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2.9 105 Reviews

Mr. Rooter Complaints Summary

49 Resolved
56 Unresolved
Our verdict: Dealing with Mr. Rooter, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Mr. Rooter reviews & complaints 105

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12:48 am EST
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Mr. Rooter Unprofessional/Lack of Service

Scheduled an appt. for a technician to come out to service a backed up basement drain, no show, no call. Made another, no show-no call! Yes, because it was for my mother and she insisted to reschedule with them, I did so the 3rd and 4th time. The fourth time they were to be out there between 10-2 I received a message at 5:20 asking if we still needed their services! I called back and explained what has been happening and was told they only have 1 technician in the Detroit area and due to the rain (at least a week ago) they have been overwhelmed. If so, a call the first or second time would have been nice to say the least. Not only was I on hold for 15 minutes at a time trying to speak with someone but lack of a caring tone, same script by many I spoke with...customer service is not top priority! I think their specials are a scam as when I tried to ask questions the 1st & 2nd time I never received an accurate answer and then was told the $99 special doesnt apply to the basement sewer. Is there a sewer upstairs? I didnt even care about the price just needed someone out there~shameful! I find it hard to believe a nationwide chain with trucks in every city 24/7 was unable to make it four times! This is unacceptable! I guess they just dont need the business. I work in customer service, it would have been considerate and bussiness like, to say the least, to have even received a call from a Manager apologizing for the inconvenience instead of a ok, thank you and got hung up on!

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David Goodson
Coppell, US
Feb 06, 2012 8:52 pm EST
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Without going into a great lengthy story as I am to tired from battleing with Mt.Rooter, I will simply say this. Call someone else! Beware...Call someone else! You have been warned...Call someone Else!

David Goodson
Coppell, Tx. 75090

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4:03 pm EDT
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Mr. Rooter Irresponsible

I got Mr. Rooter to come to replace the hot water heater at the attic at my rental house. They charged $1000 for it! With this high price, I expect professional service. Yet, when I visited the rental house the next day, I saw a hole at the ceiling. At the end of the job the previous day, Mr. Rooter's technician only advised me to contact a restoration about the ceiling, without telling me that he actually stepped through the ceiling.

When I confronted Mr. Rooter about this. A supervisor came out to take a look. He admitted that their technician did step through the ceiling, but refused to pay for any damages saying that the ceiling needs to be replaced anyway. I am furious about this!

The restoration company quoted me $250 for the repair. I demaned 50% of the quote from Mr. Rooter. I felt that it was fair because the ceiling was water damaged. However, the supervisor said that exactly because it was water damaged, he felt that I was being unfair.

If I were to assult another person, I am still guilty assult of even if that person is about to die!

For my price I pay, I definitely expected more honest and responsible behvaior. Not once, did Mr. Rooter said that they were sorry!

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ScammedByMrRooter
, US
Nov 05, 2012 4:37 pm EST
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Deceit is present from the ground up...A recent rip off with links to two blogs describe what really goes on within the organization. It is shady from the ground up!

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6:06 pm EDT
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Mr. Rooter unfair billing practices

Be very careful with this company. They do not charge hourly plumbing rates, but charge per task. This ends up costing you at least twice the going hourly rate. They tell you the charges once they're at your house, but by then it's virtually too late, unless you have the time to call someone else.
I overpaid by about double what it would have cost with a reputable company.

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3:54 pm EDT
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Mr. Rooter bad sevice

I live in Worcester, MA, I have a building 3 floors appartments and I payed a toatl of $21.904, 00 dollars to this company to install new heating and hot water system. My life has been a nightmare since then. I have so many problems with this company since they installed 3 high "efficiency" gas boiler in my house last year. The two major problems were resolved after months of stress and paying high gas bills. Now, the machine on thirth floor is shutting down almost every other day, it has been happening since 6/24/11, the same problem happened before on first floor. My tenent is treatening me of not pay rent if this problem continues. I lost count of how many times I called this company to fix it. Kyle Ritchie, the manager keep saying that he will come to fix it but he never came. Also, the washer and dryer outlet was removed from the wall when they intalled the boilers but hey never relocated them, instead, they left them hanging. I can't express enough how much stress I'm going through.

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11:05 pm EDT
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Mr. Rooter RIP OFF

Just had a Mr. Rooter technician come to my house. He was in my residence for about 30 minutes and when he left he handed me a bill for 159.75. I am not happy for two reasons. He did not do any work for me the bill was simply for diagnosis and travel costs. That price is ridiculous. It took him 20 minutes to diagnose the problem and it costs 111.14 dollars to do that? Further more their add states "you know the price before we start". Well I did not know the price before he started or else you wouldn't be hearing from me because I would have most certainly chosen a different company because those prices are crazy. I feel cheated because I do not know a lot about plumbing. I also feel like I was lied to. If you say you are going to let people know how much it will cost before you start then do it! Otherwise don't put it in your add. That is complete false advertising and I am totally disgusted by that.

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Barbara Hissom
, US
Jun 18, 2012 7:12 am EDT

I called to have a kitchen sink installed. We had all of the materials we needed except for the wrong water return lines which only cost $7.00 apiece at the hardware store. The technician said it would cost me an additional $187.00 apiece for him to install them. After already charging a whopping $1200.00 I said no and did it myself later (which took all of 5 minutes}. After my husband called and complained about the price, the manager came out to our house because he wanted "to make it right." That's a good one! He ended up taking $189.00 off of the bill, so the cost to install the sink was still over $1000.00. I would never recommend this company to anyone. They are way overpriced.

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webwench
Louisburg, US
Aug 05, 2011 12:17 am EDT
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Really, Lets make this a lesson in business to the untrained or uneducated.
1. Insurance - Depending on state can be $100, 000 + to cover liability alone
2. Employee Salary
3. Unemployment Insurance
4. Medicaid
5. Social Security Insurance
6. State taxes
7. County taxes
8. City taxes

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11:40 pm EDT
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Mr. Rooter High Prices

I was charged $362.59 plus tax ($394.14) to replace a single element in my hot water heater. The service was friendly but price charged was EXTREMELY HIGH. I was preparing for a wedding and when I later thought about the price, I called to have them to verify. On three occasions, someone said they would check the price and call back. Finally today, I called again and I talked with a friendly person who told me that this was the correct amount. YIKES Be aware of high prices when contacting Mr. Rooter Plumbing.

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wholesaleplumb
Tacoma, US
Dec 03, 2011 10:44 pm EST

ouch. as an element cost 10$...and service your bill for that shouldn't have been over 200$..

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3:56 pm EDT
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Mr. Rooter Faulty work/cost/unreliable

04/13/10 called and had them come out and repair a water leak at the meter main line paid $354.56 Invoice # 160709 Technician # 348 no name.
07/14/10 7:33 pm discovered a water leak at the water meter the same place that was repaired on 04/13/10 and called them to come out to fix it. I reached the call center and spoke with John and said that Richard Norwood was on call and he would be calling me. 7:42 pm Richard called me and said he is on the way. 8:54 He arrived to assess the situation and came up with the leak was at the same joint previously repaired. He called his supervisor and got authorization to do the repair as a curtsy with no charge. He was unable to fix the problem due to not having the right materials on his truck. He said he would have to come back in the morning first thing. He left at approximately 9:40 pm.
07/15/10 8:50 am Richard Norwood 336-9752 called me and said he would be coming back out to complete the repair. He recommended putting a pressure regulator valve on and I agreed. . I got home at 12:05 and he pulled in behind me. I was billed again on invoice # 161073 07/14/10 for $412.85 billed to my M/C.
07/19/10 approximately 10:30 Richard came out to check the pressure at the hose bib and found it to be at a maximum of 60 pounds and that was the best he could do. 3:10 Keith from Mr Rooter called me to follow up on the service I received from Richard Norwood and I gave him a low down on what happened. He is supposed to call me back after researching it with Richard. I told Keith that to put a shout off valve in-front of the sprinkler system for a fee of $204.00 is quite expensive when the valve I could have purchased at Home Depot for $1.50 and he had to cut the line at the sprinkler system to do the repair anyway. 3:30 Kieth Cortes 336-8274 called me back and said that Richard gave me member pricing on the work he did and they did the water leak repair as a courtesy. He said if I did not like the pressure I have he would have Richard come back out and do a replacement of the valve at no charge.
08/24/10 9:45 am called Keith got voice mail (vm) left message on answering machine (lma). 10:45 he caled me back and set apt for Richard Norwood to come out on 08/26/10 between 9 - 10 am.
05/16/11 12:04 pm went to check the mail and discouvered a water leak at the meater. Immediately checked it and the meter was running. I turned the water off on the city side because I was unable to turn it off with the cut off valve Mr Rooter installed on their last repair. It appears that the leak is where Mr Rooter performed the last repair at the meter on my side between the cut off valve and pressure regulator. This repair is less than a year ago and proves incopentance of Mr Rooter licensenced plumber.
05/18/11 2:32 pm called Mr Bitner to follow up to see if he got my email. got his vm lma.
05/20/11 10:19 called to speak with Mr Bitner to see if he got my email and he was not in and I spoke with Ben. I asked him to call Mr Bitner on his cell phone and have him call me and he said he would.
05/23/11 9:43 am called to speak with Mr Bitner and he was not in and I spoke with Ben. He said Mr Bitner would be in the office in about an hour and he would give my information to Mr Bitner when he comes in. Ben has pulled up my email and will provide it to Mr Bintner.

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12:08 am EDT
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Mr. Rooter Cost and unprofessionalism

Kitchen clog. Plumber stated he woould unclog from the roof? Told him that is crazy and that he should be able to snake the pipe from the kitchen. Had me hold the cable while he went down to check to make sure it was in the right pipe. Tried to use my tools instead of using his own. Even started to go get them before he asked because he was walking down the stairs when he asked about them. Yet still charge me an outrageous rate. Walked in every room in the house as if he was looking for something. Stated we needed to fix several things one of which is Washer and Dryer hoses which are brand new. Not sure why he would be checking everything in the house except to try to scam me. If I wanted help with something else I would have told him I needed it looked at. Stay very far away from them. I would highly recommend going to somebody else. Very shady.

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JessicaH12
, US
Jun 17, 2011 2:47 pm EDT

I am very suprised to hear you had any problems with mr.rooter plumbing. Just last week I had them out to my house because my kitchen sink wasn't draining. The technician was very nice and very professional. They also fixed the problem from my roof, he explained to me the reason for doing it from the roof is to run water thru sink at the same time as doing it from the roof to make sure the problem was eliminated. He also walked around my house to do a check up and make sure there were no other issues. The guys also did a complementary video of the sewer, it showed roots which would cause a big problem if left un atteneded. i had them come back out to clean the roots out of the line. The guy wore little booties on his shoes, cleaned up his mess. My experience with Mr.Rooter was great and I will continue to use them. Also you get what you pay for! You complain about the price but I bet you havent had ne other problems... -Jessica Omaha Ne-

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efbess
Fort Myers, US
May 04, 2011 2:43 am EDT
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Not having his the right tools and trying to up-sale you may have been unprofessional but the other things might not have been. Sometimes plumbers have to go through through vent pipe to get to a blockage. The vent pipes for plumbing systems are on the roof. In order to determine where a blockage is in the system its important to determine what fixtures are affected so they will check anything that has a drain. Checking the other fixtures also helps them determine the layout of the system and where pipes are connected because they are hidden behind walls and floors.

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7:08 pm EDT
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Mr. Rooter RIP OFF/BAD COMPANY

IM A FORMER PLUMBER OF LEN DOLLY, STEVE KELLY..I WAS INJURED ON A JOB[HURT MY BACK], ..SO I CALLED OFF TO GO TO THE DOCTOR, SO THE DOCTOR GAVE ME TWO DAYS OFF, I CALLED LEN AND THE ONLY THING HE ASKED ME IS I NEED THAT CHECK FOR PAYROLL...SO AFTER A WEEK HE CALLS ME AND TELLS ME ANOTHER PLUMBER NEEDED MY TRUCK FOR THE DAY...ONE HOUR LATER I CALLED LEN AND ASKED HIM, THAT ANOTHER PLUMBER CALLED ME AND TOLD ME, I WAS FIRED, , , , HE WOULD NOT ANSWER ME...AND TOLD ME TO BE AT THE SHOP AT 7;30 A.M ON SATURDAY TO TALK..SO I ASKED HIM TO MEET LATER ON THAT DAY, HE TOLD ME HE COULNT, , , DUE TO HE HAD TO BOWL THAT DAY..
WELL THE REASON IM WRITING THIS IS BECAUSE THIS COMPANY DOESNT CARE ABOUT HIS PEOPLE, THE PLUMBERS THAT MAKE THIS COMPANY MONEY...AND BY THE WAY RIP PEOPLE OFF, , THEY WANT ALL YOUR MONEY AND TELL PEOPLE THINGS ARE BROKEN WHEN THERE NOT, , , EXAMPLES; LIKE ROB E, TELLING PEOPLE THERE SANITARY SEWERS ARE BROKEN WHEN THERE NOT, THEN OVER PRICING CUSTOMERS TO DIG UP THERE FRONT YARDS, , , OR HOW ABOUT BRIAN B, NOT USEING GLUE OR CLEANER ON PVC, PIPE, AND CHARGING OVER EIGHT THOUSAND FOR A JOB THAT ONLY COST 1, 200 TOPS...HERE IS A LIST OF BAD SERVICES MR, ROOTER PROVIDES...
1] OVER PRICING CUSTOMERS AND THEY STILL HAVE PROBELMS WHEN JOBS ARE DONE..
2]LEN TREATS HIS PLUMBERS LIKE GARBAGE, , YOU KNOW THE PEOPLE WHO MAKE HIM MONEY..
3] POOR MANAGMENT ...HOW DO YOU RUN A PLUMBING COMPANY FROM A BAR...
4]GIVING CERTAIN PLUMBERS JOBS AND LETTING THEM RIP PEOPLE OFF, OVER CHARGING, , , LIKE THE ELDERLY...
5] TELLING CUSTOMERS FALSE INFO ABOUT THERE PROBELM THERE HAVING...
6]ALSO THEY WHERE INVESTIGATED BY THE I.R.S. THEY WHERE RIPPING THERE OWN MEN OUT OF MONEY IN THERE PAY CHECKS, , , ;THIS ONE THEY WHERE QUILTY FOR...
SO ANYONE WHO HAD THERE SANITARY SEWER REPLACED BY THEM ASKED FOR YOUR MONEY BACK..OR ANY KIND OF WORK YOU HAD DONE FROM THEM...
THIS COMPANY SHOULD BE INVESTIGATED BY THE NEWS, , THEY ARE LOW LIFES, CHEATS, SCUN BAGS..ALL THEY WANT IS EVERONES NEST EGGS...DO NOT USE THIS COMPANY...

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fulen
Cleveland, US
Jan 24, 2012 4:01 pm EST

Company ran by cokeheads.

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1#man
Eastlake, US
Jun 14, 2011 10:07 pm EDT

allen bond could not plum a odhouse he just mad because he plumb a house backwards and rob e and bryon b fix it hey allen water flows down hill dumb ###

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6:58 pm EDT
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Mr. Rooter Septic Service

We were having issues with our plumbing. Quoted $200 to pump out tank. We were later told that the real problem was something different, to the tune of an additional $800. That all done, asked to flush the toilet, nothing. WON'T FLUSH. Now remember, this is the reason we called them out here. They pretty much shrugged handed us our bill for what they had done that apparently wasn't our problem and left. No offer to find the problem, no suggestion other than to rent a snake. Now we are stuck with a $1000 bill that we can't even flush : Terrible service wouldn't recommend to even my worst enemy.

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BrunoTexas
Kempner, US
Jul 23, 2011 1:35 am EDT

couldn't get hold of our regular plumber for a Friday-afternoon job here in Central Texas. Stuffed up sewer line. They charged $213.90 to run the snake and unstuff the line. Not even completely unstuffed, just so it ran again. That's 3 times more than our regular plumber charges for a snake-job. In addition they tried to talk me into a hydro-blowout of the lines for another $800, which I refused.
Quick response time, friendly stuff but pricing from outer-space.

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1:21 am EDT
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Mr. Rooter outrageous charges

I have used Mr. Rooter before and they were honest, punctual and very helpful. Son this time I called Mr Rooter again. Chris (very young guy) showed up in front of my door on time. He checked out the issue and started telling me how bad my current system was. According to him, Lowes sells only junk. My system was going to go out soon and flood the attic. This is a 2 year old unit and still has 10 year warranty. He wanted to sell me a new unit for $1154.95. SO, when I said NO. He proceeded to check his prices and told me it was going to cost $337.73 to change a Burner Assembly. It was going to take 15 minutesd to 1 hours at most. One hour work with no part @ $337.00. Also, if I paid $99.00 to become a MEMBER, the rate drop down to $292.11. I was not sure MEMBER of What!. I guess Mr. ROOTER CLUB. When I said NO and NO. He said to pay him $64.95 for his service call. This sounded like a BIG RIP OFF TO ME. I offered to pay him $200.00 for the work. He wanted $222.25 when he realize I was not going to pay $$337.73. I have lost all trusts in Mr. Rooter.

I called another Plumber immediately after. The price was going to be $200.00 to replace the unit if nothing else was wrong. They showed up at 4:30p. Replaced the Burner and done. WHAT A DIFFERENCE!. I now have a new prefered Plumber (C and M in Forney, TX)

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Morgan Graic
Dallas, US
Oct 07, 2011 8:42 pm EDT

Chris is a nice but he is trying to make a living and unfortunate for hard working people who are being taken advantage of in a vulnerable state of trying to repair the plumbing in their homes. He got me last night for $327.00 and he did nothing.

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StacieMRRCorp
Waco, US
Mar 21, 2011 4:14 pm EDT
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We are sorry to here about your experience with our company. We want each and every customer experience with our company to be a good one. If you have any questions or concerns, please contact our Customer Service Manager at [protected]. Thank you.

Stacie Thrasher
Mr. Rooter Corporation

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2:15 am EST
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Mr. Rooter Water Heater Installation

My local Home Depot contracts with Mr. Rooter to install water heaters. Home Depot promised that the water heater would be installed today. We had a light snow, so Mr. Rooter claimed they couldn't install it because of the weather. They were rude on the phone. So, I called Home Depot back and after several hours of back and forth phone calls, they agreed to send an "inspector" out to see if they could do the job(in my basement) in the light snow. This inspector determined that my venting system was not up to code. He then peed all over my toilet seat and left promising to call with an estimate increase. Several hours later the Home Depot had to call them to get the new estimate. My original price was $975 for the water heater and install. The new price was $2300! Needless to say, I cancelled the order. I had another plumbing company come out and look. Their price for the water heater and install, including the exact same work to get my venting system up to code is $1070. A $1200 difference! These people are crooks! Be warned!

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12:45 am EST
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Mr. Rooter Price Gouging

During the recent hard freeze we had a pipe break in our attic. Plumber showed up and since it was still below freezing the water was frozen at the water meter at the street. I accompanied the plumber and assisted by loaning tools, holding pliers etc. in the cold. He found the leak and replaced a piece of plastic pipe about 12 inches long. Total for his time was $723 including $330.00 for thawing out the pipe even though I helped him do it. The most expensive piece of plastic I've ever seen. I expected a couple hundred dollars but $723 was nothing short of price gouging during a difficult time.

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Why The Long Faces
Why The Long Faces
, US
Mar 18, 2013 12:32 pm EDT

It was below freezing. How much is your time worth, off hours, to go to someone's house to thaw a pipe and fix a leak? In below freezing weather? Not the same as summertime I bet. The fact is that inclement weather costs more than warm sunny weather. Next time, suffer til summer and pay less.

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cleoclown
Fort Worth, US
Mar 18, 2013 12:23 pm EDT

Mr. Rooter recently provided excellent, fast and reasonably priced service to my parents in Arlington, TX. While service in Oregon may have been less than satisfactory to this customer, the language used to describe said service was totally inappropriate. As a SINGLE PARENT, "Pissed Off Oregon" should wash his/her own mouth out with soap and try to set a better example for his/her child/children. And as for the trip charge, all this customer had to do was ask up front what kind of charges would be incurred. If Mr. Rooter has a standard trip charge, by asking this customer could have simply said, "No, thank you" and called someone else. However, he/she may have discovered that ALL plumbing companies in the area had a similar trip charge. I don't know. In Arlington, TX, the responding plumber was clean, polite, and capable. $139 later, the problem was fixed, AFTER HOURS, and if that included a "trip charge" then Mr. Rooter was REALLY cheap. It was certainly not out of line for the service performed.

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Pissed Off Oregon, USA
Umatilla, US
Apr 29, 2011 7:36 pm EDT

Mr. Rooter can KISS MY ###. HOW dare them charge for Plumbing work based on a BOOK, are you ###ing kidding me! I am a Single Parent and on a limited Income. I needed my pressure release valve in my water heater replaced and a cold water brass connection to the main water line replaced. When the Tech arrived to my home, if you can even call them Tech's, I bet you 1 Million Dollars they do not carry a plumbers license, he said, did you know that there is a $77.00 Trip Charges. Are you ### me, you travel 15 miles to my home and want to charge $77.00 Trip Charge. $559.00 Dollars Later, including Trip Charge, my plumbing issues were fixed. Lesson WELL LEARNED, NEVER EVER WILL I CALL MOTHER ###ING MR. ROOTER AND THEIR RIP OFF ### AGAIN IN MY LIFETIME. STAY AWAY FROM MR. ROOTER PEOPLE, YOUR HARD EARNED MONEY CAN BE SPENT WITH A BETTER PLUMBER IN YOUR AREA!

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Mr. Rooter overpriced at $500 per hour

Repair a broken PVC pipe for $471 ? Their fixed rate pricing is out of line. When I spoke with manager he laughed and said, 'your manager signed for it'. It was like being sold a timeshare.

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Fair Reviewer
McMinnville, US
Feb 21, 2011 6:51 am EST

Its Fixed Pricing with no hidden fee's. If its say 471 and it takes them 2 days its still 471.. They dont charge you for drive time or anything.. They do not do anywork or charge you untill YOU THE CLIENT sign a authorization for the work being done, so you agree to the price before they start. I know cause I have used Mr Rooter of Salem for home. Everything is explained upfront and during the process, if any other work needs done they explain it and let you know cost and you must authorize the cost.. There is no hassle and Its the most upfront plumbing & drain repair I have ever used. I have use 3 plumber from The area that come out do the bare minimum YES its cheap but it dont last. Mr Rooter will come out and let you know up Front the issue and what needs to be done.. They run a Camera to show you the issue and thats included in the price. Most company charge you alot more just to bring camera out. No matter how long or hard the repair is the Price is set, no hourly fee or overtime fee's, no hidden tool, crawlspace ect fees.

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Mr. Rooter Bill shocker

I called Mr. Rooter, 230 Bank Street, Midland Park, NJ 07432 to clear four underground gutter drains and one drain in the driveway. The quote was $732.00 for the first tow hours and approximatly $350.oo for each additional hours. Thinking this was a reasonable price for clearing five drains, I agreed.
Mr. Rooter cleared one drain in less than one half hour but stated they were unable to clear the other four drains and that I should contract a landscaper to the the probllems. Mr. Rooter was at my home for less than one hour, most of it explaining why they could not unclog the additional four drains. You cn image my SHOCK when they presented me with a bill for $783.24.
To add insult to injury, a letter to Mr. Steve Phykitt, President, Mr. Rooter, was ignored without the common courtesy of a response.
I should add that after the fact I checked for complaints again other Mr. Rooter organizations throut the country and found many complaints. I suggest that before you enter into any agreement with a Mr. Rooter organization you check their complaint history in the internet.
A WORD TO THE WISE...

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AZshine
Ramona, US
Jan 21, 2011 12:09 am EST

Any company will have complaints. The Mr. Rooter franchises are all over the world. They do hundreds of thousands of service calls each year. So yeah. There will be complaints. Most of them are unsubstantiated and are written by those that just have to have something to complain about. In your case though. I would call their corporate office in Waco, Texas. You'd be surprised at what kind of a resposne you'll get with that. Mr. Rooter as a whole is a great company. Sometimes people screw up and need a wake up!

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Mr. Rooter Failure to Dispatch

Called early in the morning due to a clogged main drain and was told they would call me when a truck was available. At 12:42 they called and said a Truck would be out within the hour. Since I wasn't at home, I dropped what I was doing and headed home to meet them.

At 2:15 I called to see where they were or when they would be at my home. Was told there was no truck dispatched and it might be tomorrow before they could get to me. The guy said some other dispatcher may have called as there were 12 dispatch offices all using the same phone number.

When I asked why I was called and told someone would be out, he said he had no idea but that there was no dispatch to me. I suggested that they need a NEW COMPUTER system if they couldn't keep any better track of the trucks and customers than what they are saying. After wasting nearly an entire day, I called another company which is known for actually showing up! They did! Price was even less than what Mr Rooter charges even with the coupons etc. Bad customer service and bad business when you can't even keep track of your phone calls to customers!

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a very confused senior
Darien, US
Sep 29, 2012 1:23 pm EDT

Mr.rooter does not know how to schedule- I called a 9Am to have a line opened- they will be there "between 12-2 pm-- didnt arrive until 3.15- opened the line found the clog- ha to come back later to "open the clog- "- dod not come back until 9PM- I was ready for bed- didnt leave the house until 11.15 PM- because the "equipment wasnt available until then"- claim that my pipe has a crack with roots inside and it will cost almost $4000 to fix it-

Can I ue the system as it is ? "maybe, maybe not"- was the answer I got - I am now afraid to even use the system for further clogs- Came back Monday to camera the system- showed me pipe- dont know whay Im looking at- that was additional$900.-- so $1700.00 later I have a system that I still dont know about-

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1:40 pm EDT
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Mr. Rooter Unethical Practices/Terrible Customer Service

My hot water heater went bad and I called this Mr. Rooter. The tech gave me the price for a new hot water heater and said that I also had to have an expansion tank installed because it was a government code and required. It was an extra $220. I questioned him specifically and he said that it wasn't an option for me- he HAD to install the expansion tank to be in compliance- so I trusted him and agreed for him to install everything. The next day I spoke to a realtor friend who sold the townhouse two doors down. She said that all they put in is a hot water heater- not an expansion tank. I was confused, because I was told it was a government code. I called two competitors of Mr. Rooter who both told me that expansion tanks are recommended, but not mandated. I was so upset. I called Mr. Rooter to speak to a manager (the day after all this happened). All in all, I must have left at least 8 messages over the course of two weeks before I got a return call from a manager who said that he didn't know whether it was a mandate or not- and how should he know? I said- if your people are saying that it is, and you are their boss, shouldn't you be up on that? I said I wanted everything removed and he said no, they would just take out the expansion tank. I said I wanted it all out and he said no. I got in touch with their corporate office in TX who said the local owner would contact me and work this out. He called me once, I called him back once...we each got voicemails. I called him again the next day and he answered and said he was at his child's pediatrician and that he would call back. He didn't. I left three more messages, no return call. I filed it with the Pittsburgh BBB who sent a letter and got no response, so they forwarded the complaint to the Texas BBB. Their reply was a letter that had a diagram of an expansion tank and what it was used for...they refuse to get that I WAS LIED TO IN ORDER TO INCREASE THE SALE! That is unacceptable! Give me a choice- don't tell me that I have no choice, when in fact I did! Consumer Beware when you deal with this company. They lie, they don't return calls after the sale and they do not resolve disputes or complaints in a fair manner.

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Update by Mad in PGH
Feb 15, 2011 2:31 pm EST

I have a better idea..why don't YOU invest in the code book and give it to your supervisor. He had absolutely no idea what the codes were..in fact, his exact words were "how would I know what the code is?" It would be better to educate your own people that do this every day.
Perhaps a customer service handbook would be in order too.

Update by Mad in PGH
Feb 14, 2011 6:59 pm EST

isn't it amazing that i am finally hearing back from someone at mr. rooter, even though it is six months later? The point is, I was told it was mandatory and it isn't. It is not code in my county and I called your competitors, not a realtor who told me such. If anyone from your upstanding company made an effort to try to resolve the issue instead of ignoring me- the customer- after I made at least a dozen phone calls to you, your home office in Texas and your owner, it wouldn't have come to this.

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jimmiebucci
wampum, US
Feb 15, 2011 5:40 am EST

Man as I previously stated it is code. It is code in your county. You have been misinformed by other individuals. International code is just what it says...international. washington co. Does not fall under its own special area of non exhistance. If you choose not to beleive me that's your choice. I have provided you with exact reference to the code that does apply to your county as well as every other in the country. As I said 10 people that do something wrong does not mean its correct. You should possably consider spending 100 and buyingyourself a IPC code book. As far as taking 6 months...I stumbled upon this site and upon reading your complaint thought it only fair to my company to show that we were correct and only following what we are trained to do in plumbing school and abide by rules and set regulations.

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jimmiebucci
wampum, US
Feb 14, 2011 6:07 pm EST

Total lies mr Rooter is an upstanding company and any plumber knows there should be an expanison tank installed in fact it code according to international Plumbing code expecially if you have a check valve on your water system. You should check IPC 2009 section 607.3 and read before bashing a company. Also wouldn't recommend plumbing advice from a realtor. 10 people doing something wrong Dosnt make it right.I put your heater in and the expansion tank. If you look to the left of your meter you will see your check valve. If you and you realtor and realtors plumber were to check section 607.3.2 you will see international plumbing code has a section just for your scenerio.

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3:25 pm EDT
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Mr. Rooter unsafe and overpriced

charged$ 218 to snake 1 drain then said $190 more to snake the main [should have been in original quote] when I refused he left the expansion plug off the cleanout leaving a dangerous situation for my tenants with possible contact with raw sewage.When i went to snake the drain myself " someone" had dropped a 4" expansion plug into the open hole causing severe blockage and a extra hassle to remove.

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10:19 am EDT
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Mr. Rooter Poor Quality Work

Mr. Rooter plumbing in Cincinnati replaced the entire underground pipe in our house. They finally showed up after a day despite committing the work an hour form the call, and the entire team including the leader could not figure out how to take the leaking pipe out ! I had to make a recommendation. And finally when they completed the work, the joint (basement wall) gave in after few weeks and our basement was flooded. When I called the company to come over and see what a poor job they did at the joint, they would not return my call. Finally when I was able to contact the front desk (beverly), she said she could not do anything and would have to consult with the owner. And you guessed it right - they never called back. I sent a written letter with Cc to Better Business but still no call. I am now working with my legal team to file a law suit.

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Mr. Rooter of Greater Cincinnati and NKY
, US
Aug 30, 2016 7:38 am EDT

Mr. Rooter Cincinnati has been under new ownership since 2012. It is unfortunate that this customer had such a bad experience with the previous franchise owners. All I can say is that we run the company now, and would do our best to take care of our customers. I wish you could post dates on the complaints, and for all to see that we haven't had a complaint like this since we took over.

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8:52 pm EDT
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Mr. Rooter Excessive charges; poor customer service

My mother (aged 94; I am a 58-year-old female) called the Mr. Rooter plumbing company to fix a clogged pipe. The technician installed two traps and a new 8’ piece of PVC pipe (which was, according to another plumber, unnecessary); the entire job took 4.5 hours. The technician had my mother sign paperwork (when she was without her glasses) stating that she would pay a $2700 bill and that--if she failed to pay the bill--she would pay for the company's lawyer fees.

When I learned what had happened, I called the Mr. Rooter office in Cranberry Township, PA, asked to speak to a supervisor, was told that he would call back as soon as possible. I received no reply until the company discovered that, due to a clerical error, my credit card could not be charged. He then called immediately and, when I asked about the seemingly excessive charges, he--repeatedly, over my questions--yelled "How are you going to pay for this: credit card, check or cash?!" He ended the conversation by saying, "I'm sending the bill to a collection agency and putting a lien on your house!", and slammed down the receiver.

I called the company multiple times over the subsequent three business days to discuss the bill with the estimating supervisor and pay it. He never returned my calls. The unfair charges and the lack of civil customer service were surprising and upsetting. Indeed, I wanted simply to conclude the unpleasant transaction and, on the fourth day, I requested to speak to the billing office and paid the bill in full. However, more than one week after I paid the bill, a case was filed by Mr. Rooter with the Commonwealth of Pennsylvania against my mother stating she had not paid the bill. When I re-contacted Mr. Rooter, they did confess that the filing was their error, and they paid the court fee. I was naturally grateful for this, but am still upset by the charges, the impoliteness and the stress it caused my mother. I do not recommend this company.

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Watch Out Scam-MR. ROOTER
Madison, US
Aug 30, 2010 9:52 am EDT

I would not waste my time calling the corporate office. All they will do is send your complaint to the local franchise to address the issue and if the corporate office gets a response then great if not o well. Mr. Rooter Corporate office does not really care about the customers once you have signed that invoice saying you agree to everything and they have your money. The corporate office "backs" the local franchise owner not the customers. Yes the customers are what pay the franchisee royalties, so they will get every penny they can out of you. It will start a small job then turn into a big "MONEY" job. So contacting the corporate office is a real waste of time. You will need to contact your local BBB, state plumbing licensing or some one higher above the corporate office in order to get satisfaction with your issue. The corporate office will tell you that the company you are complaining about is independently owned and the decision on how to address your issue is up to the franchise local owner. They really do not care how their customers are treated. The best thing to do is to call in another plumbing company to fix whatever Mr. Rooter messed up or did not finish.

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Mr. Rooter Corporation
Waco, US
Aug 24, 2010 12:43 pm EDT
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Your business is important to us, and we are sorry to hear of your recent experience. We want to make sure all of our customers have a good experience with our company. Please contact our customer service manager if you would like to speak directly with someone at our corporate office. We would be happy to assist you. Our number is [protected] or [protected]. Sincerely, Mr. Rooter Corporation

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