Mr. Rooter Plumbing - Cook County

To Whom It May Concern:We feel that we have offered the customer a reasonable resolution to his complaint, but the customer is asking too muchon 11/16/the customer booked an appointment stating that his tenants reported a sewer gas smellHe stated that another company had previously installed a pump, but he was concerned that it was not installed properly.Upon diagnosis, we recommended replacing a portion of 2" pvc and resealing the pitA price was given, and when the customer gave the ok, we began workA small diagnostic fee was charged for sealing the pit, but not $as the customer is claimingThe majority of the cost was for the pvc replacement.On 11/22/we were called back out because the customer was still experiencing the smellWe recommended optionsTo patch the ejector pit (which would be an attempt, not a guarantee that it would solve the problem) or Replace the ejector pitThe customer decided to get a second opinion.It was not until after the customer got a second opinion that he called to request a refund for the work that was previously doneWe feel that though he is entitled to a second opinion, unfortunately sometimes a competing company will say that our work was faulty in order to win their businessWe declined to refund the customer due to the fact that we were upfront about the work we were doing, got approval to do the work, and didn't cause the issue that the customer is complaining about.Though we are not responsible for the conditions that caused the customer to call us, we offered strictly for customer satisfaction, three coupons that equaled the cost of the diagnostic fee to reseal the pitThe customer declined.As for his statement that he followed up and was immediately hung up on, this is untrueI had a lengthy conversation with the customer in which he was demanding, insulting, and not willing to accept our offerI informed the customer that we feel that offering him a credit toward future service is the best we can doThe customer's reason for declining was that he was movingHowever our coupons are valid with any MrRooter in the country, so he could still take advantage of that offerInstead, the customer continued to insult, at which point I informed him that it does not sound like we will be able to reach an agreement and wished the customer a good dayI waited for the customer to respond, but instead HE terminated the call.If there is a reasonable resolution that the customer has to offer, and if he is willing to speak to us in a cordial and professional manner, we are certainly open to speaking with himMrRooter of Cook County

Initial Business Response /* (1000, 5, 2015/08/06) */
Mr*** contacted us because he said his main drain line is backed up and he knows that we will probably have to do something else to repair his drain maybe even an excavationHe first said that he is going to see if this is the village's
issue and see if its something they will take care ofI spoke to Mr*** on the phone and I advised him to go ahead and find out from the village and give us a call back if he would like to schedule a sewer rodding with usMr*** had a main drain line serviced by us in January and we gave him a day warranty on that sewer drain roddingWe gave Mr *** a significantly lower price because he asked us to provide service through what is considered a branch line instead of the main lineA branch line is usually between 2-inches in sizeThe main drain line for this house expands to inch feet away from the homes foundationMr *** does not have a proper access for this job to be performed to a high standardPlease imagine a cutter that is inches in size attempting to clean a inch pipe properlyit is just not possible to make sure that line is 100% clear from the access this customer has
We wanted Mr *** to know that wanted to help him to the best of our abilityMr *** had a warranty for only daysOut of respect to Mr ***, we offered him a drain line rodding for 50% off even though his warranty expired several months agoOur technician was at a call far away prior to him going to customer's home and unfortunately did not have the proper equipment on his truck at the timeThere was nothing charged to the customer, an apology was made and an additional discount was offered to customer for future services in addition to 50% off the current work that would be doneOur technician was scheduled to go out yesterday in the evening, after hours since customer was not available until after pmOur $fee is always waived if a customer goes with our service, and this was clarified at the time of booking the appointmentTowards the afternoon, prior to the appointment, the customer called and spoke to me again, blaming that a job that was done back in January did not solve his problemI explained to the customer that he has had the same problem before and if the problem is coming back again, he obviously might have a deeper problemI even recommended that he either do a camera inspection from us, or from a friend of his he told us about that works for his village prior to booking the rodding if he wantsHe refusedHe told me to find out what the pricing would be on the rodding and get back to himI had our manager, Dan call customer to explain that we can only offer 50% discount but he is free to do service with someone else if he prefers since he was saying negative things about non-union workers and trying to say that non-union workers do the wrong thingDan spoke to customer and explained to him, not at all in any unpleasant way, that the first rodding for a job that big was given to him at a corporate special price, that special rate is no longer valid since that was back in January, however, we are still willing to give a 50% discountNothing additional was sold or even recommended to customerHe then told us that he would like a guarantee on the rodding; a gurantee cannot be given on a rodding because if there is a deeper issue, which customer felt it was when he first called to make the appointment, there would need to be a different solution put in place for the problem to be resolved, which was obviously a main line issue; customer knew this because of his background in construction and his links to the village as he saidCustomer wanted us to call him prior to his appointment so he can tell us if he is ok with pricing or not and if we should come out, so we gave him the respect to let him know in advanceHe agreed and was aware that a call would be made to him at that timeIn addition, we at no point disrespected or would like to disrespect customer, to say that we are unethical is not fairCustomer is referring to a review put up by a former employee that was discharged due to drug use and in revenge decided to write a review that Customer *** is referring toWe tried to do what we could to help Mr*** with a larger issue he is having, which has no connection with usWe , with good faith, cannot do more than thatWe wish him luck

To Whom It May Concern:We feel that we have offered the customer a reasonable resolution to his complaint, but the customer is asking too much. on 11/16/17 the customer booked an appointment stating that his tenants reported a sewer gas smell. He stated that another company had previously installed...

a pump, but he was concerned that it was not installed properly.Upon diagnosis, we recommended replacing a portion of 2" pvc and resealing the pit. A price was given, and when the customer gave the ok, we began work. A small diagnostic fee was charged for sealing the pit, but not $500.00 as the customer is claiming. The majority of the cost was for the pvc replacement.On 11/22/17 we were called back out because the customer was still experiencing the smell. We recommended 2 options. 1. To patch the ejector pit (which would be an attempt, not a guarantee that it would solve the problem) or 2. Replace the ejector pit. The customer decided to get a second opinion.It was not until after the customer got a second opinion that he called to request a refund for the work that was previously done. We feel that though he is entitled to a second opinion, unfortunately sometimes a competing company will say that our work was faulty in order to win their business. We declined to refund the customer due to the fact that we were upfront about the work we were doing, got approval to do the work, and didn't cause the issue that the customer is complaining about.Though we are not responsible for the conditions that caused the customer to call us, we offered strictly for customer satisfaction, three coupons that equaled the cost of the diagnostic fee to reseal the pit. The customer declined.As for his statement that he followed up and was immediately hung up on, this is untrue. I had a lengthy conversation with the customer in which he was demanding, insulting, and not willing to accept our offer. I informed the customer that we feel that offering him a credit toward future service is the best we can do. The customer's reason for declining was that he was moving. However our coupons are valid with any Mr. Rooter in the country, so he could still take advantage of that offer. Instead, the customer continued to insult, at which point I informed him that it does not sound like we will be able to reach an agreement and wished the customer a good day. I waited for the customer to respond, but instead HE terminated the call.If there is a reasonable resolution that the customer has to offer, and if he is willing to speak to us in a cordial and professional manner, we are certainly open to speaking with him. Mr. Rooter of Cook County