Diamond Certified Company Report

Duncan Plumbing Ent., Inc.

Diamond Certified Company Report

Duncan Plumbing Ent., Inc.

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 150 VERIFIED CUSTOMERS i

Mike W.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

1 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were great to use. I would recommend them.

The gentleman who helped me seemed helpful and was very thorough. He provided the exact service I asked him to do and answered all of my questions.

Jeff S.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

2 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

If you need any plumbing services, I would highly recommend Duncan Plumbing.

They are very courteous, on time, and they do what they say they are going to do. They charge what they say they are going to charge, never more. Since the first time I have used Duncan Plumbing, I have never used another plumbing service. They have fixed anything I have ever needed the first time out.

Michael A.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

3 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very honest with their estimate, they gave me a good rundown of what needed to be repaired, and they did a very good job of communicating effectively with me.

The owner was the one who came out on site and he and the staff member he had on site with him were very friendly guys.

Read All 150 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Scott Duncan, Owner

Duncan Plumbing Ent., Inc. provides a wide range of plumbing services for residential and commercial clients throughout Santa Cruz County. In addition to handling general plumbing work like drain clearing, fixture repairs and water heater installations, the company has the training and equipment to offer specialized services like radiant heating system repairs, sewer line inspections and repairs, and copper and PEX re-piping.

Owner Scott Duncan says Duncan Plumbing’s customer-oriented business approach has been a crucial aspect of its success. “From the time a customer calls us to the time we complete the job, their satisfaction is our number one priority. We fix problems in a timely and efficient manner, and we follow up after each service call to see how everything went. Our customers really appreciate how attentive we are to their needs.”

Duncan Plumbing is available 24/7 to handle plumbing emergencies, which Mr. Duncan says gives its customers an additional sense of security. “We understand that emergencies happen, whether it’s a burst pipe or broken hot water heater, so we do our best to make ourselves available to our customers. They know they can count on us to take care of them, no matter what plumbing problems they have.”

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Duncan Plumbing Ent., Inc.

COMPANY CONTACT
Service AREA

Santa Cruz County

SERVICES PERFORMED

Plumbing
Boiler & Radiant Heat Repair
Drain Cleaning & Rooter Service
Sewer Line Repair & Inspection
Water Heater Installation & Repair
Trenchless Sewer Replacement & Lining

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Duncan Plumbing Ent., Inc.

Company Profile

Duncan Plumbing Ent., Inc. provides a wide range of plumbing services for residential and commercial clients throughout Santa Cruz County. In addition to handling general plumbing work like drain clearing, fixture repairs and water heater installations, the company has the training and equipment to offer specialized services like radiant heating system repairs, sewer line inspections and repairs, and copper and PEX re-piping.

Owner Scott Duncan says Duncan Plumbing’s customer-oriented business approach has been a crucial aspect of its success. “From the time a customer calls us to the time we complete the job, their satisfaction is our number one priority. We fix problems in a timely and efficient manner, and we follow up after each service call to see how everything went. Our customers really appreciate how attentive we are to their needs.”

Duncan Plumbing is available 24/7 to handle plumbing emergencies, which Mr. Duncan says gives its customers an additional sense of security. “We understand that emergencies happen, whether it’s a burst pipe or broken hot water heater, so we do our best to make ourselves available to our customers. They know they can count on us to take care of them, no matter what plumbing problems they have.”

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Company Philosophy

"We're dedicated to providing prompt, courteous, professional plumbing services for the residences and businesses of Santa Cruz County. We pride ourselves on customer satisfaction and attention to detail, and we make sure all our technicians are up-to-date on the latest plumbing codes, technology, and repair techniques."

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Comparative Summary

Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for plumbing companies that have earned the prestigious Diamond Certified award. For Duncan Plumbing Ent., Inc., the key to achieving and maintaining high levels of customer satisfaction is simple: take a service-oriented approach on every job and emphasize quality throughout each phase of its clients’ projects. “We’re very customer-focused and results-driven,” affirms owner Scott Duncan. “From our office staff to our field technicians, everyone who works here is dedicated to making sure our clients’ needs are fulfilled.”

Duncan Plumbing has been providing plumbing services for residential and commercial clients throughout Santa Cruz County since 2000. The company has the training and equipment to handle everything from drain clearing to water heater installations, and it’s also qualified to offer specialized services like sewer line inspections and repairs, PEX and copper re-piping, and radiant heating system repairs.

Unlike less experienced plumbing companies that provide their employees with minimal training in an effort to reduce their operating costs, Duncan Plumbing makes sure each of its technicians is well-equipped to perform the job at hand. “In addition to carefully vetting our employees prior to hiring, we take the time to train them on industry-best techniques and procedures,” explains Mr. Duncan. “That way, we’re able to have full confidence in their abilities when we send them out into the field.”

Another distinguishing attribute of Duncan Plumbing is its expertise in working with radiant heating systems. “One of our competitive advantages is our ability to do radiant heat installations, maintenance and repairs,” confirms Mr. Duncan. “Not a lot of plumbers in this area are familiar with that type of work, but I’ve always had a passion for it, and I share that passion with all of our technicians.”

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Industry Info

If you’re a homeowner, don’t forget about the importance of regularly maintaining your water heater. When it comes to maintaining a water heater, many people know it’s a good idea to flush the tank once a year to remove sediment buildup. However, according to Scott Duncan, owner of Duncan Plumbing Ent., Inc. in Santa Cruz, there’s another step that’s equally important yet often overlooked. “The most crucial aspect of water heater maintenance is replacing the sacrificial anode rod,” he says. “The anode rod is like a magnet for rust—it attracts corrosive elements so they don’t build up on your tank’s walls. After a few years, as the anode rod becomes more and more corroded, it will cease to effectively perform its function, at which point it needs to be replaced.”

Mr. Duncan says flushing a water heater’s tank is a beneficial measure, but it’s not as important as anode rod replacement. “Sediment buildup in the tank can reduce the unit’s efficiency, but it won’t cause a complete failure. Most water heaters fail because the anode rod hasn’t been changed, whereas replacing it can greatly extend the unit’s lifespan.”

Debunking the superiority of copper pipes
Copper is largely regarded as the epitome of water piping, but according to Mr. Duncan, its reputation is more hype than substance. “I don’t think there’s any particular advantage to using copper piping,” he says. “While it’s good to use in areas where piping is exposed or where rigidity is needed to support a valve, it’s actually an inferior product when it comes to general residential piping.”

Rather than paying the high cost of installing copper piping, Mr. Duncan recommends going with a less expensive yet equally capable product. “For water piping, I recommend PEX—it’s a woven polymer plastic product with a specific chemical bond created by carbon chains,” he explains. “PEX piping has been around for 50 years, and it’s used extensively in Europe. It readily expands and contracts with temperature fluctuation, so it’s able to handle a freeze without breaking.”

While its price and performance make PEX piping an attractive option, an even better reason to choose it is its superior warranty. “Most manufacturers provide 20- to 25-year warranties on PEX piping, though it usually lasts much longer,” says Mr. Duncan. “In contrast, copper piping doesn’t carry a warranty, so if you install it and it leaks, it’s going to end up on your insurance policy.”

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Frequently Asked Questions

Q: How much will it cost to fix my plumbing problem?

A: It depends on a lot of factors, but once we come to your property and look at the problem, we’ll be able to give you an accurate quote. Often, plumbing problems have more than one possible solution, so by seeing your problem firsthand, we can provide a solution that works best for your situation.

Q: How soon can you get here?

A: We’re usually able to come out either the same day or early the next day. However, the demand for plumbing service fluctuates during certain seasons, and that can affect our scheduling.

Q: Do you charge for in-person estimates?

A: If you’re within 20 minutes of our facility, we’re happy to come to your home or business during regular business hours at no cost. If you live further away, we may charge a travel fee, but other than that, it’s free.

Q: Do you charge by the hour or by the job?

A: By the job. We find that approach gives our customers a better value.

Q: Does my boiler need regular maintenance?

A: Yes. With proper maintenance, your boiler should last the lifetime of your house. Since the Bay Area has a mild climate, we recommend adhering to half the recommended maintenance schedule: every two years rather than once a year.

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SELECTED PHOTOS FROM Duncan Plumbing Ent., Inc.

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Scott Duncan

Expert CONTRIBUTOR PROFILE
  • Scott Duncan is a 22-year veteran of the plumbing industry and owner of Duncan Plumbing Ent., Inc., a Diamond Certified company. He can be reached at (831) 708-8909 or by email.

Scott Duncan: Westward Expansion

By James Florence, Diamond Certified Program Reporter

SANTA CRUZ — For Scott Duncan, the decision to migrate from the East Coast to the West was prompted as much by the allure of adventure as it was by an occupational opportunity. “When I was 27, I moved from Cape Cod, Massachusetts to Santa Cruz,” he recounts. “My dad moved here a short time before I did, and he told me that in California, anything you could want to do was within a day’s drive, whether it was hiking, fishing, sailing or visiting the city. So, when my uncle gave me an opportunity to apprentice at his plumbing business, I eagerly accepted.”

It didn’t take long for Scott to realize he’d found a good fit in the plumbing trade. “I found that I enjoyed everything about plumbing, from the technical aspects of the work to interacting with customers,” he says. Today, 15 years after striking out on his own and founding Duncan Plumbing Ent., Inc., Scott says as an employer, he’s grown to appreciate another aspect of his job. “I get the most satisfaction from seeing my younger employees come into their own and make their place in the world.”

As a resident of Santa Cruz (where he lives with his wife, Joy, and their sons, Chance and Josh), Scott enjoys being a part of his local community. “As a business owner, I’ve enjoyed forming long-term relationships with local homeowners and business owners,” he says. “I’ve done work at the grocery store my wife shops at, as well as for our mechanic and insurance agent, so it’s just neat to see how the local business community relies on each other.”

Outside of work, Scott spends the bulk of his time with his family. “Through my boys, I’ve become an expert in two things: Legos and fishing, which are their respective obsessions,” he says. “We also like to go on short trips to the snow or nearby lakes and just enjoy nature. Basically, whenever we get a chance to get away for a day or two, we take it.”

In regard to his professional career, Scott espouses a piece of wisdom he gleaned from his grandfather. “When I was a young man trying to make my way in the world, my grandfather told me it didn’t matter what I did; as long as I did the best job I could, I’d be successful. That’s stuck with me throughout the years, and in addition to applying it in my own life and career, I’ve passed it on to my employees.”

When asked the first thing he’d do if he could retire tomorrow, Scott says he’d embark on an expedition to the United States’ northernmost annex. “I would take a trip by boat to Alaska. And I don’t mean just take a cruise—I’d buy a boat and sail there myself. That’d be a dream come true.”

Ask Me Anything!

Q: What’s your favorite sports team?
A: The New England Patriots.

Q: Are you an early bird or a night owl?
A: An early bird.

Q: Music or talk radio?
A: Talk radio.

Q: What’s your favorite local restaurant?
A: Salsa’s Taco Bar in Santa Cruz.

Q: What’s your favorite snack?
A: Anything salty.

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Expert articles
  • How to Replace a Water Heater Anode Rod

    SANTA CRUZ — One of the most crucial components of a water heater is its sacrificial anode rod. Made from magnesium, aluminum or aluminum/zinc alloy, this rod serves one function: to attract and absorb corrosion and divert it away from the water heater tank (hence the qualifier “sacrificial”). However, even though it protects a water heater from rust, an anode rod can stop working after years of sustained subjection to corrosive activity, which is why it’s important to replace it on a regular basis (every four to five years).

    Fortunately, this is a maintenance task you can perform yourself. After shutting off the water to your water heater and disconnecting the supply line, use a pair of pliers to unscrew and remove the anode rod. Typically, the hexagonal head of the rod will be visible at the top of the water heater (if you have trouble locating it, consult your owner’s manual). Once the old rod is out, you can drop in the new one and tighten it in place with your pliers before reconnecting the supply line and turning the water back on.

    Since corrosion is a common cause of water heater failure, anode rod replacement is just as important as annually draining and flushing the tank. Most notable is the effect on longevity—proactive anode rod replacement can substantially extend and even double a water heater’s expected lifespan.

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Expert video tip
  • Video: Replacing Your Water Heater’s Anode Rod

    Complete Video Transcription:

    SANTA CRUZ — Host, Sarah Rutan: As a crucial component in maximizing your water heater’s lifespan, it is important to periodically replace the sacrificial anode rod. Today, we’re in Santa Cruz with Diamond Certified Expert Contributor Scott Duncan of Duncan Plumbing, to learn more.

    Diamond Certified Expert Contributor, Scott Duncan: The anode rod is a sacrificial anode that’s meant to corrode instead of your water heater. So, any electrical activity in your water or in your pipes will immediately go to this anode rod and it will corrode. Once it’s gone, once it’s fully corroded, then your water heater will start corroding.

    Today I’m going to show you how to extend the life of your water heater by changing the anode rod. First, shut the water off to your existing water heater. Second, you’re going to disconnect the supply line going to the water heater. Now you have to get the best pair of pliers you have. Next, we’re going to remove the anode rod.

    Now that we have our old anode rod out, we’re going to install our new one. I call this the nunchuck anode rod because it’s flexible and easy to slide in. Just take it and drop it right in your water heater, and screw it in there, and tighten it up with your trusty pair of pliers. And next we’re going to reconnect every – water supply and turn the water on. And there you have it.

    Host, Sarah Rutan: To learn more from local top-rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Duncan Plumbing Ent., Inc. WEBSITE AND EXTERNAL FEED
Diamond Certified RATINGS ON Duncan Plumbing Ent., Inc.
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
  • Legal & Finance
Phone SURVEY RESPONSES FROM 150 VERIFIED CUSTOMERS i
Duncan Plumbing Ent., Inc. : Average 8.9 out of 10 based on 150 unique customer surveys of customer satisfaction.

Mike W.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

1 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were great to use. I would recommend them.

The gentleman who helped me seemed helpful and was very thorough. He provided the exact service I asked him to do and answered all of my questions.

Jeff S.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

2 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

If you need any plumbing services, I would highly recommend Duncan Plumbing.

They are very courteous, on time, and they do what they say they are going to do. They charge what they say they are going to charge, never more. Since the first time I have used Duncan Plumbing, I have never used another plumbing service. They have fixed anything I have ever needed the first time out.

Michael A.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

3 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very honest with their estimate, they gave me a good rundown of what needed to be repaired, and they did a very good job of communicating effectively with me.

The owner was the one who came out on site and he and the staff member he had on site with him were very friendly guys.

Maggie C.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

4 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

I've used so many incompetent plumbers to fix this consistent plumbing issue in my house, and they finally fixed it. I would recommend them to anyone.

They were on time.

Jerry F.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

5 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would say they are great to give them a call for a bid.

The guys who came out were the best.

Dennis C.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

6 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would say that I thought I knew the problem the guy was telling me otherwise and he proved this was the case.

The worker was persistent with his knowledge of the problem and was able to prove it. I appreciated it. I gave them a tip because he was so great.

James P.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

7 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

I wasn't home when they came. My nephew was staying there. I would say they are competent.

They came right away.

Holcomb C.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

8 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are an excellent, dependable, and reliable company.

Their expertise, and they know what they are doing. They are honest and they always have come through immediately for us.

Joyce R.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

9 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They should try them.

They are on time.

Burt O.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

10 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were reliable, they came when they were supposed to, and they did good work.

They did a good job.

Cristy N.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

11 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

The guy is very friendly and I ended up getting the same guy twice. Having weekend availability was great.

The guy is very friendly and I ended up getting the same guy twice. Having weekend availability was great.

Deb T.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

12 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would recommend them.

They are very professional.

Susie K.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

13 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

I thought his plumbers were confident and reliable.

They got the job done.

Douglas L.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

14 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

Very personable, on time, and reliable

They are reliable.

Trisha H.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

15 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were easy to deal with and they were good.

The fact that it was quick and easy

Helene W.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

16 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have used Duncan Plumbing since 2001 or 2002 and Scott is a great guy.

They are professional and they do what they say they are going to do. They call you back and they show up on time.

Kory M.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

17 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were quick, professional, and they had everything that they needed on hand.

I tried to fix the lever on our toilet, which was super old, failed miserably, and Duncan fixed it within 5 minutes.

Molly K.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

18 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very prompt and professional.

They got it done and now I have working plumbing.

Sam O.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

19 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

I will skip that one.

It seems like a family operation.

Shea N.

VERIFIED Duncan Plumbing Ent., Inc. CUSTOMER

20 of 150

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was an after-hours call and they came out right away so that I could have water in the house. They got it fixed that night.

The efficiency

Read All 150 Survey Responses at Ratings View