Mr Rooter of Pittsburgh

Thanks so much Jack C for all your help! On Sunday our basement toilet backed up into the shower (gross) so we called the warranty company who sent a random company out twice over the course of two days that couldn't diagnose the problem. Jack came out and immediately knew what was wrong and set to work efficiently and competently to fix it. After two days we can finally use our bathrooms, all thanks to Jack! It was all around excellent service.

Review: Mr. Rooter fixed our outdoor trap in 2013. We are now in the process of selling our house and a dye test was completed as required by the township. We failed the dye test because the air vent in our driveway for the outdoor trap is not elevated 1" above the drive. This may allow water to enter the air vent and infiltrate the sewage system. We were told that Mr. Rooter should have been aware of the appropriate way to install the vent. We have tried to contact Mr. Rooter several times. Each time we are told that a manager needs to address this issue and a manager is never available. If this is not resolved it could prevent the sale of our residence. Another plumber who is not Mr. Rooter has quoted us $450 to correct this issue.Desired Settlement: I would like Mr. Rooter to repair the air vent correctly. I would like a manager to speak with me regarding this issue. It they are not willing to fix the issue than I would like them to pay the cost of having another plumber complete the work.

Business

Response:

Mr. Rooter Plumbing apologies for any inconvenience. Since this complaint has been filed Mr. Rooter Plumbing has sent a technician out and this issue has been resolved. We at Mr. Rooter Plumbing feel this complaint has been resolved and consider it closed.

Best Regards,

Mr. Rooter Plumbing

Shoddy work, unreliable, unethical. If you hire these thieves you deserve to be ripped off. Rude disrespectful and dishonest is what they are. If there was justice they would be [redacted]

We discovered our sewer was backing up at the trap outside the garage door. We had a coupon for a drain cleaning for $89.00 and free video inspection from Mr. Rooter. The service person came with a camera on the end of what looked like a large extension line and a viewing screen. I never saw a snake to clean the drain. I don't think this person was a real plumber but a sales person. He inserted the camera down the pipe and poked around a bit. He said he believed the trap needed to be replaced. He didn't even go any fu rather with a snake to see for sure what the problem was. Or if the rest of the line was clear. That's why I question his plumbing skills. All he wanted to do was the paperwork. He wrote up an estimate for digging up some of the driveway, replacing the trap, filling in the hole again and cementing the driveway. This would cost $ 5,800.00 and he could probably get a crew out here tonight to start the job. We told him we couldn't make a decision that fast. He was not happy. He asked for a $ 98.75 payment. We wrote a check. We were glad to see him go. We called another plumber. Lucky us. HE WAS HONEST. He ran an electric snake through what the other guy said was a collapsed trap and out to the street. The plumber said we just had a clog. We didn't have to buy a new trap, we didn't even have roots in the drain. He charged $ 95.00. I will recommend our new plumber to everyone.

Employee was timely, efficient and very knowledgeable.

The plumber showed up on time did the job in a timely manner and was very professional I would use this service again

Review: On March 18 and following the company repaired, replaced and relined our sewer system house trap and pipe to the main line. To do this a large hole was made in our driveway. This was filled with gravel and we wee told that the driveway would be repaired with concrete " in the Spring, when the weather is warmer". It is now mid July and calls and emails requesting that this be done have not been returned. We have paid the requested amount via Discover card in full on the understanding that the work would be completed. Since the payment has cleared their response has been non - existent. We are trying to work around other work that must be done in the home but can not get a schedule with which to plan.

Business

Response:

Unfortunately, due to an extended amount of rainy weather we were unable to complete the concrete work on a more timely basis. However, the concrete work at this location has been completed since this complaint was filed. Therefore, on behalf of all of us at Mr. Rooter we consider this complaint resolved.

Consumer

Response:

Review: I was told they would have to dig a 5'long by 5'long trench where the blockage was that they could not open with the snake. The cost,$5,5599.00.I thought it was a lot of money but was told they have to follow [redacted] codes which are very strict so I signed a paper saying I would pay with two credit cards. I also signed a NOTICE OF RIGHT TO CANCEL top and bottom as told but was not told the bottom part was a waiver of right to cancel.Things were hectic with all the equipment already in my driveway. They dug up the first partial blockage and found another blockage further down the line. they were now waiting for the water pressure truck to come back.I was now told if the line cannot be unblocked it would cost $9,201.50. They said I might save some money if they can unplug the line and insert a flexible liner thus not have to dig up the whole line.I left for a Dr.s appointment and was gone exactly two hours, but when I got back the entire trench had been dug. I was told there was another blockage they found while I was gone so I am stuck for the entire amount of $14,800.00.I had signed all those papers under a great deal of stress along with my A.D.D. but they had me sign what I thought was a sales slip but it was for another credit card that I did not know about until it arrived a few days later. I called and cancelled the card that also had Mr.Rooter under my name on the card.Three days later I get a bill from the [redacted] bank credit card for the balance of $5,628.00. I called and told them I had cancelled that card but they said the money had been withdrawn before I had even received the card.The fact is Mr. Rooter withdrew $4,600.50 from each of my credit cards on the first day they arrived at my house.They have all the money for the job before the job is even done. I have since found out I was charged at least double what any other plumber in the area would have charged.I know I signed the papers but was rushed and very upset.Desired Settlement: I would like to get $7,000 back from the $14,800.00 that I feel I was hustled out of.

Business

Response:

Mr. [redacted]On invoice #[redacted], Mr. [redacted] signed the authorization for the $5599. Also on the same invoice, Mr. [redacted] initialed the "property damage waiver" and signed the "waiver of right to cancel" and also wrote in his own words as to why the work needed to be completed. Mr. [redacted] also filled out the Credit Card application form in full with his signature and provided two forms of identification for the bank's approval process. On invoice # [redacted], there is a signature for $9201.00. On this same invoice, it states the total cost of the job and Mr. [redacted] initialed the waiver of responsibility to his property. As stated, he did signed the waiver of right to cancel and wrote in his own words why he was waiving that right, for the second time. I will also note that he has signed and dated, as mentioned, both emergency work authorization forms. The settlement in dispute of $7000 is not found by Mr. Rooter. Mr. [redacted] has signed all copies and has even written in his own words as to why the job occurred and needed to continue to occur. Mr. Rooter will note all authorized work was performed and installed per plumbing codes and is deemed complete.Thank you,Mr. Rooter Plumbing

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.The salesman rushed me into signing those documents which I found to be very deceptive and have faxed them to you.

Review: I called Mr. Rooter to fix a gas leak. They arrived andexplained that they needed to charge me a fee to find the problem. I explainedthat the gas company [redacted]) did not know where the leak was when theyasked. I agreed to the fee because it was for them actually finding theproblem. They were to find the problem, and if I used them to fix it, theywould waive the fee. If I went with a different plumber, they would go aheadand charge the fee. The serviceman they sent out got off the phone with me (Iown the property but do not live there), called the gas company and called meback explaining that they told him it was in the service line (from thesidewalk to the meter) but they did not know which one (the house used to be aduplex so there are two meters) and they did not know where exactly the leakwas. The solution he had was to tear up both lines in their entirety, replacethem, and charge me between $13,000-$14,000. I asked if he was still chargingme the fee since he did not find the leak, he said yes. I asked for a copy ofhis report to be mailed to me, I have yet to receive that. I called thebusiness on Monday after finding a new plumber who will actually find theproblem and not charge me ridiculous rates. Told them I was using someone else,that I would like a refund because they did not actually find the problem -they just want to replace everything. I was to hear back. I called back twodays later. I have yet to hear anything. They went to my property on 1/17/2015.I called to request a refund on 1/19/2015, followed up on 1/21/2015. I alsoemailed corporate with a complaint on 1/21/2015 and have yet to hear back. Thefee charged is $233.11. Had they actually found the problem, that would be onething. However, not finding the problem and deciding to just replace everythingand charge me way more than they need to and not return my phone calls is justpoor business. Especially for a company that boasts of good customer service.Desired Settlement: I would like a refund of the fee they charged me which is$233.11.

Business

Response:

The total amount that was collected will be refunded to the [redacted] card which was used to pay for the services. This may take between 7-14 business days.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.

Satisfied with prompt response, efficient installation, and courtesy of plumber.

Plumber was a little late but when he arrived he was courteous and helpful. He worked quickly to resolve my issue and was gone within an hour, and my clogged drain line was fixed.

Review: Mr. Rooter was engaged to repair a sewage backup in our garage. This required them to dig up our yard and replace the trap, etc. When they dug up the line, they hit the neighbor's electric line. They never informed us that they hit the line. My neighbor had no electricity or heat for days while it was below 10 degrees outside. Despite many attempts to contact Mr. Rooter, our neighbor and us were treated very rudely. Our calls were not taken. They hung up on both our neighbors and us when we called. They refused to assist in repairing the electric line saying it wasn't their problem. They called our neighbor names. They stopped working on the sewage line and left a giant hole in the front of our house which is dangerous as I have small children. It took them over 2 weeks to come back and finish. They did dig up the electric line so my neighbor could have it fixed. But then they cut our cable line into the house. So we had to have the cable company come out and repair it. It took threats from a lawyer before they agreed to come back and finish. That was in February or March. They were supposed to come back in the spring to fix the driveway they dug up as part of the job. It is almost June and once again they refuse to call us back despite numerous attempts to contact them. Yet, we are expected to pay for a service that hasn't been completed. They charged us $6500 for the worst headache of our lives. Will never use them again. And our poor neighbor was just an innocent bystander who was just treated unfairly and horribly.Desired Settlement: I don't really know what our options are. I would definitely like them to come and fix our driveway immediately. Although I am scared that they may retaliate by ruining something else or do a bad job which would take even more time to remedy. I do feel that since our service was so poor, we should get some type of reduction in cost. But I feel like that won't happen since they did fix the sewage issue. Mostly, I just want them to fix my driveway so I can never have to deal with them again.

Business

Response:

Mr and Mrs [redacted]As per your conversation with [redacted] excavation manager on May 24 or May 25. Mr. Rooter will repair your driveway however in the best professional workmanship like manner the ground needs to settle therefore Mr. Rooter (Mr. [redacted]) will be in contact with you the week of June 15th, 2015 and schedule it that week weather permitted.Sincerely [redacted]

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.

Super service by Joe M[redacted]

Review: We had contracted Mr. Rooter to complete a job within our basement. The employee that they sent to our home estimated the work, wrote the estimate off the top of his head without rationale, and then required that we pay upfront without discussing services/timeline/or discussing other options (and cashed our check in the blink of an eye). We felt forced into signing to begin the work. The work had begun that same day with multiple workers associated with the company. At the end of the day our home was left a complete disaster without any communication on when someone was actually going to fix the issue. They say that they will protect your home flooring and clean up their mess, but our home was left in complete filth nor was any precautions taken to prevent them soiling our home. The employee that estimated the job furthermore wrote an additional estimate (off the top of his head, without rationale) for more invasive work and insisted that we sign and pay more money upfront (luckily we didn't). After being deceived by this company we then decided to go with someone more honest and trustworthy that respected our home and was willing to explain exactly what they were doing and why (with financial breakdown of costs), and who was not pushing us to sign paperwork. Hence we had gone with another company to complete the job. As a result of this, we proceeded to go forth with asking for a refund for the work that was not completed, and just be responsible for the work until this point on a Thursday. The associate with Mr. Rooter who was handling our account had promised our refund within 2 business days which would have been the following Monday. Almost a week later, our refund has still not arrived, and everyone we contact at Mr. Rooter seems to 'not know' what is going on. Every contact from the original employee to the administration have been nothing but irresponsible, dishonest, and unprofessional.Desired Settlement: Refund of monies for uncompleted work

Business

Response:

Dear Ms. [redacted],

On March 7 Joe M[redacted] came to our home to do a camera screening. He easily solved our plumbing issues, was friendly, confident & very professional. We were

very pleased.

Review: [redacted] said the sewer was backed up, and he used the snake,and it wouldn't free the clog. He broke open the drain in the driveway to run a camera through. He said he had to have the money up front, $4800.00. That was for the camera and to break the drain open. When he ran the camera he said the whole drain system was bad, and pipes were in pieces. He then said he would have to put in a whole new system, that would involve a whole new line and breaking up the driveway. Additional cost would be around $20,000.00. Then she got a second opinion from another plumber, who said there was nothing wrong with the system.He ran snake 89 feet and used the camera, that showed everything was in good condition. [redacted] called the company this week, and they never returned the call. Will pay for the work that was done, but wants a refund for the work that wasn't done.Desired Settlement: Description as stated in the complaint above.

Business

Response:

Mr. Rooter went to Mrs. [redacted]'s property, started an excavation, and explained to Mrs. [redacted] that she had additional problems. At that time, Mrs. [redacted] put the job on hold to acquire other bids. We have tried numerous times to contact Mrs. [redacted] to discuss charges that will apply for work that was performed on the job.

Isaiah and Brock did a nice job. Helpful recommendations for another project.

Jamie P. from Mr. Rooter did a fantastic job fixing my problem. He was on time and the service was A+ from the time I made the call until he was done. Highly recommend Jamie and Mr. Rooter, Pittsburgh.

THEY WERE PROMPT AND COURTEOUS. THEY FIXED THE PROBLEM IN A TIMELY, PROFESSIONAL MANNER.

Review: Came to open drain failed to do so but charged me anyway I have called countless times but money has not been refunded even though its been promisedDesired Settlement: 895.00

Business

Response:

Refund has been processed as of 8/11/14 at 9:21am. This may take up to 5 business days to show on the credit card statement, but I ensure you it has been officially processed by me personally.