New Canadian Drain & Plumbing Ltd

I used New Canadian Drain and Plumbing to install a new toilet in my condo unit when the water tank on my old toilet cracked, and I would recommend them to anyone in a similar situation.
Here's what I liked about them:
They gave me a one-hour time slot when they would arrive (some other plumbers could only give a four hour slot) and arrived within that hour.
When I called, they had me speak to one of their plumbers over the phone. He knew exactly what I was talking about and what needed to be done, and was able to provide a price over the phone.
They had a similar basic American Standard toilet to my existing toilet in stock, and were able to arrive with it.
They disposed of the old toilet for me.
The plumber, Esteban, did a good job. These things are always somewhat messy but he did the work professionally and efficiently, and he put in a good effort to keep things tidy.
I will certainly call New Canadian Drain and Plumbing for future needs.

Shendon and his crew replaced cracked old sewer lines under the basement floor -- a big job done well by an excellent team! Highly recommend New Canadian.

Amazing service! We had a clogged sink in our condo. After trying to fix this ourselves to no avail, we decided to call a professional. We called New Canadian Drain on Sunday Morning and within an hour Mark the plumber was at our condo. I want to thank Edita the dispatcher for your professional and efficient service in setting up the meeting. Mark, the plumber, was friendly and took the time to explain the issue. He solved what was for us a hassle with ease and ensured our plumbing was in good order. Mark, we are so grateful. Thank you for your service that was very much needed!

Drain was clogged, Majid came and was very professional and fixed up the clog. No mess was left behind.

So Impressed! I noticed a leak under my kitchen sink and within an hour (on a Sunday no less) New Canadian Plumbing sent a super friendly guy named Majid over. 45 minutes later I had new pipes installed and a leak free system! Majid did a great job, was truly a pleasure to talk to and was very thorough in making sure the job was done right. Thanks for a great service. Will definitely remember to call again.
- Jason (east end Toronto)

We had a plug kitchen sink and called New Canadian they were able to provide an emergency call at 8 pm and George the person who came to do the work was EXCELLENT!!! We thought it was a simple procedure but it turned out to be quite complex taking a lot more time than anticipated. It took a few steps for him to analyse the problem but he figured it out and worked passed his 9 pm work finish time to complete. Along with this review for George I would also like to thank Shareen who was super helpful in arranging this emergency call under the circumstances of the details I gave her. Thank you Shareen and George very much. This is why I keep using New Canadian Plumbing for all my water problems over many years. The service and personnell have all been amazing.

Teresa

Roldan and I are extremely satisfied with this company.
The company sent GEORGE to help us with our kitchen sink.
George was very helpful in solving our issue with our kitchen which was clogged. He did a very good job.
We HIGHLY RECOMMEND GEORGE and we will not hesitate to call him again in the future.
George is the MASTER PLUMBER!!!

Plumbers are good, courteous and knowledgeable.

We have a drain in our basement which was overflowing with sewage. They scoped another drain on the other side of the basement and determined that we had a faulty connection between PVC and clay pipes. We were instructed that it would cost $+/-8600 to rip up the slab and fix.

They did not assess the drain that was overflowing as the pipe was too small to look through. We were told to stop using all of the plumbing immediately to get the clay pipes replaced. We would have incurred significant hotel costs as we would have had to move out.

---

We had another plumber come in as the drain once again overflowed. This plumber scoped through the toilet (next to the overflowing drain) and discovered a tree root had penetrated the clay pipe and that was causing the clog. He freed the clog to allow temporary use of the plumbing and scoped the drain down to the street to ensure there were no other issues. Pricing and timing was relatively the same for the solution.

---

So - all in all - New Canadian Drain & Plumbing has knowledgeable plumbers. I feel the pricing was fair and reasonable for the amount of work that needed to be done. I do wish they assessed the other drain to at least give us temporary use of the facilities.

***In light of the company's response below:

I have many issues with how you chose to respond to my review and handle this situation:

1) You disregarded my point about his initial quote being completely overpriced, and as a result, it was up to me the customer to negotiate the price down. Your upfront pricing model is very predatory. Where other plumbers price projects fairly based on the amount of hours spent multiplied by their hourly wage and then add any costs for the materials, your plumbers literally come up with the prices on the spot based on how much they think they can charge the customer before the customer pushes back. This leads to discrepancies in what one customer pays versus another, which is a huge issue when your business should aim to provide a consistent customer experience.

2) While he was at my condo for 1 hour and 30 minutes, the time spent under my kitchen sink assessing and rectifying the situation was actually only 30 minutes. The rest of the time was spent in two ways. We had a lengthy and honestly difficult conversation as I tried to understand how exactly the driver came up with the price and he struggled to say anything except that he pulled it out of thin air. And the rest was him making lengthy trips down my condo elevator to his truck to get materials and equipment, and then another trip to grab the credit card machine. It is not my fault that the driver purposely wanted me to pay with e-transfer instead of using a credit card that he didnt even bring the machine up with him. He continued to pressure me to pay by e-transfer, and that pressure is not fair to a consumer.

3) I think I understand more about the state of the economy than you do, cause the inflation rate in June 2022 was 8.1% YOY, and the year before that was 3.1%. Thats 11.2% in 2 years. Sure, that is the Consumer Price Index which is based on a variety of consumer goods and services, so the more important inflation rate in this case is for residential housing contractors which admittedly is higher, but StatsCan had it at around 25% YOY. The cost of my p-trap replacement was $200 in 2020, your plumber originally quoted me $360. Thats an 80% increase in price over a 2-year period, I dont care what indicator you use for inflation, its simply not that high. You blaming your plumbers / companys price gouging tactics on inflation is just a sorry excuse.

4) You state I should have attempted to look for someone who would have been able to service me for less, but did I really have that freedom to make the choice? Your driver still would have charged me $59 + tax just for coming out. So at that point, my hands were tied, and the driver knew that, as he said to me well I am here now and you need it done, there are people out there who do it for less but you have to get them to come here". Does that sound like something someone who actually cared about the customer experience would say? The fact that I mentioned this quote in my initial review and that you did not even acknowledge or apologize that one of your plumbers would say something like that just shows that you as a company encourage your plumbers to use such tactics as you are only concerned with squeezing customers for as much money as you can get.

5) How you deal with customer complaints is an absolute tragedy. I took the liberty of reading through all of your 1 star Google reviews and what your responses to them all have in common is that you dig your heels in the ground, dont take any accountability for the mistakes that you or your plumbers made, you toss the blame back on the customer, and then in your final sentence offer the least sincere sorry, we are sorry that you feel this way. Thats not an apology, thats not an acknowledgment of any wrongdoing or a mistake being made, thats not even an attempt to say we will do better in the future. Thats just you showing a complete lack of regard for the customer, which is exactly why no one should ever use your company.
***

I needed to replace a p-trap and get the snake to clear my kitchen sink. The worker came and from the start was telling me I needed to do more work then was required. Thankfully I had the same issue 2 years ago and knew I only needed the p-trap replaced, he was trying to replace additional pipes for more money. Then, he quoted ridiculous prices for both the trap and the snake, I had to show him the invoice I paid two years ago and estimated prices online for hiim to reduce his quoted price. I would feel horrible for someone who just blindly accepted his inflated price quote. Lastly, when I asked him why his prices were still higher than the competition he said well I am here now and you need it done, there are people out there who do it for less but you have to get them to come here. And he also stated he needed to cover his $8 parking that my building charged. All in it was $280 for a p-trap replacement, and $320 for a snake on the kitchen sink, and then plus taxes. 30 minutes of work. Will absolutely never use this company again. I wish things were simpler, that you could get an honest worker to come to your place and charge you a price that is fair and consistent to everyone else, and not try to take you for a ride.

I was in need of a replacement with very short notice. Esteban was quick and super helpful and solved my problem! Thanks so much!