Mr Rooter of Salem Oregon

We went out to *** *** *** *** *** ** *** on 4/8/ *** *** called because the gallon gas water heater at one of her rentals needed to be replaced She said that *** *** had been out in and installed a new water heater and she was no longer doing business
with them We got one of our service professionals to the address where service was requested at the time she wanted Our service professional diagnosed the water heater and found water spraying out of the flue from an internal leak He did not have a water heater on his truck which normally our service professionals do Therefor he had to go to the closest supply house and get one She was not charged for this We are a flat rate company We do not charge for drive time, getting material that is not stocked, ect We do apologize for him having to go and get the water heater when in fact she was told that he would have one on his truck Our service professional replaced the gallon gas water heater with a new gallon gas water heater *** *** brand This job required two plumbers to take the old water heater out to install the new one He added earthquake straps and new flex lines He also made a 3/4" cpvc pipe repair above the water heater on the hot side She also agreed to purchase our Advantage Plan MembershipI received an email from *** in May asking if I could help her with a situation where she was trying to get *** *** to honor their *** for the failed hot water heater that we just went and replaced Given that we did not install the original failed water heater, it was under my assumption that this would be between *** and either the previous *** company that installed the failed water heater or *** *** Being as that she was now our customer I was more than happy to help her She forwarded me the email that was between her and *** *** She was given the contact information for the local *** *** Representative She was getting the run around from them I continued to spend my time helping her and trying to find a solution to her issue After months of emailing back and forth, me being in contact with *** *** as well as herself being in contact with them we were finally getting somewhere I was instructed that *** *** would be issuing our supplier a credit to our account for the water heater, once that credit was issued, then we could issue the credit to *** I kept in contact with *** during this entire process which she was very thankful for When we finally received the credit from *** *** I sent *** out a check right awayI feel I went above and beyond to help *** with this situation Yes it is unfortunate that it took so long but most of it was out of my control We did not get to decide the credit amount for the water heater That was between *** *** and the supplier *** approved all work that we did for her as well as the pricing We do not do any work with out getting approval first Like I said earlier, we are a flat rate company We charge set prices for specific jobs We do not charge by the hour I have saved all of the emails between *** and myself if you feel you would like to look at them I have attached a copy of her original invoice for the work that we did

Complaint: [redacted]I am rejecting this response because:
While we did appreciate the "help" with regards to the [redacted] process, the [redacted] ([redacted] & their website) indicated that it was the responsibility of the plumber installing the replacement HWH to process the [redacted] from the outset.  Also, although Mr Rooter said that we weren't charged "extra" for the trip to & from the supplier, we were charged a total of $1262 for the new hot water heater -- more than 3 times the amount we were reimbursed via the warranty. That seems an excessive cost, & that is why we're disputing it -- We are sure that part of that cost includes the installation time, which included that (unnecessary) trip to the supplier. When we agreed to the original bill, a) we did not know we were going to have to chase down the [redacted] vigorously for 6 months (with or without help), and b) we did not know we would be receiving less than 1/3 of what we were paying for the replacement HWH.
We still respectfully request that we be given a refund of $500. Sincerely,[redacted]