"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."

"Just a quick note to Thank You for taking the time to submit this review. We appreciate you giving us a call and will be ready to help anytime you need us. Regards, Quality Assurance Manager Mr. Rooter Plumbing"

"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"

"Thank you very much for the review. As always; comments, questions, reviews, etc. are always welcome. We appreciate your business and look forward to working with you again when you have the need for plumbing services in the future. Regards, Quality Assurance Manager Mr. Rooter Plumbing"

"Dear member; I am sorry to hear of your dissatisfaction with the service provided you by our technician. Please note I attempted to speak with you as evidenced by the voicemail I left. I was very concerned when I read your review and called the technician for an explanation. The $1700 you were quoted wasn't for the pump only. That quote also included reinstalling the entire pump setup. The pump was only two years old and should not have burned out already. One of the main reasons it did is because it was installed improperly. Merely replacing the pump and not reconfiguring the setup is going to result in the new pump burning out prematurely just as the old one did. The mention of pumping raw sewage into your backyard is not at all what he suggested. He offered an alternative to pumping by simply operating your septic on a gravity flow system. Your leach field is downward from the tank and he believes the pump is unnecessary. By using gravity instead of a pump you eliminate the pump, floats, etc that require service and replacement. The gravity system is a more economical way to operate your septic and leach field. I hope this clarifies the misunderstanding I am sure has occurred here. Please feel free to call our office and ask to speak with the field supervisor. I will be glad to go into detail what I briefly explained above. Best regards, Mr. Rooter Plumbing Quality Assurance Manager 877-759-7555"

"Thank you for the great report card! It is much appreciated. Hopefully you won't have need for plumbing services again in the near future but please keep us in mind if the need does arise."

"Thank you so much for your comments. We appreciate that you gave us your trust in taking care of your plumbing issues and look forward to serving you in the future should the need arise. Our customers are our biggest asset and we certainly appreciate your review. Regards, Mr Rooter Plumbing Quality Assurance Manager"

"Thank you for your comments regarding the service we provided recently. I'm disappointed that you are not 100% satisfied. Hopefully an explanation will help you to better understand our pricing guidelines and our procedure to provide extraordinary service. Our technician was dispatched to your house with a complaint of a possible water leak. To verify and/or locate a leak can sometimes take hours. We instruct the technicians to charge a diagnosis fee anytime there isn't an obvious, visible leak. We take into consideration all the information our customers give us but we do not base our repair charges on the diagnosis of our customers or another plumber. Once the customer authorizes the diagnosis charge by initialing and signing the invoice (as you did), the technician begins his work in finding the leak. In this case it was determined he would needed to dig down to the water line and follow it for a distance of fifteen feet in order to locate the leak or leaks. There is a charge for digging (it's not included in the repair price). Prior to starting the dig you were made aware of the charge for the digging and once you initialed your authorization he began digging. Once the leak was exposed the technician was then able to determine what needed to be done to make the repair. He wrote the charge for the repair on the invoice and obtained your authorizing signature before doing the work. The technician then took care of the other plumbing issues you mentioned above (in the description of work). As is our procedure he obtained your written authorization after disclosing the price for each item. The hot water issue was due to a faulty faucet and it was just pure coincidence that it gave out while the technician was there. As a gesture of good faith our technician agreed to remove the charge for the diagnostic fee at your request (a $149.95 value). He also drained and flushed the water heater at no charge ( a $127.49 value) and installed two stainless steel braided supply hoses in the kitchen at no charge (a $114.88 value). Our pricing structure is set up as a task oriented system. The pricing structure we use is not an hourly based system. We charge by the task (which includes parts, labor, etc.). We have used the hourly and parts based system and we have used the task oriented system. Our customers have made it clear they prefer the task oriented system. Finally, there is no valid excuse for me not getting back to you sooner. Please accept my apologies for that. I spoke briefly with you this morning and at your request will give you a call back later in the afternoon. Regards, Mr. Rooter Plumbing Quality Assurance Manager"

"While I am pleased that you are satisfied with the sewer line cleaning I do want to apologize for the tardiness in getting to your property. I have talked with the technicians and there is no reasonable explanation for the tardiness. We are usually very, very punctual as it is a very important ingredient of offering superior service. Unfortunately we failed in this particular incident. Regarding the water used to scrub the sewer line; we never know how much it is going to take to clear the line. Because of the particular set up of this machine the tank needs to be empty (or very close to it) otherwise it affects the operation of the truck on the highway. Once in a while we overestimate the amount of water needed to clear the line. In this case that is exactly what happened. We have procedures in place for incidents such as this and I have reiterated those procedures with the technician that performed that service for you. Regarding the recommendation by our technician for work needed to be done inside the house; you are referring to his comment that you needed to change out the temperature and pressure relief valve. This is a major safety factor in every home and the water heater manufacturers are the ones that recommend its replacement every two to four years. If the relief valve is not changed it poses a great safety threat. We simply bring it to our customers attention that it needs to be changed. Many, many other plumbers won't go near them but that is one of the things that separates us from the rest. We want our customers to be made aware of any and all safety issues. Thank you for your honest feedback. These comments are very important to us as they help us to continually improve our service and enable us to offer the best service possible. Regards, Mr. Rooter Plumbing Quality Assurance Manager"

"Thank you:)"

"This is an incident that occurred just about three years ago. When we learned the member was unhappy with the service provided we made an offer to come out and do it again at no charge. We agreed with portions of the complaint and in the interest of good customer service we not only offered to perform the service again at no charge but we offered extra services at no charge in an effort to show the customer we valued his business. This member refused our offer and chose to go the route of small claims court. The result of that was a settlement to the customer that was far below what we were offering all along. We realize that in the course of servicing thousands of customers there will be a time that something may be overlooked and we are more than willing to correct any oversights or errors. We always try to offer more than what the customer initially requested. In this case the customer requested an unrealistic solution and by going through the small claims court ended up with far less than we were offering. Even after the settlement we made the original offer again and the customer chose not to accept it. As evidenced by all the prior reviews on Angie's List we strive to make every customer's experience a pleasant one and one that results in answers to their issues."

"Thanks for taking the time to speak with me on the phone last month. As I mentioned we recommended removing the roots with the HydroScrub service to guarantee complete removal. Using the cable never completely removes roots, can damage pipes, and becomes a safety issue when there is a large amount. The ideal fix would be to replace the broken line that allowed the roots in the first place but you declined the repair. What you refer to as a sales pitch was actually a review of the Plumbing Safety Check we perform at each property after the initial service. You and I discussed this and you expressed your understanding that the technician was informing you of plumbing items that needed attention in the near future. I apologize that he wasn't more clear in his explanation of the safety check. Not sure what two hour minimum you are referring to in your review. The $213 you paid was for cabling the sewer line and there is no minimum or maximum on that service. We do charge a fee for the video inspeciton of the sewer line and it has a two hour maximum but the video inspection we did for you was at No Charge. The technician did that at no charge as part of the service in his attempt to clear the line of the roots. I'm sorry you felt the service was a bad experience for you. The vast majority of our customers appreciate the fact that we are willing to do a plumbing safety check that makes them aware of plumbing items in need of repair or replacement. A lot of times the items we point out that need repair can be taken care of by the homeowner. We simply list what we would charge should the homeowner wish to have the work done by a licensed professional. Obviously we value every one of our customers opinions and are greatly disappointed when a customer feels they received less than excellent service. I hope this explanation, in addition to the conversation we had a couple of weeks ago, clears up the misunderstanding of the Plumbiing Safety Check. Regards, Quality Assurance Manager Mr. Rooter Plumbing"