Catons Plumbing & Drain Service
Reviews and Complaints

I was extremely disappointed with the behavior of these individuals when it came to wearing masks. It was quite alarming to see their reaction, as they seemed to completely freak out. In my opinion, if they are unable to adhere to such a simple request out of basic courtesy, then they really shouldn't be working in the service industry. I must say, my experience with them left a lot to be desired. The way they handled the situation was truly horrible, and it reflected poorly on their business as a whole.

We had such a fantastic experience with Caronsville Plumbing last week! They arrived promptly and immediately started working on our pipe repair. Nick, the plumber, was incredibly polite, well-informed, and efficient. Not only did they resolve our main problem, but they also managed to solve a plumbing issue that had been puzzling us for years while they were still at our house. We will definitely be relying on them for any future plumbing needs!

I had a disappointing experience with Catons plumbing. They claimed to hire by the job, not by the hour, but I ended up waiting for four hours until they finally arrived. To my surprise, the technician only spent about 15 minutes tightening the p trap with his hands and then handed me a receipt. There were no parts involved and no tools used whatsoever. I immediately called the manager to express my frustration, reminding them that they had promised to charge by the job. I questioned what the cost would have been if they had actually needed to use parts and tools. However, the manager seemed to be evasive, going back and forth between hourly rates and trying to resolve the situation. I was thoroughly disgusted with this company as they had clearly misled me. They had initially stated one thing but ended up charging me an hourly rate for a mere 15 minutes, which came to a total of $150.

I reached out to Catons plumbing because my basement was flooding. The woman I spoke to on the phone was very polite and scheduled an appointment for me between 3pm and 6pm. However, the repairman didn't arrive until close to 10pm, which was quite frustrating. Unfortunately, I wasn't at home when he called to inform me that the sump pump needed to be replaced. I gave him the go-ahead to proceed, but about an hour later, he called again to collect payment. After I made the payment, I asked him if everything was fixed, only to find out that the issue wasn't resolved because the pipe was either clogged or broken. I was taken aback because if the pipe was the problem, why did he bother changing the pump? I immediately called to express my concern, and the manager offered to send a camera man to inspect the pipe. However, when the camera man arrived (when I wasn't home), he ended up inspecting the wrong pipe. They have promised to send the camera man again, but if they had fixed the issue correctly the first time, I wouldn't have had to spend nearly $900 and still have a wet basement. Needless to say, I am extremely disappointed with this company.

Catons repaired my water line from the street to my home. They had previously done the same repair before 2000 and fixed a previous leak under warranty around 2010. However, the leak reappeared recently, this time under the driveway. I was not expecting a warranty repair, as the original repair had been paid for by the *** settlement, not by me. Catons claimed they had no record of this repair because I never paid them directly. The second leak was fixed under warranty, so there was no bill from Catons to pay.

For this repair, they provided an estimate of $7,300, which they discounted with a $300 coupon and another $300, bringing the total to around $6,700. Given my financial situation, which includes relying on Social Security and a small business income, it was difficult for me to pay my annual property taxes, let alone finance this repair. I asked for some help with the finances, hoping for a no-interest loan. However, their financial service company refused to finance the repair, offering only a no-interest loan amount of $1,800. Any amount above that would be financed at a double-digit interest rate, which was not feasible for me.

In an attempt to find a solution, I asked Catons for flexibility in the payments and proposed several options. Despite my willingness to wait, they insisted on starting the work the next day. Reluctantly, I gave them a check for the 20% deposit they demanded, which amounted to $2,050.

I continued to seek assistance in paying the remaining balance, but none of my proposals were deemed acceptable. Initially, their financial representative mentioned that they often waited 30 days to receive invoice payments, which I found somewhat acceptable. However, after speaking with the manager, they informed me that the remaining balance would be due immediately upon job completion.

Feeling pressured, I was forced to write another check for $4,650 before the service technicians left. This experience has been the poorest customer service I have ever encountered, as I had trusted Catons to work with me.

At the very least, I believe I should have been given 30 days to provide the check for the balance. Additionally, considering the poor job they did with the initial repair, which was obviously due to a defective copper pipe, they should have offered this repair at cost. It seemed like they were more interested in maximizing their profits. To my dismay, I discovered that both checks had been cashed by Catons when I checked my banking account today.

If I had not trusted Catons and sought multiple quotes, I likely could have saved money and found better financing options. It was my mistake to place my trust in them.

I strongly advise using Catons only if they offer the lowest price, effective financing, and an appropriate warranty. In my experience, they have proven to be a greedy company.

To provide some context about my credibility, I am a person of my word, I own my home, have no outstanding debts, and my credit score is around 800. I recently missed a utility payment due to a mistake with the due date, but it has since been paid. If there was a negative score I could give, it would be -10 for Catons.

I hired Caton Plumbing on 4/27 to shut off the water to my hot water tank as it had burst. The technician, Efrain, informed me that if I had a policy number and claim number for the water tank, they could proceed with the work and my insurance company would handle the water clean up expenses. I provided the necessary information, and they completed the job. However, several weeks later, I started receiving calls stating that my insurance company did not cover the clean up costs, leaving me with an unexpected bill of $6,526.80. I would not have agreed to the work if I had known I would be responsible for this bill, as it is beyond my financial means.

I had a rather unpleasant experience with Catons Plumbing on February 2, 2022. I contacted them to clear my main sewer drain, but unfortunately, they were only able to partially clear it on that day. They faced difficulties in snaking the line completely and couldn't use their camera line to identify the underlying issue. Despite this, I paid them $664.00 by check (Invoices 181-*** & 181-***) with the understanding that they would provide me with a plan and estimate for fixing the problem the following day.

To my dismay, the very next day, my sewer line became completely blocked again. I made numerous calls to Catons, hoping for a prompt response or at least an estimate, but they failed to return any of my calls. Frustrated, I waited for two days before deciding to relocate to a hotel. It was only after six days, at 8pm, that a manager finally reached out to me, claiming they were still assessing the project.

By that point, I had already sought assistance from other professionals to fix my sewer line. To my dismay, it was discovered that Catons had actually caused further damage to the line in their attempts to clear it. Despite their claims of guaranteeing their work, they have been unresponsive to my repeated phone calls. I am willing to overlook the damage they caused and the expenses I incurred for the hotel if they agree to refund the $664.00 I paid them.

I contacted Catons to have my clogged tub serviced on August 22nd. On that day, I received two calls from Catons, but interestingly, both times my caller ID showed that the calls were from Roto Rooter. The technician arrived at 5:00 PM, and I showed him the tub that needed to be fixed. He then proceeded to write up the estimate for the job. When I looked at the estimate, I was shocked to see a flat rate of $681.00. However, there was also a 20% discount applied, which brought the total cost down to $544.80. I couldn't believe what I was seeing, but I felt like I had no choice but to sign the invoice. I asked the technician why there was a 20% discount, and he explained that it was at his discretion or because I was a new customer. The technician then proceeded to snake the tub drain and completed the task by 5:30 PM. It was a 30-minute job that ended up costing me $544.30.

I noticed that there seems to be a connection between Roto Rooter and Catons, as mentioned in ***. According to ***, Roto-Rooter typically charges between $160 and $450 for common issues such as dripping faucets, line repairs, or clogged drains. You can find more information at ***, where the average cost for Roto Rooter services is between $225 and $500.

On September 30, I contacted Catons to address a leak in my master bathroom and basement ceiling. The plumber who came to my house determined that the overflow in the master bath needed to be repaired, and the waterline needed to be replaced, which had caused the leak in the basement ceiling. He fixed these issues, and the total cost came out to nearly $1,000.

While the plumber was working, I received a call from Candice D, the Field Supervisor at Catons. She asked if she could come to my home to assess the damages and determine if any restoration work was needed. Within a couple of hours, she arrived with two other individuals who had leak detection devices. Ms. D suggested that I contact my insurance company to file a claim. I informed her that I had already done so, but I wasn't sure if they would cover the damages. She assured me that she works with insurance companies regularly and that they would pay for the repairs. I provided her with my claim number, and she took note of it.

Before leaving, Ms. D handed me some blank documents to sign. However, I expressed my discomfort with signing them without knowing the details of the charges and requested to see what my insurance company would cover. She explained that signing the documents was part of their process to expedite the service and assured me that I would receive all the necessary information electronically. Unfortunately, I have yet to receive any explanation of the charges to this day.

Then, on November 15, I received an invoice stating that I had agreed to pay $7,414, and the payment was already 30 days overdue. I want to emphasize that I NEVER agreed to this amount. It is clear to me that Catons took advantage of my vulnerability and lack of knowledge regarding this process by withholding information about their services and charges. The services they provided were excessive and unnecessary, which I now understand was their intention to inflate the charges. Thankfully, my insurance claim professional recognized this and denied most of their charges.

To give you an idea of the excessive service, Catons placed 18 machines in my 1380 square foot home for just two damp spots and a slow drip in the ceiling. The amount of service they provided does not align with the minimal damages caused by these leaks. As a result, nearly 80% of my insurance claim has been consumed by their inflated charges, leaving me with nothing to replace the floors and ceilings that they had removed.

Overall, I am extremely disappointed with the way Catons handled this situation. They took advantage of my trust and lack of knowledge, resulting in inflated charges and a lack of transparency. I strongly advise others to be cautious when dealing with this company.

I had a negative experience with Catons Plumbing regarding their billing practices. I initially contacted them on Sunday, 10/04, to fix a burst pipe. Catons sent their water restoration crew, and despite my request to not remove the floors, they insisted it was necessary and that insurance would cover it. The crew finished removing the floors and setting up the drying equipment around 5:30 pm. According to the schedule, a technician was supposed to return for the next two days to check the progress and retrieve the equipment on the third day.

However, the technician was consistently late and failed to show up on the third day. It was only when the supervisor called me on Wednesday, 10/07, that I learned the technician was off and would return the following day to retrieve the equipment. To my surprise, Catons sent me a bill totaling $4,635.86 for four days of drying. I immediately contacted my claim adjuster from *** Insurance, who informed me that he was working with Catons to revise some of the charges.

Catons did remove some items from the bill that were not supposed to be there, reducing the total to $4,075.86. However, they refused to remove the charge for the fourth day of drying. My adjuster explained that the records and drying logs clearly indicated that the drying standard had been achieved by the third day, making the fourth day unnecessary.

I called Catons to express my concerns about the technician's absence on the third day and the lack of justification for the fourth day of drying. Unfortunately, Nick L, the representative from Catons, was uncooperative and unwilling to discuss the matter further. Both my adjuster and I disagreed with the charges, and I expressed my hesitation to make a payment until we could reach an agreement. However, Nick threatened to put a lien on my house and send the bill to a collection agency.

In an attempt to resolve the issue, I contacted Catons' front office and spoke to a receptionist who assured me that a manager would call me back. However, no one ever did. When I called again, I was directed to Nick, who claimed to be the manager and stated that there was no one else for me to speak with.

To make matters worse, I discovered additional charges on the invoice for after-hours service, despite Catons' website explicitly stating that there are no extra fees for nights and weekends. The invoice number for this issue is ***.