Experienced a horrible repair from Roy's re: furnace Could not correct heat shutting off After a week their "experienced" service recommended "leveling our furnace" for $15,- $18,(not including parts), or "junking" our 5yr old furnace! It WAS NOT a condensation issue: [redacted] CORRECTED by a simple adjustment to flame sensor We spent unnecessary $w/o resolution! Roys incorrect & deceptive recommendations! Highly recommend do not do business.....Contact [redacted] !
I am in receipt of your letter concerning the complaint that you received fro Mr [redacted] J***.On June 6, Mr [redacted] did have our company out for a service call which stated that air was blowing out but it was not cold for his A/C systemOur service technician diagnosed that there was a tow charge for the refrigerantCustomer was given price of $to recharge system which includes no dye or sealerAlso customer paid a service fee of $plus tax which came to the grand total of $324.02.Notes and invoice indicate a small non obvious leakWhich means there is a leak or the company that put it in didn't charge it properlyI see in the system that we quoted new equipment in The unit we were working on was a newer system under years old.Mr [redacted] stated in compliant that his unit didn't work after our technician left but we never received any calls stating that there was a problemUnit was running correctly and blowing cold air when our technician leftAt this team we feel that there is no reason for us to issue a refund.Please feel free to contact me with any questionsSincerely, James MS [redacted] Heating and Cooling Manager
Company is a ripoff! Called them for the $A/C check, representative came out with the Heating & Cooling supervisor Claimed the system needed an electrical rejuvenation ($or $if I got the Silver Plan, which allowed for a Heat Check and a whole house plumbing inspection (more on this later)) and a refrigerant top off because it was "empty." He could guarantee that the refrigerant fiwould work although he had no idea why a year old A/C unit would be out of refrigerant He stated that there was no way this unit would make it through the summer due to the issues I told him I would pass on all of the above as a system only in use for years wouldn't have all these issuesHad a subsequent heating & cooling person come out (who just happened to previously work for Roy's at one time) inspect our A/C and found a completely full refrigerant (which was odd since I was just told it was empty) and nothing wrong with the electrical He told me that was the way Roy's operates They tell their techs to "find" as many things wrong as possible (even if there is nothing wrong) and up-sell the plans so that they can do the same thing on the return "checks." He found nothing wrong with our unit and told us we would be fine It's now the end of the Summer, and we have a fully functioning and highly efficient (lowest bills I've ever had in the summer) A/C unit with no fixes from Roy's whatsoever
RE: # [redacted] Dear Ms [redacted] Plumbing Heating & CoolingIt is unfortunate the service we provided at the [redacted] residence, [redacted] [redacted] ***, was not satisfactory to Mr [redacted] We have complied with the desired settlement he requestedA credit was issued to his credit card in the amount of $on February 19, The account credit receipt was mailed to his home today.Sincerely, [redacted]
I have been a customer of Roy's since and am so pleased with their service technicians, I couldn't be happier! I have recommended Roy's to my family and they also are customers
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below., The work that they said that I paid for is only part of the work that they said they were going to do that needed the person crewI have attached a picture of the work that they didThey were supposed to be break the floor from the one drain on the other side of the house to the connection to the which they repairedThis is about a ft section that they said they were going to have to break up the floor and replace the pipeInstead they just power cleaned that pipe They did the break up the corner which they said was part of the workWhy would they need people to break up just a small section of the basementThe picture attached shows about the foot square that they did break up the basementThere is no other section on the basement that they broke upAgain, why should I pay for something that they said they were going to do? I signed off the day before because I was going out of townI left with a big line going across the floor from the one drain to the pipe.I would be more than happy to have someone take a look at that work because nothing was ever done on this section! Regards, [redacted] ***
I called Roy's Plumbing, Heating & Cooling after 6pm, as a drain backed up in my cellar Technician Jeff Bwas here at 8am next morningHe was very professional and very courteous He made sure where in the drain the blockage was and then when right to work to clear it After the blockage was cleared, he went out of his way to vacuum up the debris around the drain I was very impressed by his professional manner and the quickness of the company's response; having another plumbing problem I wanted taken care of, I called the company and set up another appointment for Jeff Bto come back to do the repair In the future, I will not hesitate to call Roy's Plumbing again and will recommend both Roy's Plumbing, Heating & Cooling and Technician Jeff B Thanks Roy's and Jeff Bfor a job well done
We had our AC replaced a year ago per the company's recommendation Since then it has malfunctioned We had them come in 6-times within thepast 4-months but they cannot seem to get the problem fixed It has been a frustrating experience
Wow!! Just had one of the worst experiences with a plumbing contractor of our livesWe contacted Roy’s because we have been using them since and they actually installed the grinder (SEWAGE) pump that needed to be replacedLate Wed night we were told that since they installed the original they had a record of what we needed and would be able to install on Thursday before we go away for the weekend, great! The worker (they are not technicians) gets there and pulls out the old pump and begins to tell us he has the wrong pump, he brought a ½ hp and the old one was hp We advised him Roy’s told us they had a record and they had the pump The best they could do was get the pump in by Friday When leaving the worker said it would be difficult for him to put the SEWAGE pump back by himself which was working sporadicallySince the new one was to be in tomorrow we agreed just to leave out until Friday Friday comes and one of their rude dispatchers leaves a message with our year old daughter that the SEWAGE pump will not be in until TuesdayWhen my husband called her back she advised him if we do not like it we should find someone else, it was too late because of the holiday and she knew itTuesday morning comes and no SEWAGE pump and it is backing up and smelling terribly Gave Roy’s a call and they advised me that they will see if the pump has been received, the truck comes in after 10.amMy husband calls around am for an update and is advised that I was told the truck does not come in until after 11am, simply not true It is now Tuesday, hot and the sewage is bad My husband tells the dispatcher that this is unacceptable and he is immediately put on hold Once she comes back he is told that there is not much they can do and their head plumbing manager will call us back later this afternoon At this point I think anyone can understand our frustration so my husband told the dispatcher that her day is going to get miserable if the manager does not give him a call back within minutesImmediately the dispatcher claims that he is threatening her and she is terminating the call, it seemed like this is there standard operating procedure when things go bad There was absolutely no threats made in the conversation (recordings can easily prove that)At least we got a call back within minutes from their so-called manager who is even ruder then their dispatchers He tells my husband that their dispatcher said he was going to come to the office and smack her around; I had to start laughing because nothing could have been farther from the truth The exchange ends when the manager hangs up on my husband minutes later we get a missed call from the same manager and an actual conversation took place, he said he would get back to us after he reviewed his notes; meanwhile the sewage area is beginning to smell HORRIBLE The next call is from the owner James (not manager but will claim to be) who tells my husband that if we still want the pump we can install but just after 6pm, not bad considering it was supposed to be installed last ThursdayThey finally agreed, but minutes later the owner calls back and says after talking to his employees and because of the way my husband treated them he is going to refuse to install our SEWAGE pump and hangs up leaving us totally hanging Can you imagine how they would treat you if you were not a repeat customer? What happened was that the owner most likely didn’t realize they did not have the pump like they said and needed another excuseLuckily my husband is not stupid and called [redacted] s before the first call to Roy’s was even made By 12:pm they sent an extremely experienced TECHNICIAN and because they are larger they did not need to order their products from somewhere else and mark them up 200% By pm I will have a new pump at ½ of what Roy’s was going to charge Everything worked out in the endThe worst customer service we have ever experienced!!!
March 11, 2015 [redacted] RevDex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228RE: Ms. [redacted] BBB Complaint ID: [redacted] Dear [redacted] ***PlumbingHeating&CoalingI am in receipt of your letter concerning the complaint that you received fromMs. [redacted] We... are sorry for any inconvenience; we will be refunding the amount charged$353.44.Please feel free to contact me with any questions.
I had Roy's in to inspect a finicky central A/C unit this past Spring and was appalled at their conduct After a cursory test of the system the repairman recommended full replacement, quoting me a price that increased three times during the course of his visit Every time he saw something new the price jumped $ Once we broke the $6k figure I told him I would get another opinion at which point he charges me $for the pleasure of the quote and disappeared Fix ended up costing a grand total of $for a freon recharge What a joke
I want to commend Roy's Plumbing and most specifically Jeff B the plumber for a job well doneJeff's expertise and moreover his perseverance with a very stubborn clog at my home in Hamburg literally saved Christmas ( family party that is) for us and we are extremely gratefulI would highly recommend Roy's to anyone with a plumbing problemProfessional, thorough, clean kind and courteousCall Roy's!
February 9, [redacted] Revdex.com, IncBryant Woods SouthAmherst, NY 14228RE: Mr [redacted] ***Revdex.com Complaint ID: [redacted] Dear [redacted] ***I am in receipt of your third letter concerning the complaint that you received from Mr [redacted] ***Our letters dated January 13th and 26, have addressed these concerns, all work stated in the contract was completedCopies of those letters are enclosed, our offer of a 200-refund to Mr [redacted] *** and that still applies if he so choosesPlease feel free to contact me with any questions [redacted] Plumbing Manager
I am in receipt of your letter concerning the complaint that you received from Mr. [redacted] . Our technician [redacted] arrived at Mr. [redacted] home and investigated to find a leak from the second floor bathtub. Upon testing he found a water leak from the waste and overflow connected... to the tub, and that it needed to be replaced. [redacted] provided the pricing for the replacement and was given the approval to proceed with the job. While [redacted] was on site he did also let the customer know there was a leak on the valve and faceplate of the tub shower control valve. We did not provide pricing to replace the valve or faceplate. We did receive a call that the valve was leaking and [redacted] went to the home to check the leak. He did say the tub shower valve was leaking from the stem, as [redacted] had explained to the customer. [redacted] stated that there already was a new tub shower valve the customer purchased in the bathroom. I spoke to Mr. [redacted] and let him know we would install the customer supplied tub shower valve that they purchased for $200.00, which he declined. In closing the waste and overflow was leaking and was replaced, what we should have done is provide pricing for a new valve while [redacted] was on site to repair the second leak which we did not do. The work we were authorized and paid to complete was necessary and no refund is warranted. Please feel free to contact me with any questions. Sincerely, [redacted] Plumbing Manager
We met with Rob Cregarding a tankless water heaterHe was very thorough explaining the many pros and some consHe provided a quote for two units and explained the difference between the twoHe explained the service contract and the benefits and cost savings involvedHe was very courteous and considerate regarding by putting on the cotton booties over his shoes as it was a rainy day
Excellent service, I met Gary yrs ago when our furnace went out in FebruaryMy husband was extremely sick and we needed the furnaceGary check everything out and the next morning at am a new furnace was being installedHe thoroughly explained the furnace issuesGary recently did a furnace checkHe was thorough and provided professionalism and excellent serviceI will always recommend Roys to my family and friends
Experienced a horrible repair from Roy's re: furnace Could not correct heat shutting off After a week their "experienced" service recommended "leveling our furnace" for $15,- $18,(not including parts), or "junking" our 5yr old furnace! It WAS NOT a condensation issue: [redacted] CORRECTED by a simple adjustment to flame sensor We spent unnecessary $w/o resolution! Roys incorrect & deceptive recommendations! Highly recommend do not do business.....Contact [redacted] !
I am in receipt of your letter concerning the complaint that you received fro Mr [redacted] J***.On June 6, Mr [redacted] did have our company out for a service call which stated that air was blowing out but it was not cold for his A/C systemOur service technician diagnosed that there was a tow charge for the refrigerantCustomer was given price of $to recharge system which includes no dye or sealerAlso customer paid a service fee of $plus tax which came to the grand total of $324.02.Notes and invoice indicate a small non obvious leakWhich means there is a leak or the company that put it in didn't charge it properlyI see in the system that we quoted new equipment in The unit we were working on was a newer system under years old.Mr [redacted] stated in compliant that his unit didn't work after our technician left but we never received any calls stating that there was a problemUnit was running correctly and blowing cold air when our technician leftAt this team we feel that there is no reason for us to issue a refund.Please feel free to contact me with any questionsSincerely, James MS [redacted] Heating and Cooling Manager
Company is a ripoff! Called them for the $A/C check, representative came out with the Heating & Cooling supervisor Claimed the system needed an electrical rejuvenation ($or $if I got the Silver Plan, which allowed for a Heat Check and a whole house plumbing inspection (more on this later)) and a refrigerant top off because it was "empty." He could guarantee that the refrigerant fiwould work although he had no idea why a year old A/C unit would be out of refrigerant He stated that there was no way this unit would make it through the summer due to the issues I told him I would pass on all of the above as a system only in use for years wouldn't have all these issuesHad a subsequent heating & cooling person come out (who just happened to previously work for Roy's at one time) inspect our A/C and found a completely full refrigerant (which was odd since I was just told it was empty) and nothing wrong with the electrical He told me that was the way Roy's operates They tell their techs to "find" as many things wrong as possible (even if there is nothing wrong) and up-sell the plans so that they can do the same thing on the return "checks." He found nothing wrong with our unit and told us we would be fine It's now the end of the Summer, and we have a fully functioning and highly efficient (lowest bills I've ever had in the summer) A/C unit with no fixes from Roy's whatsoever
very satisfied with prompt, professional, courteous service
RE: # [redacted] Dear Ms [redacted] Plumbing Heating & CoolingIt is unfortunate the service we provided at the [redacted] residence, [redacted] [redacted] ***, was not satisfactory to Mr [redacted] We have complied with the desired settlement he requestedA credit was issued to his credit card in the amount of $on February 19, The account credit receipt was mailed to his home today.Sincerely, [redacted]
I have been a customer of Roy's since and am so pleased with their service technicians, I couldn't be happier! I have recommended Roy's to my family and they also are customers
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below., The work that they said that I paid for is only part of the work that they said they were going to do that needed the person crewI have attached a picture of the work that they didThey were supposed to be break the floor from the one drain on the other side of the house to the connection to the which they repairedThis is about a ft section that they said they were going to have to break up the floor and replace the pipeInstead they just power cleaned that pipe They did the break up the corner which they said was part of the workWhy would they need people to break up just a small section of the basementThe picture attached shows about the foot square that they did break up the basementThere is no other section on the basement that they broke upAgain, why should I pay for something that they said they were going to do? I signed off the day before because I was going out of townI left with a big line going across the floor from the one drain to the pipe.I would be more than happy to have someone take a look at that work because nothing was ever done on this section! Regards, [redacted] ***
I called Roy's Plumbing, Heating & Cooling after 6pm, as a drain backed up in my cellar Technician Jeff Bwas here at 8am next morningHe was very professional and very courteous He made sure where in the drain the blockage was and then when right to work to clear it After the blockage was cleared, he went out of his way to vacuum up the debris around the drain I was very impressed by his professional manner and the quickness of the company's response; having another plumbing problem I wanted taken care of, I called the company and set up another appointment for Jeff Bto come back to do the repair In the future, I will not hesitate to call Roy's Plumbing again and will recommend both Roy's Plumbing, Heating & Cooling and Technician Jeff B Thanks Roy's and Jeff Bfor a job well done
We had our AC replaced a year ago per the company's recommendation Since then it has malfunctioned We had them come in 6-times within thepast 4-months but they cannot seem to get the problem fixed It has been a frustrating experience
Wow!! Just had one of the worst experiences with a plumbing contractor of our livesWe contacted Roy’s because we have been using them since and they actually installed the grinder (SEWAGE) pump that needed to be replacedLate Wed night we were told that since they installed the original they had a record of what we needed and would be able to install on Thursday before we go away for the weekend, great! The worker (they are not technicians) gets there and pulls out the old pump and begins to tell us he has the wrong pump, he brought a ½ hp and the old one was hp We advised him Roy’s told us they had a record and they had the pump The best they could do was get the pump in by Friday When leaving the worker said it would be difficult for him to put the SEWAGE pump back by himself which was working sporadicallySince the new one was to be in tomorrow we agreed just to leave out until Friday Friday comes and one of their rude dispatchers leaves a message with our year old daughter that the SEWAGE pump will not be in until TuesdayWhen my husband called her back she advised him if we do not like it we should find someone else, it was too late because of the holiday and she knew itTuesday morning comes and no SEWAGE pump and it is backing up and smelling terribly Gave Roy’s a call and they advised me that they will see if the pump has been received, the truck comes in after 10.amMy husband calls around am for an update and is advised that I was told the truck does not come in until after 11am, simply not true It is now Tuesday, hot and the sewage is bad My husband tells the dispatcher that this is unacceptable and he is immediately put on hold Once she comes back he is told that there is not much they can do and their head plumbing manager will call us back later this afternoon At this point I think anyone can understand our frustration so my husband told the dispatcher that her day is going to get miserable if the manager does not give him a call back within minutesImmediately the dispatcher claims that he is threatening her and she is terminating the call, it seemed like this is there standard operating procedure when things go bad There was absolutely no threats made in the conversation (recordings can easily prove that)At least we got a call back within minutes from their so-called manager who is even ruder then their dispatchers He tells my husband that their dispatcher said he was going to come to the office and smack her around; I had to start laughing because nothing could have been farther from the truth The exchange ends when the manager hangs up on my husband minutes later we get a missed call from the same manager and an actual conversation took place, he said he would get back to us after he reviewed his notes; meanwhile the sewage area is beginning to smell HORRIBLE The next call is from the owner James (not manager but will claim to be) who tells my husband that if we still want the pump we can install but just after 6pm, not bad considering it was supposed to be installed last ThursdayThey finally agreed, but minutes later the owner calls back and says after talking to his employees and because of the way my husband treated them he is going to refuse to install our SEWAGE pump and hangs up leaving us totally hanging Can you imagine how they would treat you if you were not a repeat customer? What happened was that the owner most likely didn’t realize they did not have the pump like they said and needed another excuseLuckily my husband is not stupid and called [redacted] s before the first call to Roy’s was even made By 12:pm they sent an extremely experienced TECHNICIAN and because they are larger they did not need to order their products from somewhere else and mark them up 200% By pm I will have a new pump at ½ of what Roy’s was going to charge Everything worked out in the endThe worst customer service we have ever experienced!!!
March 11, 2015 [redacted] RevDex.com, Inc.100 Bryant Woods SouthAmherst, NY 14228RE: Ms. [redacted] BBB Complaint ID: [redacted] Dear [redacted] ***PlumbingHeating&CoalingI am in receipt of your letter concerning the complaint that you received fromMs. [redacted] We... are sorry for any inconvenience; we will be refunding the amount charged$353.44.Please feel free to contact me with any questions.
I had Roy's in to inspect a finicky central A/C unit this past Spring and was appalled at their conduct After a cursory test of the system the repairman recommended full replacement, quoting me a price that increased three times during the course of his visit Every time he saw something new the price jumped $ Once we broke the $6k figure I told him I would get another opinion at which point he charges me $for the pleasure of the quote and disappeared Fix ended up costing a grand total of $for a freon recharge What a joke
I want to commend Roy's Plumbing and most specifically Jeff B the plumber for a job well doneJeff's expertise and moreover his perseverance with a very stubborn clog at my home in Hamburg literally saved Christmas ( family party that is) for us and we are extremely gratefulI would highly recommend Roy's to anyone with a plumbing problemProfessional, thorough, clean kind and courteousCall Roy's!
February 9, [redacted] Revdex.com, IncBryant Woods SouthAmherst, NY 14228RE: Mr [redacted] ***Revdex.com Complaint ID: [redacted] Dear [redacted] ***I am in receipt of your third letter concerning the complaint that you received from Mr [redacted] ***Our letters dated January 13th and 26, have addressed these concerns, all work stated in the contract was completedCopies of those letters are enclosed, our offer of a 200-refund to Mr [redacted] *** and that still applies if he so choosesPlease feel free to contact me with any questions [redacted] Plumbing Manager
I am in receipt of your letter concerning the complaint that you received from Mr. [redacted] . Our technician [redacted] arrived at Mr. [redacted] home and investigated to find a leak from the second floor bathtub. Upon testing he found a water leak from the waste and overflow connected... to the tub, and that it needed to be replaced. [redacted] provided the pricing for the replacement and was given the approval to proceed with the job. While [redacted] was on site he did also let the customer know there was a leak on the valve and faceplate of the tub shower control valve. We did not provide pricing to replace the valve or faceplate. We did receive a call that the valve was leaking and [redacted] went to the home to check the leak. He did say the tub shower valve was leaking from the stem, as [redacted] had explained to the customer. [redacted] stated that there already was a new tub shower valve the customer purchased in the bathroom. I spoke to Mr. [redacted] and let him know we would install the customer supplied tub shower valve that they purchased for $200.00, which he declined. In closing the waste and overflow was leaking and was replaced, what we should have done is provide pricing for a new valve while [redacted] was on site to repair the second leak which we did not do. The work we were authorized and paid to complete was necessary and no refund is warranted. Please feel free to contact me with any questions. Sincerely, [redacted] Plumbing Manager
Service was prompt and excellent performed by a courteous and professional technician, Jeff W [redacted]
Good professional service
Tim P.: Pleasant, patient, knowledgeable - An asset to your company!
We met with Rob Cregarding a tankless water heaterHe was very thorough explaining the many pros and some consHe provided a quote for two units and explained the difference between the twoHe explained the service contract and the benefits and cost savings involvedHe was very courteous and considerate regarding by putting on the cotton booties over his shoes as it was a rainy day
Excellent service, I met Gary yrs ago when our furnace went out in FebruaryMy husband was extremely sick and we needed the furnaceGary check everything out and the next morning at am a new furnace was being installedHe thoroughly explained the furnace issuesGary recently did a furnace checkHe was thorough and provided professionalism and excellent serviceI will always recommend Roys to my family and friends