The Waterworks
About us
Better care. Better value. Better results. Our well-trained and certified technicians are available to fix all of your plumbing and drain issues, as well as heating and cooling services. We are the drain cleaning and clearing experts. We replace, repair and install everything from toilets and faucets to sump pumps and water heaters, downspouts and main sewer, water and gas lines. We are also your go-to for repair, replace and install for heating and cooling and we offer annual tune-ups. We offer guarantees on our work so that you know the work was completed right the first time! We belong to the Central Ohio Better Business Bureau and are a Consumer Choice winner 21 years running. In addition, we are a NextDoor Neighborhood Favorite and CBUS TOP PICK! Additional emails: [email protected] [email protected] [email protected]
Business highlights
Services we offer
Plumbing, air conditioning, air quality, backflow testing and certification. Preventive maintenance contracts for plumbing and heating & cooling are also available. Special financing., boilers, commercial pizza ovens, downspout cleaning & repairs, drain cleaning & clearing, fire hydrants, garbage disposals, gas line installation, grease traps & FOG services, heating, hydro vac, main water line, pipe patching, remodeling - kitchen & bathroom, sewers, sump pumps, trenchless pipelining, water heaters, water softeners & filtration systems. Commercial services include: hydro-jetting & excavation, water treatment
Amenities
Emergency Services
Yes
Accepted Payment Methods
- CreditCard
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 84% | ||
| 7% | ||
| 3% | ||
| 3% | ||
| 3% |
"Thank you for providing feedback regarding your recent experience with The Waterworks. I apologize for your disappointment. Certainly, that is not the way we want our valued customers to feel. That is what you are, a valued customer. Upon researching your recent service, I see that the technician notated on his paperwork that the cause of the toilet stoppages was due to paper and urinal salts. Toilet stoppages cannot be guaranteed; this information indicated on the technician’s job ticket. All of this information was provided to you by the technician before any services were rendered. Your signature authorizing services was received before the technician began to work. I will be happy to provide you with copy of this document if you would like. The total cost for your services was $125, which included the discount from your Angie’s List coupon. I hope that you will allow The Waterworks the opportunity to provide you with services in the future. I appreciate your frustration and apologize on behalf of The Waterworks for you dissatisfaction. Sincerely, Ursula Anderson Customer Service Supervisor"
So Water Works came out late that afternoon, but the guy couldn't do the work because they needed an excavation crew. So he put me in touch with the dispatcher of that group (Wendy). Wendy immediately quoted me a ballpark price on the phone given the guys diagnosis. Two options: they could come out that night and do the work, or I could wait until the following day. That night it would cost twice as much (~$2,500 vs ~$1,300). I decided just to wait until the next day given the drastic price difference for after hours vs normal hours. She told me she'd get a crew out there as soon as possible the next day, and confirmed with the guy on sight.
So this morning (the next day) I was waiting until 10am when I decided to call and see if they had an ETA. I spoke with a different dispatcher who said the local guy didn't even have the job on his chart or whatever, but she'd get him over right away. He arrived, but with no excavation crew. Apparently what Wendy told me was not their "standard process" and she should have never quoted that on the phone. He was there to do a "formal" diagnosis, to which he'd draw up a proposal, then I could sign... and then they'd determine when a crew would come out. In other words, nothing like she told me the night before. Worse yet, not only was no crew available today, but one wasn't available until next Wednesday (5 days from now).
Clearly I became frustrated as I was told not only could they have a crew ready (24/7 she bragged!), but they could have even come out the night before (albeit for a premium charge given it would be after hours). The estimator on site today put me in touch with Isiah (some kind of higher up) who heard me out and said he would fix the mistake. He did not. He came back with the same story. "We misinformed you last night, but can't have a crew out until Wed".
Meanwhile, I still have a busted main water line pumping out water at a gallon a minute, while Water Works wasted a full 24 hours where I could have called and had a competently run business come out and do their jobs correctly.
In the end, I am blown away by not just the failure of Wendy at dispatch last night, who clearly dropped the ball several times - but also by the clear lack of desire and effort to rectify the situation for me given that Isiah himself said they messed up last night. But hey, he agreed to not charge me the $100 for the guy to come out last night... so there's that. I should have known better as I found them on Angie's list and saw two recent poor review right at the top (D and F). But given the emergency situation and their supposed 24/7 service, called them anyways. I deeply regret this.
Overall, I will never use Water Works again and will do my best to ensure none of my friends, colleagues or random people on the street ever call them either. Be warned. You can find other plumbers in the area that are competent and will treat you right. Water Works is not that kind of company.
"Sir, Thank you for contacting Angie’s List regarding your recent interaction with The Waterworks. I sincerely apologize for your experience. I understand your frustration and dissatisfaction. The price information that the dispatcher provided to you was provided to her from a technician, who ball-parked a price. Unfortunately, the technician was wrong, as he is not an estimator. With respect to all excavation jobs, an estimator must come out to take a look at the scope of work needed and provide you with a cost for service before any work can be performed. The estimator then generates a written proposal that requires the customer’s approval and a signed contract is needed before any excavation work will be performed. With this being our policy, when the estimator arrived the excavation crew was not with him. The Waterworks does provide service 24 hours a day, 365 days a year. We were providing service to other customers during the time that you wanted service, I regret that we were not able to assist you in a timely manner. You mentioned speaking with the Director of Customer Service, Isaiah; who indeed did refund $100 to you. I would like to point out that in addition to two negative reviews, there were also many positive “A” rated reviews posted on Angie’s List. However, on behalf of The Waterworks, I am sorry that we were unable to provide you with exceptional service. Sincerely, Ursula Anderson Customer Service Supervisor"
I needed the toilet fixrd so that was the only repairedMy scheduled time was "morning", plumber arrived at 1:00pm. Yes they called at 10:00am, to say we are coming but with no time commitment. When I scheduled the repair the time commitment was morning. Plumber provided estimate for two different repairs 1) replace broken wax ring for toilet and replace shower handle cartridge for leaky shower. Total $530. I was floored.
I said just the toilet and didn't quite calculate the difference between the two repairs. I have replaced plenty of wax rings but could not this time because of recent spine surgery. It's a $12 part and a 15 minute job. This cost $212.00, plumber was here about 30 minutes. Ridiculously over priced work, late to show up and frankly, not a friendly person either. Never again.
"Good Morning, I appreciate you sharing about your recent experience with The Waterworks. I regret that you were disappointed with your service. When I scheduled your service, I did inform you that I’d place you on the morning schedule. I let you know that we do our best to provide service in a four hour window, but sometimes due to unforeseen circumstances, we may not able to provide service within that four hour window. As with many repair type jobs, at times, as one is working other issues are discovered. That is why we cannot always provide service in an exact time frame. I see that you rated the quality of services rendered with an “A” rating and appreciate that. I understand that our services may seem expensive. When consideration is given as to what comes with that price (excellent quality of service, warranty, peace of mind, 75 years of experience in the plumbing business, qualified and highly trained technicians), we believe that the cost for services is well worth it. As for the technician’s demeanor, I have notified his supervisor and the vice president of operations making them aware of your concerns. Sincerely, Ursula Anderson Customer Service Supervisor"
"Good Morning, Thank you for contacting Angie’s List regarding your recent experience with The Waterworks. I am sorry for your poor experience. We dropped the ball in dispatching a service technician to you; there is no doubt about that. I have requested the manager of our dispatching department to review the circumstances with your service call and to find out why the technician was ill prepared to provide you with service. If you are still in need of service, as a courtesy, I would like to offer you a discount on services. Please contact me and I will provide you with more information. Sincerely, Ursula Anderson Customer Service Supervisor"
Update: The Waterworks took the time to call and walk me through the bill to explain each charge (there was no breakdown on the invoice left at my house). The replacement part turned out to be 3 times as expensive as the one Home Depot sold me which turned out to be wrong. This resulted in my incorrect expectation of overall price. Therefore, I am correcting my Price rating from a D to an A based off my misunderstanding. I appreciate their time and just request for a more detailed breakdown for future trips.
was punctual and did a good job
professional and very decent chap
"Good Afternoon, Thank you for sharing about your recent experience with The Waterworks. After reviewing your service order, I see that the technician was onsite for over an hour reviewing multiple issues. At times, The Waterworks may seem expensive, however with that price comes the expertise of our technicians, peace of mind knowing that the work completed properly and guaranteed, if applicable, by a company that has been in business over 75 years and are not only members of Angie's List, but also members of the Better Business Bureau. I appreciate the sacrifice you've made in having The Waterworks complete service for you and thank you. Sincerely, Ursula Anderson Customer Service Supervisor"
Licensing
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