This is the follow up that I promise to post of my review of Carroll Plumbing & Heating that I posted on 11/19/2022. I am please to say that my issue has been resolved to my satisfaction and I would like to upgrade my rating to four stars. Kyle ( the general manager ) contacted me on 11/19/2022 and informed me that they were making an adjustment on my invoice which resulted in a lower amount. I feel that this new amount is fair and is a sign of their willingness to treat their customers fairly and respectfully. He also apologized for any misunderstanding and for miscommunication attempts on both sides. He has made himself personally available for any future concerns that I may have and expressed his desire to continue to have me as a customer going forward. Today I mailed the invoice payment, and will consider this company for any future plumbing and heating needs that may arise. I feel confident enough in how my experience turned out that I can say that I would recommend that you give Carroll Plumbing & Heating the opportunity to gain your business if the need arises. Aubrey J Henrico, VA read more

Everything went so smoothly. I called them because we had a water heater that was leaking! We were so lucky, they sent out technicians in about an hour!! Removed the old one, installed the new one in just a couple hours or less! Great customer service, knowledgeable and efficient. We have used Carroll company previously and they always do an awesome job. I highly recommend this company! read more

I had the water osmosis system installed for thousands of dollars. I've had nothing but problems ever since. After 4 visits monthly, it's been basically rebuild. So. Refurbished I'm considering having it removed for a full refund hopefully read more

We had a clogged shower drain. They responded quickly, solved the problem, and cleaned everything very well. The only problem is that they didn't come with a motorized snake that was needed. They had to drive an hour to get one and the bill came to $651. read more

thank you to the VP of Carroll plumbing, Mr Oglsby ,for calling me today to rectify my situation that caused me to put a negative comment on Yelp . He issued a refund and truly apologized for what had happened.We appreciated his business ethics. read more

will not use this company again. First, they charge $150 just to give an estimate. While this fee is credited towards the cost of the project, it does penalize consumers from obtaining competitive bids. My main concern is that the quality of the installation. Carroll was hired to install two sets of new lavatory faucets that I acquired from a plumbing supply company. Unfortunately, the work was rather sloppy. They did not cleanup after themselves leaving quite a mess. Unfortunately, one of the knobs fell off of the new Delta faucet 4 weeks after installation. From the position of the set screw (which requires special tools to install), it is clear that it was not securely fastened by the Carroll technicians. What clinches the case against Carroll is that they refuse to stand behind their work because I obtained these new, high quality faucets from an independent vendor. They won't even look at the problem without being paid another $150. Use this company at your own risk! read more

What a great experience from beginning to end. We had Carroll P&H install a split system in our basement. Courtney, Jeff, Matt and Damal were prompt, courteous and very efficient. The installation was done perfectly, very clean and organized and the final product looks and works great. It's hard to find good quality work now a days and these guys knocked it out of the park on all aspects. I will use them again. Thanks to Carroll Plumbing and Heating! read more

We had a sewer system blockage that we were unable to clear with a 75' snake so we called Carroll plumbing. We told them what we did, and that it did not work. They made us wait a day then showed up with a 75' snake. Obviously that did not work. They said they would come back the next day with a longer powers snake and a camera. They showed up three hours later than promised, did not bring the longer snake. They finally had someone bring it, and it did not do the job. Then they had to call for someone to bring the camera, because they forgot that as well. When it finally arrived, they said they could not see anything because it was dark and flooded in the pipe (never could have predicted that) After three days delay and not fixing the problem the owner told me I should call Stemple because he has the correct equipment for this sort of job, and that he just never felt like spending the money on it. So a four day delay with no toilets or showers in the house and they tried to charge me about $800. We only paid $500 but I think this was a rip off because they never fixed the problem. Do not waste your time with these guys. read more

The actual work done for an emergency fix was helpful but we won't be using them again because of their billing and pricing practices. They will bill you for a full hour ($120 + parts) even if they're only at your house for 15 minutes - the bill will not be prorated. For the larger job we needed done we got quotes from 4 different plumbers that ranged from $1400 to $3000, with theirs being the highest. The $3000 quote we were provided gave no breakdown of what parts would cost or how much time it would take. The plumbers who we ended up giving the work to were done in about 5 hours, and the price I found through Home Depot for the pipe Carroll Plumbing planned to use was $15. Even if that was rounded up to $100 or $200, it's still very hard for me to reconcile how you can get to $3000 at $120 an hour. read more

Do not use these idiots for heating and air conditioning! They came to my house three times and still could not detect a leak in my system. It cost me hundreds of dollars to put more and more coolant in the system and then some stop leak gunk that i have been advised since should never be put in a system. The gunk didn't work, by the way. Seriously, these guys are clowns and should not be trusted with your system. read more

I've just purchased my first home and the home insurance company I'm using requires that my water heater have an automatic shut off valve added to it. After a day or two of asking friends, coworkers, and family about plumber recommendations it became really clear that my circle of people just don't use plumbers apparently! I called around a few places some of which gave me the run around and some who didn't answer the phone. I decided to go with Carroll Plumbing because they could see me that same week, they knew right away when I said "I need to have an auto shut valve..." who my insurance company was and stated that they had done this for numerous other Richmond homeowners. I set up my appointment and hoped for the best! The guys came out and installed the shut off valve that afternoon. When I woke up the next morning I had NO water. I called their emergency number and the guy (who was super apologetic) said they would send someone out. An hour later a guy showed up and said he fixed it. I went about my day only to come home from work that evening and the shut off valve alarm was blaring. I called the emergency line again and they sent a 3rd guy out. This was about 2 weeks ago and I haven't had any issues since. I will say that when it comes to customer service (re: me calling at 6:45am on a weekday frustrated to not have water) they were understanding and apologetic. However I'm frustrated that it took three times before they got it right and even now I'm just waiting for the shut off valve to malfunction again. As it stands now, I can't say for sure I'd jump at the chance to use Carroll Plumbing again. read more

Had to have 3 knobs replaced on a shower. Guy came out to check out the problem and told me he'd have to return to fix it. Charged me $135 for first visit. He quoted me $4-something for the job. Returned, fixed the knobs and I got a bill for $672. Called to ask why it was so expensive and they told me the guy didn't include the first visit in the quote. He knocked $45 off my bill to 'ease the pain' but feels like highway robbery. I'll be using someone else next time. read more

My tenant called Carroll Plumbing on a Friday when the sewer backed up into the shower. Carroll told her it was a county problem. So we had to wait until Monday on the county, but it was not the county's issue so we called Carroll back. On Wednesday they came back to jet the pipes. Since they started late on Wednesday, they had to come back on Thursday to finish. Through the process, my tenant was unable to stay at the house for a total of 6 days. When I got the bill for $1600, I called the manager, Jim, and asked if there was anyway they could knock off something since they misdiagnosed the issue causing a 3 day delay, then returned late in the day causing the jetting to take 2 days. He begrudgingly agreed to take off $200. Then he called back and said they are a "premium" plumber and charge such and then refused to refund the money. Very unfortunate since my tenant liked the guys that worked on the house and everyone makes mistakes. I had just hoped Carroll could work with me since their mistake cost a single mom and her son to be without a home (I reimbursed them) for almost a week. I also felt they took advantage of the situation and charged a premium. They knew they had me and my tenant over a barrel and required a credit card before they could preform the work. Exactly how can you shop around for quotes when there is raw sewage making a house uninhabitable? I had hoped to find a plumber I could trust. read more

I've got to echo Sarah P's experience here. I'd used Carroll a couple of times in the past and had an OK experience (not cheap but the work was good). This time our AC compressor was down. They overcharged both the hourly rate and number of hours, as well as possibly overcharging on replacement parts. They did automatically refund one hour back when I specifically asked them to email me an itemized invoice so I could see what I was paying for, but the hourly rate listed was 150/hr, not 120/hr which is what the technician told me. So they knocked 150 back off the suspiciously high bill but that doesn't resolve the problem with having to ask twice for an itemized list, or the changing rates. I've used them before and they did good work but all trust is out the window now. If you decide to use them, get them to confirm labor rates and how they're metered (prorated etc.) when you call to schedule, and stay on the technician to show you every single charge on their tablet before you pay because you won't get an itemized invoice emailed to you unless you call and pester them. It looks like they've been absorbed by a larger company since the last time I used them. I definitely won't be calling them again. read more

I love this company! I have used them for my salon and my home and each time they have been prompt, polite and very easy to deal with. I have had bad experiences in the past having unnecessary work done and being over charged by their competitors. I fully expected to have to get a new AC unit but they replaced the motor and told me things I could do in the future to avoid further unneeded costs. This company has been family owned and operated since the beginning and I plan on having a long relationship with them! read more

We just recently moved to Richmond. A pipe in one of our radiators burst and hot water was streaming out. I called Carroll Plumbing and Bruce was here within 15 minutes. John and Marked joined him to fix the problem. They had it fixed and the heat back on within 2 1/2 hours! They were polite, professional and got the job done! We will use them for all future plumbing jobs. read more

Wonderful customer service ! Excellent work. Repaired a HVAC duct in our crawl space under the house. Arrived on time, worked efficiently. Professional and friendly. read more

I contacted Carroll after 6 incompetent plumbing/HVAC techs came out and couldn't diagnose the reason my natural gas water heater would not stay lit. Four of the six incompetent plumbers were contacted after seeing their commercial. My water heater was still under warranty and none of the 6 plumbers knew the process to replace it thru warranty. Evan with Carroll came out and within 2 1/2 hours had my old water heater out, new one in, and my family finally had hot water and heat after going without for 3 weeks. So I want to give them a 5/5 stars for having empathy for my family's needs, for understanding and executing the warranty process although they didn't initially install, and their quick response time. Unfortunately, I must give a 3/5 stars for the follow-up call I had to make. A few days after install I contacted Carroll because there appeared to have been a stress crack of some sort in one of the bolts connected to a pipe, which caused water to bubble out. When the tech came out he initially wanted to replace the entire bolt which would have required him removing and re-welding the pipe, but he said the work required 2 men and because he was alone he could put some type of puddy on the crack and it would seal in a few days. Well, it has been 2 months and the crack appears to have sealed, however, the surrounding area around the pipe was scorched to death. I'm not sure if it is just cosmetically damaged or if there could be a problem eventually, but visually the thing looks horrible. read more

I called Carroll Plumbing & Heating based on a referral from another customer that had a good experience. An appointment was made for the company to send out a person to estimate the costs for the installation of natural gas in our home. I was subsequently contacted and informed that they DO NOT SERVICE residences on STREETS in the city of Richmond that HAVE LETTERS. When I asked why they were redlining parts of the city I was told that "those parts of the city" (where the streets have letters) are where repairmen are robbed. I live in a safe part of the city and am surrounded by numerous doctors, lawyers, college & medical students, and other working professionals. Myself and others around my neighborhood walk their pets late at night and haven't had any problems. Crime happens everywhere and is not limited to lettered streets. It's shameful that Carroll Plumbing & Heating utilizes redlining practices. As a result I will never use this company and will be sure to inform all people I know to use another company that does not utilize this despicable and dated practice. If I was able to give the company a lower rating I would have gladly done so. read more