Mr. Rooter Plumbing of Central New Jersey

[redacted] NJ State License [redacted] August 21, To Whom It May Concern: On August 17, at 6:46pm we received a call from the customer that they were having a main line stoppageWe arrived at the location at 8:20pm and the husband was homeThe situation was assessed and a price was given to go into the crawl space and try to clear the line from a clean out that was located thereThe price was $The husband then voiced a concern over the price because he stated that a few years ago the price was around $The technician agreed to take off $off of the job making it down to $plus taxThe technician also explained that if he was unable to clear the stoppage this way he would have to pull the toilet in the bathroom and snake the sewer line and the cost would be $The husband agreed to all of this and our technician proceeded with the workHe was unable to clear the stoppage by going through the cleanout in the crawl space and had to pull the toilet and go that routeHe pulled the toilet and cabled the line through the toilet flange and cleared the stoppageThe wife had then came home in the middle of the job and started to complain about the priceThe wife continued to complain about the price and the technician offered to take $off of the jobShe refused and said she would take it up with the office in the morningThe technician reset the toilet, cleaned up the area in the bathroom, received the signatures that the job was completed to their satisfaction and ran the credit card for paymentIf the customer was not satisfied with the work, the cleanup, scratches on the wall and so on why would you sign that you were satisfied with the work and give the credit card for paymentThe office spoke with the customer the following day with both the husband and wifeIt was explained to the customer that if they did not agree to the price they did not have to proceed with the work and that we would have left and there was no financial responsibility on their partWe the offered to refund the customer $The wife refused to accept thisOur offer of refunding $still stands to get a resolution to this matter If you have any further questions please contact me Andrew A [redacted] Mr Rooter Plumbing

On September 15, we were contacted by the customer that the toilet and tub was backing up. We sent a technician to the home. The homeowner told our technician that cat litter was flushed down the toilet. My technician told her that we would need to pull the toilet and snake
the line from the toilet flange. The cost to do this was $+ NJ Sales Tax. She agreed and we proceeded to snake and clear the line. Once the line was clear we ran an inspection camera through the line to check the line. At that time with the homeowner present my technician found no issues with the sewer line. Three weeks later on October 5, the customer called back stating she was having the same issue with the toilet backing up. We sent the same technician back to her home and he removed the toilet and snaked the sewer line from the toilet flange. While cabling the line the cable got stuck in the line. He returned the next day with assistance and was able to remove the cable. He video inspected the line again and found there was a break in the sewer line underneath the slab of her living room floor. We proceeded to give her an estimate for the repair and advised that she should contact her homeowners insurance company.Sewer cables do not break lines, if the get stuck in a line it is because there is a problem with the line and it is broken. The sewer cable works internally from the inside of the sewer pipe. A water line should not be inside or near a sewer line in fact the NJ Plumbing Subcode state that there must be a minimum of a 12" separation between the two. If a cable exits the sewer pipe it would happen because the sewer pipe is broken. When we left their home on September the line was in working order and the video inspection that they witnessed showed there were no issues with the sewer line. We don't know what happened at their home between September 15th and October 5, but something did causing the water line and sewer line to break underneath the slab of their home. Again by NJ Plumbing Code water and sewer lines are kept separate so cabling a sewer line should not affect a water line. The customer disputed the charges of for the snaking stating two reasons, the first being that the water company stated we didn't snake the line 100', I don't know where this is coming from, our invoice doesn't state how far we snaked the line, in fact on our second invoice we state we snaked the line about 50'. The second reason is that she claims we broke the water line and the sewer line. Again, we did not break the water line or the sewer line and would request proof other than her claim that we did this. I would request pictures of both the water line and sewer line that were removed showing that our cable did the damage. I would also request an invoice from a licensed plumbing contractor clearly stating that her broken water and sewer line was a direct result of our cabling her line three weeks prior. I am attaching both of her invoices, her dispute to the credit card company, our response to the credit card company. She has also contacted our office threatening to take us to court in this matter.If you have any further questions please do not hesitate to contact

The customer called us that they had an unknown leak from the ceiling, upon arrival our technician found that there was a wet spot on the dining room ceiling, our technician went upstairs and found that the master bathroom was above the area where there was a wet spot.  Our technician advised...

that in order to start diagnosing if there was a leak from the plumbing pipes he would need to open up the damaged ceiling.  He told them the cost to open the ceiling and look for a plumbing leak was $150.00 + NJ State sales tax.  He was told that if we found a leak from the plumbing we would give him a cost for repair and that the $150.00 would get credited towards the plumbing repair.  We also told him that we do not repair sheet-rock.  He agreed and we opened the ceiling and went into the upstairs master bathroom and flushed the toilet several times 10/15 times and ran the shower and he could not find the plumbing pipes leaking.  He spent 1 1/2 hours looking for a plumbing leak and couldn't find the pipes leaking.  He noticed that there were no mats in the bathroom and was told that they use that bath to bathe the children, he said perhaps they were getting water on the floor during baths or the leak was not plumbing related.  At the time of service the plumbing was not leaking.  We are not carpenters or roofers, we are plumbers that check pipes.  The homeowner wants us to further diagnose a leak that at the time is not coming from the pipes.  My technician suggested leaving the hole open for a bit of time to see if it leaks again and we would be more than happy to send someone out again.  We did what we were contracted to do, open the ceiling and look for a plumbing leak.  Attached is a picture of the ceiling before we opened it and a picture of the pipes that we didn't find leaking after we opened the ceiling and a copy of our invoice.

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[redacted] NJ State License[redacted]   August 21, 2017   To Whom It May Concern:   On August 17, 2017 at 6:46pm we received a call from the customer that they were having a main line stoppage. We arrived at the...

location at 8:20pm and the husband was home. The situation was assessed and a price was given to go into the crawl space and try to clear the line from a clean out that was located there. The price was $398.16. The husband then voiced a concern over the price because he stated that a few years ago the price was around $270.00. The technician agreed to take off $100.00 off of the job making it down to $298.16 plus tax. The technician also explained that if he was unable to clear the stoppage this way he would have to pull the toilet in the bathroom and snake the sewer line and the cost would be $562.06. The husband agreed to all of this and our technician proceeded with the work. He was unable to clear the stoppage by going through the cleanout in the crawl space and had to pull the toilet and go that route. He pulled the toilet and cabled the line through the toilet flange and cleared the stoppage. The wife had then came home in the middle of the job and started to complain about the price. The wife continued to complain about the price and the technician offered to take $20.00 off of the job. She refused and said she would take it up with the office in the morning. The technician reset the toilet, cleaned up the area in the bathroom, received the signatures that the job was completed to their satisfaction and ran the credit card for payment. If the customer was not satisfied with the work, the cleanup, scratches on the wall and so on why would you sign that you were satisfied with the work and give the credit card for payment. The office spoke with the customer the following day with both the husband and wife. It was explained to the customer that if they did not agree to the price they did not have to proceed with the work and that we would have left and there was no financial responsibility on their part. We the offered to refund the customer $100.00. The wife refused to accept this. Our offer of refunding $100.00 still stands to get a resolution to this matter.   If you have any further questions please contact me.   Andrew A[redacted] Mr Rooter Plumbing

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.
Mr. Tim L[redacted] from Mr. Rooter set up an appointment to replace and install the toilet at no additional cost to me. Dan from Mr. Rooter replaced& installed the toilet on Thursday November 17, 2016 and did an amazing job. I'm extremely thankful to the Revdex.com for your assistance along with Mr. Tim L[redacted]. I really appreciate it.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Yes, his times of call and arrival are correct. However, the technician advised that he was going to have to remove the toilet and the cost would be $398.16 plus $200.00 to remove the toilet. We knew the price was absurd so we said no. The technician said if we paid cash, he will charge $150.00 cash and $270.00 on the credit card because he has to run that thru the company. The price was never clear because he was offering cash prices and prices if ran thru the company. Mr. [redacted] agreed to pay the $150.00 cash because he knew that was a more reasonable price for a clogged pipe. The technician was at our house for a little under 1 hour. My husband told him that we have two main clean outs in the crawl space. He said they do not use them, and they will have to go thru the toilet. He never attempted to use the clean outs first. He started with removing the toilet. He did peek under the crawl space, after working on snaking out thru the toilet and having a problem, to see which way the pipes were going from the toilet. He left the crawl space door off. As we previously stated, the wall was scraped from his machine and the door and gate left open. He also left wood shims sticking out of the toilet when he put the toilet back on.When I ([redacted] arrived home, my husband tried explaining to me all of our price options. I knew immediately that this technician was trying to take advantage of us. I ran in to stop him from working so we can discuss price. He told me he will finish here and we can discuss price. After completing the job, we started to discuss price again to clarify. He now told me that he was offering us half price to do the job if we paid him cash. So his offer was $150.00 cash PLUS he wanted the $270.00 on the credit card. I knew the price was high and my father in-law just paid around $200.00 to have his main pipe cleared. The technician was very nice and respectful and was trying to explain that if he ran it thru the company we would pay double. I wanted a way to track the payment so I was not comfortable paying him cash. He did unclog our toilet and completed the job. I told him to run the whole thing on the credit card so that I can dispute it with the company and have proof of payment. I wasn’t going to argue with him because of the price, but I was not willing to pay cash. He charged it on the credit card (double according to him) thru the company. I called the company as soon as he left and was told they would give me a $20.00 discount. I said no and left a message for the supervisor to call me the next day. In the meantime, I called another certified plumber to get a price to do the exact job that was done at my house. I was quoted $125.00 no matter if they remove the toilet or not. If the job took over 1 hour of labor, the charge would be more. After not receiving a call back from the supervisor by 2:00 pm, I called again to complain and left another message. This time, Tim responded to my husband first, who also called, and then called me back. My husband asked why the technician didn’t use the clean outs in the crawl space (that’s what they are there for) and Tim advised “that’s not how we do it. They don’t use the clean outs in the crawl because there would be a spillage when they took off the caps.” Taking the toilet off is the most expensive option when removing a clog in the pipe and that is what they did. We told him that we got prices from other plumbers and he said we cannot compare to them, and we should compare to a company such as [redacted] So, I hung up and called [redacted] to get a price. I was quoted $99.00 to unclog any pipe in the house. When I called Tim back to now give him the comparable price of the company he told me to call, he said “they are liars.” Tim was very polite at first and yes, he did offer me a $100.00 discount but that was still unacceptable to me. I had paid $600.70 (which includes tax), so he was charging 6 times the price of other certified plumbers. So no, $100.00 discount is still not fair.I paid and authorized the credit card payment because I wasn’t going to argue with the technician and I wanted to track and have proof of the payment. He also did clear the pipe, so not paying him was not an option to me because I’m not trying to stiff them either. I paid $600.70 for less than one hour of work to have a plumber snake out a clogged pipe. The price is not comparable and unreasonable. There was no reason to remove the toilet and the job was left a mess. To pay that kind of money and not even have good service considering the damage and cleanliness of the way my house was left, is not fair. I signed for the credit card payment, not that I was satisfied with the job. Also when I called they said my husband had to sign something to approve the price to begin the job, which he never signed anything approving the price and job. Maybe because we agreed to a cash price? The price of the job changed several times because there were cash prices and credit card prices if ran thru the company. We never would have agreed to the price of $562.06 and the technician knew we would not do it at that price and that is why they were offering us discounts and cash prices. Nothing matches up between the technician and supervisor and the whole process seemed like a scam.
Regards,[redacted]co

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[redacted]: [redacted] A[redacted] On December 10th 2015 we received a call from [redacted] that there was a water leak from the upstairs office bathroom down to the tenants below. We dispatched a technician to the...

location. He arrived and checked the fixtures and tested. We found water leaking from toilet base through ceiling into downstairs. We spoke with the owner to the upstairs office regarding what needed to be done, remove and reset toilet with new gasket and bolts. The owner agreed to the price of $303.22 plus tax for a total of $324.45.  We informed the owner that once the toilet was removed the toilet flange would be inspected and if any other issues were found the technician would notify them. When the technician removed the toilet he found that the leak was caused by the toilet flange being set too low even with using two wax gaskets it still did not make the proper seal. The toilet flange needs to be raised to floor level to re-install the toilet correctly. If this was not done the toilet would continue to leak and there would be a possibility of even further damage to the downstairs ceiling. Our technician revised the quote to now include the flange repair.  The price was given of $620.59 with a $25.00 coupon applied lowering the cost to $595.59 plus tax. The customer stated that she would call us back if the decision was made to move forward with the repair. We were also instructed to leave the toilet off which we did and put paper towels inside the pipe so sewer gas would not escape. The customer did not pay us for the services we rendered.  We tried calling to discuss on several occasions but received nothing but threats.  The customer was informed of the charges, we only want to get paid for the work that was performed.  [redacted] A[redacted] President

Complaint: [redacted]
I am rejecting this response because:
There are mats in bathroom , it was right outside the door we moved it to look for wetness which there wasn't any. The kids didn't bath there , we went to bed midnight while all the kids were in bed and get upb7 am to a massive leak . We wanted a tech who can diagnose where that was from so we can take care of it . Again just like in his invoice he is saying I'm leaning towards the roof or towards water coming out of bath . Leaning it's not a diagnose .what a dossapontment that a major company handles things like this way , least they could of done if they couldn't find a cause not charge us , since we are still losing money to repair this and still don't know how that mystery leak happened . 
Regards,
[redacted]

Good Afternoon [redacted]I spoke with the plumbing supply house where we purchased the toilet and the toilet bowl will be replaced under warranty.As soon as I can finalize everything we will be back in contact to schedule a date for replacement.If you have any questions please give me a...

call. Tim L[redacted]Director of OperationsMr Rooter of Central New Jersey

Complaint: [redacted]
I am rejecting this response because: Andrew A[redacted] has no clue of what his workers say, do or promise the customer. They spend more time in the truck doing things unrelated to the job.  They work under his license and most can not speak good English. I have sent you a packet containing what should give you information related to my complaint, via [redacted] tracking# [redacted] 2 fay priority mail.  It should be there Wednesday or Thursday. Please read all information, it will explain what was done, not done and how. Also how [redacted] let the time required by law expire with no contact with me for months. Mr. Rooter did not win he just let the time limit to respond lapse. There are many complaints about Mr. Rooter. Contact me if more is needed. I am hoping you can fairly resolve this, my next step is small claims and there I can bring the plumber who was there when they did the job, but was to large to fit in the space to make the repair they were called for.Call # [redacted] if needed.
Regards,
[redacted]

November 21, 2016 Re:  Case # [redacted]  To Whom it May Concern:   On August 11, 2016 we received a service request at 2:10pm from the customer [redacted] located at [redacted]  He stated that he had a broken water main line and needed...

pricing for either a repair or replacement. Our customer service representative advised that there was no fee for us to come out and that when the technician got there he would give him a quote with the options.  We dispatched out our technician and he arrived within 45 minutes to the property. At that time our technician gave pricing for both the repair and the replacement of the water line. This estimate was emailed to the customer at 3:18pm and was opened and read by the customer.  The customer at 3:54pm that same day called our office inquiring about the scope of work.  After discussing both options with him, we offered him a $100.00 discount. Later that day customer took our estimate and circled the repair option of the estimate took the $100.00 off and returned it to our office via fax. A credit card authorization form was also sent to the customer via e-mail for the deposit. The customer then filled it out signed it and returned the paper work to our office via fax. The repair then was scheduled for the next day August 12, 2016.  That morning our office staff called in for the emergency utility mark outs.  Our technician and helper arrived on the job site with a back hoe excavator to perform the approved work.  Upon viewing the underground utility markouts on the property it was determined that the backhoe would not be able to be utilized for the excavation.  The job needed to be dug by hand according to the New Jersey Markout Laws which require no excavation with machinery within 3 feet of a utility markout.  Pictures will be forwarded showing the backhoe brought to the residence as well as the utility markouts..Once the repair was completed we backfilled and raked off the property.  Our office staff called the water company for the homeowner requesting that they restore water to the home.  Our technicians waited for the water company to arrive.  Once the water was restored we confirmed there were no further leaks.  The homeowner approved that the work and was completed to their satisfaction signed our invoice and the remaining balance was paid. In response to [redacted] statement “found a man that didn’t speak English (led me to believe an illegal alien, cheep labor”) we are an equal opportunity employer and do not discriminate based on creed, color or religion.  Both men that were working on his property are our employees and have been our employees for over 15 years and have full insurance benefits with our company.  I find [redacted] accusations both repulsive and offensive. A price was quoted prior to the job being completed.  At the time we gave him a discount of $100.00 bringing the job to $2894.00 + New Jersey State Sales Tax.  [redacted] approved the quote and we performed the work.  If [redacted] had wanted to pay $1500.00 for the work he had the option to call other companies and get estimates.  We would not have performed the work for that price. I am attaching a copy of our estimate, our invoice, as well as the pictures that were taken as the work was being completed. Andrew A[redacted]Owner

Review: Plumber came out to unclog bathroom sink drain on 1/29/16. He said it was not my main line because if it was, there would be stuff coming in the bathtub. He went down to crawlspace and told me I had a galvanized pipe and that was where the clog is gave me price of 370 to snake sink drain but told me will have same problem unless pipe replaced instead of snaking. I asked price, he said 670 but then would not have the problem again. I said OK to replacing the pipe instead of snaking the drain. He came the next day, replaced pipe, then told me it turned out to be the main drain after all and now would have to charge 350.00 more.....reminded him he told me it was not the main drain....he said he couldn't see backup in yard yesterday because it was dark. I said You have been here today for two hours in the daylight.....why didn't you see it today? I told him I can't pay an add'l 350.00...he said then he has to call his office to find out what to do. He came back about an hour later......Said he didn't call his office after all, said tried to snake the main drain, clog still not fixed. Now he says thinks my entire pipe in back of house must have collapsed & will need to be dug up. He wanted the 670.00 even though not fixed. Told him I am not giving him 670.00 when the clog is not fixed. He got mad, said will have my boss call you. He drove away. An hour later, I left; returned home about 2 hrs, checked phone , there were calls from Mr Rooter. I went to my room, heard large commotion on porch and lights were shining into my home, first from one window, then another. My ph kept ringing & it was Mr. Rooter. I was scared to open door. I laid on my bed and maybe an hour or so later, I hear yelling outside my house.....It is the police, my daughter & family, my son, etc......Mr. Rooter clld police on pretense worried about my safety....police & family thought I was dead. Police told me obvious they had ulterior motive for clng policeDesired Settlement: I should not be billed for the work that did not need to be done. The problem right from the start was simply that the main drain had to be snaked. Plumber specifically told me it was NOT the main drain and it turned out to be ONLY the main drain. The morning after the above happened, I went to talk to my tenants to talk to them about how to proceed (I did not yet know that the plumber had come back while I was out the night before and was able to snake the main line after all and remove the clog. He told me plumber had come back, told my tenant there had been roots in the pipe and that's why wasn't able to snake it earlier in the day.

I think the only thing I should be charged for is the 350.00 for the snake of the main drain. That is ALL that needed to be done in order to unclog the drain & once main drain snaked, everything fine. No justification for what happened! My grandkids were crying they were so scared. I want to pay the 350 as payment in full ASAP.

Business

Response:

[redacted]

[redacted]: [redacted] On Friday January 29th we were called to the address [redacted] for a slow running lavatory drain line and a gurgling sound when the toilet is flushed. Our technician went into the basement and checked the lavatory drain line and saw that it was a galvanized line and explained to the customer that it would be futile to snake the line because of it being galvanized and it would be best to replace it with PVC for the cost of $614.13 plus tax. The customer signed the authorization and agreed for the work to be done. The job then was scheduled for the next day January 30th. We arrived the next day around 12:51pm to start the work. When we removed the galvanized pipe which was thoroughly impacted with debris we also noticed that the main sewer line which the lavatory drain line connects to was also holding water. We told the customer what was going on and told her that there would be an additional charge of $350.00 to cable that line. The customer then issued a complaint at that time that she was not going to pay for the additional snaking of the main sewer line. Our technician then went outside and proceeded to snake the sewer line. He could not get it open and then he dug down and exposed a buried house trap. He opened the cap on the house trap and snaked the line and removed the clog. We then tested all of the lines to make sure everything is flowing fine which it was. We then called the customer numerous times for payment and there was not answer. We also knocked at her door with no response. Being concerned over the well fare of the customer we called the police to do a wellness check. The police arrived on site and proceed to knock on the customer’s door with no response from the customer. At that time the police then left the scene. We feel that we had corrected two issues at the home. We did not discover the second problem because the lines were flushing and the sewer line was not backing up into the home. Once opening up the 2” galvanized line did we discover the second problem. We cabled the main sewer line at no additional cost and only requesting the amount agreed upon to replace the 2” galvanized line. Tim L[redacted] Director of Operations

Review: I would like to file a complaint for A1A Plumbing, LLC DBA Mr. Rooter Plumbing. We called Mr. Rooter for our plumbing related issue for business location [redacted]. The company has advertised as free estimate on the website as well as over the telephone. The technician arrived gave us the estimate of 324.45 dollars. We signed and agreed to get the work completed for 324.45 dollars. The technician ripped apart the toilet and then turned around and stated that the job would now cost over 600 dollars. Which is way above his quotation and it is unacceptable. Plumber did not want to do job with his original price he quoted. He left everything in unsafe way. Mr. Rooter plumber never started the work. His quotation never gave him a right to bill us. The company is insisting that we still need to pay 324.45 dollars since we agreed to pay for the original price quoted for the work.

This is a fraudulent activity of this company. The technician should have first looked at the real problem prior to have us sign the payment agreement. We will not pay for the job that was never completed. We will also pursue legal actions if the company continues to threaten us to collect the payments for wrongfully charging consumers. I urge the consumer affairs and Revdex.com to look into the business practice for A1A Plumbing, LLC DBA Mr. Rotter Plumbing located at [redacted]. They might be practicing fraudulent activities for women customers or other elderly clients in [redacted] County.Desired Settlement: Dismiss the invoice.Also remove our name from collection agency.

Business

Response:

[redacted]

[redacted]: Andrew A[redacted] On December 10th 2015 we received a call from [redacted] that there was a water leak from the upstairs office bathroom down to the tenants below. We dispatched a technician to the location. He arrived and checked the fixtures and tested. We found water leaking from toilet base through ceiling into downstairs. We spoke with the owner to the upstairs office regarding what needed to be done, remove and reset toilet with new gasket and bolts. The owner agreed to the price of $303.22 plus tax for a total of $324.45. We informed the owner that once the toilet was removed the toilet flange would be inspected and if any other issues were found the technician would notify them. When the technician removed the toilet he found that the leak was caused by the toilet flange being set too low even with using two wax gaskets it still did not make the proper seal. The toilet flange needs to be raised to floor level to re-install the toilet correctly. If this was not done the toilet would continue to leak and there would be a possibility of even further damage to the downstairs ceiling. Our technician revised the quote to now include the flange repair. The price was given of $620.59 with a $25.00 coupon applied lowering the cost to $595.59 plus tax. The customer stated that she would call us back if the decision was made to move forward with the repair. We were also instructed to leave the toilet off which we did and put paper towels inside the pipe so sewer gas would not escape. The customer did not pay us for the services we rendered. We tried calling to discuss on several occasions but received nothing but threats. The customer was informed of the charges, we only want to get paid for the work that was performed. Andrew A[redacted] President

Review: MrRooter came out to repair pipes under house after freeze upWe emptied the pipes and repaired the main lineThey needed to repair the pipe that was unable for us to reach in a small areaThey sent a technician out, who is working under the companies plumbing license and he sent a common worker to access the damageHe turned on the water, did not empty the pipes and caused by pipes to freeze up again doing damage that I paid to have defrostedThey claimed to have done the repairI was charged that day, signed nothing,they swiped my credit card, never sent a billReturned and claimed to have made more repairs, charged me again, no billThey claimed repairs total, when I checked they had installed shark bites and pex linesThe problem was never fixedThey are not plumbers, they are men sent to do a plumbers jobThe total bill charged was over $1,and nothing repaired, only more damageThey should not be in the plumbing businessWhen I did ask for a bill they sent it signed by someone else claiming the work was done and satisfactoryI can only warn anyone who needs a plumber to call a reputable company, who sends licensed plumbers to do the job, not MRRooterI could go on, but it's not worth my timeI will advise anyone not to use MrRooter! I think you get the idea!!!! MrRooter robbed meUpon request I have a detailed log of their time spent on my property.Desired Settlement: Re credit my credit card!
Business
Response:
September 23, Revdex.comServing New JerseyWhitehorse-HamiltonSquare RoadBuilding A, Suite 202Hamilton, NJ RE: Case # [redacted] On March 4, we werecalled to a residence of [redacted] at [redacted]because of frozen pipes and the customer believed there was a leak in the wall.We arrived at the locationand our technician went into the opening in the crawl space and found more thaninches of water and iceThe entire crawl space needed to be pumped outbefore anyone can get make any repairsWe also found that the water meter tothe house had been disconnectedAn estimate was left for the pumpingThe homeowner wanted to pump out the crawlspace by herself and stated she would call us back to check where the leakswereWe did not charge for ourdiagnostic workThe customer called back thenext day March 5, and stated that she had the crawl space pumpedOur technician found two broken lines thathad frozen and splitHe repaired the twobreaks in a ¾" copper pipe which occurred from freezing and connected the watermeter to check for more leaksAt that time he notified the homeowner thatthere were pipes that were still frozen and our technician was not able to thawwith our equipmentThe customer saidshe would have someone go to her home with some type of heater to try and thawthe pipesWe did not charge for the time spent trying to defrost the pipe onlyfor the pipe repairs that were visibleThe charge for the two repairs was $At this time we also advised her that theselines may be broken but because they are frozen solid they were notleakingIf they weren't broken at thispoint then they could break upon thawingAfter the homeowner calledfor service again for further leaks our company on March 11, because moreleaks occurred after the homeowner thawed the pipesOur technician found 6more leaks and repaired themThe only place that the customer did not havewater was the hot side of the kitchen sink because the line was not accessibleand kinkedThe customer was present during both service calls and approved allworkWe charged a discounted rate of $for each repair plus tax for atotal of $The customer tried to disputethe charges with the credit card company but the credit card company found inour favor and the charges were justifiedSincerely, Andrew A[redacted]MrRooter of Central NJ [redacted]
Consumer
Response:
Review: [redacted]
I am rejecting this response because: Andrew A[redacted] has no clue of what his workers say, do or promise the customerThey spend more time in the truck doing things unrelated to the jobThey work under his license and most can not speak good EnglishI have sent you a packet containing what should give you information related to my complaint, via [redacted] tracking# [redacted] fay priority mailIt should be there Wednesday or ThursdayPlease read all information, it will explain what was done, not done and howAlso how [redacted] let the time required by law expire with no contact with me for monthsMrRooter did not win he just let the time limit to respond lapseThere are many complaints about MrRooterContact me if more is neededI am hoping you can fairly resolve this, my next step is small claims and there I can bring the plumber who was there when they did the job, but was to large to fit in the space to make the repair they were called for.Call # [redacted] if needed
Regards,