Shanmugam Shanthakumar

2 weeks ago

I contacted Drainage Doctor on 10th of June regarding a blocked stormwater pipe caused by silt buildup. I clearly explained the issue and advised that the silt needed to be removed. Before booking the job, I specifically asked whether a vacuum truck would be suitable for removing the silt. At no point was I told that a vacuum truck could not remove silt from a blocked stormwater pipe. The job was originally booked for Friday, 12 June 2026. Later, I received a call advising that they had a cancellation and could come earlier to carry out the work. Technician Mike arrived at my property and spent around 15 minutes on the phone speaking to someone else, yet this time was included in my invoice. I do not understand why I should be charged for that time. After inspecting the drainage, Mike informed me that the silt could not be removed using the vacuum truck. If the truck was not suitable for the job, why was it sent in the first place? I was then issued an invoice for $287.50 despite the problem not being resolved. When I called the company to discuss the issue, the lady I had previously spoken with refused to speak to me and passed the call to another staff member. She claimed that I had been advised during the booking process that the vacuum truck could not remove silt. If that was truly the case, why did the company still send unsuitable equipment and charge me $287.50? The staff member then attempted to book another job for the same issue. After this experience, I decided not to continue using their services. Overall, I experienced poor communication, poor advice, and unsatisfactory customer service. I encourage others to carefully consider their options before booking work with this company. Reply: Thank you for taking the time to leave your feedback. We're sorry to hear that you were unhappy with your experience, as this is certainly not the outcome we aim for. We would like to clarify a few points regarding the booking and attendance. During our initial phone conversation, you advised that there was silt in the stormwater system and specifically requested that a vacuum truck attend the property. During that discussion, we recommended starting with a high-pressure water jet flush to attempt to clear the line and determine whether a vacuum loader was required to remove the silt. We explained that this would normally be our preferred approach and that we could not guarantee that a vacuum truck would be suitable based solely on the information provided over the phone. Despite our recommendation, you were adamant that a vacuum truck was what you wanted against our recommendation and requested that we proceed with booking one. As discussed on the phone initially the Vacuum Loader is charged out at a yard-to-yard rate. The pricing for this service was discussed and agreed to before the job was confirmed and was also sent to you via email. When our technician arrived on site, he carried out an assessment of the drainage system and determined that the silt could not be effectively removed using the vacuum truck alone. Unfortunately, drainage issues often require an on-site inspection before the most appropriate solution can be confirmed, and the conditions found on site indicated that an alternative method would be required. Regarding the time spent on site, our technician was consulting with our team to discuss the best possible solution for your situation. This formed part of the assessment process and ensured accurate advice could be provided. Following the visit, you contacted our office to dispute the charges and advised that you believed the wrong vehicle had been sent. During that conversation, we reiterated that the vacuum truck attended because it was specifically requested, despite our recommendation to begin with a flush. We also reconfirmed the pricing that had been provided and agreed to before attendance. As the discussion continued, we offered for you to speak directly with the owner to discuss your concerns further, which you accepted. While we understand your frustration that the issue was not resolved during this visit, we believe the service provided, the advice given, and the charges applied were consistent with what was discussed and agreed upon prior to attendance. We appreciate your feedback and wish you all the best in resolving the drainage issue.

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Dr Paul Wood

3 weeks ago

Total pros...total LEGENDS. Can't recommend highly enough. They came, they saw, they conquered... and now I don't have to worry about my porch flooding due to a blocked drain. Reply: We're thrilled we could get the drain cleared and give you peace of mind knowing your porch won't be flooding anymore. Our team takes great pride in solving problems quickly and properly, so it's wonderful to hear that came through in your experience. Thanks again for your kind words and recommendation. We really appreciate your support and look forward to helping if you ever need us again. – The Drain Doctor Team

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Andreas Heuser

1 month ago

Very prompt response from Drain Doctor. Thank you to Sione who was a pleasure to deal with and did a great and tidy job. Very reasonable and transparent pricing. Reply: Thank you for your kind feedback! We’re so pleased to hear you had a great experience with Drain Doctor.

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Maggie Zong

1 month ago

⭐⭐⭐⭐⭐ I had a very positive experience with Drain Doctor. The team responded to my request urgently, provided a detailed quote on the same day, and arranged on‑site work within two days. Their efficiency was impressive. All pricing was explained upfront, which gave me confidence throughout the process. Special thanks to Crystal and Lisa for their proactive communication. They kept everything smooth and easy, and their professionalism made the whole project stress‑free. Overall, I appreciate the team’s responsiveness, clarity, and friendly service. 👍 😄 Reply: Thank you so much for your kind words and for taking the time to share your experience with us 😊 We’re really pleased we could respond quickly and make the process smooth and stress-free for you. Clear communication and upfront pricing are things we pride ourselves on, so it’s great to hear this gave you confidence throughout the job. We’ll be sure to pass your lovely feedback on to Crystal and Lisa — they’ll really appreciate the special mention. From all of us at Drain Doctor, thank you for trusting us with your project. We’re always here if you need us again 👍😄

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Heather

3 months ago

These guys were so prompt, professional, excellent communication from their office. The guy who turned up was so nice and unblocked two extra drains I didn't even know needed it, highly recommend. Reply: Thanks so much for the great feedback! 😊 We’re really glad to hear you were happy with the service and communication from our team. It’s always our goal to go the extra mile, so it’s great to know the technician was able to sort those additional drains for you as well.

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Andrew Townend

4 months ago

Excellent service in dealing with a blocked drain. Prompt, efficient, friendly, professional. Reply: Thank you for your review! We’re pleased we could resolve the blocked drain promptly and make the process easy for you. Don’t hesitate to reach out if you ever need us again.

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