BBB Accredited Business since
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This company offers plumbing services.
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A BBB Accredited Business since
BBB has determined that Mr Rooter Plumbing of Portland/Vancouver meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Mr Rooter Plumbing of Portland/Vancouver include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 6 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||4|
|Total Closed Complaints||6|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Licensing, Bonding or Registration
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Steve Ferree, Owner Ms. Amy Johnson, Customer Service Manager
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Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
PO Box 789
Gladstone, OR 97027 (503) 292-9279 (503) 653-5301 (503) 641-9593
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Additional Phone Numbers
- (503) 292-9279(Phone)
- (503) 641-9593(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.
|5/13/2014||Problems with Product/Service|
|10/7/2013||Problems with Product/Service|
Problems with Product/Service
Read Complaint Details
Complaint: While I was away in uniformed service, my wife called Mr. Rooter about two of our toilets that were having flushing problems. Two Mr. Rooter technicians came and installed two new toilets. They grossly overcharged for the labor and fees to conduct the replacement and installed the exact toilets my wife said that she did NOT want. Yes, there is a signed work agreement. However, the work order is ambiguous. It does not give any identifiable information on the toilets beyond the brand and inches of offset. It is not detailed and does not disclose the amount charged for the labor and fees associated with the installation. And, it does not give the names of the technicians who did the installation. My wife does not understand plumbing, does not know what the fair market value is for the services rendered and was bilked by the professional image of company. The Mr. Rooter representatives did not adequately explain the charges nor adequately describe the toilets that they were going to install, deceiving her. In light of the fact that Mr. Rooter exploited my wife's ignorance and installed the wrong toilets, I called and asked for a refund in full. They refused.
Desired Settlement: I am asking for a full refund on the services rendered on the basis that Mr. Rooter employed deceptive business practices, price gouging and installed the wrong toilets.
Business Response: Initial Business Response /* (1000, 6, 2013/07/03) */ Multiple conversations took place between our customer's husband and I (Field Manager of Mr. Rooter). Throughout these conversations it was determined on my part that there were no steps that were missed by our technician in regards to our protocol. Our technician was up front about our pricing structure and provided the customer with options to either clear the clogged toilets or to replace them in order to minimize probable future issues. The customer made the decision of her own accord to replace both toilets that had multiple issues in the past. She was then provided with the exact cost for the replacement, which was explained to include the cost of parts, labor and a one year warranty. The customer signed our invoice with the provided cost accepting the terms of service without any reservation or indication that there was any issue with cost. Our technician along with one of our plumbers proceeded to replace the toilets. Once the work was completed, our technician collected payment and obtained another signature from the customer as an acceptance of the work completed, again with no indication that there was any issue with the quality or cost of service. This all took place on 06/12/2013. On 06/15/2013 the customer's husband returned home on leave from military service and was made aware by his wife of the work that was performed by Mr. Rooter. He immediately called in to our office and filed a complaint due to pricing. I returned his call as soon as I was made aware of the situation the following Monday morning in attempts to resolve the issue. I listened to his concerns including, but not limited to, his accusation of our technician taking advantage of his wife's "ignorance in plumbing". I responded by telling him that the price was not made up by our technician on the spot, but rather is a set price in our Menu Pricing Guide for a toilet replacement. I also told him that we stand behind our quality of customer service and would like to work with him to reach some sort of solution. At this point he informed me that the only solution that he would accept would be a full refund of our services on 06/12/2013, removal of new toilets that had been installed, and payment for the time that he had put into taking care of the situation himself. He continued by threatening that if we did not meet these demands that he would report us to the BBB, seek legal action for reimbursement as well as lead a negative PR campaign throughout Clark County, Washington with the sole purpose of hurting our business and its reputation. At this point we decided that our best course of action was no action at all. He made it perfectly clear that there was no middle ground to be found. As we had followed and included all steps with his wife throughout the process, it was determined that there was no fault on our side and no refund was given. Final Consumer Response /* (4200, 16, 2013/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Making money is far more important than customer satisfaction to Mr. Rooter of Portland. When I called to ask for a refund, the first words out of ******* mouth were, "We can't give you a full refund." Not, "Oh, my. Please tell me more about what happened so I can understand more about the nature of your complaint." That is what a professional customer service representative would have done if he was truly interested in service. But, obviously protecting their ill-gotten money is the only agenda this company has. And, they blame the customer as being "unserviceable." Online consumer advocacy sites have multiple reviews complaining of price gouging by Mr. Rooter. Their price menu is the tool of their deceptive business practices. They show an unknowledgeable customer a picture of a product and a lump sum price. They do not give a product description and they hide their outrageous labor costs in this fancy, nondescript catalog of services. In my case, my wife was not even shown this price menu. She was just given a lump sum price on a work order and told what they were going to do. Then, they proceeded to install a product that was the exact seat height my wife said that she did NOT want and charged an exorbitant amount of money for labor. This is an absolutely unacceptable and deceptive business practice and to call a customer "unserviceable" because he wants a refund clearly demonstrates bad faith and pure greed. Customer satisfaction is obviously not a priority to this company. I am glad that this exchange will be publicly posted on the BBB website and that a demerit will appear on Mr. Rooter of Portland's account. Please do some online research and you will see that this company has review, after review, after review of overcharging. Final Business Response /* (4000, 14, 2013/07/26) */ As previously stated, even though there was nothing wrong done on our part, we were willing to work with our customer's husband to reach some sort of solution. Our Menu Pricing Guide, which prices up front, by the job and not by the hour, is used by our company every day. The reason we use this pricing guide is to provide the customer with an exact cost prior to work started. This leaves out any guess work as to what the total will be once the work is completed. Our track record of positive customer review is a testament to the way we do business. Deceptive business practices and demonstrating bad faith would be a violation of the very code of values that is the foundation of our company. Superior customer service IS our primary goal. However, in this specific case our customer's husband chose to be unserviceable.
|3/18/2013||Problems with Product/Service|