Cold Frog Plumbing & Heating

I received prompt, professional service at an extremely good rate!! Cold Frog also delivered their expert advice, honesty and service with a personal and friendly touch, which makes doing business with them a pleasant experience. I highly recommend them for all your plumbing & heating needs.

Kelly and his crew did a great job in getting the job done on time and on budget. In fact, he reduced his quote as there was not a need replace some of the shower piping.

It started great. Saw cold frog's slick website and they seemed like the right guys to replace our sump pumps. When we contacted them last fall they were prompt and had both sumps replaced within 2 days. Then this summer the primary pump failed. We called cold frog on their 24/7 support line and left an urgent message. Two days later and no reply. Out of desperation, we contacted another plumber that we knew and they replaced the primary the next day. The other plumber told us that the pump shouldn't have failed within a year and we should contact cold frog for a warranty refund. So I called cold frog repeatedly over a two day window, getting the voicemail every time until I finally lucked out and got Kelly. Then the fun started. There were questions about why we didn't contact him ( we left an urgent message ) and why we didn't call his cell ( there was only one number on his website ). Unfortunately for us, we misplaced the invoice for the work. Kelly then asked for the contact name and address. I gave him both our names and the address. Days later I texted him for follow up and he couldn't find the invoice. He asked for a photo of the pump. We sent it. Again, days later I follow up and still no luck with the invoice. We need to find the invoice or give him the date of the work or he can't do anything. I ask why the date of the invoice would be so important. Shouldn't you be able to reference an invoice by name or address? During this whole time, which by now has spanned almost a month, all we are asking for is a refund on the pump, not a refund on the service charges. Finally I get a text saying that we will get a full refund and asking for my email address. That was more than a month ago and I haven't had any replies to my texts since. Buyer beware...

Service rep was actually very nice and did good work but I feel like the victim of highway robbery: the company charged me $625 for about 80 minutes of work! The work included install of a small inexpensive sump pump (about $150 value) and the rest was labour to remove an old pump and clean out the sump... which meant just scooping out some mud then hosing it down with water. Next time I'll do the work myself. I would have been fine with paying the $500 they quoted in advance since I had agreed to it but the invoice also included an "extra" $100 surcharge + GST for reasons the company could not explain. They first said it was "travel time" but their office is 5 minutes from my house. Then they said it was for such a large amount of work required to replace/install the sump pump, but come on, that 80 minutes included chit chat with the service rep. I'd breakdown the high labour cost as follows: at least 30 minutes was just hosing down the area and cleaning up, about 30 minutes to scoop out some mud with a plastic cup and 20 minutes to install the pump.

Then the company refused to take payment by credit card, saying they have to pay service fees and it just wasn't worth it to them for such a small amount. So much for customer satisfaction! Every company taking credit cards pays those exact same fees and they're about 3%. So I paid in full by Interact e-transfer and then five days later I'm still getting "invoice overdue" notices in email from this company. I would not use them again because they really don't care about customers like me.

We hired Cold Frog Plumbing to replace hot water tanks. We were completely satisfied with the service provided, from A to Z. The price given to us with the initial inquiry was exactly what we paid in the end (you may find it a bit high but this is because we needed to replace two tanks - not just one), the service was provided timely and met our expectations. The area around the installed water tanks was cleaned up by the company to our satisfaction. We would definitely use their services again shall the need arise.