Hydrosolution

It took much longer than advertised to finally get an appointment. Originally it was almost a month before getting a scheduled installation date, only to then have it postponed for an extra week because the tank we wanted was out of stock. Other than the much longer than anticipated wait, everything went smoothly and the installation was quick and a success so far...Recommended!

I had a terrible experience with Hydro-Solution for the replacement of my water heaterWhat went well:- Booking process. Easy to talk to someone, information is given and booking is easy with reasonable availabilityWhat went wrong : The whole installation- I was sent 2 apprentices who were obviously new as plumbers- They made sure to give me a price list of things that could be charged- When they looked at the installation they told me flat out they could not install it because of the existing installation. I live in a condo with very standard installation and it never was a problem in the past which I told them- They called their supervisor on FaceTime who told them how to make the connections- I have an Akwa system which shuts down the main water valve in case of leak in the condo. They didn’t know about it while I was told by the person that contacted me for the installation that they had all that on file and there would be no problem.- They asked me to close the main water entre in the building (the one that closes for all condo units). I had to tell them they could close the condo valve and they proceeded to tell me that water was coming from one of the pipe which had no valve. Had to convince them that it was the other pipe where the valves and Akwa system was installed. I had to prove it to them.- They finally said they were ok to proceed but had to put my fire alarm on test. If anyone has a faire alarm linked to a central it takes time to call them and have it put it on test. No one told me that was something I had to do. I went and covered the fire alarm instead.- While they were in the process to remove the water heater, I heard another FaceTime call between the plumber and supervisor.- Eventually they pulled the old water heater out and brought in the new one and did not protect the floor (and nor did they take their shoes off).- While installing the new tank, the plumber came to see me to tell me they would need to charge me 95$+tx for the installation because it was more complicated. I should have seen that coming since they laid out all the price list when they came in. Had no choice than to say yes but I really think they just made it complicated and they didn’t know what they were doing which made it more complicated for them.- Finally when all was done, they did not reconnect the Akwa system.- When I went to check after they left I notice the installation didn’t seem right. The pipe were crocked and there was missing a 90 degree angle pipe. See pictures.- After opening a complaint, I was given an appointment to come fix the issue on a Saturday between 8 and 13:00. They never showed up, nor did I get a call.- Sent a few messages and emails. Got contacted again with a new date. They finally came and fixed the issue.I do not recommend Hydro-Solution. I thought the process would be seamless and it was not.

The customer service is terrible; for vast majority of the people, I suspect it would be more cost-effective, and more convenient to call a plumber to install a new replacement tank.I had to call several times, wait on-hold for extended periods, and when the technician called for appointment, he told me he can not repair old tank, and I should call Hydrosolution back!Another extended on-hold experience, finally get an appointment 3 days later! The guys show up, only to tell me they won't install a new tank because the power was out as it would take them an extra 40 minutes to drain the tank!Regrettably, I'd give them zero stars for customer care.

Beware of this company. On April 4 HS installed our water heater and we paid the total bill on April 6, that was mean our account was at zero and we had the invoice. Everything was perfect and we were really satisfied. Everything changed, on June 16 we received a new invoice that we had to pay because the technician had changed a valve. Which valve? No one advised us of this situation, neither the technician nor any administrative staff.This is not serious on the part of HS, after two and a half months having created a new invoice for $45.00, these are hidden costs. I no longer trust a company that does this to its customers.

This is the worst company.For three months I have been on hold every day for hours. Listening to stupid music.Sent from one person to another. Even head office doesn’t answer.Can’t get anyone to give me information.It is beyond maddeningDo not use this company.Use expert comfort.

I had a terrible experience with Hydro Solution. It took many phone calls to get the information needed because I always got different salespeople with different levels of knowledge. Seemed like they hire low wage workers to read from their website, and one flat out gave me the wrong information about the electrical requirements for my new water heater. They also confirmed the technician would be able to cut the pipe leading to the valve 3” to make space for a bigger tank. When they arrived, they refused to touch anything before the valve, and tried to get me to accept a smaller tank. I refused and called again, they indeed confirmed that they would send someone again to do it, which they did a few days later… what a joke… and after three months of them toying with me on the phone I finally get to Diana who refused to offer any sort of compensation for making me miss an extra day of work. I was completely professional yet they were rude and tried to blame me for their errors. I advise against buying a hot water tank from salespeople who give incorrect electrical advice and technicians who are not plumbers. I was pressured into it because of a leaky tank and my plumber being on vacation… but I won’t ever hire them again.

Awful customer service. Cannot even offer a 24 hour emergency service as promised. After 72 hours and taking a day off work, they still have not confirmed when they are showing up. You cannot seem to reach a manager to escalate an issue. Very poor customer service.

I'd give less if I could. HORRIBLE CUSTOMER SERVICE. We had a hot water tank with them and they came to change it. It doesn't work and we called to ask them to change it. They said someone would come TODAY. It's 8pm and nobody came. We've been calling all day and nobody called back or we were left on the line for over an hour.And now they call and say wait another 48 hours to be called for an appointment

I regret using this serviceThe cost is easily double what a plumber would charge,And the installation was done poorly.The bottom drip tray they installed is broken so if there is a leak it won’t be any helpThe inlet pipe was installed in a way that blocked the existing closet rack, so the closet is no longer usable!Despite several attempts to get the work corrected I can’t get it done