We were disappointed with every aspect of our repair, it's hard to know where to begin. We asked for a quote. They charged us $70 for the quote, even though they had said that if we agreed to the work they would not charge us the quote fee. On the day of the scheduled repair, we called the office in the morning because the plumber had asked us to remind them what about specific tools to bring. The woman in the office was very confused and unhelpful, and after several attempts she still had no idea what we were talking about - even though we read the reminder note directly off the quote. They were scheduled to arrive between noon and 4. He arrived at 2:30, without knowing anything about the job he was scheduled to do. The woman in the office had made it worse by trying to relay the reminder note from the quote, but since she didn't understand it, it made no sense to him. Then he asked us what the problem was, and he asked to look at our copy of the quote, since he didn't have their copy or a work order of any kind. Then he informed us he didn't have the right tools and would have to go back to the office. He told us the office was 30 min away. Two hours later, at 4:30, he had still not returned, and there was no phone call, so we called the office again. The woman on the phone explained that he couldn't get into the office to get the tools because he had no key, and he had to pick up a co-worker and take them the office to let him in. No one had called to inform us of the delay. Finally more than 2 hours after he left he returned. He did the work. There was one charge on the bill for $475 for "cutting drywall, etc." which I questioned, as he did not do that at all. He tried to explain it was for "other" labour, but couldn't be more specific. The total job took less than 1.5 hrs, involved no cutting of drywall, and was only to replace a single valve which was accessible, so the total bill of $815 seemed high for the work (and that price was after he reduced it $100 because we complained after the customer service. Also, on the bill he had made 6 mistakes, like our name, our phone number, the amount, etc. He was also supposed to give us a rebate to cover the quote we had paid for, but didn't until we pointed it out. When leaving, he told us the connection may be leaking and we should check it later. When we did check, it was leaking, which he obviously knew when he did it - but still left it that way anyway. We called back to have someone come and fix it - but insisted on a different guy. The appointment was for 8 am Monday. By 8:45 when we had no plumber and no phone call, we called the office. The plumber was still in the office running behind, so they knew he was late, but hadn't made an effort to let us know. They said he would be there at 10:00 am or shortly after. He arrived at 10:45 - with no apologies or even an acknowledgement of the missed appointment time or the inconvenience to us because of the leak due to their bad work. He looked in the wall at the repaired valve, then told my wife it was a great job. Then told her the leak was at the connection to the meter, and it was the city's problem. Luckily I had taken a picture of the leaks and given it to my wife as evidence - when she showed it to him - he admitted there was also a leak around his company's work that was their fault. He then fixed it.
The customer service was horrible, the workmanship was atrocious, and they were very unprofessional. We will never use them again, warn everyone to avoid this company.
