Mr. Rooter Plumbing of Yavapai Coconino & Maricopa

"I am so sorry to hear that you are unhappy with our service. I know that Dustin our field supervisor talked to you about your concerns and gave you a $50 credit on our next service call. I hope this has made your experience a little better. Thank you for allowing us to come back out to your house and provide more service:)"

"Thank you."

"Thank you"

"Thank you for using Mr. Rooter Plumbing."

"Thank you for the kind words, Clinton and the office staff really appreciate your business."

"Sorry to hear about your frustration with our pricing structure. Our pricing structure is task oriented with the additional tasks being lower than the others, as we are already out there, and we are able to pass those savings on to the customer. This is the first time that we have heard you were not satisfied with the work and service. We would appreciate a call and discuss what we did 3-1/2 years ago."

"Thank you."

"Thank you for taking the time to give us some feedback on how we served you."

"Thank you."

"Thank you for your business:)"

"Thank you for choosing Mr. Rooter Plumbing."

"Thanks for the positive feedback and look forward to serving your plumbing needs in the future."

"Thank you for choosing Mr. Rooter Plumbing and taking the time to give us some feedback on your experience. General Manager Mr. Rooter Plumbing"

"We thank you so much for the kind review. As noted in the other posts on Angie's List we value input and comments from our customers whether the comments are positive or negative. I will be sure to share your comments with our technicians so they can be sure to see the results of their efforts. Again, thank you very much for taking the time to post this! Mr Rooter Plumbing Operations Manager"

"We originally went out on March 5th because the pit would not empty. We recommended replacing the entire pump ejection system as the basin was damaged and undersized for the home it was servicing. The member declined and we ended up replacing the pump and installing a check valve. On top of that we replaced the metal lid on the lift station at No Charge. On March 16th we were called out again because the alarm was going off. We adjusted the float at no cost to the member, got the system to work for the time being and for the second time recommended replacing the damaged basin. Then on March 22nd we got a call the alarm was going off yet again. Once more we recommended the basin be replaced. The float was good, the pump had been replaced a couple of weeks earlier, and the basin (or pit as the member describes it) was caved in on the side which put the pump and the floats too close to the side of the basin. This caused the float to stick, which caused the alarm to go off. The cost of over $4,000 mentioned by the member was the total cost for the pump, the float, the pump basin, the installation…in other words; the complete setup. When we see something is damaged or broken and not functioning at its capacity we recommend replacement rather than Band-Aid fixes or part-by-part replacements. That approach, in the long run, ends up costing the homeowner much more money. The problem this member is having will continue until the basin is replaced. The damage to this basin is such that roots are growing into the side of it. The basin is made from a material that doesn’t allow for it to be “patched” or “fixed”…it must be replaced. I regret we didn’t do a better job in explaining this to our customer. Operations Manager Mr.Rooter Plumbing"

"We have no record whatsoever of being at this member's house. We cross referenced the name (first and last), we cross referenced the street address, and we cross referenced the city. No record of any kind showing this member is or was a customer of ours. Perhaps the service used was Roto Rooter and not Mr. Rooter. Operations Manager Mr. Rooter Plumbing"

"Obviously we hate to see unsatisfied customers. Mr. Rooter Plumbing strives to resolve any issues a customer may have with us. This case was no exception. The customer had noticed wet areas in the backyard for quite a while. She knew the areas of wetness were in the same area as the leach field but, by her own admission, didn’t call anyone to find out what the problem was because as the customer put it she “had a bad feeling”. When she finally did call, Mr Rooter technicians came out and had the septic tank pumped, repaired the effluent line from the septic tank to the distribution box, excavated, installed an entire new drainage system, backfilled all the excavation areas, repaired the influent line from the house to the septic tank and performed video inspections of the sewer lines and leach lines. The customer agreed to the charges of close to $23,000 and gave written authorization prior to the work beginning. At the conclusion of the job when it was time for payment the customer decided the price was too much. Even though there was a written agreement to the charges for all the work to be done Mr. Rooter agreed, in the interest of good customer service, to reduce the charges by about 24% for a total bill of $17,481.66. This all took place four months ago and unfortunately the customer felt the need to post a bad review, without comments, even though both sides appeared to have come to an agreement. Quality Assurance Mgr Mr. Rooter Plumbing"

"I'm glad to see you were pleased with the service. This job was done by another Mr. Rooter franchise. We don't go into the Gilbert or Tempe area...we cover parts of North Maricopa County, Yavapai, and Coconino Counties. I will let the other franchise know of your report. Quality Assurance Manager Mr. Rooter Plumbing"

"I am quite confused by this review. We have been to your property twice. The first visit was in September of 2012 and the complaint was the clothes washer line was backing up. We determined there was a massive amount of grease in the line, corrosion of the line, and multiple areas of root intrusion. We cabled the line (snaked the line), then Hydroscrubbed it to clear it of the grease buildup and the remainder of the roots, and then we put a camera in the line to make sure it was completely clear. We also gave you a three year warranty against blockage due to grease buildup. If it were to backup again because of grease in the next three years we would come out at no charge and clear the line. For all this we charged $485.25. Our next visit was the following month (Oct 2012). We were called because the drain was backing up again. We came out and cleared the line at NO CHARGE. At this point we discovered there was negative fall in the line for approximately six to eight feet. This was allowing buildup in the line and we recommended replacing the six to eight feet of line. The recommendation was declined and we left. Again, we did not charge to clear the line during this visit. It was done at NO CHARGE. This particular line had multiple issues: grease buildup, roots in the line, corrosion, and negative fall (or what we call a belly in the line). When the line was cleared from the roots and the buildup during our first visit we assumed the problem had been taken care of. When the line backed up again we knew there was an underlying issue and that’s when we are able to find the section of pipe that had a belly in it. Your contractor friend had the benefit of knowing the line had been cleared once already so he just picked up where we left off. We recommended making the repair you eventually hired him to do. Since he was a friend, and you had our price for the repair, he was obviously able to offer the repair at a lower rate. Mr. Rooter stood behind the warranty, came out the second time at no charge to cleared the line, and offered to make the exact repair your friend made. I don’t see what more we could have done and I am curious as to why you waited two years to write a complaint/review without first giving us a call to address your issue. Quality Assurance Manager Mr. Rooter Plumbing"

"Thank you for your candor in the review you wrote. Obviously we aren’t happy to hear you are as dissatisfied as you are. I would like to explain a few things: when we came out initially we needed to clear your blocked line to get you immediate relief. The best option for that was the Hydroscrub. It was explained to you that while the Hydroscrub won’t fix your problem it will usually clear the line enough so we can put a camera down and see what is going on. Had it been a matter of roots in the line the Hydroscrub would have brought you relief, however, your issue was a crushed line that needed replaced as well as three other lines needing to be reconfigured. Our quote included things you don’t mention in your review so I’m not sure you are doing an “apples to apples” comparison. We are very thorough and do everything to code. Bringing plumbing to code, using quality material, having all the necessary equipment, and not taking any shortcuts will naturally keep us from being the “lowest priced” plumber. As for the poor grades on our responsiveness and punctuality…unfortunately I have to admit we probably earned those grades. And that of course would affect the professionalism from your perspective. We were late in getting to you and we did not meet our commitments in the timely manner we are known for. We uncharacteristically dropped the ball more than once in getting the scheduling right for you and for that please accept my apologies. It is not the way we do business and thankfully it rarely occurs."

"Thank you for the kind review! We are very happy that you are pleased with the service. We certainly appreciate your business and look forward to working with you again."

"I read your review and remember this job well. We performed the service back in October of 2012. When we first arrived we suggested going through the floor and replacing the water line. You did not want to jackhammer the floor and suggested we try running a smaller diameter line through the existing line. You were told the water flow would decrease but you were fine with that as long as the floor remained untouched. When this did not work you pulled the toilet so we could reroute the water line inside the wall to the vanity. You were happy with this solution and at that point we proceeded to do the plumbing safety check that is a part of the complete service package. We made you aware of issues we discovered during the plumbing check and offered to correct them. You declined our offer to take care of these issues and at that point the service call was complete. I can assure you we are licensed, bonded, and insured. Our technicians are kept up to date on all the latest tools, technologies, and plumbing codes through our twice weekly continuing education sessions. It’s unfortunate that you perceived their attempt to make you aware of plumbing issues in your home as “high pressure sales”. The purpose of alerting you to these conditions is to allow you an opportunity to address the issues before they become an emergency such as a toilet or sink backing up. If you felt pressured please accept my apologies. Mr. Rooter Plumbing Quality Assurance Manager"