Mike in Whitby, Ontario

The copper water pipe leading up to my upstairs bathroom was leaking causing damage to the living room ceiling beneath them. Drain Kings promptly sent someone over the next day and he effectively fixed it. I am quite upset though that there was some soldering involved in the living room and they didn't bring in any tarps or forewarn me that metal droppings would scatter all over the room so that I could move or cover up my furniture. Instead I was left with a badly damaged chair and a lot of extra clean up trying to scrape metal bits off my floor and shelves. I want going to post this review initially, thinking I would discuss my dissatisfaction with the company first. Their lack of response and no attempt to make things right was disappointing and as such I cannot recommend them.

We recieved a few quotes from different companies and they all looked like great options but there's so much information we had to gather and digest quickly and Tom was the most responsive. He even drove over to our house within an hour with some samples as we were texting back and forth trying to figure out what colours we were looking to go with. Even after winning the job his team really stepped up delivered. They arrived right when they said they would, set up right away and operated like a well oiled machine. Everyone know what their role was and went to work. They finished an entire 3000 sq foot house in 1-day and the quality of the work looks top notch. They found a hole in my garage and repaired it for me even though that wasn't part of the scope. Needless to say I was very appreciative of that. On top of all that, they were very communicative and kept me informed of what they were doing and what I should expect every step of the way. There's no buyers remorse here.

We worked with Steve on this project and I’ll start by saying he is not a great communicator and as newer home owners going through the process of replacing all our windows for the first time, there’s a lot of information we didn’t know to ask upfront that he could have provided us with in order to make this a better experience for us. For example, he didn’t inform us we would be expected to provide payment immediately upon completion of the job. Not that I have an issue with that, but I was expecting an invoice so I didn’t have cash on hand ready to pay him. He also neglected to mention we were expected to remove all curtains and blinds in advance. Again, I don’t have any issues doing that. I just didn’t know I was supposed to and didn’t think about it ahead of time. As for the quality of work, the windows look like they’re installed very well however there was some sloppiness with the removal of old windows and everything felt very rushed at the end as if they were set on getting the job done in 2 days instead of coming back for a 3rd. Some examples of this include caulking on the walls extending well past where the window sits, paint torn from the walls beyond where the new trim covers the blemish, and a sliding screen door that is very difficult to slide open and closed. Lastly they left our house in a mess and I was surprised that they didn’t use drop sheets to cover at least the furniture within close proximity to the windows they worked on. There was drywall dust, hunks of drywall, and caulking all over our furniture and floors. We also found pieces of wood with nails in them, screws, and cigarette butts left on our yard which I didn’t appreciate as a father with 2 very young children. That all said, the trim and windows minus our nitpicking do look fantastic and the installation looks very secure. We bought into going with Fortress because of the warranties they offer and I suspect I won’t have to ever need those. Update: Steve reached out and returned to fix the stiff door and discussed with us some cleaning protocols his plans to put in place moving forward. I appreciate his follow up and commitment to customer service and I'm while he can't undo some of the challenges we had, I can at least say I'm very satisfied with the way he provided follow up support which demonstrates he's not a fly by night company that will leave you hanging you once the job is done.