Master Rooter

Master Rooters were friendly, professional, knowledgeable and thorough. There was a mix up with my telephone number and Sam at the office was willing to reroute a truck to get to me that day. When the plumber called he was very knowledgeable and based on additional questions he asked, I was prepare for the drastic increase in services needed and price. What started out as a $375 job ended up being $3,000. They did a thorough inspection and as he had communicated over the phone it was a more serious issue, my pipes were crumbled. I appreciated the way he explained everything and there was no high pressures sales pitch just an open, honest conversation. I highly recommend Master Rooter. I will definitely use them in the future.

After numerous phone calls and waiting all day, the plumber never showed. I spoke with an agent once, but could not get anyone to answer afterwards. A plumber called the next afternoon as if nothing had happened. His excuse, " Oh, I thought the appointment was for today."

I called the Master Rooter for inspection, which cost $99.00 as advertised on the website. Crew came, pumped the tank, changed some parts (they said were necessary to change - I do not argue with it - important is that they charged for parts they did not change and service they did not perform). I was not home at the time - I ordered inspection only and when I was told that septic tank needed to be pumped out - I believed. 1. I was charged $850.00 and additional $100.00 for inspection. 2. Field lines were not pumped, but I was charged another $525.00 for it. 3. I was charged twice for "replace outlet/inlet Buffle-T - two charges of $350.00 = $700.00. There is only one opening in our tank - only one part was replaced. It was a problem to receive documents from the company My advise: do not give then credit card for payment - they ask for it before job is even finished. And, be there to check what they are actually doing, take pictures to have proof that things were done and not done.

The response was that they are not allowed to pump the tank unless I agree to them making the required repairs. I know that this is not true as I have a licensed individual that I have worked with before to make the actual repairs.

The company kept in contact with me as to when they would be at our home. They were professional, friendly, answered all of my questions. We have only lived in this home for a year and had no idea where the septic was, they found it buried a lot deeper than it should have been. Only to find out it had been a lot longer than we were told that it had been pumped out. What a mess the last homeowner left us. They cleaned everything out and only left a minor spot in the yard to put back together. It could have been a lot worse and it cost a more than we had budgeted, but I had done a lot of research on the internet about septic systems and everything Scott told me was right on. I am confident that we are good to go for about 5 years. They even emailed me pictures so I had visuals of all the work that was performed.

Called Master Rooters on a Monday, they scheduled Wednesday...(willing to do Tuesday but that is my volunteer day). Called to let me know they were on the way..called again that they had experienced Alternator issues on the truck. Rescheduled Thursday. Again were Excellent at communicating changes in scheduling. Ethan called once more to let me know when they were about 15 minutes out. No time range of four hours for this business and great communication.. The house we live in is from 1993 and we had only done septic tank twice/ possibly three times prior. When Ray and Charlie started digging I mentioned that we had been using Charmin for the past several years. Ray told me he would let me see when they dug it up but that it had been his experience that Charmin was NOT a good choice with septic. After they dug out the tank..he asked me to come out and see. What a shock! He had the shovel in the tank and it was standing straight up in the sludge at the top . Having had my septic cleaned before I knew this was not right. The stuff at the sop is supposed to process and the solids sink to the bottom. Ray the technician and Ethan were very professional and informative. OMG-Charmin toilet paper is the worst for septic issues! Now we use will better for septic. safety. The not totally processed Charmin stayed at the top and back flowed into the lines creating a nasty mix of Anaerobic and Aerobic bacteria (sludge). It also backed up into the Access Line (from the house..) creating a future problem with the sewage flowing into the septic tank. Yes it was pricey...but a lot less so than having the sewage back up into the house OR the yard. All they said was true and complete. They were thorough and worked four hours...even answered questions posed by my neighbor. Would definitely recommend Master Rooter (Ray and Charlie) and extra thanks to Ethan for describing the septic system as a digestive process. Carolyn S.

May 28, 2015 To Whom It May Concern: The purpose of this letter is to commend to you Mr. David A. Morrow and the staff of Master Rooter, of Gainesville, Georgia. On April 21, 2015, at the suggestion of a friend, I contacted Master Rooter to look at a septic tank problem that we hoped could be remedied with a chemical flush. Before noon on that same day, a technician arrived to look at the problem, and called me to report his findings. It took an hour or so for him to troubleshoot our problem, but he was on the phone with me to explain what he found, and described in detail why he could not use a chemical flush, he even sent photographs from his cell phone via text message to me. He explained why the project would cost more than expected. This good communication was helpful to me, in that the house in question belonged to my father in law, located in metro Atlanta, but my wife and I live two states away. They must have called or text me ten times throughout the day, asking for permission to proceed. The technician was very expressive of technical terms in a way that was not condescending but very helpful for me to make important decisions about a costly repair. Once I gave him the go-ahead, he and his crew were on it and had completed the work before dark. I was impressed with their professionalism and their polite and thoughtful communication. They completed the work and I paid them as promptly as they had responded to my call. Once week later, another septic tank company that I had called to assess the same problem in January, showed up on the same property and proceeded to duplicate the work just completed by Master Rooter. No one was at the residence, the house was vacant. They did not call to say they were on the site ready to work, or to inquire about the obvious evidence of work on the septic system, the only call I received from said company was five days later to say the work was done and we owed him $ xxxx.xx dollars. I thought it was a prank call, but came to realize that three months ago I did ask them for a quote, they provided the quote, and I told them to go ahead?but nothing happened. Ninety days had lapsed so I had concluded that they did not want the job. Enough of the sordid details. The point of this letter is that when I contacted Master Rooter to get the facts straight, it became clear that Master Rooter had done nothing wrong, but as I said above, had done everything right. In spite of this fact, when management at Master Rooter learned what was happening to my family, and the underhanded dealing of the other company, they graciously offered a significant cash rebate of the amount that I paid them. I did not ask for the refund, but they said they regretted the way we were treated, and wanted to show good faith in helping us through this tough conundrum. In light of the horrendous experience, I cannot say enough good about Master Rooter. I f you have subterranean water or septic issues, I highly recommend you call David, Ethan, Andrew, or Scott at Master Rooter. There is nothing quite as valuable as peace of mind and confidence that the people you are paying are doing the work with skill and integrity. If you want to call me, I am ? Paul Hugger Millers Creek, North Carolina 336.902.6611

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Communication was poor. Didn’t call back when they said they would. Claimed delays were because of the County, but when I went to the County I received the paperwork in 5 minutes. If you think they are going to pump your tank for $159 you are kidding yourself. Wait till they open your tank and turn to you and tell you the needed repairs will cost over $2000. Research on this company turned up others that experienced the same thing I did. Check comments on the Better Business Bureau. Notice the name of the street the business is on??