Mr. Rooter Plumbing

My rental had problems again with the hot water heater. I live in another town. I have used Mr Rooter and have been a preferred customer for many years. Their costs have seemed high, but they were reliable. On Saturday morning I was called by the plumber stating he would diagnose the issue, but it would cost $1350. That seemed high, but he said it could go towards the repair. I reluctantly agreed. He called me later to say the element was shot again and he recommended replacing the water heater and the water softener. The cost would be $4862.63 ($1219.68 water heater, 191.75 pan, $272.33 expansion tank, $3228.87 for the softener). That was with my good customer discount. I was flabbergasted. I did some calling around and googled average price for this type of work and was getting numbers of half and less. Since I had agreed to the $1350 already, I authorized the water heater and expansion tank only for the cost of $1583.33 (the cost of the water heater went up to $1311 because I lost the multiple job discount). I have since been in touch with a local plumber, who was well recommended. He told me that he could have done the whole job for about $1600.

The individual plumbers with Mr Rooter have always been polite, professional and I believe do good work. I am told the costs are high because they warranty their work which I feel most companies do. These costs are ridiculous and I feel that I have been ripped off all these years.

Review: I had a slow drain and asked for a snake of my drains. The salesman talked me into a hydro scrub which was $375 an came with a camera inspection. The camera insp. was never done. The next couple of days there was a sewer smell coming from our laundry room. Called Mr Rooter back on 7/4 because of the terrible smell. The technician called us back and said he would call back after we put water in the laundry room trap. He never called us back. We had to take matters into our own hands in order to get rid of the terrible smell and to correct the problem created by Mr Rooter. We never had this smell or problem before Mr Rooter came into our home. We feel that Mr Rooter did not do a thorough job on the service nor did they perform a complete inspection with the camera. Therefore we feel we should receive a discount or partial refund.Desired Settlement: $200

Business

Response:

I will never use another plumber. This team was professional, helpful, courteous and considerate. They worked very hard to complete the job and worked with me not against me. I have never felt so positive about a plumbing company before. If you live in the Phoenix and don't give them a call, you are making a very big mistake. Thanks to all of the guys at Mr. Rooter I sleep much better at night. It was a big job and I don't feel like I was taken advantage of in any way.

For weeks I thought I could hear water running while was in our guest bathroom. After investigating all the usual suspects I could not find any obvious reasons for the sound. I finally decided to call a plumber for fear of the ceiling falling in on me. I called Mr. Rooter early in the morning, and they showed up within a couple of hours, which is unheard of in these parts. After a bit of investigation (they have video cameras and special tools of all kinds) the lead tech found the leak in the wall behind the shower controls. It was easier to get at the leak from the dining room wall. The leak turned out to be the outside spigot connection to the water feed. It was spraying inside the wall, and under the tub where it was soaking the insulation under the tub. Mr Rooter contacted a company to do the flood damage recovery with my permission. Mr. Rooter was on top of the situation from beginning to end. They fixed the leak in the wall, replaced the worn out shower control and everything else that needed attention, efficiently, and in a very professional matter.

This company knows how to run a business. They adhere to the "customer is king" philosophy! Totally professional and after the repair Dwane did s total house plumbing check up. Oh, and did I tell you they are honest?

I called Mr Rooter to fix a shower valve. The work was done but the valve keep coming off. They came back the second time and tried to blame it on us that we pulled it with too much force. They came the 3rd time and and the same technician admitted that he didn't do a good job the second time. This third time a glue was used and we were told that we need to pay more money to replace the valve and another part for more money. We didn't follow their recommendation because it was given after 3 attempts and this recommendation was not believable and couldn't be trusted. We will probably hire another plumbing company to fix the issue. Basically, the $300 paid to Mr Rooter is wasted money.

I currently live in mesa and looked for the nearest reputable National Franchise Plumber I could find. I called Mr Rooter and got my appointment the following day very impressive. My install was very professional but what really impressed me was how clean the installer left my house no mess and the copper pipe was very clean. Very impressed!! Highly Recommend this company.

Mr. D[redacted] From installed a new kitchen faucet for me. He was extremely polite, and professional. He took great care with my home and new faucet. It was a pleasure having him in my home.

My 550 gallon water holding tank got filled with diatomaceous earth due to a problem with the filtration system. The filter problem was fixed but the tank was still a mess soI called Mr. Rooter. They came out the next day, cleaned out the tank and checked out the plumbing to insure there were no problems. They were fast to respond, reasonably priced, thorough in all they did.

I got very little information about the problem and choices and consequences of different services. The guy was nice but I did not get needed information. Just a very high priced quote for service that did not remedy the initial problem. Toilet backed up again after the technician left. Problem remedied by my handy man. I probably will get septic pumped at some point but by someone else. Never did get a written estimate for work they claim needed to be done along with a price list. Get several opinions and estimates in writing before work is done .Company was prompt and friendly I grant them that.

Mark was very attentive and took great care in his work.

I would highly recommend Mr. Router/Mark

Thanks for a job well done

Very prompt service and was pleased technician wore protective booties and came with his own door mat, nice touch.

We were in a mild panic this morning and Mr Rooter and their employees made everything turn out in a positive way. We were thrilled not to have to take off another day of work to deal with our issues. They were prompted, efficient and every so courteous of our property. Thank you to J. R. for his great help. We will definitely call them again.

I have had very good dealings with Mr. Rooter and the two techs. that came out to handle my new water heater install. They made sure that it was done properly and that I was happy before they left. I will use Mr. Rooter in the future.

I would like to sincerely thank Mr. Rooter Plumbing for everything they did for us. They were wonderful! We were confident that we were in good hands from the moment we picked up the phone and called them. Lee Ann the dispatcher was super cheerful and friendly .They came out that same day right on time. They had professional trucks, equipment and computers. I liked that they were dressed in clean and neat uniforms. Our plumbing problem turned out to be much more serious than we had thought and they worked hard mentally and physically for two long days to fix the problem. They did a great job and I highly recommend them. I truly can’t thank them enough.
I would like to personally thank Dave H[redacted], our Service Professional, for being the ROCK through our whole ordeal. His knowledge, experience, tenacity and confidence in his work and equipment always made us feel calm. There was no doubt in our minds that he knew what he was doing and that everything would work out just fine. Dave, I hope your company truly understands what a dedicated and wonderful employee and person you are.
Also special thanks to Oscar and Armando. You are the two best workers Dave could ever have backing him up. Your great attitudes and hard work were impressive to watch. You two will be great Service Professionals soon I am sure.
Happy Holidays to you all, [redacted]

I was not only impressed with the quality of the work [redacted] did, but how extremely fast they called back to set up an appointment. They also did everything when they said they would.
I would highly reccomend this company to friends!

Our septic system failed on the eve of Thanksgiving. Dave H. came out at 10 p.m. and temporarily fixed the problem so we could get through Thanksgiving. He was polite and professional. Also, they charge by the job and not by the hour and there were no extra overtime or holiday charges.

Review: I had the plumber out on 2/6/15 he told me there were 2 services to choose from, one a lesser amount, the snake, and another pipe scrubber significantly higher n cost. I asked him to do the lesser one since I thought that would solve my problem. Upon seeing that it would not work I asked if he could do the higher amount service. He told me I would have to still pay for the snake service anyway since he tried that. I could not afford to spend another 500.00 on another service after paying over 200.00 for the first service. I called the office when the guy left and asked to speak with a manager to see if I could at least get a discount on the higher price service. The receptionist told me the manager would call me Monday morning. By late Monday morning no call so I called back only to tell my story again and ask that the manager call me. By Monday afternoon I decided to stop payment on my check because no one was taking my complaint and desire to work this out seriously. My sink is in worse shape since the plumber left and unusable.Desired Settlement: I either want an agreed no payment or discount for the higher priced service. At this point I really do not want their service but need my sink fixed.

Business

Response:

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.

excellent service//courteous and profession and on time//highly recommended

I highly recommend Dave H[redacted] and Mr. Rooter to anyone who needs a true, hard-working and critical-thinking consultant. He has consistently done a fantastic job in dealing with my entire home and ranch. I look forward to his visits and feel confident that I am in professional hands. [redacted]