Reviews

Review Details

• Review fromMary Beth N

  Date: 11/18/2024

  I will never use Mr. ********************** or suggest them to anyone I know. I called for a mainline blockage issue. The technician was unable to locate a cleanout so he said he had to go through the vent stack to access the pipes. This triggered the clause of no warranty due to improper access. His report claimed he located a root ball and cleared 70% of the blockage. Less than 2 weeks later I had the same problem maybe even worse. Meaning he didn't clear much of the issue, if anything. I called a different company and within 10 mins of their arrival they located an existing cleanout directly next to where the Mr. ********************** tech had located and marked the sewer line. Meaning he went through the roof vent and voided my warranty for no reason and still didn't fix any of the issue. He also required my help to do the job. When I asked for a partial refund they said no. They said even without the warranty they would have come out and given me a free quote for fixing the problem. Essentially telling me I would have had to pay them to do the same work twice. Call anyone else.
  

  Mr Rooter of Salem OR

  Date: 11/19/2024

  Hi ****,
  
  We want to explain to you how we do things so you understand, I know we spoke on the phone about this as well. We are confident that all of our technicians look for a clean out on every property.  Sometimes they are easy to find and sometimes we don't find one.  Was it hidden behind a ****, or was it buried in the ground?  If you are unsure if you have one on your property or not, and you don't know where it is if you do have one, we do our best to look for one.  It is in our benefit to find a clean out.  We don't like to have to go through a vent stack.  If we can avoid that, we will.  Obviously our technician looked for a clean out and didn't find one, he even gave you an estimate to install one.  He assessed what needed to be done given he did not locate a clean out.  He performed the work that was recommended, he hydro-scrubbed the line, he stuck his camera in the line to see what was going on in the line, he also located and marked the sewer line on the ground.  He noted on the invoice that there was a root ball and he was able to get about 70% of it, not 100%.  We can't guarantee that you will not back up again given there is still some obstruction in the line. These things happen all the time.  When we left your house, your line was open and flowing. You were not charged anything extra for the improper access.  However, we did not give a warranty due to the access.  The same work would have been recommended regardless if we found a clean out or not, and the same price would have been charged.  The warranty is the only difference.  In this situation, you chose to call another plumbing company and you chose to pay another plumbing company.  That is out of our control.  We would have been more than happy and willing to come back out to look at the issue had you called to notify us that you were still experiencing issues.  Whether you had to pay us, or pay another company, that part is the same.  We might not have even charged you to come back out, the technician would have assessed that had he been given the chance to come back out.  We did the job that you agreed for us to do and we did the job to the best of our ability.  The other company you hired most likely found the clean out easily due to our technician marking the sewer line, you mentioned they found it in a flower bed adjacent to our markings of the sewer line.  We looked for a clean out, hydro-scrubbed the line, ran the camera in the line, hydro-scrubbed the affected area some more, and marked the sewer line. That probably helped them find it a little easier. I apologize that we didn't find the clean out originally.  Unfortunately that happens sometimes.  We wish you would have called us to come back out and given us the opportunity to help fix the situation for you, rather than calling and paying someone else.