Yes — our dispatch line is staffed around the clock, 365 days a year, including public holidays. When you call, you speak to a real dispatcher immediately, not an answering machine. We keep technicians on-call overnight so that burst pipes, severe backups, and flooding situations receive the same priority at 3 AM as they would at 3 PM.
ApexPlumbing · FAQ
Honest Answers to Common Questions
Everything you need to know before, during, and after your service call — no jargon, no runaround.
Showing 19 questions
Our average response time for emergency calls in our primary service area is under 60 minutes. In most cases, a technician is dispatched within minutes of your call and arrives with the tools and parts to resolve the most common emergencies on the first visit. Exact arrival times can vary based on traffic and current call volume, but your dispatcher will give you a live estimate the moment someone is en route.
Anything causing active water damage or threatening health and safety qualifies as an emergency: burst or cracked pipes, sewage backing up into fixtures, no water supply to the building, a gas smell near water heater connections, flooding from a failed appliance, or a toilet overflow you cannot stop. If you are unsure, call us anyway — our dispatchers are trained to triage your situation and advise you on the safest immediate steps while help is on the way.
First, locate your main water shut-off valve and turn it off to stop water flow — this is usually near your water metre or where the main supply enters the building. Open a tap on a lower floor to relieve pressure. Do not use electrical switches or appliances near flooded areas. Move valuables off the floor if safe to do so, and document the damage with photos for your insurance claim. Our dispatcher will guide you through these steps if you need help.
We charge a standard diagnostic fee to cover the technician's time to assess the issue and provide an accurate quote. This fee is fully credited toward the cost of your repair if you proceed with us — so in most cases it costs you nothing extra. We are always upfront about this charge before anyone comes to your door.
Absolutely. We never start a repair without your written approval of the price. After the on-site inspection, your technician will present a flat-rate quote that covers all labour and materials for the specific job — no hourly ambiguity, no scope creep surprises. You can approve, ask questions, or decline with no obligation.
We maintain transparent pricing at all hours. Emergency call-outs at night or on weekends may carry a small after-hours premium which is always disclosed upfront before dispatch so there are zero surprises on your invoice. Routine scheduled appointments booked for early morning or weekend slots are not subject to after-hours rates.
Yes. We provide fully itemised invoices and written reports suitable for insurance submissions. If your insurer requires specific documentation — photographs, damage assessments, or a scope-of-work letter — we can prepare these for you. We recommend documenting the damage yourself with photos before we arrive as well, as insurers often request this.
We currently dispatch throughout Lubbock, TX and surrounding communities including Wolfforth, Shallowater, Slaton, Idalou, and Abernathy. For larger commercial or urgent jobs we may extend to Levelland and Tahoka — call us to confirm. Our service area is actively expanding across Lubbock County.
Yes — we have a dedicated commercial team with the equipment, licensing, and experience for office buildings, restaurants, multi-unit residential complexes, and retail spaces. Commercial jobs often require larger-diameter pipe work, grease trap servicing, and code compliance documentation, all of which we handle. We also offer scaled maintenance contracts to keep your facility's plumbing running without disruption.
Yes. We regularly work with property managers, strata committees, and landlords. We can coordinate directly with tenants for access, provide reports to owners, and issue invoices to the managing entity. Just let us know the property structure when you book and we will handle the communication accordingly.
Yes. Every technician we dispatch holds a current trade licence and is covered by full public liability insurance. We do not subcontract to unlicensed workers. On request, your technician can show their licence card before beginning any work — we encourage you to ask.
Yes, an adult occupant or authorised representative must be present to approve the quote, grant access, and sign off on the completed work. For rental or commercial properties, a property manager or designated contact can act on your behalf. We will confirm the access arrangement when you book.
We treat every home as if it were our own. Technicians wear protective shoe covers, lay down drop sheets before any work, and clean the workspace completely before leaving. For jobs involving wall or floor access, we contain dust and debris and leave the area ready for plastering or patching. A final walkthrough with you confirms everything meets your expectations before payment is processed.
All repairs are backed by our 60-day workmanship guarantee. If the specific issue we repaired returns within 60 days due to a fault in our work, we return and fix it at no additional charge. Parts supplied by us are also covered by the relevant manufacturer warranty, which we register on your behalf.
As a general rule: if your unit is under 8 years old and the failure is isolated (a faulty element, thermostat, or pressure valve), repair is almost always cost-effective. If it is older than 10–12 years, has significant rust or sediment build-up, or has had repeated failures, replacement is usually the smarter investment. Our technician will give you an honest assessment with cost comparisons for both options — we do not push replacements for commission.
Recurring blockages usually indicate a structural issue rather than a simple clog: root intrusion into the main sewer line, a collapsed or bellied pipe section, a build-up of grease and scale on rough interior pipe walls, or incorrect pipe fall causing slow drainage. A camera inspection after clearing lets us identify the root cause so the fix is permanent rather than temporary. We include camera inspection on all severe repeat-blockage calls.
Almost certainly yes. Running-water sounds with all taps closed typically indicate a pressurised leak somewhere in the supply lines — inside a wall cavity, under the slab, or in the yard. Do not ignore it; even a small pinhole leak can cause significant structural damage and mould growth within weeks. Our acoustic and thermal imaging leak detection locates the source without unnecessary demolition. The sooner it is investigated, the lower the repair cost.
In many cases, yes. We assess each job for the least-invasive access path. For supply line leaks, we use acoustic detection to identify the exact spot before cutting — minimising the access hole to the smallest practical size. For drain line issues, we use camera inspection to confirm whether pipe relining (an internal solution that requires no excavation) is viable. We will always explain all access options and their trade-offs before you decide.
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