MrRooter Plumbing of Central New Jersey

[redacted] : [redacted] A [redacted] On December 10th we received a call from [redacted] that there was a water leak from the upstairs office bathroom down to the tenants belowWe dispatched a technician to the locationHe arrived and checked the fixtures and testedWe found water leaking from toilet base through ceiling into downstairsWe spoke with the owner to the upstairs office regarding what needed to be done, remove and reset toilet with new gasket and boltsThe owner agreed to the price of $plus tax for a total of $ We informed the owner that once the toilet was removed the toilet flange would be inspected and if any other issues were found the technician would notify themWhen the technician removed the toilet he found that the leak was caused by the toilet flange being set too low even with using two wax gaskets it still did not make the proper sealThe toilet flange needs to be raised to floor level to re-install the toilet correctlyIf this was not done the toilet would continue to leak and there would be a possibility of even further damage to the downstairs ceilingOur technician revised the quote to now include the flange repair The price was given of $with a $coupon applied lowering the cost to $plus taxThe customer stated that she would call us back if the decision was made to move forward with the repairWe were also instructed to leave the toilet off which we did and put paper towels inside the pipe so sewer gas would not escapeThe customer did not pay us for the services we rendered We tried calling to discuss on several occasions but received nothing but threats The customer was informed of the charges, we only want to get paid for the work that was performed [redacted] A [redacted] President

The customer called us that they had an unknown leak from the ceiling, upon arrival our technician found that there was a wet spot on the dining room ceiling, our technician went upstairs and found that the master bathroom was above the area where there was a wet spot Our technician advised that in order to start diagnosing if there was a leak from the plumbing pipes he would need to open up the damaged ceiling He told them the cost to open the ceiling and look for a plumbing leak was $+ NJ State sales tax He was told that if we found a leak from the plumbing we would give him a cost for repair and that the $would get credited towards the plumbing repair We also told him that we do not repair sheet-rock He agreed and we opened the ceiling and went into the upstairs master bathroom and flushed the toilet several times 10/times and ran the shower and he could not find the plumbing pipes leaking He spent 1/hours looking for a plumbing leak and couldn't find the pipes leaking He noticed that there were no mats in the bathroom and was told that they use that bath to bathe the children, he said perhaps they were getting water on the floor during baths or the leak was not plumbing related At the time of service the plumbing was not leaking We are not carpenters or roofers, we are plumbers that check pipes The homeowner wants us to further diagnose a leak that at the time is not coming from the pipes My technician suggested leaving the hole open for a bit of time to see if it leaks again and we would be more than happy to send someone out again We did what we were contracted to do, open the ceiling and look for a plumbing leak Attached is a picture of the ceiling before we opened it and a picture of the pipes that we didn't find leaking after we opened the ceiling and a copy of our invoice

November 21, Re: Case # [redacted] To Whom it May Concern: On August 11, we received a service request at 2:10pm from the customer [redacted] located at [redacted] He stated that he had a broken water main line and needed pricing for either a repair or replacementOur customer service representative advised that there was no fee for us to come out and that when the technician got there he would give him a quote with the options We dispatched out our technician and he arrived within minutes to the propertyAt that time our technician gave pricing for both the repair and the replacement of the water lineThis estimate was emailed to the customer at 3:18pm and was opened and read by the customer The customer at 3:54pm that same day called our office inquiring about the scope of work After discussing both options with him, we offered him a $discountLater that day customer took our estimate and circled the repair option of the estimate took the $off and returned it to our office via faxA credit card authorization form was also sent to the customer via e-mail for the depositThe customer then filled it out signed it and returned the paper work to our office via faxThe repair then was scheduled for the next day August 12, That morning our office staff called in for the emergency utility mark outs Our technician and helper arrived on the job site with a back hoe excavator to perform the approved work Upon viewing the underground utility markouts on the property it was determined that the backhoe would not be able to be utilized for the excavation The job needed to be dug by hand according to the New Jersey Markout Laws which require no excavation with machinery within feet of a utility markout Pictures will be forwarded showing the backhoe brought to the residence as well as the utility markouts..Once the repair was completed we backfilled and raked off the property Our office staff called the water company for the homeowner requesting that they restore water to the home Our technicians waited for the water company to arrive Once the water was restored we confirmed there were no further leaks The homeowner approved that the work and was completed to their satisfaction signed our invoice and the remaining balance was paidIn response to [redacted] statement “found a man that didn’t speak English (led me to believe an illegal alien, cheep labor”) we are an equal opportunity employer and do not discriminate based on creed, color or religion Both men that were working on his property are our employees and have been our employees for over years and have full insurance benefits with our company I find [redacted] accusations both repulsive and offensiveA price was quoted prior to the job being completed At the time we gave him a discount of $bringing the job to $+ New Jersey State Sales Tax [redacted] approved the quote and we performed the work If [redacted] had wanted to pay $for the work he had the option to call other companies and get estimates We would not have performed the work for that priceI am attaching a copy of our estimate, our invoice, as well as the pictures that were taken as the work was being completedAndrew A***Owner

Complaint: [redacted] I am rejecting this response because: Yes, his times of call and arrival are correctHowever, the technician advised that he was going to have to remove the toilet and the cost would be $plus $to remove the toiletWe knew the price was absurd so we said noThe technician said if we paid cash, he will charge $cash and $on the credit card because he has to run that thru the companyThe price was never clear because he was offering cash prices and prices if ran thru the companyMr [redacted] agreed to pay the $cash because he knew that was a more reasonable price for a clogged pipeThe technician was at our house for a little under hourMy husband told him that we have two main clean outs in the crawl spaceHe said they do not use them, and they will have to go thru the toiletHe never attempted to use the clean outs firstHe started with removing the toiletHe did peek under the crawl space, after working on snaking out thru the toilet and having a problem, to see which way the pipes were going from the toiletHe left the crawl space door offAs we previously stated, the wall was scraped from his machine and the door and gate left openHe also left wood shims sticking out of the toilet when he put the toilet back on.When I ( [redacted] arrived home, my husband tried explaining to me all of our price optionsI knew immediately that this technician was trying to take advantage of usI ran in to stop him from working so we can discuss priceHe told me he will finish here and we can discuss priceAfter completing the job, we started to discuss price again to clarifyHe now told me that he was offering us half price to do the job if we paid him cashSo his offer was $cash PLUS he wanted the $on the credit cardI knew the price was high and my father in-law just paid around $to have his main pipe clearedThe technician was very nice and respectful and was trying to explain that if he ran it thru the company we would pay doubleI wanted a way to track the payment so I was not comfortable paying him cashHe did unclog our toilet and completed the jobI told him to run the whole thing on the credit card so that I can dispute it with the company and have proof of paymentI wasn’t going to argue with him because of the price, but I was not willing to pay cashHe charged it on the credit card (double according to him) thru the companyI called the company as soon as he left and was told they would give me a $discountI said no and left a message for the supervisor to call me the next dayIn the meantime, I called another certified plumber to get a price to do the exact job that was done at my houseI was quoted $no matter if they remove the toilet or notIf the job took over hour of labor, the charge would be moreAfter not receiving a call back from the supervisor by 2:pm, I called again to complain and left another messageThis time, Tim responded to my husband first, who also called, and then called me backMy husband asked why the technician didn’t use the clean outs in the crawl space (that’s what they are there for) and Tim advised “that’s not how we do itThey don’t use the clean outs in the crawl because there would be a spillage when they took off the caps.” Taking the toilet off is the most expensive option when removing a clog in the pipe and that is what they didWe told him that we got prices from other plumbers and he said we cannot compare to them, and we should compare to a company such as [redacted] So, I hung up and called [redacted] to get a priceI was quoted $to unclog any pipe in the houseWhen I called Tim back to now give him the comparable price of the company he told me to call, he said “they are liars.” Tim was very polite at first and yes, he did offer me a $discount but that was still unacceptable to meI had paid $(which includes tax), so he was charging times the price of other certified plumbersSo no, $discount is still not fair.I paid and authorized the credit card payment because I wasn’t going to argue with the technician and I wanted to track and have proof of the paymentHe also did clear the pipe, so not paying him was not an option to me because I’m not trying to stiff them eitherI paid $for less than one hour of work to have a plumber snake out a clogged pipeThe price is not comparable and unreasonableThere was no reason to remove the toilet and the job was left a messTo pay that kind of money and not even have good service considering the damage and cleanliness of the way my house was left, is not fairI signed for the credit card payment, not that I was satisfied with the jobAlso when I called they said my husband had to sign something to approve the price to begin the job, which he never signed anything approving the price and jobMaybe because we agreed to a cash price? The price of the job changed several times because there were cash prices and credit card prices if ran thru the companyWe never would have agreed to the price of $and the technician knew we would not do it at that price and that is why they were offering us discounts and cash pricesNothing matches up between the technician and supervisor and the whole process seemed like a scam Regards, [redacted] ***co