Reviews

Review Details

• Review fromandrew g

  Date: 04/12/2024

  would not recommend this company, owner did some work at my house and there are issues and have left messages for Rob to call me and several emails, he has not got back to me to find out what my issues are, just take my money and run

• Review fromElaine N

  Date: 20/11/2024

  I used Thos R Birnie & Sons Ltd because my toilet was leaking upstairs, and my toilet downstairs would not turn off after flushing, no leaking. On Oct 16, 2024 Birnie & Sons' technician "summary of findings" was toilet upstairs was leaking through the fill valve, toilet downstairs leaking through fill valve and ghost flushing. Both valves were replaced and supply line to toilet. My invoice was $1,303.00. Valves run $12.00 to $25.00 at **** *****. Technician took less than 20 minutes to do this work. He was here about an hour. He took most of his time in his van calculating what my cost would be for a 10 year membership, which was very pricey, very confusing and never requested. I am * ****** ** ** ****** *** *** not interested in 10 year warranty. I was completely shocked at the price, even saying I could buy 2 new toilets cheaper than $1,303.00. Unfortunately I signed to accept the work being done. I have called the company 4 times requesting an owner to call me. I have been advised that they do not give out detailed invoices and do not give out an hourly rate. I find this completely unacceptable. * **** * *** ***** ********* *** *********** ******* ** ** **** * ** * ****** **** ***** *** **** * *** ** ** ***** *** **** *** **** *****

  Thos R Birnie & Sons Ltd

  Date: 25/11/2024

  Thank you for reaching out and providing the opportunity to address the concern. Please see our detailed response below: Customer Service and Professionalism Our team takes pride in delivering professional and courteous service. Upon receiving the customer’s phone call, one of our representatives promptly and professionally collected the necessary details and dispatched a technician to diagnose and address the issue. The technician who attended the home is highly qualified for this type of work. They conducted a thorough investigation, provided clear options, and explained the required work along with upfront pricing to ensure complete transparency. Authorization to Proceed Our company policy ensures all pricing is disclosed upfront, prior to commencing any work. Customers are under no obligation to proceed; if they choose not to move forward, there is no charge, and we leave the premises. In this instance, the customer agreed to the proposed work and signed off on the pricing in advance of any work being performed which the customer has acknowledged in their submission. Additionally, we extended an option for membership, which would have reduced the overall cost with no additional out-of-pocket expenses. Work Resolution The work was completed professionally and respectfully. The homeowner has acknowledged that our team treated both her and her home with care and maintained cleanliness throughout the process. Our team has confirmed that there have been no issues regarding the quality of the work performed or it’s functionality. Pricing, Costs, and Ethical Practices Although it is not customary for us to provide a breakdown of pricing. Since the filing of this complaint the customer has been provided with a document outlining the allocation of costs and an explanation of our pricing structure. As is widely recognized, the trade industry in Ontario is currently experiencing a labor shortage. A significant portion of our costs is allocated to labor, encompassing both field and office staff. We believe in taking care of our employees, as they are essential to delivering exceptional service to our customers. We pay on the high end of competitive compensation in our service industry for our team and that is reflected in our pricing and the quality of service we provide. Additionally, as a business, we operate with a target of achieving an ethical profit margin of 10%. It’s important to note that service companies vary widely in structure and costs. Comparing prices between companies often overlooks key differences, such as the scale of operations, making it challenging to draw accurate comparisons. Historical Context and Conclusion Upon receiving this concern it prompted us to examine the history we have on file. After reviewing the history of our service at this address, we have identified a pattern of recurring concerns related to pricing, dating back to 2014 each time we have attended and performed work. While we value the customer’s business, we regret that we have been unable to consistently meet their expectations in this regard. Given this pattern, we believe that another service provider may be better aligned with the homeowner’s pricing expectations moving forward. We sincerely wish them the best in their future endeavors. Thank you Sincerely, The Birnie Team

• Review fromL. G.

  Date: 22/06/2024

  Where to begin. I used Thos. R. Birnie about 3 years ago to replace my sump pump pipe as the one that was installed was a flex hose. Charlie came and replaced it and did an excellent job. They had a promotion going on at the time. 10 years of inspections for $120. I purchased it at this time as I had a job. First inspection there were no problems. Second inspection in '23, I noticed a lot of water in the cold room where my main water valve was. I caught it on time, so damage was somewhat minimal. I called to report the damage and the secretary told me they don't 'touch' anything during an inspection, **** * ****  I walked with the employee during the first two inspections. They touch EVERYTHING. How else could they tell if things are working properly? The 3rd inspection, 2 employees came. I unfortunately did not walk around with them as I had a contractor present doing renos in my basement. He wrote that they should be replaced but, understood that I was having renos done *** ** *** ** ********** *** ******** ****** **. My renovations started in Nov '23 and were completed late Apr '24. The third inspection was done on 06 Feb 2024. The 'drip' was dripping because he opened the valve and didn't tighten it properly. Fast forward to 15 June '24. I go down to do laundry and water gushed out from under my floor. Called my contactor and my neighbour **** *********** ****** *** ***** ****** *** *** **** ** ****** ***** *********. He checked the main valve and sure enough, it had been leaking since the inspection in Feb. He then told me that it doesn't need to be replaced and NO ONE should touch it *** ** **** ***** ***** *** ****** I called Thos. R. Birnie to let them know and spoke with the manager, He told me he would refund me $120 and that was it. Called again to speak to owner and he refused to refund me because "I'm the owner". My floor is gone and now my insurance will go up. I DO NOT RECOMMEND! ******* *** ******** *** ******** ** *** *****

  Thos R Birnie & Sons Ltd

  Date: 27/06/2024

  Birnie Plumbing & Drains Statement of Facts On December 2, 2021, the Company provided services to the Customer by fixing a sump pump line. During this visit, the Customer purchased a membership plan offering priority service, discounted pricing, and an annual complimentary plumbing check-up to identify areas needing attention. This check-up is purely visual, with any necessary repairs quoted at a discounted rate and agreed upon by both parties before work begins, invoiced upon job completion. On February 1, 2022, the Customer booked an inspection, which the Company performed at no charge. On February 24, 2023, the Customer booked another inspection, which the Company again performed at no charge. On March 23, 2023, the Customer contacted the Company regarding a leaking main valve. The Customer stated that a neighbor had tightened the valve and blamed the Company’s technician for the issue. The Company's records show no valve was turned without the Customer's consent. The Company offered to provide a quote to replace the main valve, but the Customer refused, insisting the service should be free. The Company did not charge for the visit, and the valve was no longer leaking due to the neighbor’s intervention. On February 26, 2024, the Customer booked another inspection. The Company's licensed plumber, referencing notes from the previous visit, visually inspected the main valve and informed the Customer that it was dripping again. The Company offered to quote a replacement, but the Customer refused, citing financial constraints due to basement renovations. The Company warned of potential damage if the valve failed. This visit was also performed free of charge. On June 17, 2024, the Customer contacted the Company after the valve failed and flooded the basement. The Customer demanded a free installation of the new valve, blaming the Company for not installing it during prior visual inspections. The Company's manager reiterated previous warnings and offers to replace the valve, which the Customer had refused. The Customer then demanded to speak with the owner. On June 18, 2024, the Company’s owner, Rob B. called the Customer. The Customer insisted the Company's insurance should cover the basement damage. The Company reiterated that the only work performed was on a sump pump line three years prior. The Customer refused to accept this position, and the call was ended after nearly an hour of unsuccessful resolution. The Company acknowledges the Customer’s significant expense but maintains that the only physical plumbing work that was performed by the company was in regards to the sump pump line. The Company cannot compel the Customer to accept recommendations and proceed with necessary repairs. The Company wishes the Customer well in resolving the issue with another plumber. At this time the company will no longer be providing comments on the situation.

  L. G.

  Date: 28/06/2024

  ***** *** ********* * ****** ****** This company claims I had inspections FREE of charge. This is FALSE. When the work was done on my sump pump, there was a promotion for 10 years of inspections for $120.00, I PURCHASED these inspections. They even state in their response that I purchased the 'plan'. As I stated in my review, when I called the company about the water damage, the secretary stated that they don't touch anything. They most certainly do! I walked through two inspections with the employee. They turn on taps, flush toilets, check valves, etc., to ensure they are working properly. During an inspection, the employee carries NO tools on their person. Therefore, the main valve was 'tested' and then, NOT tightened properly. But hey, I'm going to leave this a little loose so you can call us back to replace whatever DOESN'T need to be replaced, so we can soak more money out of you. They state I had another inspection on 26 Feb. 2024. This is FALSE. I write everything on my wall calendar. Yes, I'm old school and still use a wall calendar. Once my neighbour tightened the valve, it no longer 'drips', and he stated 'they did this', The owner, Rob B. informed me during a phone conversation, to have my neighbour replace it! It is NOT my neighbour's responsibility to fix something that ISN'T broken. They state I have financial restraints. **** * **** **** ** *** ********** ***** ******** ****. The phone call(s) with Rob B., the owner, was NOT an hour long. The first call was dropped due to their connection (he stated they were having issues). He called back 2 more times and the calls were again dropped. First call was 5 min 51 sec. Second call was 11 min 02 sec. If I do the math, the calls were almost 17 minutes. These calls were recorded and on my cell phone. I also have the call with the manager Gerry recorded who stated he would refund me the $120.00. When I spoke to the owner, Rob B., he stated that he will NOT refund me the money, not even for the remaining 7 inspections that I PAID for. ****** * ******* ********** ** *** *** **** ********* ******** ** ****

• Review fromJanice S

  Date: 27/07/2023

  Excellent, diagnosed roof leak. Quick mind. Mike Clarizio ****** ********* 

• Review fromKevin A

  Date: 01/06/2023

  *** ***** ******* ** **** ***** I had made an Ppt on a monday for the next wed at 9 am. On tues the company Cody called and calcelled as “ our bigger clients needed us” an appt was made for thur. On thur the company called again as my leaky shower was not important enough for them today. **** **** ** **** ************ **** *** **** *****

• Review fromJudy S

  Date: 02/02/2023

  Birnies have always had a good reputation which is why we use them. Mike was polite and helpful and knowledgeable about his profession. I appreciated him coming asap. Thank you.

• Review fromDavid H

  Date: 26/01/2023

  I have always got great service from Thos R Bernie & Sons Ltd, even years after they complete the work, someone came back to review the work with respect to a small issue.

• Review fromMichael W

  Date: 26/11/2022

  Arrived when scheduled. Job done quickly and well. Excellent in all respects.

• Review fromFrank B

  Date: 15/11/2022

  Was very happy with John B.’s work. Excellent. He took the time to explain things. ***** ******

• Review fromMichelle N

  Date: 09/11/2022

  Professional, quick response to our water leak in the wall of my kitchen. Robert came out that day to look at the issue, gave me a quote, that was very reasonable. I booked with him and he came the next day to do the work. Robert explained everything he was doing as he was doing the job. * ***** ****** ********* ************* * **** ** *** ******* ** **** *** *** ******** ******