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Founded 2004 • With Angi since September 2007
PO Box 4486
Annapolis, MD 21403
Service Provider ResponseI just wanted to say thank you very much for the time you have taken out to post a comment and score our performance. Our future success depends on the satisfaction we give to our valued customers. Once again thank you very much Mr. [member name removed]. Please let me know if there are any plumbing issues we may assist you with in the future, whether it's covered by the warranty company or not we can give you an accurate diagnoses as well as a free estimate if not covered by the warranty. Have a Blessed and safe Day. Thank you for working with The Drain Busters & Son's Complete plumbing services. Alanna L. Cachero Office Manager P.O.Box 4486 Annapolis, MD 21403 (Office) 410-626-6071 (Fax) 410-626-6075 firstname.lastname@example.org
Service Provider ResponseHello [member name removed], The statements you have put on here was not entirely true. We have written on your invoice every word to support our findings. The diagnoses are as follow: 2/8/2014 Tech has tried to diagnose the leak coming from the Jacuzzi however; the location it is in makes it difficult to get to. There are supporting sub flooring to the Jacuzzi that cannot be cut out. Also there is a kitchen and cabinets on the opposite wall that will be an extreme access issue. On the Jacuzzi there is tile on the top and surrounding that could have been cut however, the home owner wanted to get with the previous owner to see if there was any other access that he didn't know of. Estimate of $ 200 to cut out tile or the home owner can do so himself. (We will not be responsible for any access that we may cut out such as but not limited to tile or wood.) We have also informed the Home owner there will be a trip charge of $ 75 to return to diagnose + the access if he so chooses to have us do so. I have spoken to Ms. Sheila on 2/8/2014 @ 5:00 p.m. to update status as I have also received a status update enquiry. Claim is on hold .Waiting for the home owner to call back for further instructions on his access decision. csr #1 [removed member name], we never said we cannot do the work because we did not have the tools. The techs on site were more than capable of cutting an access to locate a leak. And in fact waited there an extra 45 minutes as you tried to figure out what you wanted to do pertaining to the access issue. I had to call you and spoke to [member name removed]myself to see what you wanted to do .Only because they had a long schedule ahead of them that day. The techs were more than capable of completing any and all repairs on site. Unless it was the Jacuzzi motor .As we do not service them. When we arrived you did have a visible leak coming from the basement ceiling .Right above where the Jacuzzi tub was located. As you stated in your complaint “The men could not find the source of the leak but the leaking occurred while they were present." Not to mention your claim you have submitted to the warranty company: Pipe: In Wall/Ceiling Other Water Leak. Claim “Leaking from bathroom from Jacuzzi tub through basement ceiling" The only way to diagnose what was leaking was to gain access. There could have been multiple things leaking such as but not limited to, Water lines drain lines, waste & overflow, Jets, Caulking, grouting, & even the motor. Unfortunately we cannot properly diagnose unless access has been made. We gave you different choices so that you could save money. (As we are not trying to rip our customers off.) We stated you can make access while on site. Otherwise it would have been the $ 200 access fee charge. All of which could have been made while tech was on site .So that we could have made repairs to the leaks at hand. The trip charge of $ 75 was for the return trip charge due to the fact we could have done all repairs and or diagnoses while on site. This would not have been an option if the access was made while on site. As for your statement: “They wanted to access the pipes through the wall in my kitchen. This would require removing my cabinets and cutting a hole in the wall." This was a false statement as we said that would be the last thing to do .Also noted in your account with the warranty company on 2/8/2014 @5:00 p.m. as well as emailed to you .And time stamped. In fact that was the last thing we wanted to do. This was a lot of work that was not necessary when we could go through the tile. We have informed you of this both on site and on the phone as I have spoken to [member name removed]personally. The only negative statement I found in your complaint was “I was not comfortable with the plumbers tearing apart my kitchen" When in reality this was not even our suggestion. I'm not sure why you have made this statement .But I have documentation that supports otherwise. We have e-mailed you a copy with time stamp confirmations as I stated previously. You also state that “I called my regular contractor to come in and take a look. We tried to recreate the dripping from the tub but could not find any leak in the tub or underneath where the plumber indicated the source of the leak was located. The plumber wanted to rip apart my kitchen without being sure of where the leak was coming from. “I found that this statement contradicts your previous statement as well as explains why we needed to gain access. (You stated) “The men could not find the source of the leak but the leaking occurred while they were present." This clearly explains that you did have a leak but location was the question. I cannot say for certain why your plumber could not produce a leak while on site. I only know that we gave estimates and suggestions that access had to be made to determine where your leak was coming from. Clearly there was an existing leak. You yourself have stated this several times, to the warranty company as well as in your complaint. And yet you have tried to make it seem as if we wanted to make access unnecessarily. Please note that we have pictures on file showing a leak coming through the subflooring. I have been told by the tech you yourself took a picture of that same leak. I understand if we perhaps did something wrong or even misdiagnosed. But to submit a complaint on Angies List for no reason at all seems a bit unfair as we only tried to help you locate and fix the leaks that you were having. Any plumber that had seen the leak would have suggested the same thing .As we cannot repair through the tile. [member name removed], we give our customers the very best customer service possible. We try to work with the customers in every way possible to save money and yet to solve their plumbing issues at hand. If given the opportunity you would have seen we can and would have taken care of the plumbing mechanical failure. Unfortunately a lot of times due to the nature of the call plumbing is hidden behind or between walls, floors, ceilings, tiles, wood and much more. When this happens unless the plumbing is exposed or has an access panel that we can reach the leaks to complete repairs, we have no other choice but to find the easiest most cost efficient way to gain access. I apologize if you did not feel comfortable with the tech. I know that anytime a tech needs to cut access to locate the source of a leak often it makes the customer frustrated and sometimes upset. After the source has been located and shown to you I’m sure you would have understood the process much better. I’m sure the tech treated you with respect and also tries to explain every possibility to you. Please let me know if we could have done anything to improve our customer service. We are always open to customer’s insight. Please know that each and every customer is very important to the future success of our company. Thank You for Working With The Drain Busters & Sons Complete Plumbing Services, Alanna L Cachero (Office Manager) The Drain Busters & Son's P.O.Box 4486 Annapolis,Maryland 21403 (office) 410-626-6071 (fax) 410-626-6075 [hyperlink removed]
Service Provider ResponseHello [member name removed], I apologize for the customer service you have received . We have implemented a new updating appointment confirmation. As well as revised our windows of schedule appointments. We have made it a point to stay in touch with our customers to update them if we are running behind as well as inform them of any and all changes in advance via-email. As far as not taking checks. We have done this for a while now. When dealing with home owners referred by Warranty Companies. We have no control over coverage on home owners Policies and most of the time we are not informed what is covered until we call into the Warranty Company. When this in return makes home owners get angry for denial purposes they cancel checks. The Warranty companies do not refund our monies from cancelled and bounced checks. So we eliminated them after having to pay some much money in recovery of funds. Please do not take it personal as we are just trying to protect our business based on much experience. As for returning for the leak. We stand by hind our work. And if we have any issue what so ever .We are more than willing to take care of accordingly. I apologize if you had a leak in the first place. We are not perfect However ,We try our best to give the best customer service at all times. Once again please except my apology for any incontinences we may have caused. We value our Customers feed back .Any thing we can change in a positive way .We are willing to do so to make your experience as well as every customers experience a great one. If there was something not up to your expectations Please allow us the opportunity to make it right for you .
Service Provider ResponseHello [member name removed], I apologize for the customer experience you had. If it was on a Saturday We may have been closed after hours for the weekend .We have implemented new ways to follow up with our customers .via e-mail through the service we use for appointment confirmation and updates. As well as allowing our home owners to communicate directly through our provided link. Once again please except my apology for any inconvenience we have caused you .we are changing many ways we provide service and trying to make it right with our customers no matter how old or recent a complaint. We are willing to continue to make changes to improve our customers experiences. Please allow us to prove we will go out of our way to make it a much better experience and up to your expectations. Thank you for your input as it has helped us change our policies. Thank You For Working with The Drain Busters & Son's Complete Plumbing Services . Alanna Cachero (Office manager) 410-626-6071 email@example.com
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2022 Super Service Award
Well Pumps, Drains, Toilets, Faucets, ump Pumps, Garbage Disposals, Hot Water Heaters, Water lines & Sewer Line Repairs/Replacements. All small repairs and Complete Installations. Shower diverters
No septic pumping , No drilling of wells, No installing Septic Tanks only. No thankless, oil fired or Propane Hot Water Heaters
The Drain Busters & Sons is currently rated 3.2 overall out of 5.
The Drain Busters & Sons is open:
Monday: 9:00 AM - 5:00 PM
Tuesday: 9:00 AM - 5:00 PM
Wednesday: 9:00 AM - 5:00 PM
Thursday: 9:00 AM - 5:00 PM
Friday: 9:00 AM - 5:00 PM
Saturday: 10:00 AM - 5:00 PM
The Drain Busters & Sons accepts the following forms of payment: Visa, MasterCard
Ask The Drain Busters & Sons for details on free project estimates.
Yes, The Drain Busters & Sons offers eco-friendly accreditations.
No, The Drain Busters & Sons does not offer a senior discount.
No, The Drain Busters & Sons does not offer warranties.
The Drain Busters & Sons offers the following services: Well Pumps, Drains, Toilets, Faucets, ump Pumps, Garbage Disposals, Hot Water Heaters, Water lines & Sewer Line Repairs/Replacements. All small repairs and Complete Installations. Shower diverters
No septic pumping , No drilling of wells, No installing Septic Tanks only. No thankless, oil fired or Propane Hot Water Heaters