Extremely Disappointing Experience -- Poor Communication, Delays, and Lack of Accountability…read more
We hired Canady's to replace our water heater and address our toilets bubbling when we showered. We were told our pipes were too narrow and needed replacing, and that failing to do so could eventually result in a catastrophic leak or plumbing emergency. Based on these warnings, we trusted their recommendations and agreed to a major plumbing project.
We were repeatedly assured by Nate, the salesman, that the project would begin on a Monday and be completed in time for a city inspection before the weekend.
Monday: Four employees arrived to replace the water heater, which was completed before the excavation work began, despite being told the opposite would happen.
Tuesday: Only two workers arrived to jackhammer and dig through our kitchen, dining room, garden bed, and yard. We were told three employees had called out and the project would be delayed.
Wednesday and Thursday: Pipe installation began, but the project was not completed within the promised timeline. With only two workers assigned to such a large job, the pace was frustratingly slow. Even our neighbors commented on the lack of urgency. Ultimately, we missed the inspection window, despite Nate assuring us twice that the schedule would allow the work to be inspected before the weekend.
The lack of care for our home was equally concerning. Our kitchen table and belongings were not covered before jackhammering, leaving concrete dust throughout the area. At some point, the crew disconnected our washing machine's hot-water supply and drain without telling us or reconnecting them. When we used the washer, water flooded our laundry room and spread into the kitchen.
Additionally, the hole extending to the exterior of our home was left open and uncovered, allowing insects and animals to potentially enter.
On Friday, we reported the exposed opening and an active leak in the kitchen trench the crew had dug. Despite being instructed to call immediately if a problem occurred, we were told no one could come until Monday because they had too many emergency calls. We were left facing the weekend with an unresolved leak and no timely assistance.
We have called multiple times requesting to speak with management. As of this writing, no manager has contacted us, and we have received no apology for the flooding, delays, disruption, or lack of support.
We understand that plumbing projects can be disruptive and unexpected complications happen. However, poor planning, inadequate protection of our home, disconnected appliances, missed deadlines, and the inability to get help when reporting an active leak are unacceptable.
We hired Canady's because we trusted their warnings about a potential plumbing emergency. Instead, we were left with a flooded home, an exposed opening, an unresolved leak, and a project that missed its promised inspection window.
Based on our experience, we cannot recommend Canady's. Customers deserve honest timelines, reasonable urgency, care for their property, clear communication, and a company that stands behind its work when problems arise.
