Drain Works Plumbing

I don't know how to email back in this interface so posting another review...

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Company Response from Eddie Guido

“**Thanks Brian** We appreciate your detailed review. We would love to expand on a few of your concerns. Firstly, the amount we charged you for the camera inspection following the attempted snaking was at a discounted rate of $180 + GST when on its own it costs $265 + GST. We always charge step by step."

I appreciate this. I didn't know it would be that high the camera inspection was that high and was reduced after failed snaking. You got the job done. I guess this comes with the territory of this sort of operation.

"Secondly, you mentioned that a red flag for you was the fact that we were able to accommodate your emergency so quickly. Of course! We specialize in said emergency repairs and they need to be attended to quickly as there are sanitary and health concerns involved. Our infrastructure is set up on purpose to handle these kinds of situations as quick as possible."

I understand fully and that you specialize in responding to an emergency / sanitary situation. I guess the "red flag" comment is more applicable to evaluating contractors in construction type projects where (good) general contractors are usually very busy. That is, if the contractor comes next hour to start taking your walls down, etc than this should raise red flags, rather than this case where you are dealing with emergency/sanitary situations such as describe (which I did state in the in initial review that you treated this as such).

"Third, we would like to touch on the burying of garbage in the hole; we agree with you and it is DrainWorks’ policy that no garbage should be left in the hole."

Thanks. I hope you rectify this. I had to ask for them not to do this.

"Lastly, DrainWorks offers financing 24 hours a day; it is built into our emergency repair infrastructure. The only stipulation is that the homeowner must decide if they want financing before any work begins. One cannot request financing after the completion of a job, by that point from an administrative standpoint, all the paperwork, deposit, etc is already in order."

I *DID* ask for financing when you were out the Sunday night for the initial call and the excavation work was setup. Jeremy told me it was not available / did not have the forms and if I wanted to proceed for next day that they needed an answer as to proceed in order to come out. I asked Frank again if I could do this on Financing as I had ask Jeremy for the financing and he was trying to talk me out of it like it would cost me an admin fee, he didn't have the forms on him and sorry it wasn't available at this time. Never did either try to accommodate the financing request.

"I hope some light has been shed on a few of your concerns; we really do appreciate you bringing them to our attention. You are truly a valued customer, thank you for the positive and highly rated review.”

I do appreciate the feedback you have provided but I still stand by some of my points that I had asked for financing for example and was told no by two people.

I'm happy with the job and that you did respond quickly and efficiently to fix the problem and treated it like an emergency / sanitary situation. I did not mean to suggest that this should raise red flags as I described above (some well known contractors have used this as a gauge for whether you have the right contractor and as I said it all worked out for the best).

Again I have no problem recommending DrainWorks or using you again for future work and do not mean this to be any bad will.