Mr Rooter of Pittsburgh

Review: Hired mr. rooter to do simple drain cleaning after being on job 30 mins and not running snake properly and running water with snake something I know as I use to help snake sewrs for a plumber when I was a young man . Claimed he could not open sewer line wanted $4200 to open floor and fix sewer. we hired a different plumber they came out and with in 45 minutes had sewer line open .charged us $150.00 which included specail enzyme to keep line open.Desired Settlement: would like refund of money for not opening sewer line and for them to discontinueshady practices.

Business

Response:

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

Service tech was prompt and courteous.

Found the problem and resolved quickly.

Price was more than fair for a Sunday call.

Would recommend this Company and tech.

Review: I'm filing this complaint for my Father, who's 79 years old. On May 8th 2016 my Father was taken advantage of by Mr. Rooter Plumbing representative Brian V[redacted] Tech # [redacted], phone number ###-###-####. My father called Mr Rooter due to a backed up drain in the laundry room sink. Mr. V[redacted] came and after sending a camera into the drain told my Dad that the entire pipe was corroded and needed replaced. It would have to be dug up then backfilled and concrete. Asked for immediate payment to start the job and also scared my Father by telling him that the water would damage the entire foundation if not done asap. My Father gave him a check for $3,400. When Mr. Rooter returned he had another man with him that was supposed to be " An Insurance Expert", Tom A[redacted]. His business card said he's a Project Manager with [redacted]. They proceeded to tell my Father that "All of his pipes are corroded and needed replaced". At the tune of an additional $15,450.00! Then Mr. A[redacted] told him he was in the insurance business for 20 years and that " Don't worry. Your insurance company will reimburse you for all or most of the money". And he went on to tell my Dad he'll help him with his insurer every step of the way. My Dad is borderline nursing home ready. He had no idea that normal wear and tear is NOT covered by home owners insurance. He gave them another check for the additional $15,450.00. He didn't tell me or my Step Brother until a week after the work was done. I'm an insurance Broker with 28 years experience and my Step Brother is a contractor specializing in electrical. I knew immediately that his home owners wouldn't pay one penny. My Step Brother called in 2 contractors and one said he would've charges 3 -4 thousand retail but for a friend around $800. The other said "around $3,500. Mr. Rooter never gave my Dad a receipt for the second check! Although it was cashed. And they only replaced the one pipe originally quoted at $3,400.Desired Settlement: I want the $15,450 that was swindled from my Father returned to him. The job was shoddy at best. The subfloor they jackhammered up behind the bar was not replaced and the concrete job is uneven and doesn't even slope toward the drain in the floor.

Business

Response:

To Whom It May Concern:

This is in response to the Complaint, ID No. [redacted], filed on behalf of [redacted] with your office on July 8, 2016.

First, I am enclosing copies of the following documents:

a. Invoice No. [redacted] dated May 8, 12016, which shows the work agreed upon, the price for the same and which contains the signature of [redacted]. Please note as indicated by his signature, Mr. [redacted] accepted the work performed and acknowledged satisfactory completion of the work;

b. A Property Damage and Landscape Waiver signed by Mr. [redacted] on May 8, 2016;

c. An Emergency Work Authorization signed by Mr. [redacted] on May 8, 2016; and

d. A Waiver of Right to Cancel signed by Mr. [redacted] on May 8, 2016.

A review of the Complaint, filed on behalf of Mr. [redacted] by his son, shows that his Complaint focuses on conduct of Tom A[redacted], a project manager with [redacted] Apparently, Mr. A[redacted] made representations to Mr. [redacted] that his insurance company would reimburse him for the agreed upon repairs. Unfortunately, Mr. [redacted]’s insurance company did not reimburse him.

My review of the documents and narrative provided by Mr. [redacted]’s son shows that Mr. Rooter did nothing wrong in connection with this consumer transaction. Mr. [redacted], Sr. had a sewage backup at his house, agreed upon a scope of work, signed an appropriate emergency work authorization and then signed an acceptance of the work performed, acknowledging satisfactory completion and that his premises was left in a satisfactory condition.

If Mr. [redacted] has a complaint at all, it appears to be with representations made to him by Mr. A[redacted].

In addition, please be advised that when dealing with customers who appear to be over the age of 65, Mr. Rooter’s representative always ask them whether or not there is anyone they need to consult with prior to making the decision to go ahead with any recommended work. In this case, Mr. [redacted] indicated he was capable of making the decision on his own and there was no one else he needed to consult with. Based upon the statements made in the Complaint, Mr. [redacted] did not see fit to even tell his sons about having the plumbing work done until a couple weeks after it was completed. A review of the narrative does not indicate that Mr. [redacted], Sr. has any problem with anything done by Mr. Rooter.

Because all of the contracted for work was performed by Mr. Rooter and accepted by the consumer, we believe the Complaint has no merit and should be regarded as resolved.

If you have any questions or need any additional information, please do not hesitate to contact me.

Very Truly Yours,

Robert *. B[redacted] (Owner Mr. Rooter Plumbing)

Consumer

Response:

I had a very positive experience with this business. Joe came out, found our problem, explained what they would do. Their team came out and proceeded to go right to work. They worked steady, they were polite, quiet, and cleaned up the area before they left for the day. Joe, Brian, Lewis and Nathan, were the team and I would recommend them anytime.

The teams were helpful and friendly. Their work was good also.

I used Mr Rooter for a major sewer problem and while the work was done well, the company has refused to provide the documentation I need to file a homeowners insurance claim. While they have been paid, I am not able to collect the roughly $5,000 due to me under my insurance coverage.
They have offered a 60%/40% breakdown only, which [redacted] will not accept. How hard is it to itemize the work they did?

Review: August 4, 2016 I received a call from my tenant at a house I rent out. She said that her toilet had overflowed and was unable to plunge it clear. I remembered hearing on the radio that Mr. Rooter would "clear any drain" for $76.00 so I gave them a call. They told me that they could come and fix the problem that morning and there was only one job ahead of me. They said they would call me when they were on their way. After numerous times calling back to see when they were coming, they finally said they were on their way around 5:00 pm that evening. No one was able to use the water all day because the toilet would overflow again. They finally showed up later that evening around 7:00 pm. The technician "Isaiah" attempted to clear the main drain at the cleanout with his snake. His snake had no cleaning head it was only a cable .... he was therefore unsuccessful. He recommended having the "jetter truck" come out. At this point we were all very frustrated and desperate after waiting all day to get this done! Isaiah wrote up a bill for the jetter truck service for $705.75. The bill clearly states that there is a 2 year warranty included. He said he was 99% sure this would solve my problem and assured me that if I purchased this service, there would be a 2 year warranty should I ever have another problem. I paid for the service. Around 10:00 pm Brian V. came out with the jetter truck and was able to get the toilet to flush. Brian V. also assured me that If I had any other problems they would be covered under the warranty for 2 years.

8/25/2016 the problem reoccurred. This time Brian B. came out. He was there for a couple of minutes and then left. The toilet flushed but not very well.

9/3/2016 the same problem occurred. Mr. Rooter was called and they said they would send someone right away. I called them repeatedly all day on 9/4/2016. Earl M. finally showed up on 9/5/2016 after 2:00 pm. He refused to attempt to clear the drain. He said that the warranty was over since they had to come back one time. I begged him to at least try to clear the drain ... we had been waiting for their service to come for days now. He refused! He said that they were going to have to dig up the "trap" and that I would have to agree to pay them over $5000.00 before they would do anything else. I asked him if they were going to put a camera down the drain to see what the problem is ... he said NO!

It's now obvious to me the scam they are running so I did not agree to their $5000.00 demand. I hired a local Father and Son plumbing company. They cleared the drain and it's still clear to this day. The new plumber said that Mr. Rooter did not clear the drain down far enough and that is why it continued to clog. I told the new plumber that the first Mr. Rooter technician tried to clear the drain with just a cable and no head .... he just laughed.Desired Settlement: I would like a refund of the $705.75.

Business

Response:

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

On time, courteous.Technician did what I asked which was to snake out the drain as a preventative measure.

Review: Call to Mr Rooter2 company for main drain back-up in basement. Tech said that the only service that would truly correct the drain back-up problem, was to get a hydro wash for $599.00 - which I declined. I only wanted what they had advertised in there coupon listing for $76.00 (advertised as UNCLOG ANY DRAIN - Drain cleaning). Tech used motor generated snake from truck to basement trap drain - which is 10 feet from the floor drain. He did not snake at the main floor drain as requested (and where the source of back up started)! In addition, he completed the process in less then 10 minutes. I know I'm not a plumber, however I had the same issue w/same drain 2 years ago (used a different company- and they went to the main drain to complete the unclogging process - and the complete process - was greater than 30 minutes [maybe Mr. Rooter has upgrade equipment ? But I feel that they were using the same as the previous company] --- in addition, prior service company completed the snaking (unclog) process from the outside drain). In my "opinion" Mr. Rooter did not do a through job, based on my previous experience! When presented with the bill there was an upsurge charge of $ 9.75, that was not listed any where in the hidden wording on the coupons - nor was I informed of this prior to starting the job. The fee is call a (TFS) "transport fee charge" ? I question what it was and why I needed to pay additional money (didn't get a good answer) ? The Tech also, informed me that what he did would not last ! WHO says that after they complete a service that is supposed to fix a problem? Not a big deal but the tech never introduced himself as well. I'm very dissatisfied with the service provided and the hidden costs associated with this job.Desired Settlement: Refund for the hidden TFS charge (9.75)! And if my basement floods with in the next 90 days - I feel that an honorable company should return and complete the job as expected by standards of good faith, and backing up there services !

Business

Response:

In good faith we are refunding the $9.75 as well as an additional $20.00 for any inconvenience this may have cause you. (Please see attached check) Also, we would like to inform you that your service does have a one year limited warranty with it. If you have any additional issues please feel free to call the office and ask for Mr. B[redacted] (the owner) or Mrs. K[redacted] (his assistant).

Best Regards,

Mr. Rooter Plumbing

Earl at Mr. Rooter of Pittsburgh has done an outstanding job helping us get the best value for some very serious sewer line issues. When the traditional methods didn't meet our needs, Earl got authorization to do more extensive work at no extra cost to us. He is friendly and professional, does a fantastic job keeping us informed, and worked diligently to get us the best solution at the best value. thank you Earl!

Review: I'd first like to say that the receptionist and technician were very nice. The problem is they bait and switch prices when they get to your house. Our water heater had to be replaced. I called Mr. Rooter and they said the price would be $699.99. I asked if that included the installation and they said YES. So they came to my house and the technician said it will be $1,063.00. I said when I called in, they quoted me a price of $699.99. The technician said "The office people really don't know the prices. You have to wait until we get there to give you a price," which was never told to me. What are you supposed to do then? Two days without hot water and they reel you in with the $699.99 and when they get to your house it goes up $300. You're at their mercy. It would take another day or two to get someone else to come out, so I proceeded with the replacement. I called the manager and he offered no apology or resolution. He said I wasn't going to get any money back and also told me that I was lucky they let me use a $50 coupon which is in the local Clipper Magazine that goes to everyone's houses in Pittsburgh, which specifically says $50 off any water heater. I told him we went with them because he had the lowest price only to find out they were one of the most expensive. As it turns out, it may have not even been the water heater. I don't blame Mr. Rooter for that. The water appeared like it was coming out of the water heater in a steady flow. However the furnace is approximately 2 feet from the water heater and the furnace man came out that night after the technician left and here the water was coming out of the air conditioning unit on the furnace, not the water heater. I wondered why water was still coming out from underneath the water heater after it was replaced. So I blame that on myself for not looking at the furnace, but perhaps they could have told when it was taken out that the bottom looked fine. Who would think a furnace would leak wateDesired Settlement: This sentence didn't fit in the above space. It would be extremely rare for the water heater and furnace both to break and leak at the same time.

I think I'm entitled to a partial refund. The furnace man can attest that the water was flowing down the ductwork inside the furnace, around some window screens and flowing under the water heater and out on to the carpeting and tile floor.

Business

Response:

We at Mr. Rooter feel it is very unfortunate that Mr. [redacted] feels we used bait and switch. As per the attached invoice; Mr. [redacted] signed authorizing us to perform the work. He also signed the 100% satisfaction signature. We honored the coupon as well as charging member rate even though Mr. [redacted] is not a member. Please refer to the invoice for the amount of the discount. With that being said, our technician saved the customer over $300.00 already that they were not required to do. We at Mr. Rooter feel we provided the services at the agreed apon price based on the signature of the customer. Therefore, we feel this complaint should be closed.

Best Regards,

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.

MR Rooter of Cincinnati is the worth service that exists.
The technician will come in and charge you $ 59.99 for an estimate to fix a small drain for almost a $ 1000.
People have no choice to pay a call that is usless.
Dp not use this service!

Review: On 9/9/16 Mr. Joe M[redacted] came to our house to inspect a backed up laundry tub. He told us the problem and the solution. We agreed on a price of $4,459.75. I was paying it with 2 credit cards. $2,230.00 on one and $2,229.75 on another. Mr M[redacted] mistakenly wrote $2,329.75 instead for my [redacted] card. I didn't notice until after he left and called right away, the same day. The charge was put thru as $2,329.75 instead of $2,239.75. I've called him at least 3 times and was told it was done but takes at least 6 weeks for the credit to appear, which is ridiculous. I've called the office twice in the in the last week and both times told that an email would be sent to a manager and I would be called. I have not been contacted. I won't go into they never came back to clean the floor although three times I was told they would.Desired Settlement: I have no problem with the work they did. Both men were polite. I just want my credit card credited with the over charge of $100.00 or send me a check.

Business

Response:

We at Mr. Rooter Plumbing apologize for the number being inadvertently swapped when processing the payment as well as the miscommunication in regards to the credit card charges. The 6 weeks which was referred to in the letter was in reference to the refund showing up on the actual credit card statement. Please see that attached copy of the refund to the customer. In regards to cleaning the floor. We would be happy to send someone out to you. If you would like to make arrangements for it; please call ###-###-####. This is for the Administrative Assistant for the company. Best Regards,Mr. Rooter Plumbing

Consumer

Response:

Review: Had a clogged sewer drain . Wanted to know what problem was before I had service done . With a camera so if it was broken pipes I wouldn't waste money on the service . Was told I got a free camera with service . When guy showed up no camera . Said that was another techs job . So now even though I told them I wanted to know first no camera . Tech used the high pressure water . Start to finish 20 minutes work . 704 dollars . That is highway robbery. They had that in mind the whole time . And they offer 95 dollar sewer cleaning on their add . It's the same thing .Desired Settlement: Lower the price . Talked to some plumbers said I was stupid for paying that . Would have done it for less than 250 .

Business

Response:

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

Review: I am writing in regards to an issue I am having with Mr Rooter plumbing. I have been calling daily to discuss a billing issue with a manager and continue speaking with secretaries in the office who claim they have been emailing the manager to get in touch with me. I have yet to receive a phone call. I want answers in regards to why I was charged $6500 for the service I received. I have been requesting an itemized bill. I believe I was grossly over charged and I do not believe the stated job was completed. I spoke with [redacted] a secretary in the office that stated the reason I paid 2-3x more for my service was for a lifetime guarantee warranty. I did not agree to pay for any such warranty. I thought it was included. I want refunded for the warranty. The job was very minor. The parts alone were probably $100. He replaced ~5 ft of pipe and only removed a small portion of the cement floor to complete the job ~2'x2'. It took less than 3 hours to complete the job, however the technician was at my home for 9 hours. He did not leave until 9pm. Most of the time he was sitting in my back yard smoking cigarettes. My entire evening was disrupted, I had no water all day and I have an infant to care for. I could continue complaining about how poor this company is in every aspect but ultimately all I want is some of the money back or more work completed to justify the amount of money I paid.Desired Settlement: Itemized statement explaining all costs; parts, labor, warrantyRefund for amount over charged

Business

Response:

A breakdown of the job will be mailed to the customer on September 22, 2014.

Review: This company did poor work -- they did not use the materials promised, did unnecessary damage to my home, and sent very inexperienced workers. When given the opportunity to come address the issues I had with the quality of their work, the materials they DIDN'T use and the damage done, they made an appointment with me and then never showed up. Nor did they respond to my phone call (sometimes caller ID can be a curse!).Desired Settlement: I would like a refund.

Business

Response:

Dear Ms. [redacted],

Review: Called Mr Rooter Plumbing to install 50 gallon hot water heater. After employee left it was discovered that $100-$110 was stolen from wallet laying on table where employee passed several times in and out of the house to secure tools/materials from his truck. Called Mr Rooter and was told three times that someone would call me about the matter and no one returned my calls. Reported incident to the Whitehall Police Dept and they took a report and found that employee had multiple criminal activities on his record. Employee denied stealing the money but no one other than employee and family members were in the residence since the money was last seen. Secondly after the hot water heater was installed the Whitehall Fire Dept found that there were two gas leaks on a pipe installed and that the pipe installed was not to code. Whitehall Fire Dept called Mr Rooter Plumbing and asked them to come and make repairs as the gas to the tank had to be shut off for health/safety reasons. A different repair man was sent and installed the correct pipe (to code) and also found that another pipe should have been replaced as it was not to code and he replaced that pipe also. I am disappointed that a national company would send an employee that has a criminal record to any customer's residence or place of business and not inform them of the employee's criminal record. The $100-$110 belonged to my 13 year old daughter who worked hard to save the money. I should not have to worry about a repair person coming into my house and stealing. Secondly if I am paying someone to provide a service it should be done correctly with the correct materials. Fortunately the gas leak did not cause injury to any family members or result in an explosion. The last item I wanted to mention was that I was told they could replace the 50 gallon tank with another 50 gallon tank. A 40 gallon tank was installed. I have been unable to find out why a 40 gallon tank was installed when a 50 gallon tank was requested.Desired Settlement: I would like to be reimbursed the $100-$110 that is missing. I would also like to know why a 40 gallon tank was installed when a 50 gallon tank was requested and if I was charged the appropriate price since a smaller tank was installed. I was charged $1,143.75 for the installation work. I would like to be reimbursed monetarily for the inconvenience it caused and the poor service provided by installing the tank improperly with two pipes that were not to code.

Business

Response:

This is a response to the complaint ID #[redacted]. It is alleged that our employee may have taken cash from the home. After speaking with the customer, she was advised to contact her local police department which she stated she has. It is now in the hands of the police. We are not in charge of this case any further.

Service was excellent! Brock B. did great work!

Excellent work, great communication

My experience with Joe L. that is employed by Mr. Rooter Plumbing was an excellent.

experience. Joe was very professional, when he arrived he assessed the job site, and knew immediately what had to be done. He explained it all to me,left my house to obtain the materials necessary to complete the job, came back in the time he said, completed the job, cleaned up all the debris made sure all was in working condition, collected payment for his services and departed. I would highly recommend this company to other persons. If I find the need for additional plumbing services you wold be my choice. Actually Joe found an electronic issue that I did not know that I had as a result of his good service. Thank you for a job well done.