I spoke directly with Eric on the phone and explained very clear what I was needing. We had a flood in our basement that was caused by clog in the drainage system. I told Eric that I needed a scope/camera on my plumbing system to determine the clog and for the clog to be repaired. Also, mentioned that I needed a full diagnostic report so that I could turn it in to my insurance company because they needed to know the cause. Eric sent out his technician Ray. Ray first said that he could not scope the plumbing system because the pipes were too small. I thought that was strange and even said the same to him and then asked if they had a smaller camera that could be used. Ray just said, nope. I then asked if it was just that they didn't or couldn't do it because of their limitations and if this was true of all plumbing companies? Ray said it was with all of them. Something that I did not know, and later discovered that there are indeed smaller camera's which can do the job correctly. Again, I did not know at the time that what Ray was telling me was false, so he proceeded to unclog the drain with a snake. The clog was cleared. The problem I have with all of this was the fact that i was very clear that i needed a diagnostic report for my insurance claim and also that I was lied to about the camera situation. If he was upfront with me from the get go, and said yes they make one, but i don't have one then i could and would have chosen a different plumbing company to do the job.
Also, I had a separate job that needed to be done aside from the basement flood that I asked Ray to look into and let me know an estimate and give me a call, because I needed to go to work at this time. He said he would call me. Well, I received a call from an unknown number while I was in a meeting so I did not answer and no message was left. I later called and sure enough it was Ray. I asked him some questions about the secondary estimate work, and he said i don't know how to do that and I will talk to Eric and we will either come back tomorrow to look at it or call you with more questions. Guess what? No more communication after that. I have text message multiple times with one reply back from Eric that he would talk to me in the next 10-15 min... didn't happen. I called again a couple of days later on Eric's phone and Ray answered and said Eric's busy and can't talk right now. i left another message for Eric to call me and that was 3 days ago... nothing again!!!
In my final communications to both Eric and Ray was that i needed to have the diagnostic report to move forward and for them to please help me close this out. This has all been going on now for 21 days. Very unprofessional.
I have since hired another plumbing company to do the job as was originally requested and they have passed with flying colors. i would highly suggest you stay away from Hancock Drain Service
