Mr Rooter Plumbing

Initial Business Response / [redacted] (1000, 5, 2016/02/17) */ I have read your complaint and you have formed an opinion about us that is inaccurate and I think will be difficult to change but I will try Pricing over the phoneWe (and all MrRooter's in north America) do not price over the phone Why, well many years ago when office staff unfamiliar with plumbing remedies tried to give prices over the phone misdiagnosed over the phone customers got angry and accused us of mis-leading themJust like you doctor will not prescribe medication over the phone a good plumber will not diagnose over the phone eitherYou never know what contributing factors there are that may change the situation or its resolution Pricing - As for comparable companies that have insurance, do criminal records checks on employees and have systems in place to protect the customer our prices are very similarThere may be companies that work cheaper but they would not be talking to you now or whenever you have a problem It is part of our office staffs training to always tell the customer about our dispatch feeIt is part of the script that sits in front of themAs you were calling around you may have noticed it is very common for Edmonton companies to charge a dispatch feeIt is also sometimes called a callout fee or even a truck charge but I am sure you can understand that if someone is going to pay for a staff member to answer your call, send a technician in a service van to your home there are costs and maintaining a minimum charge is imperative for businesses to keep the lights onIf the CSR did not tell you about this charge please accept my apologiesI will talk to the girl who handled you call to ensure she remembers to discuss this part of our service I hope you can understand my explanations hereDon't hesitate to call and ask for the General Manager if you would like to discuss further Have a great day Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi & thank you for taking the time to respond back In perfect world things would work out easily & situations like these would never happen in the first place I'm not the type of person who enjoys going around writing negative comments for fun In fact I type of person who goes around spreading positive feedback to help others But something like this has really brought to my attention some unfortunate things that are going on that I just had to voice my opinion about it to clear things out, resolve conflict, & to help advocates for others so that they can make a better informed decision based on my experiences My toilet became clogged & I called my regular Plumber who I've been using for years, but unfortunately, he recently passed away.He never charged any Dispatch Fees or Fuel Fees in the past to come do home estimates & was always upfront about his fees So I went on a search for a new plumberAs luck and/or coincidence would have It, I did NOT come across anyone who mentioned dispatched fees or fuel fees, nor any fees in general to come to access the situation & give quotes.All they mentioned was the Overall Cost to fix the problem on phoneThe people I spoke to were very upfront about fees when I asked I did find one gentleman who gave a Range of Potential Costs depending on the severity of the job & said he had to come access the site first to give a proper quote; He came & did the home estimate for FreeHe quoted a price of $to fix it, which I thought was quite expensive now considering I just lost my job still have family responsibities such as children to take care of In the past, during the good economic times, I had many contractors visit my old house & old work office, to access the work site & give FREE estimates/pricingSome examples are: babysitters; ceiling/roofing contractors; wall & insulation contractors; Windows sales reps; flooring reps; lighting reps; HVACs (furnaces, ventilation, Air Conditioners); gardener; & yes, even plumbers as well such as the ones mentioned above All those site estimates were done for free I just assumed since the CSR at MrRooter's did not mention any dispatch fees on SEVERAL phone calls (even when I explicitly asked about costs) that it was naturally free as well, just like those other contractors from my past In fact, there are even some Dentists, Dermatologists, & Optometrists, to name a few, that do offer Free Consultations.Examples are those seeking clients, offering [redacted] Skin regiments, or pitching laser eye surgery But for the Medical Pros who do not offer free consultations,they're very upfront & explicit with costs; never was I surprised by sudden surprise fees Now back to the Home contractors: No contractor (at least until Mr.Rooter's came by) has ever charged me for a Home/Site visit just to give a quote/pricing, which includes past Plumbing business as well Maybe it just coincidence or the luck of the draw The only plumbers who came to my home did Not charge any fees for estimates And the ones I got a quote over the phone told the overall flat cost & would only charge it if I accepted the quote.Never did I felt like someone was purposely trying to hide things from me, especially when I explicit asked about fees Those companies I phoned did not mention any Dispatch Fees Or Fuel Charge which MrRooter's hadMrRooter's Edmonton Fees were approx $15-Fuel Charge on top of approx $Dispatch Fee.Now, depending on the vehicle, $15-Fuel Surcharge is enough to drive from Edm to Red Deer, which seemed excessive considering the Contractor was driving around in Edm Area In fact I do wish someone had told me about dispatch fees or fuel charge fees, that way this situation would not happen But again, I did make the effort to your CSR numerous times about Costs & felt angry that she omitted this key info on several attempts; many people would agree, that it's the responsibility & duty of a REPUTABLE company to acknowledge or mention IMPORTANT, MANDATORY fees when a customer explicitly questions about costs [redacted] NOT try to hide it, & then surprise the customer later on with sudden hidden charges that just spring up out of no-where Now, had this had happened to you, I believe you would also be unhappy as well, eh? Anyway, I came across MrRooter's Edm from various links on Social Media or [redacted] The website looked friendly; your company won wards for great service for years straight; good ratings; accredited with Revdex.com; & most importantly, because there's a video of the owner, [redacted] , who looked like your friendly neighborhood plumber who seemed to have a passion for his work & genuinely cared about helping his fellow Edmontonian I'm upset because a company who looked good with awards for years & with an owner who looked like a good family man would (most likely unknowingly) run a business where customers got deceived due to questionable sales tactics of some employees The Contractor Agent who came was nice & dressed in clean attire [redacted] If this issue had happened during the past when we Albertans were doing great in economical terms, I would of went ahead & paid to your company to fix it [redacted] Anyway, The Contractor told me to take this as "Learning experience" so that it does not happen again in the future I don't mind learning from mistakes in order to get betterBut I ask you, what kind of trustworthy, reputable, award-winning, long term success company has to resort so low & use questionable, borderline scamming tactics in order to get small sums of money from Customers who are already down on their luck? [redacted] Why does a customer have to go through these "learning experiences" that was created by a CSR's deceitful sale practice? Especially to such a highly accredited business with such good reputation & ratings...why would such a supposedly good company steep so low to peddle chump change from unknowing customers, just so the customer could "learn" & not be screwed over by the company again in the future Sorry I seem kind of brashI like to hope that the actions of a few employees at MrRooter's does Not reflect the overall integrity of MrRooter's Edmonton as a whole The Owner, Mr [redacted] , on the Video, looked like your Friendly, Neighborhood Plumber / Friend, who seemed to want to build longterm relationships with customers out of reputable, quality service, & trust I like to hope that Mr [redacted] is respectable person who I could call a friend, who cares more about his company's longterm success; & not risk staining his reputation to make short term "quick buck." I'm happy you talked to the CSR, but I still feel unfairly taken out of money for fees which I was not made aware of, even when I explicitly asked about costs several times [redacted] If you or someone you know were ever in my situation, maybe you can relate In order to resolve this issue, please provide some sort of refund Upon proper resolution, I would be happy to pass on the word & update my reviews about your company on various medias that the mis-actions of a sales person, does Not in anyway, reflect the overall integrity & quality of the company or its owner, [redacted] Because again, I'm not the type of person who enjoys spreading negativityI did admire the person who took the time to respond to me originally, as well as the friendly nature of some employees I don't want to have a bad taste in my mouth, especially from what I hope is a simple accident/misunderstanding from a Reputable & Trustworthy Company who cares more about long term success & not short term methods to make a quick "chump change" buck If situations were different economically, such as in the past when the economy was going well, or in the future when the economy recovers, I don't mind doing business again with MrRooter's if they Go out of their way to demonstrate Good Will towards their customers [redacted] Thank you for your time in helpi Final Business Response / [redacted] (4000, 9, 2016/03/01) */ We spoke to the customer and let him know we called him after responding him on the 17th of Feb with the intention of providing a refund of the dispatch fee and he never called backHe apologized for not doing soToday we refunded the fee and he said he would tell all his friends what a good company we were to work with Final Consumer Response / [redacted] (2000, 11, 2016/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes the previous response is correctThank you very much again for going out of your way to help us during this difficult timeWe will not forget what you have done for us, as well your actions do truly prove that your company does care more about Customers and that is probably the main reason you have been around so long and won some great customer satisfaction awards for many years in a row I also updated my messages on various social media about MrRooter's to reflect itIt goes like this: "I like to update my position on MrRooter's After a brief period of misunderstandings, Mr.Rooter's has taken the high ground and acted in good faith to fix this situation because I believe they care more about Customers' satisfaction and their long term reputation and successThe staff and manager(s) at MrRooter's contacted me and also responded back to my complaints before, understood the situation, fixed their internal problems and went out of their way to make me happy Times have been tough in Alberta recently, with many people falling on hard timesI felt that the people there, especially the General Manager(s) understood the plight of the everyday Albertan and thought it was much more important for us to work together, as a community, through this hard time in the economy until times become great again Originally, I chose MrRooter's because online reviews and also because of the reputation of long-term, good quality customer service, as well as the YouTube video, in which you see the owner, Mr [redacted] speaking about his long term success in establishing excellence in his companyFrankly, he looks like your Friendly, Neighborhood Plumber and that was one of the main reasons I originally went with the companyThe company went out of their way to help me through these tough economic times in Alberta, and I and my children will not forget itWe are happy that the GM(s) went out of their way to help us I do definitely hope to do business again with MrRooter's in the future on better terms when things improve economically, because the Actions MrRooter's has taken recently to help us during this difficult time has truly shown us that they are the real deal; that they do indeed care more about their Customers satisfaction, as well as their longterm successI wish [redacted] and The General Manager(s) the best! [redacted] "

In response to complaint # [redacted] The customer called in to advise they were having issues with the sewer backing up again after having service on July We pulled up the invoice in question [redacted] The invoice did say there would be no Warranty due to roots in the line and the customer was advised that additional work would be required to prevent from happening in the future Mr [redacted] does have this invoice and we advised him because the root cause of the problem is not being addressed there would be no warranty on the cabeling and there would be additional charges if he wanted us to come back again Mr [redacted] did clear initial and sign the invoice with these commentsThe invoice does state “ Tested with water for minutes, passed test“ We did apologize , but could not send a technician out to the property for a warranty Mr [redacted] did not agree and ended the call

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

*** They charged me almost $for a 6+ ft pvc and abs (no installation/labour cost) When I googled the price of those, the total cost is less than $

Complaint: ***
I am rejecting this response because:I was not advised ahead of time there would be no warranty for the work performed,only when the technician asked for payment did he ask me to sign the invoice.I had another company do the same work and the problem was resolved
Sincerely,
*** ***,

Initial Business Response /* (1000, 10, 2015/09/17) */
First - The initial service that the customer paid us for worked fine for a week without issue or complaint from the customerAs we do not know under what conditions the subsequent blockage was it is unreasonable for the customer to expect us
to provide subsequent drain cleaning at no costThey have agreed to this on the t&c of the contract
Second - When the customers called us in the morning looking for service (which they hoped would be warranty) we were unable to get a tech out there that morning and they wanted service now so they called another company on their own dime
Three - When our service manager called back the customer to discuss the issue we apologized for not being able to get there a quickly as they wanted and *** understood that they did not give much time and after we finished the conversation we understood the issue to be closed
***
Initial Consumer Rebuttal /* (3000, 12, 2015/09/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Since MrRooter has provided a point argument, I will discuss each point in turnFirst I paid $for your serviceThe terms and conditions on the contract on the reverse of the receipt was never explained to me and invisible to me since I have a visual impairmentEven a sighted person would have difficulty reading the documentThis is a deceitful way of hiding a company's liabilitySecond I had raw sewage coming up from the showerImmediate attention was requiredI was told by the receptionist at 9:24AM that the service manager (Kevin) would give me a call on my cell phone after a meetingThere was no call by 12:51PMSo I called again and the receptionist told me that Kevin had left the office***So that is why another company was hired to get rid of the disgusting messThird I never received the courtesy of a return phone call from the service manager (Kevin)Laura, the office manager, left a message for me on the home phone to call herI phoned and she told me that MrRooter has no responsibility in this matterI asked to speak to the service manager and she told me that complaints are her department not hisSo I was refused the opportunity to speak to KevinI told Laura that I did not consider the matter closed and the Revdex.com will be contacted*** *** That is why I am requesting the $refund from MrRooter
Final Business Response /* (1000, 16, 2015/10/08) */
I have reviewed the customers response and empathize with the situation but still see no fault of MrRooterWe feel we have made ourselves clear in previous responses and feel there is no new information that should change our decision
Final Consumer Response /* (3000, 18, 2015/10/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have yet to receive a reasonable defense from MrRooter to deny my request for a partial refundI have read many excuses from MrRooter regarding the near invisible legalize on the back of the receipt to the incorrect communication between Laura (the office manager) and myselfI have never spoken to the service manager (Kevin)I asked multiple times to speak to Kevin (service manager) regarding my service but was told NO by Laura or blown off by the receptionist*** I am still requesting a refund of $

Initial Business Response /* (1000, 5, 2016/04/21) */
Not sure why there is a complaint here
1) You were notified "before" you booked the call that you would be charged a dispatch fee for coming onsite and providing you with a written estimateWhich you agreed to
2) Our technician was
prompt and courteous and provided you the estimate which you declined based on priceAt this time our dispatch fee was due
3) To avoid paying the dispatch fee you offered our technician $cash to not charge you the full amount of the invoice which our technician refused
4) you then said you would send a cheque in the mailWhen our technician suggested instead of a cheque he take your payment with the debit machine he carries you fessed up that you had no intention of paying
5) Service was provided to you in St Albert, so comments to the Edmonton Revdex.com do not seem correct
6) You still have not paid for servicesuntil then I do not see why you are complaining
Our service is clear an upfrontWe come out and look at your problem and provide an estimateIf you agree, we start work immediately, if not you pay the dispatch feeI am comfortable with our practicesThey have served our customers and the company well for years
*** *** *** *** *** *** *** *** ***
*** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ***
We expect you will do the right thing and follow through what you agreed to and pay your dispatch feeWe look forward to receiving payment ASAP
Have a good day

Initial Business Response /* (1000, 5, 2015/09/21) */
Our service manager has attempted several times to leave a message to arrange a site visit but the customers voicemail has been full
We are trying to reach the customer presently
Initial Consumer Rebuttal /* (3000, 7, 2015/09/22)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
Was home all day yesterday, voicemail not full
Will be at work today ***
Would love to have manager come and take a look
Asked for this originally as well offered to send pictures via email
Final Business Response /* (4000, 9, 2015/09/23) */
Our manager was onsite and we have agreed on a customer retention/satisfaction credit with the customerWe understand the issue to be resolved
Final Consumer Response /* (2000, 11, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: ***
I am rejecting this response because: MrRooter wanted to send the same man to fix what he couldn't fix in visitsI want my money backI know it might seem impractical but I paid for a job that did not get done the first timeSomething should happen to him, very rude and I want him to understand how so very wrong he was to treat me like he didI don't know, I just don't know
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/05) */
On behalf of Mr. Rooter Edmonton I would like to apologize for not providing the service level you deserved. As agreed on the phone today we will be processing a partial refund and getting that out to you asap.
Initial Consumer Rebuttal /*...

(2000, 12, 2016/01/22) */
Thank you very much for helping us out on this case , mr rooter company was very nice and they made a settlement with us and they prove that they were a good company once again thank you

Initial Business Response /* (1000, 5, 2016/02/17) */
I have read your complaint and you have formed an opinion about us that is inaccurate and I think will be difficult to change but I will try.
1. Pricing over the phone. We (and all Mr. Rooter's in north America) do not price over the phone. ...

Why, well many years ago when office staff unfamiliar with plumbing remedies tried to give prices over the phone misdiagnosed over the phone customers got angry and accused us of mis-leading them. Just like you doctor will not prescribe medication over the phone a good plumber will not diagnose over the phone either. You never know what contributing factors there are that may change the situation or its resolution.
2. Pricing - As for comparable companies that have insurance, do criminal records checks on employees and have systems in place to protect the customer our prices are very similar. There may be companies that work cheaper but they would not be talking to you now or whenever you have a problem.
3. It is part of our office staffs training to always tell the customer about our dispatch fee. It is part of the script that sits in front of them. As you were calling around you may have noticed it is very common for Edmonton companies to charge a dispatch fee. It is also sometimes called a callout fee or even a truck charge but I am sure you can understand that if someone is going to pay for a staff member to answer your call, send a technician in a service van to your home there are costs and maintaining a minimum charge is imperative for businesses to keep the lights on. If the CSR did not tell you about this charge please accept my apologies. I will talk to the girl who handled you call to ensure she remembers to discuss this part of our service.
I hope you can understand my explanations here. Don't hesitate to call and ask for the General Manager if you would like to discuss further.
Have a great day.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi & thank you for taking the time to respond back
In perfect world things would work out easily & situations like these would never happen in the first place.
I'm not the type of person who enjoys going around writing negative comments for fun.
In fact I type of person who goes around spreading positive feedback to help others
But something like this has really brought to my attention some unfortunate things that are going on that I just had to voice my opinion about it to clear things out, resolve conflict, & to help advocates for others so that they can make a better informed decision based on my experiences.
My toilet became clogged & I called my regular Plumber who I've been using for years, but unfortunately, he recently passed away.He never charged any Dispatch Fees or Fuel Fees in the past to come do home estimates & was always upfront about his fees.
So I went on a search for a new plumber. As luck and/or coincidence would have It, I did NOT come across anyone who mentioned dispatched fees or fuel fees, nor any fees in general to come to access the situation & give quotes.All they mentioned was the Overall Cost to fix the problem on phone. The people I spoke to were very upfront about fees when I asked.
I did find one gentleman who gave a Range of Potential Costs depending on the severity of the job & said he had to come access the site first to give a proper quote; He came & did the home estimate for Free. He quoted a price of $180 to fix it, which I thought was quite expensive now considering I just lost my job still have family responsibities such as children to take care of.
In the past, during the good economic times, I had many contractors visit my old house & old work office, to access the work site & give FREE estimates/pricing. Some examples are: babysitters; ceiling/roofing contractors; wall & insulation contractors; Windows sales reps; flooring reps; lighting reps; HVACs (furnaces, ventilation, Air Conditioners); gardener; & yes, even plumbers as well such as the ones mentioned above
All those site estimates were done for free.
I just assumed since the CSR at Mr. Rooter's did not mention any dispatch fees on SEVERAL phone calls (even when I explicitly asked about costs) that it was naturally free as well, just like those other contractors from my past.
In fact, there are even some Dentists, Dermatologists, & Optometrists, to name a few, that do offer Free Consultations.Examples are those seeking clients, offering [redacted] Skin regiments, or pitching laser eye surgery
But for the Medical Pros who do not offer free consultations,they're very upfront & explicit with costs; never was I surprised by sudden surprise fees.
Now back to the Home contractors: No contractor (at least until Mr.Rooter's came by) has ever charged me for a Home/Site visit just to give a quote/pricing, which includes past Plumbing business as well.
Maybe it just coincidence or the luck of the draw.
The only 2 plumbers who came to my home did Not charge any fees for estimates.
And the ones I got a quote over the phone told the overall flat cost & would only charge it if I accepted the quote.Never did I felt like someone was purposely trying to hide things from me, especially when I explicit asked about fees.
Those companies I phoned did not mention any Dispatch Fees Or Fuel Charge which Mr. Rooter's had. Mr. Rooter's Edmonton Fees were approx $15-20 Fuel Charge on top of approx $75 Dispatch Fee.Now, depending on the vehicle, $15-20 Fuel Surcharge is enough to drive from Edm to Red Deer, which seemed excessive considering the Contractor was driving around in Edm Area.
In fact I do wish someone had told me about dispatch fees or fuel charge fees, that way this situation would not happen.
But again, I did make the effort to your CSR numerous times about Costs & felt angry that she omitted this key info on several attempts; many people would agree, that it's the responsibility & duty of a REPUTABLE company to acknowledge or mention IMPORTANT, MANDATORY fees when a customer explicitly questions about costs.
[redacted] NOT try to hide it, & then surprise the customer later on with sudden hidden charges that just spring up out of no-where.
Now, had this had happened to you, I believe you would also be unhappy as well, eh?
Anyway, I came across Mr. Rooter's Edm from various links on Social Media or [redacted].
The website looked friendly; your company won wards for great service for 7 years straight; good ratings; accredited with Revdex.com; & most importantly, because there's a video of the owner, [redacted], who looked like your friendly neighborhood plumber who seemed to have a passion for his work & genuinely cared about helping his fellow Edmontonian.
I'm upset because a company who looked good with awards for 7 years & with an owner who looked like a good family man would (most likely unknowingly) run a business where customers got deceived due to questionable sales tactics of some employees.
The Contractor Agent who came was nice & dressed in clean attire
[redacted]
If this issue had happened during the past when we Albertans were doing great in economical terms, I would of went ahead & paid to your company to fix it
[redacted]
Anyway, The Contractor told me to take this as "Learning experience" so that it does not happen again in the future.
I don't mind learning from mistakes in order to get better. But I ask you, what kind of trustworthy, reputable, award-winning, long term success company has to resort so low & use questionable, borderline scamming tactics in order to get small sums of money from Customers who are already down on their luck?
[redacted] Why does a customer have to go through these "learning experiences" that was created by a CSR's deceitful sale practice? Especially to such a highly accredited business with such good reputation & ratings...why would such a supposedly good company steep so low to peddle chump change from unknowing customers, just so the customer could "learn" & not be screwed over by the company again in the future.
Sorry I seem kind of brash. I like to hope that the actions of a few employees at Mr. Rooter's does Not reflect the overall integrity of Mr. Rooter's Edmonton as a whole
The Owner, Mr. [redacted], on the Video, looked like your Friendly, Neighborhood Plumber / Friend, who seemed to want to build longterm relationships with customers out of reputable, quality service, & trust.
I like to hope that Mr. [redacted] is respectable person who I could call a friend, who cares more about his company's longterm success; & not risk staining his reputation to make short term "quick buck."
I'm happy you talked to the CSR, but I still feel unfairly taken out of money for fees which I was not made aware of, even when I explicitly asked about costs several times.
[redacted]
If you or someone you know were ever in my situation, maybe you can relate.
In order to resolve this issue, please provide some sort of refund.
Upon proper resolution, I would be happy to pass on the word & update my reviews about your company on various medias that the mis-actions of a sales person, does Not in anyway, reflect the overall integrity & quality of the company or its owner, [redacted].
Because again, I'm not the type of person who enjoys spreading negativity. I did admire the person who took the time to respond to me originally, as well as the friendly nature of some employees.
I don't want to have a bad taste in my mouth, especially from what I hope is a simple accident/misunderstanding from a Reputable & Trustworthy Company who cares more about long term success & not short term methods to make a quick "chump change" buck.
If situations were different economically, such as in the past when the economy was going well, or in the future when the economy recovers, I don't mind doing business again with Mr. Rooter's if they Go out of their way to demonstrate Good Will towards their customers.
[redacted]
Thank you for your time in helpi
Final Business Response /* (4000, 9, 2016/03/01) */
We spoke to the customer and let him know we called him after responding him on the 17th of Feb with the intention of providing a refund of the dispatch fee and he never called back. He apologized for not doing so. Today we refunded the fee and he said he would tell all his friends what a good company we were to work with.
Final Consumer Response /* (2000, 11, 2016/03/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes the previous response is correct. Thank you very much again for going out of your way to help us during this difficult time. We will not forget what you have done for us, as well your actions do truly prove that your company does care more about Customers and that is probably the main reason you have been around so long and won some great customer satisfaction awards for many years in a row.
I also updated my messages on various social media about Mr. Rooter's to reflect it. It goes like this:
"I like to update my position on Mr. Rooter's.
After a brief period of misunderstandings, Mr.Rooter's has taken the high ground and acted in good faith to fix this situation because I believe they care more about Customers' satisfaction and their long term reputation and success. The staff and manager(s) at Mr. Rooter's contacted me and also responded back to my complaints before, understood the situation, fixed their internal problems and went out of their way to make me happy.
Times have been tough in Alberta recently, with many people falling on hard times. I felt that the people there, especially the General Manager(s) understood the plight of the everyday Albertan and thought it was much more important for us to work together, as a community, through this hard time in the economy until times become great again.
Originally, I chose Mr. Rooter's because online reviews and also because of the reputation of long-term, good quality customer service, as well as the YouTube video, in which you see the owner, Mr. [redacted] speaking about his long term success in establishing excellence in his company. Frankly, he looks like your Friendly, Neighborhood Plumber and that was one of the main reasons I originally went with the company. The company went out of their way to help me through these tough economic times in Alberta, and I and my children will not forget it. We are happy that the GM(s) went out of their way to help us.
I do definitely hope to do business again with Mr. Rooter's in the future on better terms when things improve economically, because the Actions Mr. Rooter's has taken recently to help us during this difficult time has truly shown us that they are the real deal; that they do indeed care more about their Customers satisfaction, as well as their longterm success. I wish [redacted] and The General Manager(s) the best!
[redacted]"

In response to complaint #[redacted]. The customer called in to advise they were having issues with the sewer backing up again after having service on July 31. We pulled up the invoice in question [redacted]. The invoice did say there would be no Warranty due to roots in the line and the...

customer was advised that additional work would be required to prevent from happening in the future.  Mr [redacted] does have this invoice and we advised him because the root cause of the problem is not being addressed there would be no warranty on the cabeling and there would be additional charges if he wanted us to come back again.  Mr [redacted] did clear initial and sign the invoice with these comments. The invoice does state “  Tested with water for 10 minutes, passed test. “.  We did apologize , but could not send a technician out to the property for a warranty . Mr [redacted] did not agree and ended the call.

Mrs [redacted] personally selected the most expensive Grohe faucet off of our vehicle after presenting her with three options. Mrs [redacted] was then given a twelve (12) percent discount off of the work performed and we waived the trip charge to Madras. The service technician also provided and installed a new...

arrowhead frost proof hosebibb at no cost! After learning that Mr [redacted] was unhappy with our services I personally called, leaving a voice mail on May 1st, and May 4th. After talking with Mrs [redacted] and discussing her concerns on May 4th I agreed to send our technician out at no charge, to tighten the loose faucet. When our office manager called to schedule this work on Monday the 8th, Mrs [redacted] indicated that she "does not want anyone from Mr Rooter stepping a foot into her home".

After looking into this matter in great detail with
the technician, manager, and dispatcher, as well as reaching out to the customer, both parties have come to a
solution to resolve this matter. As of today, 08/01/2014, the issue has
been resolved.

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]