ROOTER-MAN

Besides arriving on time the cost they attempted to charge me was outrageous for the work. Cody arrived at 6am and at 6:07a he had already let me know how much his work truck was worth. Odd. By midmorning he had mentioned how much money he makes per year. Several times throughout the day he mentioned how many jobs (5) he was missing out on because of my problem. He water jetted 12 feet of pipe but the invoice had it doubled to 24 feet. He replaced 48 inches of pipe but the invoice had this at 96 inches. When he jumped in the hole to dig he let me know he makes triple to dig. He said that no one else could do this type of work and then asked my landscaper to cut the asphalt. He said several times that I should report this to my insurance, even after I told him I didn't need the advice. Cody's goal was to charge me as much as he could and if I was going through insurance I wouldn't care. When he showed me the service slip he could not explain how finding, clearing and patching 4 feet of pipe cost $3,400 but still tried to get me to sign off. No chance. My landscaper saw cut the asphalt and dug 80% of the 2 holes but Cody made it look like he did ALL that work. Brenda in the back office is unprofessional and said "fine, we will take the loss" and knocked off $1400. If by taking a loss she means she could have had Cody on 5 other jobs where they would have ripped off all those customers, I agree. They will screw you on price and have no shame.

This review is for Thomas Regan of Rooter Man in Billerica, MA. Tom was fantastic. He came to our house to fix a toilet clog during the Covid-19 situation. He then correctly identified that the issue was that the toilet itself had faulty welding, so unknown to us, we’d had this problem since we moved into our house. We then ordered a new toilet for him to install, received it from a shipper, and when he came to install it, it was damaged during shipping. We then got a new toilet from Home Depot right after Tom left, and he came back later the same day and did the install. He was nice, professional, and caring. Bonus points for having us in his systems and knowing he’d been to our house 3 years earlier for other plumbing issues we’d had. I am grateful to Tom for helping us during a challenging time. He was outstanding.

Quick and efficient. Sadly I forgot to use the $25 off coupon from their site, but otherwise went well.

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We called in an emergency situation (clogged sewage pipe, sewage leaking into basement) on Easter Sunday at 2:30pm. By 3:45pm, Tom from Rooter Man was at our house clearing the roots from our sewage pipe. The job took approx 45 min and he even offered us a coupon to save $20 from the previously quoted price of $275. We were thrilled with his punctuality, professionalism, and the way he took the time to explain the situation to us and offer up suggestions for how we could handle any future issues. This was our first time having such an issue and now we know that we will either need to get the roots cleared approx once per year, or replace our 100 year old clay sewage pipe, but either way Rooter Man now has a dedicated customer. 

UPDATE (changed score from A to B):
Just two weeks after our initial root cleaning, our sewer pipe backed up again (again, on a Sunday). Tom returned within an hour and went a little further this time to what he believed was the street at around 42 - 43ft. He recommended we get a camera inspection of the line, so we did that 1 week later with another company offering a cheaper rate ($280 vs the $450 quote from Rooter-Man). With the video, we were able to see that there was no repair necessary but that we still had a significant root bundle nearly blocking the pipe at 44 ft., and that the street came at 56 ft. We had Tom come back a 3rd time to clear the additional roots. All 3 visits were covered within warranty/within the purchase price of the first visit and while it was frustrating to have to arrange to be home for all of them, i was pleased with the dedication and customer service offered to me. On the other hand, had he spent more time clearing roots at the first visit and going further down the sewage line, we might've saved both him and ourselves alot of hassle.

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See above It went well

This was not the first time something fell in my toilet and clogged it. Previously another Rooter Man company had sent a guy out who skillfully and patiently pulled the item up. This crazy guy spent literally only 2 minutes trying to pull the object up and then started roughly forcing it down. He told me to hold off on writing the check because sometimes the toilet breaks when he does this! It did not work and he had to remove the toilet from the floor and now it all needs to be recaulked. Never use this company!