Mr. Rooter Plumbing of Northern Colorado

Complaint: ***
I am rejecting this response because:It is really sad to see the refusal of MrRooter to openly assume responsibility for what happened to my wife and myself after their "expert" intervention in our houseNot only because of the rejection to compensate for the big trouble they caused to us during the selling of our property, but just to reimburse for our minor request of paying just for the ***/rug replacement.In spite of the fatigue and energy-consuming implied, I plan to go on to receive justice, not only for the material damage, but also for the already mentioned and witnessed elder abuse, through the proper way.I thank Revdex.com for their professional and moral helpAt least, thanks to them, for the time being, I'm very glad to envision the reaction of people who might need a plumbing service, without risking to have their home flooded, and deciding to callMrRooter's Company.
Regards,
*** ***

Mr*** was correct that information was not forwarded by Darik V** *** to Rose C*** in accounting to issue a refund check The check was issued and mailed the day Mr*** spoke to her The check has cleared our account I apologize that the ball was dropped but hope he appreciates it being handled immediately when he called

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: Yes, Mr Rooter refunded the money to usI was quoted a price for work to be completedHowever, they did not complete what they said they completedI am satisfied with the refund but they did not own up to acknowledging that the work agreed upon was not completed.Secondly, The additional work that they suggested was not neededThey quoted an outrageous price for the city permit which I verified with the city was totally incorrectI feel they were attempting to basically rip me off by suggesting expensive work that was not needed and quoting a price for the permitAnything short of acknowledging their misleading statements and falsehoods would be very difficult for me to accept.
Regards,
*** ***

Hello,Per the request to Mr. ***, I have contacted him directly to offer a solutionMrRooter does not feel any liability but we are willing to offer a resolution.I will update the Revdex.com with the decision from Mr. ***.Thanksscott t***Operations ManagerMrRooter Plumbing

Below are that facts of this situation: 1) The customer called MrRooter to unclog drainA MrRooter technician, Luther, arrives at house and works on the drain. 2) the customer calls back 2nd timeWe sent the same tech since we assumed this was a warranty issueThe tech was
not allowed into the house to resolve the issue.3) A stop payment was placed on the checkThere was no attempt by MrRooter to cash the check under another number - this accusation is ludicrous. Several attempts were made to contact the customer regarding the stop payment We never received a replacement payment or an explanation of why the stop payment was issuedThe customer's account was sent to collections.4) Customer waited almost full year to file complaint or let us know if any issue and this was only after the collection agency finally contacted the customer As a courtesy, we requested the collection agency to make no further attempts on collection.5) The work that we performed did NOT cause the sewer back up and as we were not allowed in the residence the second time, we do not feel responsible in any way for the damage to the *** or rugs As we received no payment for any work done (stop payment issued), we are only willing to completely write off the original charge and not pursue further collection

THIS IS A
REINSTATEMENT OF A PREVIOUS COMPLAINT (# ***) BECAUSE A DETERMINED REFUND OF $SO FAR, HAS NOT BEEN PROVIDED1) It took days to repair a broken sewer main pipelineLarge plywood boards were used to pile dirt for a foot deep holeAfter days, the grass is now dead2) Workers left our main sewer line open all weekend (Thurs-Tues)Scott the Excavation Coordinator told us we had FULL service for that weekendThat we could use our dishwasher, clothes washer and bathroomsWhen workers came back the following Tuesday, the hole was 1/full of raw sewageWorkers then proceeded to pump this raw sewage into our neighborhood street guttersTHAT creates a health issue3) During the process for a new liner for the main sewer line, there was high-pressure blow-back into our 1st level bathroom toilet, basement shower stall , and laundry roomThat creates another health issue4) VERY POOR communication from Scott (Excavation Coordinator)We would end up calling him just to find out about scheduling delaysPoor call- back response timeThe same can now also be said for Shannon who probably works with billingShe left a message to call her about our accountI called back, left messages w/reception plus one on voicemailIt took days to receive a call-back from herWhich is why this complaint is being reinstatedWe now go out of our way to warn people and NOT recommend MrRooter (i.e***, ***, etc)A desired $cash refund for clean up of raw sewage in our homeThis includes overtime that I missed in order to stay home and allow workers in and out of the house (by the way, they never showed as promised)Scott never let us know they weren't going to be thereDamages for re-sodding the front yardPlus $$$ for motel nights because during the 2-day liner process, you can't use any waterUntil the determined refund is provided, I will not make the mistake again of accepting the business's responseThe Revdex.com will not be duped into verifying that the complaint has been resolved

MrRooter makes every effort to provide a positive customer experience to every customerMrRooter presented a price and *** *** *** authorized the work to be completed with his signature prior to work starting. MrRooter believes in proving permanent solutions to our
customers and did recommend a repair to the sewer tap. MrRooter has refunded the full amount to *** *** ***

MrRooter has made several efforts to resolve the complaint from Mr***We at MrRooter take every customer complaint very seriously and make every effort to fully satisfy the customerWe have made several offers that we believe to be generous considering that Mr*** waited over a year to file the complaintMr*** has been available only via email as he is out of the country. Since all of offers from MrRooter have been rejected by Mr*** we don't see this complaint being resolved.MrRooter is not willing to pay for damage to Mr***'s home since we did not cause this damage and fully believe that we were not given the opportunity to address the issue in a timely manner

In response to the frustration experienced by this customer we have determined to provide the $1000 refund requested.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

A call was made to the customer by the Operations Manager to discuss and resolve the issue.  Please see the note below for the customer.[redacted], I left you a voice mail this afternoon in an attempt to resolvethis matter. Although we do not feel that Mr. Rooter is liable for any of thedamages to your home, we are interested in resolving this issue.  Please call the number left on your voice mail to speak with ourOperations Manager. Thank you, Mr. Rooter Plumbing

Customer service is the foremost value at Mr. Rooter of Northern Colorado.  We strive to provide the best customer care, while delivering quality services and products to our customers.  Mr. [redacted] is no exception to this value statement.During the course of repair of Mr. [redacted] sewer line,...

we have extended to Mr. [redacted] a discount of approximately $1,000 off the services which were originally contracted.  At this writing, Mr. [redacted] has agreed to settle this complaint with payment of an additional $250 to him.  This will be processed and paid to him within the next 7 business days.  I believe this has resolved this matter in full.Darik V[redacted]Mr. Rooter of Northern Colorado

Revdex.com:  Mr. Rooter did come out to my Mother's house and replace the toilet. They also gave her warranty information and stated if the ground settles they will return this year with additional soil.  However, they never did show proof that the extensive work was necessary in the first place. I don't believe it was. Mrs. [redacted] is satisfied with the work at this point.
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Mr. Rooter was called by the customer on January 08, 2016 and was authorized by the customer to resolve the sewer line back up into the house. Mr. Rooter has been in direct communication with [redacted] (the grandson of [redacted]). Please see the full account of the email exchanges...

below. Mr. Rooter disagrees with the inspection of aforementioned plumbing company. The line appeared in better condition due to the hydroscrubing process as performed by Mr. Rooter. All work was performed according to code. Mr.Rooter has responded to ALL requests by the customer and have made every effort to resolve all differences with the customer. Documentation of communication with the customer:[redacted],Sorry for the delay. I’m hoping to have everything resolved this weekend.1)      I have a technician scheduled come out and reset the toilet and clean up.  Dispatch will be contacting Ms. [redacted] directly to set up this appointment. 2)      The compaction of the soil is adequate and installed to code. There may be some settling of the soil in the yard (which is normal). If you need us to bring additional soil in the spring, please let me know. 3)      I’m sending over the technicians notes to you today. 4)      I will have a warranty in the mail today. I also want to touch on your Revdex.com complaint of $4000. We have not cashed this check. Because all  work was stopped we agreed not to cash the check and to stop work in progress. As stated to you in writing in my initial email, we do not intend to cash the check.  Please also note in the invoice that all totals are exactly as we discussed.scottFrom: [redacted] [mailto:[redacted]] Sent: Tuesday, January 19, 2016 6:49 PM To: Scott T[redacted] <sT[redacted]@MrRooterSolutions.com> Cc: Kathleen R[redacted] <kR[redacted]@MrRooterSolutions.com> Subject: Mr. Rooter invoice [redacted]Hi, Scott.  I am just following up to see how you would like to handle everything that I described below in my email from 1/15.  Considering [redacted] has been without service now for couple of weeks now, it would be good for her sake if we could come to an understanding sooner than later, please.  Would you let me know how you intend to address the items below?Thank you,[redacted]From: [redacted] [mailto:[redacted]] Sent: Friday, January 15, 2016 3:34 PM To: sT[redacted]@MrRooterSolutions.com Cc: kR[redacted]@MrRooterSolutions.com Subject: Mr. Rooter invoice [redacted]Hi, Scott.  I hope you are having a good week.  Please pardon my delay – I had some unexpected events occur that I had to deal with this week that got me behind.  I appreciate your help to settle for the work for [redacted] that has been completed thus far.  Would you please help me understand a few things?1)      The repair was left in-process with the toilet sitting on the bathroom floor, dirt/sod torn up, concrete garden curb missing, etc.  Do you plan to complete the work?  If so, when are you thinking?  What do you typically leave behind in terms of paperwork and videos once you are complete?2)      I could not tell whether or not the compaction of the soil was adequate to support the new pipe and existing pipe in the relative area.  Is this complete or still yet to complete?3)      It would be helpful if you could provide the record of the initial inspection that illustrated the need to replace the line in the first place versus a clean-out with removal of debris.  Could you please provide?4)      Finally, it would be helpful if you could send over your warranty information and any relevant documentation as I mentioned above for [redacted]’s homeowner records.  At that point we should have everything we need to settle the account fair and square.Thank you,[redacted]From: Scott T[redacted] [mailto:sT[redacted]@MrRooterSolutions.com] Sent: Wednesday, January 13, 2016 10:08 AM To: [redacted] Cc: Kathleen R[redacted] <kR[redacted]@MrRooterSolutions.com>; Scott T[redacted] <sT[redacted]@MrRooterSolutions.com> Subject: Re: Mr. Rooter invoice [redacted],We have not yet deposited the check for excavation of $3604.82. With the remaining work cancelled, there is a balance of $61.39 if I don’t deposit the check.  I’d like to find a way to settle the $61.39 and then return the check to your grandmother if this is agreeable to you.Let me know how you would like to proceed.ThanksScott[redacted]

Complaint: [redacted]
I am rejecting this response because: Although I did accept Mr. V[redacted]'s offer of a $250 settlement, Mr. Rooter did not actually give me the $250.  Mr. V[redacted] assured me I would have a check by July 7;  I had not received a check as of July 9.  Per a conversation with Mr Rooter accountant Rose July 9, apparently Mr. V[redacted]'s employment with Mr. Rooter unexpectedly ended July 2, and he left no instructions for actual payment of the $250.  Rose assured me she would put a check in the mail to me today, July 9.  When I receive the $250 I will accept the response. 
Regards,
[redacted]

The service provided came with a 30 day warranty. We would have most likely fixed the small dripping at no cost if contacted by the customer even though it was almost 4 months later because if it was dripping it would indicate a workmanship issue. We were not given that opportunity. The customer...

attempted to work on the parts in question as evidenced in their statements and documentation. During their efforts they broke the fitting installed by Mr. [redacted]. Unfortunately we cannot accept responsibility for items the customer clearly broke.

Mr. Rooter has worked with the customer to fully resolve this issue. Laminate flooring has been replaced.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]The reasons of rejection are reported in the attachment, which I'm also copying here:   In responseto Mr. Rooter’s message:A)    Under 2) Mr. Rooter says : “The tech was notallowed into the house to resolve the issue”This is absolutely NOT true : He (Mr.Luther) did come intothe house and could check and see the consequences of the flooding. Mr.[redacted], who was witness there, can be contacted to testifyabout this and the intimidating tone of Mr. Luther trying to convince us to letHIM solve the problem.Another witness for the damages was the Realtor Ms. [redacted], Director of [redacted], who was there the day of the “discovery”and personally wanted to make a complaint phone call to Mr.Rooter’s secretary.B)   AboutMr.R’s 3) : After the stop payment a $ 414.04 check was cashed under # [redacted],instead of  # [redacted]. Only recently wecould realize that [redacted] was the invoice’s, not the check’s #.C)   AboutMr.R’s 4) : It took us 11 months to file complaint because we had to  go back to [redacted], planning to come back homeby mid Nov. While there, totally unexpected events, including an accidentoccurred to my wife (still under medical controls as it can be proven, ifrequested) kept us in [redacted] till June.  Idon’t think that could diminish the weight of Mr.R’s responsibility.D)  About5): Mr.Rooter says their work did NOT cause the sewer back up. The sewer backup was caused by their WRONG diagnosis: the clog was in a secondary, not in themain line! Plus the final control was definitively  inadequate. In conclusion we reject  Mr. Rooter’s response as a lift of responsibility.Which, indeed, is clearly showing by both: Mr. L’s offer to fix the problem forfree, AND Mr. R.’s “courtesy to make no further attempts on collection”. Westill claim our  reimbursement of $2,766.59. However, for the sake of closing a very unpleasant experience, wewould waive the “symbolic” $ 415.04 sum and restric our request to $ 2,351.5

Complaint: [redacted]
I am rejecting this response because:The reasons of my rejection are reported in the attachment. In any case I'll report them here too:I couldn’t
respond to Mr. Rooter phone call because I was in [redacted]. I’m still in Rome and
I can’t predict when I’ll be back in [redacted]. In any case I don’t want to
discuss this matter over the phone, weather in the States or from abroad.
Proverb says :” Verba volant, scripta manent”. And nowadays with e-mail, people
can  communicate all over the world wherever
they are. My e-mail address is [redacted].Thank you.
Regards,
[redacted]