The Plumber, Heating & Cooling, Tonawanda NY

I've never encountered a company as laxidasical as this one. They left my home a muddimess, did not put things back where they were supposed to.
Even after requesting that it be done prior to them leaving my home and was assured that it would be done. Including electrical grounding that they themselves removed. I called back the same day while the trucks were literally leaving my street and was told someone would be out the next morning. No one ever showed. Told me to call back that afternoon they'll send someone out. It's 3 days later and I'm still waiting.

This is horrible for a business.

Now today I'm told someone will be out, and if they're not there within an hour to call back. I'm terribly disappointed.
And they do not care in any way at all.

Our drain in our basement was backing up whenever we flush the toilet or when the washer would drain. We were given a 2-6 hour window, The plumber should up 2.5 hours earlier and got the job done on one of the coldest days of the year. 7° outside today. Thanks Paul appreciate your work today. I must say that giving this review is based on the immediate work perform. I hope i dont have to come back and change this review. Sometimes its to soon to tell.

Paul was our plumber, he gets 5 stars for personality alone as well has his handy work. Excellent work. Was a delight to have in my home

Paul was on time and very professional. There is no job too big or small for Paul to handle. If you have a plumbing emergency call Paul at Paul's Plumbing Heating & Cooling professionals. Why settle for the rest when you can get the best? Call Paul today and ask him about his preventative drain cleaning. Don't wait till you have a problem! Keep that sewer line open with regular maintenance. Call Paul today.

Chris and Rich arrived at our home in Alden, NY and immediately got to work on repairing a hard-to-reach burst pipe due to the freezing conditions brought on by the Blizzard of '22. They were very understanding about our situation, communicative/good at explaining the issue and were friendly and efficient!

(First: Not sure on which of the above services I was suppose to list, but it had to do with my 122 year old house having a major water leak that flooded my basement. It has very old pipes, and I did not know what exactly busted to cause my basement to flood). That being said, here is my review for your company:
Everything went so smoothly, and in complete perfection. You guys are GREAT! Got the job done in only 20 minutes flat! I now have a safe dry basement in good working order! Will definitely use again if needed; and most certainly recommend this company. They can get what needs to be done DONE! They are fast and the service is without compare! I love the way everything worked out. Thank you so very much! Susan H

I have been a repeat customer to The Plumber for a few years now but can no longer support the business.

Last year during my boiler yearly maintenance/ start up, the technician suggested some additional service prior to this year’s season. I called in August and set up my yearly appointment with the pervious years’ service recommendation for October. The office called the night before my service appointment to say that they needed to reschedule. The earliest date for a reschedule was 11/9 10: 00 AM – 2: 00 PM. I took that appointment and reminded the customer service rep of the recommendations made etc. By 2: 30 PM on 11/9 I had heard nothing from anyone at The Plumber. I called and the customer service rep called the technician and called me back to say he was not going to make it that day. They rescheduled me for the following day 11/10 from 2: 00 PM – 6: 00 PM. I called on 11/10 to ensure that the technician was actually coming (which the rep.confirmed). The technician showed up at 5: 30 PM and said he was just going to give an estimate. At this point I still had no heat and the technician clearly wanted to get out as soon as possible. I called the office and spoke with the office manager on 11/11. She ensured me that the technician was supposed to have completed the work on 11/10 and wasn’t sure why he hadn’t and why I did not receive the estimate. She sent me the estimate via email and it totaled close to $2,000. She said she would call me back by 11/14 once she spoke to the technician because she wanted me to have a good experience.

As of today’s writing on 11/21 I still have yet to receive a call back from her. I subsequently went to another company who completed my start up work and testing for $200. The estimate provided by The Plumber included replacement for fixtures that didn’t need fixing just thorough cleaning. I’m someone who likes to give the benefit of the doubt, but on multiple levels The Plumber dropped the ball, from poor scheduling, to poor communication, a technician clearly not wanting to complete the work, to lack of follow up by the office manager it has been severely disappointing.

If you do still choose to use them for work on your house, please, please, PLEASE get a second opinion. Had the office manager followed up, I’d have spent the recommended $2,000 and wasted a bunch of money on a company that is clearly not looking out for its customers.

Our sump pump stopped working so we called The Plumber, Heating and Cooling. They answered our call and came out that night with a temporary fix. They explained our options which included just replacing the old one or adding a backup with an alarm. We ended up having them install a backup which is powered by water and an alarm that has an app to notify us of high water levels and in case of power outage. I would highly recommend contacting The Plumber for any plumbing or heating/air conditioning needs

Very professional, prompt and excellent service. I will gladly recommend their services to my homeowner friends.

Technician was very polite and courteous explaining each task he had to do with any preventative steps we could take going forward.

Very unprofessional broke my sidewalk 4 months ago still yet to be reassured customer service and communication is horrible no call backs then when a manager does get on phone there the most ignorant person to answer highly recommend not using the franks the plumber for anything

I made a down payment to have central AC installed. They had to reschedule twice and then I had to call the day of the third attempt to find out that they couldn’t come out. I asked for a refund and was told that was fine. I have yet to receive my refund. Every time I call it’s a mess. Promises of having a callback from a manger never result in anything. I’ve been transferred to the owner twice and never got a return call. It’s been nearly 5 months with no resolution.

Paul was exceptional. He showed up promptly, diagnose the problem, and fixed it. He was really wonderful

My drain in the basement was backed up (clogged with grease & who knows what. I couldn’t use my washing machine cause it would food the area. They were very good at what they did. I am very pleased with their work.

Waited weeks for water line repair to be complete. They left and open hole in my yard and a pile of spoils on my neighbor's walkway. Eventually had to self perform.

Despite running into obstacles, kept going until problem was resolved. Thorough communication and answered any questions I had.

Fantastic service. Speedy response. Don was great. Work completed quickly. Always happy with service from The Plumber.