Mr. Rooter of Bergen & Passaic County

In response to the complaint as noted I respectfully tender the following... We did in fact perform repairs as described and everything was working when we left. When trouble was reported we dispatched a plumber to the job. 01/04/16He made adjustments, solidified the repair&verified it...

was indeed in working orderHe then repaired a toilet at owners request at a reduced price in an effort to show good faith and thankfulness for giving us the opportunityto rectify an awkward situation. This completed the job and as far as I knew everyone was satisfied.

Review: On December 31, I contacted [redacted] PLUMBING (DBA Mr. Rooter Plumbing) and explained the septic system in my backyard needed to be located, excavated and pumped. I explained another company pumped only the front system and could not locate the septic tank in the back of the house. The same day, I was quoted a price over the phone and an estimate was emailed to me. The estimate outlined $125 for tank location; $105 for uncovering the tank and $200 for pumping the system up to 1000 gallons.

On the morning service was to be provided (january 2), I received a call stating the driver had called out and service would not be available until four days later. I was disappointed, and the sales rep asked if I had tried any other companies. I explained [redacted] Septic had only located the system in the front, not the back. I then agreed to the later date.

Later in the day, called [redacted] to clarify a billing error; they agreed to pump the tank at no additional charge; I explained another company would locate and excavate the tank. I called Mr. Rooter to confirm, and I was told the charge (without pumping) would now be a lot higher. I asked to speak with a supervisor, and despite calls and emails, received no additional information until I received an email stating a rep from Mr. Rooter had called [redacted] to discuss my septic system and the new estimate was now over $1000 dollars.

I am incensed that the estimate was not honored and a rep would contact another company, without my consent, to discuss my septic system. The communication I have outlined is unscrupulous, unprofessional and unethical. Below is an excerpt from the email that I find so offensive:

Unfortunately our owner was unavailable the past few days. I have spoken with him this morning and he told me that he had spoken with [redacted] Septic as we have been working together for over 20 years.

Locate septic tank lid - $373.00

Excavation machine to uncover lid - $850.Desired Settlement: Having my septic system pumped is a necessity; I am working with another company to take care of this. I believe Mr. Rooter should cover the difference between their estimate and what I paid with another company. I also believe I am owed an apology, as my information should not be shared or discussed with another company without my consent.

Review: On Thursday December 31 2015 app x 10:30am we had 2 plumbers from Mr Rooter come out to replace hot water washers in 2 different tubs that had a small drip. We paid over 300 plus tip after returning home we found water rushing out of 1 tub and the other had a leak behind the faucet the dripping turned into a major mess because of the jib they dud. First we were told that if they return they need to leave with s check because all we have is a receipt proving someone was there. 2 days later 2 other workers came after a back and forth finally put in the correct washer in one tub the other tub is still leaking and had caused a domino effect with the hot water heater having to travel to take a shower and additional expenses. We don't want much just to have the fixed correctly what we paid for.Desired Settlement: Have the problem they caused corrected immediately

Business

Response:

In response to the complaint as noted I respectfully tender the following... We did in fact perform repairs as described and everything was working when we left. When trouble was reported we dispatched a plumber to the job. 01/04/16He made adjustments, solidified the repair&verified it was indeed in working orderHe then repaired a toilet at owners request at a reduced price in an effort to show good faith and thankfulness for giving us the opportunityto rectify an awkward situation. This completed the job and as far as I knew everyone was satisfied.