Mr. Rooter Plumbing of Greenville

"We do apologize for not getting back to you with the estimate. This is not normal, as we only make money when we follow up on estimates and perform the work. Since your review, we have implemented new systems to make sure we don't miss any required estimates. In regards to giving us an "F" rating solely based on price, we don't feel that is fair. We came out promptly at no charge and also provided an estimate at no charge. Everything was up front. We do it this way so that the customer can make a decision if the price is appropriate for them and give them a chance if they want second opinions etc. To give a company an "F" because someone else is less doesn't really make sense. You can always find someone cheaper on any service or item that you purchase. It doesn't make the other companies bad. They might provide other value associated with the cost that others aren't providing. Or they might just be more on that particular job. That's just the way it goes sometimes. If you look at our other reviews here and on Google, you will certainly see that we are not an "F" company."

"Thank you so much for the kind words. It means the world to us when a customer thinks enough of us to use our company multiple times. If you ever have future problems, please don't hesitate to call us."

"While we appreciate all reviews left on Angie's List, it is often more beneficial to call us directly and allow us to attempt to resolve the concern before posting a negative review. The Toto toilets that you are referencing are available on the HD website but are not kept in stock at HD. Our technician could not have gone to HD to pick up this toilet. They are stocked at the supply house we use and this is where we purchased the toilet. Typically the supply houses carry a better grade of parts and toilets than HD will and we try to install the best products possible. I understand that you felt the price was to high but the toilet was priced upfront from our price guide. You agreed to the stated price and we promptly and professionally fixed your problem, along with providing a warranty on the problem. Our customers are required to agree to all work and pricing up front via a signature so that there are never any surprises regarding the work being done or the price being charged. We can provide you with a copy of your authorization at the price you stated if you don't have a copy. Despite all of this, we are more than happy to attempt to work through any issue if you simply contact our office. Customer satisfaction is very important to us. It is a little late though once incorrect information has been posted on a website."

"[Member Name Removed], while we appreciate the comments, we did give a price upfront in writing before we started the work and had you sign for the pricing. So while you might not have thought it was going to cost that, it certainly was not a surprise and it was a price that you agree to. I'm sorry you decided to rate us a "C" for that."

"We very much appreciate you contacting our company for your plumbing issue. While we appreciate your concern about the pricing, we utilize a system upfront with all of our customers to assure that they know and agree to the price BEFORE we start any work. All of our pricing comes straight from our price book and is the same for all customers. We gave you the price in writing and requested that you sign off on the work and the pricing before we started, which you did. If there was an issue with the price, it should have been addressed prior to the work being completed. We do not force our work upon anybody and we would have been happy to leave and allow you to select another company if the price was such an issue. Giving us a poor rating after the work and pricing that you agreed to is completed is not very fair. We promptly showed up at your home at no charge and per your own admission, completed the job quickly and professionally. Regardless of anyone's expertise in pricing, nobody but us knows what our overhead and cost of business is and therefore what rate needs to be charged to make a modest profit. If you were to compare with the other big-box plumbers in town, you will find that our rates are actually very very competitive. We warranty all our work and stand behind our product and work 100%. If you have an issue five years from now, our company will still be here to quickly and professionally handle your problem. Again, we do appreciate the input and really do understand the concern about pricing. Our system of giving estimates is in place so that no customer ever uses our services without knowing, understanding and agreeing to the price before we start. We hope that you understand that our response is an attempt to give full honest disclosure to you and other Angie List members about how we operate. Our Angie's List ratings are very important to us and we take all input very seriously. It was our pleasure to serve you and we hope to earn your business again if you ever need a plumber."

"Thank you for your review and for your concern about our pricing structure. We use a simple method to alleviate any concern about price. We do not charge to come to your home and evaluate your problem. We then give a no-charge estimate with the exact cost of doing the needed repair from our price book. The customer then has to approve the work and sign off on the estimate before the work begins. The technician is happy to work through any price concerns at any point in that process. I hope this explanation helps! We hope to serve you again in the future. Please call our office if we can help with anything."