Drain Works Plumbing

At DrainWorks we strive for excellence in all areas ensuring that our service exceeds your expectations. We believe that our professionalism, cleanliness, and thoroughness all contribute to the quality of our work. You just can't have one without the other. DrainWorks provides you with total service from start to finish. Thank you for spending your time to post this review about your experience with our company.

-Terry

We have the experience and knowledge to deal with what may seem like a complicated drainage system, and competently resolve the problem the first time. This saves you from repeated visits and disruptions to the families living at your properties. We do everything in our power to ensure that your time is not wasted waiting for us to arrive. We will always provide you with a courtesy call to indicate when the technician is on his way. Just as you kept your tenants informed, we do the same with our customers. Thanks again for choosing DrainWorks.

-Terry

Thank you for taking the time to post your review about our service. It is a common occurrence where DrainWorks is called after another company has failed to provide a permanent solution to an existing issue. We pride ourselves in spending the time required to assess the situation step by step, all the while keeping you informed by our experienced and courteous staff. We understand that as a homeowner you want the job done properly the first time instead of having to deal with multiple intrusive problems in your home. This is why we take the large picture into account to foresee and prevent future problems. Thank you again for your review.

-Terry

Thanks so much for taking the time to post your note. It's unfortunate you felt the work was expensive, but it's a common response we all have when any of us get any kind of service done (ever had a simple brake job done? The price can be shocking). Fortunately, most of us don't ever have to deal with these kinds of situations more than once, if at all.

The point being that a job as involved as digging and repairing a drain is all new to most consumers, and so are the costs associated with the work, which can help explain the perception of expense. It's probably the first time you've ever had to pay for this kind of work.

We are committed fully to keeping all costs down as low as we can - we're customers too. That's why we painstakingly explain all required work and get your approval before we start any of it. Nobody likes surprises and we never give you any.

In your instance, we had to do some work that just couldn't be avoided and while no one likes to spend money, we are proud of the fact that we did save the floor and that your drains are working flawlessly, which helps to protect your most valuable asset, your home.

Again, thank you for your business and for taking the time to comment.

Terry Cord, President and Founder
DrainWorks Plumbing and Drains

Just like anyone else, there are certain things that scare me as well. For some it's the dentist, the car mechanic or technology. Not knowing what to expect from certain companies or people even having an understanding of the trade itself, can still be nerve racking. As a local Toronto plumbing company that prides itself in not only taking the fear out of plumbing and drain cleaning services, but striving for honesty and excellence in everything we do, we truly appreciate hearing this feedback. We believe our upfront pricing and commission free employees are steps in the right direction for taking some of the client's fears out of the plumbing and drain cleaning service experience. We have also posted on our website exactly what you can expect on your service call. As we continue to evolve and strive to lead our industry, we appreciate any and all feedback regarding your experiences with my company.

Thank you
Terry Cord
Founder and President
DrainWorks Plumbing

When this posting was brought to my attention, I was shocked. I have absolutely no problem with anyone's right to express what they did or did not like about a service experience, but this posting seems at odds to us for several reasons:

1. This is the second version of this message posted on HomeStars dated September 30, 2006. The first version, a shorter one, basically accused my company of extorting this client. After a complaint from us to HomeStars, this longer version replaced the original post. In both incidents, we expressed our dismay to HomeStars in the lack of fairness of posting such a damaging message without even contacting the supposedly offending company as a basic means of validating the story. After all, HomeStars obviously approached the poster again for a more detailed account of their side of events. 2. This complaint is from work that was started and completed 4 years ago, less two months. In the nearly 4 years since the work was completed, this client has never once registered a complaint with DrainWorks - not by phone and not by writing. Also, we are long time members of the Better Business Bureau and they never received a complaint on this matter. That seems odd given that the poster is still clearly upset by the incident 3. It's true that water seeped into this client's basement, but in large measure was a result of the process used (very standard) and an area of the client's basement floor that was not properly concreted - something neither of us expected. This really was accidental. 4. We never told the client to fix the damage themselves. We offered to allow them to use a supplier of their preference. Failing that, we would fix it, which we did using a supplier that is a preferred supplier for many of the insurance firms in the G.T.A. 5. We never took a month to complete the work. The plumbing portion was done in 3 days, but the clean up and return of the professionally cleaned rug took a bit longer, but to the best of my knowledge, not a month. 6. If there was any damage to any furniture, it would have been attended to. What would be the value in having a carpet professionally removed, cleaned and sanitized offsite, as well as reinstalled, only to have the client still upset due to the fact that their furniture was left unattended to? It's simple there was no furniture damage, nor was there any drywall or framing damage ( I raise this to counter the "basement full of water" claim). There certainly was some water and silt in the basement and it was repaired perfectly at no additional cost to the client. 7. We've been members of the BBB (Better Business Bureau) forever. We've been awarded 6 consecutive Consumer's Choice awards for Drain Service excellence, and unlike most companies in plumbing, our staff are technicians who are full time salary based employees rather than commission-driven temporary employees. I share this information to support my point that we are simply not in the habit of letting clients down or taking advantage of them. We sincerely regret any discomfort this client ever experienced.

In closing, I reiterate that we respect everyone's right to express their opinion, but that doesn't mean that a post or review shouldn't be honest and fair. I would encourage HomeStars that the best support and protection for a client is honest and fair discourse. Anything less is convenient at best and completely irresponsible at worst.

Sincerely,

Terry Cord
Founder and President,
DrainWorks Plumbing