That was the most unprofessional and disrespectful interaction with a business owner I have ever received. New to septic systems as I recently bought a cottage and had never called a plumber before, so I wasn't sure of the all the right questions to ask. Had what I thought was a blocked drain. The first time they come out, they're there less than 45 minutes cleared it enough so it would work. Charged 4 hours of labour, 2 for an apprentice to just stand there. Clogs the next time I'm at the cottage. Call again to schedule something. Have to play phone tag for days to even get the owner. Told on more than one occasion "oh he's just on the other line, he'll call back" and don't hear anything for hours. Finally get him and have something arranged, the day before he said there was a chance it would work. He calls after 5:00pm. Effectively leaving me in limbo for days and making it impossible to know if I should just give up and see if I can arrange a different plumber. Even though the boss tells me over the phone he figures its roots in the line, they come without the tool called the "root ripper" so they have to auger it using other tools over and over. Charged for 7 hours of total labour, this time 3.5 hours for the apprentice to just stand there. Having never dealt with a plumber before, I wasn't sure how the two bills were arranged, as we were now up to over $1,400. Within moments on the phone, the owner is yelling at me, unprofessionally and disrespectfully. He blamed me for not asking for the camera to be used the first time. He accused me of not wanting to pay for it on the first visit, despite me having no idea it even existed in the first place and never being offered. For the record, given the drive length from their office to my cottage I would have absolutely agreed to the camera to ensure it was actually done right the first time, especially given I didn't know for sure what the problem was and I'm unfamiliar with septic tank issues. Yelled at me, accusing me of being a cheap skate because I had a question over whether a $1,400 bill was reasonable given how quickly they needed to come back to properly fix the issue. A genuine question over how the two bills would be combined on my part met by an irate unprofessional attack. Was told the root ripper wouldn't have made the process faster, which is absurd for two reasons: 1) the first time they cleared the drain of all but the roots in less than 40 minutes total, versus the second time it took like an hour and a half to clear the roots. 2) The plumber on site said it would have been easier with the root-ripper. I was shocked at the conversation, if you could call it that. I will never call them for service again, even if it was an emergency. read more