Had a sewer backup coming from our basement washroom drain. Put a request on HomeStars for help and received a call back from Vitaliy within 20 minutes. He dispatched Walter to come out to inspect the problem. Walter used his camera scope from the basement drain and fed it as far as it could go. He then went outside to our front yard and used his radar machine to see approximately how far the camera was able to go. He explained that we had a collapsed pipe and would need to do an excavation to remove it and install new pipes.
He called back to Vitaliy and we did a conference call on speaker phone to discuss the issue and pricing. I asked if snaking the drain (cheaper option) could be done instead of an excavation. Vitaliy and Walter were both doubtful but still agreed that they could attempt it. If unsuccessful, they were willing to credit the amount back from the excavation and pipe replacement job.
For our peace of mind, Walter worked vigorously to try to clear the blockage with his drain snake. But as he had already presumed from his experience and expertise, it was inevitably determined that it was a collapsed pipe that needed replacement.
So we asked how soon they could come back to do the excavation and pipe replacement. Vitaliy re-assured us that even though he was booked up for the coming days, since it was an urgent issue and didn’t want us to experience any further sewage back-ups, he would make a call to reschedule a less urgent appointment that was pending for the next day so he could give us that spot.
Within 30 minutes, he called back to confirm that we could go ahead for the next day.
The next day, Walter and another colleague arrived and got straight to work with digging. They checked in with us to let us know when to refrain from using water, etc. They were done after a few hours and made sure that the problem was properly resolved by asking us to run high volumes of water to see if there would be any further back-up. Fortunately the problem was resolved! And I was given peace of mind with a 25 year guarantee on this service.
I will definitely turn to Master Drain & Water Works again if any future plumbing issues arise around the house. Thank you Vitaliy and Walter.