Mr. Rooter of Youngstown

Review: I had Mr.Rooter of Boardman, Ohio replace my main drain in my basement November of 2014.Work included breaking up the concrete floor, replacing the broken clay pipe with new PVC pipe. Also the stationary utility tub was replaced. One of the workers threw the part of the utility tub legs away. The part of the legs that bolt to the floor so the tubs do not move . I was told at the time they would get new parts to repair this situation or order me a new tub.. Nothing yet! I have called and complained numerous times . I get the same story from the one underground utility manager " I am so sorry we have been so busy, I will have someone there to fix it". This is now JUNE OF 2015! I paid $*,[redacted].** for this job TO BE DONE CORRECTLY ! If they can not replace the legs on the utility tubs and bolt them down so they won't move, what kind of service will I get if I need them to repair the main line again? I have also called and left messages with the owner of the business and have not received a return call. I just want the job done correctly. I just want what I paid for!Desired Settlement: I just want the utility tubs bolted to the floor or a new set of tubs if they can not get the part for the legs.

Business

Response:

Our technician[redacted] has called to schedule a time to come out and repair the leg as well as bolt it to the floor free of charge. After the work is complete; we at Mr. Rooter consider this resolved.

Outstanding service by the technician.

Review: Dear Revdex.com, We employed Mr. Rooter located in Boardman, Ohio to repair a drain that was backing up. To their credit they were very responsive and were able to look at the issue the same day we called. The initial inspection was 11/19, the plumber came, put his power auger in the drain for about 30 seconds pulled it out and stated he hit something so hard it bent the auger tip. He said he could not do any more and for fear of damaging his equipment and sewer lines. The plumber stated he needed to bring in the video scope informing me there would be a $[redacted] charge. We agreed and paid him $[redacted] for the visit. The next day the Underground Utility Manager [redacted] came with the scope, did his thing, quickly identified the problem, a blockage and according to [redacted] nothing serious, a routine, relatively easy repair. [redacted] stated one day of work to complete the repair, a half-day the next to fill in the hole and cement. My wife and I had a trip to [redacted] scheduled Friday the 21st and wanted to start the repair on Monday. This was when [redacted] put the sales pitch on, went into gyrations about getting it done now, it was a quick 1 ½ day job it would be finished by the time we got back. He even discounted the project $[redacted] if we agreed to the next day repair. That feeling of being set up returned so we told [redacted] we needed to think about it. He tried his hardest to seal the sale but we declined. We agreed to discuss the matter and get back to him in a few hours. Certainly had a bad feeling about being pressured but with local plumbers not available and our son coming home on Friday from college and [redacted]’s assurance it was an in and out job we agreed to the Friday 11/21 start date. Time Line: Wednesday 11/19: Initial call to unplug drain cost $[redacted] - plumber ran an auger into line, hit a blockage, stated blockage bent the auger tip, was not willing to attempt a second time stating he was afraid in damaging his equipment and possibly damaging tile piping making matters worse. Stated he would need to call his boss [redacted] who had a viewable camera to inspect the line to determine the extent of blockage. Scheduled the line inspection for the following day at a quoted cost of $[redacted]. Thursday 11/20: [redacted] inspected the line with the video viewer, stated he found the source of the blockage four foot in and attributed the blockage to a broken pipe. Stated this was an easy fix, needed to dig up a small section of the floor and replace 10 foot of clay pipe. [redacted] unequivocally stated the job would be completed in 1.5 days, one day to dig and replace the pipe and a half-day to cement the excavation and clean up. Stated this was a common problem and a routine repair. Provided a work order and insisted in prepayment up front and immediate scheduling of the job, costing $[redacted]. We were hesitant as we were going out of town for the weekend leaving the crew with our son who was home from college on Thanksgiving break. [redacted] stated experienced and licensed plumbers would complete the job and reassured us this was a routine in and out repair and offered several hundred-dollar discount to $[redacted] if we scheduled, we agreed. Friday 11/21: Crew showed up did the excavation, no other work completed. Spoke to [redacted] and he informed me while excavating they broke a section of clay pipe and severed an old gas line, told me it was a dormant gas line that his crew “capped off”, stated they would be back Saturday to complete the job Saturday 11/22: No work of note completed (Promised Completion Date) Monday 11/24: A small crew showed up and replaced a section of piping with PVC that they had broke during their excavation. The replaced PVC was to unrelated to the contracted repair and was discovered later to leak profusely. [redacted] showed up later in the day and stated the blockage is now in a different location 10 to 12 foot away from his initial work order. Stated this is a now a major repair job with two options one costing an additional $4,600.00 one costing an additional $5,700.00 on top of the $[redacted] already paid. When asked why he was so sure of a routine repair on the initial work order and why he stated this was a routine, easy one and on-half day job, [redacted] offered a confused, incoherent explanation. He again pressured us to prepay and schedule the work. We declined asking for time to consider the repair, [redacted] left visibly agitated. Tuesday 11/25: No work crew, no calls from [redacted], calls and text to [redacted] during business hours are not returned. Called [redacted] in the evening, he answered, we asked for a complete explanation of why his initial work order was totally inaccurate, why PVC was installed were it was not needed, why the gas line and ductwork were damaged and the reason why the additional repair needed done, [redacted] hung-up on us. Wednesday 11/26: No work crew, no calls from [redacted], calls and text to [redacted] are not returned. Called Mr. Rooter asked to speak to someone in charge, and spoke to “[redacted]”. Explained the dissatisfaction of no actual repair completed as promised, the pre-payment, the PVC that was replaced for no reason, the leak coming from the PVC his crew installed, the severed gas line and the hole in the ductwork. [redacted] stood by [redacted] assessment of the problem and the work completed but did commit to send his best crew to review the situation, scheduled for Friday 11/28. Asked [redacted] to come and inspect the work, stated he was out of town Friday but would try to stop later in the day, he did not show. Friday 11/28: Two plumbers showed up, [redacted] was the lead plumber and a [redacted] who refused to give us his last name appeared to be his helper. [redacted] began to fill in the hole with the leaking PVC pipe with gravel in preparation to cement. We told him to stop and informed he and [redacted] about the leak in the installed PVC, the severed gas line, and a hole in the furnace ductwork and reminded that the blockage was not even remedied. The lead plumber [redacted] was sympathetic, stated he was doing what he was told to do. He had [redacted] dig up the gravel, reinstall the PVC and repair the leaking elbow. We informed [redacted] that the “Dormant” gas line the first crew severed was actually the line to our gas fireplace that was now not functioning. He patched the line but stated he thought it was not usable and could not guarantee the line would not leak. [redacted] recommended we not turn it on, as there was a risk of a gas explosion. In addition, the initial crew put a hole in the furnace ductwork when excavating the floor. Both were informed and their fix was to shoved an empty cement bag into the hole and proceeded to cover the area with gravel. We photographed the bag for reference. Again, we had to prevented the plumbers from cementing the excavation, as the blockage was not taken care of. [redacted] was cooperative and said he would have to call [redacted] for further instruction. It was decided [redacted] would bring the auger back and attempt to break the blockage. [redacted] showed up with the auger and proceeded to auger the line until the blockage was broken through. This method of forcing the auger through until the blockage was removed was not used by the initial plumber on 11/19 due to his assertion with [redacted]’s agreement that equipment could be damage and potential of damaging tile drainage lines. We have no clue if [redacted] broke through the clog properly remedying the situation or if he damaged/broke though a good line and the water is draining into the ground. [redacted] would not look at us nor speak to us. He left and his plumbers filled the excavation with gravel and cemented the hole. We had no communication or follow-up from with Mr. Rooter since Friday 11/28. Please Note: On Friday 11/28, The lead plumber [redacted] apologized for Mr. Rooter’s business practices and openly commented we were overcharged for the work on the repair order and that the work completed was unnecessary and substandard. [redacted] stated [redacted] is rewarded as he brings in a lot of work and money, and commented he is “Untouchable”. [redacted] openly admitted the installed PVC pipe was not necessary and that the pipes replaced were in good condition and worked properly. He also informed us that 10 feet of PVC pipe was not used. Only 47inches of pipe was replaced. He offered to talk to [redacted] and recommend that some of our money be returned. The plumbers also replaced a large copper septic pipe that had no blockage or damage. This pipe was totally unrelated to the repair job. We were told by the [redacted] that Mr. Rooter is continually reported for their unethical practices and he thought the Attorney General or other regulating agency had fined them. He recommended pursuing this matter further as in his words “We were ripped off”. Issues: 1) If the Friday 11/28 repair was the proper course of action, i.e., auguring through the blockage, why did the initial plumber state on 11/19 this was not advisable and refuse to continue attempting to auger the blockage in fear of damaging equipment and drainage pipe? 2) On 11/20, why did [redacted] agree with his plumber that auguring was not an option and potentially could cause more damage? 3) On 11/20 why did [redacted] bring a video camera complete an inspection of the lines, state the blockage was four foot in and would require excavation and ten feet of new PVC piping to repair at a cost of $[redacted]? Why was excavation not done near the blockage? 4) On 11/28, why did the plumber crew attempt to gravel and cement to complete the job when issues were not remedied? 5) The severed gas line was not repaired rendering our gas fireplace unusable 6) The damaged ductwork was not properly repaired and cemented over 7) Was the blockage repair done properly or was damage done to existing, working piping causing water to draining into the ground? We would like a substantial refund for Mr. Rooter’s substandard work. We paid the initial fee of $[redacted] for the clogged drain to be fixed. We were told this would not remedy the problem and were charged an additional $[redacted] for supplies that were not used and for work that was not done. After the frustration of the repair not being done, the inconvenience of no plumbing for a week, torn up floor, dust, mess, ongoing damage to our gas line and damage to the ductwork, the actual repair completed on 11/28 was unclogging the drain with an auger. The service Mr. Rooter stated could not be done on 11/18. Respectfully, [redacted]Desired Settlement: We would like a substantial refund for Mr. Rooter’s substandard work. We paid the initial fee of $[redacted] for the clogged drain to be fixed. We were told this would not remedy the problem and were charged an additional $[redacted] for supplies that were not used and for work that was not done. After the frustration of the repair not being done, the inconvenience of no plumbing for a week, torn up floor, dust, mess, ongoing damage to our gas line and damage to the ductwork, the actual repair completed on 11/28 was unclogging the drain with an auger. The service Mr. Rooter stated could not be done on 11/18.

Business

Response:

[redacted],In regards to your issues addressed in your complaint, I would like to respond to them one by one, in accordance to the numbered list you provided:1) One of our Journeyman plumbers, [redacted], was the initial plumber on site. He attempted to cable the drain three times and was unable to get to the desired depth to clear the clog. Due to this, he advised to proceed with a camera, following proper company protocol. The camera was completed at NO CHARGE.2) Due to the state that the pipe was in and the excessive buildup in the sewer line, we were unable to get a clear view of the sewer line and blockage. At that time, we left an estimate on 11/19/14 for $[redacted] to start at the point that our camera was able to reach and we were able to inspect. After 1 day, the customer called in and decided to go with the work for the pricing given. It was scheduled based upon the customer's schedule for us to complete the work.3) The pricing that [redacted] left for you was for "UP TO 10 FEET" of PVC piping, which includes the blockage area of 4 feet.4) Our crew started the work, repaired the sewer line; due to the sewer line running in a different direction that we were unable to see prior to digging due to blockage. At that point, [redacted] completed a camera inspection of the rest of the line after it was replaced. 5) The gas line was leaking, as it was encased in and under concrete. Being the professionals that we are, we refuse to turn gas on to a leaking line, as we will not be responsible for a potential disaster knowing what could happen. 6) If there is any damaged duct work due to anything that Mr. Rooter Plumbing has done, we will be more than willing to fix this matter.7) [redacted] had a conversation with the area manager, [redacted], and [redacted] stated that he would have his own Journeyman inspector on site to do an inspection to ensure it was done properly IN ADDITION to our own Journeyman plumber on site throughout excavation to ensure all work was done to code and in the correct manner.Also, a few points that I would like to address with you:1) Anyone stating to this customer that [redacted] is "untouchable" is an irresponsible and false accusation. This statement was never made, nor has it ever been discussed with any customer. It is a fabrication and poor interpretation of a conversation that may or may not have ever taken place. 2) From the start of this job, [redacted] had it in his mind, due to past experiences with other companies, that he was being taken advantage of this time as well. Therefore, we believe it puts us in the same position due to bad practices of other companies and other services. We diagnosed this job properly, as we would any other job of this type in the past and/or future. We went above and beyond to satisfy this customer's needs, including working after hours and on weekends. If there is anything further that we can address or resolve, please let us know.Thank you,Mr. Rooter Plumbing

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Mr. Rooter’s response is not unexpected. My response is below.

Sincerely,

[redacted],In regards to your issues addressed in your complaint, I would like to respond to them one by one, in accordance to the numbered list you provided:1) One of our Journeyman plumbers, [redacted], was the initial plumber on site. He attempted to cable the drain three times and was unable to get to the desired depth to clear the clog. Due to this, he advised to proceed with a camera, following proper company protocol. The camera was completed at NO CHARGE.

Response: A falsehood, [redacted] placed the cable in the drain one time, stated he hit a blockage, stated blockage bent the auger tip, was not willing to attempt a second time stating he was afraid in damaging his equipment and possibly damaging tile piping making matters worse. Stated he would need to call his boss [redacted] Graham who had a viewable camera to inspect the line to determine the extent of blockage. If Mr. Rooter would like to contend there was no charge, so be it, however $[redacted] was paid that evening.

2) Due to the state that the pipe was in and the excessive buildup in the sewer line, we were unable to get a clear view of the sewer line and blockage. At that time, we left an estimate on 11/19/14 for $[redacted] to start at the point that our camera was able to reach and we were able to inspect. After 1 day, the customer called in and decided to go with the work for the pricing given. It was scheduled based upon the customer's schedule for us to complete the work.

Response: A falsehood, please refer to your own Contract/Retail Installment # [redacted]. This is not an estimate nor is estimate written or implied. The Mr. Rooter form clearly delineates the Diagnosis of the problem and Description of Products and Services.

3) The pricing that [redacted] left for you was for "UP TO 10 FEET" of PVC piping, which includes the blockage area of 4 feet.

Response: A falsehood, please refer to your own Contract/Retail Installment # [redacted]. Nowhere on the form does it state “Up to 10 Feet”. Just the opposite the Mr. Rooter form clearly states “Replace 10ft of clay pipe.

4) Our crew started the work, repaired the sewer line; due to the sewer line running in a different direction that we were unable to see prior to digging due to blockage. At that point, [redacted] completed a camera inspection of the rest of the line after it was replaced.

Response: A falsehood, please refer to your own Contract/Retail Installment # [redacted] for the Diagnosis and Description of Products and Services for work that was supposed to be completed. The repair work referenced above was not done as described, perfectly good copper drains were removed that was not remotely related to the blockage.

5) The gas line was leaking, as it was encased in and under concrete. Being the professionals that we are, we refuse to turn gas on to a leaking line, as we will not be responsible for a potential disaster knowing what could happen.

Response: A falsehood, the line was damaged during jack hammering and excavation. While in [redacted], I spoke to [redacted], he informed me while excavating they broke a section of clay pipe and severed an old gas line, told me it was a dormant gas line that his crew “capped off”. As a result, my gas fireplace is no longer functioning.

6) If there is any damaged duct work due to anything that Mr. Rooter Plumbing has done, we will be more than willing to fix this matter.

Response: Thank you, I have a photo to validate this should you need visual evidence. Please call me to arrange fixing this damage. 7) [redacted] had a conversation with the area manager, [redacted], and [redacted] stated that he would have his own Journeyman inspector on site to do an inspection to ensure it was done properly IN ADDITION to our own Journeyman plumber on site throughout excavation to ensure all work was done to code and in the correct manner.Response: Not a accurate representation of the discussion with [redacted]. Also, a few points that I would like to address with you:1) Anyone stating to this customer that [redacted] is "untouchable" is an irresponsible and false accusation. This statement was never made, nor has it ever been discussed with any customer. It is a fabrication and poor interpretation of a conversation that may or may not have ever taken place.

Response: This irresponsible person making the false accusation is Mr. Rooter employee [redacted]. I quite assure you the statements as described were made by Mr. [redacted] and very accurately restated and I may add in front of three persons. If I may make a suggestion to the author, take this matter up with Mr. [redacted]. From my perspective he was the most professional and honest Mr. Rooter employee we dealt with.

2) From the start of this job, [redacted] had it in his mind, due to past experiences with other companies, that he was being taken advantage of this time as well. Therefore, we believe it puts us in the same position due to bad practices of other companies and other services. We diagnosed this job properly, as we would any other job of this type in the past and/or future. We went above and beyond to satisfy this customer's needs, including working after hours and on weekends.

Response: Utter nonsense, I have no clue where this comment is coming from however I appreciate the analysis although uninformed and inaccurate. I certainly don’t feel taken advantage by anybody and had no predetermined views of Mr. Rooter. I can tell you with 100% certainty Mr. Rooter did not go above and beyond to satisfy this customers needs.

If there is anything further that we can address or resolve, please let us know.

Response: Nothing was resolved with the exception of committing to repair the duct-work your employees damaged. Regards,[redacted]

Review: On 3/9/15 our toilet began backing up into our bathtub, rendering our only bathroom useless. We called Mr Rooter, and they came out to our home in[redacted]. They suggested running a water jet to unclog the line, costing $[redacted] up front. My husband wrote a check, and the technicians attempted to jet the stack in our upstairs bathroom. They were unable to jet the line, telling us it was completely clogged and would need replaced. The technician/salesman [redacted] then proceeded to outline the inside excavation needed in our house to achieve the repair, which involved tearing out the portion of my bathroom floor around the toilet, and the wall next to the toilet, and tearing out the corner kitchen ceiling, cabinets top and bottom and the counter top. This excavation was necessary to access the stack pipe that was inside the wall. The large amount of excavation necessary to access the pipe required[redacted] to call his boss [redacted], and discuss the amount we would be charged. We heard the discussion as he made this call on his cell phone while standing in my kitchen. He gets off the phone and says "Good news! We usually don't touch a job like this for less that $[redacted], but my boss said we can do it for $[redacted]!The result was a bill written up for $[redacted], with a Member rate of $[redacted] The final result was a cost of $[redacted] for the repair (less the $[redacted] for the jet they couldn't complete) for a bill of $[redacted] to be paid up front before they would make the repair. Desperate as we were with no working bathroom, we agreed, wrote another check, for $[redacted], and they said they would be out the next day to begin work. Our understanding was that the $[redacted] would cover the cost of the repair and the restoration of the damage caused in accessing the pipe. Later that evening, my husband and I discussed the amount of demolition necessary to access the pipe, which would have destroyed our kitchen, and I suggested that they access the pipe from the outside of the house. We made this suggestion to the plumbers when the began the work a couple of days later, and they agreed it would be easier, and made the repair by accessing the stack pipe from the bathroom and going thru the outside wall of the house, sparing the kitchen. Thank God. When they finished the repair and left, we had raw plywood only on the bathroom floor, bathroom wall replaced with rough cut drywall that was NAILED into the studs, a hole covered with plywood only on the outside of my house, and a pile of garbage in my backyard. The result of the work they did was worth HALF of what they charged us! We made several attempts to work with this company to get some of our money back, to no avail. They made an offer to jet the line, as we paid for the jet but never received it, and admitted they were in breach of contract, also offering the $[redacted] dollars back. But we asked for $[redacted] MORE back, because the initial quote/contract was made with the excavation/demolishing being done from the inside, requiring the demolition of our kitchen, which they ended up not doing because the accessed it from the outside. This resulted in an entire day LESS WORK. So, we would like $[redacted] of our money back for work that was initially quoted but NOT DONE, and for restoration work that was our initial understanding when we signed the contract, that was NOT DONE. I requested that Operations Manager [redacted] call me himself so that we could discuss the issue, but he never called. We will be seeking legal action against this companyDesired Settlement: That we receive half of our money back, $[redacted], and that this business be closed down (although that won't happen, it should).

Business

Response:

Our Youngstown manager[redacted], informed me that he went to this customer’s house this morning. The customer and [redacted] have come to a mutual agreement. There will beadditional work done by the end of the week. Also, the customer agreed to close the complaint. Please see the attached complaint which was submitted to the Younstown office. I have addressed it though them as well.Please let me know if I need to do anything else to close this complaint.Thanks! [redacted]

On 10/4/15 I meet with their Underground Utility Specialist. The main drain at my house was backing up. His is your typical "fast talking salesman" that immediately makes you suspicious. Later, I would find out that he is terrible at returning calls, even though he tells you to call him if there are any questions.I ended up calling their main office to get some answers. Management needs to counsel him about customer service, and, the importance of returning customer calls. I agreed to have the work done. The crews that were sent out were hard working decent kinds of guys. There was no loud music, horseplay, or swearing. It looks like they did a good job.

R[redacted], the technician from Mr. Rooter, showed up within an hour of me calling for help with a clogged kitchen sink. Despite it being after normal business hours when he would probably rather be home, he was very cheerful and courteous. He got the job done and cleaned up after himself as well as the buckets we used prior to his arrival. I hope we don't need a plumber again anytime soon, but if we do, he is the one who I would want to return!

Review: service man arrived to open a clogged sewer drain. brfore he started he said that because my house was an older home he would probabley not be able to unclog the drain. thrr snake he used had a root cutter tip which half of the tip was broken off, I questioned him about this and he haid it did not matter. He was unable to unclog the drain after one try, he put his equipment back in the truck and wanted payment. I payed him $[redacted] and he left. I called another plumbing company and within 5 minutes of arriving the drain was opened. I have called Mr Rooter for the last three days to file a complaint and the person answering the phone said a manager would call me but nobody has called. I don't feel I should have to pay and want my $[redacted] returnedDesired Settlement: I would like the $[redacted] I payed returned

Business

Response:

Customer was refunded today, 7/11/14.

Excellent job. courteous and professional

R[redacted], the technician from Mr. Rooter, showed up within an hour of me calling for help with a clogged kitchen sink. Despite it being after normal business hours when he would probably rather be home, he was very cheerful and courteous. He got the job done and cleaned up after himself as well as the buckets we used prior to his arrival. I hope we don't need a plumber again anytime soon, but if we do, he is the one who I would want to return!

The manager/owner of this franchise is a five star winner, and this is a valuable service at an affordable price. I have used it three times, my own home and on a rental. I see that there are some negative reviews here, but this business is loaded with risk because bad sewer lines create problems that break equipment and cause backups that can only be repaired with excavation of the lines. My son was a plumber in another state, and a few complaints out of probably thousands of jobs is not bad. I am a real estate broker with no relationship to this firm.w

On 7/14/15 I called Mr. Rooter of youngstown out to my home as I was having water coming into my basement from my downspout drain. After speaking to a few family friends they recommended that I call Mr Rooter and request for W[redacted] to come out to see what was going on. When he arrived to my home he was very polite professional represenitive of the company. He was very knowledgeable and gave me multiple choices on how to resolve my issue. We started out with snaking the line. That would not work after an hour of him trying. So we went to the next step which was high pressure water jetting. He was able to insert the jet about 15 ft into the line. Water started oozing from the yard. We then made the decision to excavate and replace the downspouts that have been in the ground since the 50's. I have to say W[redacted] is a very hard working man and is a huge asset to mr rooter. Keep up the good work.

Mr Rooter was very professional, prompt to respond to plumbing problem at one of my rental units. John R was very nice, polite and professional. Mr Rooter should be very glad to have him as a representative. Overall rating is excellent. Thank You.

Review: I had contacted this company to come and assess my drains because I was having water back up in the bathtubs and washer. They came out and initially flushed the drains and opened them. This only lasted a short time and then they returned and ran the video monitor and said it would not go past a certain point. They assessed the drain and said there was a break in the line. They asked if I wanted it fixed and told me it would be approximately $[redacted] to fix it. I am fairly new to this area and did not know where else I could go to have it fixed, and since they had assessed I told them to fix it. I was under the understanding that this was going to fix the problem entirely. They brought a contract and I signed it and they did not fully explain it to me. They hired a subcontractor who dug the hole and they attempted to flush the pipe again. At this point, they told me that there was a clog or break further down the pipe and at this point I was told in order to fix this additional area it would be an additional $[redacted]. At this point, they stated that there was no guarantee that the problem would be fixed and if I wanted it fixed to the road (this is approximately 20 feet from my house) that it would be $[redacted]. They stated unless I paid this and fixed the entire amount they could not guarantee the problem would be resolved. They did not advise me of this prior to getting me to sign the contract. They did not come to start on the project immediately. The contract was signed on 8/4, they did not start work until the afternoon until 8/6. After going 10 feet, they stated the price was for 10 feet only. I attempted many times to contact them to let them know I could not afford this. I called several people and they didn't get back to me right away. I spoke with the District Manager and he stated that I could not get out of the contract that it was binding after 3 business days. However, they did not return my calls until after day 3 The work is not finished to date.Desired Settlement: I have not had the work completed to date. I have contacted the Attorney Generals office and they are unsure they can help me. They did not understand the entire terms of the contract before they had me sign. They insist I have to pay for this work. I want out of my contract. I want a refund. I want them to have to change their business practices.

Business

Response:

Per [redacted], Youngstown Area Director, we continued the work for [redacted] and he is now satisfied.

On 7/14/15 I called Mr. Rooter of youngstown out to my home as I was having water coming into my basement from my downspout drain. After speaking to a few family friends they recommended that I call Mr Rooter and request for W[redacted] to come out to see what was going on. When he arrived to my home he was very polite professional represenitive of the company. He was very knowledgeable and gave me multiple choices on how to resolve my issue. We started out with snaking the line. That would not work after an hour of him trying. So we went to the next step which was high pressure water jetting. He was able to insert the jet about 15 ft into the line. Water started oozing from the yard. We then made the decision to excavate and replace the downspouts that have been in the ground since the 50's. I have to say W[redacted] is a very hard working man and is a huge asset to mr rooter. Keep up the good work.

The manager/owner of this franchise is a five star winner, and this is a valuable service at an affordable price. I have used it three times, my own home and on a rental. I see that there are some negative reviews here, but this business is loaded with risk because bad sewer lines create problems that break equipment and cause backups that can only be repaired with excavation of the lines. My son was a plumber in another state, and a few complaints out of probably thousands of jobs is not bad. I am a real estate broker with no relationship to this firm.w

Review: Business provided substandard service that took many times longer than promised.Desired Settlement: We want the new invoice promised to us on the phone by Joe (who said he was the owner) on 7/15/05, that would be $[redacted].**. We asked for a reduction in the charge of $[redacted] because the work was badly done and had to be corrected; the work also took much longer than we were told. He agreed. The salesman, [redacted], was supposed to come with this new invoice the next day, 7/16/15; he never showed up.We have yet to receive the final bill, so we don't know the amount we are being billed

Business

Response:

We at Mr. Rooter have addressed this situation with [redacted]. Also Mr. [redacted] would like to speak with you directly to help get this situation resolved. His direct cell number is[redacted]. After a phone call resolution with [redacted] we at Mr. Rooter will consider this complaint closed.Best Regards,Mr. Rooter Plumbing

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We were promised a check for $[redacted]. Until we get that check, and it clears the bank, we consider this matter unresolved.Regards,[redacted]

Business

Response:

Mr. Rooter of Youngstown made an offer to resolve this complaint. The details are as follows:Date that proposal was made: 8/21/2015 Value of proposed resolution (USD): [redacted] Description of proposed resolution: Mr. Rooter Plumbing in good faith sent check # [redacted] in the amount of $[redacted].** out in the US mail on August 17th. Please close this complaint once the check is received. On behalf of all of us at Mr. Rooter Plumbing we consider this complaint closed. Best Regards, Mr. Rooter Plumbing

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We received the check on Friday and will deposit it on Monday. Until it clears, we consider this complaint to remain open.Regards,[redacted]

On 10/4/15 I meet with their Underground Utility Specialist. The main drain at my house was backing up. His is your typical "fast talking salesman" that immediately makes you suspicious. Later, I would find out that he is terrible at returning calls, even though he tells you to call him if there are any questions.I ended up calling their main office to get some answers. Management needs to counsel him about customer service, and, the importance of returning customer calls. I agreed to have the work done. The crews that were sent out were hard working decent kinds of guys. There was no loud music, horseplay, or swearing. It looks like they did a good job.

They were at my home within the hour. C[redacted], the tech, was extremely professional and knowledgeable. He addressed our concerns and gave us additional options to consider in the future. I would like to add this was just a slow draining main, not an emergency and yet they still arrived within 60 minutes. We were extremely satisfied with the work performed and the time in which it was completed. ( 30 minutes ) We highly recommend their services.

Review: I have called Mr. Rooter of Boardman Ohio to clean up my drain pipes because the water was draining very slow.Their technician showed up and brought machine down into the basement and machine didn't work. He left my house to get another machine or fix the one he tried using. A couple of hours later he came back and tried cleaning the pipes. He was unsuccessful and not only that he didn't clean the pipes he made it worse so the water was not draining at all. There was a mess all over the floor which I had to clean up myself. He was trying to sell me to get a jet service which costs $[redacted]. I told him I will think about it. He left the house and I had to pay $[redacted] for the service that was not completed and even made way worse and I had to clean up all the mess he created. The next day I called another local company,[redacted]. They came over the house and advise me that I do not need jet and that they will clean the pipes with the machine. They used the same machine as Mr. Rooter and cleaned up everything in about an hour. The water was running great through the pipes, there was no mess at all, cleaned up every little thing that was there. Very professional service and job done right. After that I called Mr. Rooter to ask them to give me the refund and the secretary says nobody is available from accounting department and they will call me back as soon as they get back to the office. two days later no call. I call them again and got the same story from the secretary. Waited another 2-3 days and no call. After that, I called again and told them I will report the issue to the Revdex.com and attorney general's office. They still didn't even attempt to call me back. The fourth time I called them, they told me the secretary tells me the same thing and then I told her they (accounting department) will not call me back and they don't have to call me back and that I will report this. Here I am reporting it to the Revdex.com to make people aware who they are dealing with.Desired Settlement: I believe I deserve the refund because I have been charged for the service that was not completed. The things were made worse than they were, I had to clean for two hours the mess created. Another company did the job with the same tools Mr. Rooter used which tells me that Mr. Rooter should of been able to get the job done but they only wanted to sell jet service and charge $[redacted].I also want to report this to Attorney General Office too.

Consumer

Response:

At this time, I have not been contacted by Mr. Rooter of Youngstown regarding complaint ID[redacted].

Regards,

They were at my home within the hour. C[redacted], the tech, was extremely professional and knowledgeable. He addressed our concerns and gave us additional options to consider in the future. I would like to add this was just a slow draining main, not an emergency and yet they still arrived within 60 minutes. We were extremely satisfied with the work performed and the time in which it was completed. ( 30 minutes ) We highly recommend their services.