The Waterworks

Reviews

• AN

  Audrey Neudeck

  1 day ago
  5.0
  Our technician Aaron was outstanding! He was knowledgeable, friendly, and took the time to detail his process and document for our team. Would highly recommend Aaron for your future projects. Looking forward to him returning to our community.
• AF

  Amie Freed

  2 days ago
  1.0
  A Waterworks technician CAUSED a gas leak in my home. A technician from The Waterworks serviced my water heater. After the technician left, I smelled gas throughout my home. I immediately contacted The Waterworks because I was extremely concerned about a gas leak. Their response was deeply disturbing. I was told that the only way they could communicate with their technician was by email. When I asked whether it was safe for me and my family to remain in the house, I was told they “couldn’t advise me.” When I asked when someone would come back to inspect the situation, they could not give me an answer. I had to call back and explicitly tell them this was an emergency before they finally arranged for another technician to come out. Meanwhile, I called the gas company. Their technician told me to call the fire department. The fire department ordered us to evacuate the house. We were told not to even turn on a light switch. We have two cats, and in the chaos we were unable to get one of them out of the house. We could not re-enter the house until the fire department cleared it. Watching emergency personnel respond while knowing one of our cats was trapped inside was absolutely terrifying. The gas company assessed the situation, and a Waterworks supervisor eventually came out and found the problem: the technician who had serviced my water heater had not properly reconnected the gas valve, resulting in a gas leak. This was not a minor mistake. This was dangerously incompetent workmanship involving a gas appliance. The potential consequences were horrifying: my family and my cats could have been seriously injured or killed, and my home could have been severely damaged or destroyed. Equally troubling was The Waterworks' initial response after I reported smelling gas. Being told they “couldn’t advise” me whether it was safe to remain in my own home—and being unable to tell me when someone would come investigate—was completely unacceptable. I had to involve the gas company and fire department myself before the seriousness of the situation was addressed. Thankfully, the situation ultimately ended safely, thanks to the firefighters, gas company, and the supervisor who eventually identified and corrected the leak. But it never should have happened in the first place. I will not trust The Waterworks again, and I strongly recommend that anyone considering having them work on a gas appliance think very carefully before doing so.
• JC

  Jim Callahan

  Aug 20, 2026
  5.0
  We had a pretty big pipe break at our pool on a Monday and I called around a few places and nobody could come out but waterworks came out by 10:30 went and got all the parts were back by one and had the job done by 2:30. Very good.
• DS

  Deb Susi

  Aug 14, 2026
  5.0
  With a lot of rain in the New Albany area during August, I wanted to confirm that our sump pump was working properly. The technician came out to check was Emily Bloomer. She was EXCELLENT. She shared with me what I could do to check it myself when I am concerned. She also was training another person along side her. She was knowledgeable. I was very impressed. I know that I spent $ 39.95 for this quick appointment, but it was for a peace of mind since other basements in our area had water.
• CG

  Crystal Griffin

  Aug 13, 2026
  3.0
  I have been a customer of The Waterworks for at least a few years, and have had excellent experiences with most technicians. However, I have developed some issues with the company’s pricing policies and quotes. Last year, I requested a water heater tune-up from one of the service technicians who I requested specifically after having a good experience with a prior service. When they quoted me $385, I was surprised by the cost, but because I trusted The Waterworks and the technician based on my previous experiences, I paid it. This year, I requested a different technician who had previously done an excellent job with another service in my home. Although I was initially told that I would pay the same amount as last year for the water heater tune-up, after my nonverbal response to the that quote this technician was able to lower the cost to $295. I thought that although it was still expensive, it was better than last year's quote; therefore I signed off for the job to be completed. They were personable, respectful, timely with the job completion, and they answered all of my questions about the service and my water heater. They also measured my water pressure as a result of a related inquiry. Afterwards, I decided to research the typical cost of a water heater tune-up and was extremely disappointed by what I found. I contacted multiple quality companies and found that their prices were at least 50% less than what I paid The Waterworks (the lowest price from a popular and reputable company in the area was $49 for the same description of work). There was also a difference between what The Waterworks charged me last year ($385) and this year ($295) for the same service. My water heater is less than three years old and was actually installed by a Waterworks technician. I also learned during this year's service that there was not much sediment in the tank because it is still relatively new and I had it tuned up last year. This left me questioning why I was charged nearly $400 for this service last year. I called The Waterworks to ask about the pricing for a water heater tune-up, but unfortunately, I did not receive a clear answer. After being placed on hold, the customer service representative gave me the runaround and stammered a little when responding. Towards the end of the conversation I asked directly if there was a flat rate for the water heater tune-up service; they stated that there was a flat rate, but they didn't know what it was. What disappoints me most is that I did not extensively shop around because I had consistently had great experiences with The Waterworks and trusted both the company and technicians. After learning what other companies charge and being unable to get a clear response on the pricing, I realize that my trust and lack of knowledge about the typical cost of this service were taken advantage of—particularly with the $385 charge last year. Unfortunately, this experience has changed my opinion of a company I had previously trusted and recommended. As a result of this valuable lesson learned, I will look elsewhere for my plumbing needs moving forward.

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