ComplaintsforMr. Rooter Plumbing

• Initial Complaint

  01/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/4 I contacted Mr. Rooter, told them I had a toilet overflow & flood my dining room & water mitigation couldn't come for at least a week so my insurance company wanted me to get a plumber to diagnose and fix the problem. Young plumber came, gave him insurance form to fill out, was told ***** at the office would have to fill it out. He removed toilet, said problem was in the toilet itself, I asked what caused the clog & he said poo. I said so it wasn't a lego or anything else & was told no. I was told to put the new toilet we purchased on instead of the old one would be an additional charge so we told him we would put it on ourselves. After he left I called ***** in the office and was told they don't deal with insurance companies & couldn't fill out the form because that could make them accountable. I told her I specifically told her it was for insurance that I had called them & she basically called me a liar. She said the invoice would give me the info & I could fill the form out myself. When the invoice said nothing about the clog or issue that caused the overflow I called back & just kept being told they didn't unclog anything even though I told her he specifically told me he cleared it & it was just waste & that it was an issue in the toilet itself & again she didn't believe me & said that all they'd done was remove and reset the toilet - even though they did NOT reset the toilet at our request. I told her no one would pay $189 to simply have a toilet removed and left upstairs in their bathroom & nothing else done. I was told by the plumber before he did the job that the office would fill out the form. If he was wrong that is on the company & not my problem, I would have told him to leave if he'd said they wouldn't fill it out. Now I'm left not knowing if he found the actual problem or fixed it & have to pay another person to come check & possibly fix & now my claim may be affected. ***** said she would call me back after talking to him but never did.

  

  Business response

  01/26/2023

  I added the response in attachments.

  Customer response

  02/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: their response contains several false statements. She admits that I stated when I called that I needed service FOR MY INSURANCE COMPANY & then told me when I called after that they don't deal with insurance claims & claimed that I did NOT tell her when I called that this was what it was for. I was not told at the time of scheduling that they wouldn't work with my insurance company. She also claims I was trying to get them to say they did something that they didn't do - completely false. I was told by THEIR plumber that he had cleared the clog & even asked what caused it & was told it was "just poo". I was NOT asking anyone to lie & I greatly take offense to that accusation, I was asking them to verify what I HAD BEEN TOLD by THEIR plumber. The whole purpose of my appointment was diagnostic - as was indicated by her admission for why I called them to begin with. The plumber never stated that to determine if the clog was cleared he would have to reset the toilet or I would have let him reset the old one & we would've just changed it later. I asked if the problem was resolved & he told me yes. What I was trying to get her to understand was that now that they had removed the toilet & worked on it how was another plumber supposed to come in & diagnose the problem for the insurance form - she just wanted to accuse me of nefarious intentions which is comical given my level of honesty. I have zero record of any call backs from them in my phone & if they supposedly called me back then why would they not leave me a message? She simply didn't want to deal with an upset customer. For the record, I used one word of profanity on one of the 2 calls - it wasn't as if I was continually cussing her out. She accepted no responsibility for anything & offered no apology or regret for an unsatisfactory experience. They claim to have a get it right promise, that's false advertising.
  
  Sincerely,
  
  **** *****

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