Drain Masters Plumbing

Technician: Marcus, came to diagnose my water heater leak on November 23rd, after I opened a service request through my home warranty. Technician arrived on time within stated window. I advised him that the issue had been going on for a couple of months. He had an attitude with me as he asked well, where is the leak ma'am cuz I don't see one. I advised him there is a bowl underneath catching the dripping water (which was right in front of his face) and advised him it's a slow leak, over a weeks timeframe it fills the small bowl. He spent an hour in his van after saying he was going to go call in my service request. He finally came back to tell me what the issue was and what he needed to fix it (valve). I said okay. He asked what my availability was for November 26th between 12 and 4pm. I said I'd be home. He was a no call no show all day. He apparently got back in his van and called in to the home warranty people stating I told him the issue had been happening since I bought my home. I have our conversations on security camera and no where did I say this to him. I said 2 months it had been happening which means around August of this year and I bought my home in December of 2017 and my appraisal reports all appliances in working order! He just didn't want to perform the work so he felt the need to lie, AFTER telling me he'd be BACK at a specified time WITH the part he needed! Unprofessional technician. Now, my home warranty reviewed everything and a 2nd company has been contracted to get the job done right after my time has been wasted with Marcus at Drain Masters!

I went through this company due to AHS warranty for a hot water heater.  Ryan arrived to diagnose the problem within the time frame and returned to fix it within appointment time.  He was nice and fixed the issue quickly.  I did have to keep calling the office to make sure we didn't slip through the cracks.  My only upset is that it shouldn't take 5 days to replace a water heater when the warranty authorized the approval within minutes of the technician leaving my home.

**VERY LONG REVIEW, SO YOU KNOW IT IS REAL**

My wife called Drain Masters in mid September because we were having an issue with our water heater. A technician came out the next day and evaluated that our water heater had to be replaced and it would cost $1600.00. Not cheap but had to be done. The install was a few days later which wasn't ideal but we were understanding that it couldn't be fixed right then. We trusted that professionals would fix the problem that they are trained and licensed to fix. A few days after the new one is installed my wife calls because it's not working and the same technician comes out and fixes THE BRAND NEW SYSTEM. A few weeks later there is no  hot water again so my wife checks and the pilot light is out. She reads the manual which tells her to try and light it 4 times and then to call professionals. It didn't lite so she called drain masters again. This time a different technician comes and got it lit. Then he was condescending to her like she was incompetent. Within a few hours the pilot light had gone out so she called back. The technician said he expected the pilot light to go out because his company installed a water heater designed for natural gas but we are using propane!!! So not only did they installed the WRONG water heater but when he was there to fix it, he didn't try and correct the mistake he just lit the pilot light and left KNOWING  IT WAS WRONG! He came back to the house at the end of the day and said he would have to order parts to fix it and we could be charged for those parts (really, your going to charge us because Drain Masters installed the wrong equipment!) At this point, I get involved and call even though I am out of the country. I get the very typical, zero responsibility or accountability answer of well sir, I didn't do the install so it's not my fault... blah blah blah I explain to him that it's unfortunate but regardless the company he works for did do the install and what are they going to do to correct the issue? He said that he was going to look for the correct component for propane and install it on the water heater. He said he would talk to the owner and call my wife back that night. Of course the technician or the owner never called because they don't care. I called the next day and talked to the office manager. I asked for a refund, which they said they could not do??? She said they were trying to find the component for propane. I told her, so your company is just going to swap a component on a piece of equipment that is designed for natural gas but has been running on propane for nearly a month? And you think that's ok?
When it was all said and done (almost a month after being paid $1600.00) they did replace the water heater for one that was designed for propane but it raises the question, is the only reason they did that because I said it probably wasn't safe. This company doesn't care. They have zero accountability. I will never use them again and I will never recommend them to anyone.

Ryan was our technician and was absolutely fantastic! He worked diligently, professionally, and had great customer service. He communicated well the entire time about estimates, work to be done, issues, etc. He made it an easy streamlined process and we already told him we would be contacting the company again! Thanks!!

Zero stars.  This was the company my home warranty sent.  Very first appointment the guy was 2 hours late...after my 3 hour window.  He came to basically tell me I needed a new water heater...which I already knew.  I'm active duty military and was transferring in days.  He was very rude in telling me there was nothing he could do to move my name up the list and I would get a call the next day to set my appointment.  Nobody called.  I had to call back, and have since left my house, where the floor is soaking wet.  It will be 12 days before they put the new heater in.  They blame the warranty company, warranty company balmes them.  Nobody cares about the fact that my floor is soaking wet, and they are going to install a new water heater on a soaking wet floor.  Because I'm not there, there is nothing I can do about it.  Customer service rep tried to help...I think, but they have made zero attempt to help me solve any of my issues.  Never call them if you want promt, descent service.  I would change companies if I wasn't already gone.

Serviceman did not want to be there.. made it clear he had no plans of actually doing any work when he came up with the excuse that floor tiles would need to be removed in order to access my leak.  Called another plumbing company and the leak was repaired in 30 mins without touching one floor tile.  In summation, do not call Drain masters on Sundays( football season or not) and do not call Drain Masters if you want plumbing repairs done and lastly just DON'T call....period

Aaron was great. Efficient, neat and professional. He and his partner did a great job. Thank you.

Technicians came out and diagnosed problem quickly when other company's could not.  I would use them again.

Drain Masters has taken care of my home plumbing needs for over 4 years. They have always been reliable, honest and trustworthy.  They help me keep cost low with quality service. Cheers to them!

Mike Jefferson, Ryan Morgan and the crew are perfection to what needs to be done. We had a huge leak issue that we thought would take days or weeks maybe to find the problem but they jumped in and quickly fixed the problem. I almost NEVER do reviews unless it's a recommendation that's worth its weigh.

Had water leaking in my laundry closet, hallway closet and onto my hardwood living room floor. Thought it was coming from my wash machine. Drain Masters showed up to the rescue and discovered a leak inside the wall in the laundry closet. Marcus and crew rectified the problem very quickly. What a relief. Drain Masters was very professional and did a wonderful job. I would recommend Drain Masters to all my friends and family.

I went thru this company because of my home warranty, the problem was inside the wall a leaky pipe, which I told them. The first time they came out Ryan said we do not tear down walls Well I thought to myself ok maybe they have to wait for the claims adjuster. Had the adjuster come out and they said tell the plumber to go ahead and tear the wall down to see what the problem is.Called  Drain masters again, told the receptionist that my claims adjuster told me to tell them to tear the wall down she said ok and set me up another appt. Ryan came out again(mind you he has seen the wall already) and again told me that they can not tear the wall down, why you ask? they said they only tear down drywall and my wall was 50 year old plywood that is now about 1/3 thin. So I have now hired a contractor and he tore the wall down called them back and made another appt. Then got a call from my home warranty saying they asked to be transferred.... really?

Like many folks on here, I put my ticket in through my home warranty - and paid my fee up front.  Ryan Morgan was scheduled for a visit in less than 24 hours, and arrived exactly within the timeframe.  He was super nice and even loved on my new puppy!!  He very quickly repaired my leaky tub valve!  Great job, highly recommend!

The worst experience I've ever had.  I would give zero stars if I could.  Started off ok then went downhill very quickly.

My water heater started leaking.  Drain Masters was recommended by my home insurance company.  Drain Masters came for the service call and informed me that the new heater would not be covered by my home warranty and it certainly could be replaced...grand total would be about $1200.  Certainly could have gotten a 2nd opinion but that would require another service call and possible fee so I said yes to the amount and gave $600 as deposit.  I took the Friday off work.  Drain Masters came as scheduled.

1st problem:  He said that at the service call he didn't realize the heater drained from the bottom.  My heater is in a room below ground level and he had no way to get the water out of the heater.  He said this was his mistake for not noting this.  So I tried to help him lift the heater out (with 50 gallons of water still in it) but we couldn't lift it.  He said he needed to go get help and also get a different heater because the one he had in his van was the wrong size.

2nd problem:  He came back.  He then informed me that the new tank he had was too large for my doorway.  He said he didn't measure correctly.  The solution he had was to use a saw to cut away my door molding and put the heater in but I would then need a carpenter to fix what he had removed.  I obviously declined and told him that I would have to consider other options but my old tank needed to be reinstalled (it still worked some).  He did this and informed me on his way out that there would be a fee for removing and reinstalling my old tank.  I said I certainly would not pay for Drain Master's mistakes and he said I could speak to his manager.

3rd problem:  I called the office manager.  She was not helpful.  She said things like this can happen and that the technician was eyeballing the job.  I asked to speak to someone above her.  He called me right back and kept giving excuses for the technician.  He 1st told me there was an electrical problem with my heater (the technician never even mentioned this).  He also said that I would be responsible for putting my old heater back in because the technician did do some work.  This is ridiculous..I didn't have hot water and was I to leave it in the floor until I called an electrician, carpenter or even a new plumber?  After lots of yelling he finally refunded my deposit.

On a positive note I was able to get my dad to come and install the heater.  He lives 6 hours away.  He's handy and completed the job in 3 hours...no electrical issues or problems with the doorway as I was told by Drain Masters.  Total $600.

I hope this review helps and prevents someone else out there from using Drain Masters in the future.

I would give zero stars if possible.  Our home warranty contracted with them to service and possibly replace our water heater, fix a loose kitchen sink, and shower mixing valve.  The kitchen sink and shower valve were done fine... but here comes the 1-star....

Apparently, the water heater needed to be replaced, and the copper pipes on top were not installed to code (even though they passed inspection 3 years ago).  After the plumber cut off water at the street to install the new water heater, when he pressurized the system it apparently caused a leak within the wall by the water heater as well as causing a second-floor toilet to leak.  This was discovered when we returned to the house after three hours to see water beginning to form along a beam on the ceiling of the first floor.  The next morning, we noticed the water leak in the garage coming from the wall next to the heater.

Drain Masters came out to repair the toilet and garage leak at no additional cost, but involved them chopping out part of the sheetrock to get to the leak.  Turns out that though the first plumber blew the pressure valve when he repressurized the system, they don't have any responsibility to repair the sheetrock, so we had the joy of finding out the warranty covered someone else to repair the sheetrock but only do a rough patch, but still cost us another $75.

What ticks me off most is the failure for responsibility of damages directly caused by the initial workmanship.

Our hot water heater needed replacing Ryan and the crew that worked were very helpful and professional when installing our new one. Ryan has great customer service and it didn't take long completing the job.

I cannot recommend this company based on their treatment of my son-in-law and daughter. The only thing this company has mastered is incompetence and lousy customer service. My daughter's hot water heater went out on New Year's Eve. The hot water heater also controls their heat. First plumber that came out on Tuesday failed to submit paperwork to their home warranty company. Second plumber finally came out on Thursday and submitted the paperwork  After several calls to them today, they were told no repairs until next Wednesday. Meanwhile a snowstorm and several days of freezing temperatures are in store. Do yourself a favor and steer clear of this company. They lack professionalism and basic compassion for the plight of others.

I would avoid Drain Masters at all cost.

Their plumber came out, looked at my sink, and said he'd have to do more research on the kind of pipe that was leaking (something you'd think a plumber would already know).

That was the last time I saw him. He just left and no one from his office ever returned my calls over the following weeks. They'd all tell me Oh we'll look into that and call you right back. No one ever called me. I wasn't rude. I wasn't confrontational. They simply blew me off.

Eventually I gave up and called my insurance company, who made sure to send a different contractor the next time.

If you want a headache, call Drain Masters. If you want your problem fixed, call someone else.

horrible company I am waiting for them to come  back for the FOURTH time. The girls in the office have lied to me about why they are late.  This is ridiculous waiting around for four days of my life. If your smart try someone else.

I have MOEN bathroom faucet. I got lazy to do research and I called my warranty and send a guy name Ryan. He said he took the picture of the part and he said the valve is worn. He said the home warranty will call u because the part is not under warranty ( part cost 35-45 dollars moen  1222) Easy to replace as the instruction on Moen website.  I got no called from the warranty the next day so I complain that the faucet is not fix yet so she schedule for Monday and the company send a different technician and he has no clue about the first visit from a different technician. He did not have a report from the first visit so I gave the guy cell no. And he message him. So nothing been done because they have to tell to the warranty how much the price to fix it. Because I have a heavy leak, I decided to buy the valve for a price of 35 dollars at Home Depot. I watch the instruction at the Moen website and it's easy to replace maybe 30 minutes max and voila no more leak.  Home warranty called me last night and left a message the price to fix it is 410 USD. I already paid the 125 Dollars deductible not being fix.  The total to replace a simple valve is 535 dollars. Wow that's a crook. 200 maybe reasonable to replace a 45 dollar part Moen p/n 1222. 50 dollar part 150 labor.  I don't recommend this company, Hire a smaller business who is honest.

Just not worth the time or money. 26 hours after an emergency claim we are contacted by the plumbing company. The plumbing company says they're busy and it'll be another couple hours, which go by with no contact, then a call about 3 hours into that time and they say there's an additional $100 fee because the roads are bad and their technician had to take a four wheel drive.

Where has the customer service gone?

***Update: Mike, the owner, called me shortly after I posted this review to discuss the reason for my review. While I'm not satisfied with this situation and how it unfolded, I do believe Mike is trying to provide a good service for his customers. I also understand the weather has not cooperated with anyone this weekend.

I have had nothing but wonderful experiences with Drain Masters Plumbing.  I had to call them a couple weeks ago about my hot water heater.  I was originally going through my Home Warranty Company and they sent someone to my home who was dishonest, and left such a mess.  I decided to no longer deal with the warranty company and I called Mike at Drain Masters Plumbing.  I had been without hot water for 3 days.  He got me on the schedule immediately and within hours I had hot water again.  John and Ryan came out to do the work and they were Awesome.  They were polite, helpful, and efficient.  I could not believe how quickly they got the job done.  I don't see a point in going anywhere else for my plumbing needs.  Even though I have a home warranty company I still end up call Drain Masters Plumbing.  I know I can trust them and they aren't going to try to rip me off and they do a great job every time.

This company is a nightmare.  My Apollo hot water heater stopped working in my rental property and my home warranty company sent Drain Masters out to fix the problem.  In total, they sent six different guys out, including the owner, and each had different diagnoses and my property manager caught them in many lies.  MY HOT WATER HEATER DID NOT WORK FOR ALMOST 30 DAYS IN THE WINTER.  My warranty company finally had a second company come out to assess, and they said it was the thermal coupling.  Drain Masters said that they replaced the thermal coupling in their first visit!  I ended up paying my tenants back half a month's rent for their inconvenience and of course they have been livid with me and my property manager for a month now.  In total, Drain Masters cost me $750 in lost rent and $200 in visit fees.  They ALMOST had me paying an additional $700 out of pocket (fees not covered by warranty) if it came down to buying a new hot water heater and almost cost me my tenants.   Just skip this company altogether and go somewhere else.

Could not have been better. Quick response, professional, friendly, and very courteous. Diagnosed issue quickly and was able to fix right away. Excellent company.

If I could rate less than 1 star I would. We unfortunately were given this company through our home warranty company, and its been lies, attempting to rip off, deceit, and false reports. This is all done in an attempt to get you to believe the issue isn't covered ( or they report falsely to warranty company ) that its not covered, this way they can charge you higher prices to perform the work that should be covered.

After the falsely reported bellies in the line, they immidelty jumped at every chance to get us to sign up for every other plumbing thing you can think of. They lied and said they cleaned our line, (their own employee stated the lines were kinked from a previous job ). We've come to find out that they incentives there employees with financial rewards to report the work so its not covered, and then bid on it.

We didn't think we had to, but now know to check other reporting agencies such at the BBB, where you will see this company had an F rating. Theres so much more that went wrong, its just frustrating to even write it. I will sum it up with the following statement.

Call your insurance company and change the plumber coming to your house immediately if you get Drain Masters.

Zero stars - Zero stars although I had to select 1 star!!! Terrible customer service from the beginning. My hot water heater broke and began leaking water early Sunday morning.  I immediately called my homeowners warranty insurance company who in turn assigned Drain Masters.  I was told Drain Masters would call me by the end of the day Sunday or Monday to assign an appointment, but that service would be provided no later than Monday.  I called Drain Masters early Sunday afternoon and was told the office is closed on Sunday and they would get the job claim first thing Monday morning and book me an appointment for Monday. She also stated that the office is closed on the weekend.  On Monday I called Drain Masters again and was told the earliest they could come out was Tuesday between 12-4 pm.  I explained that this was unsatisfactory in that I had already been without hot water for 36 hours (with a child in the house) and the person I spoke with on Sunday said that I would get service on Monday.

While speaking with Drain Masters I quoted to her exactly what their website says... professional customer service 24 hours a day 7 days a week.  When I quoted this to her she said that didn't apply to me because I was a home warranty referral and their Plumber's supporting home warranty jobs only work Monday - Friday until 5pm.  Again, I explained that as a paying customer this was completely unacceptable and as a customer it should not matter where the referral came from - an emergency is an emergency.  Again she stated that the earliest they would come out is Tuesday afternoon unless there was a cancellation.  My situation did not constitute an emergency on her or the company's part. Again, I explained that I would be out of hot water for 2 1/2 days by the time they fixed it, that I had a child in the house and that I was having to shower at a local gym.  This did not matter to her.

I immediately called my home warranty company back and was reassigned a local plumbing company that will be at my house this afternoon.  Hopefully this will work out.  Bottom line, especially if you have a home warranty, if you are assigned Drain Masters by your company... turn it down and request for a different company.  No compassion or professional customer service as their website says.http://drainmastersplumbinganddrain.com/

I am a very patient man and it takes a lot to push me to the limit, but this did it. Totally unprofessional.  Stay away.

The plumbers from drain masters were a dream come true when our drains backed up today. They were all extremely helpful and did whatever it took to make sure our problem was solved.

$95.00 for a water heater drip pan? Costs maybe $20.00. Tech says company says you need an expansion tank to meet code at $250.00 installed? Not what code says, and unnecessary. Never use them again, regardless of what the warranty company says. Two stars only because the tech was ok.

I needed a hot water heater replaced. They did a good job but never removed my old hot water heater from the three floor. He stated that he would come back but never did. I guess I have to hire someone else to finish their job. Very disappointed.

Used through home warranty. Replaced a leaky water heater and in the process caused an even worse leak in a line they replaced that went unnoticed causing more damage. Also the supply lines they installed run next to and touch the water heater electric box. Also was a pain to get them to return to fix it. Would never use again

It was our worst nightmare, a leak coming from somewhere and our house is on a slab foundation. We contacted the warranty company who sent out a company that could not perform leak detection and was a wasted trip. Next phone call to the warranty company and they put us in contact with Drain Masters, a locally owned and operated business. Beth contacted us to set up the initial appointment and was extremely professional, courteous, and understanding of our concerns. The owner, Mike Jefferson, performed the leak test and within 30 seconds, identified where the leak was. I am not kidding it took 30 seconds! The leak was found on Thursday, Mike came back two days later on Saturday, and we were prepared to have our slab jackhammered to get to and fix the leak. Once Mike arrived, we spoke a few minutes about the symptoms we experienced during the week of turning the water off and on because of the leak. Mike cut a hole in the drywall, which would be replaced anyway, and found the leak. Mike saved us over $1200 because he listened, and cares about his customers. Drain Masters will be our go-to company for any plumbing issues in the future. We highly recommend this company for its honesty, integrity, availability, and professionalism!!

Ryan was awesome!!!!  3 days before thanksgiving and I had a horrible clog in my kitchen, poor guy spent 2hrs and finally, magically, fixed it all, and even offered to stay and help put stuff away under the sink!  What a great company!

A very unapologetic and selfish company. They have a really nice receptionist and that's the only positive thing I can say. Technician came and diagnosed my water heater valve as being faulty. He said they will have to order a part and return. Days go by and no one calls me to schedule a return appointment. I called and left a message and no return call. I finally call again yesterday and the receptionist answers and quickly sets about trying to figure out what happen. She apologizes and says somehow I fell through the cracks. She's not sure what happened, but the part was at Lowe's ready to be picked up. So she made some phone calls and got me scheduled in for today from 12-4 since I expressed 11 days without hot water in this weather is a lot. I've been boiling water and filling buckets up, just so my 3 kids and I can shower. Which is dangerous as well.
I leave work early to make my appointment and 4 o'clock rolls around and no plumber. I called and they said they were just about to call me. Turns out whirlpool sent the wrong part. That I was going to have to wait 7-10 business days unless I wanted to pay the 30-35 dollars to have it overnight. Also that it was so late in the day that they couldn't overnight it till tomorrow. The lady(I presume office manager) was unapologetic and refusing to acknowledge their mishandling of the situation. If I wouldn't have been forgotten about, they would of found out last week that it was the wrong part and place the correct one on order. I would of had hot water today. To not call at all even after your 12-4 window to inform me they weren't coming is also poor business practice. That's time away from work. They refuse to pay for the overnight shipping, despite letting me fall through the cracks. I'm a pretty forgiving person, we all make mistakes. But to not try and provide a solution to your customers which you have wronged in 3 occasions is just poor. I'm a single working mom of 3 kids, who pays her hard earned money to have a working water heater. To just dismiss me as my business doesn't matter because it's handled through an insurance company is bad form. To not make amends for your mistakes is bad form. To waste customers time and not return their calls is unacceptable. I do not recommend this company, and I will make sure my insurance company addresses this situation, henceforth.

This company has horrible service.  They have stood me up twice and when I call they can only say I'm sorry and we don't know what happened.  Neither time did they call and say they were running late or behind.  The second time, now that I called them, they say they are on their way, one hour after the four hour window I was given.  The owner did not seem to care that I took two half days off of work to be there and get no service.  It is obvious to me they really don't care.

We had an issue with our plumbing and they were out very fast to help us correct and issue (some one else's mistake) and help us fix our garbage disposal as well. Rich was our tech. He was polite, understanding, and well educated. If it were up to me he'd be our tech any other time we need plumbing help. :-)

Quick service...very reasonable rates... Solved a problem 2 other area companies failed at...for about half the price I paid each of them.  Will definitely be a repeat customer and tell all my friends and family !!!!

TERRIBLE company. Waited on 3 different occasions for them to show up - they never did. The first time they gave me a window of 12pm-4pm, which is basically an entire work day. I waited until 5:30 and they never showed. The other two times they said they would be there in 15 minutes - never showed. The most unprofessional company I have ever worked with. I have no idea how they are still in business.

Would not recommend at all.  Rip off...home warranty company (ahs) recommend them and set appt up 2 days later. Well repair guy came out and quickly gave me a price to change water heater.  Almost $1000. Thats just parts no heater.   Said i need to bring it up to code.  He thought he was talking to a dummy.  Had to say get the hell out of my house with that BS price.  Its sad how many people fall for that price and get the repair done.  Look at their BBB grade.  Its a F rating.

I wish I could give them 0 stars. I was referred to them by my home warranty company for a leak under my drive way. They give me a window from 10am to 4pm. So all day. I had to take the day off from work. The plumber shows up at 3:30 for the leak detection. He was very rude and acted like he didn't want to be there. He did the leak detection and marked where the leak was and said I needed to call and make another appointment to finish the job. I called the next day and set up an appointment for the next week. This time they said that they would come at 9am and it would be an all day job to complete the work. So I took another day off from work. On the day of the appointment I wait around. Finally at 10:30 I called to ask if they were still coming. The receptionist told me that they were just out buying concrete and should be there soon. So I waited more. Finally they arrived at 3:30pm. One guy drilled the driveway where it was marked while the other guy, the guy who did the leak detection, sat in the truck. The drilling went on for over an hour. Finally the guy who had been sitting in the truck came up to my door and said that the leak wasn't where they thought it was and that they would have to come out another day. He said he would come back the next day and do another leak detection and I didn't need to be there. He never came and did the detection nor called.

If you like to be treated rudely and have your time wasted by people who can't do their jobs, then call Drain Masters. If not, then call someone else. Like literally anyone else.