Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for sewer line contractors that have earned the prestigious Diamond Certified award. For Gladiator Repipe, Inc., the best way to keep customers satisfied is to provide the kind of quality assurance that can only come from the top of the chain. “One of the benefits of working with us is all three of the owners are hands-on,” says President James Bailey, who runs the company with his brothers, Joseph and Brian. “Any time there’s an owner involved on a project, the quality goes way up. Plus, since we have a vested interest in our long-term success, we do whatever it takes to maintain customer satisfaction.”

Gladiator Repipe has been replacing and installing pipes for residential clients in Santa Clara, Alameda, and Santa Cruz Counties since 2013. The company also has the training and equipment to perform general plumbing work like water heater installations and sewer line repairs, and it’s available 24/7 to handle plumbing-related emergencies.

Unlike less experienced plumbing contractors that are difficult to reach when not on the jobsite, Gladiator Repipe establishes clear lines of communication from the outset. “In addition to being onsite estimating and managing projects, my brothers and I give out our cellphone numbers so clients can reach us directly,” says Mr. Bailey. “That way, if they have questions or concerns, they don’t have to go through a chain of employees to get in touch with an owner-they get direct results.”

Another distinguishing attribute of Gladiator Repipe is its highly efficient process, which includes sending five or six technicians to each jobsite. “Of course, this allows us to get the job done faster, but it also allows us to maintain consistent quality because there are several eyes on each phase of the work,” explains Mr. Bailey. “We have what it takes to repipe almost any home in one day without sacrificing quality, and that’s pretty rare in this industry.”

Plastic water piping may be an economical option, but when it comes to long-term value, copper is king. With today’s sophisticated synthetic technology, plastic has become a popular choice for water piping, particularly for homeowners on limited budgets. However, when it comes to choosing pipes, there’s a lot more to consider than the bottom line, which is why homeowners should educate themselves on their options.

“PEX piping is cross-linked polyethylene tubing, which basically means it’s an extremely durable type of plastic,” says James Bailey, president of Gladiator Repipe, Inc. in San Jose. “It has a few noteworthy advantages like being inexpensive and quick to install, and it also offers superior flexibility and is about eight times quieter than copper in terms of the sound of water travelling through it.”

However, despite these benefits, Mr. Bailey says PEX piping has a couple of drawbacks consumers should know about. “One of the main disadvantages of PEX piping is its leaching quality, which means some of the polyvinyl chlorides in the pipe end up in the water. Even though today’s PEX piping has been engineered to bring the leaching down to an acceptable level, this is still something for health-conscious consumers think about.”

Another disadvantage of PEX piping concerns the fittings. Unlike copper pipe fittings, which are soldered on, the fittings for PEX piping aren’t bonded to the pipe. Even though they fit tight at the time of installation, the vibrating of the pipes eventually causes the fittings to loosen. “It’s not a matter of ‘if’ the pipe will leak; it’s a matter of ‘when,’” says Mr. Bailey.

Regardless of its faults, PEX piping still has a 25-year lifespan, which gives homeowners a reasonable value for their investment. However, when compared to copper piping’s 50-year expected lifespan, its true cost-effectiveness is called into question. Copper piping is more expensive to install at the outset, but with double the longevity, it offers a substantial long-term value. Additionally, unlike PEX piping, copper doesn’t leach any harmful chemicals and is recyclable, so it’s a superior choice for both personal health and the environment.

Q: How long will it take to complete my project?

A: From start to finish, our process takes four days: two days of work and two days of inspections. The first day is for repiping, and your home will be without water for approximately six to eight hours. On the second day, the city does its inspection. On the third day, we do the sheetrock and patching. On the fourth day, we conduct the final inspection.

Q: Do you use subcontractors?

A: No, all of our technicians are employees. We’re happy to provide a list of employees upon request, as well as proof of liability and workers’ compensation insurance.

Q: Can you add custom features or additions?

A: Yes, that’s a common request. Whether you want to install a water softening system or extend piping access to certain rooms, we’ll be happy to take a look, figure out the most cost-effective way to do it and make it happen.

Q: How do I know if I need to replace my pipes?

A: There are several signs to look for, including the presence of rust in the water and multiple leaks throughout your piping system. In general, if your home has old, galvanized steel piping, it’s a good idea to have it replaced. These pipes are prone to corrosion, which can cause a lot of problems over time.