From a loyal customer to a lost one
I used to recommend Epoch Plumbing. A little over a year ago, my hot water tank started leaking and they sent someone out immediately--pretty sure his name was Jeremy--and he did a fantastic job. I thought I'd found "my" plumber.
Fast-forward to this year: my ejector pump started acting up. I submitted two consult requests through their website and waited over two weeks with no response. Out of fairness, I called. I was told someone would come diagnose the issue for $79.95, and that fee would go toward repairs if I proceeded.
Jacob arrived on September 3, 2025. He was polite, but no diagnostic was performed--he never opened or touched the unit. Instead, after a little small talk, he pitched reworking my system back to gravity-fed, which sounded promising, and then showed me five estimates ranging from ~$4,000 to ~$20,000. The quotes also said walls would need to be knocked down, which I would have to handle separately--though he mentioned his brother does wall work. I said I'd likely choose the ~$10,000 option but needed wall estimates first; I asked him to have his brother contact me, and I planned to get a couple of my own quotes too.
No one ever followed up. No call from Jacob. No call from Epoch. Nothing--despite me being ready to proceed once I had the wall costs. Meanwhile, I was charged $79.95 for a "diagnostic" that wasn't performed. I even have surveillance footage showing the unit was never opened.
I originally expected to spend up to ~$1,700 for repairs. Instead, I was upsold hard into a $10,000+ project and then completely ghosted. Unless Epoch refunds the $79.95 diagnostic fee that wasn't earned, I'll be disputing the charge with my credit card.
Bottom line: Great experience with Jeremy last year; very poor service this year--no response to online requests, no diagnostic, aggressive upsell, and zero follow-through. They've lost my business. I'd caution others to get multiple quotes and make sure a real diagnostic is performed before paying any fee. read more
