Stan from Toronto

I believe that a mark of a truly outstanding company is not in how they handle easy and uncomplicated jobs but in the manner that they respond to the ones that go awry. In this sense, Vitaly (apologies if I misspelled his name) and his team at Master Drain and Water Works proved their worth and mettle. I called Vitaly and two other contractors to estimate the cost of replacing the private portion of my service line, which was lead on the outside leading up to a rusty galivanized valve and pipe inside. Vitaly came in way under the other 2 contractors and, to be truthful, this worried me if not for the fact that my buddy swore by the quality of his work. Getting in touch with him was easy as Vitaly answers his cell phone day and night. His crew arrived promptly at the agreed hour and started work. A few hours into it, things started going wrong. Due to the location of the pipe and the elevation of both the driveway and basement, Vitaly's crew had to rethink their original plan and figure out how to replace the pipe with as little disruption to me and my family. After digging a few more holes and finally getting the torpedo to work accurately (the thing got stuck several times initially), the pipe was replaced and water flowed properly into the house for the first time in a very long while. All this time, Vitaly kept me updated of their progress and was truthful about the situation and this allowed me to plan and adjust my schedule accordingly. What should have been a relatively straightforward 4 to 6 hour job turned into 3 days. I was expecting Vitaly to readjust his estimate and ask for more money but he didn't and instead honored his commitment despite the extra time his crew had to spend in getting this work done. To me, Vitaly's team were caught unprepared by how the former homeowners of my property did things. Throughout the work, I noticed the shortcuts that were done to the house and plumbing. If anyone was to blame for these complications, it would be the people who built/renovated the house. Despite all these problems, Vitaly was always courteous and ensured that the work continued and finished properly. I highly recommend Master Drain and Works to anyone in need of reliable and cost-effective plumbing services. I also would like to mention that I volunteered to write this review because of how satisfied I am wit hthe work performed. This review was not solicited by Vitaly or any of his crew members in any way, shape or form. After arranging a time to start (this was easy too because Vitaly