Mr Rooter Of Worcester

I like that it was fast and efficient. They got everything done that I needed done. He was very efficient. I've had no issues. Everything was fine.

Original appointment for 3PM on day of delivery. Plumber arrived at 5:30 (was told he was five minutes away at 4:50). In my house until 8:30PM, but could not successfully install dishwasher. Was told I needed to have a carpenter come to level floor to enable installation. Appointment set up for 9AM (window until noon) two days later. Had not shown up at 12:53, and when I called I waited over 1 hour for them to get back to me with information that individual had gotten called away to another job and not told them. Asked at that point if I would stay home from a third day of work to try it again. Absolutely horrendous service, communication and professionalism.

This company was hired as a vendor for our relocation to MA. They were hired to connect our gas dryer. Before I tell what happened, I must set the scene. My husband & I were relocating to MA from PA. For the 3 prior days we were having our PA home dismantled and packed up with movers coming/going in house. We then drove 11 hours the 4th day. On this, the 5th day - the movers were in our new house - coming/going - disarray everywhere. This is when Mr. Rooter calls to come to reconnect the gas dryer. That was fine, but my head was swimming. When the plumber was reconnecting the dryer (a service 'free' to us as it was part of the relocation), I mentioned that I had a new facet to install. Knowing my husband could do this, but since we were so busy, and a plumber was already here, I thought it was worth consideration. Plumber said he could do it. I asked for price. He showed me columns of prices, if we bought there special plan. I don't know what happened, my eyes were glazed, his writing was messy. I thought I was agreeing to $25, instead it was $250! Then when he put in my facet (250 and I had supplied the facet!!), there was a 'leak', so he had to do something else. All told it was $632.61 to put in a facet that I had bought from Costco for $50. I was so upset, I felt the plumber took advantage of my situation. After my head cleared, I called the company to explain that I thought they were unfair. The general manager would call me they assured me. Nope, never called. I would never, ever, use this company.

It was the absolute worst experience ever. Everyone on their team was unprofessional from the people answering the phone to the owner. I can't even count the number of lies we were told or the number of hours we spent waiting for them to show. After waiting for many hours that first day, a couple of workers finally showed up at 10:30 p.m. I was in bed. Of course we had expected them mid afternoon and were assured many times they were on the way. Anyway, they got the old heater out - but could not install the new unit. Claim was they did not have a common part on the truck. Crazy. Needless to say the unit was not installed that day (so much for the guarantee) or even the day after. Fed up, we hired another firm that showed up when they said they would and had all the necessary parts. We are currently fighting Sears to foot the bill for the plumbing firm that we hired.

Mr Rooter of Worcester demonstrated an appalling lack of customer relations and terrible communications skills. After receiving no phone calls prior to installation (or the morning of), I rang Sears dispatch around noon for an update. Was promised a return call by Sears and/or the contractor; never heard back. Called again...twice; still no news nor any word from the installer. I finally insisted that Sears put me in touch directly with their contractor, which I did not know was Mr Rooter of Worcester until I asked "with whom am I speaking" once Sears had transferred my call. The Mr Rooter representative was evasive and refused to provide any tangible information. I could get no commitment about my place on the schedule nor whether the hot water heater would even be installed on Friday, December 9th as per my order. Just tell the truth and communicate with customers, even if it's bad news. After literally begging for any sort of answer, and eventually asking to speak to a supervisor, I was put on hold. When returning to the phone, the rep informed me that Mr Rooter field personnel "may" not be able to do the installation afterall on Friday (it was now 2:00 pm). He suggested that we reschedule, but was unable to confirm Monday of the following week, suggesting that Tuesday or Wednesday would be more likely. I was told that it would be 6:00 pm before I might get an answer as to when a new installation date was forthcoming. Mr Rooter has clearly overcommitted and/or is severely understaffed. I called Sears to complain and was told they had received numerous reports from customers of similar problems with Mr Rooter/Worcester Gold, now the ONLY Sears-authorized plumbing installer in the Boston Area. The waste of time, frustration and dis-information surrounding the installation is not worth the aggravation or any perceived savings on the purchase price when comparing Sears with another appliance retailer.

I would never call them again.