Business hours

Sun Closed
Mon Closed
Tues 12:00 am - 11:59 pm
Wed 12:00 am - 11:59 pm
Thurs 12:00 am - 11:59 pm
Fri 12:00 am - 11:59 pm
Sat Closed

Introduction

We take great pride in the experience, expertise, quality, and customer service that we provide to meet the consumer's needs. It is our mission to provide excellent workmanship and complete customer satisfaction from start to completion of a project. In order to understand the needs and expectations of our customers, we take great care to work and communicate with every customer in a professional manner. Our reputation is based on service, safety, and quality, regardless of how large or small the job.

Credentials

• Background Check

  Zachary Herms
  Completed on 6/25/2021
  

About Us

• What should the customer know about your pricing (e.g., discounts, fees)?

  We offer a 10% service call discount to all public service personnel (active duty military, veterans, law enforcement, firefighters, EMT/paramedics), as well as seniors. We offer a 5% discount on installations to the same groups as above.
• What is your typical process for working with a new customer?

  We love working with new customers, because it's a chance to differentiate ourselves from the rest of the industry. We make contact with the customer and determine their specific needs, and send the most experienced technician available for their specific call. We don't typically give prices over the phone, because every job is unique. Your water heater may not be directly replaceable due to required code upgrades from the state, or parts to repair an older style fixture may not be available anymore. There are many variables affecting the prices we give, so it's in both our and the customers best interest to have an expert evaluate the situation in-person to provide an accurate quote. We gather some basic information, such as a full name, reachable phone number(s), email address, and the physical address of the job itself. We establish an appointment window of 2-3 hours, and always perform a 30 minute "call ahead" prior to sending a technician out. If the estimation is approved and the work is completed, we follow-up to make sure all of the client's needs were met. Our goal is quality workmanship and happy customers!
• What education and/or training do you have that relates to your work?

  Zach possesses his NC P-1 Plumbing License (34854), which enables him to do any plumbing work within the state of NC. He also has his SC PB2 Mechanical Contractor's License (M116004), enabling him to do all residential and most commercial plumbing within the state of SC. Austin possesses his NC P-1 Plumbing License and Grade Level II Wastewater Contractor License in NC, enabling him to install and repair all residential and some commercial wastewater systems. Both Austin and Zach are currently working to receive their limited electrical licenses and general contracting licenses.
• How did you get started doing this type of work?

  Both Zach and Austin are 3rd generation plumbers. Their father (Tim) started Superior Plumbing and Drains in Monroe, NC in 2017 and brought Zach on to begin training. Austin was brought on later in 2019 after graduating with his B.S. in biology from East Carolina University. They both found the work to be both challenging and rewarding as a career, and found that going the "extra mile" with customers put them head and shoulders above their competition. They started a 2nd branch of the company in Gaston county in 2020, and have had rapid success by placing customers first.
• What types of customers have you worked with?

  We've provided quality service to homeowners, property owners, apartments, general contractors, commercial owners, industrial owners, and everything in between.
• Describe a recent project you are fond of. How long did it take?

  Shortly after starting the Gaston branch of Superior Plumbing and Drains, we received a call at 9pm on a Friday- a customer was without any water at the worst possible time! We had already worked 65+ hours that week so far, but this emergency could not wait. We told him we would come out to evaluate right then. On arrival, his entire back yard was soaked. We went to the crawlspace where the water originated from and found a "repair" on a galvanized fitting. A prior "plumber" had stuffed a damaged hole with pipe dope, placed some rubber on it, and hoseclamped it shut. This was a disaster waiting to happen, and it certainly did for this customer. The galvanized was rotten all the way to the foundation and out to the meter. There was no way we would be comfortable with a repair on this material- he would just have the same problem again soon. It had to all be replaced. We spoke with the customer about the work his prior plumber had done, the state of his current water main, and the best course of action for a permanent fix. He wanted it all replaced, and approved the estimate at 11pm on Friday. Most companies would wait until Monday to perform the install, but this customer needed water ASAP. We had emergency locates called in, retrieved an excavator and began work at 12am Saturday morning. We then worked tirelessly for the next 6 hours to install the water line from the home to the meter. We encountered some issues and setbacks, but ultimately persevered and performed a proper new install. We're fond of this particular project because it was our first "big job" as a new company- and we had the chance to go above and beyond for this customer. The "get it done" attitude is something we will continue to strive for, for the betterment of the company and the industry as a whole.
• What advice would you give a customer looking to hire a provider in your area of work?

  Something we rarely see customers ask about is licensure and insurance. There are many would-be "plumbers" in our area charging professional rates for subpar and illegal work. If this "plumber" performed inadequate work that resulted in damage to your home (whether it be flooding out, sewer leaks, etc.), most insurance companies wouldn't cover you- and the unlicensed and uninsured handyman wouldn't be able to pay for it either. Anyone unable or unwilling to provide this information is somebody to stay way from, even if they're cheaper. Quality work isn't cheap, and cheap work isn't quality! By hiring a licensed plumber, you know they have the adequate training and knowledge for proper installations, as well as the insurance to pay for home damage in the case of a mishap.