Complaints

This profile includes complaints for Aqua Drain Sewer Services Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Aqua Drain Sewer Services Inc.

  2455 Stevenage Dr Ottawa, ON K1G 3W5

• 

  Aqua Drain Sewer Services Inc.

  5425 Boundary Rd Navan, ON K4B 1P6

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:26/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 24, 2024, I requested a plumber to flush the grease buildup in 10 foot horizontal kitchen drain pipe that led to a vertical line . The first red flag was that dispatch required my credit card information before sending out crew . Two workers arrived and fumbled around from 9:10 to 10:40 a.m. They recommended a pump truck and left after invoicing me for the mandatory 2-hour minimum charge of $429.40.Later, the same two workers returned at 2:30 to 3:30 p.m., accompanied by an additional two-man crew with a pump and vacuum truck. This time they fumbled around for just one hour and then informed me that I needed a plumber to snake the line. Astonishingly none of the 4 guys where actual plumbers both crews invoiced me: the first two guys $429.40 for showing up again and other two guys $926.60 for the pump and vac truck. In total, I was billed $1,785.40 after a total of just 2.5 hours on-site.Frustrated, I spoke to the office manager, *******, who failed to justify why I should pay 4 non-plumbers who could not perform the job. The best he could offer was to send me an actual red seal plumber in about 2 hours and not charge me after hours emergency service fees I informed ******* that I will not be using Aqua Drains services anymore.In comparison, S&R Mechanical provided upfront pricing over the phone, didnt require credit card information upfront, and they did not try to upsell me additional services. Their red seal licensed plumber, ******, efficiently completed the job in 1.5 hours, restoring my faith in skilled trades.Heres the breakdown for S&R Mechanical:Truck charge: $50.00 After-hours service (1.5 hours): $164.00 Super Vee rental: $35.00 Total due: $374.03

  Business Response

  Date: 02/07/2024

  Thank you for reaching out to us regarding the recent experience of Mr. **** We appreciate your feedback and would like to provide some clarity on the service provided.
  On Sunday, Mr. *** contacted our weekend dispatch to schedule a service call for Monday, specifically requesting a high-pressure flusher for a blocked kitchen stack issue. Our team promptly arrived at his location at 9:10 AM on Monday.
  Initially, we attempted to flush from under the kitchen sink but could not proceed more than two feet. Upon his direction, we accessed another clean-out in the basement ceiling, which was filled with water. Despite being covered in water and grease, our operator continued to attempt flushing the line. However, the blockage was too severe, causing water to overflow into the basement. Our operator advised that a pumper truck was necessary for flood control while flushing the line. Mr. *** confirmed that a pumper truck was needed during a previous visit for the same issue. Unfortunately, a pumper truck was not immediately available, so we finalized the call and only charged the minimum fee, even though our team was on-site for an additional 30 minutes.
  Before dispatching the pumper and flusher again, we communicated the minimum service charges for both ($860 for the pumper and $380 for the flusher). The pumper arrived at 2 PM, followed by the flusher. Both teams worked diligently from the basement clean-out. Despite encountering a significant grease buildup, our flusher was able to proceed approximately 25 feet before the blockage became too solid. After an hour of trying to clear the blockage, we used a camera to inspect the issue at no additional charge (typically a $390 service). We then recommended bringing in a plumber with a Super Vee, but Mr. *** chose not to proceed.
  Regarding the credit card policy, due to increasing fraudulent activities, we now require a credit card before dispatching services. This policy is communicated during the call, along with the minimum charges. As for the nature of our services, our team consists of sewer line specialists, not plumbers, which we clearly communicated when he spoke with *******.
  We are glad to hear that a plumber was able to unblock the line after our visit. However, due to the grease buildup, simply using a plumber and a Super Vee would not have fully resolved the issue. The grease needs to be flushed out completely to prevent future blockages. We were able to clear 25 feet, and it is likely the other company made a small hole in the buildup to resume flow temporarily. Without a complete flush, the blockage may reoccur.
  This kitchen line has a history of grease blockages, with previous services in July 2021 and June 2022. We regret that we were unable to resolve the issue this time, but our team made every effort to do so. Contrary to your comments, our crew worked diligently and professionally. We only charged the minimum service fees and provided additional services worth $485 +HST at no extra charge.
  As a gesture of goodwill, we are prepared to refund one hour of service for both the pumper and flusher, totaling $457.65. We believe your review does not fairly represent the efforts of our on-site crew of Aqua Drain Sewer Services. With over 20 years in the sewer and plumbing business, we pride ourselves on transparency and quality service.
  Thank you for your understanding.
  Sincerely,
  Aqua Drain Sewer Services

  Customer Answer

  Date: 05/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** Son

• Initial Complaint

  Date:24/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023, after discovering water in my basement I contacted Aquadrain, which sent a plumber to examine the issue. He did some basic checking, but not finding quickly the source of the issue, he had no interest to explore more. In the end, it was me making suggestions, like using a camera to check pipes, They were disregarded he said it was expensive. At the same time, since he stayed longer, I was charged $406 for the visit without the issue, or the solution being ************************************* kept insisting that it was not a plumbing issue and that I should contact companies taking care of foundations. I have spent weeks discussing the issue with various foundation companies. They started by fixing what seemed like a crack in the wall; however, this crack was already fixed in 2019 and not the source of any water flowing. The foundation company advised it was a plumbing issue, and that I run a camera through the discharge pipe. At the same time, I was following up with the city regarding the sewers and discharge lines from the house. The City sent another company to run a camera through my clean-out (what I was asking Aquadrain to do) to discover that it WAS a plumbing issue: the water from half of the house was not discharging to the sewer. It was a simple action of running water in the kitchen, while looking at the camera that allowed us to identify the issue of a plugged pipe. It took them 15'. Running a snake through the pipe has taken care of the issue. This was however another $500 I needed to pay.All this time Aquadrain was ensuring me that their initial diagnostic was correct and refusing to provide follow-up service. They stopped answering my messages. I have requested that Aquadrain reimburse the cost of the inappropriately delivered service of $406. They are also responsible for $2,900.00 of the costs required to deal with the water issue for a few months because they provided me with inappropriate service and refused to correct it.

  Business Response

  Date: 28/06/2024

  Good afternoon.

  We have been in recent contact with Mr. ********* and he mentioned that he is leaving for holidays for the next 10 Days. We are looking to resolve his complaint upon his return from holidays.  More to follow on the resolution of this matter upon his return.

  Regards,

  Aqua Drain Sewer Services Inc.

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21886944
  

  I am not rejecting the company response as they have not provided any yet, only I am asking for additional time above the 10 days mentioned in the message from BBB to respond to the messages the company left me and to discuss with them. I was just about starting my holiday when the message came and I am away until June 8. i will contact them upon my return and can provide a meaningful response after. 
  

  Kind regards,
  
  ********************

  Business Response

  Date: 09/07/2024

  Good Morning,

  As per the comments of Mr. ********** we left a message with him in stating we would like to resolve this situation and work on regaining his trust as he is a valued customer of ours.  He sent us an email stating that he would be on vacation for 10 Days and will be returning on July 8th 2024 at which time he would contact us at his convenience to discuss a resolution to this complaint. 

  Aqua Drain Sewer Services Inc.

  Customer Answer

  Date: 24/07/2024

   
  Better Business Bureau:
  

  I was not able to respond online on time as the refund was taking long time to go through the banking system. I am happy to confirm that Aquadrain has reached out to me and this complaint has been positively resolved. 

  
  

  I wanted to thank you ********************, the companys GM, for acting and solving the situation, as well as the BBB for your support in this unfortunate matter. 

  
  

  Kind regards,
  

  ********************