We paid for a problem to be fixed that wasn't the problem. As it turned out the bad smell in the basement wasn't coming from the main drain being compromised by tree roots but rather from gas emitting from a bathroom drain. Which was addressed by sealing off the crawl space trap door with tape. Having the basement drains replaced by an overzealous & perhaps unethical service manager was future work we didn't need to have done now. His supervisors' & NC's owner visits to our house to eventually address the real problem were really appreciated but did we have to spend $8500 to have the drains fixed by having $2.00 of tape applied to seal off the crawl space? I don't think so. Great service to fix the wrong problem for a lot of money. Mixed feelings. Apparently the service manager is no longer at NC. NC offered no compensation for their mistake.
- Approximate cost of services:
- $8,500.00
- Company Response
Hi Mark,
New Canadian Drain & Plumbing did work for you on November 10, 2016. We replaced your drain outside and a section of your drain inside at the front wall which was full of roots. You were present at the time when we performed a camera inspection and you saw for yourself. It was brought to your attention that the people who did your Waterproofing did a wrong connection by breaking your clay pipe and sticking it into your weeping tile causing a smell to travel throughout your house. New Canadian Drain & Plumbing had to re-do a proper connection and install a running trap to prevent the smell from going through the weeping tile. Our work was completed and clean and you were present for the duration of our work and expressed your satisfaction.
On November 26, 2016, you contacted our office regarding a smell coming from your upstairs kitchen on the main floor. When our supervisor arrived on site, he did an investigation and did not detect any smell from the kitchen. You were present and acknowledged that there was no smell. Our supervisor informed you to contact our office should you detect the smell again and that we would come back right away.
You contacted our office again on January 30, 2017 and said that there was no longer a smell in the upstairs kitchen on the main floor but that there was now a smell coming from the basement shower. Our supervisor, once again, came to your site and removed the toilet and performed a camera inspection in your presence. The drain was clean and there was no smell detected. You, again, acknowledged that there was no smell.
On February 12, 2017, you contacted our office again about a smell in the shower/washroom area in the basement. We came back to your site and removed the toilet and did another camera inspection. Once again, there was no smell from the shower but we did detect a smell coming from behind the back wall in the basement where the stack for the back washroom was going to the drain. We informed you that if you remove the sauna in front of the stack, we would be able to do an investigation to detect where the smell was originating from. We went upstairs to the master bedroom in the back of your house and noticed that you had attempted to fix the sink drain in the master bedroom by yourself using a snake which you got stuck in the drain. We pulled your snake out of the drain and snaked the drain and re-connected your sink drain for you at no charge.
In total, we came to your house on 3 occasions as you requested, we were punctual, and addressed all your concerns each and every time. Your drain problem was caused by roots and an un-proper connection of your weeping tile which we corrected for you. In a house that is over 100 years old, multiple problems can arise whether it be with your old drain system, plumbing or vents. It is clear that you understand this as you have attempted to fix some of your plumbing problems yourself. New Canadian Drain & Plumbing finds it very unfair for you to give us a 1 rating on Home Stars and blame us for every issue that you encounter with your house after we have addressed your Drain and Plumbing issues and concerns with the utmost level of workmanship and customer service.