SECOND CALL
After reading my review I received a call to offer a chance to show that customer service is very important to Hy pro plumbing, they booked an appointment to come back out and run a camera through my pipe out to city service line. The technician was very friendly and showed me the video as he rodded the pipe, he then sent the video to his boss who then contacted me with several options available to me. The biggest thing to me about this second visit is they showed me that customer service was priority to the company and they were very receptive to me feedback. So for this service call I am now changing my review as it was a very positive experience.
FIRST CALL
I had them come out to unclog my basement toilet and shower line that merge together before hitting the main line going outside, the 1st tech was polite and did rod the pipe and got it to drain, he then said another tech would come in the morning with a camera to rod the pipe out to the street, he tech came and used the camera and it was very hard to see the whole pipe because he was pushing it so fast, he said it was corroded and had possible separation of pipe outside, he mentioned possible options but offered no pricing, he went outside to talk to his boss he said, I did kept asking for some sort of pricing or quote but still nothing, he said his boss would call me to discuss and give pricing. It's been about a week and a half and no call, he also didn't plug the pipe back up to stop any gases from coming into the basement, he also dropped his rodder wheel down the stairs marking the wall and floor and didn't even care. I guess I will call around and find a company who really cares about customer service.
Response from the owner:Thank you for taking the time to leave your feedback. We're sorry to hear that your experience didn’t meet your expectations. It's important to us that our customers receive both quality service and clear communication, and it seems we fell short in a few areas during your visit.
We sincerely apologize for not providing the pricing or quote you were looking for and for the lack of follow-up from our team. That’s certainly not the level of service we strive to deliver. Additionally, we regret that the technician didn’t take more care when handling your property. These are important details that we should have handled with more attention, and we truly appreciate you bringing them to our attention.
We’d love the opportunity to make this right. If you’re open to it, please give us a call at 1-888-574-8181 so we can address any remaining concerns and ensure you're taken care of properly.
Canadian Owned and Operated