Mr Rooter of Pittsburgh

Revdex.com:
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]

Dear Ms. [redacted],As stated previously, Mr. Rooter has done work on both the outside AND the inside of the home. You are correct in stating that an outside excavation costs approximately $6500 and an inside excavation costs approximately $4500. BOTH were completed at your residence, which would typically be an $11,000 job total. You were only charged for the outside excavation, approximately $6500. It is Mr. Rooter's policy, due to us being a flat rate company, that we do not have the ability to provide an itemized breakdown of cost for insurance purposes. The best breakdown that Mr. Rooter can provide is a 60/40 breakdown; 60% for access and reconstruction, 40% for plumbing, parts, and labor. Please have your insurance agent contact Mr. Rooter directly (###-###-####) for verification and to provide any information to the agent directly. We often deal directly with insurance agents and this is how we proceed with this type of situation. Thank you,Mr. Rooter Plumbing

Mr Rooter Plumbing offers financing through 2 different lending institutions. Mr Rooter Plumbing is not affiliated in any way with the lenders. Once they customer is approved any issues with loans, interest rates, etc are between the customer and the lending institution.  Our Excavation Supervisor has made arrangements to deliver additional top soil by the end of the month.  Once the top soil is delivered we at Mr. Rooter will consider this complaint resolved and closed. Best Regards, Mr. Rooter Plumbing

Our service manager Bryan B[redacted] has contacted the customer.  Mr. Rooter in good faith is issuing a full refund for this customer.  Once the customer receives the refund check; we at Mr. Rooter will consider this complaint closed.Best Regards,Mr. Rooter Plumbing

Unfortunately, this type of work requires more critical scheduling; meaning it can only be completed when the weather is going to cooperate.  Mr. Rooter attempted to contact the customer several times and was unsuccessful.  Since the work which needed to be completed did not require entry of the home and it was already agreed upon; Mr. Rooter took advantage of the weather while it was cooperating.  Mr. Rooter never used any hose at the house.  In fact our technicians brought water with them to use.  We at Mr. Rooter would be more than happy to come out and do a through inspection of the work completed on the trap.  Please fee free to call the office and set up a time at your convenience.  We have a lifetime guarantee on the pipe installed by Mr. Rooter however, there is no guarantee on the concrete patch.  We at Mr. Rooter look forward to hearing from you and we will consider this complaint closed.Best Regards,Mr. Rooter Plumbing

John’s plumbing snaked the line after we replaced the initial 10 feet of pipe. We have video showing damage to the terra cotta pipe that was replaced by us.  I feel that having the second opinion of a plumber after we replaced the damaged line is irrelevant as they were not a witness to the...

initial damage nor have they seen the video. I feel that the $3550 was fair and journeyman plumber Earl M[redacted] diagnosed the situation properly. When Mr. [redacted] said that he filed his complaint I stated that I would not refund his money as he wanted a full refund. I do not feel that a full or even partial refund is deserved as we fulfilled our contract to the T.  It is the practice of Mr. Rooter plumbing to recommend the best solution for our customers. The video inspection revealed that the additional 40 feet of pipe is old terra cotta and has breakages throughout. Overtime roots will grow into this pipe and the risk of collapse will increase due to age and it is still our recommendation to have the rest of the pipe replaced. We at Mr. Rooter feel this complaint is closed.
 
Best Regards,
Mr. Rooter Plumbing

Revdex.com:
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.
I'm definitely Not Satisfied.  They tell you sign here, and here, then intial this.  Please keep this case open as unsatisfied and I will l file a claim with the Attorney General's office.   Thank you.
Regards,
[redacted]

Revdex.com:
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.
[redacted]Not sure what to take of that response. $11,000 worth of work? The technician, [redacted] that came out to the property quoted $4,500 if the trap is inside and $6,250 if outside. [redacted] then peformed a cable camera (#task #[redacted] on the invoice)  and assured us the trap was on the outside, we signed an invoice (#[redacted]) and wrote a check for $6,009.75 ($6,250 - $250 Coupon + $9.75 TFS fee) for work outsided only to find out that the trap was located inside of the house. [redacted] said that he would come back after the holidays to do the inside work. This was done however I have ZERO paperwork on the additional work. I wanted to submitt to my insurance company however NOONE will respond to me. I had given Mr. Rooter the contact to the insurance company  three times and again they still have not provided documentation on the additional work. 12 calls in 3 weeks with no response! The only response I get is from the technition via text assuring me things will get done. The only way the roof got fixed was through  texting and it took them 2 trys to get it right. I was also told that I was the one being unreasonable throught the roofing ordeal. Mr. Rooter tore the shinges off and needed to take resposibility for it. But again noything but a hassle.  Noone wants to talk with  me. The excavation work is still not complets due to weather and I am hoping that Mr. Rooter keeps their word and completes the work. I was told today that they will no longer speak to me because of the complaint I made to the Revdex.com. no suprise, they werent responding anyway. To resolve this issue I am requesting a 50% refund on all work ($3,004.00) and the completion of the excavation in the spring. 
Regards,
[redacted]

Mr. [redacted] claim that a camera technician did not appear at the job is false. Technician 337 C[redacted] was on site with a camera. Upon inspection he realized that the line was impassable and needed a high pressure hydroscrub. Technician C[redacted] informed Mr. [redacted] of the price prior to...

ordering the hydro scrub and Mr. [redacted] agreed to the price. We waived the $95 drain cleaning fee and did not charge for a camera. Technican C[redacted] called dispatch and technician R[redacted] 536 arrived at the residence and opened the sewer line with the hydroscrub. Mr. Rooter fulfilled the contract at the agreed upon price and have all of the paperwork to show this. We will not refund any money as we did the job we were contracted to do. We at Mr. Rooter consider this complaint closed.
Best Regards,
Mr. Rooter Plumbing

Mr. Rooter is refunding the customer $450.00 dollars.

Ms. [redacted],
Your credit card was credited in the amount of $313.82. The number that [redacted] gave you was the confirmation number from the credit card refund. [redacted] is a customer service representative and does not handle the actual refunds, nor does she follow up on billing or credits. That being...

said, [redacted] initially stated that the refund would process within 72 hours, as this is the standard script for our customer service staff to follow when a refund has been approved by our accountant. Refunds will process within 72 hours and will take up to 10 days to post on the credit card statement. Once we process the refund, it is 100% out of our hands with the length of time your credit card company takes to post it to the account. All credit cards are different: some show immediately, like Visa and some MasterCards, while others have been known to take up to 10 days, such as Discover. We give the customer service representatives the 7-10 business day time frame to leave room for all possible issues that may occur dependent upon your credit card company. The customer service department staff is trained to give you the confirmation number of a refund in the event that you need to dispute it with your credit card company. They do not have access to dates, times, or anything further than the confirmation number and amount of the refund. 
I sincerely apologize for the initial confusion with the bill and the technician. This has been rectified and the technician has been trained further in the proper policies of receiving and processing a coupon or discounted sale.
If there is anything further we can do, please let us know.
Thank you,
Mr. Rooter Plumbing

We at Mr. Rooter Plumbing apologizes for any inconveniences this has caused Mr. [redacted].  Mr. Rooter Plumbing promises a "100% Satisfaction Guarantee."   Unfortunately, Mr. [redacted] never gave us an opportunity to send another technician out free of charge to correct the...

situation.  Therefore in good faith; Mr. Rooter Plumbing agrees to reimburse Mr. [redacted] the full amount he paid for services $85.75.  Please see attached a copy of check # [redacted]
 
Best Regards,
Mr. Rooter Plumbing

Mr. [redacted],We at Mr. Rooter operate with integrity and the highest professional standards.  It is unfortunate you feel we do not operate as such.  We would really like to correct any negative feelings you have towards our company.  As you have stated earlier, you are not looking for any financial compensation.  Therefore, we are not sure what is expected to change your negative perception of our company and resolve this complaint.In conclusion, we at Mr. Rooter ask you and the Revdex.com to consider this complaint closed.Thank you,Mr. Rooter Plumbing

Revdex.com:
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.
Regards,
[redacted]

Unfortunately, all plumber diagnosis's are not the same.  Out of good faith Mr. Rooter is refunding Mr. [redacted] the total $705.75.  Please see an attached copy of the check. Best Regards,Mr. Rooter Plumbing

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]

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]

Revdex.com:
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.
Regards,
[redacted]

Price was very reasonable. the gentlemen was friendly and helpful. Did a very good job and explain everything to us and what we might be able to do in the future

Review: May 29, 2015 I signed a contract to repair a blocked sewer line. The work was done. They had to take down one section of fence to get access and was told they would put back up if they needed to take it down. I have called numerous times last summer and last fall. The last time I called, I did get a call back saying they would be out to do this before the weather got bad. I was told they would be out the end of the week, or the beginning of next. That was in November, 2015. I stayed home the end of the week and the middle of the following week waiting for them to come. No show, no call, nothing. They also broke the mounting pad under the a/c unit and was told they would replace that, which they never came back to do. My neighbors cannot believe that the fence is still down after almost a year. I clearly states on my contract that they would put back up. Since the mounting pad was broken, the A/C unit is not level any more. I have never in my life had a service done where they never made it right. I had to pay all the money up front, which I am still paying for and will be for some time.

Business

Response:

We at Mr. Rooter apologize for the inconvenience this situation has caused you. Since this situation; we have replaced our manager who should have taken care of this for you. We will be more than happy to correct the situation in regards to your fence as well as your air conditioning mount.

Our new manager Paul E[redacted] has left 2 voicemails for you and will call again today 5/16/16. Also, if you prefer to contract him directly his cell phone number is ###-###-####.

Best Regards,

Mr. Rooter Plumbing