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Below are answers to our most frequently asked questions! Have a read through to find yours. If you have any questions that have not been answered below, please get in touch with us by email + we will gladly work to get you the answer you deserve.
How Our Services Work
Can you provide copies of license and insurance paperwork for my condo board?
Of course! Feel free to make a note of this on your Request Form, or send us an email at firstname.lastname@example.org.
Do you service my area?
We service: Toronto, Downtown Core, East York, North York, Etobicoke, Scarborough, Vaughan Region, Peel Region and Toronto Island. If your address falls within any of these cities or regions, book an appointment today and we can fix all your plumbing needs!
Why do you need my email address?
Your email address and other information is stored on our Field Service Management system called Jobber. Your email is how we send over invoices, photos of the job, and updates on your service appointment! Once or twice a year, we send out an email to our customers for the holidays, or to share company wide news such as discounts, or new services offered. This runs through MailChimp, and you can request to be removed from that mailing list at any time!
Do you have a Terms of Service?
Yes we do! You can see it here.
Because we are the best at what we do! But don’t take our word for it - see what your neighbours and other customers have said on our Google Page and Facebook.
How do I know when to call an appliance repair company or a plumber?
Contact us with your issue, and we will do our best to determine that exact answer!
What is your cancellation policy?
As per our Terms of Service, you can cancel anytime before 6PM the business day before your scheduled service call. You can make your cancellation by emailing us at email@example.com. If there is extenuating circumstance that prevents you from canceling within our window - please let us know and we will do our best to accommodate.
What is your COVID-19 protocol?
As an essential service, we are closely monitoring the reports of COVID-19 and are taking the lead from Toronto Public Health and the Public Health Agency of Canada. You can see more information about our precautions here.
Why do I need a licensed plumber?
Experience and liability! Our team has over 25,000 hours of on-the-job plumbing experience. A licensed and insured plumbing company (like LVP), protects you, your home and/or business. Learn more about our credentials here.
How long do I have to pay?
How can I pay?
You can pay directly through the quote or invoice that is sent to you - this can be done on your cell phone, or on the computer. You can save your credit card on our booking platform for easy payment (this is through Stripe!) We also accept cheque and e-transfer. We do not accept cash payments.
As per our Terms of Service, you have 7 days to remit the invoice balance from the day in which you receive it! So, if we send you an invoice on the 3rd, the balance will be due on the 10th. If you have extenuating circumstances, please contact us and we can do our best to accommodate your needs.
I just want a quote right now – what will it cost me?
Nothing! We pride ourselves on sending quotes for free, and in a timely manner. You can test this claim out for yourself here.
Booking + Appointments
Do you have an hourly rate?
We work on a “menu” based pricing system. Since we are service based and have been doing so for many years, we have created a menu of prices for each type of service and you will see that on your quote! It is important to note that our minimum charge for the downtown area is $200.00.
When can you be here?
As soon as possible. We do our very best to be out there the day after you send in a request, if not better. Schedules change, but you can read more about our prompt service here!
Is your online payment system safe?
We accept all major credit cards on our booking software which accepts payment through Stripe, which is a third party payment system that is encrypted (this means your cards are safe!), and we have no access to see your credit card number.
I am an existing customer, how can I see past invoices?
Once you have booked once, you are now a customer and have access to your Client Hub where you can view all past requests, quotes, appointments and invoices.
How do I book an appointment?
It’s as easy as 1, 2, 3! Step 1: Make a request for your plumbing needs here, so we can make a quote. 2. Review your quote and approve through payment of a deposit. 3. We firmly book the appointment and see you in your noted availability! If you need any other assistance with booking an appointment, you can always send us an email at firstname.lastname@example.org.
Why is there a deposit?
Our deposit was instituted in late 2019 as a way to ensure that our customers were as serious as us about plumbing! We ask that a deposit is paid so that we can firmly book an appointment, and confirm that you have every intention of making your final payment.
Do I have to wait around all day for LVP to show up?
Nope! We have never liked all-day windows, and don’t think our customers should have to endure it either. Your appointments are booked within a 2-hour window, in which the plumber can arrive anytime within that window. If there is any reason we could be early or late, you will be the first to know!
Do I pay at the door?
Everything is done online for ease on the end of the customer and us! Who has change anymore anyways?
Do you provide parts and materials?
We provide parts and materials such as cartridges, toilet fill valves, p-traps, etc. If you are looking to get more speciality parts such as tubs, dishwashers, water filtration systems, etc. you must provide it on site and we can install it for you!
How will I know when the plumber is on their way?
You will receive a text when they are on their way if you have given us a cell phone number!
What if I have multiple properties?
Under your Client Hub, you can add any new properties you have, and this will be considered a “Service Address” on your invoice. This Service Address can be different from your Billing Address.
How can I contact you?
You can contact us via:
My toilet is making a weird sound, can you fix that?
You betcha! Liberty Village Plumbing services dozens of toilets a week. We always love to hear our customers attempt to recreate the sound. You can explain more to us by booking an appointment here.
Can you install my dishwasher?
Yes, and just in time for dinner. We can uninstall your old dishwasher and install the new one, while disposing of the old unit off site. Learn more about our services here.
My kitchen sink is clogged - what do I do?
Can you fix work previously done by other “plumbers”?
We do that all the time! As Master Plumbers, we are well versed with the Ontario Building Code as well as local plumbing rules and regulations. We are proud to do it right, the first time.
Firstly, if you are in a condo and the water level in the sink is rising on its own - contact your property management as soon as possible. If they discover that the clog is isolated to your unit, or there is no water level rising on its own - book an appointment here and we will fix it!
I want to upgrade my shower, but don’t want to do a renovation - what are my options?
Most major plumbing brands provide options for “Trim Kits,” which updates the external shower components, without doing any work behind the wall. A Trim Kit installation is significantly cheaper than a traditional renovation, and can revitalize the look of your bathroom.
My home has Kitec - what now?
We replace KITEC piping - contact us for a breakdown of the procedure and what is involved!
My water temperature has a mind of its own - what now?
This is a very common issue in homes and condos, and we deal with this issue on a regular basis. Make a request here, and we will make your showers less TEMPER-mental.
Do drain cleaning chemicals work?
No one ever calls us saying they do work, but they call us when they don’t! We don’t recommend any harsh chemical cleaner, not only for environmental reasons, but this can damage or stain your fixtures/pipes.
There is water up to my ankles when I shower, can you fix it?
Of course! Hair and bath products often clog tubs, showers and drains. We recommend avoiding the use of harsh drain cleaning chemicals, not only for environmental reasons, but this can damage or stain your fixtures/pipes.
Can you fix my drywall or tiling?
We like to specialize in one thing: plumbing. We would never want you to pay us for something we are not experts in! You can browse our services here.
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