Our 12- year old hot water tank had a malfunction just as we came home from vacation. It needed to be replaced. Nick from Terra Nova said one of his guys would call the next afternoon. Early afternoon the next day Karan called & came by. He removed the old tank & installed the new one. Answered all my questions .I was very impressed with the quick, thorough & professional service from this whole team!
Customer experience started ok. Plumbers came on day expected, had to leave after a couple hours for an emergency. Thursday afternoon told half to a full day work left on Friday, we had to leave town. No follow up calls or communication from plumber to change our expectations. Return home, 2 downstairs sinks left uninstalled. Takes multiple phone calls to have water shot offs installed so my husband and I can reinstall the sinks ourselves. Received invoice indicating 2 additional days of work, which was a surprise given the plumbers had indicated a half to 1 day work remaining.
Terra Nova did an electrical conduit trench for me. Joel was a great operator. Would definitely use them again.
Echoing a review left below... 1) Multiple no shows requiring follow up that ended up with an explanation and half hearted apology 2) No pro-active communication, had to chase them for answers 3) Plumbers showed up and had no idea what the scope of work was even though a thorough email had been sent detailing exactly what needed to be done. 4) My wife and I had many hours of our time wasted waiting for people who never showed as promised. First appointment - no-show - had to email to get a reason. I was understanding of the reasoning but due to our schedule had to wait until the following week. Second appointment - no-show - Journeyman called and said he'd be at our home before noon. After noon got a call and said 20 minutes... After over an hour when someone did eventually show it was afternoon when morning was promised. I was out at an appointment by then (since it was supposed to be morning) so my wife was there and she only had the basic knowledge of what needed to be done. Journeyman rambled quickly through a bunch of things, couldn't fix something, had to buy a new thing etc. In the end, I just wanted what I had asked for to be done and I was willing to do what was necessary. Journeyman leaves and says he needs to purchase some things and will be back. **spoiler alert** he didn't come back. Apprentice did the best he could to do the part of the job he could which was to install a new water line for a new fridge. Unfortunately, due to the time, my family had to be somewhere and we left the apprentice behind, trusting him to complete the job. The job ended up incomplete, mostly due to the journeyman not returning with no communication as to why (apprentice didn't even know why). After another no-show the next day, I contacted another plumber to come and finish the jobs and it was decided that TerraNova would not be back to complete any further work. 1 star goes to the apprentice who got left alone while the journeyman had to "be somewhere else" and was supposed to come back and never did. He was kind and seemed knowledgeable.
Nick and Taylon were both awesome after we had a rather large plumbing emergency at our strata complex. They identified the problem, excavated it, repaired it, and buttoned it all back up cleanly and efficiently. The bill was very reasonable for the work they completed.... All this while explaining everything as they went, and both were respectful and polite workers. 5 STARS.
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