R&B Plumbing & Heating Ltd

Plumbing
North Vancouver BC V7P 3T4
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R&B Plumbing & Heating Ltd
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67%

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Reviews for R&B Plumbing & Heating Ltd

Average customer rating:
7.5 10 (31 reviews)

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Maryam
Maryam
0 reviews North Vancouver, BC
0/10

Terrible experience, avoid this company, rude and unprofessional

First of all I have to say never trust R&B Plumbing company. Extremely rude and unethical customer service and phone receptionist. They charge over rate and over price, can't finish a job and on top of that they will create more issues and problems to your house.

On October 4th , 2023 I contacted R&B Plumbing and Heating company to report a flood happening to my rental property in basement. The phone receptionist Justin answered and the first thing he asked for was for my credit card, because money is the only thing they care for. No good service no ethics !
Since it was a rental property and I as a landlord I am responsible I gave my credit card info to Justine (never do that!!!!! I ended up getting charged for stuff I never asked for.

Justine informed me they are booked up for the day so they need to charge me for emergency rate which again I made a huge mistake and didn't questioned him why! He said a plumber will be there between 4:00 to 6:00 well they didn't show up and whenever I tried to contact the office I didn't receive any response The plumber finally showed up at 7:30, 2 hours and a half after promised time for a flood! They immediately charged my credit card for $570 for an unfinished job !

According to my tenant who is a very reliable and honest person the two plumbers didn't know what they were doing and they were very lazy and lame they spend some time and couldn't fixe the issue . Then they broke their snake in the drain and left the property and said they need to bring and excavator to remove the broken tool they broke in my drain.

October 5th Justine calls and in a very rude manner said they need to send and excavator company and I said no way! I am not agreeing to excavator since they untrained plumbers broke something and I don't need excavator estimator. Justin ignored me and send an estimator charged my credit card for $966.42 !

I call the R&B, again very rude response from them. They said they will send someone on October 10th. So the flood is going on the pipe is clogged and they tell me to wait another 4 days, when they already charged me three time more than what usually costs,

If you are reading this review to yourself a favour and do not contact this company, staff rude and impolite, plumbers do not know what they are doing and they charge you way too much!
extremely dissatisfied ! specially with customer service and manager!

Approximate cost of services:
$1,600.00
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Company Response

Hello Future Customer,

Some of the review you just read is true! It's true, R&B was called out because there was so much water in the basement of this house that the heating and hot water systems were rendered inoperable.

It's also true that this flood was caused by a lack of preventative maintenance of a home's exterior drainage system: the storm sewer system clogged and backed up, flooding the inside of a house. Often roots looking for water can grow into the storm sewers, especially in years of drought, and not only clog them, but also break the pipes apart causing cave-ins and other issues. Occasionally stubbornly entangling the very machine intended to clear it.

And finally, it's true that this was very distressing for this individual as a landlord, with cold tenants. The time and costs involved in repairing neglected drainage can be significant, including sometimes needing to dig at the place where the pipe has broken and repairing that section.

R&B is fully transparent in our pricing model and all charges are reviewed with our customers before we schedule a call. Despite that, some customers do have questions. As always, we encourage customers with questions to engage in a calm, respectful dialogue to resolve them with our staff.

R&B Plumbing & Heating takes great pride in our customer service and in the abilities of our staff. I commend them for their patience and professionalism in this situation in particular.

Private User
Private User
Private User reviews Vancouver, BC
10/10

great heat pump install

We recently hired R&B to install a heat pump in our home. Rob came and assessed our needs. We were very happy with the level of detail that the R&B team put forth in their quote. Will and Antoine were here to perform the install. The job was performed skilfully and professionally. They communicated well with us along the way, and we felt comfortable asking questions about the process. We are very happy with our heat pump. It is performing much better than the gas furnace it replaced. R&B has supplied us with all the quotes and specifications we need to apply for Federal and Clean BC Rebates. I would highly recommend R&B for a heat
pump install.

Approximate cost of services:
$27,000.00
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Company Response

Thank-you for your review. The front-line staff certainly do work hard to have the grants and rebates information at their fingertips to allow our customers to take full advantage of all of the discount opportunities. I'm sure you will enjoy your heat pump for many years to come.

Private User
Private User
Private User reviews Vancouver, BC
0/10

Double Charged for Incomplete Sink Repair

Technician came for simple sink repair without the necessary parts (despite thorough pre-discussion), too late in the day to buy anything. Came the next day tried to fix sink and only partially succeeded (taps were affixed the wrong way around, sink still leaked). Worst of all, credit card was charged (without discussion) for two callouts, even though nothing was even attempted the first time. Multiple requests for refund were ignored. Stay away at all costs!

Approximate cost of services:
$561.00
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Company Response

No need to stay away! It's true, despite our best efforts and planning, sometimes we cannot arrive with everything we need to complete a repair and have to return for a second visit. Similarly, we do our best to work to the highest standard. Rest assured, any warranty work would be completed without charge or delay.

Our service charges are based on time, not visits and we always review our rates and billing practices prior to booking.

Jane in Toronto
Jane in Toronto
1 review West Vancouver, BC
10/10

Toilet Unclogging

SAM was on time, very efficient and educated me on how to prevent a clogged toilet in future.
I appreciate the prompt, knowledgeable people that work for this company. The receptionists are always friendly and helpful.

Approximate cost of services:
$300.00
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Company Response

Thank-you very much for you kind review!

lau4051 in NORTH VANCOUVER
lau4051 in NORTH VANCOUVER
0 reviews North Vancouver, BC
10/10

Removal & replacement of toilet,customer service,quality,thoroughness

Sam was great. Was resourceful, very knowledgeable & helpful--got us out of a jam especially on a Friday afternoon due to our mistake ordering an incorrect sized toilet. He ordered the new correct sized toilet from his supplier in N.Vancover and picked it up, installed the toilet & washlet, cleaned up everything including the packaging & the old toilet for dumping. He loaded the incorrect toilet & tank (weighing 150 lbs total) in the trunk of my car for return to Home Depot. Thanks from us all You will be our next & only plumbers.

Approximate cost of services:
$1,000.00
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Company Response

Thank you for the kind words Mr. Lau! We're thrilled to hear you had a great experience. If you ever need us you know where to find us! :)

Bob in North Vancouver
Bob in North Vancouver
1 review North Vancouver, BC
2/10

Not for fireplaces

Hired to move freestanding fireplace during floor instalation. They recommended servicing of both fireplaces in home. Both were working fine beforehand however following R&B service and several other visits (both warranty and paid) neither fireplace worked. They suggested a number of alternative costly repairs. Finally hired qualified gas technician who spent 15 minutes adjusting settings and both now work fine.

Approximate cost of services:
$400.00
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Company Response

Hello Bob. At R&B we're always striving to improve our company and services. If there's something we missed, we'd love to know exactly what it was so we can be better. We invite you to contact our company directly so that we address your customer service concerns. I'll look forward to your call. Michelle Blaksic

DS, North Vancouver
DS, North Vancouver
1 review North Vancouver, BC
10/10

Toilet and faucet installs

Multiple toilets and one sink/faucet installed. Not a complex plumbing job but R&B was quick to book and the plumber Nick was great to deal with and really helped out solving some compatibility issues with fixtures. Parts costs were not overly inflated. Ten stars as there's nothing I could take issue with.

Approximate cost of services:
$750.00
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Company Response

Thank you for your kind words, we think Nick is pretty great too! We're happy to hear you were pleased with him as well as our service. We hope you don't run into any plumbing or heating issues in future, but if you do, you know where to find us!

I in Port Moody
I in Port Moody
1 review Anmore, BC
2/10

Boiler Service

I have mixed feeling about this review, because we previously had good experience with R&B. We do like to share this so people have more information to help with their decision. We asked R&B to service our boiler (clean it) and fix a flame sensor issue. When we called the service, we specifically asked for a technician that knows the type of boiler we have and said in advance that the fault we had was a flame sensor, so we expected the they will have a flame sensor replacement with them (most common issue with boilers).
When their “experienced” tech came, he tried to start the boiler, and when couldn’t he said we needed to replace the whole control panel ($$$$$). I had to explain him how to reset the boiler and show him which is the flame sensor vs ignition system, as it was his first time seeing this type of boiler and controller. At this point I asked that he simply clean the boiler and change the sensor and connect with me if there are any issues, as I had to leave for work.
After 3 hours working on the boiler (learning about it control features), the tech calls me to let me know that he couldn’t fix the boiler because he didn’t have a replacement sensor. And of course charged my credit card about $400. Not only that it was not fixed, the control settings were completely changed, causing a real control fault and completely decommissioning the boiler control system.
I am not sure if the boiler was even cleaned, because the tech told me that he did not have the appropriate cleaning tool. It took me 10 minutes to replace the sensor and fixed the issue.
I cannot imagine how R&B treat customers that are not technical enough to know when they are being deceived.

Approximate cost of services:
$400.00
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Company Response

Mr. Green, Thank-you for your feedback about your great previous experiences with R&B. We take great pride in providing quality workmanship to our customers.

I have read your account of your most recent experience. Although our record of the actual events are very different from how they have been described here, point of view from the customer perspective is very important. I regret that you feel that you did not receive value for the services you received.

If you would like further clarification of what was done and why it was required by the manufacturer, please connect with R&B directly.

DeepCover in North Vancouver
DeepCover in North Vancouver
1 review North Vancouver, BC
10/10

Replaced faucets and fixed a leaking pipe

Adam came right on time, finished the work amazingly quickly, left no mess. It was a pleasure having such an affable pleasant person. Whether plumbing or heating I've found this company and their staff to be excellent.

Approximate cost of services:
$200.00
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Company Response

Thank your for taking the time to post your kind review of your experience with R&B. Our office staff does work hard to ensure the customer service experience is excellent and it is so nice to hear it is followed up by amazing, quick and tidy field work. Kind Regards,

Naved in Edison
Naved in Edison
1 review North Vancouver, BC
1/10

Gas line installation

From an estimate (given to our contractor) of $400 for a gas range connection we asked, we ended up paying them $716. We got into a bad situation when our contractor didn't pay them for the work they did at our townhouse and we ended up paying them the money owing.

Since this was one part of the project - gas line to range, second was to the exterior for a BBQ connection that required a change of pressure valves by Fortis, they would have to come back complete the work.

When my wife went across to pay them, the estimate they gave for the second stage was $850 (400 parts and rest labour).

Matt was the first tech' and had said that the next install won't take that long as he'd done most of the prep. Well, Tyler was the tech for the next phase and he felt a lot more should have been completed by the first tech. He had to have someone from the shop run him parts and had to come by the next day to complete the job.

I had asked them to install the gas conversion kit on my BBQ and was totally prepared to pay for the labour involved.

You can imagine my surprise when we got the invoice - it was $1606!!

When we pointed out the difference, the office staff first waffled and said that was the cost. We pointed out charges that were unreasonable, they came back with approx. $1400. We asked for the owner/manager to talk to us. Instead, they mailed out a demand notice!!!

We paid them off - NEVER AGAIN!! I should have read the reviews here before engaging them!!!

Thanks a lot R&B - I'm willing to pay for services I ask for but I also expect ethical business practices!

Approximate cost of services:
$2,200.00
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Company Response

Thank-you for your feedback. I hear your concerns about the difference between what you wanted to pay, or perhaps expected to pay, and what the work actually cost have you upset. However, none of the work we were engaged to do for your condo was a written quoted price with a set scope of work. All work was on a time and material basis. I am not sure what your contractor led you to believe regarding what could be expected to be paid for the first stage of the project, but when we book all calls we advise clients of the cost of each hour of work as we did with him. This was also done with your wife when she booked the return call. Additionally, she had the first invoice for her to review pricing and terms of service. There was no quoted estimate for the second stage, but time allowed for booking was based on an amount of time expected based on the scope of work. This time is variable, as you know based on the complexity of the work. In your case, you wife continued to add to the scope of work after our arrival. In addition to that you had a new gas meter installed which BC Safety Code has certain requirements for. Code requires that all gas appliances be clocked - checked for safe operation and correct gas pressures. This added necessary time that was not a part of the original scope of work either. The new gas meter was needed to achieve proper gas pressure for all the new gas fired appliances you wanted for your home. This included the fireplace, barbecue, and range in addition to your water heater. Your wife acknowledged that our tech was on site for the entire time, and working hard. She complimented him on his work ethic and capability, which we always appreciate. The materials used have also been accounted for. Therefore, it can be expected that we would charge for those services and expect to be paid. It is often the case that those doing a renovation change the scope of work midway through a job and I feel that my crew did a good job in accommodating that for you. My Administrative Assistant went above and beyond the call of duty to run to the supplier herself, bringing the additional material needed for the extra work to save you time and money. As the owner / manager, I reviewed all the billing and allowed that a change in the technicians may have accounted for some extra time as the second got up to speed on where the project was at, and I credited an hour of time on your billing. The change in technicians of course, is less than ideal, but we were trying to get your home and cooking facilities running without further delay. We are sorry that our efforts did not yield the outcome you were hoping for. If you have any further grievances I encourage you to contact me again at our office during our service hours at 604-980-1369. – Michelle Blaksic

The reviews on this page are the subjective opinion of the Author and not of HomeStars Inc.

More about R&B Plumbing & Heating Ltd

We are a full-service plumbing and heating company operating on the North Shore since 1972. Our goal is to provide our customers with quality lasting solutions that you can trust. Whether you need service, repair, maintenance or new installation in plumbing, heating drainage or gas, R&B Plumbing will meet that ...
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