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Mr. Rooter

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Mr. Rooter Reviews (3)

This company currently does not meet the state licensing requirements for its service plumbing technicians. The owner and service manager are the only licensed plumbers and they are not the ones that will come to your home to do the work. [redacted] and [redacted] are only apprentice plumbers which by law cannot run a service truck alone. This can be verified at tsbpe.state.tx.us

Review: On April, 14 2015 I hired Mr. Rooter to install a toilet. They charged me $195.00 to install the toilet which took approximately six minutes worth of labor. While I thought this was extremely expensive I agreed to pay that amount for the piece of mind of having a licensed professional company do the job. The installation of the toilet resulted in the flooding of my home and thousands of dollars worth of damage. When Mr. Rooter was contacted their primary concern seemed to be to escape liability rather than any sort of concern for the destruction in my home. I was told that all my plumbing needed to be replaced and that they charged $85.00 an hour for labor plus materials. The plumber said that he has done this in the past in a day and a half. I told him that my primary concern was that I was standing in a flooded home that I just put $5000.00 dollars worth of new flooring in. Why would I hire them to do more plumbing at this point? He mentioned that they also owned a restoration company. I said that is what needed to happen first but that I felt I shouldn't be charged for any of this. He stated that his boss may or may not take care of it he didn't know. I asked him to please contact him. He talked on the phone to someone I assumed it was his boss. I don't think he knew that we could hear what he was saying, but we heard him ask if he should write up an invoice for coming out today. He also stated, "It's a 30 year old trailer what did she expect?" When he came out he said that he was going to unhook the hose in the toilet and put it back the way he found it and take some pictures and leave. I told him that I could not believe that any legitimate company would deal with this situation like that and that I was going to call my attorney to find out what to do. He told me that they were a legitimate company that had been around for a long time nothing like that had ever happened before and that they had legal counsel and we could let them deal with it. I said I couldn't believe the owner was trying to find ways to make more money from me instead of addressing the problem. He stated that he hadn't spoke to the owner but a senior plumbing tech and that he didn't know what the owner would or wouldn't do because he was unavailable. I asked for their attorney's information and he said he didn't know who their attorney was so he couldn't give me that information. He said he was sure the owner would contact me at some point. I spoke to my insurance and opened a claim with them. They told me to get their insurance information. I called Mr. Rooter and left a message saying who I was and that I needed to get their insurance information. I didn't hear back from them so I called back. They said they had gotten my message but that they did not feel comfortable giving me that information. I was told the owner was out of town till next Wednesday and I could ask him.Desired Settlement: 1) I would like Mr. Rooter to conduct their business with me in an ethical manner and with the urgency that it deserves. They can do this by providing me with the information that I have requested.

2) They have left me and my son displaced from our home with weeks of cleanup ahead and thousands of dollars worth of damage. It is insulting that the only assistance they have provided in this situation is to try to take advantage of our situation to make more money from us. It is bad enough they charged me $195.00 to destroy my home. They can resolve this issue by financial compensation for the damage to my home and the displacement while cleanup and repairs are made. It is not acceptable to respond only long enough to try to cover up your responsibility, leave a family in an emergency situation and tell them to call back in a week.

3) I want an apology.

4) I would like to have my complaint on file in Revdex.com records. It might save someone else from having the same terrible experience that I have had.

Review: I spoke on the phone two times with [redacted] about a problem with my hot water heater. I asked [redacted] point-blank if there would be any monetary charge for him to send a plumber to the house to diagnose the problem and provide an estimate. I was told the estimate would be provided free of charge.

When the plumber arrived, he insisted on a check for $110 before he would even look at the heater. I was at work, and my wife was there, and she felt she had no choice but to give him a check for that amount. This was in direct contradiction with the service [redacted] agreed to provide in our prior communications.Desired Settlement: I believe a business has a responsibility to be honest and truthful with customers and potential customers. I was lied to directly and the only fair thing to do would be to refund me the $110.

Business

Response:

Please see attached response.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because I do not agree with it. At no point did [redacted] convey to me over the phone that there was the possibility of a charge for a diagnosis. He indicated to me that a diagnosis and estimate would be provided for free. My wife felt she had no choice but to sign the authorization and pay the fee because the technician was clear that he would not provide a written estimate any other way.

Again, the basis of my complaint is that the description of services and pricing provided by [redacted] over the phone did not match with the services provided when his technician arrived. [redacted] intentionally left out the possibility of a charge on his initial visit because he knew that was the best way to secure my business. That type of bait-and-switch business practice should not be encouraged or rewarded.

Regards,

Business

Response:

Letter from Business

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Description: PLUMBING DRAINS & SEWER CLEANING, PLUMBERS

Address: PO Box 273, Peabody, Massachusetts, United States, 10598-4412

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