ER Plumbing Services is a family-owned plumbing company in Katy, Texas, led by owner Evan Richard and licensed master plumbers. They handle water heaters, water softeners, repiping, and drain cleaning, and they have a reputation customers rave about. So it was a serious problem when their Google Business Profile was suspended, taking almost 400 reviews offline with it.
The suspension traced back to tactics a previous marketing agency had used on the profile. Here’s how we got it back and what we built from there.
At a Glance
- Client: ER Plumbing Services, Katy, TX
- Industry: Residential plumbing: water heaters, water softeners, repiping, drain cleaning
- Field software: Housecall Pro
- What we handle: Google Business Profile reinstatement, website and hosting, AI review responses alongside Housecall Pro review requests, the Hot Water Club program, and local SEO and AI search (AEO)
A Suspended Google Business Profile
A previous agency had used tactics on ER Plumbing’s Google Business Profile that didn’t follow Google’s guidelines. Google suspended the profile, ER Plumbing dropped off Google Maps, and almost 400 customer reviews went offline with it.
For a home services company, the Google Business Profile is often the single biggest source of calls. A suspension doesn’t just hurt rankings. It stops the phone from ringing.
Reinstated Within a Week
We took over, cleaned up the profile so it followed Google’s guidelines, documented ER Plumbing as the real, licensed local business it is, and worked the reinstatement through Google’s process. The profile was reinstated within a week, with its reviews restored. Today ER Plumbing has a 4.9-star rating from 445 Google reviews.
Then we made sure it stays healthy. ER Plumbing owns its profile, the problem tactics are gone, and every change we make follows Google’s guidelines. (It’s the same reason we tell every business to own your Google Business Profile, not your agency.)
A Website and Hosting They Actually Own
We built and host ER Plumbing’s website on fast, managed hosting, focused on what homeowners need: the services offered, the license, free estimates, and an easy way to call or book. Structured data and answer-focused content help the site show up not only in Google, but in AI answers when someone asks an assistant for a plumber or a water heater replacement in Katy. That’s answer engine optimization, or AEO.
Every Review Answered in Evan’s Voice
ER Plumbing runs the business on Housecall Pro, which automatically asks customers for a review after each completed job. Our Reputation AI takes it from there, responding to every new review in Evan’s voice, so customers hear back quickly and future customers see a company that cares. We also cleaned up ER Plumbing’s customer list in Housecall Pro so campaigns reach real customers.
The Hot Water Club
Water heaters are one of ER Plumbing’s core services, and past customers are their warmest leads. We created the Hot Water Club, an annual membership program for water heater customers, and rolled it out to past customers by email in batches. Batching keeps sends manageable for the team, protects email deliverability, and turns a one-time install into an ongoing relationship.
Local SEO and AI Search
With the profile back and protected, we manage ER Plumbing’s local SEO the right way: an accurate, active Google Business Profile, consistent listings, and content built around the services and the Katy, Fulshear, Richmond, and West Houston neighborhoods they serve.
The Results
- Suspended Google Business Profile reinstated within one week
- Almost 400 reviews restored, now 4.9 stars from 445 Google reviews
- Review requests from Housecall Pro, with every review answered by our Reputation AI in Evan’s voice
- The Hot Water Club membership program rolled out to past customers
- A website, local SEO, and AI search presence ER Plumbing owns and controls
As the owner of ER Plumbing Services, I couldn’t be happier with the service and support we’ve received from My SMB Marketing Hub. They’ve been instrumental in helping us grow our online presence and keeping everything running smoothly behind the scenes. Their attention to detail, communication, and genuine commitment to our company’s success have been outstanding. Highly recommend!
Evan Richard, Owner, ER Plumbing Services
Why It Works: Done Right, Connected Together
ER Plumbing needed a partner who follows the rules and connects every piece, from Google to Housecall Pro to email, into one system. That’s a Growth Engine.
