My tenant called Mr. Rooter for a back flood from the toilets. I was out of the country with a bad cell connection. I gave my tenant full authorization to do what is needed but Mr. Rooter rep had to reach me which made the process really hard to complete. My authorization to my tenant wasn't good enough for them.
They were not willing to do anything (even come to inspect the situation) before they had my credit card number on file.
They used a snake to remove some blockage and claimed to fix the issue. That was done from one opening at the pipe by the pictures I got. I do not believe they tried to do it from a farther away opening as that opening was full of water. If that was opened they would have noticed that the water are not going down and hence the sane they did was only the side affect. They recommended to power flush the pipe with high pressure water to prevent future problems and estimated that at $1500.
The issue was not resolved. Two days after I had another back flood. In the mean time nothing was thrown down the toilet. not even toilet paper.
I called them again after few days. They said that the work was not warranted (first time I heard that). They told me that all calls are recorded and they can play it back to me. I asked to get the call recording but never got that...
They said that they were not willing to come back without extra charges. I did not feel comfortable with that service level.
I went to find another plumber who came immediately and found the issue - blockage at the entrance to the septic tank. The power flush they suggested would have been a real disaster if done. it would not have helped.
It seemed that all they wanted to do is charge per service and emphasized that and have me buy membership more than anything else.
I had to get a plumber to go down into the septic and break a completely plugged baffle with a hammer.
Mr. Rooter was only willing to fix the issue from within the house - much cleaner job.
I am happy I didn't get them to do what they wanted since it would not have worked (after two other plumbers have looked into that and gave their opinion).
- Company Response
Thank you for taking the time to send us your feedback. It is disappointing that you were unhappy with the service, however I am unable to locate this job in our system, perhaps it was booked under a different name? If you can provide me with the name provided for booking I would be happy to do some further investigation.That being said I can try and speak to some of the points you left in your review. It is company policy to obtain a credit card number from the homeowner when they can not be present for the work. It is also for the protection of your home, we want to make sure that you are a part of the process and that any work being performed on your home is something you approve of. It is company policy to obtain all information from the home owner including a credit card as you are not present on the site.
If you would like to discuss this in further detail please feel free to call our office at 1-866-905-8099
Mr. Rooter of Caledon