Quality of Service has Gone Way Downhill
Have used Drain Works Plumbing 4 times over 8 years. Each time $240 pre-tax. First 3 occasions Matt resolved my clogged 3rd flr kitchen sink, was pleasant, careful not to make a mess laying down a waterproof cloth. He showed me how he removed the plastic pipe. Even had time to address a light leak at bottom of the trap free.
Almost 2 years ago Drain Works said Matt no longer worked for them and sent Chris. He arrive with young helper (new employee?) unclogged the drain in a timely manner. Cost $240 pre-tax.
Fast forward to Sept 11, 2024 Drain Works sent Chris again to unclog kitchen sink. Parked van in parking back of home at 1:20pm. This time he was insistent that he had to replace trap pipes under sink $260 and $240 pre-tax for unclogging double if over an hour. I mention last 4 times it took less than an hour to unclog drain. I reluctantly agreed to have the trap replaced. Chris left to go to back of house during multiple occasions. Concerned this could increase quote. 1:20pm-1:26pm, 1:48pm-157pm, (my Niece noticed he was smoking) 2:16pm-2:24pm, 3:46pm, 4:10pm, 4:13pm-I brought rest of his equipment down to save time as he was sitting in his truck back of house. Final tally $552.57 post tax. In passing he said he (weird thing to say) doesn't want to have to unclog my drain again". I said I don't want him to either since it's so costly. I would have thought that a company that is in the business of "drain works" would want the business? In fact when I emailed Drain Works for appointment originally I was surprised to get offered one same day.
- Approximate cost of services:
- $552.57
- Company Response
Hi. Thank you for taking the time to speak with us on the phone regarding your review. As a long-time customer, we truly value your feedback and appreciate the opportunity to address your concerns. As we discussed, we have maintained the same pricing structure since 2017, including same-day appointments, and the process for additional snaking services beyond an hour remains unchanged. It's important to note that trips to the truck for tools and parts do not affect snaking time, and as in your previous visits, we completed the snaking within the hour. Furthermore, you always have the right to refuse a service recommendation, as was the case with the drain upgrade in the past. However, as mentioned, signs of leakage were documented on prior visits since 2017, and now, with the upgrade, you have a more reliable configuration with proper cleanout access going forward. We appreciated the chance to clarify these details and we hope to hear from you should you require assistance again in the future.