# Drains 911 LLC

**Trade:** Plumbing · **Address:** 62 Hamilton St, Saugus, MA 01906, USA · **Phone:** (978) 609-6437 · **Website:** https://drain-911.com/ · **Languages:** English

**Rating: 3.6/5** (medium confidence) — from 91 reviews across 4 sources. A 0–5 star rating built from what customers and the public say (every review and mention weighted by where it was posted, how old, how detailed and how credible it is, shrunk toward a 3.5★ baseline when evidence is thin) plus what the record shows (Reddit recommendations or warnings, a registry-verified licence, how recently they were reviewed, customer work photos, BBB grade, negative news, a revoked licence). Positive record counts only as far as the reviews have earned it; penalties count in full. Confidence describes how much weighted evidence stands behind the number, never the number itself: low when fewer than about five normal reviews' worth of weight (or mentions only) support it, medium up to about twenty, high beyond that across at least two sources. An operator flag for a suspicious review pattern caps a rating at 3.5★ and marks it low.
89% of sentiment-scored reviews read net-positive. Last 6 months: 21 reviews, 5 negative.

## The honest read

Drains 911, in Saugus, is a one-plumber outfit built around emergency response — reviewers describe Jay showing up in under an hour for burst pipes, frozen lines and backed-up sewers at all hours, weekends and holidays included. Google shows 4.5★ from 99 ratings.

The written record runs to 91 reviews from 2024 through 2026 across four sources, and it splits sharply. The large majority are detailed, specific accounts of fast emergency fixes, but a real and current minority is just as specific: five of the last 21 reviews, all landing between March and June of this year, describe missed appointments, no-shows after repeated promises, or billing disputes.

The positive accounts are consistent in what they describe. A customer with no heat or hot water in the middle of the night says Jay called back at 5am and drove from Boston to Dover by 8. Another describes a major pipe break on a Saturday, with Jay crawling through several inches of water to shut off the main within about two hours. A self-described 28-year police officer, writing earlier this year, praised Jay for walking a panicked homeowner through an emergency shutoff by phone at midnight, then returning the next morning to finish the repair. Fair pricing, thorough explanations, and cleanup after the job come up again and again.

The recent complaints are just as specific. One reviewer says an appointment window slipped by four hours with no call, text, or show. Another describes paying $2,500 for a leak repair and a new heat pump where the heat never returned and a slow leak in the wall persisted, with repeated missed follow-up visits. A third calls the company unprofessional after Jay repeatedly promised to call back and then cut off contact. Older reviews describe the same pattern further back: in a December 2025 review, a customer said the company charged $895 to swap showerheads and connect a washer/dryer, then never returned to install a promised bidet attachment; another warned to always get a written estimate, alleging a final bill six times the quoted amount; and a review from early 2025 described a repair appointment that slipped from Sunday to Tuesday across three different "on the way" texts, with no one ever showing up.

Given how consistent both the praise and the complaints are, this reads as a fast, capable emergency plumber whose scheduling and follow-through can fail — get a firm appointment window and a written estimate before work begins, especially for anything beyond a same-day emergency call.

**Strengths:**
- Emergency response — drove from Boston to Dover by 8am for a no-heat call
- Major pipe break — crawled through standing water to shut off the main fast
- Talked through crises — walked a customer through a midnight shutoff by phone
- Flexible on payment — finished a job and waited to be paid

**Concerns:**
- No-show pattern — recent reviews describe missed appointments with no contact
- Unresolved $2,500 repair — heat and a wall leak both persisted after payment
- Overcharge complaint — one review alleges a bill six times the estimate
- Incomplete work — $895 job left a promised bidet install undone

## Claims & citations

Every claim below is backed by real evidence rows — uncited claims are dropped in code before publication.

- Responded to a middle-of-the-night no-heat emergency, calling back at 5am and driving from Boston to Dover by 8am _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT201V1YxVjFNM2w2Y0RkZlp6ZHZhV00wTUhsM1VYYxAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOm5WV1V1M3l6cDdfZzdvaWM0MHl3UXc%7C%7C?hl=en) — “5★ I called with no heat or hot water in the middle of the night. Jay called back at 5:00 AM, drove from Boston and arrived in Dover by 8:00…”
- Crawled through several inches of water to shut off a main during a major pipe break, arriving within about two hours on a Saturday _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT2toUlNtbE9UVVo1Y2pJNFJGOUxlR1J0V1cxNVkyYxAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOkhRSmlOTUZ5cjI4RF9LeGRtWW15Y2c%7C%7C?hl=en) — “5★ Reached out on a Saturday for a major pipe break. He was there in a little over 2 hours. Crawled through a couple inches of water and was…”
- Walked a panicked customer through an emergency shutoff by phone at midnight, then returned the next morning to finish the repair _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT25JMmNEQjVVMmxoTTBKSFdGcDRTMHg2YTFnNFIwRRAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOnI2cDB5U2lhM0JHWFp4S0x6a1g4R0E%7C%7C?hl=en) — “5★ On Jan. 16 I was house sitting for my daughter while she was on vacation. Around midnight  I went to use the kitchen faucet only to find …”
- Continued and completed a job for a customer who explained they couldn't pay immediately due to a government shutdown, then waited for payment _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT25aT1JESkxabDkxYlY5TVlVbE9Ua0ZxU2xWaE0wRRAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOnZORDJLZl91bV9MYUlOTkFqSlVhM0E%7C%7C?hl=en) — “5★ I had a plumbing issue so I called Jay. He came out quick but unfortunately I had a much bigger problem than I thought. Unfortunately I'm…”
- A 2026 review said an appointment window slipped by four hours with no call, text, or show _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT2pRNVJFWlJiSGhpWm1JemMxSjRVR1IzVEZGM2QxRRAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOjQ5REZRbHhiZmIzc1J4UGR3TFF3d1E%7C%7C?hl=en) — “1★ Don't use this guy. I made an appointment for a specific time, but four hours have passed since then; they never showed up, and they have…”
- A 2026 review described paying $2,500 for a leak repair and new heat pump where the heat never returned and a slow leak in the wall persisted, with repeated missed follow-up visits _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT25oeVZraFdTVTVRZVd4NmJFdFNNR2RKWnpBNWRVRRAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOnhyVkhWSU5QeWx6bEtSMGdJZzA5dUE%7C%7C?hl=en) — “1★ Hired Jay from Drains 911 to fix a leak. Said it was fixed and also paid 2,500 for the rapair with new heat pump. Heat never returned and…”
- A 2026 review said the company repeatedly promised to call back about a scheduling issue and then cut off contact _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT2taRFVtVkVWM1paVEdKdVJ6WXpSbXhNVTBKRlRYYxAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOkZDUmVEV3ZZTGJuRzYzRmxMU0JFTXc%7C%7C?hl=en) — “1★ This company is so unpleasant and  none caring of your time totally unprofessional,  never show up on time call to say running late , the…”
- A December 2025 review said the company charged $895 to swap showerheads and connect a washer/dryer, then never returned to install a promised bidet attachment _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT21aNWJ6RXhOa1F0VldkV1N6WTFTazlMZG5CNmQyYxAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOmZ5bzExNkQtVWdWSzY1Sk9LdnB6d2c%7C%7C?hl=en) — “1★ Don't hire them to do anything for you. He charged me $895 to swap my showerheads and hook up my washer/dryer and he was supposed to inst…”
- A review warned to get a written estimate, alleging a final bill six times the quoted amount _(confidence: low)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT25WSFVYSnRhbU51U0dzNVYyWTRPRWRqWDJwMFZIYxAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOnVHUXJtamNuSGs5V2Y4OEdjX2p0VHc%7C%7C?hl=en) — “1★ Be sure to get an estimate in writing. Because you will be charged huge amounts of money without an estimate in writing. Search AI for an…”
- A review from early 2025 described a repair appointment slipping from Sunday to Tuesday across three different "on the way" texts, with no one ever showing up _(confidence: medium)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sChdDSUhNMG9nS0VJQ0FnTUNBeC1UT3JRRRAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CIHM0ogKEICAgMCAx-TOrQE%7C%7C?hl=en) — “1★ Jay told me he would be here Sunday at 9am. Eventually it changed to Monday morning. He told me he was on his way to my place Monday. Whe…”
- Specializes in Plumbing _(confidence: high)_
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT25wdk1rODNORE4yVGpab1JqVkpabFpWVURkRWFrRRAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOnpvMk83NDN2TjZoRjVJZlZVUDdEakE%7C%7C?hl=en) — “5★ I had a leak in my kitchen. Water was all over the floor and dripped down to the basement. It was such an ordeal. I checked Google and fo…”
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT2t4M056aFFkMHQzTjJGZk5uTnNaRW8zVTBOSVNVRRAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOkx3NzhQd0t3N2FfNnNsZEo3U0NISUE%7C%7C?hl=en) — “5★ After not being able to respond to a call due to truck malfunctions, Jay helped me out the next day and installed a new water heater in m…”
  - [Google Reviews](https://www.google.com/maps/reviews/data=!4m8!14m7!1m6!2m5!1sCi9DQUlRQUNvZENodHljRjlvT2xGVGVWUTBORUZVZVhkb2QwUmFUVXRSUWxRdE9FRRAB!2m1!1s0x0:0xdcb958a33324c2b9!3m1!1s2@1:CAIQACodChtycF9oOlFTeVQ0NEFUeXdod0RaTUtRQlQtOEE%7C%7C?hl=en) — “5★ Called Jay on January 2nd — right between New Year's and the weekend when everyone else was still on holiday — he showed up within 25 min…”

## License

Status: **not_found** — verified against the official MA state registry, never self-reported.
Re-check at the official registry: https://occupationallicensingandpermitting.mass.gov/madol/s/license-search-page

## Sources

- [Google](https://www.google.com/maps/search/?api=1&query=Drains%20911%20LLC&query_place_id=ChIJwXr-mUxz44kRucIkM6NYudw): 4.5★ from 99 ratings
- [Google Reviews](https://www.google.com/maps/search/?api=1&query=Drains%20911%20LLC&query_place_id=ChIJwXr-mUxz44kRucIkM6NYudw): Listed on this source
- [Official Website](https://drain-911.com): Self-reported profile and service details
- [Exa](https://www.topratedlocal.com/drains-911-reviews): 7 web mentions across the open web (each linked to its source)

## Recent reviews

- **5/5 · Google Reviews · Debbie Carroll · 2026-06-23**: Really awesome experience! Jay arrived earlier than he said at first. Fixed the issue immediately and was very friendly and helpful!  I highly recommend him!
- **5/5 · Google Reviews · Courtney Keane · 2026-06-22**: I had a great experience working with Jay, the owner of Drains 911. He was professional, knowledgeable, and responsive from start to finish. He took the time to explain the issue clearly, provided an honest assessment, and completed the work efficiently. The quality of service exceeded my expectatio…
- **5/5 · Google Reviews · Amdy Davison · 2026-06-22**: Highly recommend using drains 911J was extremely knowledgeable and very professional will Absolutely use again in the future thank you for all your hard work!!!
- **1/5 · Google Reviews · Kelly Majckon · 2026-06-22**: Don't use this guy. I made an appointment for a specific time, but four hours have passed since then; they never showed up, and they haven't responded to my calls or text messages. There are plenty of other plumbing services out there, so if you value your time, you should definitely avoid this comp…
- **5/5 · Google Reviews · Michelle Qualls · 2026-06-20**: I had a leak in my kitchen. Water was all over the floor and dripped down to the basement. It was such an ordeal. I checked Google and found drains 911. I spoke to Jay and offered to come by this morning to look at the pipe. He came an hour early (which was fantastic)! He explained to me what was wr…
- **5/5 · Google Reviews · Alinsan Esteves · 2026-06-10**: Responsive professional and good price
- **1/5 · Google Reviews · Hannah Jones · 2026-06-09**: This company is so unpleasant and  none caring of your time totally unprofessional,  never show up on time call to say running late , then cut off all correspondence,  said he couldn't get through to me which was a lie . He probably was at a job that was paying  more , so he wanted to do that job fi…
- **1/5 · Google Reviews · Robert Davis · 2026-05-25**: when you read Jay's reviews you see many good ones and periodic horrendous ones. Sadly we go the 'bad' Jay, and my advice is to run from this guy. I could go on for pages about his ineptitude, rudeness, lack of follow through, no shows, overcharging, unwillingness to provide a proposal or estimate. …
- **5/5 · Google Reviews · Aminda A · 2026-05-24**: Great service. Plumber came out within the hour and fixed the issue right away. I would definitely recommend drains 911 to my friends and family.
- **5/5 · Google Reviews · Catherine Lambert · 2026-04-26**: I called Jay on Saturday night after I had accidentally flushed a  toothbrush down the toilet. He picked up the phone immediately and schedule a visit at 7AM on Sunday. He arrived on time, snaked and cleared the blocked pipe and couldn’t have been more professional. He also offered a free follow up …

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Data freshness: last scanned 2026-07-02T03:28:09.083Z.
Cite as: Drains 911 LLC — Tavlee (https://tavlee.com/contractor/drains-911-llc-saugus)
Source: https://tavlee.com/contractor/drains-911-llc-saugus