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]

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

The customer was never double billed for this job.  We originally had her fill out paperwork through our lending company [redacted] Bank for $3250.00.  We then realized that additional work needed to be performed to completely repair all damages to her pipe.  The additional work would...

cost $5100.00  Therefore, the complete repair would make the new total for the job total $8350.00.  When we sent our second technician to fill out the [redacted] paperwork;  he inadvertently filled it out for the total amount of $8350.00.  At that point [redacted]  Bank made us aware of the error.  It is imperative that you are aware we have never been funded the $8350. by [redacted] Bank.  We called the customer and explained the error we made and to correct it we would need to have her fill out new paperwork for the $5100.00  The customer then refused to sign the paperwork and told us she felt as if we were trying to cheat her out of money.  It was explained to the customer it was do to an error.  She still has refused to pay for the additional work that was completed.  The finance company has also spoken to the customer and tried to explain the error to her.  This customer has only paid a total of $3250.00.  Therefore the customer has a remaining balance due of $5100.00. We are not going to offer any kind of refund when there is still a considerable balance due.  There weren't any concerns voiced to management in regards to the workman ship of the job ever until now. 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 am not looking for resolve, they are missing my point!!! They over charge and do not have the customers interest at heart..  Their $10,000 reduced to $8,000 resolution which should have been done at the time they were doing my $17,000 job was NOT!!!!!My issue was resolved by a local company that cares!!!! at a fraction of the cost!!!!!! Regards,[redacted]

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

Our Service Manager has already discussed this situation with the customer.  They agreed upon a full refund.  Please see attached copy of the mailed check.  Once this check is cashed we at Mr. Rooter will consider this complaint closed and resolved. Best Regards,Mr. Rooter...

Plumbing

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 would like to refund you the $95 that you paid.
However, the address that you have filed this complaint with does not match up to any of our records. Could you please provide the proper address at which service was completed so that we may refund you appropriately?
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.
[redacted] (#[redacted])  To whom it may concern, I received a letter from Revdex.com on June 3, 2017, which includes a response from Mr. Rooter Plumbing dated on June 1, 2017.   I need to clarify a few points in their response, thus, I am writing this rebuttal response.  I need to receive their response about these points before I call the case resolved. 1: The response states, “Our excavation supervisor has tried to call this customer numerous times and they have not answered their phone or returned his call to have a crew come out….All of our phone calls are recorded and I can prove the statements I have made are correct.“   I would like Mr. Rooter Plumbing to provide me in writing with the information of all of these “numerous” phone calls they made regarding the time, date, and the last 3-digit of the numbers they originated and called to, which allow us to review all of the phone calls we have received from Mr. Rooter Plumbing.  As long as I am concerned, we have not received any calls regarding the excavation until 2:40PM on May 30, when he left a message for 16 second asking me to call back.  I called back the number he asked at 11:12AM, May 31, 2017 for 5 min.   2: During this phone call on May 31, I was told that their excavation schedule has been tremendously delayed and backed up because of rain.  This verbal response seems contradicting with their official response above.   I would like to request them to confirm their verbal response I received on May 31 and explain this contradiction to me in writing.  They should be able to confirm this verbal response because “All of our phone calls are recorded..” 3: To avoid any further miscommunication as exemplified in #2 above, I would like Mr. Rooter Plumbing to make further communications with me ONLY in writing via Revdex.com.  We will no longer make any verbal communications with Mr. Rooter Plumbing regarding this issue. Please ensure that any personally identifiable information is NOT included in the correspondence. I truly appreciate the help of Revdex.com Pittsburgh for this conflict resolution. Faithfully,  
Regards,
[redacted]

[redacted] Bank offers financing for Mr. Rooter Plumbing.  They offer a 6 month same as cash program.  If the customer doesn't pay the full amount within that time period they are responsible for all a crude interest.  That is an agreement directly between the customer and [redacted]...

Bank.  Therefore, that part of the complaint is beyond our control and will need to be addressed with Mr. [redacted] and [redacted] Bank.  I have attached a copy of the invoice Mr. [redacted] has signed both front and back.  You will see on the invoice Mr. [redacted] initialed that he understood that Mr. Rooter Plumbing is not responsible for settlement of dirt.  In good faith Mr. Rooter Plumbing is willing to put additional top soil down when the weather breaks.  If he would like us to do this he needs to call in the office and schedule an appointment.  He would need to speak to Mr. [redacted].  Best Regards,Mr. Rooter Plumbing

We at Mr. Rooter Plumbing appreciate your business and sincerely apologize for the inconvenience.  We have mailed check #[redacted] for the full amount of $489.88.  Please see attached.  Once this check is clear we will consider this complaint resolved and 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.ID# [redacted] Dear Ms. [redacted],Thank you for your prompt response for the above ID number. After filing my complaint, Mr. Rooter did in fact come to my house without notice to complete my front yard. Unfortunately, the risers were cut very low before completely leveling the yard and I now have a noticeable void in my front yard, to a point where my neighbor asked me who messed up my yard. After the second attempt, my mailbox has been replaced to my satisfaction. As far as the financing is concerned 1 never received a copy of the contract, I did however call [redacted] and ask them to send me a copy. I recently paid this debt in full but would like reimbursed for the interest that I paid in the amount of $344.93 from [redacted]. I paid a lot of money for a service that I did not get and have been fighting for since January of this year.Respectfully,Robert Nesmith

Per phone call on 4/30/15 with the underground utility manager, the scope of work was discussed and explained.  All of the parties involved have been explained the scope of work on the invoice in detail.  [redacted] and Mr. Rooter Plumbing have come to the agreement that a refund in the amount of $1,000.00 by check which will be received within 30 days.Once the check is received,  we at Mr. Rooter consider this complaint resolved.

We at Mr. Rooter Plumbing apologize for any confusion in regards to the warranty.  Our manager has contacted this customer and is sending a technician out to camera their line free of charge.  After our technician runs a camera through this customer's line we at Mr. Rooter Plumbing will...

consider this complaint 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 received another response from Mr. Rooter Plumbing via Revdex.com on June 9 2017, which unfortunately does not respond to any of my requests I made in the rebuttal letter dated on June 4, 2017. 1: They said, “Since our supervisor uses his cell phone to make out bound calls; the messages he left for the customer were never recorded.” But nevertheless, they should be able to provide me with the times, dates, and the phone numbers they originated as they initially claimed that they responded to me, because they stated “Our excavation supervisor has tried to call this customer numerous times and they have not answered their phone or returned his call to have a crew come out”.   Yes, he called to us, apparently from his cell phone at 2:40PM on May 30 and left a message for 16 second asking me to call back.  This was the ONLY phone call we received from this number.  And this phone call was made AFTER we filed a complaint to Revdex.com.  They failed to provide any evidence that supports their claim they made on June 1, 2017.  2: It is now beyond reasonable doubt that the Mr. Rooter Plumbing made up a series of false allegations and they have been dishonest to their customer.  They had been very professional and courteous, and that was why we had been loyal to them. But it is simply INSULTING to their loyal customer who paid more than $6000 this time.   Even though they came up to our backyard to finish their work on June 1, which we appreciate very much, we REALLY do not appreciate being treated in a dishonest manner by Mr. Rooter Plumbing. They need to admit their dishonesty to their customer and make an apology for being dishonest to their customer. 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]

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.Response: The work in Mr. Rooter’s initial invoice for $3550 was performed but I doubt that it was even necessary. Mr. Rooter never showed me video or any evidence of the initial damage they claim was to the 10 feet of terra cotta pipe that was replaced by their subcontractors.  Only later did they show me video of cloudy, bubbly liquid that they claimed was of the additional 40 feet that their tech wanted to replace at the cost of $12,000.  The second plumber's video IS very relevant because it was reviewed by the independent plumber and the insurance company's team and revealed NO breakage in the line that Mr. Rooter claims.   The insurance company and their plumbers both indicated that the 40 feet of pipe is in good shape.  I'm lucky I only got scammed for $3550 and not the $12,000 the tech wanted me to pay for unnecessary work.    I don't think it's any coincidence that this company has received so many complaints on the Revdex.com site, on Allegheny County’s civil docket, on social media and is under investigation by the Attorney General’s Office in Ohio and PA.  Trust me, no one in my social network will ever call Mr. Rooter again.  The public needs to do a little checking before selecting a plumber.  Just Google ‘Mr Rooter Pittsburgh complaints”.  I would encourage anyone who has had unsatisfactory dealings with this company to file complaints.  I'm hoping that Mr. Rooter’s unfair and deceptive practices are adjudicated by the Attorney General's Office in Ohio and Pennsylvania. 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]

Dear [redacted],As noted in the customer's statement, Mr. Rooter provided hydroscrub services on January 10, 2015. We came back as a recall or a call back on January 31, 2015 for the same services under warranty at no additional cost. We then dispatched a camera technician to the [redacted] residence...

which discovered a root intrusion to the sewer line. In agreement with the customer's second opinion of [redacted] confirmed that there are roots that have intruded the main sewer drain. Mr. Rooter quoted a price to repair the drain. If roots have grown inside the drain then it is very clear that the sewer line is broken. The roots must have broken into the sewer line to have intruded the inside of the pipe. Therefore, Mr. Rooter cannot warrant anymore services to a broken sewer line. The customer was charged $804.75, two hydroscrub treatments have been performed, and an evaluation by an underground sewer camera and second technician to replace the sewer. The other plumbing company may have put some type of chemical into the drain to kill the roots, however, this is a temporary fix. As stated above, if the roots intruded the sewer, the only way for them to get in would be for them to actually break through the piping. Therefore, this is a temporary fix to a broken pipe. Mr. Rooter has completed all services promised and agreed upon and we consider this matter resolved and closed until the broken sewer line is replaced.Thank you,Mr. Rooter Plumbing

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.

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