Mr Rooter Plumbing of Grand Rapids

After having Penning Plumbing "clear" my sewer lines twice within 14 months, they recommended having my sewer pipes replaced. I found Mr Rooter, because at the time they were the only ones that would sleeve new pipes with minimal lawn disturbance with the technique they used. After getting a quote, Bryan told me that guy wasn't there anymore, so they'd take out two sidewalk squares and replace the pipes from there. Fearing another sewer backup, and after some back and forth on getting the correct price on the invoice (foreshadowing), Mr. Rooter sent Bryan and Briton to replace all my pipes from my house to the city of Grand Rapids pipes on March 15. Instead of entering from the sidewalk, they excavated from in front of my house instead and added an outside sewer access. They finished in one day and Bryan said he'd be back the next day (March 16) after the city of Grand Rapids checks the connection to fill the hole they made. I didn't need to be there, so I paid the remainder of the invoice. I came home on March 16 to find the hole filled, but a lot of ground not replaced and left on my lawn and landscaping (see photos). I called and left a message as it was after hours expressing my concern because of the rain in the forecast and tried to replace some of the ground myself. The weekend passed with no reply (foreshadowing), but I did receive the final invoice on March 18 with the charge for sidewalk removal still on it. The week of March 20 the city of GR came out to check their lines, and found Mr Rooter had come up by about 7 feet. Mr. Rooter did not replace about 7 feet of pipes they were contracted to replace. Over the next two weeks I would call and email with little response or movement (foreshadowing), and in the meantime, I had leaks in my basement where I never had water come in before. Finally I spoke with Briton who said he would come out to check. I asked about the leaks, and he said I'd have to "wait them out" before they stop. A few days later I spoke with Bryan, after he missed an appointment, and he said if they were short it was only by a foot. The next day Drew was dispatched to my house, who confirm Mr. Rooter was about 7 feet short. He didn't know why they were short or why they didn't say anything, but said this isn't how they should be doing work. He wrote a report, but nothing came of it. Long story short for the sake of this review, for the next two months I called and emailed to get an answer from Mr. Rooter. I spoke with Megan and Alicia. Cara was assigned to my job, she texted me once to say she was still working on it, then never again. I also never spoke to Byran nor Briton again. The owner, Mr. Matt Engel, said he would contact me about the situation, but never did. He also said, through Alicia, he would refund a partial amount, but never did (I did receive a refund for the sidewalk removal earlier on). The best I got from anyone at Mr. Rooter was they were sorry, they agreed with my frustration, they pride themselves on communication and this isn't how they handle their business. Yet I only ever received the contrary. On their invoice they have a "No hassle" guarantee, where, if the customer isn't happy within the first year, they'd fix it. Effectively, the whole franchise ghosted me instead. Eventually I contacted the corporate office, Neighborly. They recorded everything and wrote up a report, but because Mr. Rooter is an independent franchise, they can't do much else, which is unacceptable. Since, I have sought legal council and filed a complaint with the Better Business Bureau, which is still open. My suspicion is that this was Mr. Rooter and its owner Mr. Engel's gameplay: to wait out the customer because the customer is libel to lose interest before any real consequences are incurred. If they did it to me, they've probably done it before and will probably do it again. It's pathetic and cowardly. My advice to others is: if you have a sewer backup, call your city/municipality FIRST. If you need sewer and/or plumbing services, DO NOT call Mr. Rooter.

service was excellent

They were able to come out the same day and fix the leak that had created a pool in my ceiling and was dripping water to the floor below.

It went okay.

Great job! All cost were explained. I would definitely use them again.

unknown

I think it went okay. I would advise people to stay there while they are working to ensure everything gets taken care of.

unknown

My toilet was clogged and had a house full of people for the weekend. After trying to unclog it myself had to call someone. Mr. Rooter was available and at my home in minutes. It cost $268 for 5 minutes worth of work; not really work maybe 8 turns of an auger.

unknown

As well as can be expected!

John - the lead man was very professional with the job and his team. They got all the work done exactly the way they said they would when he estimated & diagnosed the problem.