Mr Rooter of Pittsburgh

Review: I am writing in regards to an issue we are having with Mr.Rooter On 12/24/14 we had a problem with our drains backing up. We called Mr Rooter for drain cleaning service. After an hour of unsuccessful attempts we were told that it would need to be "jetted at the trap". We need to find the trap location. If inside, the cost would be 4500 and if outside 6500. The machine used to determine the location of the trapped pointed us to the outside of the house. Excavation required. After digging a large pit, the trap itself was found to be on the inside of the house. However, due to the time the line was cut and jetted in both directions to get things flowing. They agreed to return after the holiday to move the trap from the inside to the outside of the house.. (I suppose this was done for ease of access??) I didn't need my trap moved.. just needed things flowing normally.. Regardless, During the external excavation we had cable and phone lines ripped from the house and shingles somehow removed from the roof. We also requested an itemized list of what was done internally so the insurance company can determine if it is covered. We have left over 8 messages requesting a callback for resolution of the shingles and an invoice listing what exactly was done internally. Why should have to pay for their mistake in locating the trap ? That $2000 mistake should be on Mr Rooter.. not me.I feel that due to the time of the call (xmas eve) and the lack of plumbing knowledge, I was taken advantage of.Desired Settlement: I would like to get a phone call back from someone who in the position to provide us the information we need to send to the insurance company.I would also like to discuss the cost of the trap replacement and the mistake made by the tech onsite. Trap replacement and external excavation was unnecessary. It is now my understanding (another plumber) that any drain could have been cut and jetted with pressure. I am still unsure what the trap moving did for me.

Business

Response:

In response to [redacted]: The total cost of the job was $6500.00. We did excavate both inside and outside of the home as the home owner mentioned. We did not charge the home owner any additional fees as stated. Mr. Rooter did move the customer's house trap from the inside to the outside at no additional cost. Multiple authorization signatures for the total amount of $6500.00 were obtained. No additional money was charged for the additional work performed.Mr. Rooter did damage shingles on the roof. The shingles were replaced with the incorrect color. We wanted to put shingles on as soon as possible to prevent home owner from receiving any additional damage due to current winter weather conditions. Mr. Rooter will return with the correct shingles once the weather permits. In response to the home owner requesting an itemized list, Mr. Rooter uses flat rate pricing not time, labor, and material pricing. Therefore, it is policy of Mr. Rooter to use a flat rate pricing system.On behalf of all of us at Mr. Rooter, we consider this matter resolved.Thank You! Have a great day!Leesa

Consumer

Response:

Review: In January Mr. Rooter replaced my duplex's sewer lines. The concrete repair in the basement was done carelessly - edges are not feathered, and a boot print appears in one section. A vertical pipe on the exterior is crooked. My yard has not been graded so that I can landscape. When I signed the contract, I informed the plumbing technicians that I was selling the property. The contract clearly states that the property would be graded. I cannot sell it without the yard being graded and landscaped.

I was told that the excavations manager, [redacted], would schedule grading in April. Despite calling 2 times per week during April, my phone calls have never been returned by any Mr. Rooter representative. During a recent phone call I also informed them about the crooked pipe.

Part of the yard of the next house was also needs graded.Desired Settlement: Return my calls and schedule the following work = feather the edges of the concrete work in the basement, fix placement of external vertical pipe going to the ground's surface so that it is 90 degrees in relation to the ground, and grade the side and front yards.

Business

Response:

Mr. Rooter Plumbing's underground utility manager has made contact with the consumer and has explained that we will return in the next few weeks to address all issues with the cement as well as all exposed piping. We will also provide soil clean up. All outside clean ups are weather depending and we will have this completed within the next 14 days. Once the clean up is complete, we at Mr. Rooter consider this complaint resolved.

Review: On 6/15/2014, I was having a problem with my main sewer line backing up. I called this company to come out and clear the clogged drain. The technician offered an up sell to hydro scrub the sewer line for $800.00. I declined. The sewer backed up again on 8/30/2014 and again on 9/1/2014. They came out both days under warranty to clear the line. The lead Underground Utility Specialist, [redacted] came and told me that to properly camera inspect the sewer line it would need to be hydro scrubbed. He, [redacted] insisted that the only way to know for sure was to clean the line even though the camera can see if it was not cleaned. I asked if they were going to scrub the entire system and camera the whole system for that amount; [redacted] said yes. On 9/7/2014 a technician came and hydro scrubbed only the drain that was backing up. In the process he left a mess in the laundry room floor. He the technician did not clean up the mess he made and the tenant called me at which point I had to clean up a black water mess. The next day 9/8/2014, [redacted] came with his camera to look and report where my problem was to be. He attempted to camera the fresh air vent and had to have the hydro jet clean the vent as he could not get through. Once that was completed, [redacted] placed the camera in the vent and told me that the problem was a collapsed section of pipe outside the residence about 10 down which I marked. He, [redacted] said that he was 10,000 % correct that my problem was where he said. I asked for a quote to do the repairs. I was given a verbal quote of $6,600.00! I declined their service for repair as I felt I was being taken advantage of. They then offered to do the repair for $6,000.00. I still declined. On 9/9/2014, I called 811 as required to check for any hidden utilities. I lifted the paver stone walkway up to uncover in the exact spot that [redacted] said I had my problem the clean out for the sewer line. On 9/10/2014 [redacted] came out with their main sewer line drawing and informed me that the main was only 7 to 8 feet down. I proceeded to dig down to see if anything obvious was present. At just over 1 and a half feet I found the vent line. This was the line that they used to camera for finding my problem. I called [redacted] back to advise him of what I found and asked him to come back and re-camera as the two depths did not match. He, [redacted] said that he would. When I did not hear back from him I called back the following day 9/11//2014, and [redacted] said that since I had started to dig the hole that they were no longer accountable. A machine was rented and the hole was dug to just over six feet. It was there that the sewer line was found; not at the ten foot [redacted] and there was no damage to the sewer pipe what so ever. I even sent a picture to Mr. [redacted]; he did not respond. I believe that they defrauded me with their claim of where and what my problem was. There is no way that the house line would be lower than the main sewer line. I am asking for damages in the amount of $1,300.00 for the reimbursement of their fee, the cost to rent a machine and to repair the lawn and sidewalk.Desired Settlement: I believe that they defrauded me with their claim of where and what my problem was. There is no way that the house line would be lower than the main sewer line. I am asking for damages in the amount of $1,300.00 for the reimbursement of their fee, the cost to rent a machine and to repair the lawn and sidewalk.

Business

Response:

Mr. [redacted],

Review: I had Mr. Rooter do plumbing work from me in December 2013 and I paid them in full using my credit card. They assured me that they would return to my home in the spring to repave the front sidewalk of my house and my basement since they had to tear up the concrete to get to the pipes. I have called them over five times and I keep getting told that I'm on the waiting list. I can't get a straight answer as to when they will return to my home and lay the new cement. I'm very concerned that someone will get hurt either walking outside in front of my home or my family members will get hurt in the basement of my home.Desired Settlement: I want them to fix the front of my house and my basement by doing what they promised, laying new cement.

Business

Response:

All excavation clean ups are completed in the order in which they were excavated. The customer IS on the schedule but due to situations out of our control such as rain, we are unable to set a firm date for the clean up. This is our policy with all excavations and it will be completed in the order in which it was originally excavated.

Consumer

Response:

Review: On 1/1/2014 the drain in our kitchen and downstairs bathroom clogged, we called Mr. Rooter to come out and give us an estimate on 1/2/2013. The clog was being cause by corroded pipes leading into the main sewer line in the basement. We had previously had Mr. Rooter come out to unclog the main sewer line and were aware that at least part of the sewer needed to be replaced. The Excavation Manager ([redacted]) from Mr. Rooter quoted us $4,922 to dig up and replace about 40% of the sewer line in the basement. I agreed, half the money ($2,461) was due before Mr. Rooter would begin the work, and the remaining half was due when the jog was complete. I was informed by [redacted] that at any time I could inform Mr. Rooter that I could cancel the agreement and I would receive my money back (minus any work Mr. Rooter had performed until that point). On 1/7/2014 Excavators from Mr. Rooter returned to start digging out the sewage pipes, the pipe was also jetted and cleaned out. A camera was the inserted into the pipe to inspect the condition of the whole pipe. Upon inspection it appeared that the entire sewage pipe needed to be replaced. [redacted] gave us a verbal quote of $5,900 (not including taxes) to replace the remaining 60% of the sewer pipe. In total it would have cost more than $11,000 to replace the sewer line in the basement. Price Mr. Rooter was going to charge us seemed extremely high. On 1/8/2014 we called another plumber to give us an estimate. The other plumber ([redacted]) quoted us $5,900 to complete the entire job. The difference in price between Mr. Rooter and [redacted] was nearly $4,500 or 40% (taking into account the work Mr. Rooter had already done; [redacted] estimated the value of the work Mr. Rooter had completed to be ~$600) After several attempts to reach [redacted] on his cell phone I called Mr. Rooter directly I wished to discontinue the agreement. I spoke with another Excavation Manager who took my email address and informed me that an invoice would be sent to me.I have since called Mr. Rooter on 1/10/2014, 1/13/2014, 1/14/2014, 1/15/2014, and 1/1/2014. On each occasion I was informed that [redacted] or another Excavation Manager would be calling me back shortly. I have not received any calls or received the invoice from Mr. Rooter.Desired Settlement: To remedy the situation I would like to receive the invoice and the balance on the deposit paid to Mr. Rooter (~$1,900-2,000) back as a refund.

Business

Response:

Mr. Rooter proposed to Mr. [redacted] a sewer line repair. At that time, Mr. [redacted] agreed to the price. After the job had started, Mr. [redacted] decided to cancel the work. We provided Mr. [redacted] with a detailed break down of charges to be applied to the job. We are in the process of issuing a refund in the amount of $55.72. At this time, Mr. [redacted] has declined the refund and has informed us it is going into litigation.

Review: On 11/18/2014 I experienced a blockage in my basement sewer. I contacted Mr. Rooter to come snake the main line out to the city sewer. The technician that came to my house, ran the snake for a period of less than a minute, said "its burning out the bearings in my machine" and proceeded to tell both myself and my wife that our trap needed to be dug out to get to the problem. However, it was going to cost $2,400 up front to start the work for a $4,800 trap replacement job. I paid the $2,400 fee to have the Mr. Rooter team come out and dig up the trap. The team made a mess of my basement leaving a 4 foot tall pile of masonry and dirt which they never hauled away. After performing the excavation, another individual came to jet out the line. This jetting period lasted less than 5 minutes. I believe these technicians did not jet and simply filled up the excavated hole in my basement, and proceeded to tell me they "flushed 300 gallons down the sewer pipe", and are seeing "mud on the jetter head which means the pipe is collapsed". This all culminated with "this is the worst case scenario, we need to dig. The pipe is collapsed 20 feet out" Upon hearing this, I cancelled the remainder of the arrangement with Mr. Rooter and contracted a reputable plumber who spent the time and resources to properly identify the problem. Which was ultimately identified to be roots in the pipe, not a collapsed pipe. No digging was required. I do not mind paying for services when they are properly rendered. How Mr. Rooter operates is quick and loose, jumping right to major excavation. Mr. Rooter sent me a letter 30 days later disclosing that "even though we did not complete work, the fee in which you paid up front covers all services rendered to this matter." I believe that some "services" were rendered, but not properly. Their whole operation is one big misleading operation. Horrible experience. I would never recommend doing business with this company, and never will again. Stay far away.Desired Settlement: According to their signed cost breakdown, our services were not $2,400 worth. The snaking and jetting were not properly completed, and the camera service was never provided during the process. All that was completed was a large hole was dug in my basement, my trap broken, allowing more sewage into my basement, and the masonry & dirt were not hauled away as agreed upon. I have paid for the services in advance, but I am requesting a refund for the % of services not properly rendered.

Business

Response:

Per your excavation breakdown that you attached, the initial fee was $1536. Your initial payment was $2400. Subtracting your initial payment of $2400-$1536, you will be refunded the difference of $864.This refund will take place this week and will show on your Visa within 7-10 business days.Please contact us if this does not show within 7-10 business days, and please take into account the holidays as additional days that may inhibit the refund from showing.Thank you,Mr. Rooter Plumbing

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Regards, [redacted]

Business

Response:

My name is [redacted]. I am Mr. [redacted] (Mr. Rooter Plumbing) new administrative assistant. I am writing to introduce myself as well as address a complaint. I would like to inform you, check number [redacted] was mailed out today for the amount of $864.00 to [redacted]. If you have any further questions, please don’t hesitate to contact me. My email address is [redacted] and I can be reached at [redacted]. Best Regards, [redacted]Administrative AssistantMr. Rooter Plumbing[redacted]

Review: On Easter Sunday 2013 our septic backed up ,we contracted Mr. Rooter to repair our septic . We were told that top soil would be brought in after our soil had settled to bring yard back to level. About June/July we started to call Mr. Rooter to inquire when the top soil would be delivered and spread. We received no call back. And we have called once a month or more since then, and have received no call backs.Desired Settlement: We would like the top soil delivered and spread this Spring or we can spread it our selves.

Business

Response:

This excavation clean up was completed to the customer's satisfaction on July 22, 2014.

Review: We had a plugged main drain and called Mr. Rooter. He put a motorized snake in the access hole in the driveway. The snake had a slightly pointed metal cap on the end, and he ran it down to the bottom of the trap as hard as it would go. He then grabbed a hammer and pounded on it about 4 or 5 times until it loosened up. He repeated this process several times and told us the pipe had separated and he couldn’t get the snake through. He couldn’t get the drain unplugged. He said it would cost us $6500.00 to dig up and replace the trap.

Luckily, we were smart enough to get another plumber and a second opinion. The second plumber snaked the drain using a spiral end on the snake, he also used a camera to see what the problem was. He had some trouble getting the snake through the trap, and pumped out the water to take a look. What he found was shocking. It was one-half of an old fresh air vent from the top of a pipe. Someone (we highly suspect it was the Mr. Rooter technician) had found this in an old bldg., cut it in half and dropped it down into the trap to make SURE the drain was clogged. He also found a hole in the pipe that was caused by Mr. Rooter . The pipe was still clogged, so the plumber continued to use the spiral ended snake and the clog quickly got unclogged. This plumber charged us $200 total for the snaking and camera work. He told us our sewer was in fine shape.

Bottom line is DO NOT hire Mr, Rooter to do anything. If you do, please get a second opinion before letting him dig up your pipes. And the people who did fall for his scam need to form a class-action lawsuit against them.Desired Settlement: Stop unethical business practices.

Business

Response:

Our service manager Bryan [redacted] spoke to our technician in regards to this job. Our technician claims he provided a service with the customer's best interest in mind. At no point did he drop anything into the trap. (Keeping in mind this statement was made by a competitor.) We at Mr. Rooter would like to amend any negative feelings towards our company. Unfortunately, we need the customer to enlighten us on how to do so. Please let us know a resolution to change your view of our company. We do not feel our business practices were unethical therefore we don't know how to resolve this situation. Please advise. Best Regards,Mr. Rooter Plumbing

Review: Mr Rooter over charges by thousands of dollars and is proud of it. My husband and I were told by their employees, we are not as expensive as [redacted], but we are more expensive than other plumbers.They charged us $17000.00 to change clay pipes under our driveway 2 yrs ago. They told us there were tree roots involved in the problem. Instead of doing the right thing when changing the pipes and putting a "sock" on the pipe to the sewer, they told us "not to worry". Two years later, our sewer backed up again, they came back twice within two months. First time they cleared the line which lasted 2 months. On the second visit they advised us that they would have to "sock" the pipe at a cost to us of an additional $10,000, but since we had done business with them before, they would "only" charge us $8000.00. I asked if there was any chemicals we could pour down the drain to help our situation and we were told "no". Since we did not have the money to do the job I went to my "Town Hall" for advice. They gave us the name and phone number of a "local plumber" whom we called. He snaked out our problem and told us how we could help resolve our problem at a "FRACTION" of the cost.Desired Settlement: We are requesting no settlement, it was our fault that we got taken the first time around. It was a Sunday evening, we were new to Western Pennsylvania and did not do our "dudilegence" and got taken.I am filing this complaint to avoid someone else from being taken as we were!

Business

Response:

Ms. [redacted],Two years ago we were requested at [redacted]. We found an issue with the sewer line and received signatures to complete work for a given, pre-approved by the customer pricing. We completed all work to code. Two years later, the homeowner called back for services. At this time, we found that there was additional work that needed to be done to the sewer line. We gave customer an estimate to complete work. The homeowner refused additional services. Thank you,Mr. Rooter Plumbing

Consumer

Response:

Review: I called Mr Rooter to un clog a drain. When the guy arrived he informed me that I need a pressure cleaning for $895. I gave him my CC for the $95 service call and told him I would let him know about the pressure cleaning. I called him later in the day and told him to cancell the pressure cleaning as my local plumber could do it for $225 which he did the next day.Mr Rooter charged me $895 and would not talk to me about the issue. I call corporate headquarters in Texas and was told I would get an $800 credit.None happened -----I disputed the charge on my CC. It took 2 months but I won.This practice is part of a scam-----[redacted]-----[redacted]Desired Settlement: I hope they loss business

Business

Response:

Mr. [redacted] signed and authorized Mr. Rooter to charge his credit card $895 for the drain cleaning and the hydroscrub treatment on invoice #130904. On July 17th, his MasterCard ending in [redacted], which he authorized us to charge $895, was refunded $800, the amount requested by Mr. [redacted].

Review: I am not sure that the nature of the complaint selected above fits the circumstances but my complaint did not fit into any other category. I had an sewer line problem back on 11/14/14...my sewer line backed up. It was a Friday and I had people coming in the next day and I exhausted all of my normal resources to get the problem taken care of. With no other choice, I used Mr. Rooter from Cranberry. They came and immediately told me there was a problem and it would cost $7200.00. Again, I went with them because I had no other choice. That is not my complaint. I knew I was going to get overcharged but had to do it. My complaint comes a few days later. They informed my wife that they put the camera down the line and it was crushed another ~10 feet out where my line connected to the main. They said it would cost an additional $14,000 to fix. At that point my wife called and I told her to not have them do any work because I questioned their findings. Here is my complaint...it has been six months and there have been no problems. I feel there is no problem (again six months later and no issues) and they tried to take advantage of us and claim there was a crushed pipe further down the line. They never let me wife see the problem but just told her it existed. I just want to bring it to your attention so you can inform other people of what I consider improper business practices. I do not expect anything back as I knew what I was getting into. I just want to make everyone aware of their practices.Desired Settlement: Just want to bring their business practices to every consumers attention in case they desire to use them.

Business

Response:

We Hydro scrubbed the sewer line. When a line gets Hydro scrubbed it can work as a temporary fix if a line is broken. Just because the sewer hasn't backed up does not mean there are not any issues and we should not assume as such.Since the customer is not requiring a settlement; we at Mr. Rooter consider this complaint closed.Thank you,Mr. Rooter Plumbing

Consumer

Response:

Review: The company charged $895.00 to my credit card but never showed up to perform the work. I called to cancel the service when they did not show up. A week has passed and I have made 3 phone calls regarding the matter but they still have not reversed the charges on my credit card. Twice I have been promised that a manager woudl call me back but none has called.When the original operator ([redacted]) showed up at my home to make an assessment, he told me that my problem could be solved for a repair fee of $895.00. I agreed to this fee and scheduled the service for 2 hours from that visit. He then determined that he was wrong and it would require repairs totally $6500.00. I told him I would not proceed and cancel all services. At this time, he changed his mind and told me that the $895.00 repair would solve my problem after all. I agreed again to the repair but the time window changed from 2 hours later to 7-9 that evening. I called at 8:30 when I still had not heard from the service technician and was told that he would be out in an hour. I called again at 10:00 pm when no one had arrived and was told that he was having vehicle trouble but was on his way. At this time, I canceled the service and asked to be quoted the cost of only the initial technician visit. The company had already made the $895.00 charge to my credit card even though the service had not been performed. I have been trying since then (6/16/14) to have the charges reversed with no response.Desired Settlement: I would like the $895.00 refunded to my credit card account. I believe thsi is fair since the work has not been performed at my home. I gave the company an opportunity to perform the work as promised and they did not show up.

Business

Response:

The refund is being processed in the amount of $895 for a credit card reversal. This will take 3-5 business days to post on the account, but the reversal transaction has been completed as of 10:00am on 6/24/14.

Review: Mr Rooter completed a job for us in November of 2013. After speaking with our insurance agent, we realized that we needed an itemized breakdown of the labor that was done in order to file a claim with our agent. I called Mr. Rooter for 6 weeks, talking to the secretary and each time, she took my name and number and no one returned my call. After six weeks of trying to contact them, I hired an attorney to deal with this issue on my behalf. My attorney spoke with someone in the office and he assured tHer that we would have an itemized breakdown by January 2, 2014. As of yet, we still have not received any documents from Mr. Rooter.Desired Settlement: The only thing that we are requesting is an itemized breakdown of services that they completed in our home so that we may file a claim with our home owners insurance. The job was paid in full immediately upon completion.

Business

Response:

Customer requested a breakdown to submit to insurance. Customer will have this breakdown by April 4, 2014.

Plumber explained what he was doing and work was completed in a timely manner. Will contact in the future for our plumbing needs.

Review: I hired Mr. Rooter in April of 2013 to replace a section of my sewer line. In the process of performing the excavation work, the contractors damaged my porch and unknowingly damaged my neighbor's sewer line. In the fall, they had to return and excavate my yard a second time to repair my neighbors line. It is now a full year later and Mr. Rooter still has not completed the concrete work that was part of the original contract. I have been trying to contact Mr. Rooter throughout the year to complete the work but I can not get return phone calls. I have left messages with the excavation manager, customer service managers, even the store owner but all to no avail. The employees who answer the main business phone line are very helpful and are giving my messages to management but I still can not get a return phone call. The number of calls I have made to Mr. Rooter number in the dozens. It is infuriating that I can not receive a simple phone call from someone in management after my repeated attempts to contact themDesired Settlement: I would first like to start with a simple phone call. There is a lot of concrete work to be completed and if Mr. Rooter is unable to do it for whatever reason I would be willing to hire a concrete contractor to finish the work and have Mr. Rooter pay for the expense. I feel a full year has been plenty of time for Mr. Rooter to complete the contract.

Business

Response:

On 5/1/14 at approximately 11:00am, our excavation manager, [redacted], called Mr. [redacted] and left a message explaining that we will be out within the next two business weeks (5/5-5/9 and 5/12-5/16) to complete the concrete work at his residence. We will call him before the crews are dispatched to his residence to ensure someone is home at the time of service.

Business

Response:

Technician number [redacted] went to home on 6/12/14 to complete a recall jet to clear the customer's line. The excavation clean up is on the schedule in the order in which it has been excavated.

Consumer

Response:

Review: I was threatened by the technician that he was going to kick my door in if I didn't pay them for a service not completed. The technician also said "HE KNOWS WHERE I LIVE" Whats that mean. Im calling the police I think for terroristic threats. Do not do business with this company. Very rude technicians and the price I was quoted on the phone was not the price the tech gave me when he arrived. The coupon I had was for $89.00 and was reqouted for $110.00 when he came with easy access to the spot needed treated and work unfinished.Desired Settlement: I wish Mr Rooter to be notified that there technician did this so they do not try this with others.

Business

Response:

We at Mr. Rooter apologize for the manner in which our technician acted. He has since been reprimanded. Our manger Brian has discussed this with you and we hope you will not use the actions of one technician influence your complete view of our company as a whole. We at Mr. Rooter consider this complaint closed and hope you will as well.Best Regards,Mr. Rooter Plumbing

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

I was verify impressed with Joe M from Mr. Rooter. He took his time to check all the pipes outside my house to see what my problem was and he was emphatic that I did not need to have the pipes replaced bbut other solutions were available to me. He also consulted with the builders representative on this situation

Review: 2/14 kitchen sink not draining. Had it checked and kitchen plumbing in home was clear backup caused outside home. 2/3/14 s/w Mr Rooter to see if work completed 11/12 outside home by Mr Rooter was under warranty. They said they were sending tech to home. 1st tech came 2/3/14 to home but they had no snake with them and will send a 2nd tech with snake and camera.2/4/14 a 2nd tech came to home with snake and identified somekind of blockage approx. 10-12 ft into the yard. He needed to send another tech with a camera he didnt have one.2/4/14 a 3rd tech came to home with camera. He said block could be at tank less than 1 foot away. He didnt know and wanted to dig. I told tech I needed a better explaination and why is he saying block is less than 1 foot away at a fuel tank and the other tech said the block is approx. 10-12 feet away into the yard? I told tech I needed something in writing and a call with better explaination of problem.I called office 2/4/14 leaving a message with someone to have a manager call me back. No one returned my called by end of day 2/5/14.I called office for a 2nd time 2/6/14 requesting a return call from a manager. I never got a call back.I called for a 3rd time around 10:30am on 2/7/14 leaving another message with someone there to have a manager call me back.I never got a return call and called the office again around 2:45pm on 2/7/14 for the 4th time asking for manager. I was told this time they would give a manager named [redacted] a message to return my call. 2/10/14 still no return call from manager. 2/10/14 at 8:23am I called the office for the 5th time trying to speak with a manager. I was told the managers are in a meeting and will return my call in his free time.It is now 3:23pm on 2/10/14 and I have still have not had a return call.Desired Settlement: I want a return call from a manager at Mr Rooter explaining to me what their three technicians identified as why the sink is not draining and what needs done for the problem to be resolved.

Business

Response:

[redacted] called customer on 2/11/14 at approximately 3:30pm per customer request.

Review: BAD CUSTOMER SATISFACTION AND SERVICE!!!!!!!!Had a backed up toilet. They came to "Repair/Unclog" it-which they did. However 2 days later, same problem with the toilet. Have called many times to try to work out this problem/disagreement only to get the "runaround". This service was provided on Feb 20, 2014 and have started calling on Feb 22, 2014. Have left many messages and told to talk to "[redacted] or [redacted]". Last few times I called, I was told they would call me back--NO CALL!!! Tired of wasting my time with this company--they don't care about customer satisfaction. I have paid $142.95 for this service. Would like my money returned as job apparently was NOT done.Desired Settlement: paid $142.95 to fix this problem only to have to have problem refixed 2 days later. I feel ripped off by this company-paid for service that they failed to complete. Want my money back, no credit, no other option available.

Business

Response:

As noted on invoice #[redacted], Mr. Rooter Plumbing came out on 2/20/14 and unclogged a toilet. The toilet was operating fine at the time the technician left the residence. We received a "100% Satisfaction Signature," a "Service Authorization Signature," and a "No Warranty Allowed On This Repair" signature. It is also noted in the second column that there is no warranty on this repair. This customer refused any additional services and only wanted a refund knowing that there was no warranty left on his repair per his initials on the invoice. In regards to contact with managers, he has spoken to two different managers on multiple occasions. He was dissatisfied with the managers answers because, as stated previously, there will be no refund given per his signatures on invoice #[redacted]. Unless Mr. [redacted] would like additional services at a cost to him, this matter is textbook and considered closed.

Review: Plumber completed a $6,000 job for me. However, when requested to provide a detailed bill to submit for insurance purposes, Mr. Rooter failed. We have tried several (4 of which can be documented) times to no satisfaction. No return call, no email from this company. Once job is completed, they are done with you.Desired Settlement: At this time I am not sure how it can be resolved. I have a limited time to file an insurance claim as well as provide documentation. I am asking for a simple item of which will likely cost me over $2,000 because I cant comply with the insurance company's demands. Very dissatisfied.

Business

Response:

Mr Rooter will provide a breakdown for the work that was completed at the property . Will be mailed out today

thank you ,

Consumer

Response:

Thank you! I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.