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!
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 $220. I questioned him specifically and he said that it wasn't an option for me- he HAD to install the expansion tank to be in compliance- so I trusted him and agreed for him to install everything. The next day I spoke to a realtor friend who sold the townhouse two doors down. She said that all they put in is a hot water heater- not an expansion tank. I was confused, because I was told it was a government code. I called two competitors of Mr. Rooter who both told me that expansion tanks are recommended, but not mandated. I was so upset. I called Mr. Rooter to speak to a manager (the day after all this happened). All in all, I must have left at least 8 messages over the course of two weeks before I got a return call from a manager who said that he didn't know whether it was a mandate or not- and how should he know? I said- if your people are saying that it is, and you are their boss, shouldn't you be up on that? I said I wanted everything removed and he said no, they would just take out the expansion tank. I said I wanted it all out and he said no. I got in touch with their corporate office in TX who said the local owner would contact me and work this out. He called me once, I called him back once...we each got voicemails. I called him again the next day and he answered and said he was at his child's pediatrician and that he would call back. He didn't. I left three more messages, no return call. I filed it with the Pittsburgh BBB who sent a letter and got no response, so they forwarded the complaint to the Texas BBB. Their reply was a letter that had a diagram of an expansion tank and what it was used for...they refuse to get that I WAS LIED TO IN ORDER TO INCREASE THE SALE! That is unacceptable! Give me a choice- don't tell me that I have no choice, when in fact I did! Consumer Beware when you deal with this company. They lie, they don't return calls after the sale and they do not resolve disputes or complaints in a fair manner.
charged$ 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.
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.
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.
People removing mold from my basement accidentally cut a water line in one of the walls. They had to shut off the water to the house. This was about 2:00pm. I called Mr. Rooter at around 2:00pm. I told them the water to my entire house was turned off, which they wrote down on the work order. They told me someone would be here by 3:30pm. 3:30pm came and went, and no Mr. Rooter. At 3:50pm I called Mr. Rooter. The girl who answered my call was very perky and told me that an emergency with one of their Commercial Customers outside of Mankato had come up and no one was available to work on my house. She said she was just going to call me (yeah, I'll bet!). She said she would check and that I would get a call back. A few minutes later I did get a call back. The girl on the other end of the line said no one would be able to get out to my house, today. I reminded her that I have no water in my house, and she said that yes, that was on the work order. She said she could reschedule me for tomorrow! WTF?!?!?
1. If you can't make it, you don't wait until a half hour after the appointment time to call the customer and tell them you can't make it!
2. I get bumped for a Commercial Customer because I'm ONLY a single home residence?!?!? I HAD THE APPOINTMENT FIRST! Commercial Customer or not, I should not get bumped!
3. I have no water in my house. THAT'S AN EMERGENCY! How can anyone have the GALL to try to reschedule me for tomorrow WHEN I HAVE NO WATER IN MY HOUSE?!?!? I hope that girl can sleep well, tonight.
Mr. Rooter came to my house to repair my main drain. While they were here they ruined my kitchen floor...
I contacted Mr Rooter DFW initially on Saturday, June 19th because a leak coming from my attic was discovered...
MR. ROOTER BLEW A HOLE IN MY SEWER LINE WITH THEIR HYDROSCRUB AND TOLD ME IT WAS ALREADY THERE AND HAD TO BE REPAIRED!!! They have cost me $634.00 for hydroscrubing my line and $350.00 to get the hole they made fixed. They said they would refund the $634., that hasn't happened and will not return my calls to pay for the damaged line I had to have repaired. WOULD YOU LET MR. ROOTER FIX YOUR SEWER LINE UNDER THESE CIRCUMSTANCES??? The did tell me if I did their perma-line for 6K+ that would fix the problem during their high pressure sales pitch. I tried to attach a photo and it was greater than 2MB so this program wouldn't take it.
We had a water backflow in the toilet. We tried the hand snake but didn't work so we call the insurance but they can't send somebody so they authorized to call outside service & I found Mr. Rooter Plumbing.The plumber Gabriel came & assesed the situation.He told the us that he will try again the hand auger but still did not work & charged us $270.53.He then told us that there's nothing he can do bec. if he will remove the toilet tank there will be an overflow inside the house & we can't use the toilet & have to limit the use of H20 .he needed a clean out access to properly clean the pipe & solve our problem.The clean out installation only will cost us $900-1500.We call another plumber Drain Dx & told us if he can't remove the clog we don't have to pay & he remove the toilet tank & was able to remove the clog & that's $450.I call Mr. Rooter several times for an explanation why other plumber can do what their man said was hard & will cause more problem, but nobody bothered.I want a refund from them bec. my insurance won't cover for the $450 that i paid.
I would like to thank the Complaints Board for being instrumental in resolving my plumbing problem. My concerns and problems were heard. I was contacted by John, the owner of Mr. Rooter and we have settled my dispute regarding the services and work ethics of his technicians. John said that they value their clients and reputation so he took care of my complaint. Thanks too to Liz of the Contractors’ Board. We hope and pray that we will be able to enjoy our new sewer pipe for a lifetime.
I wish I would have found this site sooner- we were so ripped off by Mr. Rooter. we paid extra for an...
This letter is to complain about services we recently received from Mr. Rooter M-37182. Currently, we are at our end both financially and emotionally.
Our problem began the weekend of January 30th after our washing machine flooded the kitchen sink and noted buckling to the laminate flooring in the doorway of the hall bathroom. We removed the toilet and the linoleum flooring thinking that the wax ring had deteriorated causing the leak. The next day, with no toilet in place there was water on the slab floor. On Monday, February 1st we contacted Mr. Rooter for help.
Mr. Rooter’s technician, Nick, was very prompt and pleasant coming out the same day. Upon inspection of the problem, he stated that it was against OSHA regulations to auger pipes from the roof and stated that we required an additional clean-out placed in the front of our house. He further stated this would be difficult due to the hard rock, involving an additional digging crew and expense. We trusted the technician and paid $905.62 thinking this was the end of our issue.
The second day of work we were shocked to learn the sewer line from the house to the street was infested with tree roots, collapsed and needed to be replaced. The technician stated that an ultrasonic device was required to locate the pipe, and back hoe to dig a trench, thus increasing the repair cost to an additional $2814.38. The leaking to the hall bath was due to the master shower. He stated that the drain was not attached to the pipe within the concrete slab causing leaking through the concrete into the other bathroom and hallway. Due to the demolition of the shower tile and concrete, the shower drain repair would cost an additional $1000. Again, we trusted the technician, paying the total amount of $3814.38.
The first evening following the extensive repair, the laundry room flooded yet again. Apparently the problem was not fixed. We received another estimate from Mr. Rooter. This visit entailed the repair and replacement of a pipe within the concrete slab of our only functioning bathroom that “might” be the culprit for an additional $1018.44. This bathroom is not remotely close to the laundry room. After almost $5000, not including the damage to our home, no solution has been provided and we feel like we are living in a “Money Pit”. Every time we contact Mr. Rooter we are given an extensive estimate with no warranty or definite fix to our problem.
At this point, tired of paying for guesses, we called Mr. Rooter on February 26th. The issue was explained in great detail and we were assured a prompt return phone call from the owner. We waited for a response over the weekend, after no response, we called and left another message on March 2nd. With no acknowledgement, we were forced to contact another plumber, Hernandez Plumbing on March 4th. Mr. Hernandez came out and inspected and discussed my dilemma. To our surprise, it is not against OSHA regulations to auger pipes from the roof. They had no problem opening the pipes, costing an additional $125 which we paid in full, a mere drop in the bucket.
We thought we were on the road to repair, angry that we were taken advantage and misled by Mr. Rooter. If the main sewer line was collapsed, would we have back flow in all drains and toilets? This did not happen. Would they not go through the pipes to make sure they were open before they finished the job? This did not happen. Obviously, we had a complaint and concern regarding the work completed. Does Customer Service end once the bill is paid? Do they not warranty their work?
During the replacement of the shower tile, it was found the previously repaired drain was not level, placed too deep and not centered. In order to proceed with the tile work and have a functioning shower, Brian Tindall removed all the tile and concrete down to the subfloor for Hernandez Plumbing to redo the work done by Mr. Rooter. We have a statement from Mr. Hernandez, copy of Mr. Tindall’s invoice for shower demolition and repair, and photos of the shower drain showing a complete bubble off from level. The estimate from Hernandez Plumbing for the shower drain was $150; the floor demolition was included in the repair total of $962.50. Why do we need to pay for the same work twice?
The washer again flooded the garage on March 22nd, and we contacted Hernandez Plumbing again to come out. After paying $150.12 for a camera review, it was found that there is a busted pipe under the sink in the kitchen needing to be repaired and replaced. This work has tentatively scheduled for this week, estimating an additional $1000. Hopefully there is an end in sight.
We expected a much higher level of service from Mr. Rooter, and are quite disappointed. Mr. Rooter gives the impression that they are honest, trustworthy, reliable and professional. I have enclosed a copy of their yellow page ad, which is a joke. It is not our obligation to pay for their guesswork. It is repulsive to think that people trust and contact them for help and only taken for a financial and emotional ride. Not only have we paid them for unneeded repairs, we have had to pay for another plumber to complete the work, spent many hours off of work, and are beginning to put our home back in order. After no response from Mr. Rooter to discuss and rectify this matter, we have been left us with no options. We are requesting Chase Visa to stop any payment or provide a full refund of all services by Mr. Rooter, for the total sum of $4720.00. They should not be allowed to continue business in this matter.
Please advise what other channels or options are available for customers. We have filed a complaint with Mr. Rooter, Chase Visa, Texas Plumbers Association and Better Business Bureau. We would appreciate any guidance you may offer. Thank you in advance for your time and assistance.
Mr. Rooter refused to provide an idea of pricing to come out to my house, "we don't provide pricing over the phone".
When I rec'd the bill it was $300 to snake a drain -- they were at the house for less than an hour. I called and asked for an explanation of the bill and was told my card would not be charged until I heard back from a Manager. My card was charged before I rec'd a call from the Manager. When I called to ask for an explanation, I was again given the run around. I will be disputing the charge on my credit card.
On Sunday 1/31/10 we contacted Mr. Rooter regarding a main line blockage due to roots that needed to be...
On January 4th I came home to a complete freeze up of my sewage drain system.After waiting all day long, a...
I called Mr Rooter when the main waste line of my home became clogged. The clean out is in my backyard and...
On May 15th I called upon Mr. Rooter out of the local phone book. The problem was I could'nt take a shower run a faucet anything without water leaking all out from the garage onto the carpet. The tech shows up spending about 15 minutes tracking in and out and comes up with and estimate for 437.43 to cable through drain line with some cheap looking drain cleaner with Mr Rooter all over it, oh yeah and he also wanted to camera down the line for some reason or another. Of course I did what any normal person would do and told him to "GET THE HECK OUT OF MY HOUSE!!" After that I walked straight over to George my nieghbor's house and got a phone number of his local plumber, he showed up got straight to work and 35 minutes later he was done cost me 65 dollars, I didn't but no more had the check made out then the phone rang said "MR ROOTER" is was Allison from the company said that the tech that was their previously forgot to collect 67.59 for the estimate that was done. My advice stay far away from Mr Rooter the tech was less skilled than my local tech and they simply want to much money beware!! James Oklahoma
Oct 20, 2008 my sewer line was infiltrated with about 6 ft of roots from my tree (now mind you, I bought my house in Oct '06.) I paid $9100 to have MR. ROOTER (pieces of Sh%#) come out, put approx 30 ft of liner in, and they "fixed it" with a warranty. (Long story short...)
Oct 20, 2009... "Happy 1 Year Anniversary!" Guess what... Roots are back @ 20 ft, sewer needs to be re-lined again. They came out, told me it was under warranty (duh), and said someone would get back to me Friday... that was 2 days ago. I just called again and left a message for Scott the mgr to contact me. The last time I called, Wed, I was told that someone would contact me soon. What the hell is "soon" to them? I'm trying to be patient, however it's wearing thin. [protected], feel free to call them.) And they also told me taking out the tree wouldn't have made a diff.
This is a now "warranty fix." It began on October 19, [protected]@ about 7:30pm... still not fixed. I finally got a call from Scot and spoke w/ him in Vegas on this past Friday and has was very rude and curt. This was all AFTER calling Anthony, in Los Angeles (above Scott.) I had asked Scott, since I have had to take time out of MY day, MY family and My work to make all these calls and to get someone to contact... can someone compensate me, after all, it's been going on for a year (off n' on...) & $9100 (paid October 2008.)
* Scott's reply was: "I'm NOT going to pay YOU to fix YOUR problem."
What a great representative of the company... NOT!
Feel free to write and express your feelings! I have. =)
"cory.[protected]@mrrootertucson.com" <cory.[protected]@mrrootertucson.com>; "John.[protected]@mrmooterla.com" <John.[protected]@mrmooterla.com> (Current Owner at Mr Rooter)
My sewer line was blocked. I called Mr. Rooter because I saw them in town all the time, always on the move. They came over, went to my basement and ran a fiber-optic camera into my system. Then they ran a rooter and pulled out a bunch of tree roots. They told me they'd need about an hour to clean the pipes out, and it would cost me about $75. I agreed to it, and went upstairs to do some miscellaneous cleaning. When I finished with the cleaning, I realized they were still working (it had been nearly three hours. They told me that they had completely cleared the pipes, showed be a pile of muddy tree roots, and told me I'd be good for another 5-7 years before the roots grew back. I asked if they had a way to stop the root growth, and they said that the only way to do it would be to tear down the tree (oak, about 120 years old). They gave me the bill ($325!) and told me I had 15 days to pay it.
4 months later, the pipes became blocked again. I called another service--this time one that my parents recommended--and they told me that the blockage was throughout the pipes, all the way to the street, and that I would have to pay five or six-hundred dollars to clear it, then approximately $50/month to keep it cleared. They then recommended I replace the tile (the pipe to the street) because they had found some broken pieces while looking at it. My father, my brother, a friend & I decided to re-root the pipe ourselves and then find the broken spot (it was between the sidewalk and the street). We dug it up, and found that the pipes between the house and the street didn't seal. One pipe was of a larger diameter than the other, and they were just set together. Two weeks and about $50 later the problem was solved.
I made several complaints to the Mr. Rooter company for their falsification of information, overcharging, and outright fraud, but I couldn't reach anyone in person or by phone; and I decided to swallow the loss and tell everyone I knew about the company.
Always remember: Caveat Emptor (Let the Buyer Beware! [latin])