Chapman Bros. Plumbing, Heating and Air Conditioning

Staff Attitude and Customer Service: A notable percentage of reviews express frustration regarding the attitude of both field technicians and office personnel. Many customers characterized certain employees as rude or dismissive, particularly towards female clients, leading to feelings of disrespect and undervaluation. Positive reviews, on the other hand, praise specific team members for their pro... Read more

Staff Attitude and Customer Service: A notable percentage of reviews express frustration regarding the attitude of both field technicians and office personnel. Many customers characterized certain employees as rude or dismissive, particularly towards female clients, leading to feelings of disrespect and undervaluation. Positive reviews, on the other hand, praise specific team members for their professionalism and kindness, indicating inconsistency in training or management of personnel.Pricing and Transparency: There is a widespread complaint regarding billing practices, with multiple customers asserting that they felt misled about prices beforehand. Several reviews described feeling pressured to make immediate decisions and expressed irritation at unexpected charges, particularly the service fee, which was reportedly presented inconsistently. Some customers noted that actual charges exceeded initial quotes significantly, leading to feelings of being overcharged or scammed.Service Competence: While a segment of the reviews applauded Chapman for their ability to handle extensive and complex projects, others reported dissatisfaction with the competency of specific technicians. Instances of perceived incompetence surfaced, such as technicians needing to look up installation instructions or failing to fix issues proficiently. This inconsistency leads to a mixed perception of the company's expertise.Communication Issues: Many reviewers highlighted failures in communication, both in terms of follow-up and clarity regarding service and pricing. Customers felt that they often had to chase responses, and when answers were provided, inconsistencies arose compared to initial claims made by staff. Across various reviews, the need for improved communication was a recurring theme.Mixed Experiences on Repeated Use: Several long-term customers expressed disappointment after years of loyalty, indicating a decline in service quality over time. Many vowed to seek alternative providers for future needs, suggesting that Chapman Bros. may be losing existing clientele due to recent service failures while still managing to attract new clients intrigued by good initial impressions.Positive Feedback for Specific Cases: Despite the overall negative sentiment, there are clients who had positive experiences, often detailing successful outcomes for complex installations and repairs. These reviews emphasized thoroughness, attention to detail, and high-quality workmanship, particularly praising the management and some veterans in the team such as Bill and Tom. This suggests that while individual experiences may vary significantly, there exists a core group within the company capable of delivering excellent service. In summary, Chapman Bros. Plumbing, Heating, and Air Conditioning shows a mixed reputation based on recent feedback, with many unhappy customers citing issues with communication, billing practices, and staff attitudes, against a backdrop of some positive remarks about the technical skill and craftsmanship of select employees. Read less