Mr Rooter of Pittsburgh

Review: My Family had to call Mr. Rooter because we had (2) problem toilets.On July 24, 2013, An Agent for Mr. Rooter came and done extensive work. The total cost was $3,595.10. They promise to apply a discount and send us a detail list of the work that was done, but they never followed up on their promise!The work that was done left our basement leaking. A family member called The telephone number several times since July 25th, 2013, and two girls answered and said that management would call back however, no call and no one came back to look at the leak in our basement. There was no leaks before the work was done now there is an extreme leak and the basement is full of mildew because of the leak caused by the defective work of Mr. Rooter's Agent.It is unacceptable that customer service treats paying customer the way Mr. Rooter has treated our family. No one calls back or explain why they basement is leaking after they done this work and one of the toilets that an Agent of Mr. Rooter was supposed to fix still is not working correctly. Still will not flush sometimes. We paid $3594.10 and one of the toilets still don't work correctly.Desired Settlement: The document we signed indicated 100% satisfaction. With this leaking basement I am not satisfied!I want a refund or they need to come and fix the leaks that they left!

Business

Response:

Two of the Mr. Rooter Plumbing Managers [redacted] customer service manager and [redacted] Service Manager have called and left messages for Mr. [redacted].

We would like to visit the property and fix the issues he is having, we are currently waiting for Mr. [redacted] to return our call to find when would be best to make the necessary repairs.

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.

If they called me I never received any calls. No messages were left for me from this company. If they cannot reach me they can contact us at ###-###-#### and talk with [redacted] about the time they can come.

In anticipation of your prompt attention, thank you for your cooperation.

Respectfully submitted,

"Without Prejudice"

Business

Response:

Complaint ID: [redacted]Dear Mr. [redacted],Mr. Rooter always strives for complete customer satisfaction. The below response is in regards to your complaint filed with the Revdex.com. .We at Mr. Rooter requested to have an opportunity to come to your home to complete work. Unfortunately, you have not given us the opportunity. If you would like to contact us please feel free to personally email me at [redacted]

On behalf of all of us at Mr. Rooter Plumbing we consider this matter resolved.Best Regards,[redacted]

Review: Agreed to give refund for service poorly performed, then failed to do so.Failed to give clear up front pricing advertised, (had me sign blank contract)One technician arrived to do hydro jet cleaning. Job requires 2 men, one on truck, and one at drain end.Technician said he went 70' into drain and encountered no blockage, stated main sewer must be blocked. (Sewer main is 85-95' from point of entry). Tech should have gone either to the block, or the main.Mr. Rooter offers a "notice of cancellation" stating customer may cancel contract within 3 days and receive a full refund. I did this within the 3 days (express mail) and they called me and agreed to refund my purchase within the 10 days promised. I started calling the third week 3-5 times and left my number, and got no other responseDesired Settlement: I would like the full refund promised in their contract ($600)

Business

Response:

we do apoligize with the delay in refunding it will be issued on there credit card within 10 bussness days

thank you

Review: 1/16/14 Sewage backup in basement Mr. Rooter came. Old terra cotta in basement collapsed. Replaced all sewage pipes in basement for $9770. Paid in full2/28/14 Sewage backup basement. Mr Rooter came with camera, blocked outside in yard. They did not check after work was done inside to see if pipes were clear. Terra cotta collapsed outside, will replace with all new to alley $12,091. Paid In full3/29/14 Backup in basement, Mr Rooter came and jetted clogged pipe, clear5/13/14 Backup in basement, Mr. rooter Jetter man came and cleared.5/15/14 Tech. [redacted] came with camera found clogged at bottom of yard by cleanout pipe. He said it wasn't in alley so they would repair it.After "numerous" phone calls, could not get anyone out to look at it. The message was that I was on the list to be seen but no one came. I kept track of every phone call, date, time and who I talked to and what they said. I had no more problems until 2/26/15 Sewers were backed up in basement. Mr Rooter came and cleaned out blockage with Jetter and said they would call me from office the next week. I kept calling them until I talked to [redacted] Excavation manager on 3/12/15. He and a camera man came and said blockage was in alley and contract did not cover that far. Would cost more to fix it. I got second and third opinion. An Excavation company fixed it for $1500. During excavation they found that blockage was not in alley, but was about 5 foot before alley in an old terra cotta clean out pipe and trap that was collapsed. This should have all been taken out by Mr. Rooter. Instead they put the new pipe inside this old collapsed one and let it end there. (I have photos) This work was all done by one young man with no other help. Mr. Rooter did not check after job was done to see if it was draining correctly. My contract read "from back of porch to Alley" They should have fixed this properly and I shouldn't have had any problems for over a year.Desired Settlement: I would like the $1500 that It cost to repair the problem that should have been covered by the contract. I have pictures.

Business

Response:

Mr. Rooter has fulfilled it's pipe repair through contract. We returned on 3/12/15. The issue was beyond the alley. We at Mr. Rooter do not feel it is worth disputing over five feet of pipe. Therefore, we will refund the customer $1500.00 within 30 days.We at Mr. Rooter consider this complaint resolved and closed.Thank you,Mr. Rooter Plumbijng

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.

Review: On 8/3/14 we experienced issues with our toilet and tub backing up and leaking in our bathroom. The floor was covered with about 2 inches of water. As it was a weekend and evening, we opted to call Mr. Rooter for service. The technician(1) came and looked at the backed up toilet and tub and said that we had a clog. He said that it would cost $550 for him to unclog. Seeing as we had water on our floor and sewage in our tub, we were at a loss on what to do. We agreed to pay the $550 so that he could unclog the line. He said he had to take the toilet off and go through the main line. After performing this service, the toilet flushed and the tub drained, we paid the payment and assumed the issue was solved. About an hour or so after he left, we flushed the toilet and it gurgled (as it was doing prior to this issue and we had told him that.) We left it go because nothing was backed up. The next day, we used the shower and after a 10 minute shower, the water was up to my ankles and not draining. We called them back because they had given us a warranty and the same technician(1) came. He plunged the tub and told us it was a venting issue. He said that it could be worked around. Assuming it was a venting issue and not a clog, we used the items again that night and they began to back up. We called Mr. Rooter who sent out a NEW tech(2) today (8.5.14) who informed us that it was not a clog, or a venting issue, but a belly in the line. At this point he said our warranty was void also. So we actually paid $550 for a service that did not fix the problem and should not have been performed. It did not solve the problem, we have opted to go to another business to fix the actual issue but feel we were unjustly charged for the tech to unclog a line that was not the issue to begin with. Had the tech investigated the line with a camera (as the tech did that came today), he would have seen that it was a belly in the line causing the backup. Invoice #[redacted]nvoice #[redacted]Invoice #[redacted]Tech 1 - 524Tech * - [redacted]Desired Settlement: I am requesting a full refund of the $550. As the service I paid for was not the proper fix, and I am still having back up issues with my drains.

Business

Response:

A refund for the amount of $598.45 was posted to Ms. [redacted]'s [redacted] on 8/6/14. A copy of the letter sent to Ms. [redacted] can be found below:

Dear Ms. [redacted]

Mr.

Rooter Plumbing strives to achieve exemplary customer service in all aspects of

our company. We acknowledge the fact that our technician was not able to

satisfy your personal customer service expectations as well as fall short of

our high company-wide standards for customer service. In acknowledgement of

this, we refunded your credit card for $598.45 on August 6, 2014. This may take

5-7 business days to

post to your account. If there is anything else that we can do for you, please

let me know.

Thank you,

Mr. Rooter of

Pittsburgh

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 appreciate your wonderful customer service skills and quick response to this situation.

Regards,

Review: We had a back-up in the basement and I was out of town. My wife called Mr Rooter and they came and jackhammered the floor and took out a sink and piping from the kitchen sink. While this was happening the sewer authority came out and told my wife that they did not need to jack hammer the floor to get their camera into the outside line. All they had to do was to go to the other side of the basement to another drain. They jack hammered out a Y-Pipe Connector and one portion of the Y did not go to anything. They thought it was blocked so they unnecessarily jack hammered the floor. My wife told them to stop what they were doing. They charged my wife's credit card $2006.08 and we have a large hole in the basement floor and are unable to use the sink or washer/dryer. I travel a lot and do not have time to repair their mess. They took advantage of my wife while I was in [redacted] and could not fully understand the magnitude of the problem. I called and the person in charge was rude and hung up on me. I am willing to pay $200 for their time, but that is extremely generous. What they did is borderline criminal and they need to rectify this as soon as possible. Thank you. **Desired Settlement: I would like them to come back and clean up their mess and refund my wife's credit card so I can engage a professional company to rectify the problems Mr. Rooter caused in our basement.

Business

Response:

I HAVE ATTACHED THE SIGNED INVOICES FROM THE JOB. ALSO THE LETTER I SENT TO THE LESLIE AFTER THEY CANCLED THE JOB.

THE CUSTOMER KNEW THE SCOPE OF WORK BEFOR WE STARTED SHE SIGNED ALL PAPER WORK, THEN CANCELED THE NEXT DAY. WE ONLY CHARGED HER FOR THE WORK WE DID

IF THEY WOULD LIKE US TO COME BACK IT WOULD BE THE ORIGINAL CHRGE OF $3,800.00 TO COMPLETE WHAT WAS ON THE CONTRACT.

WE WILL NNOT BE COMING BACK FOR FREE AND THERE WILL BE NO REFUND TO THE CUSTOMER !!!

THANK YOU

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.

Taking advantage of a woman who is home alone and under duress is not an acceptable way of doing business. My next step is to take this unethical business practice before the local Magistrate…… [redacted]

Regards,

Business

Response:

Complaint ID: [redacted]Dear Mr. [redacted]Mr. Rooter always strives for complete customer satisfaction. The below response is in regards to your complaint filed with the Revdex.com.We at Mr. Rooter have carefully reviewed all of the entire file on this situation. It is our belief our diagnosis was proper and nothing was done unethical. When Mr. Rooter arrived the drain did not drain and after the work was performed it was working properly. Therefore, there is no entitlement of any refund. All work was performed in accordance with the signed contract as authorized.Best Regards,[redacted]

Review: Business was scheduled to come to apartment building between 3-5pm today to look at frozen pipes. Parents and newborn baby in apt. I called first thing this morning, and at 5:15pm, plumber still hasn't shown up or called. Called company and they said they were running behind and would not be there until 7-8pm. I explained aobut the little baby and how this apartment had no water at all, and they said they would call the plumber to try and move us up on the list, but that they were heavy on calls today.Got a call from the owner of the company 10 minutes later stating he wasn't going to get to the apartment at all. He had overbooked himself 30-40 calls an hour, and therefor he couldn't get to us. He couldn't even commit to a time he could get to them tomorrow. I explained about there being a newborn baby, and how poor I felt customer service was because if he knew he was that behind, he should have called earlier so we could make other arrangements or find another plumber. He had no explanation, and there was nothing he could do.We are very upset that we were not called earlier in the day to let us know that they were not only running very behind, but that there was a chance they weren't going to make it at all. They took the idea of losing a customer over the safety of a new baby. This company should have called earlier in the afternoon and told us what was happening. I feel that all the hard feelings could have been avoided if we were not left hanging with no plumber and no water at 5:30pm at night.Desired Settlement: We would like the company to know we filed the complaint and the complaint to be public, so that another customer thinks twice before they chose Mr. Rooter for service.

Business

Response:

RE: Complaint ID # [redacted]

Review: My sewer became blocked on 2 different dates. The first time around the sewer had dried out. Mr Rooter came out and unblocked the line. The Tech said it could block again but I was covered by a warranty. It became blocked again another Tech came out and broke his tool off in my sewer and proceeded to pack up and leave saying there was nothing he could do and was going to leave his broken tool in my drain and said if I wanted the tool removed so it would not cause a issue. They would hydro scrub my sewer for 800 dollars. Now the was unacceptable considering it was their tool that broke off in my sewer. The Tech refused to resolve the issue and left. I notified the office and demanded a new tech out there to fix the issue. They unclogged the drain but left the broken tool in the sewer.Again trying to get me to spend 800 dollars for something they did. Over a year later my drain started to back up at night again. I figured I would give them one more chance. Boy I got screwed. They came out and said my line under the sidewalk had shifted and that I needed it repaired the tech told me that it would cost 4800 dollars to fix and would be fixed in two days.I asked why so much he said the line was 5 feet down and the needed ground supports to do the job. The repairmen showed up and only dug 1 foot and a half below the ground took out the pipe and said they were going to leave cause he did not have his truck or the materials to finish the job. When I said what about the line its just running into the hole. He said it would be all right he would cover it with a tarp. I complained and said no way you will put a temp pipe in there. I did not want raw sewage running into the whole. That is a hazard.They came back 2 days later filled in the hole. They told me they could not fix the concrete until we had a day with out rain. Its been almost 3 weeks the still never fixed my sidewalk. I had to call 10 times to get a manager to come out and the hole still is not fixed. I got bad service and over charged.Desired Settlement: I would like a partial refund. I was told the job would be done in 2 including sidewalk. Its been 3 weeks. I do not want them on my property unless I am there. They are giving me a hassle about when they can do it. They never show up at the time they say they will. Every time on this last job I ask when they will be there they have been late. The manager was over an hour late when he came to adress my complaint.

Business

Response:

When Mr. Rooter came out to Mr. [redacted] property he had problems with the sewer line in the sidewalk. We gave him the price to complete the repair before we started work , he agreed to the price and signs all invoices.

After we started the job we ran a camera down the line and explained to him that he had more issues with his line. He did not want to here about it.

Review: We paid $404 for a leaky faucet and it is still leaking. We contacted Mr Rooter the day after the work was done. Their plumber came out the next day and said the faucet would take a half hour to stop dripping each time we used it and it should have been replaced not rebuilt. I called them a week later and said it was still leaking. I made an appointment between 10 am and 12 pm and told them we had to leave at 4 pm. They called and said they would be out by 3:35. This problem is not resolved and the faucet continues to drip.

Business

Response:

In good faith; Mr. Rooter will refund [redacted] $404.00. It is check # [redacted]. On behalf of all of us at Mr. Rooter Plumbing we have appreciated your business and hope this clears up any negative feelings you may have. We consider this complaint resolved.

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.

Residental Service Technician Joe L[redacted] was prompt, friendly, knowledgeable,
efficient, and performed quality work. He expressed a willingness and desire to
see service work through to completion rather than leave it in a state of incompletion
to be done another day.

He explained problems clearly. He also worked fast and accurately. He has excellent working attitude too. Explained the price up front prior to any work being performed.

Review: 9/15/2014 Tech came to snake out drain but it did not workContracted to have sewer line excavated and replacedTemporary pipe installed9/16/2014 Techs arrived and excavated pipe installed tempoaryline. Only worked a couple of hours.9/17/2014 Techs worked 1/2 day job still not complete. When I calledthe office I was informed crew was still on job. Crew never returned.9/18/2014 Techs only worked 1/2 day. Hydrocleaned line. Job barely started.9/19/2014 Different crew showed up to do the job. I was called by office@ 9 A.M. to ask if the techs could get in. I told them the techs had a key(these were different techs). I had to drop what I was doing and drive to [redacted]( 1 hour) to let them in. New crew tore out everything done previously and started over. Worked until 6 P.M.I asked for a supervisor to meet me on the job. Was met by [redacted]. I explained to him how upset I was with the first crew and the amount of time it was taking to do this job.He agreed to refund $2000.00 to my credit card and it would take 5 to 7 days.9/19/2014 Inspection done told other sewer line and air vent were not up to code and there were no permits or inspection for previous work. This work was previously done by Mr Rooter 6/24/2009.10/6/2014 Called [redacted] @ Cranberry Twp office to check on my refund. Got some story about credit card server and refund would be processed that day. Should take 5 to 7 days. Started dispute process with Discover.10/10/2014 Called office to ask [redacted] about refund. Was told she was in a meeting and would call back. Asked to talk to Mr [redacted](also in a meetingand would call back) As of 10/23/2014 no calls returned.10/14/2014 Called Mr Rooter Corporate Customer Service and was informed refund had beenprocessed on 10/13/2014( a full week after I was told it was done and afull month after it was originally supposed to be done)10/23/2014 No refund posted to credit card. 10/27/2014 No refund posted to credit card.Met with [redacted] at the Warrendale, Pa. office(9:30 A.M.) who informed me that refundhad JUST been processed that day while I was there!!! His atitude toward my situation andas a customer was really poor. He did not offer nor did he have any explanation why my refund had not been processed in September as promised.Desired Settlement: I want my refund credited to my credit card.

Business

Response:

Mr. [redacted]' money has been refunded to his credit card in the amount of $2000.

If we can be of any additional help, please let us know.

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.

Review: The water/sewage problem that Mr. Rooter stated I had was misdiagnosed. I was changed $6,650.00 to repair pipes and was assured the issue was corrected. The work was not done properly and I continued to have water in my basement. The company came out again and then determined that the problem was my outside sewage line and it would cost me another $6,620.00 to fix properly. I declined and stated that I wanted my money back. I pointed out the problems with the first work that still had to be fixed and I questioned whether or not the workers were qualified. The Mr. Rooter rep admitted that they probably didn't know what they were doing. This rep also stated that he talked to his manager and my money would be refunded. I have tried to contact Mr. Rooter and have gotten no response. I did file a complaint on-line with Mr. Rooter and have left messages to return my calls. I have had to find a new contractor to not only fix the real problem but to also fix Mr. Rooters mistakes. Mr. Rooter required the entire amount before starting any repairs. The check was cashed and cleared in 3 days.Desired Settlement: I want my original $6,650.00 returned. I will need it to pay the new contractor. I am retired and on a fixed income.

Business

Response:

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

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.

Review: On 10/24/14,had plumbing work done by Mr Rooter. Charge was $1716 BUT Mr Rooter added an additional $118.82.Service call lasted 11 hours and bill was incorrect even without the $118.82 added. Called Mr Rooter office 5 times and on 10/31, spoke to [redacted] who agreed that I was overcharged and that I would receive a credit of $313.82 "which would take 72 hours".I checked my credit card daily with no credit made. Called Mr Rooter on 11/5 and CS rep said he would send [redacted] and accountant and email. No response so I called [redacted] on 11/7. She said she was "researching" when I called. Now her comment was "the refund would take 7-10 days". Said it was already 7 days.She gave me a "number" but whenn asked for the date Mr Rooter submitted my credit, she said she had no idea. What company doesn't know the date of a transaction? This company overcharges,work is subpar as I had to have another plumber come back to fix the leaks from 10/24 work. They falsely advertise discounts but don't apply them correctly to bill.I had a coupon for a disposal replacement for $195; rep charged me $508.82 even though I told him the item was not listed correctly and he said the difference would be noted at the end. It never was and after 11 hours of having a plumber in my home, I was exhausted and wanted him gone. Mr Rooter then added the $118.82 to the original $1716 bill; and even though [redacted] agreed it was wrong, why didn't the COMPANY recognize their error and contact ME? Bet this isn't the first time they overcharged a customer, knew about the overcharging and did nothing about it. Checked my credit card again today, 11/7, and still no credit. [redacted] gave me a number #[redacted];not sure who would know what this number actually means since only Mr Rooter seems to think it is important. No date, no call to ME to confirm refund; and at end of call [redacted] told me to "call back next week if you don't see credit". I told her it was actually HER job to verify and contact me.Desired Settlement: Mr Rooter said that my credit card would receive credit of $313.82. Credit card detail is clearly displayed on original bill and [redacted] verified number and information on call 10/31/14. There should be no confusion on what account was to be credited.

Business

Response:

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

Consumer

Response:

Review: I phoned Mr. rooter to unclog my main sewer on Feb 28,2015 they came that night [redacted] the technician called around 9pm and said that my pipe was rusted and cracked and needed replace they could start it that night for $4,500 dollars he kept pressuring me that it needed done I said no I was going to get other estimates. he only snaked the clean out he never snaked the main drain. it was draining slow I had someone look at it 3/13/15 nothing was wrong with the pipe [redacted] pressured me into replacing. the main drain needed cleaned out. I called Mr. Rooter the warranty is 90 days they were to come out 3/14/15 they called 8:41 said someone is on they way.at 8:49am [redacted] called said he wasn't coming. I called the company they said they are not coming cause my pipe needed replaced I said no it doesn't. refund my money. on my receipt says nothing about cracked pipe.Desired Settlement: I want a refund for they didn't to the job correctly didn't stand by their warranty and just wanted to make a quick buck. the way [redacted] was pressuring me to have them do the job showed me they do this often also they are affiliated with [redacted] somehow. some one called representing [redacted] at 10:09 stating they could do the job for $4,200 I think this should really be looked into, I never called or contacted [redacted]. How did they get my #?

Business

Response:

A refund check in the amount of $95.00 has been issued to [redacted] for a full refund. Also, Mr. Rooter is in no way affiliated with [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.

Review: Mr Rooter was supposed to clear a clog in the drain of our toilet. They stated they had to break the toilet to get at the clog then they had to replace the toilet, then they had to replace the water shut off valve, then they had to replace the pipe flange to fix the problem. This took 5 hours, When they left it was supposed to be fixed, The next morning after flushing the toilet the water backed up and came through the ceiling in the kitchen, soaking the plaster, the cabinets, stove, floor and cabinet contents. When Mr Rooter was called they said they would send someone out ASAP, 4 hours later the same plumbers that caused the problem returned and ran a snake down the pipe again to clear the blockage. [redacted] the plumber admitted they used the wrong parts to fix it the first time and said that it was their fault. As he was leaving he said they worked with a disaster recovery firm and he would have them contact us about repairing the damage. To date no one has contacted us even after several e-mails.Desired Settlement: Because the original repair was not correct and caused more damage we would like the cost of the repair refunded and them to reimburse us for the damage done

Business

Response:

I want to let you know that one of our Manager [redacted] has spoken to Mr. [redacted] and we are currently working with him to repair damages to his celling.

Mr. [redacted] is forwarding us a few quotes he received for the repairs. Mr. [redacted] is going to review these quotes and we are going to work with Mr. [redacted] to make sure that these repairs are done.

Please let me know if there is anything else I need to do to update our records with the Revdex.com.

Thank you,

Administrative Assistant

Mr. Rooter Plumbing

###-###-####

Review: Paid $895.00 to clean out a sewer line, and they couldn't do it. Wantedto charge an additional $4800.00 to replace a section of line that they couldn't clean. I replaced it myself for $75.00 in about an hour, and found sludge that should have been blown out with the $895.00 service.Desired Settlement: I'm thinking of bringing criminal charges against them for attempted robbery.

Business

Response:

The customer was informed that the $895 hydroscrub may potentially not clear the drain and that further exploration may be needed. The customer signed the authorization for work to be completed as well as a satisfaction signature upon completion. These signatures prevent us from giving a customer refund due to the fact that we have done everything to provide the customer with the safety and protection that we pride ourselves with, and they have signed off agreeing to the work and payment.

Review: Mr Rooter charged my debit card for $870 for work that the plumber did not do, he arrived and said he could not do the job and he left. I called Mr Rooter twice and no one will return my calls. The $870 came right out of my bank account. I feel like I was robbed.Desired Settlement: I need my $870 returned to my bank account as soon as possible.

Business

Response:

This customer was refunded in full ($870.00) via Mastercard reversal (card ending [redacted]) on 2/17/14 at 3:42pm. Authorization code for reversal: [redacted]

These gentlemen were extremely efficient, professional. I would definitely call this company again due to the expert service that I received.

Review: I had sewer back up 01/30/ 2015 I was told by [redacted] who works for Mr.rooter plumbing that they have to excavate by backhoe ,dig down and remove bad section of pipe hydro jet line to remove existing rocks from line replace a new pipe ,I paid $6259.75 got my job done with a lifetime warranty by Mr.rooter .during the job they broke the water line but fixed it right the way .,02// 14/2015 my neighbors had a sewer back up too , They hired ROTO-ROOTER did same job as mine paid $3500 with no mess .When they doing their work they called the [redacted] township municipal authority for some reason .around 9:30 am 02/14 I was told by THTMA they found a lot of rocks inside of my pipe , this caused [redacted]'s sewer back up .I called Mr.rooter a lady said she will send a crew .Around11:00 am, one person showed up said this is not their problem and then left . 02/16 I called Mr.rooter they told me I have a appointment at 1:00pm but I don't even know that . I was at work not sure if I could be there so I called them back after 15 minutes told them I'll be there, but the lady told me they can't come . I asked when they can ,she said she doesn't know , Their manager [redacted] will call me . I didn't get any phone call from [redacted] , I called them again finally made a appointment at 8:00am to 10:00 am 02/17. Nobody showed up , I called them ask why they didn't come, she said that they were too busy can't made it ,but they'll be there between 5:30pm to 7:30pm ,again no one came .same day at11:00 pm [redacted] left me a voice message said they will come over 02/18 at the same time .no one showed up .02/19 same time again nobody showed up .03/10[redacted] had very bad sewer back up again ,I called Mr.rooter and was told by a guy that [redacted] will call me , no one called .it's a nightmare , Can't trust them even for two weeks how could I trust them a lifetime .I decided hiring ROTO-ROOTER for $3500 fixed the mess, we found out when Mr.rooter did my job they broken another pipe which is belong to homeowner associate ,they paid $6300 to fix.Desired Settlement: I canceled my translation to pay Mr.rooter on 03/11/15 . I don't know what are they going to do to me, they may sue me. But they made me have no choice ,I have given them so many chance to make it right ,they just keeping lied to me .I don't want their lifetime warranty ,I can't even trust them for two weeks how could I trust them for a lifetime . If I have to pay them I'll pay but only the part that they deserved.

Business

Response:

In response to Ms. [redacted] Ms. ** was quoted a scope of work to be completed by Mr. Rooter Plumbing with an authorization signature and 100 % satisfaction signature. This is noted on invoice #[redacted]. As far as any matter of any additional pipes that could have been broken during the excavation process, we feel that the [redacted] Twp. Municipal Authority would have made light of any additional broken pipes during the inspection of the work Mr. Rooter performed, which passed the Municipal Authorities inspection process. Mr. Rooter takes no responsibility for the neighbors line having similar issues. Once again, I will note the [redacted] Twp. Municpal Authority has passed the inspection. As far as the neighbor calling a different plumbing company and having work done at a different charge questions if there charge is comparable to the exact scope of work. As far as communication and arriving on the job the customer actually stated that Mr. Rooter had attempted to contact them several times. We have made several attempts to have excavation crews as well as a manager contact the customer via phone as well as in person. We at Mr. Rooter also contacted the Municipal Sewer Authority as well to contact the customer both by telephone and in person. All services performed were complete in correspondence with invoice # [redacted] and all work passed inspections, therefore we will stand behind all of our completed work.In conclusion, Mr. Rooter Plumbing has completed the scope of work in accordance with the invoice and passed the Municipal Authorities inspection. We have given the consumer many chances to make this right however, she has not made herself available for communication. All work was completed and agreed upon therefore we believe our work is trustworthy of a "life time."On behalf of all of us at Mr. Rooter we consider this matter resolved.

Review: Of 3/8/2015 I called Mr. Rooter for service at my Laundromat at roughly 12:00 am. The first service responder called promptly and arrived approximately with an hour of our first correspondence. He was very professional and knowledgeable. He snaked our drains to the best of his ability. He advised me the next service individual would have to bring special truck. Before he left my property at roughly 5:00am he made sure to contact said individual in my presence. Upon his departure he informed me and my crew I had employed for the night, to expect the next truck at 7:00 am, 7:30am at the very latest. So being understanding that it is Sunday and the weekend I patiently waited shutting down my operation. 7:00 am comes around no tech no calls, 7:30 am still no contact. 8:30 I contact Mr. Rooter, I ask where about is the tech with the Hydro Scrub? I am told he is on another emergency call. I then ask why I was not informed surely within an hours time someone can call to keep me informed. The individual on the phone tells me I was just about to call you. At this point I know I am being feed a line to justify ineptitude. I ask now to speak with some supervision she leaves said supervisor a message and tells me it will be about another hour before my truck shows up so I can open my business. 9:30 am truck arrives I have the parking lot cleared for the trucks ease of access. He shows up is not here more that 20 minutes and is gone. A few days pass no issues, then Wednesday drains back up again. In my frustration I call another drain service [redacted] who fixed the problem. I call Mr. Rooter Back since I had no correspondence from management ever, and ask directly for management. He apologies for the issues says and offers to credit the bill roughly $400. He wanted to send techs out again, I refused due to the managements inept. I receive the bill and it is not credited, I try calling Mr. Rooter's management left a message with the secretary and have had no contact since.Desired Settlement: I will pay this bill in full and warn any customer who comes to my establishment of Mr. Rooter of Pittsburgh. They will never receive my business again nor be recommended.

Business

Response:

Mr. Rooter is refunding the customer $450.00 dollars.

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.