Empire State Plumbing

A substantial portion of the reviewers commended Empire State Plumbing for their quick response times and competent technicians, with praise particularly directed toward individuals like Steve and Tom for their thoroughness and communication skills. Many customers experienced emergencies and found the team at Empire to be reliable in addressing urgent plumbing needs, expressing satisfaction with t... Read more

A substantial portion of the reviewers commended Empire State Plumbing for their quick response times and competent technicians, with praise particularly directed toward individuals like Steve and Tom for their thoroughness and communication skills. Many customers experienced emergencies and found the team at Empire to be reliable in addressing urgent plumbing needs, expressing satisfaction with the quality of work performed. Reviewers also appreciated the clarity in communication from technicians who often walked them through the work being done and ensured that they were informed of related costs. However, a significant number of reviews revealed frustrations primarily focused on Empire's pricing structure. A recurring theme was the dispatch fee, perceived by many as excessive, particularly when it was charged separately from the estimate or when the estimate did not get credited against subsequent repairs. Customers often noted a disconnect between what they had been quoted before the service visit and the final charges they received, with instances of unexpected costs leading to dissatisfaction. Several reviewers shared experiences where technicians left jobs incomplete or caused additional issues, prompting the need for follow-up service at added costs, which raised doubts about the company's commitment to accountability in their work. Consequently, complaints about customer service arose when addressing these post-service issues, with some customers feeling their concerns were dismissed or inadequately handled. In conclusion, while Empire State Plumbing frequently provided excellent service and skilled labor, their overall reputation suffers due to complaints about pricing transparency, customer service inconsistencies, and billing practices. Balancing exceptional service delivery and improving customer experience concerning transparency and responsiveness could enhance their overall standing in the market. Read less