Late Sunday night we had discovered water seeping through cracks on the basement foundation wall of our condo townhouse. I don’t have a “go to” contractor to go to when I run into repair problems so I began doing a cold search on the internet and came across HomeStars. A search on HomeStars led me to WaterWorks. They had many positive reviews so I decided to give them a call late Sunday night. Lauren was able to schedule a time for me the following day.
The next day, Michael and George came over to my house to assess the problem. As far as first impressions go, they were on the mark. First of all, they were on time. Second, they came prepared with their trucks and all their gear. Third, they were polite, approachable, calm, attentive, patient, willing to help, had good humour, and most importantly they listened to everything I had to say. They did not at all belittle me nor did they dismiss anything I had to say. You don’t meet people with these types of characteristics too often.
Michael took a look at the situation and indicated that the problem was from the outside-in. He told me that because it is a condo townhouse, the condo corp should take care of the repair work. Michael did not at all try to pressure me into doing the repair work and they didn’t try to force me to incur any unnecessary additional expenses on my end. After speaking to the condo corp, the condo corp said I had to demolish the washroom in the basement so they can access the leak. George from WaterWorks did the demolition work – remove toilet, remove sink, tear the dry wall down, and conduct some minor plumbing work. They cleaned up the mess and did the job without any hesitation.
As far as pricing goes, Michael had a standard book with the rates he charges for various services. Theses costs included both parts and labour. He showed me this book and walked me though the cost of various works that would be performed. I like this in that the pricing was transparent and clear, you know exactly what you’re paying for, and you know that you’re paying the same price as others would for the same job (so no sense of being gouged).
When the job was complete, they provided a self addressed/postage paid customer feedback form for me to fill in and mail back. Michael also gave me a follow-up call the following day to ask how I felt about the job that was done. WaterWorks is a rare find in that you don’t find too many repair companies that value customer service to this level.
Once my leak is fixed up I will be renovating that basement washroom and I will be calling WaterWorks to perform that renovation job. I’ve never had a “go to” plumber – but now I do. Thank you WaterWorks, Michael and George, for your time, dedication to the work, and patience.
