Thompson NI

Based in Eglinton, Thompson NI, also known as Thompson Plumbing & Heating, presents a complex and deeply divided picture to potential customers seeking plumbing and heating services in the Londonderry area. The business, operated by Alan Thompson, claims to have over 30 years of experience, offering a wide range of services for both residential and commercial clients. However, an analysis of customer feedback reveals a stark contrast between experiences, ranging from complete satisfaction to severe and costly disappointment. This makes a thorough evaluation essential for anyone considering their services.

Services Offered and Professional Claims

According to its own marketing, Thompson NI positions itself as a comprehensive provider of plumbing and heating solutions. The company's website lists a full suite of services, suggesting expertise in multiple areas. These include general plumbing tasks like fixing taps and toilets, to more specialised jobs such as shower installation & repairs and dealing with leaks and burst pipes. For heating, they advertise a complete service for central heating systems, covering installation, servicing, and power flushing. Crucially, they also heavily promote full bathroom installation and refurbishments, a service that appears to be a significant source of both work and customer complaints. The business states that its engineers are fully certified and that all work is guaranteed and insured, aiming to provide a high level of service.

A Deep Divide in Customer Experiences

The public record on Thompson NI is sharply polarised. With an overall Google rating of just 2.6 stars from a small sample of five reviews, it is clear that outcomes vary dramatically. This inconsistency is a major point of concern for anyone looking for a reliable local plumber.

Reports of Positive and Timely Service

On one side of the spectrum, there are customers who report positive outcomes. One client, Margaret McGowan, required an urgent oil tank replacement after cracks were discovered. She noted with relief that Alan and a colleague attended at short notice and replaced the tank efficiently. Another customer, Farha Khan, gave a glowing 10/10 rating, stating she would "totally recommend this company" due to what she described as "great service & reasonable price." These reviews paint a picture of an effective and responsive emergency plumber, capable of handling urgent jobs to the customer's satisfaction.

Serious Allegations of Poor Workmanship and Financial Loss

In stark opposition to the positive feedback, a larger portion of reviews contain detailed and severe allegations of unprofessionalism and substandard work. These negative accounts are not minor grievances; they describe situations that have allegedly cost homeowners thousands of pounds to rectify. One of the most detailed complaints comes from a customer who hired Thompson NI for a wet room installation. The experience was described as a catalogue of errors, including:

• The wet room was allegedly not waterproofed, a fundamental failure in such an installation.
• An expensive recessed shower valve was reportedly destroyed and the damage knowingly concealed, leading to a major leak that left the customer without a bathroom for a month.
• Poor finishing was noted, with a feature radiator left unlevel with crooked pipes.
• A toilet was installed incorrectly, not attached to the floor and positioned six inches from the wall.
• New fixtures, such as an expensive glass basin, were left covered in deep tool scratches and smeared with silicone.
• Functional problems persisted, including a lack of hot water pressure and vanity unit drawers catching on the pipework.

This customer claimed that all attempts to get the issues resolved were ignored and that they had to hire a completely new firm to redo the entire job, resulting in significant financial loss. The review concludes by labelling the operator a "charlatan."

Recurring Themes in Negative Feedback

This is not an isolated incident. Another customer, Martina Keeney, also reported a disastrous bathroom fitting that cost thousands. Her primary complaint was a persistent and "awful smell" in the house ever since the work was completed, which could suggest serious errors in the soil and vent pipe installation or waste connections. This review echoes the communication issues mentioned by others, stating that calls and texts from her mobile were ignored, forcing her to use a different phone to get a response. She also mentions taking legal advice with the intention of court action and expresses the belief that the operator is a "handy man calling himself a plumber," questioning the claimed 30 years of experience.

The theme of poor follow-up service extends to other areas of work as well. A customer named A Rogers hired Thompson NI for a boiler repair. While the initial repair was completed, the problem reoccurred within a week. Despite numerous calls and messages, the customer claims the business never returned to fix the issue, leaving them with a faulty boiler. This raises serious questions about the reliability of their service as a central heating engineer.

Communication and Reliability Concerns

A consistent thread running through almost all the negative reviews, including others found on directory sites like Yell, is a severe breakdown in communication and a lack of reliability. Customers repeatedly claim that once a problem arises or a job is questioned, Alan Thompson becomes impossible to contact. The allegation of ignoring calls from known numbers is a particularly troubling pattern. Other reviews from previous years corroborate this, with one customer in 2019 stating, "Unreliable. Doesn't answer calls or texts. Doesn't turn up when he says he will. Avoid." Another from 2017 details how the tradesperson failed to show up for an agreed appointment and a rescheduled one, before becoming completely unresponsive.

Conclusion: A High-Risk Proposition

For potential customers, Thompson NI represents a significant gamble. There is evidence to suggest that the business can, on occasion, provide a satisfactory and reasonably priced service, particularly for more straightforward or urgent jobs like replacing an oil tank. However, the weight and detail of the negative feedback are substantial and alarming. The recurring allegations of poor quality workmanship on complex projects like bathroom renovations, a complete failure of aftercare service, and a pattern of avoiding communication when issues arise, paint a very risky picture.

Anyone considering engaging this company, especially for a large-scale project, should proceed with extreme caution. It would be prudent to request a detailed, itemised quote, verify their insurance and any trade certifications, and ask for recent, contactable references. Given the legal action mentioned in one review, customers should ensure they have a formal contract in place before any work commences or payment is made. The disparity in customer outcomes suggests that while a positive result is possible, the potential for a costly and stressful negative experience is considerable.