Mr. Rooter Plumbing of Phoenix

I am truly sorry the customer was not happy with the price of our serviceThe customer’s original area of concern was with a bathtub drain that was not properly adjustedOur plumber promptly adjusted the drain assembly and tested it to show the customer had no further issueWe
performed this service for free as a customer service
We then offered a drastically reduced price on a main sewer Hydro Scrub service since we were thereWe did indeed clean their drain with the best possible piece of equipment in the industryWe had a Supervisor come to the job and run the sewer camera up and down the main sewer line and discovered all was well
On top of keeping our word on the camera, adjusting the bath tub drain at no charge and running the Hydro Flush service for a discounted rate, our plumber drove to shop to get a mini-camera to inspect inside the waste and overflow assembly because we were concerned about the noise coming from the tub when we flushed the toiletWhen we began this inspection service we discovered that the tub overflow would not allow passage of even a mini cameraWe offered to access the trap thru the wall behind the toilet to inspect the situation if they wanted but they declined the offerSo we settled the bill with signatures both before and after the service
We then had the customer call on the afternoon of the 4th of July and complain of an odorOur on-call service tech called the customer to communicateBetween them they discovered a hidden floor drain in the laundry that was dry from the jettingThe customer ran water in the drain and problem was solvedFor this situation we are truly sorry we missed that drain and appreciate the customers help with running water into the drain
However in my opinion we still went above and beyond what was written on the invoice because we are a plumbing company that cares about the customers we serve
For the record no supervisors were contacted by the customer over the holiday weekendThe complaint was filed on Sunday the 6thWe received the complaint on 7th of July
Regretfully not a single manager had a chance to field a reply to the customerWe are very proud of our record and would have made every effort to rectify the situation in a way that would not only make the customer happy but in our experience make a repeat customer in the process
In this situation we called and talked on the 8th and made numerous phone calls and emails in an attempt to set up a meetingWe were finally able to meet with them on the 18th and made the necessary agreements and adjustments necessary to make them completely satisfied with the outcome

Our plumber heard your challenge on the supply line being undersized. The old valve was a 1/2" X 3/8" reducing 90 valve with 3/8" fittings and supply line to appliance according the picture taken by the plumber as we do on all jobs. Our plumber sat down with you and came to an agreed upon price. The...

agreement signed by you called for installation of a new ½” gas valve. The installation of a new appliance requires the installation of a new supply line. This is mandated by the manufacturer itself. Please read label on new supply line. Also, ANSI Z21.24/CSA 6.10 states; For the purpose of this Standard, an unused connector, including end fittings, is considered to be a connector that has not been installed.  Plumber proceeded to shut of the gas supply to the house. Plumber removed the gas valve, fitting adapter and gas flex supply as agreed and necessary. Plumber replaced the new 1/2" gas valve as agreed. Plumber included at no additional charge a new 1/2" 90 degree elbow to overcome the obstacle of the reducing of the 90 degree bend and valve. Plumber installed the new 1/2" gas flex supply. Plumber re-lit the water heater. Plumber re-lit the furnace. I have just hung up the phone with Mrs. R[redacted] We still believe Mr. Rooter definitely upgraded the situation by installing the proper black iron elbow and gas valve that will accommodate the proper gas supply line. I believe the misinformation from the installer set up the entire situation. Not having a properly sized line will cause situations that can be quite serious. We don’t like to use scare tactics at all but we must take gas seriously. Our stewardship of our customer’s safety is the proper and called for action for us to take. As part of being a part of the community and as a courtesy to Mr. and Mrs. R** we are willing to refund the difference of our diagnostic charge and the actual charge, we do apologize for any miscommunication. Mrs. R** agreed to the action after the call today.