Mr. Rooter Plumbing

Very fast response, competent service, price ok.

I found the company to very professional in scheduling the service and fixing the plumbing issue. A job well done, I would recommend using Mr Rooter.

Mr Rooter warranty on clogged toilets is a standard 30 days.  When the customer called it was in February past the 30 day mark.  We offered for a tech to go back out and see what was going on.  We also offered her our member rate of 15% off for her services and she refused.  We...

apologize for all of the inconvenience that she had mentioned, and we still stand behind our offer if she still is having issues with the toilet.  We will even off 25% off our services for her.  At this time we have done everything we can and we don't see a reason why we need to refund the money.  When we did the job the job was completed and the line was open.

Initial Business Response /* (1000, 10, 2015/02/18) */
Our company gave an estimate to the customer based on completion of demolition by the customer prior to our company beginning work. Demolition was not completed as agreed so our company completed the demolition. This resulted in a price...

increase to the original bid. The customer was informed of this increase and agreed to the new bid. Also, the material in the customer's home was obsolete material. In addition, after beginning the work the customer requested additional work not included in the original bid. The customer was made aware that completion of additional work would result in additional charges and once again agreed to go ahead with the completion of the work. There were no complaints from the customer during completion of the work until they received the invoice for both the original work and additional work they requested. Our company made every effort to satisfy the customer's requests for additional information regarding the job, but refused to speak to us over the phone.
Initial Consumer Rebuttal /* (3000, 17, 2015/02/19) */
[redacted]Document Attached[redacted]
Nothing that was in their response is true.
We did not request additional work. We actually told them we would finish part of the project just to get them to finish. We put in shower heads, we purchased shut off valves, we finished hooking up the vanity sink.
We did not approve a new bid. Never was told how much additional they would charge us for less than 15 minutes additional work (to remove the drain from the old tub which we did not have the tool for and to remove more ceiling than they had originally requested).
We cleaned up all the mess that they left even though the plumber said they would.
We did not complain at the time because we did not want to get this plumber in trouble. He was new to the area and new to this job, but he was not efficient. Kept having to leave and come back. Wasn't even here for an hour before he left for several hours to meet the owner of the company and let another guy who had to idea what he was doing.
I am going to file a complain with the Attorney General's office in the near future if we cannot get this worked out.
Final Business Response /* (1000, 23, 2015/04/22) */
5/6/2015 He is on job site. Give me information on detail bill request and I will speak with [redacted].
6/3/2015 ([redacted])I spoke with [redacted] and he was surprised by the call since he had not pursued the additional billing of $600. I will check with him today and send an email or call you if this has been resolved.
6/3/2015 9:15 am I checked with [redacted] and he did accept the $1,800 as final payment. Yes I will send an email confirming that today.
6/03/2015: I am writing in reference to case # XXXXXXX. Our company has accepted the payment made by [redacted] for the amount of $1800.00. We will not be pursing any additional amount owed. We have been informed that this complaint will be listed as successfully resolved.
Thank you.
[redacted], CSR

[redacted] Plumbing, LLC dba Mr. Rooter Plumbing
XXX-XXX-XXXX Phone (Columbia)
XXX-XXX-XXXX Phone (Jefferson City)
XXX-XXX-XXXX Fax
[redacted]
Columbia, MO XXXXX

Mr. Rooters plumbing made our plumbing emergency a pleasant experience. We worked directly with [redacted] who was very professional, helpful and got things fixed for us in a timely manner.
I would definitely recommend Mr. Rooter Plumbing and Odus personally to a friend for business.

10/01/2017
To whom it may concern,
 
On August 23, Mr. [redacted] called our
company to book an appointment for a mystery leak coming from the second floor
of...

the home. On August 24, our technician arrived at his home at 5:17 pm. According
to our records, our service technician was at the home for 2 hours and 3
minutes.  All steps in the home
inspection, and diagnoses, was documented either in written form, or by
pictures.  In the notes, the customer had
stated that when he turned off the water supply to the upstairs toilet, the
mystery leak stopped.  The technician has
pictures of the wet carpet, and of the stained ceiling on the first floor where
there was an apparent leak. After asking permission from Mr. [redacted], the
drywall was cut, and the ceiling was exposed (customer also signed off on that
we were not responsible for damage to the drywall, or for the repair). A water
stain, and what looked like mold, was near the vanity. The technician went on
to test the drainage of the sink, and noticed that water beaded continuously on
the bottom of the floor board. Due to the dangerous consequences of mold, a
highly reputable restoration company was called to see if repairs to the
vanity, and to the surrounding flooring and walls could be cleaned and
salvaged. There was no charge to the customer for getting a professional
opinion from the restoration company, nor do we, as a company, receive any
incentives for referring this company. The technician went on to complete the
plumbing checkup, made sure there weren’t any other consistent leaks in the
home by looking at the meter pit. None were found. He went on to recommend
repairs to the drain line of the bathroom, which included removing and
resetting the toilet, and replacing the plastic tube supply to the toilet with
a stainless steel braided supply hose for $485.94 The diagnostic fee was to be
fully applied toward the future work, if Mr. [redacted] agreed to do the work
with us. I have attached the estimate of work needed to be performed.
We are a fully licensed, bonded, and insured
company. We have been in business for over 15 years, and our reputation as a
world class service company precedes itself. I am unsure where our expert
service professional intentionally misled your client. All steps were
documented, explained, and signed off by your client. He called for a
professional to come out to see what the issue was.  We checked all possibilities, and offered the
best solutions to the problem at hand. Calling in a restoration company only
completed the full service we offer. 
There was no additional charge to Mr. [redacted] for this effort. The
only charge incurred was for the diagnostic fee, which we will gladly apply to
any future work to be performed. If Mr. [redacted] does not want us to do the
work, the charge is still $229.55.  We
will not be refunding this. He hired a professional to check on his plumbing,
and that is exactly what we did.
We do not appreciate the threats to our
reputation on social media. Nor the unwarranted allegations of poor business
practices. We have done nothing wrong. If you went to your doctor’s office for
a checkup, and the doctor said you needed further tests, but still had to pay
the copay for the visit that day, would you refuse to pay them? We at least are
offering to apply the payment toward a future visit.
 
Thank you for your time,
Sincerely,
Bashir Salem

[redacted]
Thank you for forwarding this customer’s concerns to me and
allowing me the...

opportunity to respond to his concerns with a more
accurate account of the situation. The customer in question made
several accusations which are troubling and seem to contradict the
information that we have on file regarding the situation. On 3/6/15
the customer contacted our office regarding a problem with his gas
water heater. He was told that there was a $99 fee to have a plumbing
expert come out to the home and that there would be an additional
charge for any services provided. The customer agreed to these terms
and a plumbing expert was sent to his home. The plumbing expert
assessed the situation and initially recommended that the 10 year old
water heater be replaced. The customer stated that he did not want
the water heater replaced and instead would prefer to attempt to have
a repair made to the unit. The plumbing expert informed the customer
that a gas valve, not a thermostat as indicated in the complaint,
would need to be ordered through **. Our plumbing expert took down
the information regarding the water heater in order to place and
order for the part. The initial visit to the home took place on
Friday 3/6/15 and on that date, 2 separate calls were made to ** and
messages left for a return call in order to order the part. Two
additional phone calls and subsequent messages were left on the next
business day, Monday 3/9/15. There were no return calls from ** until
Tuesday 3/10/15 at which point the plumbing expert realized that he
needed additional information regarding the model number and
contacted the customer. The plumbing expert obtained the information
and informed the customer that the cost for the part would be $216.00
which included overnight shipping as the customer wanted the job
completed as soon as possible. The customer stated that he wanted
the part ordered and was made aware that the job with both the part
and labor would cost $461.00 after the initial $99. fee was waived
due to the delays as a result of difficulty contacting **. The part
was ordered the same day that the customer was asked to provide
additional information regarding the model number. The customer was informed that the part arrived the following day
but due to his lack of availability scheduled the appointment for
that Friday 3/13/15. He was informed that the plumbing expert would
arrive between 8-10AM on 3/13/15. As a policy, we always provide
customers with a 2 hour window and never provide an exact expected
time of arrival. Upon arrival at 10 AM, the plumbing expert assessed
the situation and felt as though he should obtain additional gas tape
prior to starting the job in order to insure safety within the home.
As a company, we do not char** an hourly rate but rather a flat fee
for our services due to the fact that many unforeseen problems may
arise especially in situations such as this in which we are working
with a 10 year old water heater and gas is involved. We are sorry if
the customer felt inconvenienced by the time that it took the
plumbing expert to complete the job in a safe and efficient manner
however, safety is a priority for our company and our customers. We
did in fact replace the thermocouple at no charge, as the one that
had recently been put in by another company was found to be
defective. We chose not to charge him the $52.50 for the part and
replaced it at no cost to the customer. The cost of this part and
installation were never part of his bill as indicated in his
complaint.There were no changes to charges for services that negatively
effected the customer as he actually benefited from us replacing the
thermocouple free of char** and waived our initial $99.00 fee. The
customer was informed of the cost of the part including shipping
prior to the part being ordered as we obtained his consent to order
the part. I would like to clarify that the situation took five business days
to rectify and not the two weeks indicated in the customer’s
complaint. The fact that it took five business days was due to
difficulty in obtaining an answer from ** as well as the customers
lack of availability and not due to the negligence of our company.
I’m sorry that this customer feels as though he deserves a price
adjustment but we feel as though he paid a fair price and was already
provided our services at a discounted price. The water heater is as
stated above 10 years old. It was not leaking when we left and we
were never contacted by the customer that he experienced additional
problems following the completion of the job.Thank you for your time. Please feel free to
contact me at [redacted] if you require additional information.Sincerely,Michael D. H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Mr. Rooter continues to deny what happened, continues to tell untruths, and is not offering much resolution.1. There was no reason why my plumbing issue was not resolved on the 22nd.  Mr. Rooter says it was too late in the day, but the plumber was supposed to be there at noon, showed up over an hour late, took a two hour lunch, and by that time it may have been too late to resolve my issue, which is completely their fault.  Also, he was also supposed to cap the plumbing on the 22nd in the meantime, and he did not.2.  Before any work was done, we agreed that the plumber would cut open the drywall in the stairway.  It was never agreed that any of the drywall would be touched in the bathroom.  Next thing I know, I come into the bathroom, and the plumber is taking a hammer to my walls for no reason.  The credit card slip that I had no choice in signing after my walls were destroyed, was the only reference to the owner making drywall repairs.  Mr. Rooter never offered to fix the drywall.  Mr. Rooter told us that they would credit us $75 for the drywall, and then quickly retracted the offer after we mentioned posting a bad review on social media.3. I witnessed the plumber urinating, and this fact has never changed.  I am willing to go to court as well.  Mr. [redacted] is my dad.  I am the owner of the condo.  There is and never was a tenant.  I said that I witnessed the urination, not that I saw it with my own eyes.  I heard the plumber say that he had to go to the bathroom, I heard him urinating, and then I heard him say that he felt relieved, which included making an "aaaahhh" sound.I accept the offer to fix the drywall holes.  They have been repaired and I will accept reimbursement for the many hours of labor that were necessary to make the repairs.  The poor service and urinating incident constitute additional refunds. 
Regards,
[redacted]

[redacted] was one of the best plumbing experiences. Quick and cost efficient.

We had our septic system back up on us new years day. Due to the specialized nature of the problem we were having we couldn't just get any tech to come out and fix it for us. So they send out [redacted] for us today. Unfortunately for me I did not know where the main body of the septic tank was. No problem, [redacted] just kept digging holes until he found it. No complaints, no problem, no fuss and no bother. He just got it done.

So If I am asked if I would recommend Mr Rooter to someone else... Yup without a doubt. Got a complex problem with a septic tank and having a hard time finding the bugger in any case? No problem call Mr Rooter and [redacted].

We are sorry to hear that this customer is not in agreement and is unwilling to accept the facts as we have presented them.  Our original response details the steps that we took in order to please this customer.  We did in fact clear the line upon our initial visit and upon his request went out a second time and ran our machine through the line although no clog was identified.    We did in fact have a conference call with this customer in which the possibility of an additional problem other than a clog in the line was addressed and the camera was suggested.  He refused the camera stating that he did not want to pay additional money.  As stated in our original response, we cleared the main line that was full of sewage on our first visit and the line remained clear on our second visit.  We provided the service that he paid for.  Sincerely,MikeMr. Rooter

Service very professional....beyond expectations.

Mr. Rooter Plumbing responded quickly to our request. Their representative was on time, was knowledgeable, did an excellent job, had a pleasant personality and the fee was fair.

[redacted] was polite and always willing to explain things about the project. He did a good job of cleaning up after.

Excellent - diligent and pricecompetitve

[redacted] was very professional and would recommend him to any one needing plumbing services

Complaint: [redacted]
I am rejecting this response because:I received a garbled voice mail and returned a call to the number it came from. It turned out to be that of [redacted]. I left a message that she should call back to discuss the problem. No call back has been received.
Regards,
[redacted]

Technician was very polite, courteous and knowledgeable.. Located problem and fixed it right away. I recommend this company highly and ask for Matt the technician.

Will look into this and follow up with the customer.

Great business was very prompt