R B POOLMAN LTD

Based in Melksham, R B Poolman Ltd has established itself as a significant provider of heating, plumbing, and bathroom renovation services since its founding in 2008. The company serves a wide area, including Chippenham, Trowbridge, Bath, and surrounding localities, catering to both domestic and commercial clients. As a Worcester Accredited Installer, they are recognised for maintaining high standards in installation and customer care. However, a deep dive into customer feedback reveals a complex picture of a company that excels in many areas but has faced criticism in others, offering potential clients a detailed perspective on what to expect.

Praise for Professionalism and Emergency Response

A recurring theme in positive feedback is the company's rapid and effective response to urgent situations. Several customers recount experiences where their boilers failed unexpectedly, and R B Poolman provided a swift solution. One notable case involved a complete boiler repair and installation, which was reportedly supplied and fully operational within just 27 hours of the initial call. This level of service is particularly valuable for landlords and homeowners facing a sudden loss of heating or hot water, positioning the company as a reliable choice for an emergency plumber. Clients frequently describe the staff, from the initial contact in the office to the engineers on-site, as professional, calming, and highly skilled. The workmanship is often praised for being of a high standard, with engineers noted for their tidy and meticulous installations.

This professionalism extends beyond emergency call-outs to larger, planned projects. The company undertakes a broad range of jobs, from central heating installation to complete bathroom refurbishments. One customer who commissioned a new oil boiler, a hot water tank relocation, and two full bathroom installations praised the competitive pricing and the consistently high quality of the work. The hands-on approach of the owner, who is said to make himself available on-site to address questions, and the top-class performance of the fitting team, contribute to a strong sense of customer satisfaction. This suggests that for complex, multi-stage projects, the company has the personnel and project management skills to deliver excellent results, making them a strong candidate for those seeking reputable bathroom fitters.

Customer Service and Competitive Pricing

Many clients highlight the company's customer-centric approach. The administrative staff are often commended for their listening skills and ability to reassure distressed customers. This positive initial interaction sets a professional tone that is carried through by the on-site engineers. The entire team is described by some as having a 'professional grace of care', focusing on the customer's needs without being overbearing. This focus on communication and client care appears to be a core strength, fostering loyalty among its customer base. Furthermore, there is an indication that their pricing is competitive. One review explicitly mentioned that an estimate for a new boiler was significantly lower than a quote from a major national firm like British Gas, which is a compelling factor for customers conscious of cost but unwilling to compromise on quality.

Areas of Concern: The Perils of Remote Quoting and Technical Oversights

Despite the overwhelmingly positive feedback, a significant critical review sheds light on potential shortcomings that prospective customers should consider. This detailed account outlines a frustrating experience involving the replacement of four downstairs radiators. The issue began with the company's remote estimating process, which the customer found cumbersome, requiring them to send numerous photographs and detailed explanations for what they considered a straightforward job. This method, while potentially efficient for the business, may prove challenging for customers who are not technically inclined or who have complex requirements that are difficult to convey remotely.

The Micro-bore Piping Incident

The core of the negative experience stemmed from what the customer described as poor technical advice. They had sought guidance on suitable radiators for their home, which had micro-bore piping—a smaller diameter pipe system that can affect water flow and heat output. The company allegedly approved the customer's choice of large radiators, but after installation, three of the four failed to heat up. An initial return visit from the engineer, who corrected valves installed the wrong way, did not solve the problem. On a subsequent visit, the issue was attributed to the existing micro-bore pipework, and the customer was quoted for a full replacement.

Feeling dissatisfied, the customer sought a second opinion. Another company not only quoted less than half the price for the pipework replacement but also advised that the large radiators R B Poolman had approved would never have worked efficiently with the original micro-bore system. This incident highlights a critical point: while the company demonstrates expertise in many areas, there may be gaps in knowledge concerning specific, non-standard systems. For potential customers, especially those in older properties or with unusual plumbing configurations, this experience serves as a cautionary tale. It underscores the importance of ensuring the company fully understands the specifics of the existing system before work commences, particularly if the quoting process is handled remotely. The situation ultimately led to the customer spending more than anticipated and feeling that they had been misadvised from the outset.

A Comprehensive Service Offering

R B Poolman Ltd offers a wide array of plumbing services. Their expertise covers gas, LPG, and oil central heating systems, including installations, servicing, and repairs. They also handle general plumbing tasks such as leaking pipe repair, shower installations, and power flushing. The company is equipped to perform Gas Safety checks (CP12) for landlords and even installs modern solutions like smart thermostats and renewable energy options such as air and ground source heat pumps. This broad service portfolio indicates a capacity to handle nearly any domestic heating or plumbing requirement, from a simple tap repair to a complex, full-system overhaul.

Final Assessment

In summary, R B Poolman Ltd presents as a highly capable and professional operation with a strong track record of customer satisfaction, particularly in emergency situations and large-scale installations. The majority of available feedback paints a picture of a reliable, skilled, and customer-focused team that delivers high-quality work at competitive prices. Their engineers are frequently praised as being among the best craftsmen customers have encountered.

However, the detailed negative review regarding radiator replacement and micro-bore piping cannot be overlooked. It raises valid questions about the effectiveness of their remote quoting process for complex jobs and their expertise with less common plumbing systems. While it represents a minority viewpoint among a large pool of positive reviews, it provides valuable insight for potential clients. It suggests that customers with older or non-standard systems should be particularly proactive, ensuring that a thorough on-site assessment is conducted and that all technical limitations are discussed in detail before committing to a project. Balancing the extensive positive feedback against this specific, significant concern will allow prospective customers to make a well-informed decision when considering R B Poolman for their plumbing and heating needs.