Roy's Plumbing, Heating & Cooling

Shoddy workmanship, lack of accountability especially after they have your money and poor scheduling of their technicians especially if a problem occurs during the job. Don't call Roy's, call someone else. Roy must be turning over in his grave!

Unable to estimate for six days not good if your glue pipe is leaking carbon monoxide.

Have a old house trying to get up to date called Roy's sent over the nicest young man very polite and honest. Needed a faucet repaired, a toilet leak and a few other small leaks. The leak in the toilet turned out to more than expected so he called it in and they sent another man the next day and what a difference. The man was so obnoxious and rude. He started by not acknowledging anything the man the day before and brought us to the basement band prceeded to explaine why all the plumbing in the house was bad. Any questions I had were dismissed as me as and I quote your all over the place and I should just listen to him not being very familiar with plumbing terminology I had questions. He started to get very technical and as he did I asked more questions interrupting his sales pitch and I could hear in his voice how aggravated he was getting. After all this I get a estimate for over $14,000.00. Needless to say going with someone else. If only  all their employees had the manners of the first young man. This salesman they sent tried to make a $1000 job into a full plumbing renovation. This man was not the type of person you would want in your house

I called Roy's when my regular plumber decided that poor customer service, a lackadaisical approach to urgency, and the leak in the bathroom ceiling met up.

I spoke to a friendly dispatcher who took my information and within 30-45 minutes the on-call tech gave me a ring.  He felt terrible that he wouldn't have been able to get there that night as he had a handful of jobs in queue but promised that someone would call first thing in the morning.

745a I get a call on Saturday morning.  They'll be there between 10a-noon.  Not bad.  30 minutes later I'm called and they had a cancellation.  Giddyup, let's get this fixed.

Matt arrived and diagnosed the problem in 5 minutes, gave me some options in terms of services, and within an hour, everything was good to go.

Not the cheapest, but from my experience at this point the old adage is still true: quick, cheap, good... pick two.  Right on Roy's, right on.

We recently had a serious gas leak in our house. They quickly came out to our house and installed new gas lines. They were terrific. I would highly recommend these plumbers to anyone . They were efficient, professional and cleaned up after themselves. Give them a try...

Taylor and Michael were our plumbers and they did outstanding. Great professional guys.

Motor in my furnace broke. I am a young homeowner, so I took someones advice and called Roy's. They showed up, charged $80 and then told me that the piece I would need to replace in my furnace would cost $700. The only other option they gave me was to replace my 8 year old furnace for $2,300. Called in another guy and he fixed the furnace-labor and part-$350. HALF THE PRICE OF WHAT ROY'S SAID! The part they use is apparently the Louis Vuitton of furnace parts.

Roy's was great helping us replace the Water Heater & Furnace in my grandma's house a few months back and now they've saved her home sale! They came out the day after Thanksgiving & quickly fixed our issue with the sump pump. They were quick & reasonable on costs. Plus, Matt was incredibly friendly & efficient which allowed us to move forward with our holiday weekend. Thank you Roy's!!!

Pro: Same day service

Con: Over $500.00 for a $59.00 sump pump.  

This was a few years ago. I was out of town and couldn't respond to my mother's need to have her sump pump replaced at her condo. Having given her the name of a trusted plumber, she instead chose to go with Roy's as she thought the (then) radio commercials sounded (Sandy Beach) forthright. She was wrong.

When I first looked at the pump install I could barely believe my eyes as it was simply placed in the well and plugged in. Maybe a two minute job if the guy was working slow. He hadn't even taken the time/material to secure the cord with tape. It just hung from the outlet.

With the extraordinarily high invoice in hand I immediately called Roy's office to explain the position.  Truthfully, they were excellent.  They listened, understood, and assured me that the invoice would not stand in that crazy amount.  Good, I thought.

Never heard back from them. Gave it a few days as I was sure a few feathers needed to be straightened out. I was wrong.  Called them and they denied everything.  

They remained insistent that they did nothing in the wrong and that the technician earned every penny.

Before ending the conversation I gave it one more try by reminding them of an old business axiom: That a satisfied customer tells up to three others, and a dissatisfied one, 10.

They chose 10. Maybe more.

I would not recommend this company at all. They left rusted parts, broke a window and after during their one year service did not replace filters or batteries as stated. When asked about repairing broken window no reply. Furnace works okay but the service was lousy. Not very likely to recommend.

I do not start my day looking for ways to ruin reputations, but this has to be said. My furnace stopped working and I couldn't figure out the problem so my wife called Roy's.  A technician came to my house and told me a motor has seized up and the cost of repair would be $1100, but even after I make the repair there could still be other problems. There was simply no way of knowing without being able to first run this motor. This I believe. It sounds legit but the technician should've tried harder to solve the problem rather than sell me a new motor, and possibly a new furnace when mine is only 6 years old. I almost fell for this but my wife insisted that an experienced co-worker take a look at it. I was furious that she didn't trust the technician!  It turned out to be a dead mouse stuck in the motor. Total cost $50, but we gave him $200. Everything has been tested and is up and running. Troubleshooting should involve ripping apart the component to solve the problem first, from one technician to another. One thing I strongly recommend people do, is sign up for annual furnace cleaning and preventive maintenance. Would I still use Roy's?  Of course I would. I would just be more observant.  Word of advice, always, always, always, get a second opinion, or you could be paying for something entire unnecessary. Technicians, try harder to solve problems as opposed to swapping out parts.

Will charge 80 dollars just to walk in door. Called about a clogged dishwasher and when they showed up told me we don't do that. Told me I still had to pay because they came out. Seem like a shady business that should of told me when I called that they don't fix dishwashers. Mickey Mouse company.

Buyer beware!!!!! Quoted me $7400 for a repair to a sewer pipe that was not needed. Told me the sewer pipe was crushed by tree roots and needed to be replaced along with replacing the sidewalk and excavation of the basement to bring things up to code. I got a second opinion from another local guy who said the pipe was clogged by a wash cloth and tree roots. He fixed the problem for under $200. Roy's hires very charming salespeople and very believable. I almost took out a personal loan for repairs. Thank God my friend recommended a second opinion!!!!!!

Beware do NOT use this company.  Not only are they extremely overpriced but they take advantage of homeowners who don't have enough knowledge or experience with plumbing. Shortly after purchasing my home I had a sewage backup in the basement. I called Roy's and they came out right away. At first I felt very satisfied with the service but having no previous experience with plumbing services before little did I know the deceit I just encountered. The technician told us that tree roots were growing into the drains and that they would need to be cleaned out but that it wouldn't fix the problem. They gave me an estimate for thousands of dollars to completely replace everything and told me it would only be a matter of time before it needed to be done. We decided to just have the drains cleaned out for the time being as that was a lot of money we were not expecting to have to spend at the moment. Less than a week later it started backing up in the basement again. When I spoke to a couple other plumbers and showed them the quotes that Roy's had given me they all told me that this place is known for being extremely overpriced and scamming people. They also had said that my drains really shouldn't have been backing up that quickly already and that they probably did not clean all of the roots out in the first place. I called Roy's to discuss the issue and to request if they could come back out and take a look again and they immediately said it was going to be another $80 just to walk in the door again. To make a long story short after some back and forth I had to make a threat to take them to court before they decided they would finally come back to take care of what they initially did not and were supposed to. When the technician came back we stood and watched as he pulled out a ton of roots from the plumbing. This just proved to us that the other plumbers were correct they didn't pull them all out in the first place because they wanted them to back up again. This way we would have called them back and have them charge us thousands of dollars to have them replace everything when it wasn't even necessary. Not to mention that aside from the severe headache of the whole situation, I paid over double to have them remove roots then what any normal plumber would have charged in the first place. Do not trust this company they are just after your money.

I never leave reviews but I wanted to leave a review for Roy's Plumbing, and also put in a good word for one of their service guys, Matt. We experienced a sanitary sewer backup late last night, Roy's sent out someone at 10 am the next day. Being a new home owner and having absolutely no knowledge of plumbing, Matt explained things to me and both of my options, which I thought were both reasonably priced and within our budget as new homeowners. He was extremely helpful and friendly and was able to fix my issue within a couple hours. I highly recommend Roy's! Great service and knowledgable and friendly workers!

I have two zone heat and ac. One heater died late this afternoon. We've only been in this house 11 months and know no one in the area. I called the repair company whose name is on the heater but they couldn't get here until tomorrow morning. it's going down to 12 tonight so I couldn't live with that. I called Roy's and they said someone wouldn't be over until about 10pm. A few minutes later they called to say someone finished a job and would be right over.

He got here within minutes, put booties on his shoes before he came in, and was very courteous.

Within just a few minutes he had diagnosed the problem and pointed out another problem that would need to be taken care of quickly (and I could hear exactly what he was talking about so he wasn't blowing smoke).

He had the part in the van so we had him fix it too.

Yes, it was expensive since it was an emergency but it beats freezing overnight.

I'll use these guys again.

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 $500.  Once we broke the $6k figure I told him I would get another opinion at which point he charges me $140 for the pleasure of the quote and disappeared.  Fix ended up costing a grand total of $125 for a freon recharge.  What a joke.

Matt F. was our service tech. He was excellent and a wonderful representaive of your company. I would call Roy's again.

I started a yelp account just to warn people about getting ripped off by Roy's. I wanted to run gas line in my basement about 15 feet. The guy quoted me $860. What? I decided to do it myself. Parts were $130 and it took me 3 hours. So I would have paid them $240/hr? Assuming they have better tools and experience it probably would have taken them 2 hours, so $365/hr for labor? I've never been more offended at a quote. Don't go here they're ripping you off

Rip off/scam artists. Do NOT USE this company.  I usee Roys once during an emergency hot water tank issue.  They replaced my old tank with a tankless option.  The price was extremely high but I was in an emergency situation and they were available.  I was happy with the work done and the product, but the cost was probably 500 to 1000 more than I think it could have cost.  Fast forward to this year.  I have an aging furnace and AC unit.  All 100 percent operational without any known issues.  Saw their ad for tune up so figured that since their work seemed good, it would be worth the price since it was fixed for tune up plus I could get estimate for new.  I did this even though numerous friends told me they always say you have a cracked heat exchanger or quote some ridiculous price for some other alleged needed issue.  Of course within 10 minutes they called me down to tell me my heat exhanger was cracked.  Of course I am not an HVAC guy, so he showed me, but I couldnt really see anything obvious.  So he stopped furnave inspection.  Then he goes out to AC unit.   5 minutes later he calls me out to show me melted or clipped wire.  This on a unit thay was 100 percent working at end of last year.  So i asked, did it just melt right now?  (In fairness it did look brown but so did the other connected wires)  He offers to reconnect it and I take him up on it.  Sit down for estimate and it comes back extremely high.  (One as high as 14k for new furnace and ac)  If I book immediately, they can reduce 5%.  They leave and last words are, I forgot to turn back on your heat., and he goes and does so.  After seeing estimate I call another local reputable company for an estimate and they come right out.  Difference in estimate is 5k to 6k.  Yes you heard that right, 5 to 6 thousand for comparible units.  (Trane unit)  Fast forward to this morning.  It is freezing in my house.  I notice furnace not working.  Call Roys to get them back out.  Receive call back that my furnace was shut down for safety.  I was never told this, and if so, why would you make sure to turn my heat back on?  All told I feel this company probably regularly pulls these type of stunts.  The furnace i am 50/50 on.  I know i need a new unit but have 4 co2 detectors in my house that have never registered anything.  The AC another story as the burnt wire was highly suspicious, although I have no proof one way or the other.  After multiple previous friend and family comments and warnings plus my own experience with previous pricing and this final fiasco, I really have to believe that this company is doing something untoward.  HVAC can be a mystery to many.  Who knows how many people they have pressured into ridiculous pricing deals quickly do to alleged dangerous conditions.  My opinion is that this is some boiler room type operation.  Yes they have a very professional phone operation and dispatch process.  Also again to be fair, they did do good work for my tankless system.  However their pricing model is ridiculous and I have to suspect their tune up thing is just a way to get in house and hope to pressure people in to new units.  I plan on posting this info as many places as I can as much as I love posting positive reviews for great service, I like to point out what I view as shady practices.  Buyer beware.

I wasn't going to leave a review but I changed my mind.  An employee of Roy's came over to make the following repairs:  replace both washers on bathtub faucet.  Replace both washers on bathroom sink.  Repair the lever on bathtub that opens/closes drain.  Replace O ring on kitchen sink.  He said no charge for that.  Total for all:  $600!  I don't think he was at my house for an hour and I'd hate to see what the total would be if he charged me for that O ring.  When he left, the bathtub faucet was still leaking.  I allowed time for grit that might get in the way.  I called them again and a different guy came out and looked at it and said, well, it's an old faucet.  Did nothing. I told this to my neighbor who works in construction.  He came over and in less than 10 minutes fixed the problem.  He said he would be embarrassed to charge such a high fee for such little work.  I guess Roy's doesn't have that problem.  I think their fees start at $600 and up.

On 02/21/2015 my tenant in the bottom unit of my 6 unit apartment building called me that there was sewage backing up in their bathtub and the toilets were not flushing.  I finally got Roy Plumbing on 2/21/15 at 5:41 pm. to get an appointment.  I spoke with    C- - - -  there and explained that I was out of town and would do anything they wanted to guarantee payment to complete the work.  C- - - - said that they could be there at around noon on the 22nd, and he would send me an email form to fill out with my payment information, and would need a person to sign for me on site.  I agreed and following that conversation I never received that email.  I called the next morning at 8:09 am and asked for C- - - -.  The rep on the line was very rude, and said that he wasn't   C- - - -.  I asked who I was speaking with and there was about a one minute pause.  I had to say hello a couple times before he gave his name T- -.  I asked if I was still scheduled for 12 noon today.  He snapped back at me that I wasn't in the schedule.  I explained that C- - - - had assured me that they could be there by noon, and I didn't understand why I wasn't on the schedule.  He asked if I filled out the form for access to the property without me being there, and I said C- - - - never sent it to me.  He said sorry we can't come without that form.  I explained that my tenants had feces in their bathtubs and to please keep the crew on schedule for my job.  I told him to send the form and I would return it asap.  He refused to do anything until the form came back,and hung up on me!. I got the form and filled it out on my mac and had some problems getting it to work properly on the mac.  I called back, when they answered, I said hello is this T- -.  No answer again, I thought there was no one there finally he said ya..I said I'm  really having a hard time with this document. Could I re write it the same way and send it on my writing program.  He said no it has to be on their document and when we get it I'll call you back, and hung up on me again.  I figured out a way to send it and called him immediately. He said they got it and he would call me right back in 5 min.  I waited about 45 min. and I called him back, he said oh I'm sorry I forgot to call you.  He said they can be there around 7 or 8 o'clock. I asked what happened to noon.  He said you didn't get the form in. I asked why you couldn't keep my original appointment when you knew the form was on the way.  How special is that to your customers??   The tech was there less than an hour and he said that he couldn't fix the problem.  You got to be kidding me, you are a professional plumbing company, one of the biggest in wny and you can't unclog a blockage within my building.  They could have removed one of the upper unit toilets and snaked down from there.  He used the excuse that the vent was not located on the lawn.  YOU guys are supposed to be professional plumbing company and you can't find a vent.  Are you kidding me? So you just leave. You even had a price of $120.00 per hour to shovel snow for locating the vent, I was willing to pay because I'm not there, so if it was necessary, wasn't it done?  There were probably better jobs to be done for more money.  Here I am out of town with crap coming up in both bathtubs in my two bottom unit apartments, and at times overflowing into the units.  Thank You so much Roy Plumbing.  This letter will go to the BBB and Angie's list and who ever else I can tell my story, how you just left my tenants with feces flowing in their units. Then, when someone called me to tell me the good news, that you couldn't unclog a drain, you said very nasty there will be no charge, and hung up on me!!  Oh that's so nice of you not to charge for doing nothing!!  Guess what I called Grand Jude Plumbing, they came at 8 am and called me at 8:45 and said you are all set! They pulled the toilet and shot the line from there!  Thanks again ROY!!!!!

A kitchen faucet was replaced by Roy's and the charge was $475.58. The job took approximately an hour. I found the Delta faucet that was installed on line for $89 which means the charge for labor was $386 (for 1 hr). Outrageous!

We called Roy's to look at our eight-year-old furnace and the bill came to $97.82 to give us four options. First, we could spend $2,550 to fix it, or we could replace it for between $4,820 and $6,106. As a person familiar with sales, this repair guy was using hard-selling techniques. He said our furnace was way too big for our house, which we found out was not true. Considering we had a furnace installed in another house in 2014 by a reputable company for $2,295, I think Roy's was extremely expensive.

Roy's furnace installer/repairman said he could fix it for $2,295, but he would have to take apart the entire furnace, order parts, and that it probably would not work beyond a year so he couldn't give a warranty for most of the job. He said we definitely should go with replacing the furnace. Of course, we decided to get a second opinion the next day, especially considering the furnace was still under warranty.

1) Charged us $98 to just come out and give us an inaccurate quote.
2) Tried to sell us a new furnace when we didn't need it.
3) Attempted to scare us by telling us if we didn't get it replaced we would have carbon monoxide poisoning.

Total cost for another company to fix the furnace: $315.00. A local company showed up, had the part in the truck, came in and fixed it in a little over an hour and a half. We now have heat and it was reasonable and fast. The problem ended up being the electrical board and none of the list of other issues presented by Roy's.

First the good news. Had no trouble making an appt. Told me up front that a service call would be 29.95.  Showed up early, and technician did a fine job.
Now the bad. Had to unplug our kitchen sink.  Charged $227 for about 30 min work.  Then had to have pop up assembly on bathroom sink replaced. $330. Total time at my house; 1 1/2 hours for a total of $569 (you have to figure in the  tax too!) If you haven't had to use a plumber in a few years, be prepared for some serious sticker shock.

I called to get a price quote on a hot water tank w/ installation.  The guy on the phone told me it would be $29.99 charge to have someone come out just to look.  I told him I really wasn't interested then.  He hung up on me as soon as I said that!!  Very professional Roy's!

Overpriced, did not fix underlying issue.  

Had main sewer line backing up.  They came and unclogged the utility sinks, however.... less than two weeks after being serviced, my utility sinks began backing up again.   Had a competitor come out and was told that tree roots & baby wipes were blocking main sewer path.  They told me that previous service did not cut through roots to open up drain.  Was kinda upset I spent $380 the first time.  Their competitor fixed my issue for $165.

Jeff Wartimger was our assigned tech. He was quickly able to identify the cause of our leak after some other plumber did a terrible job installing our new toilet. Jeff was professional, beyond polite and installed a new line needed for our toilet, the other guy didn't do. We appreciated Jeff's genuine knowledge and friendliness. We will utilize Roy's without hesitation in the future and will request Jeff for the service call.

Roy's came out to my house two weeks ago to give me a quote on Central air.  Measured, counted vents, looked at furnace and then said they would get back to me in 2 days.  That was two weeks ago and I still have not heard from them.  Their customer service is horrible.

Not only do you pay a arm and a leg there craftsmanship is shot, they also hit the power line going into the building which burned the sideing, and the plumbing they did leaks.
Over all call someone else because these guys are the worst......

Everyone at this company is extremely friendly and helpful! From the lady who answers the phone to the technician that comes to your house, one person is nicer than the next! I want to recognize Jeff who was just out to look at my furnace. After some reoccurring issues I've had them out to my house 3 times I'm 2 weeks and Jeff really made me feel at ease. He was extremely kind and polite which is exactly what I'm looking for when inviting a stranger into my home. He walked me through exactly what he was doing and was able to diagnose the problem within minutes. He solved the issue and cleaned up everything completely! I was very impressed with his customer service. I would highly recommend

Middle of the night and the toilet started running upstairs. I called the 24hour line and they talked me through shutting the water off until a tech was able to arrive. The dispatcher called me and set up a same day appointment. The tech was pleasant, on time and had things fixed, checked and verified in a little over an hour all within the price they quoted! Roy's will have a repeat customer from now on, thanks so much!!

BEWARE!!  PRICE GOUGERS!!

Our furnace stopped working and I called at 3am.  Their Emergency Callout didn't respond until 7:30am, later than I expected, but fine.  while I was waiting, I opened the furnace panel and determined that the Vent Blower was shot (the small fan that draws outside air to feed the flame).  I found the part online from about 10 places with a price range from $130-150.  The tech pointed out that I would need a new furnace soon, which I had known, but I wanted him to simply repair what was there for now because it was about 20 degrees, going to 10 degrees outside.  I was SHOCKED when he told me the cost.  He charged me $850 for the part plus $175 for labor.  It's clear to me that they routinely take advantage of the no heat situation to convince desperate people to purchase new equipment.  

I will NEVER call Roy's again for Service or to buy my new furnace next year.

I needed my sump pump replaced, wanted to add a water pressure back up system and had them install a new garbage disposal that I had purchased myself. I had installed our previous disposal myself but I figured they were already coming so I would have them install the new disposal.

First of all, the work was excellent. My main problem was with the cost. When I questioned the high rates, $285 to install the disposal and $542 for a new sump pump and installation, I was told that they have pricing set by job not by actual time necessary. That was the least expensive model of sump pumps. Another model was $300 more.

Since you are charged a fee for having them show up at the door I decided to have them do the work but I had a feeling the jobs would not take more than an hour. They had two plumbers, one was experienced, and the other one seemed to be learning on the job. Either way, each one was done within an hour.

In hindsight I should have trusted my instincts and paid the mandatory visit fee and hired another company. If you take the cost of the pump out of the equation I paid $285/hr and $392/hr respectively more than double the highest national average.

I will never use this company again because they are taking advantage of people.

Crooked company. Sells faulty furnaces and then doesn't stand behind their warranty. And will charge you 3 times the going labor rate to install the defective covered part. If you need heating and air work done call, Buffalo local company Steve's Service Experts at 716-832-3837. Replaced the defective part from Roy's furnace at 1/3 the price Roy's wanted to do the installation, which should have been covered by the warranty for free. STAY AWAY FROM THIS COMPANY IF YOU VALUE GOOD SERVICE AND RELIABLE WARRANTIES!!!!!!!!

Our AC wasn't blowing cold air. The guy from Roy's told us we needed to replace our AC unit ($5k). We got a second opinion from someone honest. All we needed was a Freon recharge. I'm leaving this review three years later -- the AC unit Roy's wanted us to replace is still working perfectly thanks to the Freon. Never calling them again.

It sickens me to think who else this guy tried to take advantage of and was successful. It may be an incompetent employee and not the company. I don't know how Roy's incentivizes service people. But what kind of AC repair guy doesn't at least try Freon service first before recommending a complete replacement of the system? I would think one that has something to gain by being dishonest.

Roy's sent out an outstanding technician to service a tub drain in an upstairs apartment of a rental property. As prearranged, our tenant let him in and from that point on he stayed in close contact via phone to keep us informed as to the progress. He successfully removed a small toy that had become stuck in the drain. He was a true professional throughout the entire process. This was our first time calling Roy's and we couldn't be more pleased.

I initially called Roy's on a Saturday.  The plumber came out on the same day at the scheduled time of the appointment.  His name was Matthew and was very knowledgeable.  He quickly assessed the problem and fixed the immediate need.  However, I needed him to return again, after I purchased some parts.  Upon scheduling the return appointment, I also asked if they could perform an estimate and work at my rental property located in Tonawanda.  They required a form to be completed along with payment information.  The form was completed and returned to them, less my credit card information. I did not want to provide this information until I had an estimate and approved the work to be completed.  The two people in customer service advised that the owner of the company had to approve the form prior to scheduling the estimate.  This seemed along the lines of micromanagement for the owner of the company to want to approve each form.  There was nothing to approve, I wanted an estimate at my property, a very standard request.  Both customer service representatives, Julie and Allison, were not customer oriented and advised if I did not 100% complete the form and include my credit card information, that they did not need me as a customer.  I was very disappointed at their statement as I initially really wanted a consistent plumber that I could trust.  I had worked with Roy's in the past, and am not sure why they were being forceful in obtaining payment information up front.  This was a rental property and I had already given authorization that my tenant was going to be on site during the estimate.   Overall, it seemed like too many phone calls, emails, paperwork for a quick estimate and minor repair.  The repairman was wonderful, however the inside staff were rude and the quality of their work should be evaluated by their supervisor, as they are losing my business.

My daughter and her husband are first time homebuyers and new to the neighborhood. They needed some plumbing work done so I called Roy's. Jeff was professional, arrived on time and was very helpful. He fixed one toilet and returned to install a new one in a second bathroom. Jeff answered all their questions and they were pleased with the results. He also inspected the HVAC systems and gave them some recommendations. All in all, it was a pleasant experience for them and for me as well.

First I never write reviews but I feel I must warn people...Do not call this company the invent problems change parts that don't need changing and rip you off big time. My AC stopped working last year they came out replaced a part and everything was fine. They came this year for the check-up and replaced they same part again. (my husband was here for the first one I was here for the second one) Later that night when we both talked he said that is the same part they replaced last year. So I have called and my husband has called three days now no return phone calls. The Manager is never there and never calls back either. Very unprofessional and I am a service partner and have been since they started the program and still I no response to my questions about this part!

I am going to write about the 3 experiences I have had with Roy's.

1. When I first bought my house I had them come out to do a tune-up and check on the air conditioner at the house. The worker came in the range they said he would be here. Called before he arrived. Was professional and efficient. Only one small part had to be changed and it was like $10. They run a special for the tune up. $69 which isn't bad at all.

2. Had the tune-up done for my furnace for again $69. Worker was on time, professional and efficient . No complaints at all.

3. This last winter on January, 27th which was a below 0 day, I got home from work and it was freezing inside. It also snowed for 3 straight days and had the most snow in WNY in Lockport. So called Roy's. Was a Sunday night so was an emergency service. Cost $130 or around there. Which was expected. He checked the furnace and figured out the pipe that goes outside was just full of snow and covered. He helped me clear it out and start the furnace back up. He checked everything and made sure it was working. Friendly and efficient service. I now know to make sure the pipe is never covered by snow! 5 stars

Terrible company.  NASTY receptionist.  Roy's rips off the elderly.  DO NOT call Roy's. Ever

Make sure they don't forgetto tell you they charge $29.95 to come out for an estimate. I payed it because  I didn't want to get the person with whom I scheduled the appointment with in trouble. I do think it's something you do not want to forget to tell someone.

Service was phenomenal. The gentleman was very professional and was finished quickly. After doing some research and calling around I feel I got way overcharged. The sump pump installed costs around $200 retail and my bill was almost $900. I understand there's money to be made but that much of a disparity is honestly insane. I'm a new homeowner and feel I was taken advantage of a little bit.

we chose Roy's by reputation to fix our sewer line. At first they were great,came and did work, gave estimates for other things in our home,we even bought a Water heater we didn't need at the time because the age of our existing one was near endpoint. when it came to finishing the job,leveling yard,replacing soil and seeding,FORGET IT. We've been waiting
6 weeks from when they started.We call every week and they say we're on the list. This week they said Tuesday,never showed,now they say Friday.
Never again and will make a point of telling friends and neighbors not to hire this company

I called Roy's for a clogged tub drain. It was easy to get a convenient appointment. The tech arrived on time. Before doing anything, he told me (1) I didn't qualify for the $99 special because the job is too big and (2) my pipes are bad. After a short time working with the snake, he gave up and said I should have my pipes replaced... $1500. The next day I called the office because I thought this wasn't right. No one was willing to speak with me, saying I can only speak with the tech who came to my house. He, however, wasn't responsive to several messages and emails. I called another company for a second opinion. They were able to snake the drain in two minutes and honored their $129 special.

Ridiculously overpriced.  Can't comment on their work since I didn't use them, but can say that they were more than twice the cost I paid for a new water heater.

Do you ever get something done and think to yourself...... huummmm
I think this was an incredible amount of money for this job.  And I did a stupid thing !
Well in 2015 we researched tankless hot water heaters.
The model that was recommended at the time as the best and most reliable , was only available through Roy's. That's why we got it from Roy's.

My responsibility in this situation is there for a few reasons.
Here's what happened.
The heater started to need to be reset in order to make hot water. I was not aware of this issue for reasons that made it impossible for the past 8 years to properly pay a great deal of attention to the ordinary issues of life.

So when my daughter mentioned this issue to me , I went and looked at the heater and it had a sticker on it and the date it was installed by Roy's.
My first mistake was to simply call Roy's automatically and not check around for other companies.
They however were available to come look at it the next day.

When the gentleman arrived (he actually came early  after calling to see if that was alright) he went and looked at it and immediately said that the five year warranty had expired last year.

At that time, the last thing on my mind was the tankless hot water heater.

The charge to come to the house was $150 and when he arrived after the information about the warranty, he said that the filter was filthy and that it needed to be de scaled.

Here's my next mistake, ignoring that ringing in my head.
When I asked how much a new filter was I was told it had only needed to be washed!!! So it was fine now.

Next was the descaling .... I asked why it would be such an issue with descaling, given that we a have a whole house reverse osmosis system ?!?!
No real answer ... but the process takes about 45 minutes and there were a couple of empty plastic quart containers.

Immediately me de scaling  my coffee pot came to mind ....
When this was complete, I asked if there was a Veterens discount and they kindly didn't charge me for a $30 part that the ignition /flame comes through.

Finally when I asked if there was any reason why I couldn't clean the filter myself, I was asked if I was handy.
I told him I have a pretty unusual filter system on my furnace that I take care of (because that technician showed me how and I have been very loyal to that company ever since).

The response was well you have to be really really really handy because there's a cover and screws.

Well to make a long story long the bill was over
$600.00.
Yes you read that right.

I admit I was not in my normal state of intelligence at that time so I do take my share of responsibility for not investigating other services, and not saying I'm sorry I'm going to see if I can get a better price.

But I do think that is simply taking advantage on several levels.
Although I appreciate them coming out the next day, we did buy the unit from them and it was not a bargain.
I don't appreciate less than two hours work costing six hundred plus dollars for descaling and washing a filter.
And I am certain he could easily have said sure you can wash the filter yourself.

Didn't even get emergency service; just a run around for over 8 hours.  Furnace died in the night (3AM), and I called their 24 hour service.  Was told a Tech would call me back in 30 minutes.  An hour later with no return call I was calling them again.  Tech finally called, and said he was too tired to come out, and I needed to wait until 7:30a when they had 6 more Techs coming in.  We waited.  Once they called us back they told us the Tech would be there between 10AM and noon.  They called again at 12:15pm to set up another new time, and we told them not to bother.  What a waste of time.  Lousy Customer Service and Time Management.

I called after seeing their ads on TV using the former AM Buffalo host , Drew Kahn because I briefly met him and he seemed likable. Forgot that.

I need a new hot water tank but I was told I couldn't get an estimate from them for HEAP. The woman I spoke with, Charlene said oh no we don't deal with them.

I explained that it's not charity, it is a loan, they just front the payment. But at the end of the day I am paying for it and simply needed an estimate. Most businesses wouldn't refuse  a job request but not Roy's Plumbing . I guess I wasn't good enough for their customer profile. After all, they pay a local celebrity wanna be in slick TV ads that make you think they are decent to deal with.

Not true. If you're a snob, call them. At the end of the day, people are people and money is money unless you call Roys. They wouldn't even do an estimate.

Go elsewhere and deal with real people.

Buyer Beware! The tech was slow and took 2days to complete what an average liscenced plumber would completed in 3 to 4 hours at the most. To add insult to injury, they then attempted to charge for time the provided spent going to Home Depot to get ordinary supplies that you would expect a competent tech to have for routine services like replacing waste pipes beneath a sink. Yes pipes under akitchen sink. Also the tech spent time on his phone, going out to his unmarked van. In short wasting time to stretch out the service time. I questioned to bill in protest in a gentlemanly manner with the company and received a reduced extortous  bill which I agreed to pay. I chose this company because I always try to patronize minority businesses in my community. But I cannot in good faith recommend this company to others in need of plumbing services.

Nothing but 101% of the time PROFESSIONALISM meets talented experienced techs looking to treat your house, your furnace & A/C & PLUMBING needs as if it's their own personal investment!!  THANK YOU THANK YOU THANK YOU!  From the point of scheduling a service visit to the stellar communication days/hours prior to a scheduled home visit/service call; ROYS TEAM IS THE REAL DEAL & GOES ABOVE & BEYOND THAT EXTRA MILE TO extend top notch professionalism with experienced techs, equipment & service...you bust your a$$ to make a weekly paycheck so why trust it with any team other than the guys that know their mechanical field of expertise and care about your home as much as you do!  Their customer service & implementation of technology (efficient use of voicemail/email communications & tablets for ease of invoicing) also makes the process a pleasure it shows that ownership & management knows the importance of investing back into their team!

I you are looking for a plumbing service absolutely stay away from this company. The most unprofessional company I have ever dealt with.  If you go to Facebook or other review sites you will notice the increased negative reviews and they are all absolutely spot on.  This is a typical situation where a company gets too big and can't handle the business they get.  DO NOT USE THIS COMPANY,  You will understand once any one reviews their response to my review. Truly Unbelievable!!!. I would give zero stars if possible.  Please also review the current complaint on Facebook, literally just happened.

Very impressed with the overall service from Roy's. I received an appointment within 24 hours for an annual tuneup. I received a text informing me of the technician's ETA with a photo of Dane. He arrived promptly, with COVID appropriate masking and gloving. He was polite and personable. He encouraged questions. When he completed his assessment, he carefully explained how to apply for the rebate and provided the required forms.

I was impressed with the process from my initial call to the tuneup's completion.

I have never had a bad experience. They go above and beyond to help you not only understand your system but have up to date technology to help answer my questions.

Excellent service once again. I have relied on your company several times over the last 10 years as a drain has clogged up and you always come through the same day or within one day. Fast, prompt, courteous service from the moment I place the call, to the time the tech calls to say he's on the way, to when they are at my home and the followup call after they are gone.  They are always polite, very professional and wonderful to deal with. They make the plumbing issues so much easier to deal with.  I refer them over the years to all my friends and family. Keep up the great work.

Horrible company!!! This company is awful!!!I will never get a furnace at this place again!!! They wouldn't even let me make an appointment for my father because I'm not the homeowner and they charge a ridiculous amount of money $89 just to come out not even count parts and service!!! Don't go here!!!

I called this company for a problem with my drains in the basement. They had said they are sending there best specialist. Great... They arrive do all the checking around the house, use there snake outside, also snaked inside, no luck with unclogging the drains.  He proceeds to say I need to get rid of one wash basin in the basement, for i have a double base sink and a single, wants to rearrange all my piping, etc for a mer cost of $8,900.00. Really!  All for a sink that needs to be unplugged. He was here 3 hrs for this estimate! I have an older home, and a few other plumbers advise, be aware if this company and don't sign there agreement until you get another opinion!  Job was done from another plumber for $300.00 .

We have used Roy's for several emergency situations and found them to be very reliable and professional.  Most recently, our hot water tank broke on a Sunday evening, and they came out to install a new one the next morning.  The technician was friendly and considerate (worked fast, quietly, and wore shoe covers when walking around the house).  Priced higher than some competitors though so if the job can wait it may be worth shopping around a bit.

Never EVER use them again- a simple under $20 pipe connection cost $323 with labor - then my neighbors told me the Tech sat in his truck in the driveway for almost an hour. Total rip-off. Speaking to other licensed plumbers since, the range of repair cost for time & labor was under $180.

Pros: Came out the same day.

Cons:  the quote to replace(rebuild) a faulty Kohler single handle shower valve, $322 + tax.  When the price was questioned, they came back with another estimate of $275 + tax.

I looked online and found a very simple youtube video.  bought the part on amazon for $70 one day shipping.. Fixed the shower valve in 20 minutes.  I am not a plumber.  2 tools needed, allen key, screw driver.  I was charged $32 for them to come out and give me an over priced estimate..

Company is a ripoff!  Called them for the $69 A/C check, representative came out with the Heating & Cooling supervisor.  Claimed the system needed an electrical rejuvenation ($722 or $577.60 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 fill-up would work although he had no idea why a 3 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 3 years wouldn't have all these issues.  
Had 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.  This isn't the first time I have heard about this kind of scam from Roy's

Roy's advertises open 24 hours, so when I called around 1am I expected to get service. And from what I was told this encouraged me to waste a lot of time hanging by the phone. Finally, though, someone came to the phone who basically told me don't expect service before they open at 7:30. So things were not off to a good start and I almost didn't go with them.
Jeff came out soon after I called them at 8am. I was amazed at his workmanship, completing the job in excellent fashion in record time. It was a job I not only gave up on, but could not imagine anyone doing it in the cramped space he had to work with. And he took an interest in the overall project I was working on. Not only that, he was very professional and quite likable. I'd have given this more than 5 stars had it not been for the earlier problem in the wee hours.

I would give them zero stars if I could. Based on my interaction with a driver in the City of Tonawanda - I will NEVER be using this company. A driver in a company car, not a truck, completely failed to stop at a stop sign, no hesitation, nothing. Just kept driving like the stop sign didnt exist, and because of this I almost got T-boned. I was crossing railroad tracks (I have the right away and the other 2 streets clearly have stop signs) and I was already OVER the tracks when he decided the world revolves around him and he didn't have to stop at the stop sign. Beyond reckless. I contacted the company and all I got a thank you for letting us know Just absurd.

If I could have left zero stars, I would have. These rip off artists came to my house promising to fix my basement flooding issue. They charged $5,500 to perform their services, including installing a new pipe and back flow valve. The plumber that came to my house, inspected my property, recommended the course of action, and performed the work ASSURED me that the work performed was the fix to my problem. NOPE. I still get inches of water in my basement every time it rains, and Roys refuses to rectify the problem with their faulty work. They have told me, however, that they can perform more work for me for another $6,000. Ummm, no.
The moral of the story...do not calls Roys Plumbing, unless you enjoy flushing money down your toilet.

After posting my prior comments  regarding my recent annual service for my air conditioning tune-up, Roy's management called me inquiring about my issues previously stated in my recent review.  He was very concerned that I was dissatisfied and set up a time to come out to look at my air conditioning unit to see if it was currently working properly.  Roy's did as they promised and re-tested the unit and could not find anything wrong with my air conditioner.  They did so at no extra costs to me.

I was impressed by their willingness to satisfy my concerns over the reliability of the unit, their promptness to meeting the scheduled appointment time and the commitment they had to satisfying their customers needs.  While I wish I could say we found the initial cause of the malfunction, I was assured that Roy's would make every effort to correct any future problems.

I set up an appointment (2pm - 4pm) to have plumbing moved over for my new vanity. No issue there. The issue came on the day of the appointment. They called at 10:45am to see if they could come out now. Um I work but thanks. I called back and said I wasn't available at that time and to call me with any questions. They never did so I assumed the appointment was still a go. Well here comes 3:45 and no one called to say they were on the way. I called and they said the appointment was cancelled! They changed my appointment from 2pm to 12:30pm then called to see if they could be there at 11am. They took my voicemail to mean I cancelled. I did not say the words cancel my appointment just that I couldn't be there in 15 minutes.
They apologized for the 'miscommunication' and they look forward to me rescheduling. Not going to happen.

They failed to get a permit to replace my furnace. The new furnace was oversized for my house and there were two code violations that put my family's health in jeopardy. The more important code violation is that they cut a large vent in my return air ducts to cool down the oversized furnace. This causes bad air from my basement to be circulated around rather than from throughout the house. There is a hot water tank a few feet away so that might even include some carbon monoxide, although none of my detectors have gone off. The second violation was with the exhaust and intake. They put them right above a window and next to a door, even after I asked them not to put it there. They need to be 3 or 4 feet from either one (I don't recall the exact number of feet).

The HVAC supervisor repeatedly claimed they did not need a permit, the furnace was the correct size, that the issues I complained about were not in violation of the village code, and he was generally disrespectful to me. To be fair, I wasn't too nice to him either.

I called the village inspector and he pointed out the violations and the need for a permit to do the job that they did. The HVAC supervisor admitted that the furnace was oversized and called me a liar when I pointed out he said it was the proper size and he also called me a liar when I quoted him about the intake/exhaust pipes being well within code. I am following up with the Village of Depew on how to best proceed with Roy's.

I am pricing competent companies to fix the work that Roy's did.

Totally ripped me off.  I had a gas leak and charged $300 for a visit, said they could not find the leak and give me an estimate for $8000.  I called another company and they came out, found the leak and fixed it for $150.

Top notch service and very friendly. Would recommend to others.They quoted me a price but After starting it the job turned out not as big and they saved me $50 and the repair of the wall.

Extremely unprofessional company.  My sewer drain in my basement was clogged and I came across a promotion online that read $99 Any Drain, Any Time. Must present at time of service.  When I called I was told the promotion only applies to sink drains, bathtub drains etc. and not sewer drains.  When I referenced the promotion that stated any drain, any time the woman said im sorry if YOU were confused, but the sewer is not technically a drain (never a good sign when a company blames the customer for anything).  I asked if this was common knowledge to people that are not plumbers and she stated they have never had this issue in the past.  I highly doubt I am the first person who confused the hole in the ground in my basement as a drain since, you know, it DRAINS the water from my house to the sewer.  I asked how much it would be since I cannot take advantage of the promotion and she stated a technician would need to come to the house and it is $30 just for them to come take a look at the problem and give me a quote.  This is false advertising and also a bait and switch scheme.  The woman I spoke with was also very unprofessional and rude, which was a surprise to me since their website boasts two 5/5 star reviews.  When I researched them further I realized those two reviews were hand picked because of their high rating and their actual reviews were FAR from perfect.  Avoid this company at all costs, there are other companies that are more honest, much cheaper, with more professional customer service.

I would like to give zero stars to Roy's . We had a huge problem with the sewer drain backing up in our basement. My husband called Roy's because of their advertisement for $99 for any drain. The ad says any drain, but that does not include sewer drains.  I was not surprised by that. However, $390 later, they were unable to clear the blockage.  It would need high pressure jetting and if I scheduled within two weeks they would deduct half of what I'd already paid from the $675 they charge for the high pressure jet. However when I called to schedule it the half was a whole lot less than what I was told.  I paid 359.95 before tax. They tried to tell me half of that was $115. That doesn't add up, even with new math.  Told them thanks but no thanks. I feel like this is some kind of bait and switch.  Once they're there they keep jacking up the price, knowing most people will just pay it when the sewer is backing up. I would not recommend this company.

I had a major issue with my sewer pipe.  I called 4 other plumbers to get estimates and 3 showed up.  Roy's price was on par with everyone else and they were very prompt (even called to see if the estimator could come out earlier!).  

I called back to set up the repair work.  They were very communicative and arrived on time, explained everything and the crew was extremely nice and didn't mind me asking questions or looking to see what was going on.

if I could give more stars, I would!  This is the only reliable plumbing company I have dealt with!  Thank you so much!

Called Roy's for an estimate to hook up plumbing to 2nd sink in new 2 sink bathroom vanity. Just had to connect new pvc drain to existing drain and extend waterline to 2nd sink. All the walls were down to studs so easily accessible. Roy's worker put deep thought into the estimate for a minute and somehow came up with $1700 with not much explanation which I obviously turned down. Called another guy and got it all done in under 2hrs for $325. Can't see how anyone that takes time to get multiple estimates would ever use them.

After years of limping along and getting sanitary sewer backup into our basement, we decided to bite the bullet and get it fixed instead of bandaided. My husband has health issues and I told the intake receptionist about it, so the tech who came out was very good about taking precautions while in the house. He diagnosed the problem and presented me with multiple options to fix the problem. There was a little upsell attempt but didn't push when I declined. I scheduled the work and they were so busy that they couldn't get here for a few days. They snaked the pipe so that we could limp along for a few days until the big work could be completed.

In the meantime I had a family friend, who is a commercial plumber, come check everything out and look at the proposed work and cost. He said it was a very fair price and that I wasn't getting ripped off.

The outdoors workers were friendly and fast. It looked like they had a new guy on the crew and the supervising worker was walking him through everything as they went. (I have no problem with this - everyone has to learn a new job!)

My only regret is that we didn't have the work done before Halloween because the hole dug is the perfect size of a casket. I could have put a fake headstone up and called it a day.

I called to get my free estimate (per their website) and was told that they are not free... they are $29.99... with no elaboration. I immediately declined. A company not following thru with their advertised promises is a HUGE red flag!  No thank you!

We came upon Roy's at a home show and they had a special for tune up ac and furnace which we took advantage of. They came over in February and did the furnace which was no problem, then in May another man came over to check the ac unit. While he was over he constantly was on his phone and then he tells me that I may be leaking coolant from the unit but he's not sure. Told me to call the people who installed 2 years ago. What???? I did call John lock and they said nothing is wrong with the unit! I will never stray from John lock they are awesome!!!!

Sorry guys. Great experience in the past, but this time I had a clogged sewer line. The guy looked at it, didn't like this, didn't like that. Recommended a jet wash, $675 first 2 hours and $300 each add'l hour.
My local guy snaked it for $200. Works fine.

After making the move into my first home, I wanted to have the furnace looked at and tuned up to make sure everything was set for the Winter (whatever 2020 may bring...).  Overall, I had a great experience with Roy's!

I called and setup an appointment back in mid-October for furnace maintenance and the earliest they could get a technician was November 30th, so not the most convenient but perhaps a lesson in calling sooner.  The customer service on the phone though was pleasant and easy to work with.  I did place a reminder of my own into my Google Calendar as they did not take my email, though I received a reminder text about a day or two before the appointment itself detailing next steps.

On the day of the appointment, I received a phone call from Roy's confirming the appointment and received another text message providing the name of the technician and the ability to see where he was enroute to my house.  The technician, Jeff, was fantastic!  He was incredibly friendly, courteous, and knowledgeable.  He came in wearing a mask and put coverings over his shoes and went right to work inspecting the thermostat.  Afterwards, I led him to the furnace and he was able to give me some details about it by just looking at it.  I left him alone to do his work even though he invited me to stay and watch if I wanted.  After about 45-50 minutes, I checked-in and he was just wrapping up.  Happy to report that my furnace, albeit over a decade old, was in great shape!  After packing up all his tools, Jeff went over all the details about what he saw and provided me the paperwork to get a rebate from National Fuel (which I filled out and mailed the same day!).  Before I knew it, I used my credit card to pay and off he went.

All-in-all, a great first time experience with Roy's!

The tech who came out to our house was friendly and seemed knowledgable but tried to sell us a digital thermostat for $200 when it is listed on Amazon for $61.99 (Honeywell FocusPRO 6000). I am all about supporting local businesses over Amazon but that mark-up is unacceptable. I was also told a wifi enabled thermostat would cost over $400 but I found highly rated models online for $150-$200.

Buffalo, NY

I'm very pleased with the efficiency and work done. My water heater started spewing droplets of water out of the top part, where the water connections are.  Googled the problem and found that it didn't appear to be that serious and perhaps just the connections/fitting were lose.  Decided to wait until the weekend to have a mechanically inclined friend look at the situation. This was Thursday.

Saturday I return home from my daughters' house and notice that my windows are loaded with condensation. Odd since my house is kept at a toasty 62 degrees or lower during the winter months.  Walked in to find hot water cascading from the heater and filling up my basement. I called Roy's simply because a neighbor had a sign on the front lawn.

Very pleased with dispatch. My call went in at about 2pm and the tech showed up around 5pm.  Knowledgeable and very nice.  Offered me options with respect to replacement and it was not cheap, even for a basic 40 gallon water heater with install.  I rather expected this because I had looked up costs for new heaters.

Took about two hours and new copper pipes were installed along with much other work. Not at all happy that I needed to have this done but very pleased with overall service. I hope that I won't be doing so anytime soon but I will call them again if the situation warrants it.

Roys left a comment about try to contact my husband about damage lier never contacted my husband at all i think hes talking to wrong man.

Last week I had Roy's come to check my furnace. Keith, a technician arrived and told me my furnace is giving off carbon monoxide. My alarms were not ringing, but he said he HAD to turn off my furnace, otherwise, he would be fired, and put into jail! He further told me that I not only need a new furnace, but the bad news is: I also need a new air conditioning unit, and a new hot water tank! So he left me with a turned off furnace. In about an hour after Keith left, another tech by the name of David arrived. David said that by law, he could not turn on my furnace. But he took another look, and reluctantly, said he could turn the furnace on, and he  by left with a warning that I need a new furnace ASAP. A few hours later, my house was chilly, but when I woke up at 5:30am the next morning, I was freezing! My furnace was off all night- the technician lied to me, because he never turned my furnace back on. I called to report this to Roy's as soon as I realized the furnace was still off. A manager named Chris arrived, and said the first tech, Keith, should never have turned the furnace off, and the second tech, David, should have turned the furnace back on. Chris maintained that I need a new furnace, and that he would send an estimate, however, I never heard from him again. I advise everyone to NEVER EVER use Roy's Plumbing.