When our hot water heater went out earlier this week, I looked online to find a plumber to come fix it. I saw Mr. Rooter and had remembered seeing their work vans, so I called them. This was at 6:30 Tuesday night. The receptionist said she would call me back with a service time. Their website says appointments are available 24/7. She called me back and said I would have the first appointment the next day between 8-11am. Fine.
Got a call the next morning at 10:45 saying that the technician was on his way. Arrived at 10:50am. Went to look at water heater. He didn't really do anything. Then he said ok, I will write up your quotes. He went outside to his truck. When he came back in, he gave two options. He could a) clean the tank with his shop-vac and it might start working, or b) clean the tank AND replace the thermocouple and pilot station. The cleaning was quoted at $266. Xx, which is extremely high. The replacement parts were quoted at $159. Xx. Why can't we just replace the parts and not do the cleaning? He refused. I opted for the cleaning first. He did and it started working.
Then we talked about prices. I expressed my concerns with how high the prices were. $266 just for cleaning it? Ridiculous. But this is where they scam you. They have you sign the paperwork PRIOR to doing the work, so they lock you in.
He said he could lower my price to $226. Xx if I do the parts also on that same day. He also said he would lower the parts price to $125. Xx. I declined, since the water heater was working. He said it might stop working in the next day or two and that he would have to come back out to replace the parts. This was the start of another scam. He never recommended that he go ahead and do the parts.
Of course, the next morning, no hot water. I knew it. I called again. They came back out. Same technician. He asked how much he had quoted me at. I got out my paperwork. I told him he had quoted me at a discounted total of $363 if I decided to do the parts, also. He said, "No, no, that was for the same day." Okay, well that was never mentioned. I signed for him to complete the work at $159. Xx. Fine. Whatever. I want hot water.
As he's working, I call his office (the local Mr. Rooter location in Roswell, GA) to complain about what just happened. The supervisor was completely RUDE and disrespectful. I couldn't believe it. Well, actually, I could believe it. I asked for the corporate phone number several times, he would not give it to me. I told him it was ridiculous that he could not give me the number. It made no sense. Why couldn't he give the number? Rude. He finally gave the number. I called. I haven't received a return call yet.
When the technician finished, I refused to sign the 100% satisfaction form. I paid the money, but refused to sign. I was not 100% satisfied, so I was not signing.
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