Narrow Way Plumbing & Heating

Positive Experiences: A substantial number of customers reported very positive experiences with Narrow Way Plumbing, particularly highlighting technicians like Mario and Lewis for their professionalism, promptness, and expertise. Many reviews noted that these technicians were courteous, knowledgeable, and able to quickly identify and resolve problems. Long-term patrons appreciated the consistency ... Read more

Positive Experiences: A substantial number of customers reported very positive experiences with Narrow Way Plumbing, particularly highlighting technicians like Mario and Lewis for their professionalism, promptness, and expertise. Many reviews noted that these technicians were courteous, knowledgeable, and able to quickly identify and resolve problems. Long-term patrons appreciated the consistency in service quality and expressed strong loyalty to the company, with several stating they have used them for over 20 years.Strong Technical Competence: Reviews often mentioned the technical skills of the crew as exemplary, with multiple clients expressing gratitude for the effective and efficient way issues were diagnosed and resolved. They particularly praised the thorough explanation of necessary repairs and transparent pricing structures.Customer Service Issues: Despite the favorable reviews, there were significant complaints about poor customer service, mainly involving communication lapses. Some customers reported that calls went unreturned, appointments were missed, and there was a lack of follow-up on promised work. Instances where customers felt disrespected or disregarded by the front office staff were particularly emphasized. This inconsistency appears to contribute to a wavering trust in the company's service reliability.Billing Discrepancies: Several reviews raised concerns about billing practices. Customers felt billed unfairly for the time taken on jobs, especially when the actual service times were significantly shorter than what was charged. Confusion over flat rates and additional fees, coupled with insufficient explanation from billing staff, resulted in customers feeling misled and frustrated about their charges.Potentials for Growth: Many loyal customers see the potential for Narrow Way to improve their service by enhancing communication and responsiveness, particularly in emergency situations. The call for on-call services during off-hours was mentioned as a viable area for improvement that could address customer concerns more effectively. Overall, while Narrow Way Plumbing & Heating has a dedicated client base that appreciates their technical skills and reliability in service, the company faces significant challenges in their customer service practices and billing transparency that need to be addressed to enhance their overall reputation further. Read less