lian f from Hamilton

I hate this company. I hate poor customer service. - Booked a full day for a lead to copper pipe change. They called the day before to cancel, after I had already booked off work, informed child's school and daycare, to say that someone didn't have water and that meant I wouldn't get serviced. - Gave me an "all in" quote that wasn't itemized, then when I found out I didn't have to pay for the more expensive permit, told me I wouldn't get my money back. - The men who actually did the job (2 of them) were very nice, skilled and as fast as they could be. - I was told that if the ground sank after they refilled the 8 foot hole in my front yard, to call and they would come and refill it. The ground DID sink 6 weeks later after a few days of heavy rain, so much that my concrete porch support became unstable and started falling into the hole that they had dug right in front of it. Also the valve was sticking slightly above the ground. When I called them to ask them to fill the hole and please lift the concrete support before doing so, I was told a note was made and I heard NOTHING back for a week. I called again and was told it would be taken care of and then heard NOTHING again. Left a message. NOTHING. when I finally got annoyed after THREE weeks, I called and got slightly irritated. what I got in result was some tools coming to my house and throwing a pile of dirt over the sunken area AND my porch support which I had specifically asked three times for them to raise before they filled the hole. I called again to complain about having to go and dig this out myself despite making clear requests that the support be returned to it's previous state and still heard nothing back. After another few weeks I began to ask for someone higher up in the company to deal with and spoke with the manger. He also was not the best at returning my calls, and apologized profusely for "forgetting" when he promised me the work would finally be done, but it wasn't. After that final straw, and also calling him on his company cell quite a few times with no response I informed them that I no longer had any patience after over 3 months of waiting and would file a claim to recoup my money to have someone else come and fix my porch and my toilet. The work was promised the next week and was done. Part of the quote was for them to fix a toilet in my basement. The men who came had NO idea they were supposed to fix the toilet. When I asked them what the problem was, they said it was just "switched off". I the fool, believed them and didn't check. Now I just realized that the toilet is STILL not working and I'll have to call these people back (this makes probably more than 6 calls now) to come and do this properly too. When the plumber came he informed me that the men who were there previously were not plumbers and so would not have been able to assess and repair the toilet properly (which was nice to find out after the fact). He fixed the problem in less than 15 minutes and to their credit, the parts were free as I had waited for FOUR months after my original quote date to get this done. I told the manager in no uncertain terms how disgusting I felt their treatment of me as a customer, and a business owner myself, was when it was their policy to do the job properly and quickly. He was understanding and both apologized and sent a card after the work was done. I had read bad reviews about this company and decided to take my chances since they're the "largest" in Hamilton and have been around for generations. But just because someone does a lot, doesn't mean they do it well. You have been warned, avoid these lazy inconsiderate owners.