Copper water pipe - returning to the scene
Over a year ago we had work done and at the time DrainWorks seemed excellent. They installed copper pipe (replacing lead pipe) from our property to the City line. Last week there was a major problem when the City repaired their side - there is some lead piping still in the line. Without our solicitation, DrainWorks said they'd investigate their own work at "no charge" to prove to us (homeowner) that all was fine on our side. They showed up and started their investigation - without an estimate or signed contract. Then, the men on site now wanted "some kind of compensation" for their time. They had decided that AFTER they had investigated and found their previous job to be satisfactory that this was not a "warranty" issue - which we, as the homeowner never claimed it to be. We had not wanted them to investigate but would "leave it as it was" - but DrainWorks insisted on investigating. We initially thought this was good of them. But now, they wanted "compensation" ... without an Estimate upfront. We were misled, we thought "no charge" actually meant "no charge". We were pushed to pay "compensation" and have had absolutely rude customer service since trying to right this wrong.
Be careful if you choose DrainWorks - do not allow them to push you around and make sure that you get everything in writing BEFORE they come on your property. If any representative from this company tells you they will do something at "no charge" - and attempt to fool you by seeming to care about their customers - do not believe it!
-- Just to add a comment re: Eddie Guido's response. It was actually DrainWorks who insisted on returning to our home. Mike told us that we would have to sign a waver releasing DrainWorks Plumbing from liability on their 2008 work if anything happened between their hook-up to lead pipe and the City's hook-up. DrainWorks would assume it was the fault of the City and thus our warranty from 2008 would be void if we signed the waver. As any homeower would do, we refused to sign the waver - and accepted their return at "no charge" - however, they neglected to say that if they found their own work to be satisfactory, that we would in fact have to pay for their digging. No estimate was provided for this up-front.
Our problem is actually NOT with the City - I have the City Inspector's report and photographs along with my property line surveyors certificate. This is not the forum for this dispute - we have begun other avenues. This is just a warning to other homeowners. Good luck.
- Approximate cost of services:
- $630.00
- Company Response
**This review makes claims that are not accurate and they simply do not stand up to scrutiny.** We received a phone call approximately one year after our original work was completed at this client’s home. The timing isn’t an issue in itself, as we guarantee our workmanship for life. The client told us, and I quote, “the city said they cannot find the pipe that you installed". The client then insisted that we return to the home to investigate. We agreed and we arrived at the client’s home that same afternoon. It was explained to the client that we would be more than happy to re–excavate the area in question under the understanding that the problem was a warranty issue as they claimed. After completing the extensive work required, it was clear that the client had been given bad advice from the City Water Department as the client's claim had nothing to do with our work, nor our warranty. This fact, the client Janice readily agreed to and then voluntarily signed approval for on the invoice, which was at a reduced rate. DrainWorks stands behind all of our work and always has. Our warranties are offered as a way to protect our customers, so that if something goes wrong and the problem is as a result of our work, we fix it without charge. It’s really just that simple. Unfortunately, that is not the case in this situation. As a result of bad advice, not from our company or employees, this client is out money. DrainWorks is also out a good deal of money as the work we performed for this client was very deeply discounted. In addition our good name has been presented in a very poor and unfair light. We have great respect for our client’s, and we’ll let our posted reviews speak for the way we work. The client should really be directing their frustrations towards the City Water Department, for they were mislead by them, and that's something we shouldn't be expected to pay for. E Guido, DrainWorks.