Our engineer attended the site in regards to a blocked drain, but upon arrival found a slow running toilet on the first floor. Using a CCTV unit, the engineer discovered that the toilet was heavily scaled at the outlet point of the pan and this was reducing the flow significantly and causing blockages.
The findings were shown to the customer and they were advised that the toilet pan required removing in order to resolve the issue. We offered to call in one of our plumbers to do this as the engineer on site deals solely with drainage issues and is not a plumber. The offer of a plumber was declined and the customer said “I will remove the toilet myself.”
In regards to the invoice total, the customer was charged £99.50 +VAT for a Look & See CCTV Survey and for plunging the toilet. The actual charge should have been 2 x £69 +VAT (£138 +VAT) for labour and 1x £99.50 +VAT for CCTV Survey, which would have totaled £237.50 +VAT. Our engineer only charged £99.50 +VAT for the CCTV survey, which revealed the actual defect and cause of the problem, that when resolved, will prevent future issues.
Had the problem been a simple toilet blockage, the blockage would have been cleared within 15 to 20 minutes. However, the blockage was a maintenance issue where scale had built up over a number of years and could not be resolved quickly without removing the toilet.
We are sorry the customer is not satisfied with the service given but we would like point out that when the job was booked we were told the drainage system was blocked, and not that the problem was a slow running toilet on the first floor of a property.
“Having asked EDS to survey a sewer pipe from a downstairs toilet to ascertain the cause of a smell, they established the cause of the problem and came up with a solution to deal with it in consultation with me so that we did not have to take up the floor inside the house. Although a tad expensive, we are extremely satisfied with the workmanship and the result.”
“I used Express Drainage Solutions to have a floor boiler replaced with a wall mounted combi boiler, the hot and cold bath taps replaced by a thermostatic bath shower mixer and had a new shower set and am more than happy with the results. Patrick and his team Paul, Peter and Stephen all did high quality work and the job was finished on time. Before I accepted the quote, all my questions were answered to my satisfaction and during the work the team was friendly and helpful. The team installed carpet protection before starting and the house was swept and left tidy afterwards. As well as the installation the team had gone the extra mile by seeking the best matching bricks to fill in where the outer wall extractor from the old boiler had been removed and made a very neat job of installing them. Once the boiler had been commissioned and registered with Gas Safe, I was shown how to use it and the programmable room thermostat. I can now enjoy a shower at near-mains pressure and have instant hot water at all the hot taps.”
“Engineer came very quickly (within 1 hour of call) and was very friendly and efficient - done within an hour and explained clearly the problem and potential solutions to prevent recurrence - would use again without question.”