iHow the Experts Score is calculatedEach factor is scored 0–100 on absolute terms (standing in the category can only raise it), then weighted; problems flagged in review highlights or a recent slide in ratings are subtracted:Satisfaction 55%80+43.6Reliability 24%69+16.7Value 14%100+14.1Replies to reviews 7%100+7.1Craft & service penalty83−1.7Experts Score= 80Grade A: A = 80+, B = 60–79, C = 40–59, D = 20–39. Needs 10+ reviews.80SCORE
AGradeiLetter from the Experts Score: A = 80+, B = 60–79, C = 40–59, D = 20–39, F = under 20.
#19 of 28 pipe repair servicesiPosition by Experts Score among all companies we track in this category. · better than 33%
4.8★★★★★820 Google reviews · 24 photos
94%five-star reviews
4.83★last 12 monthsiAverage stars on reviews from the last 12 months only.
5.3%1–2★ in 2 yearsiShare of 1–2★ reviews in the last 24 months — or the 20 newest reviews when the company had fewer than 20 in that time.
99%reviews answered by the owner
$1.6ktypical billiMedian bill customers of this company reported in their reviews (needs 3+ priced reviews).
Customers frequently praise the company for punctual arrivals, clear communication, and thorough cleanup after HVAC and plumbing installations. Recurring themes include professional conduct, detailed explanations of repairs, and competitive pricing for system replacements. However, some low-star reviews cite recurring mechanical issues, such as noise problems or leaks, that were not permanently resolved on the first visit. Additional complaints mention high service call fees and last-minute appointment cancellations.
Google rating: 4.8 out of 5 from 820 reviews (94% five-star).
Reviews on this page: 820 Google reviews (762 with written comments, 12 with photos).
Owner responses: the business replied to 99% of reviews.
Most recent review: September 25, 2026.
Service: Pipe Repair Service serving Bloomington, Illinois.
Data from Google, last updated October 27, 2026.
Score profile vs other pipe repair services
Score per factor (100 = best)iEach factor is scored 0–100 on absolute terms (star average, share of 1–2★ reviews, price verdicts…); standing within the category can only raise it, never lower it.. Strongest: value and momentum; weakest: reliability.
Wm. Masters, IncPipe Repair Services median0 = centre, 100 = best
SatisfactioniSatisfaction · 54% of the scoreRecency-weighted star average (2-year half-life), shrunk toward the category mean by review volume; the company’s own lifetime average as the prior; absolute: 4.0★ = 0, 5★ = 100.Wm. Masters, Inc: 80/100 on this factor. Category median: 90.A
80
ReliabilityiReliability · 24% of the scoreHow rarely jobs go badly: share of 1–2★ reviews — 60% the last 24 months (or the 20 newest if fewer), 40% all-time; 0% = 100, 15%+ = 0; the category percentile can only raise it.Wm. Masters, Inc: 69/100 on this factor. Category median: 88.B
69
Craft & serviceiCraft & service · penalty only, up to −10 pointsGoogle review highlights: Quality, Professionalism, Responsiveness, Punctuality — how rarely reviewers flag them as a negative, per review since highlights began; 0% = 100, 5%+ = 0. Subtracted from the score (up to −10), never averaged in — clean highlights are the norm, not a bonus.Wm. Masters, Inc: 83/100 on this factor. Category median: 92.A
83
ValueiValue · 14% of the scoreCustomers’ own price verdicts (Great / Reasonable vs Overpriced) and Value highlights; 65% absolute (all “reasonable” ≈ 80, “great” = 100), the category percentile can only raise it.Wm. Masters, Inc: 100/100 on this factor. Category median: 99.A
100
MomentumiMomentum · penalty only, up to −10 pointsPenalises only a real slide: last-12-month average below lifetime (−0.5★ = 0). Still 4.8★+ over the last year, or steady/improving = 100. Subtracted from the score (up to −10), never averaged in.Wm. Masters, Inc: 100/100 on this factor. Category median: 100.A
100
Replies to reviewsiReplies to reviews · 7% of the scoreHow often the owner publicly replies to reviews under 5★ (1–4★). Needs 3+ such reviews, otherwise not counted; 65% absolute (80%+ replied = 100), the category percentile can only raise it.Wm. Masters, Inc: 100/100 on this factor. Category median: 81.A
100
Bar = this company · dark tick = category median.
Star ratings
820 Google reviews we collected
4.8of 5
5 stars77294%
4 stars132%
3 stars40%
2 stars51%
1 star263%
Praise vs complaints
Phrases our text analysis found in 762 written reviews
98%praise
Praise1,70498%
Complaints402%
PriceiGoogle asks reviewers whether the price was great, reasonable or overpriced; these are their answers.
Price verdicts customers left with their Google review
100%fair
Great price917%
Reasonable4381%
Overpriced00%
Not sure12%
$1.6k+237% vs typical pipe repair services
Middle half of what 38 customers paid ($1.1k–$2.4k) · gold mark = category median.
Topic share
How often each topic comes up in the written reviews
7topics
Staff & attitude47227%
Quality & results36921%
Speed & response36021%
Would recommend20011%
Communication1609%
Price & value1307%
Honesty & trust533%
What customers talk about
We read 762 written reviews and marked every phrase about these topics. The same colors are highlighted in the reviews.
“They are professional, knowledgeable, respectful, and so kind.”
“The after hours technician was horrible and rude to me over the phone.”
“Zac, Gavin, and Parker did a wonderful job installing my new HVAC system.”
“Our new A/C makes a horrible noise when it shuts off.”
“They arrived on time and notified me when the job was finished, taking the time to explain things to me and giving me an opportunity to answer questions.”
“Part of the problem is getting spare parts from Kohler and supply chain delays.”
“Was very pleased and would highly recommend William Masters and their team!”
“For any future customers, stay away from this business.”
“The were very professional, kept me informed on what they were doing, cleaned up after the job.”
“Having me, the customer, buy the parts has shifted the blame for the plumber's poor communication onto me.”
“They did a great job, high quality, good price, financing.”
“An overtime visit is possible but that is very expensive.”
“Reliable and competent plumbers, care about doing quality work.”
People customers mention
Gage86 reviews
Zac68 reviews
Tanner57 reviews
Shawn41 reviews
Joel34 reviews
Josh32 reviews
praise complaint · found by our text analysis, Google review wording unchanged.
Reviews for your job
Customers hired Wm. Masters, Inc for 8 kinds of job. Pick one to see what they paid and said.
Lori6 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
I would highly recommend Wm Masters. I had a new sump pump/ battery backup installed (Tyler), and randomly had my seasonal fall HVAC inspection happen on the same day (Joey). As someone who is fairly new to the Bloomington area, we found the right Team. They are professional, knowledgeable, respectful, and so kind.…
Paid $2,000+Great priceHVAC system maintenanceSump pump installation
Mary5 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · Edited a month ago★★★★★
Appreciate the work Griffin did. He was very polite and did a fantastic job replacing our bathroom fan. We have been very satisfied customers of Master’s Heating and Cooling for last 30+ years. Mike and Mary Zanardi
Paid $400–600Great priceFan installation
Kae5 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · a month ago★★★★★
Gavin and Zac installed a new furnace for me.
The were very professional, kept me informed on what they were doing, cleaned up after the job.
Was very pleased and would highly recommend William Masters and their team!
Paid $2,000+Reasonable priceHeating system installation
Michael2 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
Trey was an outstanding service tech for William Masters!! He was on time, very personable, efficient, and professional. He was very knowledgeable and explained the repairs he was completing for us throughout the house. We enjoyed getting to know him, and soooo appreciated the time he spent with us, and all the work he did for us!!!
Michael6 reviewsiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 2 months ago★★★★★
Zack, Parker and Tyran were great.These three guys worked well together, were on time, hard workers and got the job done quickly. They replaced our ac and furnace.
Paid $2,000+Reasonable priceInstallationHeating system installationInstall AC
Mike1 reviewiTotal number of Google reviews this person has written across all businesses on Google Maps (not just this one). More reviews usually means a more experienced, trustworthy reviewer. · 3 months ago★★★★★
Finally replaced an almost 40 yr old Trane system too stubborn to stop working. Full duct cleaning, furnace and AC replacement with UV purifier and humidifier added. Wm. Masters, Inc team were fantastic to work with, special thanks to Gage & Jordan for the awesome install
Zac, Gavin, and Parker did a wonderful job installing my new HVAC system. They arrived on time and notified me when the job was finished, taking the time to explain things to me and giving me an opportunity to answer questions. They also cleaned up and didn’t leave any mess behind! Thank you Wm. Masters, Inc. team!
Services: Installation
Response from the owner · 4 weeks ago
On behalf of Zac, Gavin and Parker (and the rest of our service team),THANK YOU! We really appreciate your business and for taking the time to post this review!
Lori Danielson6 reviewsiTotal number of Google reviews Lori has written across all businesses on Google Maps, not just this one.
I would highly recommend Wm Masters. I had a new sump pump/ battery backup installed (Tyler), and randomly had my seasonal fall HVAC inspection happen on the same day (Joey). As someone who is fairly new to the Bloomington area, we found the right Team. They are professional, knowledgeable, respectful, and so kind. Willing to discuss the process at length prior to work beginning. Tyler even took the time to discuss another potential install, which was greatly appreciated. I will absolutely continue my service needs with them. Top Notch Team!
Price assessment: Great price
Price: $2,000+
Services: HVAC system maintenance, Sump pump installation
Response from the owner · a month ago
We are so grateful for your kind words and will be sure to let Tyler and Joey know they were appreciated! Also, thank you for being a Maintenance Agreement customer!
Popular Bros5 reviewsiTotal number of Google reviews Popular has written across all businesses on Google Maps, not just this one.
Gage and Jordan did a great job installing my new HVAC system. Very friendly, prompt, and knowledgeable. All was great. Even did a few things over and above. I would definitely recommend them and Wm Masters.
Price assessment: Reasonable price
Services: HVAC system repair
Response from the owner · a month ago
Thank you very much for taking the time to post this review of our team! We'll be sure to let Gage and Jordan know you appreciated their hard work!
Mike Pape2 reviewsiTotal number of Google reviews Mike has written across all businesses on Google Maps, not just this one.
Jordan, Gage and Tyrin have just installed both a new AC and furnace system at my daughter’s home and did a fantastic job. Their work ethics, and their professionalism was above outstanding.
Response from the owner · a month ago
We are grateful for the opportunity to install the new furnace and air conditioner - thank you so much for allowing us to do business with your family!
R CLocal Guide · 14 reviewsiTotal number of Google reviews R has written across all businesses on Google Maps, not just this one.
Trey and Aiden did a great job completing my annual Generac generator service. I mentioned the unit had been running rough and Trey figured it out and fixed it as part of the routine service. Very happy with their service.
Response from the owner · a month ago
Fantastic to hear! Thank you very much for posting your experience with our team (we'll be sure to let Trey and Aiden know as well).
Rita Wenger8 reviewsiTotal number of Google reviews Rita has written across all businesses on Google Maps, not just this one.
Appreciate the work Griffin did. He was very polite and did a fantastic job replacing our bathroom fan. We have been very satisfied customers of Master’s Heating and Cooling for last 30+ years. Mike and Mary Zanardi
Price assessment: Great price
Price: $400–600
Services: Fan installation
Response from the owner · 2 years ago
Thank you so much for your continued loyalty to our team! We appreciate you both so much!
Kae Feasley5 reviewsiTotal number of Google reviews Kae has written across all businesses on Google Maps, not just this one.
Gavin and Zac installed a new furnace for me.
The were very professional, kept me informed on what they were doing, cleaned up after the job.
Was very pleased and would highly recommend William Masters and their team!
Price assessment: Reasonable price
Price: $2,000+
Services: Heating system installation
Response from the owner · a month ago
We so appreciate your business and thank you for posting these kind words! We'll be sure to let Gavin and Zac know they were appreciated as well.
Michael Evans2 reviewsiTotal number of Google reviews Michael has written across all businesses on Google Maps, not just this one.
Trey was an outstanding service tech for William Masters!! He was on time, very personable, efficient, and professional. He was very knowledgeable and explained the repairs he was completing for us throughout the house. We enjoyed getting to know him, and soooo appreciated the time he spent with us, and all the work he did for us!!!
Trevor was out to the house on Saturday to install a new capacitor on our A/C unit. He was awesome. The company should be proud of professional and personal people like him to be their face to the community. His work and interest in us as clients are the reason that we have been a William Masters customer for over 30 years. Greg Meyer
Price assessment: Reasonable price
Services: A/C system repair
Response from the owner · a year ago
Thank you Greg for your continued loyalty to our team - we will be sure to let Shawn know you appreciated his professionalism!
