Technician came to clear our bathtub drain. While snaking the drain he accidentally drilled a hole through the drainpipe leaving much water damage in the basement . When he returned to analyze and view the damage, we were told that the cost to fix it would be $2,400. Absolutely unacceptable!!
- Approximate cost of services:
- $344.00
- Company Response
Hi John & Christine,
Thank you for taking the time to share your concerns with us.
While we appreciate your frustrations surrounding the repair required to fix the pipe that got damaged during the snaking, falsifying information to tarnish our reputation is in poor taste.
As you mentioned in your review, a hole was apparent in the drain pipe following the snaking conducted by one of our technicians. What you did not mention is the terrible condition of the drain pipe upon our technician's arrival or the form you signed acknowledging that we are not responsible for damages caused by snaking, as any professional knows older drains are more susceptible to breaking.
The technician did not knowingly or accidentally create the hole in your drain pipe due to negligence; there is always a possibility, especially with older drain pipes, as they deteriorate over time and aren't as strong as they used to be. Still, when you called to inform us of the hole in your drain pipe causing a leak, we sent the technician back within one hour of receiving your phone call.
The office staff you spoke with asked for photos of the leak for us to review and informed you that because of the service provided (i.e. snaking) and the condition of the pipe before, additional fees are required to fix the leak, as it was something out of our control and likely to happen to any other plumber conducting a thorough snaking.
Based on our records, the quote you received was $1300 + HST ($1469 after tax), so we are unsure where you came up with $2400.
Your tub waste and overflow needed replacing, and we were not doing it for free- considering the condition of your pipes and how they were deteriorating, you were likely looking at a leak anyway, even if we hadn't snaked it. However, since the damage occurred during a snaking conducted by one of our technicians, as a courtesy, we revised the quote to offer a discount making it $1170 + HST ($1322.10 after tax).
Given our attempt to do right by you as a customer, a zero-star review seems extreme and unfair- as there was no negligence, ill intent, or unreasonable quotes provided like the amount you stated.
We quoted you a competitive rate, then offered further discounts after hearing your concerns, and even provided a complimentary Lifetime VIP Membership (valued at $149 + HST), giving you access to members-only rates, coupons, VIP priority service, and more, on top of it for your frustrations surrounding this appointment and as an incentive for the opportunity to service you again.
Given the circumstance, we hope you can understand our perspective and reconsider your zero-star review, as we care deeply about our customers- and it does not accurately represent our company and work ethic, but your frustrations about an unfortunate circumstance out of our control.
We encourage you to contact our office at (416) 661-5464 to discuss this further or if you have any questions.
We hope to hear from you soon!
Have a lovely day.
- Drain King Plumbers