I originally wanted to voice my concerns of maybe being misinformed on our service call, only to recieve a one sided, condescending reply on the telephne with Drainworks.
One year later, again e-mailing to state my dissatisfaction, and again recieving a biased "DrainWorks is not at fault" e-mail reply. I just wanted an apology on their way of dealing with my complaint. Didn't get any where near the service that is posted on their website. Still looking for a competant/honest Plumbing Company, if they exist.

• By:	BETRUE ( Company Rep. )

  rebuttal
  

  Although we've already replied to this via email directly to us, we'll reply here as well, to ensure the full story is given to anyone visiting the site. Firstly, you already voiced this same concern on April 30th, 2010, ten days after the service was provided. The response to you then is the same response we gave you a few weeks ago, and will give today; your wife was our plumber’s point of contact. She was given the plumber's professional assessment and recommendations. She then authorized to proceed with his recommendations. Were we to assume that your wife was not competent in making these decisions? Of course not, because if so, she would not have been the point of contact. All of this could have been avoided if you were simply onsite. The responsibility lies with you to ensure you get what you want by being onsite and exercising your power to ask questions or to voice your concerns before the work is agreed to and completed. DrainWorks is not at fault here.
  
  To shed further light on this issue; this wasn't simply a matter of giving an apology, there was questions made about our character, and it was alluded to that we took the Female head of the household for a ride of sorts when it came to pricing, which simply isn't the case. DrainWorks has literally thousands of satisfied female customers, and has won numerous awards for the way we treat them, and all of our customers; with honesty, integrity, and the same by the book pricing on every call we do.
  

• By:	CHANTELLESUZ

  Drainworks did the same thing to me, exactly.
  

  I also was shocked by the terrible way they treated me after I dared to question the quality of their quote. When I decided not to do business with them I received hostile emails and personal attacks.
  
  I too just want an apology as they refunded my money in hopes to silence any negative reviews I might give.
  
  I feel it is my duty to warn people that this company might to lots of good work, but if you don't agree with them they will do _anything_ to protect their good reviews online, which seem to matter far more to them than quality plumbing work. Maybe things are turning very bad with them because of this new obsession with being highly reviewed.

• By:	BETRUE ( Company Rep. )

  As we've said elsewhere. ..
  

  Chantelle, DrainWorks dealt only with your tenant as authorized by you, via email, giving them full authority to deal with us in your absence. You were not present during the service visit. You did not pay anything. You did not sign an invoice nor was any work performed. 4 quote options were provided to our client – your tenant. As you can see by our reviews we conduct ourselves in the highest manner and will continue to do so. Further, the only way for us to get the aforementioned good reviews, is to do quality plumbing work. Your broadstroke claims put the proverbial cart ahead of the horse, and are illogical.

This is in response to Drainworks response to me of April 4, 2011 about the backflow valve that they installed in 2009. It is obvious from your response that you do not stand behind your service as you are putting the responsiblity on the City of Toronto and the manufacturer. You should have tested the backflow valve before installing it. As I mentioned in my review, I hired another company, New Canadian Plumbing, to professionally clean my backflow valve as you indicated is required at a cost to me of $200 (which I was prepared to pay each year to maintain it). They are the ones that initially detected the problem with the backflow valve that you subsequently inspected. In conclusion I am now forced to have to my new tiled floor ripped up and a new back flow valve installed at my own cost, after only a year and a half of having it installed by Drainworks. I selected your company from the Homestars site because you claim great customer service and guarantee of your work. If you truly stood behind your service you would replace the backflow valve. All I can say is BUYER BEWARE.

• By:	BETRUE ( Company Rep. )

  **rebuttal by DrainWorks to the claims made by "nmior"**
  

  NMior, you neglect to mention a few important things here. Firstly, even before you agreed to proceed with the installation of the backwater valve, you were advised in writing that there was no guarantee of future back ups after the installation. You signed this written disclaimer indicating your comprehension of it. Secondly, the service you hired DrainWorks for was for the installation of the backwater valve. As this is a city approved mechanical device with a city funded rebateable program, the installation required a city plumbing inspector to check our workmanship for proper installation, along with full functionality. The city inspector passed our work, which is why you got your rebate from the city. Lastly, you were made aware in writing that the backwater valve needed to be cleaned and maintained, and that it was your responsibility to do so. Again signatures were obtained indicating your comprehension of this. DrainWorks cannot be held responsible for a device we do not manufacturer or the cleaning and maintaining of the device as it is a service we do not offer, and our workmanship was already approved by the city plumber to be fully functional. Your complaint should be either with the city that approved the work, the manufacturer of the backwater valve itself, or the company you hired to clean and maintain the device. It is also important to note that we did send a supervisor to your home to discuss your concern and document everything in writing. However, while onsite, you ignored the disclaimers that you were previously made aware of, and you refused our written documentation. Our response as a company to your concern was communicated in person on that visit; requesting a phone call after that face to face meeting, is a step backwards.

Check out this video of the work they did for us: http://www.youtube.com/my_videos?feature=mhum

A few weeks ago, I had a drain back-up in my basement. Matt from Drainworks arrived promptly after my phone call and quickly assessed the problem. He gave me very straightforward, easy to understand advise and discussed what my options were. The flat rate pricing they have provided me comfort knowing exactly what I was paying for before I paid. Their attention to detail and professionalism is a cut above and I would recommend them to anyone who needs a plumber.

For a few years now, we’ve had ongoing problems with a leak in our basement and in spite of several attempts at fixing it ourselves, we’ve not succeeded. That’s where DrainWorks came in. Armando investigated the problem and offered several options for addressing the issue. Thanks to Armando for doing things in such a professional and customer-friendly manner.

I am not one that liberally spreads my praise around, however, I felt compelled to do so after dealing with Armando, Misha, and the rest of the gang from DrainWorks.. Professional and efficient in every way, from initial call to settling my account, I would work with them again in an instant. Their owner must hand pick each and every employee that they have as everyone there has impressed with their attention to detail and congeniality.

Mike and Eric were at my home recently and did a great job snaking our main kitchen sink and removing the grease blockage. At the same time, the noted that I did have an Outside trap on my front lawn, which is antiquated and at some point should be replaced. Although we aren’t doing that work at this time, they’ve given me some helpful hints to look out for and I’ll call them when the time comes to do that work. Thanks again guys.

After using a competitor of DrainWorks who will remain nameless, it was a pleasure to contact DrainWorks and see how they worked. Right from the start, they did exactly what they needed to do, identified the issue and addressed it. I also like that they offered a full lifetime warranty for their dig work and seemed to understand our concerns and did their best to allay any fears we had going in. Excellent team of guys to work with and extremely thoughtful in their workmanship and the cleanup of the excavation work afterwards. I cannot recommend them enough

Jeremy was able to quickly identify the issue I had with my plugged toilet and proceeded to resolve it a quick and efficient manner(Thankfully. The last company I had before DrainWorks was a nightmare!). Jeremy and the rest of the staff I spoke to were extremely knowledgable and personable; I would recommend them without reservation.

I recently had Matt over to my home from DrainWorks. He instantly established the problem, clearly outlined my options to fix the issue, and once I had made up my mind, very efficiently remedied the situation. He explained everything he did to me, and then provided me with comprehensive advice as to further steps for the future, should the need arise. He was extremely congenial and very professional. I would highly recommend this company.

After dealing with our ensuite toilet running on for a few days, we figured it was time to call in the big guns. Scheduling the appointment with them was a breeze, and their plumber Phil arrived on time as discussed. He identified our issue quickly and was able to fix it on the spot. He was extremely professional & clean and gave us a easy to read, detailed invoice at the end of the call. In this day and age, it’s hard to know who you can trust, thankfully, I made the right choice.

Lou arrived at my home very quickly after my initial call, and was able to determine the issue with our plugged shower, he was able to clear it and also at no extra charge helped to move a heavy box out of the way that had nothing to do with their work at no extra charge . As usual, they were excellent top to bottom

We called these guys after scouring around online trying to find a suitable company to provide a second opinion to us as the first company seemed dodgy. Jeremy was punctual, professional, informative and fully outlined his findings. After being impressed, we went with them and they did not disappoint. We are very happy with the experience.

From the technician, Lou Spada, to the excavator, Misha, each of them knew exactly what needed to be done cleanly, and effectively to ensure I had no further problems with my drain line. The crew was extremely professional, well-mannered, dilligent. They tidied up after the work was done, in fact it was probably cleaner after they left! We would highly recommend drainworks to anyone who needed help with their drains

I had the chaps over from DrainWorks recently and despite my worry about them having to do major damage to my lawn in order to fix a drain problem, I realized my worries were unfounded. There was no way to even tell they had been there. I owe my friend who recommended them dinner for this one. I couldn’t be any happier.

After renovating our house about 10 or 11 years ago, we had some problems with the old clay sanitary line. Terry Cord, the owner of DrainWorks came out to assess the problems, and we were very impressed with his skill, passion, and knowledge. When we needed help recently for a different drain issue, we didn’t hesitate, we called Drainworks again, and Lou Spada came to the rescue! I cannot recommend DrainWorks enough –2 problems over the course of 10 years and both times the service and quality was excellent.

After several litres of liquid plumber, with no success, I realized I needed a pro to solve this issue. After reading several positive reviews here, I decided to give Drainworks a call. Needless to say, I was not disappointed in any way. They came almost immediately. Jeremy came to my home, assessed the situation, and was in and out in less than an hour. I appreciate that he snaked the drain beyond the blockage we’d had to ensure everything was done in a thorough manner, most wouldn’t do that. Next time I have a backed up drain, Instead of spending money on draino, I’ll call the experts!

Recently, I had water coming into my basement so we called drain works to try to ascertain what had caused it. They determined we had a root blockage in the drain line they proceeded to snake the line until the line was clear, I appreciated this, as most companies would simply pack up and leave after 20 minutes with no success. I want to say thank you to Armando and Eric for their persistence in solving my issues.

Matthew Achinski did a great, quick and tidy job recently at my home. As it was late on a Saturday, I didn’t think I’d get anyone, yet Matt was at my house within an hour! Quick service from Matt left my drains clear and my Saturday night free.

My basement floor drain had been backing up on or off for the better part of a year. I decided enough was enough as I got tired of mopping up the water in the basement. I called DrainWorks and Mike came to my home. Mike explained everything very clearly and honestly; there were no hidden fees, no surprises. I want to thank Mike for making my elderly mother and I never feel like we were getting taken advantage of.

Having completed various reno jobs with too many tradespeople to mention, I have to confess, it was truly a pleasure dealing with the everyone at DrainWorks. I had a total of five different people on site at various times during the work or on the phone discussing the work, and each of them were helpful and all showed up exactly when they said they would and did everything to the letter. Shame they don’t do all trades!

Their two man technician team, Lou and Eric, arrived on time, established what the issues with my drain line were and got my system functional before returning the next day to start the permanent fix(replacing the drain line). This work was also done quickly and painlessly. Lou performed a camera inspection on the final visit, and while pointing out the issues, never pressured me into doing more work. I would recommend them wholeheartedly.

Matt was fantastic, and also I want to mention William the dispatch; they were both great and were excellent representatives of their organization. I must confess, I called a competitor before calling DrainWorks and was aghast at how rude and dismissive their dispatcher was, as if they didn’t want my business as it was only a plugged kitchen sink!

After several attempts I was resigned to the fact that I had a clogged kitchen sink drain I couldn't fix on my own. I called Drainworks and they were able to send a technician within an hour and a half. Armando and Massimo were able to resolve the issue and even cleaned the tiled kitchen floor after they were done even though I told them it wasn't necessary as it was my mess, not theirs(they laid tarps down in the work area). They were extremely friendly and I really appreciated the thorough outline of what was done on the paperwork they gave me. Fantastic service from a fantastic company, I would definitely recommend them to anyone needing a plumber

My shower stall and adjacent basin sink were backed up. I was very stressed that the old piping would need replacing and I’d incur an expense I just didn’t have the budget for. I wanted to make sure that I had the work done by a company I could trust. After much deliberation and research, I settled on DrainWorks as they do not work on commission therefore I didn’t have to worry about lies to upsell me. I was very over the moon with Mike and Eric’s professionalism, attention to detail, and most importantly, honesty. My shower and sink are back in tip-top shape, all for a reasonable cost