Mass Sewer & Drain

I honestly wouldn’t give this scam artist any stars if that was an option. Ken came out and snaked my main drain, he was supposed to come back the following day to put a camera in the pipe. He won’t answer or return any calls. Should have been tipped off when he offered a cash discount and pulled up in an Enterprise Van. Stay away from this company unless you want to be robbed of your hard earned money. Feel free to read other reviews on the BBB there are many other victims out there just like me.

My family has managed apartment buildings in Greater Boston for about 30 years. Our long-​time plumbing company always suggested Mass Sewer for drain issues. Not knowing any better, I continued to use them for years. It seemed that as long as I was able to reach the gruff woman on the phone, they would arrange to get out to the building and fix the problem. This changed when I had to actually follow up and figure out why Mass Sewer sent us a bill for a service we never requested with a service address for a completely random building.
My simple inquiry was clearly and kindly made. It was not kindly received. I would equate the attitude I received from this lady as akin to what would be expected from a stereotype of the most jaded Registry of Motor Vehicles employee. She could not be bothered to look up anything, or to ask anyone, or to call me back as she eventually agreed to do. After a few weeks with multiple calls trying to get to the bottom of the issue, I wrote these guys off. We had been their customers for years, spending many thousands of dollars on our multi-​unit housing drain problems. If they didn’t give a damn about us, I shuddered to think how they would treat «smaller» customers. And of course, these Unilocal reviews confirmed my suspicions.
The Unilocal reviews of different companies, good or bad, also opened my eyes to the past interactions I had with Mass Sewer. Some companies actually treat you with respect. They answer the phones and respond to voicemail. They charge more reasonable rates. They explain what they have actually done and are charging you for. They don’t act like you are bothering them when you are simply trying to schedule an appointment.
I searched for a new drain company, and found a great one on the opposite end of the customer service spectrum that I’ve now used for years, Drain Flow.

I called this company when my drain to the street backed up into my house. The man was prompt with calling me back and called when he was on his way due to the emergency. Three weeks later my basement filled with back up water again. I called the town to trouble shoot and there were no signs of a town main issue. For example bubbling toilet, overflow from other homes coming into mine and the sewer had good water flow on street. I knew I had to call Ken, at Mass Sewer and see if we could trouble shoot and considering I was still under warrantee I thought I would not have a problem. The women who answered the phone was rude and immediately got defensive, telling me to call the town and it was not their issue? I responded nicely because I wanted her cooperation, telling her I did bring in the town. She told me «if «she spoke to Ken she would tell him about my emergency. Two hours later I phoned back and left a message. I have four teens and we were using community bathrooms during this time. They did not return my call. I called the next morning and spoke to the same rude women who told me a worker called out sick and had no idea when he would be back or when I would get service. I informed her I was still under warrantee and if she could call in more help. Was told no. It was very clear they knew I would be desperate for my plumbing and would pay someone else to come help me and did not honor their supposed warrantee. DO NOT CALL THEM.

Absolutely horrible customer service. As a returning customer referred to them via plumber you’d expect otherwise but they would not return my call and then when finally connected stated that the leak in the basement (due to a backed up pipe) was not their problem and hung up on me. They had just been there a few months earlier to clear the same pipe — obviously unsuccessfully. To top it off, they are $ 50-​$ 100 more expensive than they’re competition and have a short window of guarantee.

Possibly the worst service I’ve had in the 5 years I’ve been in Boston from Mass Sewer and Drain. Had a slow draining toilet which turned out to be a drainage problem in the basement. .While the drain cleaner from Mass arrived quickly after be called, he was both grumpy and dishevelled, and smelled to high heaven. He then spent and hour plus running a huge snake down our drain in the basement, before declaring that he had no idea where the blockage was, and that it was likely a Boston sewer /​city problem. Then left, and his company has charged us $ 300 for the work. Also left us with a disgusting bathroom and water seeping through the floor. So went to an alternative, see my review of Borges (John) Sewer and Drain Cleaning co, who were nigh on perfect and cleared the drain.