Complaints

• Initial Complaint

  11/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/22/22 I had a plumber come out. Within 5 minutes he was gone & said the job was done. By the 2nd toilet flush he already had the cap on & packed out by the time I got outside of my small home after flushing the toilet for him. Ive always had past plumbers run the water & flush the toilet many times to get a lot of water going before they left. So this was not common. He said it was fixed & hes the professional so he left. As soon as he left realized the issue wasnt fixed as the washer was turned back on up which was full of water. Called many times & left voicemails was ignored, never returned. Business is 24/7. finally got through to somebody on the next morning. The office manager told me I'd have to pay another whole other fee of $239.50, like I paid the night before. Claimed her plumber fixed the issue & it was baby wipes. No way it was baby wipes. We never flushed wipes in our home as my partner manages a apartment complex & they have issues with people doing that there. We havent had wipes in the house at all for 5 years. She proceeded to tell me I was lying & her plumber fixed it that they'd come back out but I had to pay the whole fee again. I tried telling her the story of what happened & she kept talking over me & wouldnt listen. I asked her to stop talking for a moment & hear me out. She then got rude with me & told me to stop talking. She wanted to offer no help or no accountability for the job not being completed. It would be different if I would have called a month after they left or even the next week. But not less than 30 minutes to be ignored over & over. The plumber knew he didnt fix the job. Another local company came out with their camera, went right to the spot of issue & fixed it. They also pointed out they personally knew the plumber & guessed what I was told was the issue. He said that plumber has been known to say that MANY TIMES.job was never finished that was paid for. Let me know if any documents are needed. Receipts from other plumber?

  Business response

  12/01/2022

  We informed the consumer that she had cracks in her main sewer line, we told the consumer that we could service the line but it would just keep having the same issues until the line is replaced. She agreed to our service on both visits then cancelled the check and refused payment. We have sent the original invoice to collections.

  Customer response

  12/01/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  The plumber was called to service that area of the line where the tree roots are coming through and instead went the opposite way and said the issue was UNDER THE HOME NOT where I told him the issue was, or even told them where the issue was when I made I appointment. That part of the line wasnt even touched! He informed me he took care of it and not even 30 minutes later ignored all calls when we realized the issue was in fact not taken care of. I was told the next day the issue was baby wipes by the extremely unprofessional office lady manager, which was false.  We've never  flushed wipes down our toilet nor have we had any in our home for years. Yes we were informed  that this was going to keep happening until the line was replaced. But this job that I called them for, which was to clear those roots out of that specific part of the line was never done this time. The plumber also tour up a large potted plant while at my home, and was in and out in 5 minutes. Another plumber came out instantly and fixed where I had orginally asked Mr Rooter to fix. And I was told to have a plumber come back out I'd have to pay the fee ALL OVER AGAIN  because of the plumber "did his job" and cleaned out the "baby wipes" so it wasnt offered to come out and fix the issue that the plumber had failed to fix the first time. They wanted paid again for a job that should have been completed the first time. No reason for a customer who calls not even 30 minutes later and leave MULTIPLE voicemails, to have to pay the fee all over again when the job clearly wasnt done the first time. And on this day of service the guy mentioned nothing about tree roots, I'd like to hear a recording of where this specific plumber on this visit informed me of tree roots. He said the issue was resolved under the house and then the rude office lady who shouldn't work with customers at all informed me of baby wipes. The story isnt adding up. This morning with collections- because yes I'm disputing it, said the paperwork shows a different issue of a cable line being in the way so them being until to fix the issue. Cable line is on the outside of the fence, we just had all utilities marked actually. So not where that came from. I was LONG TIME LOYAL customer up until this. And to be treated this way has been insane. I never expected for job not to be completed and then demanding pay AGAIN to complete the job that should have been done the first time. Again was never told by the plumber that day of anything other than he fixed the issue loaded up and was gone. Destroyed plant and house flooding as soon as he left and then the not returning a call or even picking up the phone with a bussiness that's suppose to be 24/7. That shows guilt there to me when the 24/7 company avoided my calls that same night. If the plumber would have done what he was asked to come out and do, which is clear those roots as has been done before we wouldnt have this issue. Instead he went the opposite way because it was easiest for him to sit on his bucket and be gone as quickly as possible and then to ignore the customer calls. I have an invoice from the other company that actually did the job. We wouldn't be here if Mr Rooter admitted fault and came out and fixed the issue that was paid for already. Which was to clear the tree roots. How is it that Mr Rooter hasnt brought up any of the baby wipes OR how they, the plumber, ignored what was asked of him to do which was to clear those tree roots, or how I was told I'd have to pay the fee all over again for the job that wasnt completed right the first time. Why should a customer have to pay all over again to have a company come out that didnt complete or do the job that was asked of them? Again if they would have said ok we'll be right out and actually fix the issue that was ASKED AND PAID FOR this wouldnt be as issue. But that was not the case. Again I'd want to hear recordings of where this plumbing mentioned tree roots to me. He said it was under the house and issue fixed after not even watching the 2nd flush in the house nor running more water down the pipes. I have an invoice from the other company if needed to show that the job was not completed by MR Rooter. They just tried to say the issue was fixed and ran with the money. Check was canceled because job wasnt completed as was asked and they refused to rectify the situation, as well as the office lady hanging up on me. When the office manager lady hangs up that seals the deal of them not wanting helping further. Why would you hang up on a customer?  They have turned it into collections and will be turning in paperwork to them to prove the job that was asked of them wasnt done by them as well as call records to show ignored calls and   voicemails. 
  
  Sincerely,
  
  ******* ******* ********** ******* *******

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