Mr. Rooter Plumbing of Temple

We had a backup issue in our house coming from our Kitchen sink area, so my wife called Mr. Rooter. They came out and troubleshot the system and it basically looked like we had a busted pipe under our house. A dig crew was needed to excavate under the house. This process began Monday 26 Sep. The dig crew arrived Wednesday 28 Sep, we were told 8 am and they showed at 11 am. The 40 feet of digging was completed Friday 30 Sep. Plumbing was done Saturday and Sunday to fix the broken pipe. The City Inspector was scheduled for Monday and Tuesday, showed Tuesday. Diggers showed back up to backfill on Thursday, but did not show up Friday because of a separate site location. They had an issue with a truck, accident, for Saturday, so digging did not complete until Monday, 8 Oct. Throughout the initial process the 2 techs, Chad and Mike, were courteous and respectful and kept us informed. However, after we called the Operations Manager, Sharlene on Monday to inform here of our frustrations with the digging crew and since we had to pay extra for rock (understood) I wanted to know what compensation the company would provide due to the igging crew taking so long. Long story short, we got nowhere, she was disrespectful to both me and my wife over the phone. I explained to her that both Techs told me the diggers overbooked themselves and when we called into the office over the weekend we were informed that multiple people called in complaining of the digging job not being completed. However, once Chad and Mike showed up on Monday, they spoke a different tune and mirrored what the Operations Manager Sharlene told me on the phone in direct contrast to what the techs told me the week prior. On top of it, Mike approached and talked to me the entire time in a very unprofessional manner and was disrespectful to me the entire time, as well as lie to me about where the diggers were on Friday, that NOW all of the sudden they were NOT overbooked (talk about toeing the company line that the Operations Manager stated). Also, he stated we were expected “Unrealistic Expectations’ on the work being done. When I mentioned I took the day of to work on my yard and now I can’t, his response was, you can still go back to work, seriously? Talk about ZERO customer service support. Up to this point I had been very frustrated, but was still not sold on not going with company ever again, however once Mike spoke to me in this manner it made up my mind. I also did not realize that a 5 year plan (Advantage Plan) was an extra cost. I realized this once I saw the itemized bill that we were charged. We were never asked about this and when we were told about that we would be getting it, assumed that is was included in the cost because of the high amount we were spending (over $27,000). It is obvious to me that this company is better at covering their rear than taking care of customers and with attitude and lack of customer service support, I gave them every opportunity to make this right, but it is obvious that money is more important to them than taking care of customers. I am fed up and done.

It probably only took a couple of hours. They are great. They're always very professional.