iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%85+46.4Reliability 24%92+22.3Value 14%100+14.1Replies to reviews 7%9+0.6Craft & service penalty49−5.1Experts Score= 78Grade B: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.78SCORE
BGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#50 of 66 septic tank servicesiPosition by Experts Score among all companies we track in this category. · better than 25%
4.8★★★★★151 Google reviews · 24 photos
86%five-star reviews
4.88★last 12 monthsiAverage stars on reviews from the last 12 months only.
0%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
Nelson Family Plumbing & Water Heaters at a glance
Customers frequently praise the company for quick response times, clear communication, and fair pricing across services like water heater installation, drain cleaning, and fixture repairs. Recurring themes highlight professional staff who explain repairs in simple terms and accommodate urgent or complex jobs. However, low-star reviews cite a pattern of poor phone accessibility, including unanswered calls and voicemail issues, along with instances of unprofessional interactions when scheduling service.
Google rating: 4.8 out of 5 from 151 reviews (86% five-star).
Reviews on this page: 148 Google reviews (140 with written comments).
Owner responses: the business replied to 0% of reviews.
Most recent review: October 18, 2026.
Service: Septic Tank Service serving Richmond, California.
Data from Google, last updated October 28, 2026.
Score profile vs other septic tank services
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: value and momentum; weakest: replies to reviews.
This companySeptic Tank Services median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Nelson Family Plumbing & Water Heaters: 85/100 on this factor. Category median: 91.A
85
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Nelson Family Plumbing & Water Heaters: 92/100 on this factor. Category median: 87.A
92
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Nelson Family Plumbing & Water Heaters: 49/100 on this factor. Category median: 95.C
49
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Nelson Family Plumbing & Water Heaters: 100/100 on this factor. Category median: 100.A
100
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Nelson Family Plumbing & Water Heaters: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Nelson Family Plumbing & Water Heaters: 9/100 on this factor. Category median: 72.F
9
Bar = this company · dark tick = category median.
Star ratings
148 Google reviews we collected
4.8of 5
5 stars12786%
4 stars1711%
3 stars00%
2 stars00%
1 star43%
Praise vs complaints
Phrases our text analysis found in 140 written reviews
98%praise
Praise54198%
Complaints92%
PriceiGoogle asks reviewers whether the price was great, reasonable or overpriced; these are their answers.
Price verdicts customers left with their Google review
100%fair
Great price5054%
Reasonable4346%
Overpriced00%
Not sure00%
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude10820%
Speed & response10419%
Communication7714%
Would recommend7213%
Quality & results7113%
Honesty & trust6011%
Price & value5811%
What customers talk about
We read 140 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“He also took extra time to explain some of the other plumbing in the utility area, which was very helpful as a first-time homeowner.”
“He fixed the issue quickly, and right away the water flow was back to normal like new.”
“…nd Diego arrived in about 45 minutes, quickly found the problem, and explained the repair and replacement options in simple terms with a few money-sav…”
“Highly recommend for reliable plumbing service and clear communication.”
“They truly went above and beyond, and I can't recommend them highly enough!”
“I had a great experience with Nelson Family Plumbing & Water Heaters.”
“Bay Plumbing & Rooter is the epitome of everything awful in a business.”
“The whole service felt honest, fast, and professional, and I would gladly call again for any future plumbing or water heater needs.”
“Dispatch was easy to work with, the follow-up was excellent, and the price was very fair compared with other quotes I received.”
People customers mention
Hercules50 reviews
Norman22 reviews
Gerald18 reviews
Diego16 reviews
Jeff16 reviews
Malik16 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Nelson Family Plumbing & Water Heaters for 5 kinds of job. Pick one to see what they paid and said.
oscar3 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★★
I had a great experience with Nelson Family Plumbing & Water Heaters. Diego came out to remove a saddle valve on one of my water lines that was causing very low flow to the refrigerator dispenser, and he replaced it with a proper compression stop. He fixed the issue quickly, and right away the water flow was back to…
Great priceWater heater installationDrain cleaning
Shawn4 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a week ago★★★★★
Exceptional customer service and an easy, smooth experience from start to finish with Nelson Family Plumbing & Water Heaters. We had a leak at our water heater, and Diego arrived in about 45 minutes, quickly found the problem, and explained the repair and replacement options in simple terms with a few money-saving…
Reasonable priceDrain cleaning
P1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 weeks ago★★★★★
I called Nelson Family Plumbing & Water Heaters after feeling frustrated with a previous plumber who came out to review some plumbing work and give estimates. From the first phone call, Jeff sounded much more experienced and gave a clear, realistic idea of the work and pricing. Later, Malik came out to handle the…
Reasonable priceWater heater installation
jon1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 weeks ago★★★★★
i called to set up an appointment for a kitchen sink installation and some plumbing updates under the sink. they fit us into the schedule pretty fast, and they stayed ready to help even when the job turned out to be bigger than expected because of older plumbing in the house. diego got the drain lines, water lines,…
Great priceWater heater installation
Gavin1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 weeks ago★★★★★
We had an emergency plumbing problem and called several plumbers, but most were too busy to help right away. Nelson Family Plumbing & Water Heaters listened carefully to what was going on and still arranged for Diego to stop by between service calls. He took the time to inspect the plumbing issue, explain the cause…
Great priceGarbage disposal installation
Dean4 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
i had a few questions about putting in a drain pump under my bar sink because it was not draining right. jeff spent a few minutes on the phone with me, listened to the plumbing issue, and shared his experience with sink drain pumps and basic troubleshooting. He walked me through what to check, explained the likely…
Great priceWater heater installationShower installation
I had a great experience with Nelson Family Plumbing & Water Heaters. Diego came out to remove a saddle valve on one of my water lines that was causing very low flow to the refrigerator dispenser, and he replaced it with a proper compression stop. He fixed the issue quickly, and right away the water flow was back to normal like new. He also took extra time to explain some of the other plumbing in the utility area, which was very helpful as a first-time homeowner. Dispatch was easy to work with, the follow-up was excellent, and the price was very fair compared with other quotes I received. The whole service felt honest, fast, and professional, and I would gladly call again for any future plumbing or water heater needs. Highly recommend for reliable plumbing service and clear communication.
Price assessment: Great price
Services: Water heater installation, Drain cleaning
Shawn K4 reviewsiTotal number of Google reviews Shawn has written across all businesses on Google Maps, not just this one.
Exceptional customer service and an easy, smooth experience from start to finish with Nelson Family Plumbing & Water Heaters. We had a leak at our water heater, and Diego arrived in about 45 minutes, quickly found the problem, and explained the repair and replacement options in simple terms with a few money-saving choices. The estimate was prepared fast, the work was scheduled right away, and the new water heater installation was finished by the end of the day. He was friendly, professional, and went above and beyond to make sure everything was working properly, cleaned up, and checked for any other plumbing concerns before leaving. The office staff and Gerald were also very helpful, kind, and easy to work with throughout the whole process. I would gladly recommend this plumbing company again and again to anyone needing water heater or plumbing service.
Price assessment: Reasonable price
Services: Drain cleaning
Jameson Ayala5 reviewsiTotal number of Google reviews Jameson has written across all businesses on Google Maps, not just this one.
We first had the sewer lines under our house replaced with PVC, and that job went very smoothly. Based on that experience, we felt confident calling Nelson Family Plumbing & Water Heaters again when we needed help with another plumbing repair.
More recently, we had a faucet handle replaced, and the service was just as good. Anita quickly arranged for Jeff to come out with a modern replacement part that fit well and worked perfectly.
The new handle was installed within a day, which made the whole process easy and stress free. There were no delays or runaround, just dependable plumbing work done the right way.
From the estimate to the repair to the billing, everything was handled professionally and clearly. The pricing was fair, and the communication throughout the job was helpful and straightforward.
It is hard to find a plumbing team in Hercules that is this consistent and easy to work with. If you need sewer line work, faucet repair, or other plumbing service for your home or business, I would definitely recommend them.
Price assessment: Great price
Services: Drain cleaning
P Mills1 reviewiTotal number of Google reviews P has written across all businesses on Google Maps, not just this one.
I called Nelson Family Plumbing & Water Heaters after feeling frustrated with a previous plumber who came out to review some plumbing work and give estimates. From the first phone call, Jeff sounded much more experienced and gave a clear, realistic idea of the work and pricing. Later, Malik came out to handle the job, and he was excellent. He was professional, polite, and clearly knew his plumbing trade. In under two hours, he fixed my water pressure problem, installed a new faucet, and replaced the garbage disposal. The whole process was smooth, efficient, and much better than my earlier experience. I really appreciated the honest communication, fair estimate, and quality workmanship, and I would definitely recommend them.
Price assessment: Reasonable price
Services: Water heater installation
jon shepherd1 reviewiTotal number of Google reviews jon has written across all businesses on Google Maps, not just this one.
i called to set up an appointment for a kitchen sink installation and some plumbing updates under the sink. they fit us into the schedule pretty fast, and they stayed ready to help even when the job turned out to be bigger than expected because of older plumbing in the house. diego got the drain lines, water lines, and fixtures brought up to date and finished the sink install while handling a few unexpected issues along the way. the communication was quick, clear, and professional, and they kept us informed through every step of the plumbing work. the whole process felt smooth, and the work area was kept neat. i would gladly use them again for future plumbing repairs and installations.
Price assessment: Great price
Services: Water heater installation
Gavin Massey1 reviewiTotal number of Google reviews Gavin has written across all businesses on Google Maps, not just this one.
We had an emergency plumbing problem and called several plumbers, but most were too busy to help right away. Nelson Family Plumbing & Water Heaters listened carefully to what was going on and still arranged for Diego to stop by between service calls. He took the time to inspect the plumbing issue, explain the cause in simple terms, and make a temporary repair so we had water service and basic function until the full plumbing repair could be completed. The whole process felt organized and reassuring during a stressful situation. Everyone we spoke with was polite, professional, knowledgeable, and clearly experienced with emergency plumbing work. We were very happy with the service and would gladly call again for any plumbing or water heater needs.
Price assessment: Great price
Services: Garbage disposal installation
K F Foley3 reviewsiTotal number of Google reviews K has written across all businesses on Google Maps, not just this one.
from start to finish, company: Nelson Family Plumbing & Water Heaters was excellent. some of the big plumbing companies that advertise on tv told us my son's sewer line could not be relined and that it had to be fully dug up and replaced for around $20k. instead, they explained that the sewer pipe could be lined with a cured-in-place liner inside the existing line, which avoided a major excavation. the city inspector in Hercules even commented that it was a very well done cipp sewer lining job. the total price came in at about $9,250, which was a huge savings compared with full sewer replacement. malik in the office was very helpful before the work started and also followed up after the job. diego and norman handled the sewer liner installation and did a great job. since i was curious about the plumbing process, they called me down to show me some of the key parts of the work, which i really appreciated. both were friendly, respectful, and clearly knew sewer repair very well. diego also made sure i understood that the camera video of the completed lining would be important to keep for future home sale records. that was helpful because many older homes in Hercules have aging clay sewer pipes and often need trenchless sewer repair or sewer relining. i also appreciated how clearly everything was explained, from the scope of work to the materials used and what to expect after the installation. in plumbing, sewer work, roofing, and hvac, the large national brands on tv often charge much more than experienced local crews. this team provided skilled workmanship, honest guidance, fair pricing, and a smooth process all the way through. i highly recommend them for sewer line repair, trenchless pipe lining, and other plumbing services.
Price assessment: Reasonable price
Services: Shower installation
Abby Delgado1 reviewiTotal number of Google reviews Abby has written across all businesses on Google Maps, not just this one.
We needed a basic shower faucet repair and reached out to a few plumbers. Jeff got back to us fast with a clear quote by text after looking at a few photos, while most others wanted to schedule a call later, which would have slowed everything down. He gave us a firm price and a quick weekend appointment, only a couple of days after our request. Jeff arrived right on time and handled the shower valve repair quickly and professionally. He found that the previous plumbing work during our remodel was missing the Moen valve sleeve, which caused the faucet problem and prevented the new part from being installed properly. He took the extra step to locate the correct part right away and returned the next day to finish the plumbing job. He was friendly, dependable, and clearly knew his trade. The final bill matched the original quote exactly, plus the cost of the part with no markup. No hidden charges, no hassle, just honest plumbing service and solid workmanship. We really appreciated the fast response, good communication, and quality repair, and he will definitely be our go-to plumber for future faucet or shower plumbing needs.
Price assessment: Great price
Dean Nunez4 reviewsiTotal number of Google reviews Dean has written across all businesses on Google Maps, not just this one.
i had a few questions about putting in a drain pump under my bar sink because it was not draining right. jeff spent a few minutes on the phone with me, listened to the plumbing issue, and shared his experience with sink drain pumps and basic troubleshooting. He walked me through what to check, explained the likely cause in simple terms, and helped me avoid paying for a service call that was not needed. That kind of honest help is hard to find. Very professional, knowledgeable, and easy to talk to. It is clear they know plumbing systems, drain lines, and pump setups very well. Even though i have not needed an in-person visit yet, this experience gave me a lot of confidence, and i will absolutely call them when i need plumbing service in the future. Really appreciate the time, advice, and expertise.
Price assessment: Great price
Services: Water heater installation, Shower installation
Jeff Hensley1 reviewiTotal number of Google reviews Jeff has written across all businesses on Google Maps, not just this one.
I was very impressed with Jeff from Nelson Family Plumbing & Water Heaters from the first visit. He came out on a Saturday evening to clear an outside kitchen drain line and used a larger drain cable to fully remove the blockage. He worked fast, explained what was going on, and the price was very fair. I asked him to come back later to fix an ongoing drainage problem near our back patio, and it turned out to be a bigger plumbing job because tree roots had grown into old, undersized drain piping. He had to cut through concrete, remove the damaged section, install new ABS pipe, and patch the concrete afterward. The whole repair was handled with care and real skill, and the area was left neat when the work was done. It is a relief to have found a plumber with this level of experience and professionalism.
