Mr Rooter Plumbing of Portland & Vancouver

The original quote was to replace the existing concrete laundry tub with a new plastic tub and faucet only When the customer decided to have the work done, the Journeyman Plumber asked the customer if he wanted the laundry tub in it's same spot, which was feet away from the wall, or if he wanted it moved to sit against the wall The customer requested it be moved to sit against the wall which changed the cost of the job because some piping needed to be replaced to do so The customer was given this cost and authorized the work On 5/16, our Operations Manager, spoke with the customer and explained the change in cost from the original quote The customer was happy with the work and understands the difference in the cost of the job He let our Operations Manager know that he had filed a complaint with the Revdex.com but would let them know it had been settled

We apologize for the inconvenienceWe are unable to offer refunds at this timeIn our terms and conditions, in multiple sections including [redacted] and Unlimited Service ("Unlimited") it mentions: "All airtime cards purchased are non-refundable and non-transferable."

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ [redacted] ***, First and foremost, we would like to apologize for the inconvenience you have encounteredOur records indicate a replacement [redacted] was shipped to you on July 30th and was delivered on August 1stWe have also made multiple attempts to reach you at the number provided, XXX XXX-XXXX, without success Supervisor [redacted] has also contact you via emailWe will attempt to reach you again on Monday Should you need immediate assistance, please contact customer service at XXX-XXX-XXXX at a time that's most convenient for youCustomer service hours are Monday through Friday 9:AM-9:PM (Central Time) and Sundays 10:AM-5:PM Best Regards, [redacted] Customer Service Manager Ptel Mobile XXX-XXX-XXXX Ext [redacted] @ptel.com

** ***We sincerely apologize for the inconvenience you have
encountered with our serviceDue our service being prepaid we ask customers to
verify the SIM card number on the account to ensure changes will be processed
on the right accountFor this reason you were asked to verify that
information
prior to issuing a temporary password for your online account.Our records indicate multiple passwords have been issued to
you in efforts to help you gain access to your online accountMost recent
password was issued today via *** ticket *** along with your account
usagePlease be advised Temporary passwords are automatically generated by our
system and are case sensitive and must be entered exactly as providedFor
security reasons, your new password cannot be the same as your last password.When creating your new password please follow the following
guidelines.It MUST have at least of the following: A Number A Lower Case Letter An Upper Case Letter A Special Character AND Cannot contain the words *** *** *** *** *** Cannot contain your first name, last name, email or CTN Cannot be the same as your last password MUST be between and charactersFor immediate assistance, customer service may be reached at *** or chat online during business hours Monday through Saturday 9:AM-9:00PM (CST) and Sundays 10:AM-5:PM (CST).I'm available if further if further information or clarification is needed.Best Regards,*** ***Customer
Service Manager*** *** ***

Right now this morning my service is offI am missing calls and textsCustomer service doesn't open until am and I work 9-todayThis is a big problem and I feel this company is doing this on purpose to make me get the unlimited plan but I would rather switch providers if this keeps up

*** ***
We apologize for the inconvenience you have encountered with our serviceWe are currently experiencing delayed usage, which affected your account causing service interruptionsWe are working with our *** Network on getting this issue resolved
As agreed, to avoid service interruptions, your service has been switched back to $Unlimited Plan with a free month of service as well as the initial tof $We will continue to communicate with you and switch you back to *** *** plan once this issue has been resolved or after free month of service has expired
I am available for any additional questions or concernsPlease feel free to contact me
*** ***
*** *** ***
*** *** *** ***
*** ***

The original quote was to replace the existing concrete laundry tub with a new plastic tub and faucet only.  When the customer decided to have the work done, the Journeyman Plumber asked the customer if he wanted the laundry tub in it's same spot, which was 3 feet away from the wall, or if...

he wanted it moved to sit against the wall.  The customer requested it be moved to sit against the wall which changed the cost of the job because some piping needed to be replaced to do so.  The customer was given this cost and authorized the work.  On 5/16, our Operations Manager, spoke with the customer and explained the change in cost from the original quote.  The customer was happy with the work and understands the difference in the cost of the job.  He let our Operations Manager know that he had filed a complaint with the Revdex.com but would let them know it had been settled.

Initial Business Response /* (1000, 5, 2015/08/07) */
[redacted],
First and foremost, we would like to apologize for the inconvenience you have encountered. Our records indicate a replacement [redacted] was shipped to you on July 30th and was delivered on August 1st. We have also...

made multiple attempts to reach you at the number provided, XXX XXX-XXXX, without success.
Supervisor [redacted] has also contact you via email. We will attempt to reach you again on Monday.
Should you need immediate assistance, please contact customer service at XXX-XXX-XXXX at a time that's most convenient for you. Customer service hours are Monday through Friday 9:00 AM-9:00 PM (Central Time) and Sundays 10:00 AM-5:00 PM.
Best Regards,
[redacted]
Customer Service Manager
Ptel Mobile
XXX-XXX-XXXX Ext [redacted]@ptel.com

We apologize for the inconvenience. We are unable to offer refunds at this time. In our terms and conditions in the Real Paygo section, it mentions: "All airtime cards purchased are non-refundable and non-transferable."

We apologize for the inconvenience. We are unable to offer refunds at this time. In our terms and conditions, in multiple sections including [redacted] and Unlimited Service ("Unlimited")  it mentions: "All airtime cards purchased are non-refundable and non-transferable."

Thank you for the opportunity to respond to this concern.  As a locally owned and operated company, customer loyalty and referrals are the foundation of our business.  We hope the following will help provide further clarification to the service request made by Mr. [redacted].
On 11/1/15, we...

dispatched our technician, Jerry, to Mr. [redacted] rental home property.  During the diagnosis process Jerry found that the rain drains were clogged and causing water to back up into the floor drain in the garage.  Jerry gave Mr. [redacted] the cost to clear and clean the rain drain lines.  Jerry dug out the mud covering the area rain drain at the bottom of the driveway and used a cable and hydro water jet process to clear the drains.  He wrote on the invoice “explained how to keep drain open before big rains.”  He also wrote “0” in the warranty section.  See invoice attached.  We do not warranty area rain drains due to mud, leaves and debris from outdoor surroundings being a contributing factor to these clogs.
On 12/7, Mr. [redacted] tenant, [redacted], called in requesting service because her garage was flooding.  This was during the record rainfall we were having in and around the Portland area.  We contacted Mr. [redacted] and let him know we had a service call request for his rental property at which time we discussed form of payment.  (Standard procedure and part of our call taking process.)  Mr. [redacted] said he had a warranty for the work completed on the previous service call.  We informed him that no warranty was left and this would be a chargeable call.  He did not want to accept this.  We read the invoice and restated there was no warranty.  Later that same day we called to let Mr. [redacted] know we were delayed and did not have a technician available yet.  He was very upset stating again, he had a warranty that we were not honoring.  He ended the conversation stating that he would not use us anymore and was making a report to the Revdex.com.  We cancelled the service call.
We hope this additional information is helpful.
Best Regards,
Amy J[redacted]
Customer Loyalty Manager

Complaint: 11107785
I am rejecting this response because: PTEL only...

gave it's customers/subscribers less than 2 weeks notice that they were suspending operations and I had a balance of over $72 credit that I had purchased a few months earlier.  I think this is unacceptable and the person I talked to over the phone said they were only giving refunds to "certain" customers (did not distinguish who certain customers were) but that he would put in a request for a refund for me.  I have not received any notification of the request or a refund from PTEL.  They have been nearly impossible to contact.
Sincerely,
Larry [redacted]

This is my 4th or 5th time using Mr. Rooter of Portland. Each time I received a very high level of service, quality, and value. However I was remiss in submitting reviews. Friday afternoon at 1:30pm I called to request service to fix a water leak that had appeared on the wall side of the kitchen hot water cutoff valve. At 2:40pm I was notified that Brian was on his way. He arrived at 3:20. By 4:15 everything was fixed, cleaned up, and ship-shape.
Brian provided an estimate to replace the offending cutoff valve, which I approved. He got right to work, and in the course of conversation we decided it was best to replace both 1970's era valves to avoid problems later. He did the work and honored his original estimate, basically charging me for one valve replacement instead of two.
This is consistent with Mr. Rooter's other visits to my home. React fast, send a great person who happens to be an excellent plumber, quote a reasonable price, deliver more parts and service than expected, charge me the original quoted price. Over the last few years I've hired Mr. Rooter plumbers 4 or 5 times. Brian, Chris, and one other guy (sorry I forgot his name) all had the same helpful, professional, friendly attitude. All three got along well with my spazzy black lab. All three clearly explained the problems, possible solutions, and then delivered more service than expected.
I will continue to hire Mr. Rooter for all my plumbing service needs.

I called this company out to my home to unclog a drain. They advertise upfront flat rate pricing, they did not give me upfront flat rate pricing. They claim to have a warranty on all work, they refuse to honor that warranty when their work failed 40 days later. When I called to get something done, I was told that if they sent someone out, they would be charging me again. Their employee told me that their excavation team would come out and give me an estimate for a permanent fix, but I never got a call from them. They now want me to pay for that estimate if the team comes out.