Mr. Rooter Plumbing of Minnesota

Initial Business Response / [redacted] (1000, 5, 2016/02/05) */ We were contacted by the customer on Tuesday regarding a job one of our former technicians performed on 9/20/This call and all calls to our company are recorded for customer service evaluation The customer in this instance was extremely upset and hostile to the member of our staff who answered the callShe directed the call to me because he was getting more angryThe call came to me and I answered with a friendly "what can I do for you today"The customer launched into a tirade about how our former plumber installed a part in his home that was a code violationI attempted to speak with him and ask some questions about who purchased the parts to be installedIf they were purchased by the customer as kitchen faucet, and disposal where supplied by himIt was naturally assumed he also purchased the parts that he claims are out of complianceThe question to the customer was followed by threats of legal action, reporting to the State to have our license revoked and a complaint with the Revdex.comIt was next to impossible to communicate with him as his aggressive threats were difficult to overcomeI stated that he might not act this way if the shoe was on the other footI calmly asked if he would like to be treated the way he was treating me and my staffIf he would have calmed down and given me a moment to speak rationally, I would have been happy to dispatch one of Master Tech's to come over and take care of the problemInstead he continued to speak in an aggressive tone and make threats to me and my companyI was wrapping up the conversation as we were not getting anywhere, when I asked for his name and phone number as I did not have an invoice in front of meHis response was that I was "worthless" and hung up on meAgain this call was recorded and will confirm that everything I have stated above is true On the morning of February 5, I attempted to reach out to the customer again in hopes of a resolutionAgain this call was recordedThe wife of the person I spoke to the other day answered the phoneI identified myself and before I could say another thing she began to "give it to me" about the issue we were attempting to resolveShe told me that they had another company come in and replace the valves our tech installed on 9-23-She also stated that since I refused to do anything to resolve the problem they moved in an attempt to "destroy" our reputationShe states that she was sitting with he spouse during our call and said I was unwilling to help and accusing them of having purchased the partShe also stated that I hung up on her spouseThis is not true and the recording will confirm This was a $installation that we would have been happy to refund and bring into compliance free of charge, but I was NEVER given the chanceShe also implied that they will be suing us and doing everything they can to ruin our company This customer complaint is an extremely rare instance for our companyAs the recipient of both local and nation awards for excellence, community service, and great customer service, we are very shocked at the attempt by this less that $installationWe strive to earn and maintain excellent relationships with the folks that we serveThis complaint is a obvious outlier that is the epitome of making a mountain out of a mole hill Again, as is our standard practice, we would be happy to refund the $151.94, but as of now that has fallen on deaf and unkind earsWe are still willing to take the high road and move towards these folks and wish them only the best in their up coming sale of their home Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) We would be happy to have Mr Rooter refund the $This is the first that they have offered to refundThey may make arrangements to provide us the refund to usAs we stated we originally asked for them to correct there problem and they instead were indignant with us insisting that we had supplied the non compliant saddle valveWe had another plumber correct the value and when he went to fix it the saddle valve fell off in his hands, thereby confirming what the inspector indicated would be a risk of failingWe would be happy to put this issue behind us as long as Mr Rooter refunds the $ Final Business Response / [redacted] (4000, 9, 2016/02/09) */ We will issue the the refund this week and sent it certified mail to the consumer Thank You! Final Consumer Response / [redacted] (3000, 11, 2016/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This will be satisfactoryWe need them to send the check to our current addressPlease have Mr Rooter call us to get this address in Minnetrista Thank you [redacted]

MrRooter Plumbing of Minnesota response to # [redacted] On 8/26/Client signed comprehensive remodeling proposal (attached) for MrRooter to remodel basement bathroom plus various other quotes Those accepted were $for basement bath, camera sewer line $100, and $for breand finish concrete work in basement plus the permit fee, which was, at that time unknownIn the process of processing the down payment (50% / $4700), Customer discovered that his Wells Fargo home improvement credit card only worked with specific vendors and MrRooter was not one of them After a week of exploring other payment options, MrRooter agreed to accept $1200, which was what they could come up with, to start the project and do $worth of work on 9/12/ In all remodeling work, it can mostly be done in stages and this initial stage was obviously needed to eventually complete the project See attached agreement, signed by client, agreeing to pre-authorization of $worth of work and also client’s signature at end of work accepting work done at the agreed upon price of $ Our internal job system logs Technicians in and out of jobs (attached) and logs the Technician in at that address for hours and minutes, disputing the client’s claim that only minutes of work was performedCustomer has since told us that he lost his overall funding for the project and will not be completing the project with any contractor After talking with the customer at the end of September and listening to his argument that he was due a partial refund, I explained all this to him and offered to not collect on the permit, which was $ I think this was a fair resolution I also offered to work with the client on further staging his project; that as funding became available that we would complete the job as his funding allowed In the end we have signatures at every point in the process with the matching amounts of dollars approved and dollars charged and have made every effort to explain this to the client and offered a commensurate credit of $even though that amount is included on the original proposal as the responsibility of the client Sincerely, Mike [redacted]

After reading the client’s response, we are willing to make one final offer based on the fact that most of his claims are based on conversations (‘he said, she said’) and our claims are based on signed agreements Although we have written authorization for $worth of work and written acceptance of that work after completion, we will offer this customer a $refund minus the permit cost (-$136.00) for a total refund of $364.00, which we will issue a refund to the charged credit card the day this offer is accepted as a final settlement Please contact our office to have card refunded ###-###-####There will be no other offers

I am rejecting this response because:I am rejecting this response because: Mr rooter did half the job, therefore only deserves half of his fee. Half of $is$609.45, return this amount to me. Note: Mr Rooter of Indianapolis charges $not $for cleaning out sewer lines!

June 7, Revdex.com Complaint: *** Customer Property Address: *** *** ***, EDINA MN On May 18, our Plumbing Technician responded to a call for a “Backing up in basement” at the above addressPrior to beginning any work, Mrs***
gave written authorization for $1,218.95, due upon receipt, to attempt to hydro jet Mrs***’s main linePlease see attached invoice.Prior to beginning any work, Mrs*** gave written authorization acknowledging the following:“I agree that initial price quoted prior to the start of work does not include any additional or unforeseen tasks, nor materials which may be found to be necessary to complete repairs or replacements.” See attached invoice with Mrs***’s signatureOur Plumbing Technician spent over hours attempting to hydro jet the main line from the stack clean out, per the written agreement with Mrs***Our Plumbing Technician found a massive amount of tree rootsWhen he came to a spot at approximately 70' out, the tree root build up was so bad that he was not able to get thru this spotThe hydro-jetter he was using emits pounds of pressure per square inchAt that point, dirt, sand, and mud began coming out of the lineThis is indicative of a collapsed line or a break in the pipeFurther, the pipe is an Orangeburg pipe made of wood pulp and tar pitch, and is prone to collapseOur Plumbing Technician then ran a camera thru the line to further inspect the situationThe camera showed a black plug in the line; this was shown to the customer at the time and we have a recording of the lineAgain, a black plug in the line is indicative of a collapseAt that time, our Plumbing Technician determined the next step was to speak to city to find out if the Orangeburg needs to be replacedAfter speaking to the city, the technician would then give Mrs*** a bid to replace the lineThe mainline is 16' below ground.Upon concluding the agreed upon work, Mrs*** signed an acknowledgement that states very clearly that the work performed was in complete accordance with the written agreementAt this time, Ms*** tendered payment for the services rendered in form of her Discover cardAgain, Ms*** signed her name agreeing to pay $1,In reviewing the Revdex.com dispute, it appears that Mrs*** is requesting that MrRooter reduce the amount of the jobShe is also claiming that she paid another company less than $to clear out the rest of the tree rootsWe do not agree that any refund is owned to Mrs***; the work performed was in accordance with our written contract and we fulfilled the promised performanceHowever, in an effort to resolve this matter amicably, MrRooter Plumbing is willing to refund the amount that Mrs*** paid another company for cabling the lineWe request a copy of the receipt for this work from Mrs*** before any refund will be issued Sincerely, Kelly *** Kelly *** Customer Service Manager MrRooter Plumbing of the Twin Cities ###-###-#### [email protected]

Mr Rooter Plumbing of Minnesota June 22, Response to Rejection of Response to Complaint Complaint #*** Customer Property Address: *** *** ***, EDINA MN Mrs*** is asserting that MrRooter of Indianapolis charges $to clean out sewer linesWhile we have no knowledge of the truth or falsehood of this assertion; however, this would be the price to CABLE a main lineThe service provided Mrs*** was a Hydro Jetting As previously indicated, MrRooter Plumbing is willing to reimburse Mrs*** for the amount she claims to have paid another plumber to clear her main lineWe have requested a copy of this invoice several times, but Mrs*** has still not provided this invoice Mrs*** has now indicated she believes she should be refunded half of the amount she paid Mr Rooter to Hydro Jet her main lineWhile we continue to assert that Mr Rooter Plumbing completed the contracted performance, in an effort to resolve this matter, we are willing to refund Mrs*** $609.45, the amount she is now demanding MrRooter Plumbing is willing to issue this refund as soon as Mrs*** provides a copy of the invoice she claims to have paid another plumber to clear her main line Sincerely, Kelly *** Customer Service Manager MrRooter Plumbing of the Twin Cities ###-###-#### [email protected]

I am rejecting this response because:
I will accept this offer, but only once I get the permit, or a copy of the permit I am paying for.

Mr. Rooter Plumbing of Minnesota response to #[redacted] On 8/26/16 Client signed comprehensive remodeling proposal (attached) for Mr. Rooter to remodel basement bathroom plus various other quotes.  Those accepted were $6800 for basement bath, camera sewer line $100, and $2500 for break-up and...

finish concrete work in basement plus the permit fee, which was, at that time unknown. In the process of processing the down payment (50% / $4700), Customer discovered that his Wells Fargo home improvement credit card only worked with specific vendors and Mr. Rooter was not one of them.  After a week of exploring other payment options, Mr. Rooter agreed to accept $1200, which was what they could come up with, to start the project and do $1200 worth of work on 9/12/16.  In all remodeling work, it can mostly be done in stages and this initial stage was obviously needed to eventually complete the project.  See attached agreement, signed by client, agreeing to pre-authorization of $1200 worth of work and also client’s signature at end of work accepting work done at the agreed upon price of $1200.  Our internal job system logs Technicians in and out of jobs (attached) and logs the Technician in at that address for 6 hours and 37 minutes, disputing the client’s claim that only 30 minutes of work was performed. Customer has since told us that he lost his overall funding for the project and will not be completing the project with any contractor.  After talking with the customer at the end of September and listening to his argument that he was due a partial refund, I explained all this to him and offered to not collect on the permit, which was $136.00.  I think this was a fair resolution.  I also offered to work with the client on further staging his project; that as funding became available that we would complete the job as his funding allowed.  In the end we have signatures at every point in the process with the matching amounts of dollars approved and dollars charged and have made every effort to explain this to the client and offered a commensurate credit of $136 even though that amount is included on the original proposal as the responsibility of the client.   Sincerely, Mike [redacted]

Initial Business Response /* (1000, 6, 2015/06/19) */
Ms. [redacted],
I personally spoke with you via telephone on Saturday June 13th at which time you reported to me that we were out and augered your toilet but the toilet began to back up again shortly thereafter... You told me that you had...

another plumbing company come out and they found a brush stuck in the S trap of your toilet. During our discussion you never mentioned any damage to walls/paint/etc. I offered to refund you the amount you paid for the toilet auger ($165.00)... That offer still stands but in regards to this leak and damager you are reporting days later I am not willing to reimburse or pay for those services.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I acknowledge that we spoke on Saturday. However, there was no agreement made at that time. I was told you were working from home and I would receive a call the following Monday which never happened. In any event, I cannot accept this offer because according to my receipt, cable bathroom tub was $165 and Auger the toilet was $249. I will accept an offer for the return of the $249 that was for the auger per my receipt. If you would like a copy of this receipt, I am willing to provide that.
Final Business Response /* (4000, 10, 2015/07/02) */
Ms. [redacted], you are correct the toilet auger was listed at $249 (not the $165 in my original response. We will issue you a refund for $249.00. Once you have accepted this offer please contact our office at [redacted] with the credit card number used to pay for the original service... Visa ending in [redacted] and we will issue a refund to your credit card.
Final Consumer Response /* (2000, 12, 2015/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

After reading the client’s response, we are willing to make one final offer based on the fact that most of his claims are based on conversations (‘he said, she said’) and our claims are based on signed agreements.  Although we have written authorization for $1200 worth of work and written acceptance of that work after completion, we will offer this customer a $500 refund minus the permit cost (-$136.00) for a total refund of $364.00, which we will issue a refund to the charged credit card the day this offer is accepted as a final settlement.  Please contact our office to have card refunded ###-###-####. There will be no other offers.

Initial Business Response /* (1000, 5, 2016/02/05) */
We were contacted by the customer on Tuesday regarding a job one of our former technicians performed on 9/20/2013. This call and all calls to our company are recorded for customer service evaluation.
The customer in this instance was...

extremely upset and hostile to the member of our staff who answered the call. She directed the call to me because he was getting more angry. The call came to me and I answered with a friendly "what can I do for you today". The customer launched into a tirade about how our former plumber installed a part in his home that was a code violation. I attempted to speak with him and ask some questions about who purchased the parts to be installed. If they were purchased by the customer as kitchen faucet, and disposal where supplied by him. It was naturally assumed he also purchased the parts that he claims are out of compliance. The question to the customer was followed by threats of legal action, reporting to the State to have our license revoked and a complaint with the Revdex.com. It was next to impossible to communicate with him as his aggressive threats were difficult to overcome. I stated that he might not act this way if the shoe was on the other foot. I calmly asked if he would like to be treated the way he was treating me and my staff. If he would have calmed down and given me a moment to speak rationally, I would have been happy to dispatch one of Master Tech's to come over and take care of the problem. Instead he continued to speak in an aggressive tone and make threats to me and my company. I was wrapping up the conversation as we were not getting anywhere, when I asked for his name and phone number as I did not have an invoice in front of me. His response was that I was "worthless" and hung up on me. Again this call was recorded and will confirm that everything I have stated above is true.
On the morning of February 5, 2016 I attempted to reach out to the customer again in hopes of a resolution. Again this call was recorded. The wife of the person I spoke to the other day answered the phone. I identified myself and before I could say another thing she began to "give it to me" about the issue we were attempting to resolve. She told me that they had another company come in and replace the valves our tech installed on 9-23-2013. She also stated that since I refused to do anything to resolve the problem they moved in an attempt to "destroy" our reputation. She states that she was sitting with he spouse during our call and said I was unwilling to help and accusing them of having purchased the part. She also stated that I hung up on her spouse. This is not true and the recording will confirm.
This was a $151.94 installation that we would have been happy to refund and bring into compliance free of charge, but I was NEVER given the chance. She also implied that they will be suing us and doing everything they can to ruin our company.
This customer complaint is an extremely rare instance for our company. As the recipient of both local and nation awards for excellence, community service, and great customer service, we are very shocked at the attempt by this less that $200 installation. We strive to earn and maintain excellent relationships with the folks that we serve. This complaint is a obvious outlier that is the epitome of making a mountain out of a mole hill.
Again, as is our standard practice, we would be happy to refund the $151.94, but as of now that has fallen on deaf and unkind ears. We are still willing to take the high road and move towards these folks and wish them only the best in their up coming sale of their home.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We would be happy to have Mr Rooter refund the $151.94. This is the first that they have offered to refund. They may make arrangements to provide us the refund to us. As we stated we originally asked for them to correct there problem and they instead were indignant with us insisting that we had supplied the non compliant saddle valve. We had another plumber correct the value and when he went to fix it the saddle valve fell off in his hands, thereby confirming what the inspector indicated would be a risk of failing. We would be happy to put this issue behind us as long as Mr Rooter refunds the $151.94.
Final Business Response /* (4000, 9, 2016/02/09) */
We will issue the the refund this week and sent it certified mail to the consumer.
Thank You!
Final Consumer Response /* (3000, 11, 2016/02/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This will be satisfactory. We need them to send the check to our current address. Please have Mr Rooter call us to get this address in Minnetrista.
Thank you.
[redacted]