Roy

The feedback for Roy's Plumbing, Heating & Cooling reveals a bifurcated customer sentiment. On one hand, the technicians, particularly names like Jeff and Matt, receive significant accolades for their expertise, professionalism, and approachability. Reviews often highlight their communication skills, willingness to explain processes, and overall care in delivering service. This aspect indicates th... Read more

The feedback for Roy's Plumbing, Heating & Cooling reveals a bifurcated customer sentiment. On one hand, the technicians, particularly names like Jeff and Matt, receive significant accolades for their expertise, professionalism, and approachability. Reviews often highlight their communication skills, willingness to explain processes, and overall care in delivering service. This aspect indicates that the company is successful in training its employees to maintain a positive customer interface. Conversely, a large number of customers report dissatisfaction with the company's pricing tactics and transparency. Many reviews indicate that consumers felt prices were exorbitantly high compared to the work performed, with some alleging that they were taken advantage of during emergencies. Issues around upselling were noted, where technicians recommended unnecessary work or replacement, leading customers to seek second opinions from other providers who charged considerably less for the same services. Instances of service delays, poor scheduling practices, and inadequate or obstructive customer service interactions were also reported, contributing to a feeling among some customers that their complaints were dismissed or not taken seriously. Several reviewers expressed disbelief at the price quotes received, especially in contexts where rapid, efficient fixes were provided by competing service providers at lower rates. Finally, there are notable positives regarding the company's swift response times and ability to handle emergencies, with many clients appreciating the 24-hour service availability. This element enhanced the overall user experience for those who encountered urgent issues, balancing some of the negative sentiments related to pricing. In summary, while many customers praise Roy's for high-quality service and professional technicians, the consistent critiques regarding pricing and perceived dishonesty suggest a need for improved transparency in service offerings and pricing to foster greater trust and satisfaction. Read less