Today we’d like to introduce you to Polly Brady.
Alright, so thank you so much for sharing your story and insight with our readers. To kick things off, can you tell us a bit about how you got started?
So my story starts long before Polly Plumbing ever existed. For about fifteen years, I worked my way up to COO of a staffing and recruiting firm in Baltimore. I was part of helping to build that business from the ground up, and my world was operations, marketing, technology, sales, and honestly anything else that needed a strategy and execution behind it. On the weekends, my husband and I spent our free time working on our house, doing what we could to improve it (like most homeowners), so we were constantly dealing with electricians, HVAC techs, plumbers, you name it.
And while there were plenty of talented people doing the work, the customer experience side was almost always the same: unclear communication, no expectations set, no follow up, and this feeling that you were bothering someone by asking a simple question. It stayed in the back of my mind for a long time.
Then came the moment that pushed me over the edge. We were updating our home and hired a plumber to fix the washing machine supply lines. He came in, didn’t explain a thing, didn’t go over pricing, finished the job, took payment, and walked straight to his van. I went to check the work and found a huge drywall cutout in my wall. I ran outside and asked if he planned to fix it. He kept walking and said, I don’t do drywall. I am just the plumber.
Something about that moment hit me in a way the others hadn’t. I remember standing there thinking, ‘there has to be other homeowners out there that feel like me and expect more’. It should not feel like this. Instead of getting frustrated, I decided I wanted to build something better. Something that made people feel cared for and respected. A service that communicated clearly, showed up professionally, and left your home feeling put back together, not worse.
We opened Polly Plumbing in March of 2025, right here in Keller, serving both Denton and Tarrant County. From day one, the community was incredibly supportive. We hired a GM and two trucks in our first month, and have been beating our goals each month. Most of our growth has come through word of mouth, which means the world to me.
I am not a plumber, and I do not try to be one. I bring the business, operations, technology, customer experience, and brand side. Our plumbers bring the technical talent and the craftsmanship. Together, we create a service that feels warm, clear, dependable, and genuinely thoughtful.
So that is how we got here. A mix of experience, a moment that pushed me to do something about it, and a belief that home service can feel a whole lot more human. And I am really proud of what we are building.
We all face challenges, but looking back would you describe it as a relatively smooth road?
Honestly, knock on wood, it really has been a smooth road and super exciting so far. And I know that is not the typical founder story. Most people say things like, we battled through seventeen storms and built the company with duct tape and caffeine. But for us, the community has been so welcoming that our biggest challenge has been keeping up with the demand.
From day one, we were committed to delivering a customer experience that felt a little like Nieman Marcus, but in the plumbing world. Clear communication, beautiful service, clean presentation, real care for people and their homes. And as it turns out, that is something families really want. The more consistently we deliver that level of service, the faster the word spreads.
We have worked with some incredible clients, and the referrals have been amazing. We even started receiving commercial project requests much earlier than we expected, which was both exciting and a little surreal. When you are still getting your systems up and running and someone calls saying, hey, can you handle this large-scale project… you have a moment of, okay, deep breath, yes, we absolutely can.
Now, of course, no business is perfect. We are still a young company, and we are learning every day. Building the right team, setting high standards, keeping up with growth, and making sure we never compromise on that premium experience… those are things we manage closely. The market has shown us that people were craving something different, and we have been grateful to step in and serve that need.
So smooth road? So far, yes. But we stay humble and work hard, because the goal is to keep earning that trust every single day.
We’ve been impressed with Polly Plumbing, but for folks who might not be as familiar, what can you share with them about what you do and what sets you apart from others?
Polly Plumbing is a woman-owned, fully licensed residential plumbing company based in Keller, Texas, built around one core idea: when something goes wrong in your home, you deserve to be heard, respected, and treated like the expert you already are.
We offer a full suite of plumbing services from fixing leaky faucets and clearing clogged drains to water heater services, water quality solutions, leak detection, and whole-home filtration systems. Our team handles both everyday maintenance and more complex plumbing needs, always with clear explanations and options so homeowners can choose what’s right for their home and family.
What we are known for most is how we treat people. That starts from the first hello… no talking over you, no rushing you off the phone, and continues with simple, clear communication, honest options, and a team that shows up on time, respects your space with boot covers and tidy work practices, and follows through with before/after photos and summaries.
One big thing that sets us apart is that we don’t treat our customers like another number or another problem to solve. Everyone on our team is fully licensed, vetted, and background-checked, so you can feel confident about the person you invite into your home.
Brand-wise, I am most proud of our promise, that we will treat you with respect, communicate clearly, and never leave you guessing. We even offer a one-year workmanship warranty on repairs and installs, so if something isn’t right, we come back and make it right at no extra charge.
What I want readers to know is that Polly Plumbing isn’t just about fixing pipes. It’s about making plumbing easier, clearer, and more human. We built this company because homeowners deserve a better experience, one where you feel respected, supported, and confident in the work being done in your home.
Is there anything else you’d like to share with our readers?
Plumbing can be stressful. A leak, a clog, a cold shower… it never happens on a day when you have extra time or extra patience. My goal with Polly Plumbing is to make those moments lighter. Kinder. Easier.
We built this business because people deserve to feel respected and informed when someone steps into their home. You should not feel brushed off or talked over. You should feel supported. And you should walk away thinking, well, that was actually a good experience.
I also want readers to know that we love this community. Truly. The support we have received since day one has been humbling, and we do not take it for granted. Every call, every review, every referral… it means more than you know. It lets us keep growing the team, raising the service bar, and showing what a plumbing company can be when it is run with heart.
And lastly, if you ever see one of our trucks around town or spot our parrot logo on social, please say hello. We are real people behind this business. Real families. Real pride in our work.
We are grateful for every household that invites us in, and we look forward to serving many more.
Contact Info:
- Website: https://pollyplumbing.com/
- Instagram: https://www.instagram.com/callpollyplumbing/
- Facebook: https://www.facebook.com/callpollyplumbing/
