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Roy is the standout reason people book Urban Plumbing again — across the 50 reviews we analysed (out of 58 on Google), his name appears in well over half of all reviews, and the praise is specific: fast arrival, thorough explanations, friendly manner with tenants, and a habit of flagging future issues before they become emergencies. The business also dispatches other technicians (Charlotte, Dakota, and at least one unnamed plumber), and there are two reviews noting those jobs went poorly — one plumber arrived without job details for a blocked sewage drain and brought the wrong equipment on a return visit, and another left a job site over a smell.