Letter sent following service: It was our pleasure to have your crew at our home for a repair to our house sewer lineWe were so pleased with the way this matter was handled, first by Jerromy S [redacted] and then by Paul E [redacted] and Zach (did not get his family name)Jerromy made a trip here to Houghton, as some distance from your location, to estimate the job and educate me as to how it would be done and what technology would be usedYou are very fortunate to have a man of this caliber in your employHe is obviously very experienced at your work and most sensitive to customer relations for your customersHe is an excellent representative for your companyPaul and Zach were here on two days to do the job, running into a technical problem on the first day, but solving it expertly on the second and completing the job that dayJerromy again came to assure himself that the work was progressingIn addition to the skill and knowledge shown by Paul and Zach, they are both very fine representatives of your company and nice to have around our homeThe attention to detail shown by these two men speaks well of the quality of work your company offersNothing of importance went unattended and every detail was checked and re-checked to assure high qualityA final impression was the way our place was left as they departedMy grandfather, an old time contractor, used to say, “A good carpenter cleans up his mess.” Paul and Zach lived up to grandpa’s standardsEverything was cleaned up and in order when they departedIf the long-term results are as good as the initial estimate and the impression left by your people, then the sewer line problems of the past are gone foreverWith appreciation for the quality work and high praise for your staff
RE: Whirlpool Hot Water Tank Installation We take every customer’s satisfaction very seriously and would like to take this time to respond to your complaintMrRooter Plumbing of Rochester installs several brands of water heaters, however, Whirlpool is not our standard equipmentWhen you requested our emergency services in June 2014, that product was readily available so we responded to your call as soon as possibleOur customers have not typically had issues with Whirlpool or other brands of water heaters that we install so this was an unusual problemWhirlpool is a trusted brand name, yet this particular water heater malfunctioned significantly before it should have; therefore, the year manufacturer’s warranty covered all the equipment costsUnfortunately, the manufacturer’s warranty does not cover additional labor costs which is why you were billed the additional amount of $The shipping delays of the replacement parts from the manufacturer are not acceptable and we have determined not to work with Whirlpool water heaters in the futureWe placed multiple calls to Whirlpool demanding that the parts ship overnight and MrRooter Plumbing of Rochester apologizes for their lack of responsivenessPlease accept the cancellation of your invoice #in the amount of $and a “10% off” coupon for any future plumbing work you may require for the inconvenienceWhile we do not accept the misdeeds of the manufacturer, your business and satisfaction is very important to usThank youBest Regards, Maurice A***, President
On the morning of 5/31/I discovered that I had a basement flood in one of my apartments, and took to the yellow pages to track down a plumber I called or plumbers, only to hear voice mailsI was getting desperate Finally, I got to MrRooter Pluming and they said they had someone available Hallelujah! The lady on the phone was very courteousI then asked if there would be a service fee because I was planning to get multiple quotes They told me the service fee for looking at the pump would be $ I think to myself, OK I’ll be out $if I have these guys inspect the pump, but choose to hire someone else - I'll take the risk How bad could their prices be? I scheduled an appointment for the plumber, Kevin, to come out in the afternoon Since I’m not actually at the property, I had Kevin meet with my dad When he arrives, he sees that the pump was unplugged He plugs it back in, charges us $69, and leavesThat night, I discover the pump was faulty (which is likely why someone unplugged it) I think to myself, it’s no big deal It’s not Kevin’s fault that he didn’t realize the pump was brokenThe next day I called Kevin to come back and we need the pump replaced Kevin said that he did suspect that the pump was on the fritz, and looked like it needed replacingKevin comes back that afternoon on 6/1/16, to replace the pump I asked him how much it would total, and he said $ Woah! At this point, I knew I owed him another $for the service call, and didn't want to waste time looking for another plumber – given these circumstances, I reluctantly agreed to the price He took min to install the sump pumpThe final price ended up being $709.08, in addition to my $paid the day before I paid a total of $That night, I looked up the prices because I wanted to know how much I was charged for laborThe sump pump installed was a [redacted] sump pump On [redacted] , this costs $shippedKevin spent 45min installing the pump This means they charged me $for 45min of work Or, $434/hr I called around, and a few other local guys like [redacted] charge $75/hr Now I felt ripped offI wanted to see how they would justify their high prices, so I called them to ask for an itemized list Their manager called me back and was polite for the most part At times, he came off as a bit defensive I essentially told him the story written above, and he said that he absolutely will not give me an itemized list, reasoning that they don’t charge by the hour, and this is company policy He said this is how their customers like it because it is easier to understand prices, and his equipment is superior to what others can provide At this point I'm thinking, why are hourly prices hard to understand? I'm a customer too right? Anyway, I thanked him for his cordiality and hung upIn summary, I can say that these guys provide quick service, but their pricing is significantly higher than the market average Who charges $434/hr? I am not a satisfied customer, and would absolutely not use them again!
Regarding: ID# ***
Dear ***,
In regards to the above mentioned complaint pertaining to a *** service performed by MrRooter ***MrRooter has refunded the entire amount of the service call back to the complainantThis was done as a response to our ongoing commitment
to customer satisfactionMrRooter is committed to providing customers with survivor service and by refunding the customers full invoiced amount does not admit errorMrRooter does not take advantage customers regardless of health or ageThat part of the complaint was irrelevant to the situationWe continue to value the Revdex.com and there comittment to superior customer satisfaction and will continue to provide superior customer satisfaction as a company. Sincerely yours, *** ***
I had Mr Rooter install a new water line from the main to my office building in December I received three quotes with Mr Rooter being the lowestTheir crew were very professional and cleaned up after themselves even in the middle of the winterVery knowledgeable and efficient operation
RE: Whirlpool Hot Water Tank Installation We take every customer’s...
satisfaction very seriously and would like to take this time to respond to your complaint. Mr. Rooter Plumbing of Rochester installs several brands of water heaters, however, Whirlpool is not our standard equipment. When you requested our emergency services in June 2014, that product was readily available so we responded to your call as soon as possible. Our customers have not typically had issues with Whirlpool or other brands of water heaters that we install so this was an unusual problem. Whirlpool is a trusted brand name, yet this particular water heater malfunctioned significantly before it should have; therefore, the 5 year manufacturer’s warranty covered all the equipment costs. Unfortunately, the manufacturer’s warranty does not cover additional labor costs which is why you were billed the additional amount of $206.00. The shipping delays of the replacement parts from the manufacturer are not acceptable and we have determined not to work with Whirlpool water heaters in the future. We placed multiple calls to Whirlpool demanding that the parts ship overnight and Mr. Rooter Plumbing of Rochester apologizes for their lack of responsiveness. Please accept the cancellation of your invoice #137538 in the amount of $206.00 and a “10% off” coupon for any future plumbing work you may require for the inconvenience. While we do not accept the misdeeds of the manufacturer, your business and satisfaction is very important to us. Thank you. Best Regards, Maurice A[redacted], President
On the morning of 5/31/16 I discovered that I had a basement flood in one of my apartments, and took to the yellow pages to track down a plumber. I called 5 or 6 plumbers, only to hear voice mails. I was getting desperate. Finally, I got to Mr. Rooter Pluming and they said they had someone available. Hallelujah! The lady on the phone was very courteous.
I then asked if there would be a service fee because I was planning to get multiple quotes. They told me the service fee for looking at the pump would be $69. I think to myself, OK I’ll be out $69 if I have these guys inspect the pump, but choose to hire someone else - I'll take the risk. How bad could their prices be?
I scheduled an appointment for the plumber, Kevin, to come out in the afternoon. Since I’m not actually at the property, I had Kevin meet with my dad. When he arrives, he sees that the pump was unplugged. He plugs it back in, charges us $69, and leaves.
That night, I discover the pump was faulty (which is likely why someone unplugged it). I think to myself, it’s no big deal. It’s not Kevin’s fault that he didn’t realize the pump was broken.
The next day I called Kevin to come back and we need the pump replaced. Kevin said that he did suspect that the pump was on the fritz, and looked like it needed replacing.
Kevin comes back that afternoon on 6/1/16, to replace the pump. I asked him how much it would total, and he said $656.56. Woah! At this point, I knew I owed him another $69 for the service call, and didn't want to waste time looking for another plumber – given these circumstances, I reluctantly agreed to the price. He took 45 min to install the sump pump.
The final price ended up being $709.08, in addition to my $69 paid the day before. I paid a total of $778.08.
That night, I looked up the prices because I wanted to know how much I was charged for labor.
The sump pump installed was a [redacted] sump pump. On [redacted], this costs $130 shipped.
Kevin spent 45min installing the pump. This means they charged me $579 for 45min of work. Or, $434/hr. I called around, and a few other local guys like [redacted] charge $75/hr. Now I felt ripped off.
I wanted to see how they would justify their high prices, so I called them to ask for an itemized list. Their manager called me back and was polite for the most part. At times, he came off as a bit defensive. I essentially told him the story written above, and he said that he absolutely will not give me an itemized list, reasoning that they don’t charge by the hour, and this is company policy. He said this is how their customers like it because it is easier to understand prices, and his equipment is superior to what others can provide. At this point I'm thinking, why are hourly prices hard to understand? I'm a customer too right? Anyway, I thanked him for his cordiality and hung up.
In summary, I can say that these guys provide quick service, but their pricing is significantly higher than the market average. Who charges $434/hr? I am not a satisfied customer, and would absolutely not use them again!
To Whom it may concern,
I have reached out to get the invoice from [redacted] Heating , unfortunately the customer service representative would not allow me to have the invoice until [redacted] gave them the approval to have it sent to me. I did call [redacted] and left a...
message. At this time I have not heard from her. The customer did stop payment on my account as well which then in turn has cost me a $25.00 fee. I will have to resolve this with the higher beings.
Letter sent following service:
It was our pleasure to have your crew at our home for a repair to our house sewer line.
We were so pleased with the way this matter was handled, first by Jerromy S[redacted] and then by Paul E[redacted] and Zach (did not get his family name). Jerromy made a trip here to Houghton, as some distance from your location, to estimate the job and educate me as to how it would be done and what technology would be used. You are very fortunate to have a man of this caliber in your employ. He is obviously very experienced at your work and most sensitive to customer relations for your customers. He is an excellent representative for your company.
Paul and Zach were here on two days to do the job, running into a technical problem on the first day, but solving it expertly on the second and completing the job that day. Jerromy again came to assure himself that the work was progressing. In addition to the skill and knowledge shown by Paul and Zach, they are both very fine representatives of your company and nice to have around our home. The attention to detail shown by these two men speaks well of the quality of work your company offers. Nothing of importance went unattended and every detail was checked and re-checked to assure high quality. A final impression was the way our place was left as they departed. My grandfather, an old time contractor, used to say, “A good carpenter cleans up his mess.” Paul and Zach lived up to grandpa’s standards. Everything was cleaned up and in order when they departed.
If the long-term results are as good as the initial estimate and the impression left by your people, then the sewer line problems of the past are gone forever.
With appreciation for the quality work and high praise for your staff.
Letter sent following service: It was our pleasure to have your crew at our home for a repair to our house sewer lineWe were so pleased with the way this matter was handled, first by Jerromy S [redacted] and then by Paul E [redacted] and Zach (did not get his family name)Jerromy made a trip here to Houghton, as some distance from your location, to estimate the job and educate me as to how it would be done and what technology would be usedYou are very fortunate to have a man of this caliber in your employHe is obviously very experienced at your work and most sensitive to customer relations for your customersHe is an excellent representative for your companyPaul and Zach were here on two days to do the job, running into a technical problem on the first day, but solving it expertly on the second and completing the job that dayJerromy again came to assure himself that the work was progressingIn addition to the skill and knowledge shown by Paul and Zach, they are both very fine representatives of your company and nice to have around our homeThe attention to detail shown by these two men speaks well of the quality of work your company offersNothing of importance went unattended and every detail was checked and re-checked to assure high qualityA final impression was the way our place was left as they departedMy grandfather, an old time contractor, used to say, “A good carpenter cleans up his mess.” Paul and Zach lived up to grandpa’s standardsEverything was cleaned up and in order when they departedIf the long-term results are as good as the initial estimate and the impression left by your people, then the sewer line problems of the past are gone foreverWith appreciation for the quality work and high praise for your staff
RE: Whirlpool Hot Water Tank Installation We take every customer’s satisfaction very seriously and would like to take this time to respond to your complaintMrRooter Plumbing of Rochester installs several brands of water heaters, however, Whirlpool is not our standard equipmentWhen you requested our emergency services in June 2014, that product was readily available so we responded to your call as soon as possibleOur customers have not typically had issues with Whirlpool or other brands of water heaters that we install so this was an unusual problemWhirlpool is a trusted brand name, yet this particular water heater malfunctioned significantly before it should have; therefore, the year manufacturer’s warranty covered all the equipment costsUnfortunately, the manufacturer’s warranty does not cover additional labor costs which is why you were billed the additional amount of $The shipping delays of the replacement parts from the manufacturer are not acceptable and we have determined not to work with Whirlpool water heaters in the futureWe placed multiple calls to Whirlpool demanding that the parts ship overnight and MrRooter Plumbing of Rochester apologizes for their lack of responsivenessPlease accept the cancellation of your invoice #in the amount of $and a “10% off” coupon for any future plumbing work you may require for the inconvenienceWhile we do not accept the misdeeds of the manufacturer, your business and satisfaction is very important to usThank youBest Regards, Maurice A***, President
On the morning of 5/31/I discovered that I had a basement flood in one of my apartments, and took to the yellow pages to track down a plumber I called or plumbers, only to hear voice mailsI was getting desperate Finally, I got to MrRooter Pluming and they said they had someone available Hallelujah! The lady on the phone was very courteousI then asked if there would be a service fee because I was planning to get multiple quotes They told me the service fee for looking at the pump would be $ I think to myself, OK I’ll be out $if I have these guys inspect the pump, but choose to hire someone else - I'll take the risk How bad could their prices be? I scheduled an appointment for the plumber, Kevin, to come out in the afternoon Since I’m not actually at the property, I had Kevin meet with my dad When he arrives, he sees that the pump was unplugged He plugs it back in, charges us $69, and leavesThat night, I discover the pump was faulty (which is likely why someone unplugged it) I think to myself, it’s no big deal It’s not Kevin’s fault that he didn’t realize the pump was brokenThe next day I called Kevin to come back and we need the pump replaced Kevin said that he did suspect that the pump was on the fritz, and looked like it needed replacingKevin comes back that afternoon on 6/1/16, to replace the pump I asked him how much it would total, and he said $ Woah! At this point, I knew I owed him another $for the service call, and didn't want to waste time looking for another plumber – given these circumstances, I reluctantly agreed to the price He took min to install the sump pumpThe final price ended up being $709.08, in addition to my $paid the day before I paid a total of $That night, I looked up the prices because I wanted to know how much I was charged for laborThe sump pump installed was a [redacted] sump pump On [redacted] , this costs $shippedKevin spent 45min installing the pump This means they charged me $for 45min of work Or, $434/hr I called around, and a few other local guys like [redacted] charge $75/hr Now I felt ripped offI wanted to see how they would justify their high prices, so I called them to ask for an itemized list Their manager called me back and was polite for the most part At times, he came off as a bit defensive I essentially told him the story written above, and he said that he absolutely will not give me an itemized list, reasoning that they don’t charge by the hour, and this is company policy He said this is how their customers like it because it is easier to understand prices, and his equipment is superior to what others can provide At this point I'm thinking, why are hourly prices hard to understand? I'm a customer too right? Anyway, I thanked him for his cordiality and hung upIn summary, I can say that these guys provide quick service, but their pricing is significantly higher than the market average Who charges $434/hr? I am not a satisfied customer, and would absolutely not use them again!
Regarding: ID# ***
Dear ***,
In regards to the above mentioned complaint pertaining to a *** service performed by MrRooter ***MrRooter has refunded the entire amount of the service call back to the complainantThis was done as a response to our ongoing commitment
to customer satisfactionMrRooter is committed to providing customers with survivor service and by refunding the customers full invoiced amount does not admit errorMrRooter does not take advantage customers regardless of health or ageThat part of the complaint was irrelevant to the situationWe continue to value the Revdex.com and there comittment to superior customer satisfaction and will continue to provide superior customer satisfaction as a company. Sincerely yours, *** ***
I called and spoke with *** and she said she got the money he told her she would get right after she filed her complaint
I had Mr Rooter install a new water line from the main to my office building in December I received three quotes with Mr Rooter being the lowestTheir crew were very professional and cleaned up after themselves even in the middle of the winterVery knowledgeable and efficient operation
To whom it may concern,
To whom it may concern,I don't know what she wants*** *** the General Manager of Mr Rooter quoted her the dollar amount to refund.Thank you
RE: Whirlpool Hot Water Tank Installation We take every customer’s...
satisfaction very seriously and would like to take this time to respond to your complaint. Mr. Rooter Plumbing of Rochester installs several brands of water heaters, however, Whirlpool is not our standard equipment. When you requested our emergency services in June 2014, that product was readily available so we responded to your call as soon as possible. Our customers have not typically had issues with Whirlpool or other brands of water heaters that we install so this was an unusual problem. Whirlpool is a trusted brand name, yet this particular water heater malfunctioned significantly before it should have; therefore, the 5 year manufacturer’s warranty covered all the equipment costs. Unfortunately, the manufacturer’s warranty does not cover additional labor costs which is why you were billed the additional amount of $206.00. The shipping delays of the replacement parts from the manufacturer are not acceptable and we have determined not to work with Whirlpool water heaters in the future. We placed multiple calls to Whirlpool demanding that the parts ship overnight and Mr. Rooter Plumbing of Rochester apologizes for their lack of responsiveness. Please accept the cancellation of your invoice #137538 in the amount of $206.00 and a “10% off” coupon for any future plumbing work you may require for the inconvenience. While we do not accept the misdeeds of the manufacturer, your business and satisfaction is very important to us. Thank you. Best Regards, Maurice A[redacted], President
On the morning of 5/31/16 I discovered that I had a basement flood in one of my apartments, and took to the yellow pages to track down a plumber. I called 5 or 6 plumbers, only to hear voice mails. I was getting desperate. Finally, I got to Mr. Rooter Pluming and they said they had someone available. Hallelujah! The lady on the phone was very courteous.
I then asked if there would be a service fee because I was planning to get multiple quotes. They told me the service fee for looking at the pump would be $69. I think to myself, OK I’ll be out $69 if I have these guys inspect the pump, but choose to hire someone else - I'll take the risk. How bad could their prices be?
I scheduled an appointment for the plumber, Kevin, to come out in the afternoon. Since I’m not actually at the property, I had Kevin meet with my dad. When he arrives, he sees that the pump was unplugged. He plugs it back in, charges us $69, and leaves.
That night, I discover the pump was faulty (which is likely why someone unplugged it). I think to myself, it’s no big deal. It’s not Kevin’s fault that he didn’t realize the pump was broken.
The next day I called Kevin to come back and we need the pump replaced. Kevin said that he did suspect that the pump was on the fritz, and looked like it needed replacing.
Kevin comes back that afternoon on 6/1/16, to replace the pump. I asked him how much it would total, and he said $656.56. Woah! At this point, I knew I owed him another $69 for the service call, and didn't want to waste time looking for another plumber – given these circumstances, I reluctantly agreed to the price. He took 45 min to install the sump pump.
The final price ended up being $709.08, in addition to my $69 paid the day before. I paid a total of $778.08.
That night, I looked up the prices because I wanted to know how much I was charged for labor.
The sump pump installed was a [redacted] sump pump. On [redacted], this costs $130 shipped.
Kevin spent 45min installing the pump. This means they charged me $579 for 45min of work. Or, $434/hr. I called around, and a few other local guys like [redacted] charge $75/hr. Now I felt ripped off.
I wanted to see how they would justify their high prices, so I called them to ask for an itemized list. Their manager called me back and was polite for the most part. At times, he came off as a bit defensive. I essentially told him the story written above, and he said that he absolutely will not give me an itemized list, reasoning that they don’t charge by the hour, and this is company policy. He said this is how their customers like it because it is easier to understand prices, and his equipment is superior to what others can provide. At this point I'm thinking, why are hourly prices hard to understand? I'm a customer too right? Anyway, I thanked him for his cordiality and hung up.
In summary, I can say that these guys provide quick service, but their pricing is significantly higher than the market average. Who charges $434/hr? I am not a satisfied customer, and would absolutely not use them again!
To Whom it may concern,
I have reached out to get the invoice from [redacted] Heating , unfortunately the customer service representative would not allow me to have the invoice until [redacted] gave them the approval to have it sent to me. I did call [redacted] and left a...
message. At this time I have not heard from her. The customer did stop payment on my account as well which then in turn has cost me a $25.00 fee. I will have to resolve this with the higher beings.
Letter sent following service:
It was our pleasure to have your crew at our home for a repair to our house sewer line.
We were so pleased with the way this matter was handled, first by Jerromy S[redacted] and then by Paul E[redacted] and Zach (did not get his family name). Jerromy made a trip here to Houghton, as some distance from your location, to estimate the job and educate me as to how it would be done and what technology would be used. You are very fortunate to have a man of this caliber in your employ. He is obviously very experienced at your work and most sensitive to customer relations for your customers. He is an excellent representative for your company.
Paul and Zach were here on two days to do the job, running into a technical problem on the first day, but solving it expertly on the second and completing the job that day. Jerromy again came to assure himself that the work was progressing. In addition to the skill and knowledge shown by Paul and Zach, they are both very fine representatives of your company and nice to have around our home. The attention to detail shown by these two men speaks well of the quality of work your company offers. Nothing of importance went unattended and every detail was checked and re-checked to assure high quality. A final impression was the way our place was left as they departed. My grandfather, an old time contractor, used to say, “A good carpenter cleans up his mess.” Paul and Zach lived up to grandpa’s standards. Everything was cleaned up and in order when they departed.
If the long-term results are as good as the initial estimate and the impression left by your people, then the sewer line problems of the past are gone forever.
With appreciation for the quality work and high praise for your staff.