Mr. Rooter Plumbing

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The leak that did most of the damage was sometime between 10:00 p.m. and 5:00 a.m. the next morning.  The initial leak was because of inept installation of the hose causing a cut washer.  When Mr. Rooter installed a new hose, they failed to tighten the fitting on the wall side, resulting in more damage, discovered by the restoration company when they came out to remove their drying fans.

We did install upgraded flooring.  However, we paid the difference between the insurance companies estimated replacement costs and the upgrade price out of our own pockets.  After all, it would not have been fair to try and bill them for an upgrade.  The amount of the upgrade is NOT included in the $33K worth of damages.

A meeting was held at our house with Mr. [redacted] [redacted] and [redacted], the technician that did the initial water line installation.  That meeting was when Mr. [redacted] decided to involve his insurance company.  Our discussion covered the fact that the insurance company most likely wouldn't cover the complete costs of the damage, however when I said Mr. Rooter would have to find a way to make us whole, he said they would "make it right".  From that point on, I kept Mr. [redacted] updated on the costs and insurance company reimbursements so he was appraised of what we expected him to pay us and close out the damage his company did to our home.  A spreadsheet was kept current and continually sent to Mr. [redacted].  There should be no question as to what makes up the $33,000 worth of damages and the remaining balance Mr. [redacted] owes us ($6094).  See attached spreadsheet.

Additional photos of the damage to the flooring, walls, and hand made rugs can be supplied if needed, as well as all the invoices covering the repairs.

In short, all that is needed to close out this complaint is for Mr. [redacted] to stand behind his word and pay us the $6094 he owes us.

Regards,

I had just moved into my new house, and what started as a small drain issue turned major after discovering the "main" drain to my house wasn't working. I searched online and found Mr. Rooter Plumbing. They were true to their word. The rep Brice did an outstanding job! I was exhausted and a bit overwhelmed from the move. Brice was very knowledgeable, helpful, kind and got the job done! He also explained the plumbing situation in a very patient and even interesting manner. I learned some good information.

From my initial call (speaking to some very kind staff) to the finished product (successfully fixing a major plumbing issue) they did an excellent job. I would recommend this company.

The service was great, and very prompt. And Jeremiah was very knowledgable and found the source of my problem. I recommend mr. Rooter to all my friends and family.

Thank you, Jackie

Mr. Rooter installed water supply lines to the customer’s washing machine.  Unfortunately, two days later, the washer lines leaked but went unnoticed by the customer until considerable amounts of water pooled in the laundry room and ran into...

the kitchen.  When the customer called to tell us there was a leak we instructed them to shut off the water.  We then dispatched our technician who arrived within an hour of us receiving the call. Upon arrival our technician spent four hours cleaning up and arranging for our sister restoration company to come out and complete the cleanup process.  The technician then replaced the defective water supply lines.

Once the cleanup was complete we set up a meeting with the customer to go over the incident and how to resolve it.  We had already talked to the restoration company and they said the existing flooring runs about $3-$4 a square foot.  At the meeting with our customer we did say we would “make it right”.  At that point the customer presented us with a spreadsheet he created and showed us an estimate (his own estimate) of over $15,000 in repair costs.  His estimate included upgraded flooring that ran $6-$7 a square foot.  We then gave them the choice of settling it right then and there by accepting a check from us in the amount of $10,000 or turning it over to our insurance company.  The customer chose to turn it over to the insurance company.  We’re not sure how his original estimate went from $15,000 to over $33,000 as stated in his complaint but at no time did we agree to pay the difference between the customer’s self created spreadsheet and what the insurance company deemed as fair and equal.

Mr Rooter plumbing sent a certified plumber to do the work---Mark Stickler----he was respectful and tenacious-----he would not quit until he finished the job correctly---his work is impeccable---and I am very grateful.

Lynn White

I am truly sorry the customer was not happy with the price of our service. The customer’s original area of concern was with a bathtub drain that was not properly adjusted. Our plumber promptly adjusted...

the drain assembly and tested it to show the customer had no further issue. We 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 there. We did indeed clean their drain with the best possible piece of equipment in the industry. We 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 toilet. When we began this inspection service we discovered that the tub overflow would not allow passage of even a mini camera. We offered to access the trap thru the wall behind the toilet to inspect the situation if they wanted but they declined the offer. So 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 odor. Our on-call service tech called the customer to communicate. Between them they discovered a hidden floor drain in the laundry that was dry from the jetting. The customer ran water in the drain and problem was solved. For 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 weekend. The complaint was filed on Sunday the 6th. We received the complaint on 7th of July.

Regretfully not a single manager had a chance to field a reply to the customer. We 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 meeting. We 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.

Regretfully it seems we have come to a standstill.  It is very unfortunate that our best efforts aren't enough to bring this to a conclusion.  We offered a couple of options to resolve this and the option chosen by the customer was to have the insurance company settle it. There was never an agreement that Mr. Rooter would make up a difference of any kind between what the insurance company deemed fair and what the customer wants.  We turned it over to the insurance company and considered it settled.

Dustin and Jose were awesome. They video inspected everything with me, showed me the problem area, and explained everything in terms I could understand. They presented me with options to fix the problem, showed up on time and went above and beyond in their repair.

I had a very positive experience Mr Rooter. The tech was friendly and professional. He took the time to answer my many questions in a very professional manner. He was prompt and completed the task in a short time.

This is the third time I have used Mr. Rooter to do work at my home (sewer, toilet and water heater). I have always been very pleased with the quality of their work and their service personnel have always showed up on time when scheduled. I highly recommend Mr. Rooter plumbing company.

We called Mr Rooter Plumbing because we have a leak in our kitchen sink and being a holiday we thought we will need to wait a week before the leak can be fixed, and MR Rooter company sent Mark S[redacted]. He is very professional and tried to fix our plumping needs and really took the time to get to the bottom of the problem and explaining everything to us as he fixes the kitchen drain leaking problem. We are extremely satisfied with his professionalism.

This issue has been resolved.  We did indeed make a call to the complainant Friday late afternoon and left a voicemail for her.  We did not hear back from her until we received the Revdex.com complaint.  The customer declined the more expensive service that was required to fix...

her problem on the original call.  She was offered the discounted option but she felt it was too steep and sent us on our way.  After receiving this complaint we made the same offer but added a bit of a discount and she accepted it.  Her problem is taken care of, she paid us with a credit card and it appears both parties are happy at this time.

Review: To Whom It May Concern:

On May 28, 2015 a Mr. Rooter rep came to our residence and performed a service. This rep tried to sell us a membership in which we declined. He gave us a verbal estimate for the service. He said it would cost $500 because they do not charge by the hour but charge for the job. The repairman started to do the job but he stopped because he was missing a part so he left and twenty minutes he returned.

He completed the job and when he left he gave us a receipt (I enclosed a copy). As you can see on the receipt he indicated replaced and performed repair. We checked what he had done and saw that he replaced the entire thing. However, our receipt shows we were charged for repair and replaced. I believe your rep overcharged us for what he had done. He did not repair anything, he just replaced it. The service completed towards the end of the day and we believe his charge of $500 to us is what’s left to reach his day quota. I asked my neighbors, relatives, and co-worker I was told that this job would only cost $150. I also received a couple of estimate from a couple of plumbers and they too gave us $150. When we received the verbal estimate of the repair we were not told of what will be done. Your rep only gave us the verbal $500 estimate. It took him only 60 minutes and that included the time he left so technically he finished the job in 40 minutes. This is our first encounter with Mr. Rooter and it leaves us a sour taste in our mouth. This is not a good way to do business and we thing we were scammed by your representative.

I would like for the company to refund us $350 since we were overcharged for the service that was completed. Your technician did not repair he just simply replaced it however, we were charged for repair and replace. Our family is a middle class family and due to this injustice had cost is financial burden. As you can see I had send the same letter to the Revdex.com for them to place on your record.

Desired Settlement: I would like for the company to refund us $350 since we were overcharged for the service that was completed. Your technician did not repair he just simply replaced it however, we were charged for repair and replace

Business

Response:

This customer refuses to return our phone calls and failed to reach out to us until after the work was completed and they had posted negative reviews on [redacted] as well as the letter sent to Revdex.com and our corporate headquarters. We have responded to both the Revdex.com and the customer stating the facts in the situation. Had the customer reached out to us first, we may have been able to work something out. They were already given a $150+ discount before the start of the job, at which time they not only signed the invoice allowing us to start work, but also that we completed the work to their satisfaction. They provided payment as well without incident. The problem is that AFTER, they consulted friends and family who advised them that they would not have paid more than a certain dollar amount for the work that was done. Fortunately for our customers, we provide quality work with necessary warrantees and guarantees on our workmanship. Unfortunately, we do not work for the same dollar amount, nor do we have the same overheard costs as friends and family. We apologize that they felt cheated by our company, but we also feel cheated that we were not given a fair opportunity to address the situation before negative online postings.

Consumer

Response:

Thank you for your letter dated July 08, 2015 in regards to the complaint against Mr. Rooter that was filed in your office. Per your letter Mr. Rooter claims that we refuse to return phone calls. My wife only received one phone call in which a voice mail was left by a woman. When this voicemail was left the woman did not leave a name she just left a phone number to call. There were no other phone calls that was made to us. Do you know without a name for contact when returning a phone call could be as a “needle in a haystack” when you try to return the call. Again, Mr. Rooter claim is incorrect. If they truly wanted to get this resolved I would think they would reach out to us by mail as well but we have not received any letter from them. And as far as the discount they claimed was given o us where in the receipt does it states that $150 discount. It does not show anywhere because there was no discount given. The work was started correct however, the representative did not indicated what type of work will be done. And the fact still states per the receipt that they were going to repair and replace however, they did not repair anything they just replaced the part. So why should we pay for a repair when the repair was not repaired but replaced in which we also paid. We were charged for something that was not done. We did pay for the services with not much hesitation because that is what the right thing to do. However, when we further examined the receipt after the work was done we did not see that the services matches what we had paid since we were overcharged. The estimate that we had gotten were not only from friends and family but also from other plumbing co here in Tracy. As far as the negative posting online that they feel cheated by us unfortunately, we were not the first negative posting for their business. We only posted 1 posting and not what they claim as negative reviews. There are other negative posting prior to our posting. They should think twice before cheating their customer. This does not change the facts the Mr. Rooter overcharged and we deserve a refund of $350.00 My contact phone # [redacted]. Thank you for your time. [redacted] and [redacted]

Company is friendly, reliable, dependable and does quality work with great technicians. Very honest with a great work ethic!

Thank you for fixing leaks in my bathroom. Well done.

Technician Dustin From and his trainee Joe were awesome. Came when they said they would and did an amazing job. Very nice guys...

Without any hint our drains just stopped working and all the sewage backed up in the tub, shower,etc. Rotor Router was the only guy to come out on Sat. to fix the problem. We had a massive root ball in the inlet to the tank. Glad someone is willing to do such a stinky dirty job. They were prompt, professional and left the area looking better than it was to start. Thanks [redacted] and [redacted].

Review: The work this company did at our house resulted in a flood ruining a large portion of our flooring, walls, baseboards, hand made rugs. Now, the work we had them do was to simply install braided hoses between our wall and the washing machine in our laundry room. A preventative maintenance move on our part. The sloppy workmanship cut the rubber washer in the hose coupling causing a leak. The total destruction ran up a bill over $33K.

They, the owner [redacted] and his field superintendent, both said the company would "make it right". We had a discussion about what that meant before and after Mr. Rooter chose to place the remedy in their insurance company's hands. Our discussion was that they would pick up any losses after the insurance company paid for the repairs. Well it took over 6 months to get the major portion of the work completed, we had to cash out two IRAs to just get the work started (because of the insurance company dragging their feet), and we are still out almost $6100 from our pocket that Mr. Rooter now refuses to pay.

These folks looked us in the eyes, shook our hand, and committed to fixing what they had ruined.Desired Settlement: Pay us the money that they committed to ($6100). Make us whole for the damage they did.

Business

Response:

Mr. Rooter installed water supply lines to the customer’s washing machine. Unfortunately, two days later, the washer lines leaked but went unnoticed by the customer until considerable amounts of water pooled in the laundry room and ran into the kitchen. When the customer called to tell us there was a leak we instructed them to shut off the water. We then dispatched our technician who arrived within an hour of us receiving the call. Upon arrival our technician spent four hours cleaning up and arranging for our sister restoration company to come out and complete the cleanup process. The technician then replaced the defective water supply lines.

Once the cleanup was complete we set up a meeting with the customer to go over the incident and how to resolve it. We had already talked to the restoration company and they said the existing flooring runs about $3-$4 a square foot. At the meeting with our customer we did say we would “make it right”. At that point the customer presented us with a spreadsheet he created and showed us an estimate (his own estimate) of over $15,000 in repair costs. His estimate included upgraded flooring that ran $6-$7 a square foot. We then gave them the choice of settling it right then and there by accepting a check from us in the amount of $10,000 or turning it over to our insurance company. The customer chose to turn it over to the insurance company. We’re not sure how his original estimate went from $15,000 to over $33,000 as stated in his complaint but at no time did we agree to pay the difference between the customer’s self created spreadsheet and what the insurance company deemed as fair and equal.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The leak that did most of the damage was sometime between 10:00 p.m. and 5:00 a.m. the next morning. The initial leak was because of inept installation of the hose causing a cut washer. When Mr. Rooter installed a new hose, they failed to tighten the fitting on the wall side, resulting in more damage, discovered by the restoration company when they came out to remove their drying fans.

We did install upgraded flooring. However, we paid the difference between the insurance companies estimated replacement costs and the upgrade price out of our own pockets. After all, it would not have been fair to try and bill them for an upgrade. The amount of the upgrade is NOT included in the $33K worth of damages.

A meeting was held at our house with Mr. [redacted] and [redacted], the technician that did the initial water line installation. That meeting was when Mr. [redacted] decided to involve his insurance company. Our discussion covered the fact that the insurance company most likely wouldn't cover the complete costs of the damage, however when I said Mr. Rooter would have to find a way to make us whole, he said they would "make it right". From that point on, I kept Mr. [redacted] updated on the costs and insurance company reimbursements so he was appraised of what we expected him to pay us and close out the damage his company did to our home. A spreadsheet was kept current and continually sent to Mr. [redacted]. There should be no question as to what makes up the $33,000 worth of damages and the remaining balance Mr. [redacted] owes us ($6094). See attached spreadsheet.

Additional photos of the damage to the flooring, walls, and hand made rugs can be supplied if needed, as well as all the invoices covering the repairs.

In short, all that is needed to close out this complaint is for Mr. [redacted] to stand behind his word and pay us the $6094 he owes us.

Regards,

Business

Response:

Regretfully it seems we have come to a standstill. It is very unfortunate that our best efforts aren't enough to bring this to a conclusion. We offered a couple of options to resolve this and the option chosen by the customer was to have the insurance company settle it. There was never an agreement that Mr. Rooter would make up a difference of any kind between what the insurance company deemed fair and what the customer wants. We turned it over to the insurance company and considered it settled.

Great service. On time service call. Fixed the problem.

Mr. Rooter is a very professional business. They are very prompt in meeting their appointment times and are extremely courteous and pleasant while performing the service you requested. If the technitian is running late someone will call to let you know. I have used Mr. Rooter several times and have been very pleased with the quality of work they do plus their work is guarenteed. They are not one of the "fly-by-night" companies that charge you an arm and leg for shoddy work.