This was by far the worst experience with a plumbing company I have ever had. For background, i used to be a plumber. My wife called these people for a clogged kitchen sink. Their tech showed up, and proceeded to try to plunge the clog, despite being told that we have tried that. He then left to get a snake. He came back with a 1/4" 15' hand crank snake that might as well have come from fischer price. A plumber going to a clogged line call without a snake is just about the most idiotic thing i had ever heard . . . or so i thought. By this point, i was on a phone call for work when i hear blood curdling screams for help coming from the basement. This genius had decided to cut a hole in the pipe (without talking to anyone) and was trying to catch the drain water with MY bucket while standing on MY step stool in my finished basement. He then tried to tell me that he had to cut the hole, because his 15' snake couldn't reach the clog. He then claimed that because there was grease in the line, the whole line would need to be replaced, which couldn't be done until the next day. He wouldn't leave without getting paid and promised to send me an estimate to replace the line. To sum up, they demanded $330 for doing absolutely nothing, except making a mess and cutting a hole in my pipe. The next morning, i called because i had received no estimate. I was told that it would cost $600+ to replace the pipe, and that i would be charged a cancellation fee if i refused. Instead, i called a real plumber who came with a real snake and had the drain cleared inside 30 minutes. That and repairing the pipe cost less than what Burnell had charged for nothing. These people should be arrested. Except wait, they already were. https://www.timesunion.com/news/article/Owner-of-Hudson-Falls-plumbing-business-used-17380012.php read more

Recent services with Burnell's Plumbing have resulted in poor customer service. I had two scheduled appointments in which after more than 3 hours past the appointment I called to determine the status of my scheduled service - only to be told there had been a change in schedule and I would need to be rescheduled. I generally don't mind being rescheduled but pro-active communication so I am not left waiting for technicians would be nice. If they are holding a 50% deposit on work, I would expect bettter communication with the customer on scheduling the service. The technicians while friendly and polite, have been inexperienced, resulting in small mistakes I don't feel are appropriate to deal with when paying for service. Including missing thread seal and forgetting to turn water supplies back on after service. Would not recommend. read more

I am so grateful, thankful and happy to have found these guys in a huge crisis when our on-demand hot water tank went and we were in the middle of winter! We called a bigger company and were so dishearted to have them come and take advantage of us. They did not even write up a professional quote and when we shopped the tank they suggested, it was 1/4 of the cost they quoted so we had no clue why labor would be THAT MUCH! They were pushy too. We called Home Depot and they suggested Burnells and we were blown away! I sent photos and the model tank we needed and a clear quote and once we said "YES!" they were on their way like hereos! They installed the new tank in less than an hour and it was MORE THAN HALF THE COST and works GREAT! I will never call anyone else and refer them to everyone I know. I LOVE THEM! read more

Called the day before to set up an estimate and they showed up prompt the next day! Assessed the situation and told my husband we'd get a call back by 2. 3 o'clock rolls around and we have heard nothing. Keep in mind that we have no shower until these gentlemen fix it. My husband called the office and the lady was very rude to him stating that "he was never told he would get a call back at two". That's when I called back to see for myself what was going on. The lady would not let me finish a sentence before rudely interrupting me. She was very argumentative and lacked many customer service skills. She went so far as to suggest that I call the competition because I called her out on her rudeness. Needless to say I called her a few choice words before hanging up. I have tried multiple times to review them on Facebook however every time I write a post it is deleted within the next five minutes. This is no way to run a business. I highly suggest that they find somebody more apt to a customer service position to sit by the desk and deal with customers. This lady was not only rude but also offered the competition. Anyone who is considering this place please call Jack Hall, amazing customer service! read more

Burnell's did an outstanding job for us on short notice. We wanted to replace an old clunker toilet, and we had a particular model in mind from a previous renovation. Burnell's was able to procure the exact model we wanted, deliver and install it the very next day. They even disposed of the old commode. That was hitting the "Easy Button". Thank you Burnell's! Also, Kudos to Baker and Austin from the Burnell's team. Super polite and professional workmen; really nice guys. It was raining out and they even offered to remove their shoes. They were masked up from the moment they exited their truck (us too). Much appreciated during this time. We will definitely use Burnell's in the future, hope you do too. read more

My casual date fixed in under an hour what Burnell's turned into a drama laden ordeal that left us without running water for over a month. The Home Depot in Queensbury, NY referred us. That business relationship should seriously be reconsidered. The owner's wife....Karen? She is not sophisticated. In fact, she is rather base. Do not expect a return phone call. And in the event you are unfortunate enough to receive a call back? This rude woman will send some clueless kids to your door at 8am at her convenience not yours. Karen tells you when they will perform their services. She will not bother to follow up after or bother to return calls. Weeks went by like this that left us without running water. Why did Karen not just admit she had no experience working on homes outfitted with jacuzzi and steam rooms? Was it really necessary to leave us without running water for a month? Let your husband fix it. Or even your Tinder date. Never again. read more

Could seriously cry from relief after finding this gem of a plumbing company!! I have had the worst experience with a different local plumbing company (like, the WORST). I called simply for information on how to handle a situation. I ended up on the phone with a wonderful woman named Renee who let me vent and she helped me brainstorm ways to deal with the dishonest company. Not only did she do this, but she also sent a great team guys over to check out my situation. They came over in a flash, were genuinely kind, helpful and so professional. I am FINALLY able to breathe easier after months of dealing with this other horrible company. THANK YOU!!! Looking forward to working with you guys in the near future. read more

Spectacular service, quick responses and reasonable pricing. They've already done 3 projects for me, and are considerate with their clean-ups and fast in their turn-arounds. The two gentlemen that did the work were respectful and considerate. Renee at the office is super-efficient and responds back to my emails fast. I couldn't be happier with this company. read more