ComplaintsforMr Rooter of Salem OR

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been extremely overcharged and feel like I was taken advantage of. There was a part that was $0.69 but they charged me $740.30 for him to put this in the bathroom. I feel like if I had been a man it would have been an entirely different situation. I'm on oxygen and can't really get around much, and I feel like I was way over charged.

  

  Business response

  03/23/2023

  Hello *****,

  My name is **** and I am one of the Managers with Mr. ********************** Plumbing.  We received your original complaint on 3/20/23 at 1:11pm.  We tell customers they will receive a call back from a manager within 24/48 business hours, that gives us time to look into all aspects of the complaint.  Our customer service manager **** called you on 3/20/23 at 5:25pm to try and discuss your concerns and left you a message.  He was off 3/21/23 due to a personal emergency.  We received your call on 3/21/23 and advised we would call you back on 3/22/23.  ****, the customer service manager tried calling you again on 3/22/23 at 12:16pm and left you another message.  He also sent you an email trying to address your concern since we have called two times with no response.  We are a little surprised to see the content of your complaint.  Especially given you gave us a 10 out of 10 on our customer satisfaction survey immediately after our services were provided.  Here at Mr. ********************** Plumbing we are a flat rate shop.  We charge by the job and not by the hour.  We have set pricing for all jobs.  That pricing doesn't ever change. It doesn't matter if you are 18 years old, 30 years old or 70 years old, everyone pays the same price.  The price doesn't change whether someone is a male or female, the price is the same for everyone.  We are a highly reputable company.  I have worked for the company for 12 years and we strive to provide the best service to all of our customers.  We never take advantage of anyone.  We make sure that we clearly go over the scope of work and pricing before we do any work.  We require an authorization signature agreeing to the price and the work before we do the work.  We also require 2 more signatures after the work is complete agreeing to the work that was done and price.  We have all 3 signatures from you agreeing to the price and work before and after the job was complete.  We are truly sorry that you feel the way that you do.  It is unfortunate.  We encourage you to call ****, our customer service manager back to discuss your complaint.  We always try to work with our customers to make sure they understand how Mr. ********************** Plumbing operates, even if we don't understand or agree with the complaint.  Customer satisfaction is very important to us.  Please give our office a call to discuss your complaint further.  Thank you.   Tell us why here...

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We recently purchased an investment home and had a home inspection prior to closing escrow. During the inspection it was discovered that there were some plumbing issues including clogged toilet. We immediately contacted Mr ********************** to come take care of the clogged toilet including all plumbing issues noted under the house. We had the sewer line scooped and never received the video and then after contacting Mr ********************** were told we never ordered or paid for one. It was then requested that management call us to discuss the issue. The manager did call and it was discovered that there had been a video done but was corrupt and would have to be done again. Fast forward to today. We had other work being done under the house and it was discovered that all drains and sewer line is leaking into the crawl space. So essentially none of the repairs were completed and we were charged $1217.13 and per Mr ********************** $787.18 was for the toilet! Have you been to ********** of Lowes lately? Not sure where they got this toilet but a similar one from Lowes is $171.00. Its sad that there are companies that take advantage of consumers! Luckily we had someone go under the house or we would not know the work we hired them to do was not completed!!! We want our money back and plan to file complaints where we can so others do not get taken advantage of!

  

  Business response

  09/29/2022

  Hello,

  On 8/16/22 you contacted our office and wanted a sewer scope and a toilet unclogged.  It was specified on that call that you wanted a recording of the sewer line.  On 8/18/22 we sent our technician out and he went over the scope of work recommended and the price.  This was to install a Cadet Pro toilet as the old one was leaking at the tank as well as cable the bathroom sink and preform a camera inspection on the sewer line.  At that time, the technician called a manager onsite to inspect the sewer line for a second opinion.  The technician also noted that the sink was still draining slow due to pipe corrosion.  While the manager and technician were onsite, they provided 2 estimates for additional work that needed to be done and they discussed what was recommended.  At that time you were unsure if you wanted to go with the recommended work.  One of the estimates was for a Sewer line replacement and one was for a Waste line replacement.  The manager sent the estimates to your email, we have read receipts set up and it shows that the estimates email was opened by you.  Both of those estimates are attached as well as the invoice for the work that was authorized, completed and signed for acknowledging that you agreed to the work that was done.  Unfortunately the thumb drive that was used to record your sewer line had a malfunction and did not record correctly.  We were not aware of that yet because it takes us a couple of days to get the videos off of the technicians thumb drive and get them uploaded to send to the customer.  On 8/22/22 you called our office in a very upset manner and demanded that we send over the video recording.  You were told at that time that the concern would be passed along to management and you would get a call back within ***** hours.  On 8/23/22 our **************** Manager called you back regarding the video recording, he apologized for the unfortunate situation and scheduled for a technician to go back out the same day, record the sewer line and send you the recording.  You were satisficed with the resolution at that time.  On 8/23/22 our technician went out and took a video recording of the sewer line and it was sent to you.  On 9/23/22 you called our office again, in a very upset manner, demanding to talk to someone regarding the plumbing work that was done about 1 month ago.  You stated that we came out to fix a sewer line and that you had someone else out and they told you that you had sewage under the home.  You were upset because we were the ones that supposedly fixed that issue.  As stated in the original reason for your call on 8/16/22, you called for us to camera a sewer line and unclog a toilet.  During that service call you agreed to have us replace the toilet, camera the sewer line and cable the bathroom sink.  We also had a manager onsite that left 2 estimates to fix all the additional plumbing issues, which included the waste leaking in the crawl space.  At that time, you chose not to have the recommended work done. On that call you threatened to file a complaint with the BBB and go to your attorney.  We were a little but confused because we were not hired to fix the leaks in your crawl space.  You chose not to go with the recommended work.  All we did was replace the toilet, cable the bathroom sink, camera inspect the line, provided a recording and left 2 estimates.  During the call you demanded that you speak to a manager right away, we informed you that the concern would be passed along to the manager and you would get a call back in ***** hours, you continued to demand that a manager call you within 24 hours.  we advised that your concern would get passed along to the manager and you disconnected the call.  On 9/23/22 our **************** Manager called you back regarding your concern.  You explained that you were upset because we were supposed to fix the leaking section of pipe from your toilet to your sewer.  Our manager went over the scope of work that we preformed on 8/18/22.  You disagreed with what our manager told you.  He tried to explain our process, how we charge, that was have multiple signatures of you agreeing and understanding the work that was done on 8/18/22.  You continued to remain upset for the remaining of the call and then you disconnected the call again.  At this point, we feel there is nothing we can do.  We preformed the work that was proposed and agreed upon.  We left estimates for additional work that needed done and you chose to not have that work done.  We don't like when any of our customers are not satisfied with the work that we do but we didn't do any wrong in this situation.  We believe there may be a lack of understanding or confusion on your end as to what work you agreed to have us do.  The toilet that we installed is a Cadet Pro toilet that we purchase from a wholesaler. ********** does not carry that exact toilet. They carry one with a similar name so it may appear to be a similar toilet but it is not the same toilet or same quality as the toilets we get from our wholesaler.  We stand by the products and material that we install in our customers homes.  We do not take advantage of our customers.  We communicate clearly and make sure we acquire multiple signatures before and after the work is completed to make sure all of our customers agree to the scope of work and price before doing any work.  Attached you will see a copy of the invoice for the work that was preformed and the 2 estimates that were left.  We are sorry that you feel the way you do but we stand by the work we did and we feel we tried to handle your concerns timely and justly.  

  Customer response

  09/29/2022

   
  Complaint: 18141655
  
  I am rejecting this response because: We were never told that sewage was spilling out in the crawl space and now has to be cleaned before the toilet can be used. We moved a tenant in and now can not provide essential services. This should have been disclosed by your technicians at the time they inspected line recommended replacement. We were never told this was happening and needed immediate attention. This is not acceptable and shows lack of professionalism. Again if we would have known sewage was leaking in the crawl space we would have had this fixed as soon as it was possible prior to moving a tenant in and also would have been a more affordable fix~Now we are having to deal with a restoration company to clean up the sewage. That and now having to provide tenant with a means to use a bathroom damage is adding up.
  
  
  **** & *******************

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I requested a detailed invoice from the company to see why we were charged as much as we were because the person did not finish the job. We had our sump pump replaced and he did not put the lid back on and it is something my husband and I cannot do. Our garage smells gross all the time. I contacted the company afterward twice and have not been able to talk to the manager. They did call back once but left a voicemail. I then sent an email to them as well.

  

  Business response

  10/25/2021

  *****,

   

  We apologize for the delay in getting back to you regarding this issue.  Our Customer Service Manager will be looking into this matter and will contact you today 10/25/21.

  Customer response

  10/27/2021

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

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