First off, if there's a reply below this review that this is FAKE review, do NOT believe it, it is VERY real. I have the work order to prove it and two receipts that prove they took two days (5 days apart) to complete their work. We live in Hamilton, we live in a one-bathroom home and needed to get our main sewage stack replaced with plastic (it was cast iron and was rusted beyond repair on the inside). Setting up an appointment and paying $1400 for the deposit was easy!! But then you're locked in! Your deposit is unrefundable! Repair Crew did not show up on time (4 hours late) and left work incomplete (needed to come back a second day), didn't even seem confident that my toilet wasn't going to leak - had to call in the guy who came the first time, all the way from Toronto to make sure it's intact. Customer Service was no help in figuring out when the Crew was expected to arrive, crew was supposedly "getting supplies", and then "getting equipment fixed". Crew left after about 4 hours on the job, left a mess in my basement, insulation and other stuff that was in their way was left strewn about my basement. Only completed half the work order because they apparently didn't read the work order before starting the work!! On second day of repairs, Crew was late (again!!). Did about 3 hours of work and left - still leaving a mess in my basement. Everything could have been done on the first day if they'd not been late in the first place. Was advised by Customer Service that the Crew was out "getting supplies" and "repairing equipment". My response: Why did it take 4 hours to "get supplies" and if your equipment was broken, why didn't you just rent one from a hardware store to meet your deadlines? Would strongly advise ANYONE against using this company - it's clear that they don't care about their customers and you're just a payday to them. UPDATE: Jan 23 2018, 1100 DrainRescue called in attempt to explain what happened - was given more round-about answers, Customer Service advised me that the Team was getting materials and needed to get equipment repaired. I was told that Drain Rescue's suppliers are open early in the day, but are closed by 18:00-19:00 and therefore, the Team would not be able to get materials the day prior to a particular project. I was told that while they were getting the required materials, they also found that one of their equipment was malfunctioning and needed repair. I still don't understand why they couldn't simply go to a local hardware store (maybe ones that are open from 07:00 to 22:00) and obtain all the necessary materials (or even rent equipment if necessary). I was offered $250 in return for my troubles with the condition that I must change my BBB complaint and HomeStars review to a 10/10. I wholeheartedly refused the offer because I want people to know of the untrustworthy, unreliable, and manipulative business practices of this company.
- Approximate cost of services:
- $3,400.00
- Company Response
Thank you so much, Tony for your feedback regards our service. It is nice to hear from customer like you an opinion about our work. You called us on Jan 2 between 9-10pm in the evening and we send technician immediately to your home as you were strangling without toilet in your house. Our night technician visited you almost at midnight to provide you a service, especially during that weather condition that we had on that date -25C outside when other customers were strangling with burst pipes and floods in their houses we had a priority to serve you as you have only one toilet in a house. Regardless, we send a crew team at our first opportunity to fix your problem (by the way you never requested a deposit back, because our deposit refundable as long we didn't start any repairs at your house). Therefore, the next day when we had to come back and finish a job you told that you are not available and no one will be at home to let our crew to finish a job, so we work out with your schedule and sent crew back when it was convenient for you. We appreciate your opinion and it is very important for us to know our customer's side of the story. Regards, Drain Rescue team.
