By Debra Moore
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The sign says it all. Photo by Debra Moore
It was Monday on Memorial Day weekend, two days before the store, which opened 47 years ago, was due to close, but Jim and Judi Madden were at work. She was busy answering calls even though it was a holiday and Jim was on his way to Calpine to do four service calls nearby.
The couple opened Madden Plumbing and Heating on June 1, 1976 and closed the doors on May 31, 2023. Though they’re not taking new calls, Judi said they have about a month’s worth of commitments to fulfill and will then start work next phase of their lives – which they are keen to tackle at the age of 76 (Judi) and 78 (Jim).
Jim and Judi will celebrate their 53rd wedding anniversary this August; They met in San Mateo, where Jim was a third-generation plumber. “Each generation had their own plumbing company,” Judi said. When Ted Hoskins, then Bank of America manager, said during a visit to Quincy in 1973 that the town needed a plumber, the decision was made.
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They bought a house in 1974 and spent a few years traveling back and forth between the Bay Area and Quincy while Judi studied small business management. They first operated from their home and then from a building in East Quincy before moving into their current building just off Main Street with its distinctive red, white and blue decor and matching trucks parked in front.
The building is filled with records and sanitary supplies spanning over 40 years that will need to be sorted, stored and/or sold in the coming months. The Maddens had hoped to sell their company, but despite the profitability, there was no taker – at least not yet. “We trained so many plumbers and then they went on their way,” Judi said, and while many went on to open their own businesses, none wanted to take on an operation as big as Madden Plumbing.
Madden Plumbing billed $138,000 in April, up from $1.4 million last fiscal year. This workload requires employees to take calls, schedule calls, get work done, send out bills, and collect the money. Judi said the plumbers they trained had no interest in managing this type of staff. It worked for Judi and Jim because she takes care of the office while he’s out in the field.
Judi has long been known for answering the phone. “It’s a great day at Madden Plumbing and Heating… how can I make you smile?” Usually the answer is pretty simple: help!
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Judi owes part of their success to their approach: They do without new buildings and concentrate on service calls. “We’ve voluntarily built a new house for the last ten years,” she said. “There is no money (for new buildings). We’re in business to support ourselves, pay our employees, contribute to the community and be there when our customers call.” When someone calls a plumber, they have a problem and are only too happy to help Paying to keep water from leaking or the toilet from clogging.
One of their strange calls involved the latter, when it was revealed that a ninja turtle was responsible for the spill. Another time it was dentures. There was also a nursing home patient who regularly flushed pillowcases down the toilet.
Most of their business comes from the Quincy and Eastern Plumas areas. They also served Greenville but lost 150 customer homes to the Dixie Fire. Judy can enter any address in her service area and give you 20 years of service history for that residence or business.
During the COVID-19 crisis, many companies have been forced to downsize or close their stores, and the Maddens have been busier than ever. During the pandemic, people moved into their second homes and their customer base expanded rapidly.
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When looking to sell their company, the Maddens worked with a mergers and acquisitions firm, who told them part of their challenge was that they were 80 miles from a Home Depot. They replied it was a strength. “We have water heaters here and someone to install them,” Judi said of her ability to provide a full service.
But after 47 years, it’s up to someone else to install those water heaters or clean the toilets. When they have completed their last eight commitments, they begin the actual closing process. In addition to handling the equipment, there is also a four-legged animal and a winged creature to consider.
Jack Flash, the cat who spends most of his time in the office wherever he pleases, will become a permanent fixture at home, where he is reluctant to go when Judi insists. It’s not far, Jim and Judi live just 177 steps from the office (according to Judi’s fitness tracker).
Then there’s Wyatt Papenhausen, who greets all who enter from the large birdcage at the entrance to the building. He (actually she – a bird doctor told them – but when Wyatt got his name was not known) will hopefully be reunited with his/her family.
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In retirement, Jim and Judi hope to spend more time with their own family. Daughter Jessica lives in Cold Springs near Reno and they are looking forward to playing with grandson Logan, who turns three in September.
The Maddens also have a large family of exchange students who they have hosted over the years, as well as students from Feather River College. Not only are they generous with their contributions, but also with their time.
Now they will be able to spend more time together and travel, although Quincy will always stay at home. No doubt Judi will answer the phone while the surgeries wrap up. So give her a call and this time we can all say thank you and put a smile on her face.
Jim Madden didn’t let up in the days leading up to the shutdown. Photo by Debra Moore
Judi Madden sits at her desk and takes a call. She can access information on each customer going back 20 years through her computer system. Photo by Debra Moore 
After the Dixie Fire, the Wyatt bird became a permanent fixture at the entrance to Madden Plumbing. Judi and Jim took in both the bird and its owner after the fire. While its owner moved on, Wyatt stays. Photo by Debra Moore 
Jack Flash the cat makes himself at home in almost any spot in the office he chooses. Photo by Debra Moore
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