About a year ago, there was a sewer gas smell in my basement so I had this company in to fix it (I picked them due to their high rating on homestars.com). I lived with having to pay an additional $500 on top of their original quote because they assured me the job needed to be done right (plus, who would I get to come in to finish the job once it was started?). Fast forward a few months later and the sewer gas smell was back again. After a few months of figuring out what I should do, I decided that ripping out the old bathroom and installing a proper basement bathroom should solve the problem since New Canadian fixed the other sewer drain issue. When the plumber cracked the floor to tie in the new bathroom plumbing to the New Canadian job, we were surprised to see the horrible job this company actually did. From not tying in a pipe they said they tied in to not even gluing the clean out to the pipe they installed...Ridiculous! What's amazing is that I had planned on writing a good review at the time last year. I feel other than looking over their shoulder the entire time there was not much I could do to catch this. Anyways, I feel I had to share this experience with anyone who uses this site. I almost feel like there should be a rating for homestars.com since it let me down as much as New Canadian Drain & Plumbing. Best of luck to those homeowners going through similar situations. Update: This company has been harassing me for the last 2 days over this review. Their official reply is trying to make it sound like the plumber who I hired to do a completely different job was jealous over their original work and that I am out for a refund. This is 100% NOT true. I wrote this initial review so others would know the type of work this company provided me. I ended up paying the other plumber to fix New Canadian Plumbing's mistakes along with the job he was hired to do. I even let New Canadian's field manager Bob (who unexpectedly showed up at my house late last night) in to see the work and take pictures. Prior to him showing up, I told Bob that unless he has goggles to see through the concrete floor, it was no use to show up because the job was fixed. Still he insisted on seeing what was done. What put this whole situation over the top was that New Canadian Plumbing had the nerve to send their team back to my house early this morning (before 8 AM when I had already left for work), scaring the daylights out of my pregnant wife, assuming she would let them back into our basement to allow the sub-contractor (who really had done the job) review what was done. When my wife informed me of this, I phoned Bob from New Canadian Plumbing and told him to have their owner call me or resolve this issue within the next hour and if they planned on showing up at my house they now better have a cheque in hand for a refund....what did they do: no call from their boss, no email, just their posted reply to my review. Also just to reply to their other comments on master plumbing and re-scoping the line - the New Canadian plumbing's guy didn't show up for the follow up inspection so it's clear to me that they are trying to deflect/downplay their horrible job. Another Update: Igor, your replies clearly show how unprofessional you and your company are. I really like how you are using quotations around "plumber" to imply that he was not licensed or the plumber was actually me. The plumber is licensed and I will probably review their job after they are finished (so far, no complaints). Also, I'm not looking for a refund. If I was looking for a refund, I would have contacted you directly or would have contacted my lawyer. My point around the refund is that after your mistake was fixed by the other plumber, there is nothing you could do other than apologize or give a refund. All I hoped for when I wrote this review was to inform other consumers of your work and maybe get an apology. However, instead of an apology, you just spent the last 2-3 days attacking the credibility of me and this review. Plain and simple: your team at New Canadian Plumbing screwed up. Why in the world would I expect your company would make it right now? I paid you to fix the problem the year previously and you did not do your job.
- Approximate cost of services:
- $2,200.00
- Company Response
Hello John,
In response to your complaint listed on Homestars.ca, a floor drain was installed along with an extra piece of pipe, a secondary camera inspection was provided to ensure an appropriate connection was made, the correct slope is provided for the drain line and the rest of the line is free from future problems. Also, our master plumber comes in to do a final inspection of the work. At times in our business, we come across other business owners or contractors who defimate our character based on jealousy or envy. There have been several occasions where a price is given by the said contractor/plumber who quite possible may have had a discrepancy with our company due to lack of work, losing a bid on the job and justification of their pricing. I assure you John that our work is done properly because of the inspection that follows by the master plumber. Another thing John, when we followed up and our supervisor/Field manager came in to inspect the issue after your review was posted on this website, he was told by you that the next time we come back to your address, we should not come back without a cheque for $500.00. My point is John, if you had called us (being that we are a 24 hr/day, 7 days/week service), we warranty all of our drain jobs for 25 years. So when the plumber whom you hired to install the bathroom came in and found the issue, we would have sent someone over right away to inspect and resolve the issue, if there really was one. Furthermore, upon speaking to you, when asked who the contractor was, to follow up with him to find out what the problem was, you refused to provide us with that informationResponse:
Hi John, just to follow up on your response, when we came to your home to follow up on the work that was done, it means that we care about our customers. Also, you did not mention anything about the warranty (25 year warranty) here which we provide to all of our customers. My questions to you, John, are was your intention to get back $500.00 from us for a job that you and your plumber (who still remains nameless) state that it was done incorrectly, is this the reason why you posted this review? Nevertheless, like it was stated in the last response that we left you, if you or your plumber found a problem with our work at the time it was located, knowing that there is a 25 year warranty on parts and labor which is stated clearly on our invoice, why would you not call us then? We do the same job every time and we find it very difficult to believe that anyone would criticize our workmanship so harshly. Also, my sincere apologies to your wife if we startled her. This is why we want to get to the bottom of this. Also John, why didn’t you post a positive review about your “professional plumber” (because we can see how many reviews you have posted on Homestars) that provided you with the good bathroom unless this plumber does not have a license?
