Mr. Rooter Customer Service Issues

Last Friday, 10-12, I had a sewage backup in the downstairs bathroom. I contacted the call center and was given the second spot for the next day. However, due to a wedding, I had to cancel on Saturday 10-13. When I called on Sunday 10-14, I spoke with Jerold Burkes who hung up on me. After calling back, he denied it. The local Mr. Rooter at 248A Turner St., Waynesboro, MS, did not receive my cancellation email or text. The technician, Eric Hawkins, informed me of this. Despite calling six times by Sunday, the call center did not cooperate well. Jerold Burkes was unhelpful and did not allow me to escalate the issue. I plan to contact the Waynesboro branch directly in the future to avoid the call center in Freeport, Illinois.

I experienced a slab leak in my heating system and contacted Mr. Rooter of Central Suffolk for assistance. Following the initial $4,[redacted] contract to locate and repair the leak, technicians struggled to identify the exact location. Ultimately, after drilling in multiple places, they discovered the leak beneath my bathtub. While discussing the need to remove the tub to access the leak, additional charges were not clearly outlined in the original contract. After approving the extra work, I was charged $2,[redacted] on top of the initial agreement, along with $[redacted] for a valve installation. When discussing the unexpected costs with Shannon from the office, she justified the additional charges due to the time taken to find the leak. Despite offering a $[redacted] refund for the valve, I still believe the total charge of $2,[redacted] for 2.5 hours of work was excessive and unfair. Bob S. from Southampton, NY.