located on the back, and its handle had fallen off. I asked for options, including the cost of a new water heater. He presented three options on his tablet. The first, at around $850, would get the water heater operational again, though I wasn't clear on what that entailed. The second option, priced at over $2,000, included repairing the heater and adjusting the pipes to improve access to the shutoff valve. The third option was a new water heater for $6,300. This seemed unreasonable, considering water heaters typically range between $500 and $1,000. When I questioned the price, he insisted he needed to charge that amount to stay in business. I was shocked by the quote and decided against proceeding, paying the $200 service fee instead. It felt like a tactic to overprice repairs, leaving homeowners no choice but to pay the service charge. I called a reputable plumber the next day, and they replaced the water heater, reworked the plumbing, and installed a new shutoff valve for a total of $2,000. read more

I have used Marty before and remain impressed with the quality of his work, how he stands behind his work and how he is prompt and thorough in service provided. read more

My water heater went out, I booked an appointment online with Mortensen Custom Plumbing. The next available opening was several days out. Marty called me the next day with an unscheduled opening. He came out, within a couple hours he replaced the water heater and even helped me out with a couple other issues. The service and quality of the product were top notc. I will definitely use Mortensen again. read more

When I took over in that office, there were a lot of problems and I was limited in cash. I chose the middle of 3 options presented. It took you a few hours and was 4-5x the cost of a competing company. I gave you a chance to make it right. You removed everything that was installed. THESE ARE VERY PREDATORY BUSINESS PRACTICES. Taking advantage of people who are naive to market prices is terrible. Not a good way to do business. read more

I live 30 miles out of flagstaff and have a break in my water line, they said they would be happy to help, until they got my adress and realize i live in Leupp, az on the Navajo reservation. They just said they don't service the reservation. My mom just had surgery, her water line broke, she wants it fixed before she comes home. Completely refused service. Not very helpful company for people that are willing to pay and in need. read more

My neighbor referred Mortensen to me saying he was the highest quality plumber in Flagstaff, but probably "not the cheapest." Hard to find quality these days so I jumped on the recommendation. Marty showed me three different options for my project at different price points. Ultra professional throughout. Excellent communicator. Friendly. Patient with my many questions. I will definitely call Mortensen plumbing for any future projects! read more

Since the first phone call to the last work day (in 68 mph wind). Mr. M. Mortensen was truly a professional and completed so much work on my 60 year old house. His assessments were spot on, and he completed his work with a pride I have not seen in awhile. I would highly recommend Mr. M. Mortensen not only for his great work ethic; but for his knowledge of plumbing systems and "can do" attitude. Mr. M. Mortensen also was patient with my endless questions and was able to guide and suggest things I could do to keep my home safe and running soundling. Long live 60's blue toilets!! And....Mortensen Plumbing. Flagstaff is a word of mouth town, and I plan on making my experience known to all my "next door neighbors". Thank you for such great service! read more

Overall, I had a very good experience with Mortensen. Chad, who worked on my project, was very professional--he showed up on time, was exceptionally courteous, and got the work done quickly. He was upfront about the charges and there was very good communication with the whole team. We have had no other issues with the repair and I also appreciated the follow up afterward to make sure everything was okay. I will concur with other reviewers, however, that this is NOT inexpensive. Yes, this is the most money I've ever spent on a plumbing repair. On the balance, however, it was worth the extra money to me to 1) not have to do it myself, or 2) wait around all day for someone to show up, like I have in the past, and have to supervise every minute of their work. I'm willing to pay more for the piece of mind that the job is getting done right the first time. read more

The entire team communicates very well! Everyone is bright, clean, cheerful and knowledgable. From the time I recognized I had a problem (gunked up water heater and subsequent blockages all throughout the house) to the time my entire house was back to regular water pressure might have been 3 hours total. Erin is also very responsive on the Facebook page, either to direct you to resources or to sign you up to have a tech come out. There is an $89 charge to have a tech come out to your location, but that is applied to any work that gets done, so you're not just paying it extra. That's smart. I don't own the home I am in, though I am the property manager. They insisted on calling the landlord before stepping foot in the house, which I know he appreciated. The issue was explained to me and then to the landlord, who paid to have everything fixed. It was done *Fast*. Very highly recommended. They can consider me a loyal customer for any of my properties. read more

Super service. Marty is patient, thorough and respectful, he answers all my questions and tells me things I need to know that I didn't think to ask. His work is high quality - I don't have loose handles, misaligned fittings, slipping parts like I have had over the years after other plumbing experiences. The first job he did for me was 2 years ago, and all the pieces he fixed continue to work so smoothly. He takes the scary out of plumbing problems. The biggest marker for me, though, is integrity. I sense the highest integrity in Marty - he is a craftsman, not a used-car salesman, and that shines through clearly in his communication style. I most highly recommend him. read more

Marty is as professional as they come. Great service. Even better: we made a new friend. Your plumbing search can stop right here. read more

I am sad to say we did not have a positive experience with Mortensen Plumbing. Two items really ruined the experience. First, the plumber showed up three hours later than his scheduled appointment. Second, when they provided us a quote to replace our 50gal water heater the price was $3,821. Really, who pays $3,821 to have a water heater installed. I have replaced a lot of water heaters in my day and they do not cost that much. In fact the one they recommended is at Home Depot and we can get the water heater and installation for a total of $1,100. I was in Phoenix and my wife was taking care of this. It really does feel like they were trying to take advantage of her. Bad decision! She is fully aware of the cost of construction items and their related installation services. I would not recommend Mortensen plumbing under any circumstance. They should be ashamed of themselves for this sort of practice. read more

We have always been happy with the fast and courteous service by Mortensen. They have done repairs and installations in our home and have always done a thorough and professional job. In one case where there was a problem, they followed up quickly and made a corrective repair at no additional charge. Erin is always prompt and friendly with a follow up phone call to be sure that all the work is satisfactory. We purchased a maintenance plan with them and they initiate regular visits to test our plumbing and to flush out the water heaters. Yes, it was a big expense but we believe the quality of their work and their responsiveness is worth it. We would certainly recommend them to others. read more

Marty, Clay and Erin are wonderful to work with. Always courteous and friendly, they go above and beyond what is expected. Marty has even assisted us with an insurance claim after a lightening strike. Best plumbing company we've ever worked with in the Flagstaff area. read more

Marty Mortensen, the owner, contacted me and came out to see the what work was done. He sympathized with my complaint and give me gift cards for future work. As I said in my original post, the owner was very responsive and now I can say he also responds to less than stellar reviews on Yelp. Thanks again, Marty. read more

Great service and response by Marty. The on-line appointment booking was very convenient. Marty was punctual, professional and very flexible with my schedule. He communicated frequently via email and completed the project on time and on budget. Marty replace both our hot water heater and installed a new bathtub, fixtures and tile. The end result is better than we could have expected and we would definitely use Mortensen Plumbing again! Highly recommend. read more

We couldn't suggest Mortensen Custom Plumbing enough! Marty was extraordinarily professional. I fancy myself a bit of a DIYer and Marty was patient with my questions and thoughts. Everything about the process of working Mortensen Plumbing was above and beyond good customer service. The receptionist taking the call and making the schedule was friendly and easy to work with. For the two visits required Marty called twenty to thirty minutes prior to the agreed upon time as a much appreciated curtesy. The proposals offered were clear, concise, and offered a spectrum of options for the fix, ranging from a band-aid to a high end custom update, all options clearly laid out price, components, and warranties. On a personal note, as someone who previously worked in the Tech industry, I wholly appreciated his use of technology, he took notes and photographs of our system with his smartphone, and switched over to a tablet for other uses, took payment on the tablet etc. In the future we will use Mortensen Custom Plumbing for all of our Plumbing needs. read more

I've come to depend on Marty for my plumbing repairs and other plumbing needs. He is on time and comes when he says he will. I recently needed a new water heater and could not face another cold shower and he moved his schedule around to accommodate me so I will have hot water for my shower in the morning. He is polite and clean (he cleans up the mess and wears booties over his shoes). read more

After I posted this not so happy review, they called me to see if we could settle the matter. The gen'l manager came over to look at the sink/drain, and he returned the next week and repaired it properly. He noted the original drain had been installed incorrectly. I am grateful for the repair, and they didnt' charge me. However, they did not help me until after I made this unhappy customer posting. They were not interested in helping when I phoned and asked to talk about my plumbing problem. Ah, well. They have a fabulous general manager. read more

I agree that this team is fast and courteous. However my experience was that the price they quoted was easily 3 times other folks. When I brought this to their attention they simply stated that it was because of their high quality work. I found other very high quality plumbers who accomplished the work at a far more reasonable price. I simply cannot recommend them. read more

I didn't have the best experience with Mortensen Plumbing. We called Marty to video inspect a sewer line on a property we are interested in purchasing. Marty seemed very professional, but would not quote a price over the phone. He said each job is different and he prefers to look at the job before giving a quote. Once his camera was in the sewer line he told me the sewer line was very dirty and there was a lot of build-up that needed to be cleaned before he could run his camera through the line. His quote was almost $1000. I told him I couldn't afford the cost, specifically because I didn't own the property. I had another plumber come out the next day and video inspect the sewer line for $150, and there was not a terrible build-up as Marty had indicated. read more

Very Fast service, all work done the next day in a timely manner and he double checked his work before leaving. Friendly and he has another satisfied customer. read more

When I came home from work I noticed that a pipe leading from the water heater into my house had sprung a good leak. I had to shut the water off to the house to get it to stop. I called Mortensen plumbing that evening and they sent someone out to fix it the first thing the next morning. Excellent service! I thought we would have been without water a lot longer. They even did a follow-up phone call and thank you card for using them. Nice touch. Would definitely recommend. read more

I have used Mortensen on two different occasions. In both cases there was good contact with their office. Marty called when he was on his way and both times arrived within the appointment window. With both repairs Marty gave me 3 options on how extensive work I wanted done and the cost involved with each. There was no pressure to go with the most expensive one. They are also very good on follow-up to make sure you are happy with the work done. They are my go to plumbers in Flagstaff. read more

Marty, owner of Mortensen Custom Plumbing, talked us into an upgraded water heater for approximately 3,000. The water heater has leaked so severely that it has created mold in the surrounding walls and cabinets. Upon inspection of the heater, Marty proceeded to blame us the home owners and Doney Park Water for the leak. Although he fixed the water heater, he will not take responsibility for the leak or the mold. I agree that he takes advantage of women. I would not recommend Mortensen Plumbing under any circumstance, The plumbing company is ANYTHING but custom! read more

They do terrific work, on-tome, professional, clean, courteous ... everything the homeowner could hope for. But they charge about twice what the next most expensive Flagstaff charges. They have a REALLY slick marketing plan, but, trust me, you pay for it. If you want top quality at top prices, Mortensen is your best Flagstaff choice. read more

Great, fast service--and work done right the first time. Mortenson Plumbing may not be the least expensive but if you believe in that old saying that you get what you pay for, you get good value and exceptional workmanship and professionalism from the folks at Mortenson. We've had them to repairs, install a new water heater, install a new sink, install new toilets and other work and have always been more than happy with their work. read more

Mortensen installed a new hot water heater a little less than a year ago. I called when a leak developed at the top of the washer at the cold water shut off. Marty came right out, and although it was unclear whether or not the shut off valve had been replaced when the heater was installed, he spent a good deal of time replacing the valve and the pipes leading to the tank. He also crawled up on the roof to check the carbon monoxide removal system. This was all free. As far as the warranty follow-up goes, Mortensen does a really good job. read more

Called Mortensen to fix a rental unit I have in Flagstaff. Kudos to them for calling me back first thing the next morning and getting a plumber out that after noon. My problem was my tenant said he had no hot water which of course I needed to fix ASAP. The plumber got there and diagnosed what was wrong and called me up to see what I wanted to do. The gentleman that did the repair was very knowledgeable and my tenant said he did good work. However I am rating them at a 3 due to I think I was extremely overcharged. To flush the tank and replace the two heating elements cost me $419! If you have the money and are OK with getting overcharged I would recommend Mortensen. read more

Our relationship with Mortensen Custom Plumbing began years ago when they diagnosed and fixed a water pressure issue that several other plumbers could not diagnose. Since then we have had them install a tankless water heater, a whole house filtration system, natural gas lines for a gas stove, faucet, sink, garbage disposal, kitchen plumbing, shower plumbing, a 2-way clean out, and low-flow toilets. Their workmanship, professionalism, and response time is outstanding. We have been happy with all work they have performed. We will only ever use and recommend Mortensen. read more