They are always prompt to return calls and schedule services. Very friendly individuals and helpful in explaining what the issue is.

Outstanding customer service, Extremely Professional employees They are upfront & honest always on time, another great experience today! I would HIGHLY RECOMMEND them. We have used them for over 10 years, they never disappoint! Thank you for your professionalism, we greatly appreciate it! Worcester Massachusetts read more

As trustee for an estate including a 120 year old home, I hired Gustafson to install a new water line. The work they performed was, as far as I know, acceptable. However, when I received their invoice, it was 61% higher than their detailed quote. Since I had not been advised of the increased cost, I was shocked. I called to discuss. Acknowledging their claim that the job had proven to be more extensive than they'd anticipated, I even offered to pay an amount over their detailed quote. I also made it clear that an increase of over $2,000.00 without any advanced notice was not doable. At least two male voices tag-teamed the conversation with me, at times (needlessly) insulting and demeaning to me. I had called in a timely manner after having received their bill ... I don't understand the needlessly disrespectful demeanor. There were aspects of working with Gustafson that met the bar: timely, office staff, good communication with the city. But, be prepared that your ultimate cost could be SUBSTANTIALLY HIGHER than the quote and (especially if you're a woman), you can expect to be treated with little or no respect should you object to being insulted. read more

If I could give negative stars I would. The secretary/person who coordinated the quote NEVER told me of a fee for estimate. The person who gave me the estimate NEVER said there's a fee for an estimate. So FYI for that. I got 3 other quotes from plumbers for a repair and ALL OF THEM QUOTED Less and had NO estimate fee!! Clearly, I went with someone else and that was a good thing because I got a bill in the mail that I will NOT pay for $57 for an estimate fee from this place. Ridiculous. I've never paid an estimate for anything in the last 12 years of apartment and house living. Apparently, "they always do this," but who cares if it's not COMMUNICATED to you during phone call OR during the actual estimate. read more

Scheduled Gustafson on short notice for a sewer line video inspection after another service cancelled. Ben + Adam were professional and courteous, explaining what they were seeing and offering any recommendations/advice. Would use them again for future service. read more

SO unprofessional. Office staff isn't responsive. I had to have multiple conversations with Lorrie in the office due to being misquoted on hourly rate when we used them in the past. This Summer I asked for a quote on a large job, but didn't go with them because it took over 2 weeks to receive the quote and the quote wasn't presented professionally. It had a $5,000-7,000 extra range which didn't make sense to us. I went with another company who gave us the exact figure we'd be paying. When Gustafson realized we used someone else they sent me a bill for the free estimate. Instead of returnig my calls Lorries and Bailey in the office sent the fraudulent bill to collections. Very suspicious and unprofessional. Would never use them again and wouldn't recommend them to anyone. read more

I scheduled Gustafson Plumber, Inc of Millbury, MA to come and give me a quote (they charge $75 for the privilege of them giving me a quote) and they gave me a date and a two-hour window. I took time off from work, and they never showed and never called. I called them and asked if the person was going to come and they said he could be there in half an hour. Ridiculous and no apology came either. I'm shocked they are still in business. read more

This company did over $600.00 of copper piping in my bathroom. The conpany was pissed becasue i asked for tgem to pull a permit as they werr supposed to do so anyway. I paid $90.00 for the permit and they charged me for gas to retrieve it. They also didnt have the parts to do the job so they left a guy here to do nothing while the other guy said he was going to get parts. The entire time he was out getting parts i was being charged for him to retrieve parts. While the other guy was here just texting on his phone waiting i asked him to fix the faucet etc. As i was utilizing the plumber that i was paying for. The office tried to charge me for a seperste service and would not understand that if im paying for a plumber than i should be abke to utilize the plumber as im paying for him. I wasnt paying him to sit on my bathroom floor texting for one hour and not doing anything. Well the office and owner had trouble understanding this and tried to double bill me. They also will make it a point to lag behind in there repair becuase if they end the work 15 munintes past a complete gour they charge you for a full hour. These people are crooks. They dont pull permits and they milk the clock to have you pay an extra hour. I marked down when the two guys arrived and when they left. The office haf a different time frame. NEVER USE THIS COMPANY! They are absolute rip offs. read more

I wish I had read the reviews below before hiring Gustafson. I had a similar bad experience with them. They gave me a quote for doing the repair work and then they sent me a bill for a much higher amount. Then I was promised that they would reduce the bill and then they went back on that again. Clearly these people are not honest and I would never do business with them again. Even though I sent them payment for the amount they had quoted me they still consider that that unpaid and send it to a collection agency. read more

Had Gustafson out once again, this time a water leak. Ryan was able to locate the leak quickly & fix it in record speed. Very fast, friendly & efficient company. I wouldn't think of using anyone else! Thanks again Gustafson!!! read more

Called them for a quote on rough plumbing for a small apartment. The two other plumbers said should take about 30- 40 labor hours. The Gustufson plumber said the same. I knew from the initial call that Gustafaon charges $125 an hour. Their bid came in at $9,000, a full $5,000 more than the second highest. I called multiple times over a week to discuss the bid as it was so far out of whack with the others, and from what the Gustafson plumber had indicated the time requirement was. I left three messages with the receptionist. She was very nice and each time promised she would have someone call. They never did I can only conclude that either (a) Gustafson only wants high margin emergency repair plumbing business, (b) they included high end fixtures that i don't want or need, (c) this is a good old fashioned porking read more

I have used this company many times through out the years with satisfying results. However, this time, it was not acceptable. they started a bathroom job and were to call back with an appt as they needed 2 plumbers to finish the task. they finally called back 3 1/2 weeks later with a "final" message, claiming they called me back 3 times without my response. I did check all cell and land line caller ID's and did not find their number there. when I challenged her claim of calling us 3 times prior, I was told that they would not be back and to have a nice day. So now I am left with an unfinished job. WHAT IS GOING ON THERE? Crystal was extremely rude and no worries Crystal, I won't be calling back! read more

I called Gustafson on a Sunday night around 6:30 after an emergency blockage that left us with overflowing toilets and non use of our shower. They came out right away and after some hard work, we were back in business. They were the only ones that answered on a Sunday night, especially before the Patriots game. I greatly appreciate it and so thankful they were able to help! Highly recommend!! Thank you!! read more

I have called Gustafon Plumbing twice, the first time was during one of the many snowstorms during 2015. My heat was not working. I called and left messages for many, many plumbers and Gustafon was the only one who called me back. At all. And they called back the same day. For this specific incident, I ended up being able to troubleshoot via Facetime with a family friend who is an HVAC technician and never ended up needing someone to come out. But I saved the #. Today (MLK Jr Day) I discovered a clogged ground pipe in my basement and water was overflowing from my washer and up from my basement sink. I called Gustafon plumbing, excepting to be able to make an appointment for tomorrow or later this week. They were working today. I reiterated this was not an emergency and I could wait - the receptionist told me they could come today. They called about 12:20 and said they were en route. About an hour later my problem is fixed. I have had this issue before and paid about $400 to fix it (forget which company, but I THINK it was a weekend, which may explain the difference in pricing, too), today I spent $295. The response was really fast, the service itself took very little time, and the price seemed reasonable. Both men who came to my house were very nice. read more

This place was called to handle a pipe clog in my toilet. They showed up and parked on my front lawn?? Even tho there was plenty of off street parking directly in front of the house. They asked 1 or 2 questions, to which they said they had no idea what the problem could be. Next they decided to snake the toilet drain for the next 45 minutes. Once they decided they had finished the job they packed up and left and that was it. It was late in the day so we shortly after went to sleep. The following day, while carrying on like we normally would, we noticed that the downstairs plumbing had gone COMPLETELY HAYWIRE!!! HUMAN WASTE started coming up thru the downstairs shower/toilet and sink. Even tho there has never been am issue with the downstairs plumbing during our 5 year stay here. We immediately got in contact with Gustafson plumbing to try and get them to come back out and rectify whatever issue they had caused from trying to fix the original problem. They instead gave some DIY solution of dumping buckets of water down the shower drain.... I gave this a shot for a few days and finally gave up. I caved in and called back yesterday and was promised an immediate home visit the same day as soon as possible... an hour later I received a follow up call from one of the plumbers, who had nothing but sarcastic questions/comments. And here I am still with out a plumber to help my situation. I have 4 children under the age of 5 here, and the sense of urgency displayed by Gustafson Plumbers is non existent. DO YOURSELVES A FAVOR AND LOOK ELSEWHERE!!!! read more

I am giving only one star because they showed up. I had a sewer pipe collapse thei tuesday befor Thanksgiving and a friend of ours who works in our town got them to come out. They tried for 40 minutes to unclog the pipe but came to the conclusion that the pipe had collapsed and would need replacing. A day or so later that same friend asked them to come give an estimate for replacing and moving our pipe and were out for all of 15 minutes. We had another estimate (free) and decided to go with the other person. A short time later we got a bill for 670.00!! We got charged $550.00 for 40 minutes of work and then got charged $120.00 for an estimate. My friend who is an official in the town I work with was shocked by what Gustafson's charges were especially for the estimate. He tried in vain to reach him to try to get the bill lowerd because even he thought it was to high--but the owner won't talk to him. WARNING to all they will rob you blind. I would never recommend anyone to use them if you have a choice!,,So on top of paying $15,000 for new sewer pipes Gufstason's dug the knife in a little deeper with a rediclous bill that we are forced to pay. BEWARE!,,,schisters read more

I contacted this company after my pipes froze. Very professional. I do want to make it clear that I agreed to the after hours charges on the phone (they arrived at 5:30PM), however, they are very expensive. This was my first time calling in to resolve this type of issue and thought that this was a task that would take some elbow grease and I could justify the $350 bill I was about to receive. They came out, were there for 2 minutes, fixed the issue, but I just couldn't help but feel like I was a little cheated. I probably won't ever use these guys again unless I have a really big job to do. I simply can't afford it. This is just a warning for other low income folks. read more

We had a terrible experience with Gustafson Plumbing. They attempted to fix a problem on our furnace because we had no heat. They changed a part, tested it, said it was OK and left. Not even two weeks later, the same problem occurred. They came out, replaced the same part they had just put in, and charged us again! Unbelievably, this happened a third time. They came out and replaced for a THIRD time the same part they already replaced twice, all within a month's time. Again, they tried to bill us the third time! The cranky woman that takes their calls is completely unhelpful and says if we don't pay the bill for their plumber to 'practice' on our furnace, they will send our bill to collections, even though we already paid them for the first visit! Not to mention, scheduling and reliability problems, overtime, overbilling, just terrible. Don't even consider them. CALL ANOTHER PLUMBER. read more

Gustafson Plumbing is a too notch service provider. I highly recommend them if you have plumbing needs. They are a long time family business that cares about the quality of work and customer connection. They are prompt and thorough. You can't go wrong! read more

I called them for an emergency, they plumber came out asap, I thought that is great! after he assessed the damage he told me what was needed and for me to call another company to pump out the cellar. I called Chase Harris and spoke with George, he told me that he would be out in the morning and would call me first. Ok, everything sounds like it is going to be taken care of. I waited for the phone call and it never came, then I got a call from Gustafson asking me how I was going to pay. I told them I wasn't sure if it was going to be cc, ck or cash. but they would be paid. She then said Chase Harris called them, and said why? I spoke with George last night and he said he would be there in the am. Now, I'm suspicious, she said the plumber had to be there when he came to access the damage, I agreed. I also said if it was a small breakage in the pipe that was minor I could have it fixed. I was under the impression that Chase Harris would pump it out and Gustafson would fix the drain if it was leading out to the street. As I was told by the plumber who came. I realized that was a big job and it called for someone who had that type of equipment. After waiting for a while , I called Chase Harris back asking when they were coming, they said they weren't , I asked why? I was told that Gustafson Plumbing said they were not doing the job. I asked the girl, Have I misunderstood, what does one have to with the other? I asked to Chase Harris have a contract with GP, she said yes. That was not told to me, so one gets a kick back from another. That's just great . I then call GP back and she says I told my boss what you said he said he wasn't coming. Again I ask why? I never told you not to come and have it pumped out and access the damage. I finally called L H SEwarge and All in one drain Cleaning Comp and they said they would come. What is frustrating in all of this is the fact that if they were honest with me in the beginning it wouldn't have been a problem but they were not. I did ask the plumber if there were others to call if I couldn't get Chase Harris and he said no, they would charge me more and said I needed to call them or they would, that should have been the red flag. Very disappointed that people are not honest with one another. read more

We used Gustafson for several years and finally decided it was time to find another plumber. Their work is just fine, but there are always scheduling snafus. They'll promise they're coming at a particular time or on a particular day, you'll wait around for them to show up, and then, when you call for an update, they'll tell you they have to reschedule! The last time this happened, they said we'd have to pay overtime unless we wanted to wait through the weekend. We didn't have time to call anyone else at that point, so we had to proceed. They called back several days after the visit to say that the plumber had lost our check! Yep, I think that's the end of our relationship with Gustafson. There are plenty of smaller operations that can respond promptly and get the same job done. And there's no reason that anyone should have to go round after round with the grumpy old woman who runs Gustafson's scheduling. read more