Waterworks Plumbing & Drains

Plumbing
Toronto ON M8Z 1R8
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vijay in Toronto
vijay in Toronto
6 reviews Toronto, ON
10/10

Slow flow toilet - excellent customer service

Plumbing review in Toronto

I was having significant difficulties with slow flow of my toilet, and I had tried plunging and a toilet auger without success. I phoned waterworks who sent Aaron, a very knowledgeable and professional technician. The service was prompt and he eventually cleared our toilet which was an old blockage from before we owned the home 17 feet into the main line. Aaron was knowledgeable, experienced and careful.

The service provided was excellent, however, initially there was a slight disagreement on the invoice where I posted a review here describing this, however the Michael and Natasha were extremely prompt at calling me on a Sunday morning and clarifying the confusion. Specifically, they provide upfront pricing, but should additional services be needed if the initial plan is not feasible I was initially charged incrementally which added 50% to my bill. Mike called me immediately on a Sunday morning to clarify this was a mistake and he would fix it. I was extremely impressed with Mike and Natasha's professionalism with dealing with this, and they made it clear customer service is their top priority. After speaking with them on the phone, they quickly resolved the confusion, and I have kept my platinum protection plan with them for future service. For transparency - I should note I changed my review from a 6/10 to a 10/10 after they called and very quickly resolved the issue with billing.

Although billing disagreements and confusion are standard in this industry (and considering most plumbing companies do try to take advantage of you, I assumed this was how waterworks operated as well), I would highly recommend them and would urge anyone with any confusion or disagreements to talk to Natasha and Mike directly who will make you satisfied. The service is prompt and top notch.

Approximate cost of services:
$900.00
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Company Response

Hi Vijay, thank you for the review,we appreciate it. We are always here to take care of our customer, as our customer is our priority. Mistake are sometimes made and we do correct them.Glad we were able to help with the repairs and correct the mistake that was made. We are a phone call away should you need us in the future. Thank you from Michael, Aaron, Natasha and The Waterworks Team.

Previous versions of this review:

vijay in Toronto
vijay in Toronto
6 reviews Toronto, ON
6/10

Slow flow toilet - beware of charges adding up

Plumbing review in Toronto

I was having significant difficulties with slow flow of my toilet, and I had tried plunging and a toilet auger without success. I phoned waterworks who sent Aaron, a very knowledgeable and professional technician. The service was prompt and he eventually cleared our toilet which was an old blockage from before we owned the home 17 feet into the main line.
Although they are "upfront" with pricing, beware of the costs adding up when you are most vulnerable and ultimately you pay for a stepwise approach sometimes lasting a few minutes. First they provide you with a quote which was $217 to try a toilet auger and plunging, and if unsuccessful then its $300 to remove the toilet and use an auger, and if this is unsuccessful then its another $500 to use the camera (which makes little sense as the toilet is already off and the camera was used for a grand total of 2 minutes). When this didn't work, it was clear that he needed to use the main line snake which added an additional $300. So ultimately, I paid $1400 for a main line snake and 2.5 hours of work.
The service was good, but beware of the costs adding up with this company, they trap you with this approach - the technicians are not provided with any ability to use common sense and although the pricing is upfront you are left vulnerable with their pricing approach. The kicker is their "platinum plan" where they charge you $60 in the end to give you a small discount. I would much prefer a company that is more transparent about charging you for what is successful, not every incremental unsuccessful step.
Although the service was good, I won't be using them again due to their pricing structure. I would suggest to anyone if you decide to try them, when see the initial quote adding up to call it quits and find a more reasonable option.

Approximate cost of services:
$1,400.00