Master Rooter, LLC

"Ms. [Consumer Name Removed] we have spoken many times in length about this situation. We have reviewed the entire work order numerous times with you. You are correct you mentioned a company wanted to charge you $6000 to do a repair on your septic system, we came out at no charge and assessed the situation and our technician looked at the scope of the work and quoted the price lower than the other company to do the repair. The technician decided to be safe to do more exploratory digging to the older system and after a few more hours of exploratory digging the technician realized that the major repair would not work and not benefit you. He was very certain the repair wouldn't work and then we couldn't warranty the work and you would be out over $5000 with no help. We value doing the best for the customer and making sure if we can do the work and it will help the customer we will do it. In this case after a while the technician came to you and explained and put on the invoice in detail what was done including lengthy exploratory digging and pumping the tank. That is why the work order changed and the price was just for our expertise and time to ascertain the situation and determine if an expensive repair is worth it to the customer. The best option is a new drainfield which is very expensive but a long term more permanent fix then a repair. Especially since the repair would not function or be successful. We did apply a coupon after the fact for the exploratory dig services to try to help. We have taken your call everytime and have listened to your concerns and have spent numerous times accounting for a few hours on the phone to continue to explain your system and why we didn't do the repair. We feel you would be very upset if we took all that money for the repair and you would still be having issues. We maintain a good reputation by looking at everything, explaining it and then ensuring the services provided will benefit and help customers. This was the best option for you as it took time to review the extent of your older system and how bad it was due to age. We are sorry this didn't work out the way you wanted but we feel it's the best way to approach major problems. Septic systems are underground and if you are having problems the only way to determine the issues is to take time and dig and we brought over $150,000 of equipment with seasoned and trained technicians to review what was going on. You also mentioned you would have the other company come and do the repair for $6000 in our conversations after our service time there. We advised you it's probably not the best option and your money would be better spent in a long term solution. We continue to look out for your best interest in your ongoing problem and offered those solutions to you as well."