Mr. Rooter Plumbing of Salem

I scheduled MrRooter to come to my house 1/15/to fix a leaking exterior faucet and install a new bathroom faucetI work out of town so my elderly parents (80+) were there to let the plumber in to do the workHe quoted them an exorbitant price at the beginning so they thought it must be a big job and would take several hours, so they said okI realize they should have called me but they did not understand the extent of the repairhours later, the plumber was done with ALL work and expected payment of $550!!!!!!!!!!!!!!!!!!!!!!!!!!! I knew approxwhat materials were needed for the faucet repair, I had the same problem before ($to fix with another company) so I priced the approxmaterials thru Lowes and the total was less than $(contractors price may be even less), so going on that they charged about $labor for hours workI spoke to their office several times on 1/and 1/and was told they felt what I was charged was a fair and reasonable price a

To whom it may concern, The customer called in and scheduled for us to come out and
look at an exterior faucet and to also give an estimate for a bathroom
faucet.   While booking the service call
it was explained from the customer to our Customer Service Representative that
the...

customers parents would be responsible for authorization and that they were
fully capable of handling the situation.  Before a Service Professional was
sent out our dispatcher called the customer and advised her that a Service
Professional was on the way. The customer then stated that her parents would be
there. Our Dispatcher asked if we needed to call the customer herself for
approval and she said no and that her parents were capable of handling the
situation. While on site our Service Professional and his Apprentice assessed
the concerns at the customers’ home and advised the customers’ parents of what
the fix would be for the issue and how much the cost would be. The Service
Professional and Apprentice arrived at the customer’s home at 8:59 am on 1/15/2018.  At 9:02 am the Service Professional started
creating an estimate with multiple tasks including installing a customer
supplied lavatory faucet, replacing a frost-free hose bibb, and a $25 off
coupon that was presented at the time of service on his iPad. Our service software requires a signature to start work. The customers’ parents
signed and agreed to the work at 9:04 am.  
After the signature was obtained, the estimate became an invoice for the
customer and the Service Professional changed some items on the invoice.  Anytime a Service Professional makes a change
to an invoice after a customer signs for work, the software makes that Service
Professional get another authorization signature. The jobs history shows the
customers’ parents did sign again at 9:16am. The signature was obtained,
Service Professional and his Apprentice did the work the customers’ parent had
signed for and at 10:17 am they got their final authorization and
acknowledgment signature for the agreed upon work.  At this time the customer’s parents did not
mention any issues with the work itself, the cost, or the time it took to do
the job.The customer called at 5:27 pm that same day asking another Customer
Service Representative for a break down on the invoice and stated that she thought
her mother was taken advantage of.   Mr.
Rooter plumbing takes any and all customer concerns seriously and we have a
Customer Concern Manager that looks into all customer concerns and investigates
them with our Field Manager to ensure our systems are being follow
appropriately.  A Customer Concern form
was filled out by the Customer Service Representative who took the concern and
sent it over to our Customer Concern Manager who contacted the customer on
1/16/2018.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and it is obvious Mr. Rooter has had to defend their shady tactics many times. They may have followed their procedures as advertised but in my opinion, they did not clearly describe the scope of what the job would entail to fix, therefore not giving my 80+ yr old parents enough information to cause them to question the charges quoted up front. Had that known it would only take the plumbers a bout an hour to complete the job, they NEVER would have agreed to their exorbitant charges. They knew they had made a huge mistake and were shocked when asked to pay, yes what they had agreed to, one hour later. For the price they were quoted, they assumed it would take several hours. Do do not like the business explanation but I'm going no further with this. Obviously, it is hopeless. Mr. Rooter is completely rigid and inflexible without any process to work with unhappy customers. Seriously, they could have avoided this whole situation by making some token offer to refund a little of the amount I paid or even just a credit towards future work I very likely will have since I am remodeling a home. Now, they will have someone that will always spread negative reviews about them and obviously, never use their services again.I am done fighting them. I will not pursue this further but I would like my complaint to appear on the Revdex.com website for other unsuspecting potential customers to see.
Sincerely,
[redacted]