What to watch out for
- 1Mention the type of job (water heater, slab leak). It reassures people with the same problem.
- 2If pricing is the complaint, explain your flat-rate or after-hours policy briefly and never sound defensive.
- 3Thank techs by first name only if your company is comfortable with that.
Example replies
Emergency call at night
5 starsPipe burst at 11pm, Carlos was here in 40 minutes and saved our floors.
Reply
A burst pipe at 11pm is every homeowner's nightmare. We're glad Carlos got there fast and your floors made it through. Thanks for trusting us, and we'll pass your kind words along.
Why it works: It names the urgency and the tech, the two things future emergency callers care about.
Thought the price was high
2 starsFixed the leak fine but $289 for 30 minutes is crazy.
Reply
Thanks for the feedback. Our price is a flat rate that covers the trip, diagnosis, parts, and our workmanship guarantee, whether the job takes 30 minutes or three hours. We're happy to go over the invoice line by line if you'd like to call us.
Why it works: It explains the value without arguing, and offers a private follow-up.
Muddy footprints
3 starsProblem fixed but they tracked mud through my hallway.
Reply
We're sorry about the mess. Our techs are supposed to wear shoe covers in every home, and we've reminded the team. Please reach out so we can make it right.
Why it works: It's a specific fix for a specific complaint.
FAQ
Should I post prices in review replies?
Explain how your pricing works, such as a flat rate or an after-hours fee. Don't put a specific customer's invoice details in public.