The number: nobody explains how it’s reached

29.2% of plumbing one-star reviews cite price, the biggest complaint pattern in any trade we measured, and 82.2% of them name a dollar figure.

"I asked for a price before anyone even came and they said 'we don't know, but it's a $70 service fee regardless.' […] He shows up looks at the drain and says 'a drain snake won't fix it but we can use our high pressure hose but it'll cost $1200.' Ummm what???" — Macomb, MI

The callback: the company went dark

20.2% of plumbing one-star reviews describe a company that stopped answering, and in 42% of them the customer had already paid.

"i was left with my water shut off. […] it is over 24 hours after the service occurred and no one has ever gotten back to me." — Tulsa, OK

The finish: nobody defined “done”

16.2% of plumbing one-star reviews cite work that didn't fix the problem, and 30% of those describe a return visit.

"I paid $569.25 for a bathtub clog repair, and the issue was NOT fixed. The tub remained completely clogged. I contacted the company again, and they sent another technician, but the problem still was NOT resolved. Instead of fixing the issue, they sent me ANOTHER bill for $559.34 for the same unresolved problem." — Nashville, TN

Every one of these decides whether a customer calls you back, calls a competitor, or writes the review that scares off the next ten prospects. Which one is closest to costing you depends on your stage of growth.