ComplaintsforMr. Rooter of Tupelo

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technicians came to show us and tell us what was causing our toilets to overflow. They ran the camera down the pipe to show us and stated that they would have to come back to clear the pipes. The tech stated that it would cost $700 to bring the jetter back on Monday. We told him that we would think it over and call to reschedule if we decided to get the services done. However, when my husband walked them outside to get more information, the tech informed my husband that we owed $847 for the services that they performed that day (2 hours visit). They charged this fee without explaining why, the pipes had not been cleared and the toilets are STILL overflowing but we are out of $847. We called the company to voice out our concerns and yet nothing has happened to reimburse our money. Some technicians came back out to look at our pipes and still did not clear the pipes. For over two weeks, we have TWO toilets that can not be used but Mr. Rooter of Tupelo has $847 of our money. We want our money back. No services were done or completed to justify paying Mr. Rooter of Tupelo $847. Please help us to get our money back so we can get the help that we so desperately need to get our toilets back working.

  Business response

  01/24/2023

  Tell us why here...
  
  Mr. ****** ******* called us out on 1/6/23 complaining that his sewer main was stopped up. Technician got to job and ran cable down line and pulled back grease on cable. Text suggested that he needed a camera ran to inspect the line and tech gave cost of the camera inspection period Mr. ****** ******* accepted camera inspection and signed invoice where authorization signature goes with price. Take then pulled the toilet and found excess buildup of grease and lawn. Tech then suggested that a jetter would need to be ran to clean uh that cable will only punch a hole in the grease and not clean the pipe. Mr. ****** ******* told tech that he would think about jetter. **Note text spent 2 1/2 hours on job that can be verified; camera cost is $695.00 for the first two hours and $195 each additional hour after; take only charged for two hours and a $95 service charge plus tax period
  Mr. ****** ******* called office back on 1/9/23 demanding to be refunded that his toilets were still not draining. That he called **** ***** ***** that is the president of all the Mr. Rooter locations and she texts Mr. ****** *******. This is impossible because This is ***** hasn't been with Mr. ruder for over six years. He also claims to have called Columbus, Starkville, and Oxford Mr. Rooters and they informed him that we did not do our job and they should refund him fully-this is also impossible because all of North Mississippi is owned by one person with one central office in Tupelo Ms.
  On one 1/10/23  I **** ********* called Mr. ******* and agreed to meet him at his house on 1/12/23 because he was busy all morning 1/11/23. I told Mr. ******* that I would meet him after I left the DMV on 1/12/23. DMV was taking longer than expected, so I called Mr. ******* and told him there was  delay he said no problem tha he would be there all day. Mr. ******* then text me at 10:06AM informing me that he now had an appointment at 11:00 that he had been waiting since 8:30AM. I reminded him that he said he would be there all day now he had an appointment. I told him my DMV appointment was taking longer if it was easier we could mee tup first thing in the morning. On 1/13/23 he text back see you later.
  Got to job on 1/13/2- first job of the day. I **** *********, the technician, and helper met Mr. ******* at his house. I asked him what what's going on. He aggressively said my house won't drain and I asked if it was stopped up now, he then said no it's draining now. I ask was it draining after my tech left and he said yes. Then I asked where his tank was located; if he could take me back to it. He walked backyard where I immediately noticed that his drain field was dug up and possibly replaced. I asked Mr. ******* was your drain field replaced and he replied yes. He had someone else install chambers I then asked him if he had a copy of the health department recommendations, he reminded me that he had text them to me. I replied that's right according to the health department the only system that will work on his property is a treatment plant with sprays. He then said that’s bull**** that the person that installed his chambers said it would work.
  I then had my tech and helper dig up the lid of tank to open. Then I had Mr. ****** ******* run the tub and keep it running. Once we opened this tank we found 3” PVC coming from house and into the tank I told him that was the also a problem that you cannot go from 4”cast iron under slab step down to 3” PVC to a tank. After explaining that the health department would not recommend chambers, his tank started filling up. Mr. ******* needs a recommended system on his property for his house. I told Mr. ******* that I would credit half of his camera job if we install the health department approved treatment plans.

  Customer response

  01/24/2023

   

   Complaint: ********

  I am rejecting this response because: This company is holding the refund that rightfully ours ransom in lieu of us allowing them to do future work. This is unacceptable. The partial refund should just be given because it's the right thing to do.  

  Regards,

  **** *******

  Business response

  01/25/2023

  We are not refunding any amount nor are we holding any refund hostage. We stated that we will credit half the amount of the camera job; if we install a health department approved system. Mr. Rooter Corporate received the same complaint and is closing the complaint as resolved due to us going above and beyond the service provided. We cannot nor should not be held responsible for someone else's bad work or Mr. or Mrs. ******* not complying with the health department recommendation.
  
  
  Kind Regards,
  
  **** *********
  

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