At best, ineptitude and incompetence, at worst, plumbing and customer service that are indistinguishable from satire.
This company was referred to me by my father, who told me that DrainCity did an excellent job installing a "battery backup sump pump system" in his house. I called them and told them that my father was very impressed with the "battery backup sump pump system" they installed, and that I wanted them to come put the same "battery backup sump pump system" in my house. The worker arrived on the prescribed date, and DID NOT install a "battery backup sump pump system". Instead, he took away my existing sump pump, which was in perfect working order, and installed a new, more expensive sump pump. I looked at the work he was doing, and it didn't look AT ALL like the "battery backup sump pump" system that my father has or that I instructed DrainCity to install. I did not ask the plumber questions, because his english was extremely limited. So a day or two later, I called the DrainCity office. I told them who I was, and I said that I had a suspicion they might have made an error on the work order, or perhaps switched two people's houses and gotten the work backwards at each, because my instructions to them were to install a very specific product and system, and as best as I could see, they had ignored my directions completely, and simply replaced a perfectly good older sump pump with a newer one. The lady who answered the phone, when told my concerns about a possible job site screw up and the wrong work being done, told me "You have a newer model sump pump. The backups and batteries are internal on those. Don't worry, you got what you asked for." So I was happy after that. Approximately a year later there was a time I was without power, and lo and behold, my sump pump shut off just like everything else and I got flooded . At this point I felt I had no option but to call in a second plumbing company to evaluate the work, and they told me "This is not a battery backup sump pump system. there is no battery, there is no backup. I said "But the lady on the phone assured me that it's a new model and they have the battery backup inside" and the new plumbers kindly informed me "Well that's not what you have installed. You have a sump pump. That's it." So If I had to say something positive about draincity, I would say that the work I didn't want them to do, and the products I wasn't asking for, were installed properly. Unfortunately, if you ask someone to build a shelf in your house, and they ignore your instructions to build a shelf, but they do a decent job cleaning the grass out of the tires on your lawnmower, at the end of the day you've spent money on unnecessary services, and you are without the services you ordered. I explained the situation to draincity and asked how they intended to make it right - their position is that since I was not billed for the work that I wanted but they didn't do, I have nothing to complain about. I was genuinely flabbergasted that someone could listen to a story about a work order being completely ignored, totally different and unwanted service being done, the house flooding in a year because of the lack of what was ordered, and simply continue to say "We only charged you for (the work I had not requested, and did not need or want), and we never charged you a cent for (the work that I very specifically ordered done but that was completely ignored), so how can you say we have some problem ? Try as I might, I was totally unable to, no matter what kind of articulation I tried, get her to understand that an unwanted product and service costing approx $3100, while the ordered work was not done at all, and then I was told by phone that I DID have the original thing I wanted, was in any way a problem. She was unwilling or incapable of acknowledging any single event in this story as an error on the part of DrainCity. So call Draincity if you want, but recognize the possibility that you may receive work that in no way resembles what you asked for, and recognize that the company's position, should that occur, is "So what ? How is this our problem ?" Now after posting this review, DrainCity is calling my house and threatening me, telling me they will take me to court for telling the truth. Such Class. Every day I am less and less impressed by their conduct.