Roy's Plumbing, Heating, Cooling & Electrical

Reviews

• JP

  Joe Pierro

  Nov 16, 2025
  1.0
  In Feb 2025 purchased a one year contract from Roy’s that was to cover any plumbing heating or sewer problem that might happen at my address. In Oct 2025 called Roy’s for a furnace maintenance. Checkup. I was given an appt for Monday 11/10/25 between hrs of 10 AM and noon. on 11/10/25 I noticed 4 calls made to my phone by a number showing originating in Lakewood NY. They left no message. At 1015 AM I called this number and was surprised it was Roy’s in Tonawanda NY. I asked the girl that answered why they had been calling me she advised they wanted to know if they could come earlier than 10 AM for my service as they had no answer they sent the serviceman to another client. she advised someone should be at my address sometime around 11 AM. When by 12:15 AM no one had arrived I called Roy’s again and talked to someone named Sarah. She checked to see what happened but she said she could not contact the original girl as she had gone to lunch but if she had told me 11 AM she was giving me her best estimate she advised the problem was that the repairman was held up at his service call but she could get someone to me between 1 and 2 PM, I advised that would not work for me as I had a 130 PM appt to which she replied she could reschedule my service for sometime in Dec. which I thought was insane basically they are making someone wait over 60 days for a simple furnace check. So there so called contract is only good if and when Roy’s feels like providing said service what a scam. I advised Sarah that I would not be using Roy’s for anything and I would like a refund for the balance of 4 months still on the contract as I would not be using them. Sarah advised this was not an option. I will never use Roy’s again and would not recommend them to anyone. Roy’s needs a better business model and a crash course is Customer service and Customer satisfaction would not hurt. in my opinion Roy’s is not a credible company. If anyone thinking of using Roy’s run don’t walk away as fast as possible save yourself the disappointment and aggravation. I wish someone would have warned me.
• RW

  robert wheaton

  Nov 13, 2025
  5.0
  We were told that they have Zero percent financing, what we were not told is there is a fee attached to the Zero financing. So, after receiving our paperwork I noticed this charge, and when I called Roy’s, I was told to call the bank it’s a bank fee. UPDATE ON 11.17.25 I spoke with Mike at Roy's about our above concern, he was very professional, understanding, I was so please on how they handled our concern, that we are changing our review from one star to a 5 STAR RATING. it's rare that a company stands behind their word like Roy's did., I highly recommend them.
• CD

  Courtney DeSabio

  Nov 10, 2025
  5.0
  This was our second time using Roy’s and I’m so glad we did! When I reached out for an appointment we had a simple leak and by the time the appointment came it had gotten much worse. Matthew was extremely knowledgeable and just by my notes was already expecting the issue at hand. Just like our last issue, it was quick, efficient and very up front and honest. After the appointment Matthew was so nice and answered all my questions about what to do going forward, and his opinion on our plumbing situation. It is so nice knowing we can call Roy’s and have great work done and don’t have to worry about being upsold or told “possible future problems” and attempt to be sold on something we don’t need. They really care about their customers and it truly shows!
• MM

  Megan

  Nov 5, 2025
  5.0
  These guys are fantastic. Their salesmen as well as their technicians are professional, knowledgeable, timely and friendly. We have had them out for a few issues and every single time they let us know all of our options, thoroughly answer our questions, explain next steps and do excellent work! Our old "handyman" used to have to repeatedly come to "fix" the same problems over and over. Not so with Roy's. Their work is done carefully and correctly. I can't speak to every service they provide but the things that we have had them do for us have come with a very good guarantee on the work. They replaced our AC unit and our furnace most recently. The salesman who came first to do an estimate, named Gabriel, was an absolute gem. He was a lovely young man who was so helpful and didn't employ any of those skeevy sales tactics that we all have run into. He was just a straight forward guy who was here to help. The most recent techs who did our AC and furnace, Isaiah and (I didn't catch the second fellow's name and wish that I had) were equally friendly and helpful. In the past the people that they sent over were also equally great! I know that in the future with any issues we may run into, we will be calling Roy's. I imagine that they have a very high customer retention rate and I fully understand why. I don't ever want anyone else working on my home again!
• JF

  Julie Fava

  Oct 22, 2025
  5.0
  I don’t usually write reviews, but Roy’s Plumbing, Heating, Cooling & Electrical in Sanborn, N.Y. absolutely deserves one. When my hot water tank burst and flooded my basement, I was completely overwhelmed. My house is over 100 years old with a mix of old plumbing that barely makes sense, but their team handled everything with ease. They replaced the hot water tank, expansion tank, main shut-off valve, water pressure regulator, and even fixed my sump pump line — Not only that but answered my plethora of questions on other plumbing and piping issues I had.The level of patience and knowledge were above and beyond. What really stood out was how modern, professional, and transparent they are. You get text and email updates every step of the way — from a heads-up when your tech is on the way (with their name and photo!) to detailed written breakdowns of the work and pricing. As a mom, that kind of communication and peace of mind is huge. There were no hidden fees, no surprise extras — just honest, fair, detailed pricing and clear explanations. Each of the guys who came out were not only skilled but kind, respectful, and patient. They took the time to answer my endless questions and walked me through everything — explaining what they were doing, why they were doing it, and how things worked so I’d understand for the future. They even used tablets to record video and photos of the systems they were working on for total transparency, Which is a phenomenal extra step in this day and age. As a customer It adds that extra layer of protection for both technician and client. You can rest assured all work completed will be done with expert level craftsmanship.This shows me as the customer that this is a company who operates with honest integrity & accountability. When my furnace stopped working shortly after, I didn’t hesitate to call Roy’s again. The tech diagnosed it right away, explained all my replacement options, and helped me make a confident decision. The pricing was the best I found anywhere, and they worked hard to get techs in to have the new furnace installed the same day! The installers were just as professional and respectful as the last team who handled the plumbing emergency — the kind of people you don’t mind having in your home for hours, especially with kids around.As a mom this was important to me. Before leaving, Both teams made sure I understood how everything worked, that I had everything I needed, and that my home was left spotless. They showed a level of care and dedication that is rare to find in today's market. As a customer you genuinely feel treated with the same care as if you were family. Roy’s turned what started as a total nightmare into a smooth, stress-free experience. They combine old-fashioned integrity with modern technology and outstanding customer care — honestly, I wouldn’t trust anyone else with my home systems now. If you find yourself in need of any help with plumbing,heating,cooling,or electric I recommend going with Roy's. You will receive excellent customer service, knowledgeable reps, extremely respectful technicians who pride themselves on immaculate craftsmenship,fair & transparant pricing without sacrificing quality,and above all the peace of mind you picked the best company for the job. I owe a huge thank you to Roy's for all of their help and expertise. This company embodies each and every quality a customer seeks to find,especially in a time of emergency. As a repeating customer of Roy's I can not speak highly enough of them as a company. From start to finish it was the absolute best experience I have ever had when needing work done.

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