Drain Works Plumbing

We moved into a new house and in a year we had a problem with our kitchen drain. There was clog somewhere inside the pipe. We tried to fix the problem by ourselves with no success. We used air-valve, poured acid into the drain and even removed the trap. We realized we could not get rid of the problem, so we called the professionals. We called DrainWorks after 10 pm and they quickly scheduled the appointment for the next day at a convenient time. Then the professional help arrived and removed the clot in less than 30 minutes. We would like to thank DrainWorks for saving our weekend. They are the real professionals.

Excellent service from initial call & appointment confirmation follow up to actual work completed. Quote was exactly what we ended up paying. Work was clean and professionally done. Not the cheapest quote I received, but worth every penny to know it's done right

All employees were very knowledgeable and professional. When looking at our drain problem they were very thorough and provided a detailed quote. All employees answered any questions either on site or by phone. Day of the job, came right on time explained again what was going to be done. Protected areas from dust and floors. Kept area as neat and clean as possible. After the job, they were available for questions and advice. Strongly recommend DrainWorks

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

_____________________________________________
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.

The service technicians from Drain Works were exceptional. They arrived when they said they would. They outlined every detail of the work required. Best of all they were very respectful of our property and that of our neighbours. After the work was completed you had to look hard to know that they had been there. They delivered as promised.

DrainWorks replaced pipes both within my home (basement) and outside. Their service was exceptional, in that they were professional, proficient and provided the service in a manor which caused minimal disruption. They excelled in the ability to schedule the work immediately, work around my schedule with no difficulty and perform the work with minimal disturbance, making sure to leave the work area tied of all debris. Also a technician (Jeremy Harris) came to inspect the completion of both projects, answering all questions and showing (with a camera) the work completed.

I was very satisfied with the way they handled everything, from the setting-up the appointment, being in time for the job, the explanation of the cause of the problem and the estimate and the outcome. Everything is working OK now.

Excellent work. Done on time and was clean and tidy. I had old hot and cold water pipes to the laundry sink/faucet and washing machine replaced with copper and all necessary shut offs installed.

In the 22 years I have owned my house I have experienced frequent basement backups with the sewer. I've called private companies and the city of Toronto with indifferent results. After my last flooding I called Drainworks. I knew their name as I had used them to replace my cleanout pipe in 2001. Their service was outstanding! Armando arrived within 2 hours of my initial call to assess the nature of my problem.. Early the next morning his crew was there and began work. He was a pleasure to work with every step of the way. He and his crew were professional, polite and efficient and finished the job quickly and totally cleaned up upon completion (my neighbour was very impressed!)
I now know how to proceed with other problems that would soon haunt me (roots in the drains under the house). I most assuredly will be recommending this company to my friends.

Work done efficently. Both men were very pleasant, relaxing and they have done the job. That's it.
I would invite the same company back any time.
Thank you very much.