Mr. Rooter Plumbing

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

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.

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.

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.

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 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.

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.

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.

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

I would highly recommend Mr. Router/Mark

Thanks for a job well done

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.

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.

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

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.

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