Drains 911 LLC

Drains 911 is a one-owner-operator drain and sewer service based in Saugus, run by Jay, who says the company covers camera inspections, drain cleaning, hydro jetting, and sewer cleaning across Boston and the North Shore. The reviews tell two very different stories about the same person, and both are extensively documented. On the good side, the emergency-response stories are genuinely impressive. One customer called at midnight with no heat or hot water; Jay called back at 5am and drove in from Boston to arrive by 8. Another, calling on the Saturday between New Year's and a holiday weekend, had Jay at the door within 25 minutes to clear rust-clogged cast-iron pipes a snake couldn't reach. Reviewers repeatedly describe him showing up within the hour for burst pipes, sewer backups, and flooded basements, working directly and explaining the fix as he goes, and several say the price came in fair compared to competitors. On the other side, a meaningful share of recent reviews describe the opposite experience: appointments that were confirmed and then simply not kept, sometimes for a full day, with calls and texts going unanswered. Several describe billing disputes — one customer says a $2,500 repair for a leak and a new heat pump left the leak unresolved and the heat never restored, despite repeated promises to come back; another says a $895 charge to swap showerheads and hook up a washer/dryer felt steep, and a promised bidet installation never happened; a third warns to get every estimate in writing, saying the final bill came to six times what was quoted. One customer, writing about a November 2025 furnace repair, described Jay as seeming honest and trustworthy at first, on a tight budget, only for that impression not to hold up. That split shows up in recent activity too: of 19 reviews in the last six months, five are negative — a meaningfully higher share than the all-time average. One reviewer put it plainly: read enough of Jay's reviews and you'll find both the very good ones and the periodically bad ones, and recommended going elsewhere. Given how differently this goes for different customers, the sensible approach is to get a written estimate before any work starts and confirm the appointment window directly, with a backup plan in mind if a scheduled visit doesn't happen.