The Waterworks

They were able to schedule me the SAME day (unlike the others I called working several days out). Ryan came and diagnosed the broken assembly and said it would need to be replaced. I then figured out I needed to call my home warranty service (not very pleasant) and because it was a Friday afternoon, I had to fuss to get weekend service. The approved amount was so low that I had to shop around for another independent plumber to get it done. I absolutely would have had Ryan come back had it not been for the home warranty and their requirements.

Excellent, Jeff and Zack were very knowledgeable, professional and efficient, fixing several issues in a 3 hours. Work was performed after normal business hours.

We had to have it done over the weekend because we had the tenants and the hot water heater had gone out, so it was a little expensive.

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Swimmingly. $114 dollar weekend rate charge plus $147 trip charge. Once you get past that, it was $245 to replace valve which took all of 5 minutes. Rate based on union price list and not a hourly rate. Wouldnt use them ever again, you are better off letting your house float away than support their manipulative business practices.

Could not repeat problem when they were there. But they gave good advice and did not charge me for the visit since they couldn't do anything.

Plumber was scheduled to come the day after I called. Another large plumbing outfit said they could come out in about a week. Plumber was supposed to be here between 10am and 2pm...I received a call at 1:59pm saying he could come then. Got here around 2:30pm or so. Said it would take 1 to 1-1/2 hours and would cost me $245 ($185 plus the $60 service call). I signed for the work because he was able to get here the next day after I called their office, he was here, it seemed pretty expensive, but I needed it done. Took him less than a half hour and still cost me $245. It seemed like a lot to me...that's about a $370 an hour plumber if you pay him the $60 just to come out. However, the new faucet is in, it seems to work fine and he left the area as clean as he found it. I had already pulled everything out from under the sink and everything was cleared to have the work done. I am wondering if I paid a premium based on zip code...

Lonnie came out on a Thursday and stated that he would be out of the office until Monday, but would get back to me when he returned. Two weeks went by and no word on the estimate. I had to call the office number and was told that Lonnie would email the estimate soon. Estimate arrived in my email that same day, but was pathetic. Exact wording was, "Estimet (spelled wrong) for installation of faucet ,and toilet stop,lavy faucet stops ,and claw foot tub faucet and dring surround Youre (also spelled wrong) total to install these customer supplied items only is 1321.00" At the very least, he could have used the same form he gave to me when he visited my house to do the estimate. At least then the word would have been spelled correctly, and there would have been more information provided. Very disappointed in this company and will not use for any project.

Great ! Professional, personable plumber installed the needed repairs in an efficient, timely manner. We are well-pleased with the work.

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The technician was very professional, prompt and a very nice guy trying to provide honest advice, which I appreciate. The initial diagnosis of a wet ceiling below a shower was 3 potential items. Two of the items he recommended that we do ourselves (he said he was trying to save us money, which I appreciate, but my objective was for him to at least definitively diagnose the problem on his visit...). The third item, resetting the toilet due to possibly a bad seal, seemed the least likely to be the culprit based on the lack of any moisture around the toilet, but we went ahead with it only to discover that putting it back on was a difficult endeavor and wasn't the issue (such is life, although being asked to chip in $10 extra for additional wax seals seemed odd to me). I realize leaks are difficult to diagnose but I guess I was expecting it to be partially resolved at the end of the day, however long it took, rather than be given a list of things to try next. I'd consider using them again, but perhaps not for diagnosis.

It went very well! The two gentlemen who showed up were very courteous and quick. They had the pipe fixed within 30 minutes and looked over the rest of the joints to ensure they were OK. We will definitely call Water Works again if we have additional plumbing needs.

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I called the company to complain and the company claims they have no record of me asking for 200 ft of line. The lady I spoke to at the office was also very defensive, saying that I should've called earlier even though in my last message I left, I had apologized for calling so much later. She told me that they put all the proper equipment on the truck, but that he didn't have enough line because I never told them I needed the extra line and that cameras weren't standard on the truck. She was completely defensive to the point where she said they weren't going to work with me anymore, which was fine with me, but I just couldn't believe the lack of customer service skills. I am disgusted with this company and feel that I wasted my time waiting for a plumber to do very little and a company that didn't seem to care that I was upset.

They smoked inside the house and seemed to not respect the environment.

Mike was on time and talked me through everything he was doing as well as the challenges he was facing with the work. My hope was that the tub drain would be fully functional when Mike left but that was only possible if he cut a hole in a wall. I was ok with that but Waterworks doesn't provide the service to deal with the hole in the wall. Quite surprised by that based on the size of the company. Cost was not ideal for what the tech did and while the drain is now open, the stopper was removed and the drain can't be closed so the work was only half completed.

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I have used this company for 20+ years, and I used to really like them. They were prompt, they told you over the phone what the initial rate would be, and that it could increase based on the amount of work necessary. The technician who would show up, would diagnose the issue, and provide an estimate, which you could approve, or not. if you didn't, you would just pay the trip fee. I always approved, and so that wasn't an issue. On June 13, 2016, the technician came to my house, did not provide an estimate, and adjusted the chain that was connected to the flapper on the toilet. Total time for repair: less than 30 minutes. Total cost: $107 dollars ($47/labor+$60/trip). I had a coupon for $25 off of the service call/$50 if it was after hours. He told me he could not take the coupon because he had already provided a discount on the labor, and if he took the coupon, he would have to charge me $98 for his labor. It wasn't clear what was being discounted, so I phoned the main office. I asked the person who answered the phone the hourly rate. She said 'it depends on the job, we don't have an hourly rate.' I explained that he was there for 30 minutes, and that he was very nice, but I wasn't understanding how, with the coupon, that degree of work he performed was worth $98. She said, 'Maybe there was a minimum on the coupon.'-there wasn't. She finally said, "I'll have to have my supervisor phone you." "Beverly" the supervisor phoned within 5 minutes. She said that the customer service reps-unlike how it used to be, don't have the information necessary to quote hourly rates. At the end of the day, what it boils down to is that WW will charge a $98 'diagnostic/first hour fee,' plus a $60 trip charge (which is already pre-printed on the invoice.) In essence, the meter starts at $158 for them, whether they do the work or not. I have several problems with this: 1. The customer service reps were once, as recently as 2 years ago, very clear about the trip fee, that the repair person would provide an estimate, and if you didn't have the work done, you still had to pay the trip fee. 2. The customer service reps were once, as recently as 2 years ago, equally clear about the hourly rate, and at that time, there was no expectation that one paid for one hour, whether the work took an hour to complete the repair or not. I guess that's why they now term it a 'diagnostic fee,' rather than an hourly rate, so that they can ensure that every job nets a minimum of $158. As recently as one month or so ago, a technician came to the house, and he assessed the situation, concluded that a repair wasn't necessary, and charged a $35 trip fee. 3. No one, neither the person with whom I spoke when I made the appointment, nor the technician, cited a $98 diagnostic fee to me, "in the door, prior to work," which is why it was unclear to me how the repair person could say that $47 was 'discounted,' when neither he, nor anyone else had explained the $98--which is why I phoned, to ask, 'discounted from what?" 4. The repair person did not give an estimate---had he done so, at least I would have known about the 'upcharge.' I probably would have had the work done anyway, but failure to disclose how fees are calculated and assessed does not fall into the category of ‘best business practice,’ particularly when practiced by those who answer the phone and take the appointments. 5. It is somewhat fraudulent and misleading to send 'coupons' via email, only to dishonor them, or tell a customer that if the coupon is accepted, they won't get the 'discount' off of the 'diagnostic fee,' that was never disclosed to begin with. Unlike how they used to operate, the coupons are evidently worthless, or are a ploy to convince someone to rely upon them, make an appointment, and then to be told that it's cheaper to pay the minimum 'in the door,' rate. It appears that now that WW has expanded its services beyond plumbing, to HVAC, carpet cleaning, and a myriad of other services, they have changed their business model so as to net the most profit per service call. I know that Beverly shared with me that they ‘updated’ their system, such that she could not even see that I’d been a customer since the 1990’s at a previous address. The length of my loyalty to the company shouldn’t matter, but it would seem that professionalism would consist of keeping customer records longer than three years. One reason I always used them was because I liked the professionalism exhibited by their phone reps and technicians, and they did good work. You knew what you were going to pay, and you got your money's worth. They still do good work, but the professionalism component, particularly by the persons who take/return phone calls has declined. Their fees have become a 'moving target,' which is unacceptable. I am posting this review now because it has almost six weeks since I spoke with “Beverly.” Had she truly intended to credit $25, the value of the coupon, to my bank account, as she said she would, she would/could, have done so by now. She hasn't and the fact that she has not done so, further confirms for me that the company’s front office personnel lack transparency or commitment to follow through any representation other than charging a minimum fee irrespective of the amount of time/degree of difficulty associated with the work.

I had an appointment for them to come in the morning on a Wednesday. I moved all of the furniture out of the two rooms the night before. The next morning I waited for them at home. At 11am I had heard nothing, so I called them and they said that they were running behind and would be here after they finished the job they were on then. I heard nothing until 3pm, when they called and said that they would not be able to get our carpets cleaned that day. They said that they couldn't do it the next day (Thursday) because I don't get home until 4pm and they said that they don't clean carpets after 3pm. They rescheduled for that next Friday...the interesting thing about that is that originally we had wanted them to clean our carpets on that Friday, but they said that they couldn't due to the fact that they "didn't clean carpets on Fridays"! They called on Thursday at 3:30pm to ask if they could come out and clean our carpets right then...to which I said no...I wouldn't be using their services. What I find interesting is that they wanted to come out and clean my carpets at 3:30pm, when they already told me that they don't clean carpets after 3pm!!! I'm thinking that their not coming was a good thing!

Two gentleman arrived to investigate and solve the problem. They were very professional and told me everything they were going to do. The person that did most of the work was called "Q". He did most of the work since he was still in training. "Q" was a good worker and explained to me everything he was doing. He went beyond to make sure everything was perfect before he left. He replaced the old trap with a new one.

Prompt response, excellent service and equipment

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