Reply templates · Plumbers, electricians & home services
How to reply to an unfair 1-star review of your plumbing or trades business
Trades 1-stars have a special flavour: people review the price of the emergency, not the quality of the work. The midnight geyser callout costs what it costs — but 'R950 just to LOOK at it??' becomes a 1-star at 7am. There's also the quote-shopper who never hired you but reviews the price. Your replies should do one job: show the next homeowner that your pricing is upfront and your work is guaranteed.
Reply 1 · Callout fee anger
Hi Mrs Naidoo, the callout fee is quoted on the phone before we dispatch, and it covers a qualified plumber, a stocked bakkie and the diagnosis itself — it's also deducted from the job if you proceed, which most customers do. We're sorry the geyser news wasn't better, but the fee was no surprise sprung on site. — [Business]
Reply 2 · Emergency/after-hours pricing
Hi Mrs Naidoo, a burst pipe at 11pm is stressful and the after-hours rate doesn't help the mood — we understand. That rate is what gets a registered plumber out of bed and to your door in 40 minutes, and it was confirmed by WhatsApp before we left the depot. The repair itself carries our 12-month guarantee, tonight rate or not. — [Business]
Reply 3 · Never actually hired us
Hi, our records show we quoted this job but weren't hired to do it, so this review rates a price, not our work. The quote was free, itemised and valid for 30 days — we stand by it. To anyone reading: our completed jobs and their outcomes are what the other reviews here describe. — [Business]
Before you hit reply
- Restate the pricing process (quoted upfront, confirmed on WhatsApp) — that's what readers need to hear
- Mention your guarantee in every defensive reply; it's the trust anchor
- Distinguish 'quoted' from 'hired' politely but clearly on non-customer reviews
- Keep WhatsApp records of quotes and approvals — they settle disputes without drama
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