First, the Mr. Rooter commercials are a joke and are not representative of the experience. Second,…read moreinflated prices, and overstating services needed are apparently the status quo based on the majority of reviews posted. Sadly, my experience was very similar.
Response time was great, but I had already made accessing the drain obstruction very easy by removing the toilet. I used my own drain auger and discovered a potential obstruction no more than 6 feet in from the toilet access. Needing a larger auger, I found Mr. Rooter offered a drain clearing service for $95, so I called.
Two plumbers arrived within 45 minutes or less. I was immediately provided a quote of $350 for them to clear the drain. I argued against this, showing them the coupon online. They would not honor it because the coupon stipulated accessing the drain from an "external access point" which is outside of the house, and nearly 50 feet away from the drain obstruction. I argued that it was much easier to go through the exposed toilet drain than to run a snake a longer distance from outside. The plumber held firmly with his quote. My renters were looking for me to make a decision. In their best interest, I agreed to the $350 and figured I would settle it with the office later.
The plumbers brought in their large auger and ran it through the drain. They pulled out some debris and immediately told me that I needed a hydrocleaning service at a cost of $1500. They started packing up their tools. I told them that if I am paying $350, I want them to run their auger through the drain at least one more time. One of the plumbers told me that it would not do any good except punch a hole in the clog. I told him that the more holes he punches in the clog, the better off everything will be for now. Reluctantly, he agreed to it and ran the auger through one more time. We dumped water down the drain and it flowed freely.
Contrary to what you see on their commercials, they did not leave my bathroom as they found it. There was a layer of fine dirt all over the floor, which was shedding from their clothing, from a previous job they were on. One of the plumbers did offer to clean it up, But I told him I would take care of it. I would imagine there was a trail of dust 2/from the front door as well, but not nearly as noticeable.
After the plumbers left,, I called the local office to dispute the charge and was connected to a service manager. The service manager told me that I had already approved the service and there was nothing he could do. I then asked the manager about another online coupon for $75 off a service of $200 or more. Again, he refused to honor that coupon saying I already agreed to the services and they were paid for. He also said their system would not allow any refunds. This is beyond absurd, as any point of sale system will allow a credit/refund to be issued to a customer. He was standing firm. I told him that I wanted to speak to the owner of the franchise because it is in their best interest to have a satisfied customer as opposed to someone very dissatisfied as I was. The service manager told me he would pass along my message.
I received a call from the general manager, who once again echoed that I had approved the services. I told him that I paid $350 for 30 minutes worth of light duty work and that I was only asking for a $75 credit. He did eventually agree to it and issued the credit. I let him know that the online coupon lacks detail and is designed to lure customers in who are then giving a much higher quote for a similar service. He said corporate is responsible for the coupons. To me, this is a classic bait and switch scheme. Lure customers in with an easy to read, low cost coupon, and then stick it to them when it comes time to quote.
While I was issued a $75 credit, I still ended up paying $275 for 30 minutes of very light duty work. I researched The hydrocutter tool that Mr. Rooter was proposing to use at a cost of $1500. You can rent them at Home Depot for $89 for four hours. This is a DIY tool that any homeowner can use. Of course, Mr. Rooter will tell you that their equipment is far better, when in reality, it is exactly the same.
So, bottom line... most any plumber is going to take advantage of an unsuspecting customer due to their ignorance of plumbing overall. I am pretty well-versed in all of the trades, and was still taken advantage of, even though I knew what the issue was, and how to best resolve it. I was just at their mercy because my tenants were looking to me for a quick decision.
Unfortunately, I don't have a plumber I could recommend, as I believe they are all very similar with their sales tactics. I just know I've been burned by Mr. Rooter, so will never consider them or recommend them.
It's much easier to make a customer happy than chance a dissatisfied customer who will tell everyone.
