Sharing our experience with Superior Plumbing and Heating (https://superiorplumbing.ca/) so others don’t get scammed.
On July 9, 2025, we lost access to water in our home and contacted Superior Plumbing for emergency assistance. A technician named Jamar arrived a few hours later and quickly pointed out a ‘switch’ that he claimed should be on. He inspected the rest of the system, confirmed all electrical components were functioning, and told us the issue had to be a failed cistern pump. He quoted $8,023.00 to replace it.
When I asked if there were other options, I was told we could try replacing the contact switch first for $1,700.00, and if that didn’t work, the junction box for $6,800.00—but Jamar insisted he’d tested everything and was confident the pump was the problem. We were desperate: we had no water during a heatwave with a disabled person in the home. We paid a $4,000 deposit and agreed to have the work done the next day.
But the work was delayed. A supervisor later told us Jamar hadn’t checked the system tank release. The job was rescheduled for the weekend—meaning we’d be on our fourth day with no water.
Here’s where things get truly frustrating. On the fourth day, I noticed a drip from our kitchen tap. Curious, I tested the faucets—and they all worked. Without any intervention or repair from Superior Plumbing, our water had returned. The issue? The same breaker switch Jamar had pointed out when he first arrived had been flipped. He turned it back on—but never checked to see if the pump was functioning afterward.
We immediately canceled the job and requested a full refund on July 12. I was told a supervisor would call within a few hours. No one did. I followed up again and was told I’d hear back by 1:00 p.m. Instead, I received an email saying no one would be in touch until Monday due to a “high workload.”
On July 15, I finally spoke with Andrew Smith, who promised to look into the issue. He emailed me asking for an invoice to “prove” the misdiagnosis—despite the fact that we had just spoken and I had already explained everything.
Eventually, I received this response:
“We confirm the refund of $3,831.63 (original $4,000 deposit minus a $168.37 visit fee) back to your Visa card. Refund may take up to 10 business days. We sincerely apologize and, if you’d like to give us a second chance, we’ll waive the diagnostic fee next time.”
Wait… they wouldn’t refund the full amount because of a visit fee—but if I agreed to use them again, they’d waive it? That’s absurd.
I then reminded Andrew that half the deposit was paid by Visa and half by e-transfer, and asked that it be refunded the same way. I was told that couldn’t happen because “it’s already in progress.”
Fine. But each day I checked my Visa account—no refund. On July 24, I emailed again. No reply. On July 25 I called first thing in the morning and again in the afternoon. Still no response. Interestingly, both times I was told that refunds take 10–15 business days, not the 10 originally stated.
So now, as of July 26, I’m still waiting on my refund—and sharing this so no one else ends up in the same position. Superior Plumbing misdiagnosed the problem, left us without water for days, charged a hefty deposit, and failed to follow up with any urgency or accountability. Buyer beware.
