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Mr. Rooter Plumbing

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Mr. Rooter Plumbing Reviews (226)

We experienced a major plumbing problem in Feb. 2014, that required replacing a main clay pipeline, surrounded by clay soil. Having done business with this Company over 20 yrs. for annual maintenance, we contacted Mr. Rooter. Response was within a few hrs. Evaluation was very thorough, estimate was more than we anticipated; but in ballpark for supplies, labor, city permits and scope of job, which took appx. 5 days. Manager on job was [redacted], who explained and discussed all aspects of repair in detail. Daily Job Supervisor, [redacted], was excellent. Kept us informed daily. thru whole process. Working crew was on time, polite, and cleaned up work area on a daily basis. Office staff, [redacted], very pleasant, helpful and communicative. Calls were answered and returned quickly. When I needed to speak to owner, Mr. [redacted], call was returned promptly; all questions and concerns were addressed. We feel excellent service was received, and would not hesitate to recommend them. We will continue to call them for annual maintenance.

The plumber, [redacted] did an outstanding job at a reasonable price!

I will follow up and see if that has been taken care of. If not, I will have it sent out by Monday!!

Both [redacted] and [redacted] worked hard and were very caring and helpful. They went above and beyond to do do the job, They cleaned up the job site to make it even better than it was before.

Please send a confirmation email that you received this attached response to me at  [redacted]
 
Thank you

Good Afternoon,After reviewing this complaint, we do not feel as if a return is warranted.  The customer called in on May 4th with a clogged drain.  We dispatched one of our technicians to the job and he ran a cable through the line successfully opening it.  With our plumbing services...

we do off a complete video inspection of the line.  We charged the customer $358.23 and applied a $20.00 coupon bringing the total charge to the customer to $338.23.  After the video inspecting the line, thetechnician noticed that there was a lot of sludge build up and the only thing that would take care of the issue would be to hydro scrub the line.  The customer approved of the work.  We did the camera on the 6th and 10 days later the hydroscrub was done.  At this timer we don't see where we misled the customer in any way.  As far as the complaint about being late on the camera, we apologize about that.  It seems like there may have been some miscommunication.  As far as the manager being rude, that is not like us and we will investigate to see if a call was made by the manager.  We don't feel like we should be refunding any money at this time.  The job was completed and we did our part, even if the clog was on the city side the way they claimed.  There is no way for us to know because after we cleared the line they were open and flowing.Thanks,Bashir S[redacted]

Good Morning, I will be refunding customer the $79.00. Please allow 5 to 7 days Thanks, [redacted] Mr. Rooter...

Plumbing

Dear [redacted],I am writing to you in response to the recent
complained with the assigned ID [redacted]. 
Thank you for contacting me regarding this situation as the customer in
question did not provide you with the details of the situation.  We were contacted by the customer on...

10/12/16
as a result of a sewage backup in the basement at the residence of
service.  Upon arrival at the home, we
learned that there was no electricity in the home and required the use of a
neighbor’s electricity to utilize our machines. 
Upon arrival, there was water, sewage and debris on the basement
floor.  The drain line was cleared by our
plumber.  The line was cleared from the
outside due to the fact that the line was highly pressurized due to the fact
that the sewage was fully backed up through the line to the city main line.
Floor drains are typically cleared from the outside.  Upon clearing the drain, the water in the
basement receded and sewage and baby wipes were left on the floor.  The plumber flushed all toilets, ran the sink
and tub lines and there was no water appearing in the basement which signifies
that the line was clear. We have a picture of the basement following the
recession of water and the debris left on the floor.  The customer was contacted and provided the
name of a restoration company to which he stated that he would have his
maintenance man clear the basement floor. He was warned that the maintenance man
should not push the sewage and debris back into the drain or an additional clog
would occur.  He was provided a 30 day
one time guarantee for the service provided. 
We were contacted a second time by this customer on 10/15/16 at which
point he stated that he had poured a glass of water down the floor drain and
that it backed up.  He told us to use the
lock box to enter and that his maintenance man would check in with the plumber
at the house.  Upon arrival, the plumber
let himself into the vacant home as per the owner’s instruction and learned
that there was still no electricity.  The
neighbor was not at home and the maintenance man never arrived to help provide
electricity.  While at the house, the
plumber flushed all the toilets, ran the sink and tub lines and there was no
visible water in the basement or near the floor drain. Please note that the
floor drain is the lowest point and therefor if there was a back-up, water
would be present at the basement floor drain when sinks, toilets and tubs are
utilized.  The floor had been cleared of
debris but toilet paper was present on the floor drain.  On this date, we contacted the customer with
this information and told him that the maintenance man never arrived.  The plumber reported his finding but stated
that he could not run the line as per customer’s request, due to lack of
electricity.  We returned the following
day, 10/16/16, for a third time in which we brought our own generator to run
the machine.  The plumber once again ran
the sink, tub and flushed the toilets and there was no clog found or water in
the basement or near drain.  The plumber
ran the main line from the outside and found that the line was clear. It should
be noted that although the line was clear, he did pull back 2 baby wipes and
grit which although they were not clogging the line signifies possible abuse of
the line and if wipes continued to be flushed would cause an additional clog in
the future.  The customer was provided all of this information and it was recommended
that we camera the line to see if there was an additional problem causing his
concerns with the basement floor drain. 
He refused to have us camera the line.  Please note that we did in fact provide this customer with
the service that he paid for which was clearing the line.  There is no clog present and there was no additional
sewage back up found which is the service that he paid for with our
company.  There is a possibility of an
additional problem within the line which may cause problems in the future but
since he did chose not to pay to have us camera the line in order to identify
the problem we cannot accurately diagnosis his possible secondary problem.  Please feel free to contact me with any additional questions
or concerns.Sincerely,Michael *. H[redacted]Mr.Rooter

This complaint has been addressed and closes on the other company account

Our Vice President Ariel Turner has reached out to our client and they have reached a refund amount. The refund will be processed from our corporate office and mailed directly to the client.  If further information is needed please feel free to contact our corporate office at...

888-450-9675.  College Works Painting

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]

Great Customer Service, priced in line with everyone else and went the extra mile to make sure I was happy with their work.

Honest, reliable service. Fairly priced. Bill is the man to see for Tankless Water heater installation!

Ms. [redacted],[redacted] reached out to Ms. [redacted] regarding complaint number [redacted] on 12/17/2014.  We have arranged for our master plumber to return to Ms. [redacted]'s home to further assess and diagnose the issue at hand.  We will follow up with the Revdex.com once we have...

determined what if any appropriate remedy is required. Per the customer's request this site evaluation will take place on 12/23/2014.Regards,[redacted]General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Refund not issued.
Regards,
[redacted]

July 30, 2015 Revdex.com Serving New Mexico and Southwest Colorado 7007 Jefferson St NE Suite A Albuquerque, NM 87109 PH 505-346-0110 Fax 505-346-0696 Reference: ID [redacted] The customer had major plumbing issues with sewer line, toilet could not be used and since there was only one toilet in the home, we pulled crew from other jobs to make repairs for the customer. All work performed by Mr. Rooter Plumbing is quoted upfront, there are no hidden costs. The customer knew the cost of the job before any work was done. As you can see by the attached invoice a price was given to the customer and the customer signed service authorization before work began agreeing to the price. There was a no charge for the cabling job to help keep the price down. The customer agreed to pay $1,000.00 down and the balance when the customer's wife received her student loan, which at that time was supposed to be two weeks. The customer never called our office to complain. When we contacted the customer's wife on July 6, 2015, we were told they were turning us over to the Revdex.com and she hung up on us before we could ask any questions. The amount charged was $1,879.49 with tax of $138.61. Our price never changed as you can see by the invoice. Our senior discount is 5% which amounts to $98.97 plus tax of $7.30 for a total of $106.27. Bid jobs, which this was, is normally not given discounts, everything is figured into the job total. Customer has broken his word by not following through with the verbal agreement made to pay balance of invoice. Balance owing is $1,018.10. I will give the customer the above discount of $106.27 which leaves a balance of $911.83 which will be turned over to our attorney for collection. Customer signed at the bottom of the invoice that he accepted work performed and agreed to pay attorney fees and court costs if necessary to collect the balance owed. I feel the customer is trying to get out of paying the balance that he and his wife agreed to pay. They had no complaints when the work was completed and thanked the technicians for taking care of their plumbing problem. If you need anything further, please contact the office. Chris [redacted] Mr. Rooter Plumbing P.O. Box 564 Farmington, N. M. 87499505-325-9100 505-325-7783 Fax

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.  
The company has not addressed the issues of this dispute.  What is at issue is the failed repair due to the use of an improper adhesive not additional freezing due to cold temperatures.  The reason I suspect the adhesive was the cause of the cap popping off  has to do with the conditions under which the pipe failed and the state in which the pipe was found. From a condition standpoint, the cavity in which the pipe resides was exposed to heated air from inside the condo/home. There were 3 very large openings in the wall from inside the unit that allowed for large amounts of heated air to flow in behind the wall. There was no way possible for the temperature inside the wall to be any where close to freezing given the flow of heated air. The state in which I found the pipe was rather unusual. I was expecting to see/find hard pvc pipe either split or busted but what I found was soft (almost spongy) pvc pipe directly in the area in which the cap was secured with adhesive the repair man purchased from [redacted] that day.  I could literally press my finger nail into the pipe and pinch it causing the pipe to change shape like it were a piece of soft clay.  Additionally, the pipe had a slight bubble like shape in the area just before the cap - see attachments.  It was obvious glue was applied in this area as well.  I have pictures (which you will find attached) and the actual piece of pipe with the partially attached cap if this will further help you understand that this failed repair was not due to a frozen pipe.I did ultimately speak with Mr [redacted] but it was not on 2/24/15. The businesses response would leave you to believe I spoke with the manager in February but that was not the case. When I finally spoke with Mr [redacted], it was at roughly two/three weeks into the month of March.  It took at about 3 weeks of calling a second repairman and/or the Mr. Rooter offices before I ultimately spoke with a manager.   The company has not met the agreement they outlined in their response because there agreement revolves around additional freezing and that was not the case when the repair failed.  
Regards,
[redacted]

Just got of the phone with the customer. We are resolving the issue.

They were the only company to come to my home on a weekend and take my plumbing issues seriously. The guy was very nice and explained everything.

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.

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Description: Plumbers

Address: 250 State Street, Greeneville, Virginia, United States, 37743

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