Mr. Rooter Of Bergen County

"I have been a licensed master plumber since 1985 and in business for myself since 1986. I do not take any complaint regarding my company or employees lightly. I try to view any complaint as objectively as possible putting myself in the “customer’s shoes” in an attempt to understand their perspective in order to help solve any issues in a manner agreeable to all. In response to the member’s complaint I respectfully offer the following After arriving on site: August 24, 2010 My lead technician (20 years of experience) and his partner (15 years experience) assessed the situation and developed a course of action which included utilizing our high pressure hydro scrubber in an attempt to clear blockages in 5 existing storm drains. The member was informed and agreed to our standard two hour minimum charge of $732.00 and the extra hourly rate thereafter. We cleaned out an existing driveway area drain by hand to a depth of @ 2 feet in order to better access the piping. We cleared one of the lines however our attempts to clear the remaining piping proved futile as the piping was collapsed and full of dirt. There is absolutely no way we could know this prior to the job start. The camera was utilized to both confirm our suspicions of collapse as well as locate where the problems were located. This was done to satisfy any questions there might be concerning pipe integrity,etc.It was also done at no charge in this case.( the normal charge for camera and location is usually $373.00.)Piping collapsed in this nature cannot be cleaned but must be replaced. We informed the customer of the facts and suggested a landscape contractor may be an appropriate choice for the pipe replacement. The final bill of $732.00 plus 7% sales tax of $51.24 totaling $783.24 was presented and paid in full. As to the question of time spent on the job, I am certain we were there significantly longer than the complainant suggests. Too many tasks were performed to realistically think otherwise. As to the suggestion I was unresponsive to his complaint I can only point to my own 25 year record in dealing with this type of situation. This one is highly unusual in that for some reason I’m learning of an unsatisfied customer some 4 months after the fact. I can not speak for the individual franchises besmirched by the member; however I can speak for the organization as a whole as well as myself. We hold ourselves to high standards constantly striving towards excellence. We may stumble along the way at times, but we always try to do what’s right. To that end I respectfully reject the member’s resolution request as my review of the facts concludes with my company being above board honest and forthright with all that occurred. I trust this will help clear up this unpleasant matter."