Mr. Rooter of Maryland

On 9/4/2012, I called to make an appointment for Monday, 9/10/2012 @ 9:00 am. At 9:29 am on 9/10/2012, I was telephoned by the company and informed that the technician had an emergency call but was now finished and should be at my residence in approx 30 minutes. By 10:40 am, no technician had appeared nor had I been called as to any reason for the delay. I called the company and they provided no reason for the delay. I rescheduled the service call for the next day, Tuesday, 9/11/2012. At 8:30 am on 9/11/2012, I was called and informed that the technician had a flat tire. The person on the phone made no effort to try to persuade me to reschedule for another time. I can only assume that they are not interested in my business. Update: On 9/12/2012, the General Manager gave me a call in response to my review on Angies List. He apologized and indicated he wanted to make things right. He offered to provide the service for free and we scheduled an appointment for next week. I am appreciative of his response and will update the review based on their performance after completing the job. But his call does show that customer service means something to his company and it also indicates the positive effect of consumer reviews on Angies List. 9/18/12 Update: Preventive maintenance service call on the drain was performed. There is approx 40 feet of below-ground drain that collects run off from the gutters and empties into the street. The drain also collects from the perimeter drain in the basement in the event that the basement collects water from heavy rains. Keeping the drain clear is important otherwise the run off from the gutters could back up into the basement. The technician, James, arrived slightly early. He was clean cut, very polite, and diligent in his work. I was so impressed by how James approached the job and the fact that the General Manager made the effort to provide good customer service that I signed up for their 5-year Advantage Plan membership. While I may have encountered a "rough" beginning in my dealings with the company, I am very happy and satisfied with the outcome. Doubly so because the effort to make things "right" was initiated by them. That shows a high degree of responsiveness and that they value customer service. I would highly recommend their service to others.

The experience with Mr. Rooter was excellent.

I have used Mr. Rooter in the past and have been very pleased with their work so I purchased their Member Plan. I called to schedule an appointment to fix a very small leak in one of our pipes. They scheduled for someone to come out about a week later. I received a phone call prior reminding me of my appointment, as well as the day of letting me know the technician was on the way. Andy arrived on time and was very friendly and professional. He immediately put down a mat outside the front door to wipe his feet on, as well as "booties" over his shoes when walking in the house. We really appreciated this as we have new light colored carpeting, not to mention we are under contract to sell the house. We showed him the problem and he said it should be no problem to replace that small section of the pipe. He quoted us a price then got right to work. As he started on the project he realized it was going to be a lot more complicated than he anticipated due to the fact that the pipe was in such a place that he could barely get his hand into let alone a blow torch. Andy did a bunch of problem solving, explaining everything to us along the way. The job that was supposed to be simple turned into a couple hour project. Andy even went to the store to get additional materials. Despite this fact, he still only charged us his original quote, when he could have easily tacked on a couple hundred dollars more. Customer service and satisfaction was obviously more important, which was pleasantly surprising. You don't find that too often these days. Andy was an exceptional technician who provided excellent customer service. We would not hesitate to recommend this company.

So, we had a backed up kitchen sink. I lost my senses and decided to remove the garbage disposal assuming that was the issue. I made a huge mess :) So, after seeing the outcome of the reason folks don't call me to do plumbing I signed up here and decided to try Mr. Rooter. I was surprised at how quickly they responded and the fella they sent out was very quick, professional and clean. He put on clean-room booties after being outside before coming back inside ... didn't track a thing in the house. Very, very nice given all of the other stories I've heard of workmen making a mess. This guy was awesome. I promised myself I'd stop by here to leave a positive note as many folks only make the effort to leave negative feedback when there is an issue. Use these guys - they're fast, clean and pleasant.

Mr. Rooter has the proper equipment to cut through tree roots thus providing a viable option to the need for a sewer line replacement.

They were the sixth plumber I called (the first four declined to provide a written estimate). Scheduling the estimate was easy. They were flexible enough to agree on a time that was convenient for me after work. Walter showed up a little late but his office had called an hour earlier to warn me and offered to reschedule. He was professional and informative, explaining clearly the work he felt was needed and why. He took pictures and measurements and promised me a written estimate by email within 24 hours and delivered. Questions I had about the estimate were answered promptly and professionally, agreed to corrections were promptly applied and the contract was signed and faxed. Work was scheduled within a week, delayed by weather and rescheduled as soon as the weather permitted. They showed up on time, treated us and our property with respect, handled unusual situation without complaint or price increase, completed all work skillfully, neatly, and on-time. All work was done with appropriate permits and inspections. Site was restored as promised in contract. Despite awkward site, work was completed without damage to adjacent timber retaining wall or concrete stairs. Mr. Rooter will definitely get future plumbing work from us.

They were okay. They were extremely polite and professional both over the phone and in person. The person that came was quite late but he never called to let me know. I would consider using them again.

They were very good about calling before they arrived for the job. They completed things on time and diagnosed the problem accurately. They were very professional and I will continue to use their services in future.

Great experience with this company. I called and had someone out there within hours who diagnosed the problem and resolved it quickly. Clean, neat , and professional. I would highly recomend them.

Overall if you are in a bind and need something done quickly I would use them again. Otherwise I would ask for quotes from other providers before signining on.

We had a break in the cold water line coming into a bathroom sink -- DIY gone wrong since my husband was attempting to replace the faucets in the bathroom in order to stop a leaky one. We ended up with a 2-story indoor water feature for a couple minutes as water cascaded from the second floor bathroom all the say down to the basement! We called several plumbers to get estimates and Mr. Rooter was the best. It appeared the broken pipe was due to a metals mismatch in different parts of the system. Walter, who did the inspection, was very thorough in explaining what the job seemed to entail -- accessing the plumbing through the kitchen ceiling and replacing pipes all the way down to the basement if needed to eliminate the metals mismatch that corroded and broke the pipe. He was also familiar in a general sense with old houses like ours -- very knowledgeable about how things tend to work, the typical history behind old plumbing systems, and so on. Rob drafted the estimate and was equally thorough. He included work on parts of the system that would have to be touched no matter who did the job. In fact, we chose Mr. Rooter because they seemed fair and thorough. Another plumber gave us an estimate for the complete job that was within $100 of Rob's estimate and essentially covered the same work, but importantly, did not include work on parts of the system that would have to be touched to do the job -- for example, the cold water shutoff valve in the basement. If it broke when the water was turned off or on, the other plumber would have charged extra. Rob included replacing this valve in his estimate, so there was less chance that touching it would cause some unexpected additional expense -- and the job could not have been done without touching that valve no matter who did it. Walter returned on the agreed day to do the work along with Robbie. They were on time and very professional. They accessed the bathroom plumbing through the kitchen ceiling -- very messy, lots of noise and plaster dust, but they put down tarps before starting to work and cleaned it all up very nicely before leaving. The kitchen ceiling fan interfered with their work and they disassembled it for safety reasons. Before putting it back together, Robbie even cleaned the blades! Once they had the hole in the ceiling, it was easy to see that a lot of the work covered by the estimate was not necessary and, in fact, the pipe that broke seems to have been the only weak link in the system. There was no way for any of us to have known this without creating the hole in the ceiling though. We just bought the house, so had no specific knowledge of the system and no one at Mr. Rooter was specifically familiar with our house either. After discovering the true extent of the work needed, Walter replaced piping on the cold water feed to the bathroom sink that same day and the final bill for services was adjusted to $1000, down from the original estimate of about $3000. Since Rob had originally estimated two days for the job, we negotiated with him and Walter to have Walter come back the next day and replace the bathroom and kitchen faucets and the garbage disposal in the kitchen sink. This additional work cost a little over $700 -- we supplied the faucets. Our plumbing works just fine now. We're very happy and we love these guys. We'd definitely use them again. It's an old house (built in 1902) and I'm sure we'll have other plumbing issues. I also want to mention Karla in the office. She was terrific -- knowledgeable, friendly, professional. Awesome service, great people -- thank you so much!

It was great. They were courteous and professional and they did a great job.

It turned our wonderful. I love them. It works wonderfully now, smells much better, and it doesn’t back up anymore. They offered to come right away, they were prompt, pleasant, and I thought their pricing was very fair and clear. He cleaned up well and I was good to go. I have nothing but nice things to say about them.

Would definitely use them again - came within their time estimate, work was done quickly and well havene't had any further problems since and will call them again if needed.

They didn't charge me much because there were no parts. I don't have anything negative to say. They came and did what they had to do. They came when they said they would come. The disposal has worked fine. The people who came out were very nice. The overall project went fine. The price was right.

There was a pipe in the basement of our rental house that had a leak. It was more than a leak. He was really good. He was able to take care of the leak pretty quickly. It was something that definitely needed to be addressed right away and he was able to get the work done. His price was reasonable. He was a little bit late to arrive. We would use him again in the future.

Highly recommend agency for plumbing work of any kind. Curtious, professional, and willing to go the extra mile to get the job done right. For example, the plumber installed an airtub motor for us and later discovered the previous plumber mislabled the hot and cold pipes. Consequently the plumber had to come out and reinstall the pipes. He did so promptly and on a weekend of all times at no additional cost to us.

Our bathroom sink decided not to drain four days before Christmas. We tried all the standard home remedies, but nothing worked. A message left on the evening of the 22nd got me a return call from the Mr. Rooter staff the next morning. Happily, they were able to put us on the following day's schedule. As promised, the plumbers arrived the next afternoon. The problem was fixed quickly and efficiently, and they cleaned up after themselves. The only small hiccup was the scheduled arrival time. As might be expected, given the time of year, there were a couple of unanticipated emergencies at stops prior to ours that caused our appointment to be delayed several hours. However, someone from the office kept us updated, so we weren't waiting in limbo.

I called after the office it was closed. The person on-call took the message which included when to call me in the morning. The office called me right on time and scheduled an appointment for the next day at a specific time. About 2 hours before the appointment the office called to ask if the plumber could come early. When does that ever happen! When Marvin arrived, he put on booties to cover his shoes so he would not track dirt into the house. He was very neat in all his work. We surveyed the pipe path together before he began his work. He always let me know what he as doing and educated me about air and grease in pipes in a very friendly way. After he completed the requested work, he did a whole house plumbing check-up. When he found a slow running bathtub drain, he showed me a tool I could get and how to use as he cleared hair from the drain. It was about enjoyable an experience as a plumber could be. I would definitely use them again!

They were great! They came out right away. I called them at 3:00 and they were here by 4:30. I was pretty surprised that they came right away. They are very professional. I have no complaints. They fixed the problem right away and I didn't have to worry about it. The problem presented itself and it was taken care of in two hours. The price was reasonable.

Great! Dwayne was very punctual, friendly and got the job done!!! He was very accommodating!!!

There was a leak in the toilet at one of our rental properties. Mr. Rooter made an appointment that day and rebuilt the entire plumbing system of the toilet. The issue was resolved quickly and completely.

The service was fantastic from the minute we called Mr Rooter of Greater Baltimore to when it was time to pay the bill. Our call was answered immediately, even at 4am on a Saturday. The representative we spoke with asked us questions that helped to keep us calm in the middle of what we thought was going to be a pretty ugly situation. We were walked through the scheduling process and scheduled right away. The technician, Rob, called when he was on his way so that we knew to expect him. He was right on time and arrived at our doorstep with a doormat of his own so that he wouldn't track dirt onto the carpet. He introduced himself and got started with problem solving right away. Rob provided us with an estimate and explained all of the details of how he came to that figure. We knew exactly what we were paying for and why. He even made some suggestions that saved us about 30% for the whole service. He also recommended a water heater that is much more efficient than most other models which is great in the long-run. Rob suggested we do a walk through to check for other issues that we may not be aware of. Sure enough, together we found the the cause of a mysterious ceiling stain to be a slowly leaking fitting. Rob fixed that immediately and then went on throughout the house, explaining the potential problem areas. We didn't find any other unknown issues but we were glad we took the time to check with Rob. We were able to pay the bill by phone using our debit card through their very friendly account manager. The whole process was very simple and just took a few minutes. I didn't even have to look for my checkbook. The whole experience was so simple and professional, we will definitely use Mr Rooter for all of our plumbing needs. We deal with several property owners and refer Mr Rooter to all of them.

The technician was very courteous and thorough. He made sure that I understood everything that needed to be done and why. He also made sure that everything was all cleaned up before he left.

I called a plumber because my sewer line was backing up into my basement bathroom when the other bathrooms were used. Robert's Plumbing was the second plumber I called. The first plumber I called came out and said it would be more money because they needed 2 people to get the machine into my basement. I told them no. That's when I called Robert's. They arrived within 20 minutes (which I wasn't expecting) and did it with only one person. They finished within one hour and saved me $165.00 (the extra amount the first plumber wanted for the same job!). Thanks Robert's!!!! You're awesome.