Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/27/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:09/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  we had a sewer blockage last week and ****** ******** came out and found a 15 foot cable that was left in the line by Roy's three yrs ago. When Roy's was here I saw the cable snap and the technician said he retrieved it but DID NOT. ****** is here today and have dug up my lawn and retrieved the cable at a cost of $4,760. Roy's received all documentation and pictures and have told me they can do nothing about it

  

  Business Response

  Date: 11/09/2023

  We are sorry you were not satisfied with the service we provided to you. Our focus is to properly diagnose and address any plumbing issue(s) with transparency and fair pricing. Three years ago our team opened the sewer and discovered it was plugged and had a prior repair due to root issues. In the process, a cable broke and a technician used a camera and identified that it was pushed into the main. The clog was remedied and the homeowner did not want to proceed any further to remedy the root issue. We offered a reduced rate to excavate the sewer and the offer was declined.  Please let us know that you received this response, and if there is anything more we can do for you at this time.

• Initial Complaint

  Date:04/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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, 
  
  **** *****