"I believe the real measure of the integrity of a contracting service is not revealed by the successful, easy jobs. It’s the ones that really challenge the service provider’s capabilities and profit that will truly show you the culture of a company.
I had a full stoppage drain in my upstairs guest bathtub. My assumption was that this would be an easy fix by use of a snake or a hydro jet system. So I called my home warranty company, who dispatched a plumbing service within their network. However, they were unable to clear the drain and asked the warranty company to refer the job on to another service with additional capabilities. That company arrived a few days later and was also unable to access the clog. I was beginning to realize this was an exceptional problem. A third plumber was assigned, who could not arrive until the following week. As were the other two, he was extremely confident he could resolve the problem. But it was beginning to become apparent that a poorly designed drain installation was making access to the clog impossible to reach. Plumber #3 also left defeated and without a suggestion for solution.
At this point, my home warranty company informed me that they were out of in-network providers and authorized me to seek an out-of-network service provider, with a rather modest pre-approved budget. Enter Adam from Zoom Drain in Nashville. They have the most advanced hydro jet system I have seen and were also confident they could easily clear the issue. But again, the design and access foiled Adam’s efforts. But instead of dashing on to the next easier job, like the previous contractors, Adam stayed and worked with me to assess the routing of this rogue drain in order to come up with an alternate solution. He was on property for roughly four hours. Adam took some pictures and promised to consult with others back at the shop to come up with an alternate plan to resolve the issue. And because there was no solution or resolution to the problem, there was no charge for the service call from Zoom Drain.
We set up an appointment a few days later for a conference call to discuss alternate solutions. We talked, exchanged pictures, and agreed on a plan to take a different approach. Once we determined a plan, I was sent a new (quite reasonable) estimate, and Adam arrived the same day. As before, he was extremely conscientious of protecting my carpets and flooring while moving equipment and tools in and out of my home. Adam worked for several hours and managed to finally clear the clog, and then spent an additional hour helping me trace the line so that I would have knowledge of it in case of further issue.
When I was presented with the final bill, Adam informed me that the job did not require the more expensive hydro jet service I had previously agreed to, and presented me with a bill that was substantially less than the estimate agreed to that morning. It even included an unsolicited senior discount.
So I will end this review as I started. This wasn’t an easy job. But the real measure of a contracting service is how they handle the tough ones. And for that reason, I would unconditionally recommend Adam and Zoom Drain of Nashville. Because, when hiring a contractor to work on your home, integrity is everything."
- Steve Rosefield
