Milltown Plumbing, Heating, Cooling and Electrical

Aaron D.

My sink broke on Sunday and I was promptly called back by the office and dispatch on Monday. Originally we set up a time on Thursday to have it fixed. I had to call back to reschedule on Tuesday, due to a Covid scare and we simply pushed it out to the following Monday, first thing in the morning. I was told I would receive a reminder call on Friday by dispatch. Friday came around and I received no call which I wasn't bothered by. It's the end of the week, it happens. I know the appointment is coming up anyway. Monday rolls around and the plumber does not come in the morning. I give it an hour past the start of the appointment and call the office. The office had my appointment and address with me just saying I had an appointment that morning, so they know they are supposed to be here. I spent about 15 minutes on the phone, and the receptionist was super kind and she let me know that dispatch was busy and that they would call me as soon as possible. No big deal. About 5 minutes later, dispatch calls and lets me know that there was a mix-up and implied that I failed to confirm the reschedule. That's bogus. 1: Dispatch confirmed the appointment last week when they called me. 2: They never said I had to call back during our initial conversations about the reschedule. 3: The office had my appointment information so clearly the company knew when I was due to have a plumber. It would not have rubbed me the wrong way if dispatch just said, ""Hey, we made a mistake and we are sorry. We will send someone out as soon as possible."" I probably would have given the highest rating if that were the case, but the lack of accountability for that error is annoying and compounds the next issue.
Dispatch then said that they would send the first available person that day, and did not provide a time estimate. It puts me in a position where I have to alter my whole day because I am waiting for service that should have been done first thing in the morning. So I was sitting around all morning waiting for someone to come around. They did call and give me a 30-minute warning, which was nice, but it would have been nicer if they said that they would do that. Getting stuff done waiting for a call is way nicer than trying to be available for a ring at the door.
In the end, did the work get done? Yes. The plumber was knowledgeable, courteous, got the job done, and did some preventative care the same day as the initial visit. Everyone I spoke to at the front office was kind and got me to where I needed to go fast. If that was the whole experience, perfect, I would recommend the service to anyone in the area looking for a plumber. But the dispatching and coordination were terrible, so I can't say that I would recommend it to anyone.

UPDATE

Milltown after reading my review reached out to make up the fumbled service. I think that the company certainly strives to have my experience be the exception, not the rule, and after speaking with the customer service representative I think I would be confident in giving them another shot. I have had a lot of plumbers come out and my life and this is the first time that a company responded to a poor customer experience. Hats off for that at least.

Brian B.

I recently had my annual inspection of my hot air furnaces performed by technician Jeff Gilbin and was 100% satisfied with his professionalism and attention to detail. He also was very informative regarding how the system works and preventative maintenance that should be done. Milltown has been very responsive to my recent HVAC and water heater issues.

Chris C.

They wanted $290 to come out and take a look and give an estimate on a commercial water heater. My response was I will take my business somewhere else. Not only did they lose the hot water heater business but any potential business in the future

Mike S.

Very good service. Gave us proper estimate of what we needed. Came back next day with a parts needed and completed the job.

Sarah F.

I had Matthew Hedglin here (electrician) from Milltown Plumbing. He did a great job fixing issues I had with faulty wiring to my furnance and replacing my whole electrical panel and wiring. I could not be happier with the service I received from Matthew and Milltown!

Conrad P.

We are(were) regular Milltown customers who had to wait 3 hours to get a call back from dispatch in regards to a shower drain that was clogged. After finally receiving a call from dispatch, we were told they couldn't come out for 3 days, after being originally told they would come out on the same day. Same day service is also advertised online to new customers.

Dennis M.

On August 20, 2021 we needed to have our gas dryer disconnected as we had sold it prior to the receipt of a new appliance. We saw the MillTown truck on our street, and my husband went to ask the driver how much they charged to disconnect a gas dryer. The driver said to call the office. So my husband called them and requested a quote. They said the plumber would tell us upon arrival. Wouldn't you know they sent the same driver who had been on our street. He says it's $199 to disconnect and if we also wanted a reconnect with new ductwork, the total for both services would be between $1100 and $1200 We told him to do the disconnect because the person was coming imminently to get our old appliance. But then we told him we would never use their service again as they were charging blood money. I would never use them again. No wonder they won't tell you the price before they're in your home. I.M. Dracut

We ended up using Dracut Plumbing for the reconnect. Their total cost to reconnect was $200, and they even included the cost of the new ductwork in that price. They did an excellent job.

John C.

Had a great first appointment with Jeff. He looked over the situation,
which was a leak from backup of my central AC unit. Also, appears condenser issues. Awaiting a next visit to determine cost, ect.
Stay Tuned, also must say everyone has been so quick to respond,
and very pleasant . Great first impression.

Fiona F.

I had a horrible experience with this company.
1) When I called for a plumbing estimate to remove my disposal, the person who answered said the cost would be $85.00 which turned out not to be the case. This was just another tactic to get their foot in the door.

2) Before the job could be done, I was asked to pay up front an amount that was three times more than what was initially quoted for the job. There was no cost breakdown on the invoice - only a verbal estimate for the removal of the disposal and installation of a PVC drain pipe.

3) I called the office manager, Addy, for an explanation and asked if the costs included the job service trade fee of $85.00. She said she never heard of this fee and would talk with her finance manager about it. After waiting in vain for her response for two days, I called her up. She said she mailed me a cost breakdown . There was no mention of the job service trade fee of $85.00. Adding insult to injury, she audaciously copied my signature from the invoice and pasted it onto the bill. I alerted my credit card company not to pay Milltown.

4) After confronting Addy about her shoddy practice, she haughtily said that was what was on the invoice. She added that Milltown decided not to do the job. It was just as well, since I will not do business with any company that has unfair business practices and poor customer service skills.

Joe P.

I'd like to share a good experience I had with Milltown Plumbing. I was quoted some prices for a job that were out of my budget. I wasn't interested in proceeding and they were nice enough to call me tried to work with me. They also refunded the $85 service fee. Very nice and professional.