Century Rooter Service & Plumbing

Positive Experiences with Technicians: - Many reviews praise specific technicians like James, Luis, and Devin for their professionalism, expertise, and outstanding customer service. Customers note their knowledge and ability to explain issues and solutions clearly, creating trust and satisfaction with the service provided. - Repeated positive mentions highlight timely arrivals, efficient wor... Read more

Positive Experiences with Technicians: - Many reviews praise specific technicians like James, Luis, and Devin for their professionalism, expertise, and outstanding customer service. Customers note their knowledge and ability to explain issues and solutions clearly, creating trust and satisfaction with the service provided. - Repeated positive mentions highlight timely arrivals, efficient work, and an overall polite demeanor, resulting in a positive impression of the company's workforce.Service Inconsistency: - Multiple reviewers express frustration over inconsistent service quality. While some had fantastic experiences, others cited incidents of upselling, inadequate solutions, and lack of empathy from the office staff, particularly after management changes. Some customers felt that they were taken advantage of, especially regarding service charges that seemed unjustified or unclear upfront.Communication Concerns: - Reviewers pointed to a communication breakdown, particularly concerning scheduling and follow-ups. Instances of technicians arriving ill-prepared for the job or misunderstandings between customer needs and technician expertise were noted. A lack of timely responses from management when addressing complaints or service issues was also a concern for many.Pricing and Upselling Issues: - Multiple customers reacted negatively to perceived upselling tactics, where additional charges were added unexpectedly for supplemental services. This issue seems particularly pronounced following the sale of the company, indicating a shift in policy that has left some long-term customers feeling uncomfortable.Trust and Recommendations: - There is a bifurcation where some customers continue to express strong loyalty to the company, citing long-standing relationships and consistent quality over years. Conversely, other reviewers are determined to seek alternative plumbing services due to recent negative experiences, highlighting the need for the company to reassess customer service strategies and regain trust.Customer Testimonials vs. Complaint Incidents: - Many positive reviewers shared personal experiences that included repeat business, showcasing a willingness to recommend the company to friends and family. Complaints about customer service were often pointed at systemic issues rather than isolated technician failures, suggesting a broader operational gap in the company's service model. In summary, while Century Rooter has a reliable reputation stemming from its past excellence and many dedicated employees, current management practices and customer service strategies have led to a decline in customer satisfaction for a segment of their client base. The feedback suggests a critical need for the company to enhance communication, reassess pricing practices, and ensure that all technicians embody the customer service ethos that has historically characterized their brand. Read less