FAQs
- What should the customer know about your pricing (e.g., discounts, fees)?
You get the price before any work begins, so there are no surprises on the invoice. Every visit has an $80 dispatch fee — the cost of the visit, waived when you hire us for the work. After-hours, Sunday, and holiday emergency calls carry a $599 emergency callout fee, which covers dispatch only. We ask for 24 hours' notice to reschedule or cancel; late cancellations are $80. Service Plan members never pay the dispatch fee. Our Home Essentials plan ($19.99 a month) also includes an annual inspection, a yearly water heater flush, a 10% member discount, and priority scheduling. For larger projects like boiler or water heater replacements, we offer financing with 0% interest options, and we have discounts for seniors and church communities.
- What is your typical process for working with a new customer?
It starts with a conversation. Tell us what's going on — a photo of the problem or the label on your equipment helps — and we'll set up a visit at a time that works for you. When Kris arrives, he looks at the whole system, not only the part that failed, so he can find the actual cause. Then he walks you through your options in plain English with an upfront price for each, and nothing starts until you approve it. When the work is done, we make sure everything is running properly and walk you through what we did.
- What education and/or training do you have that relates to your work?
Kris Record is a Massachusetts Master Plumber (license #9628831-PL-M) with more than 20 years in the trade across commercial, residential, and industrial work, including 7 years with a gas utility. He is a Navien Service Specialist and is factory trained by Navien, Lochinvar, Rinnai, Weil-McLain, and Noritz on the boilers and water heaters he installs. On the water side, Jeneral Plumbing is an authorized iSpring dealer and a member of the Water Quality Association, and every water treatment recommendation starts with a water test.