ComplaintsforRoy's Plumbing, Heating & Cooling

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called Roy's plumbing to come out to assess the flooding going on in our basement via using a snake and camera. Jeff, the technician, came out and found that there were roots within a few meters from the city sewer lines. After puncturing the roots to allow draining, the snake cable he was using snapped, leaving a cable reaching all the way to the house trap. We were then told by not only Jeff, but managers Mike and John that this was "not their fault, but ours [homeowners]". We were also confirmed by multiple parties, including Jeff and Mike from Roy's, that if the cable is not removed, the ONLY option would be to remove the pipes. After given 3 quotes ranging from 5, 17, and 19 grand, Jeff pushed for signatures for the cost of the job ($500+) then left. We now have to call out a plumber to deflood and snake our drain to the cable line once every 1-2 weeks due to anything non-liquid (tissue paper, etc.) getting trapped on Roy's Plumbing's cable, creating flooding in our basement. We ALSO now have to create a claim with our insurance, paying a $1000 deductible to hopefully get approved to remove the pipes with the pre-existing cable inside, while still paying for current flooding problems during the wait. After multiple attempts to reach out for a manager regarding this and a long-winded back and forth argument from both sides, Roy's decided to send out a plumber this week to see if the cable is removable with the possibility proving that it could have been done in the first place if removed. There is no current solution to this and any/all future solutions come only at the risk and expense of us (the homeowners). After reaching out for pictures to send to our adjuster, they only provided pictures of outside the home and the water-damaged basement, and none in regards to their broken equipment and the underlying problem with the roots in our pipes (see attached). Attached also is the description of the "solutions" quoted and the description of work done by Jeff.

  

  Business response

  12/20/2023

  Just received your voice mail message regarding this complaint.  After the complaint was filed our tech at the property of **** ******, reviewing his concerns with him.  He was satisfied with what the tech explained to him and indicated he would remove his BBB complaint.  We did not reply as we were expecting **** to contact the BBB.  We are reaching out to him today, if he is not intending to contact you, we will respond to the complaint tomorrow morning.

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  To Roy's Plumbing and Heating: 

  "We never stated we would be taking off the BBB complaint and dishonesty is not appreciated nor appropriate. We will be looking forward to your call as last time your manager never reached back out to us after saying he would."
  
  Regards,
  
  **** ******
  
  
  
  

  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had a service contract with Roy’s, called for a serviceman to check my furnace, won’t light to provide heat. Serviceman came out checked the furnace and said I needed a new gas valve, never pulled out a meter to check for power on the gas valve. Wanted $700 for a new valve. I said No way, told him to check it for power, nope I’m done. I checked for power, turned out to be a $13 pressure switch! Then I priced the OEM gas valve for $138. Wrote a bad review on there website, next day manager calls me complaining about the bad review and making all kinds of excuse's about the furnace diagnosis, told him they need more training. He wasn’t happy. Checked their website again and they deleted my review about my bad experience.

  

  Business response

  11/28/2023

  We strive to provide Five-Star service for all our customers. We do want to thank you for providing us the feedback about our visit and unfortunately not providing you with a Five-Star experience. We make sure to spend extra time with all our technicians on technical training to ensure complete diagnostics. Thank you again for your information and we wish you a great end of the year.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our sump pump was running non stop so In 2017 we had Roys come out and fix the pipe that goes from the house to the sewer. They told us we had a crack in a pipe and they repaired. This did not fix the problem. In 2018 they came back and told us they replaced the entire pipe. Charging us just as much the second time around. Our sump pump continue to run non stop. In February of this year we had a new sump pump put in with a bigger well and back up system. We thought since we had a new line it must be because our sump pump was old. We went out of town and ended up with 4' of water in the basement. Apparently something tripped the circuit breaker. We discovered that they did not replace the entire line but had left 2' of old clay pipe in from of the house which collapsed and caused a huge sink whole. Which was why our sump pump continued to run not stop. We had over $20,000 in damages because of the water. Although we cannot prove the collapsed pipe was the cause. Roys will not take any responsibility for any damage. They did come out and replace the collapsed pipe at no charge as they should have. Since both times it wasn't done correctly.

  

  Business response

  05/16/2023

  Our technician went out and verified that the work that we performed in 2019 was done properly. We did replace an additional section of clay piping in March of this year at no cost for customer satisfaction. The actual cause of the sump pump failure was because the sump pump installation and new crock that another company performed in February left rocks in the bottom of the sump crock that got lodged in the sump pump, causing the pump to fail. 

  Customer response

  05/30/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  Regards,  **** ***** 

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Roy's to do plumbing work as a major issue was found in outside plumbing causing back up into house. They did the initial work on 4/15/22. Work was supposedly completed at that time; however as the workers were backfilling, my husband pointed out that they did not replace major area of problem. They supposedly went back & did so that day. Also note, cleanouts were not in correct spots On 4/23/22 I placed a call to Roys as our downstairs bathroom toilet was backing up & coming out the seal as well as backing up into our tub. Roy's came out & determined that an area of piping was not done correctly & also got crushed by back fill. My toilet was taken off & left off at that time. They came back out on 4/25/22 to re dig & fix this. That same evening on 4/25, my daughter was showering in upstairs bathroom & my kitchen sink filled with water. Called Roys again, came out that evening at 1030pm , thought it was secondary to overflow from rain we got (it was not). Continued to have issues with water not draining next morning. Called Roys AGAIN. Technician came out 4/26/22 , ran camera & determined the main initial area of pipe damage WAS NEVER REPLACED. Meanwhile, we had NO TOILET to use since the night before. They came the following day to dig for a 3rd time, to fix the INITIAL problem we had. I asked for a call that day from manager after work completed- I did not receive a call. Called back two more times. Did not receive a call back. I had to miss work, my husband had to miss a doctors appointment, my kids were basically peeing in a little kid potty/bucket. The mistakes were disruptive Cost was $5200. Technician verbally told me they would cover landscaping repair for us. however I don't have this in writing & noone has contacted me regarding this. No manager has returned any of my calls. No refund or apology given. I would like to note that all the technician's that came out for calls were great. It is not my problem it was a bad crew doing initial work.

  

  Business response

  06/08/2022

  Called business and spoke with Rob who stated that the complaint has been resolved.

  
  

  Customer response

  06/10/2022

  Better Business Bureau:
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Roy's is giving me a 15% refund (return on my loan) which has already been credited. Also , Rob stated they would cover landscaping once dirt settled
  
  
  Regards,
  
  
  ******* ****
  
  
  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩