247 Rapid Response

We strongly dispute this review, as it is factually incorrect and misleading. You contacted us at approximately 1:00–2:00am for an emergency due to a flooding basement at your commercial premises, after another contractor had already attended earlier and failed to resolve the issue. An emergency plumber from our team attended within 15 minutes, which is an exceptionally fast response at that hour. The charge for this emergency call-out and investigation was £120 + VAT. Following inspection, it was confirmed that the issue was not a plumbing fault but a severe drainage blockage. You were correctly advised that a specialist drainage team was required. This is standard practice and does not constitute poor planning or incompetence. At your request, a drainage team was dispatched. Before attendance, you were clearly informed that: • The drains were heavily blocked with fat and grease, consistent with a grease trap that has not been maintained • High-pressure jetting was required • The work requires two engineers for operational and safety reasons (one operating the jetting unit from the van and one working at the basement manhole) • The rate was £350 + VAT per hour, with no call-out fee When the drainage engineers arrived, the active leak had temporarily stopped. You then chose not to proceed with the drainage works in order to avoid further costs & save money. The job was not refused, impossible, or misplanned — it was declined by you. For clarity and accuracy: • You were not charged £620, as stated in your review • The total charge was £470 + VAT, which equals £564 including VAT • These charges were for emergency attendance, investigation, and mobilisation of specialist engineers • No drainage work was charged, as the work was declined • The requirement for two engineers was explained in advance, not “on arrival” Emergency response, correct diagnosis, and transparent pricing were delivered professionally and in line with industry standards. The assertions made in this review do not reflect what actually occurred. For transparency, this review relates to YouMe Sushi, Earls Court, a commercial food premises where grease management and routine drain maintenance are a known operational requirement. We stand by our service, our charges, and our conduct in this matter.

Hi there, thank you for sharing your experience with us. We're genuinely sorry to hear that we didn't meet your expectations. We're committed to improving and would love to make things right by looking into this further. Please reach out directly so we can assist you better.

Thank you so much for sharing your experience with us! We're delighted to know that Abz and our office team provided such great service. It's fantastic to hear that your emergency was resolved swiftly. Your satisfaction is our top priority, and we're here whenever you need us.