• Report: #971652

Complaint Review: Mr. Rooter Plumbing Pittsburgh

  • Submitted: Mon, November 19, 2012
  • Updated: Tue, April 30, 2013

  • Reported By: Scarlett McScammed — Pittsburgh Pennsylvania United States of America
Mr. Rooter Plumbing Pittsburgh
64 Progress Ave Cranberry, Pennsylvania United States of America

Mr. Rooter Plumbing Pittsburgh Mr. Rooter Plumbing and Mr. Rooter Corporation Lied To Me Cranberry, Pennsylvania

*Author of original report: Mr Rooter of Pittsburgh

*Author of original report: Blog with Clear Separation of Fact and Opinion About Mr. Rooter

*Consumer Comment: The employees of Mr. Rooter of Pittsburgh/Youngstown/Dayton continue to lie to consumers!

*Consumer Comment: Update: NO RESPONSE To E-Mail Sent To Business 10 Days Ago

*Consumer Comment: Risky!

*Consumer Comment: Issues Continue To Remain Unresolved

*Consumer Comment: Did they resolve your issue?

*Author of original report: If you would like to follow the Defamation suit filed against me, go to:

*Consumer Comment: Update: No Response From Mr. B**** & Met Another Mr. Rooter Victim In-Person!

*Consumer Comment: My Mother and I both agree that it looks like we are still getting the runaround.

*Consumer Comment: The company is giving Rachel and her Mother the runaround!

*Consumer Comment: Company responds! Kudos!

*General Comment: Apologies For The Negative Approach

*REBUTTAL Individual responds: An Explanation Of My Purpose and Role with Rooter2.com

*Consumer Comment: RE: Post From Debra D. Santavicca/Debra D. Fischer-Santavicca/Debra D. Braden

*Consumer Comment: detestable

*Consumer Comment: the employee shows the business doesn't give a crap

*Consumer Comment: This consumer will never see any resolution, but learned a valuable lesson.

*Consumer Comment: I hope more people share their experience with this and other companies!

*Author of original report: You are not authorized to help me, Ms. Santavicca.

*UPDATE Employee: How Can I Help You Scarlett McScammer?

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***PLEASE NOTE:  IDENTIFYING INFORMATION HAS BEEN ALTERED/REMOVED IN ORDER TO PROTECT THE CONTACT INFORMATION AND PRIVACY (FOR THOSE WHO ARENT KNOWN OR ALREADY IDENTIFIED OPENLY TO THE PUBLIC***


As the homeowner, below is a copy of the formal complaint I sent via email to the president of Mr. Rooter Corporation, Mary
Kennedy Thompson. 


from:

 Mary (Homeowner)


reply-to:

 Mary (Homeowner)

to:


 " Mary, (President of Mr. Rooter Corporation)


cc:


 "Rachel, (The Homeowners Daughter)


date:


 Wed, Oct 31, 2012 at 12:29 AM


subject:


 RE: Mary, The Homeowners Formal Complaint Concerning Mr. Rooter of Pittsburgh


Dear Ms. Thompson,

As per your conversation with my daughter at approximately 3pm today, I am contacting you to file a formal complaint against Mr. Rooter of Pittsburgh.  Mr. Rooter failed to recommend and perform appropriate services that would restore flow and prevent future sewage backups.  


Due to a hip replacement, I was physically unable to oversee the work and asked my daughter to act as my representative.  As my representative, she was witness to all events that took place with regard to the signed invoices between myself and Mr. Rooter of Pittsburgh; therefore, what she has reported to me throughout the project period is a truthful representation of what occurred.

I received your voicemail while speaking with my daughter extensively about the scheduled conversation that occurred between you, Stacie, and her.  She explained the conversation in detail to me, which consisted of you asking her
to explain what happened, but she couldn't because you kept talking over her.  I could hear her telling you, multiple times, to please stop doing that.  Finally, she had enough of your interruptions and hung up on you.  You deserved it.  You wasted 30 minutes of my daughter's time.  

I've been forewarned and I refuse to subject myself to the same level of disrespect that you showed to my daughter this afternoon, the one who I asked to represent me and to explain my position to you.  This email is the ONLY communication I will have with you since it is obvious that you are unable to have a two-way conversation with another human being.  

My daughter told you the dates, but you were too busy talking over her.  Mr. Rooter did NOT perform work at my residence in March of 2012.  March of 2012 was when I asked my daughter to contact corporate and make our situation known.  After
researching Mr. Beall's past resolution efforts (or lack thereof) with former customers, I thought that contacting corporate headquarters would be more helpful in the mediation process between myself and Mr. Beall (Owner of Mr. Rooter Plumbing of Pittsburgh).  The last I heard from my daughter, the situation was supposed to be investigated by Stacie according to a reply
email sent to my daughter by you.  

My daughter told me to wait and see if we heard anything back.  We never heard from anyone, which brings us to the repeated attempts we both have been making in order to get someone to listen and address the real issues with no success.  

I also want to address why we waited until October to take a stronger stance.  It was important to determine who was actually responsible for solving the problem.  It has been over 9 months since the township cleared my home's lateral sewer line; thus, the township is the one who solved my problemNOT Mr. Rooter!

On my behalf, my daughter will forward the email I asked her to send Mr. Rooter of Pittsburgh on 1-22-2012.  I have also taken an extensive amount of time to reiterate the same situation, essentially, that my daughter communicated on her blog and rip off report...activities that I support.  

On 12-24-2011, Mr. Rooter was called as permission was given by HSA to get anyone out in order to come and address the issue of sewage backing up into the basement of my home.  J. T. arrived and informed me that I needed a cleanout installed in order to permit the large snake to reach the rest of the sewer line.  I agreed to this invoice as I saw this was necessary and relatively reasonable.  At this time, I purchased the "Valued Customer Protection Plan" to receive discounted pricing on future services.  I was, however, unhappy with the condition of the "new" stack that was installed.  The stack was greasy, filthy, and looked like it was pulled out of someone else's sewer line.  A few minutes after installing the cleanout and into the
drain cleaning process, J.T. claimed that he was unable to get the snake very far into the line. 

He told me that he would ask his buddy E. M. to come out and camera the line the following morning as a courtesy.  At the time I didn't think about it, but I remember him telling my daughter and I that he would deny it if we mentioned that he did that.  I thought he was just kidding.  That it was a joke.  

It is important for you to realize that the camera inspection, performed on 12-25-2011, and the diagnosis given of "draining slow" (noted on the invoice) was made PRIOR to signing any invoice agreeing for work to be done.  At no time did
E.M. explain the reason why the line was "draining slow," other than it was clogged.  Also, E.M. claimed that he could not get the camera past the same point in the sewer line that J.T. claimed that he could not get the snake past.  My daughter and I were under the impression that we had licensed master plumbers reviewing the situation and believed that their
recommendations would solve the problem.  

Prior to signing the invoice and my rights away under the FTC, my daughter asked E.M. multiple times if the sewer line replacement he suggested was going to solve the problem and he assured her that it would.  My daughter informed me that after signing the invoice, E.M. and J.M. got shovels and started digging.  She also stated that they made a statement that concerned her in how they broke the news to her with regard to what needed to be done to fix the problem. "Be
prepared to sign away your life savings.  You need a complete sewer line replacement." 

Upon reviewing the invoice, there is no display of what the prices were for each service performed within the contract (camera, hydrojet, replacing approximately 30 feet or less of the sewer line).  If you refer to the first invoice, there are task
numbers possibly indicating that those are the jobs in the price book; however, nothing like that exists on invoice 105738 written on 12-25-2011.  Everything is lumped together for $10,000. Furthermore, there is no evidence that I received the membership pricing that I was entitled to according to the "Valued Customer Protection Plan" as purchased the previous evening.

After signing invoice 105738, my daughter went to check The Township Municipal Authority's website in order to be sure we were in compliance with their stated processes, especially after just relocating back to the area from New York.  On the website, they specifically state to CALL THEM FIRST.  The township stated that they will inform the homeowner if they need to contact a plumber.  My daughter and I had never experienced sewer line problems in any home that we lived in; therefore, we entered into the agreement based on the recommendation of who we believed were "licensed master plumbers."

E.M. showed up before the excavation crew on 12-26-2011.  My daughter and I explained her findings on the township's website and expressed our concerns about signing for work that the township should've been called in to assess FIRST.  In response, E.M. told my daughter and I that township's website was wrong and that we were supposed to call them first.  I was also reminded that my daughter (with my permission) already signed the contract and that the contract was paid in
full, locking me into the work stated on the invoice.

On 12-26-2011, my daughter was overseeing the work, asking questions and reporting all actions performed by Mr. Rooter employees to me with photos and videos.  When it was safe for me, I ventured to check in as often as possible in addition to
receiving updates from my daughter.  

During the course of the first part of the excavation, my daughter and I figured that since the basement floor was already getting torn up that it would be easy to add a toilet.  S. told my daughter to ask E.M. about the toilet when he came to camera the line the following day, 12-27-2011.

On 12-27-2011, the hydrojetting truck came to pressure wash the inside of the sewer line for the first time.  After the hydrojetting procedure was completed, E.M.  arrived to camera inspect the line.  The camera inspection revealed
a yellow #2 pencil, a 9-volt Energizer battery, and a clog.  Due to the proximity of the neighbor's trees to where the clog was in my home's lateral sewer line, E.M. said that there could be "possible root damage" as he claimed that he could not get the camera past the point identified in the yard to the main sewer line.  

So, basically, Earl NEVER performed a full camera inspection of my home's ENTIRE lateral sewer line as implied from the previous invoice, "camera outside sewer."  The full length of the home's lateral sewer line, the part of the sewer line that I
am responsible for as the homeowner, was supposed to be fully inspected and diagnosed by Mr. Rooter.

E.M. told my daughter and I that the only way to solve the problem, once again, was doing a full sewer line replacement on the rest of the sewer line, approximately 50 feet or less, for around $12,000-$15,000 in addition to the first invoice.  I told them, "No."  My daughter asked what other options were available to address the problem of the sewer line being clogged (She did research after the first invoice and knew about the different processes relating to sewer line restoration, but allowed E.M. to talk.).  E.M. told us that there was a liquid that could line the sewer in the ball park of around $5,000-$7,000 that
only carried a 1- year warranty.  So, they wanted $5,000-$7,000 for a sewer line restoration procedure that wasn't guaranteed to last.  I chose to pass on that option.  The only reasonable option that I thought I had at that time was to authorize the pipe burst procedure that E.M. said would cost about $8,000-$9,000 and came with a 50-year warranty.  E.M. explained the pipe burst procedure (actually, a slip lining procedurepipe bursting is pulling a new smaller diameter pipe into the place of the existing pipe while a machine breaks up the old pipe.) entailed inserting a 4" pipe into the existing 6" pipe that would be untouched.  The $8,000-$9,000 is what E.M. quoted for the procedure before my daughter insisted that he go get the price book, so that we could be certain that I was receiving the membership pricing that I paid for on 12-24-2011.  E.M. retrieved the price book and pointed to two jobs within the book.  One of the jobs was supposedly given the membership price which was $4300.  What the price is actually attached to is not defined within the invoice.  The other price was $5200 and it was not given membership pricing consideration because E.M. said that we were getting a toilet at no charge.  

At the time and under stress from moving and having sewage backing up into the home, I didn't think about the relationship between E.M.'s verbal statements to us and what he actually wrote down in the invoices.  It became clear when evaluating the invoices and the experiences with Mr.  Rooter after Mr. Rooter failed to remedy the problem of sewage backing up into my home.  

E.M. told me that he was going to give me something that he didn't.  The price difference between the actual price of the job that he pointed to in the price book and the membership price was $400; thus, he charged $400 for the toilet he claimed that
we were getting at "no charge."  The toilet was not free as the invoice states; therefore, E.M. and Mr. Rooter of Pittsburgh lied on a business contract; hence, committing fraud.


Upon closer inspection of invoice 105742, it actually states the following: "replace outside sewer stopping 2' shy of main. bed oil pipe in gravel.  additional cost 9500. prior cost 10,000.  new job total 19,500.  all cost are cpp discounted. installing new toilet no charge due to cpp membership.  paying 9500 by check."  

First of all, understanding Mr. Beall's lawyer's confusion upon reviewing the contract, it does state that replacing the rest of the sewer line occurred; however, the bed oil pipe was the 4" black pipe that my daughter had mentioned was installed according to the information supplied to her by S.  Another inaccuracy would be that this pipe was imbedded in gravel (possibly the pipe burst that didn't happen), but it wasn't.  This pipe was installed inside the existing 6" clay pipe as part of a slip lining process, not a replacement.


Upon completion of the job on 12-30-2011, I was under the impression that the sewage backup problem had been adequately resolved as promised by the employees of Mr. Rooter of Pittsburgh.  

I was wrong!  Exactly one week after Mr. Rooter completed the projects, the sewage backed up into the basement and created a more extensive mess than previous backups due to the false sense of security provided to us by Mr. Rooter that they had successfully solved our problem.  Mr. Rooter was called to address the situation and, in response, they sent out a hydrojetting truck.  The hydrojetting truck ran pressurized water through the line, assured us that we should be fine, and left. 

One week after Mr. Rooter's hydrojetting truck came, the sewage backed up into the basement again.  Mr. Rooter was contacted about the second backup, to which they responded by sending out another hydrojetting truck.  The African American gentleman from the hydrojetting truck claimed that we had a "soft clog."  For a "soft clog," he had a very difficult time trying to clear it.  His hydrojetting stream rose up out of the clean out approximately 3 or 4 stories like a geyser.  He told my daughter that had never happened before and that he didn't know why it was doing that.  My daughter decided to call the township to come out to evaluate the line as should've been done from the beginning.   

The township arrived as the Mr. Rooter hydrojetting truck technician waited around to see what the township was going to say.  The township sent a camera up their main line and hydrojetted it.  I specifically recall that the Mr. Rooter technician
asked a township employee if the section of my home's lateral sewer line could be replaced from where Mr. Rooter's work stopped to the main.  The township employee told him, No." 

Then, the township sent a camera up my home's lateral sewer line and couldn't make out what the blockage was.  The township decided to go ahead and hydrojet my home's lateral sewer line from the clean out (where Mr. Rooter's work ended) to the main.  The Mr. Rooter Hydrojetting technician told my daughter that the township has better equipment and should be able to get the sewer line flowing.  Additionally, the Mr. Rooter tech told my daughter that he was afraid of getting the hose stuck in the sewer line and having to pay to get it removed.  Prior to the township hydrojetting my home's lateral sewer line,
the Mr. Rooter technician left.

One week after the township's intervention, another sewage backup occurred.  I decided to skip calling Mr. Rooter, yet again, for a problem that they are obviously unqualified to address.  Instead, I called the township.  The township arrived at my home and, as a courtesy, camera inspected the work that Mr. Rooter had completed in order to be sure that it was done properly.  The township determined that it was.  They proceeded to  hydrojet my home's lateral sewer line from the clean out located near the basement door to the main sewer line.  On this visit, they did not camera to check that the line was clear; however, they observed flow and thought that it was good to go.


In order to address the regular frequency of sewage backing up into my basement, the township decided to make an appointment to clean out my home's lateral sewer line using the camera to make sure that any blockages are cleared and to be sure that no additional work on my home's lateral sewer line was necessary.

In a letter to Mr. Rooter of Pittsburgh, sent on 1-22-2012 from my daughter's email account, states exactly what frame of mind we were and are still both inWe are angry and extremely dissatisfied to have paid $19,500 for a sewer line
replacement/sliplining process that was supposed to be done up to within 2' of the main (it wasn't), and then find ourselves no better off than before we signed the invoices to have the work done.  Mr. Rooter didn't do anything to solve the problem in which they were contracted to solve.

Apparently, upon receiving my daughter's email, E.M. decided to show up at the house the following day just a few hours before the township  arrived to do a camera-assisted clean out.  

First of all, I don't recall (and neither does my daughter) inviting E.M. to park his van in the back yard.  In fact, I didn't even know anyone was on my property.  That is, until we noticed a man walking across the porch, and then peering
in the  windows like a "Peeping Tom."  It took a few minutes with my daughter looking to realize that it was E.M.  I opened the door to find out what he wanted.  He wanted to sell me a $5,000 back flow preventer, claiming that it was the only way to prevent sewage from backing up into my basement again.  At that point, my daughter and I informed him that the
township would be here in a few hours.  My daughter made sure he didn't touch anything (that we know of).  My daughter also recalls how E.M. spent quite a bit of time walking around talking on his cell phone before he finally left.

After the township had arrived to camera inspect and clean my home's lateral sewer line (of grease), they determined that everything was fine.

Since the TOWNSHIP cleared the grease out of MY HOME'S LATERAL SEWER LINE, the line that I am responsible for and that you were contracted to restore flow to (but didn't), there has been NO SEWAGE BACKUPS in a little over 9 MONTHS!

Furthermore, I am extremely unhappy with the fact that the concrete slab in front of the outside basement door has a crack running where the old concrete meets the new concrete.  When they first did it, it looked fine; however, after it
dried, it cracked.  The remainder of the concrete slab should've been jackhammered and re-poured as it was obvious that no bonding agents were appropriately applied.  

Another thing that I am not happy about is that the drain for the basement shower was moved from its original location, making it hard to find a new shower base.  All I had to do in order to use that shower (prior to excavation), was to replace the plumbing.  Now I have to worry about moving the drain or custom forming the shower base.  I really need to have access to a shower.  The tub is extremely difficult for me to use. 

In conclusion, NONE.I repeat NONE of the work that Mr. Rooter did contributed to solving the problem of sewage backing up into my basement.  Mr. Rooter is also guilty of engaging in the following behaviors:  high pressure, misleading sales
tactics; breech of contract; and the inadequate completion and delivery of services.  

My daughter predicted that the "discussion" between you and her would be unproductive.  Know that dealing with my daughter is the same as dealing with me as she is my representative in this matter.  My daughter was able to be 99% there
throughout the entire process and has the most first-hand knowledge and understanding regarding the situation.  A majority of my knowledge is second-hand, based on what she has reported to me.  So, I don't understand why you wouldn't go to the primary source.  

Again, any contact regarding the situation is to be in writing ONLY!

Sincerely,

Mary The Homeowner

123 Somewhere Street

Westmoreland, PA 12345

My daughter's blog:

 http://howmrrooterofpittsburghscammedme.blogspot.com/

***PLEASE NOTE:  IDENTIFYING INFORMATION HAS BEEN ALTERED/REMOVED IN ORDER TO PROTECT THE CONTACT INFORMATION AND PRIVACY (FOR THOSE WHO ARENT KNOWN OR ALREADY IDENTIFIED OPENLY TO THE PUBLIC***

After receiving permission from my daughter, I have provided the emails that were exchanged between Ms. Thompson
and my daughter:  

from:

 Rachel (The Homeowner's Daughter)

to:

 Mary (The President of Mr. Rooter Corporation)


date:


 Wed, Oct 31, 2012 at 12:34 AM


subject:


 RE: Mary....Forward Email From Daughter's Account Detailing First Notification of Intense Dissatisfaction

As per my mother's request, I have forwarded you the first email documenting her dissatisfaction regarding the
work completed by Mr. Rooter of Pittsburgh.

---------- Forwarded message ----------

From: Rachel (The Homeowner's Daughter)

Date: Sun, Jan 22, 2012 at 5:32 PM

Subject: Mr. Rooter STILL did not solve my problem $20,265.05 ($20, 267.05)later.

To: mrrc@mrrpitt.com

I wanted to inform you of our situation.  Currently, we still have the SAME exact plumbing problems in
which we contracted you to fix right the first time.  You completed main sewer line work for:

Mary The Homeowner 

12-24-2011 Through 12-30-2011

Invoice:  106273 :      767.05

Invoice:  105738 : 10,000.00

Invoice:  105742 :   9,500.00

         
               -----------------

 Total Paid:          $20,265.05 ($20,267.05)


Below describes everything that has transpired up to this point:

When business was first initiated with Mr. Rooter at 64 Progress Avenue in Cranberry Township, PA 16066, it was due to sewage backing up from the basement floor drain on Christmas Eve, 12-24-2011.  (This was the SECOND time we had someone come to the home we just purchased on 12-14-2011 about this problem.)  The technician that arrived from Mr.
Rooter gave us the price to complete the work that the previous plumber told us might need to be done in order to address the problem, which was to install a clean-out and run a larger drain routing line down the main lateral sewer
line: $767.05 (Mr. Rooter Invoice).  At the end of that visit, we knew that a bigger problem existed because the drain-routing machine got hung up and couldn't get very far down the line.  It was decided that a video camera inspection was necessary in order to find out what was going on in the line.

The next day, Christmas Day, 12-25-2011, a video inspection was done in which the technician said that it was necessary to
replace the entire line underneath the foundation up to 5' to the outside of the building to the outside where the house trap is located: $10,000 (Mr. Rooter Invoice).  I watched the video inspection and saw clogs, but wouldn't have known what I was looking for.  The diagnosis on the invoice reads, "draining slow."  Well, no kidding!  It is draining so slow that it backs up into the basement.  The diagnosis on the invoice should've been more specific as to what was revealed during the first video
inspection.  I asked for a more detailed diagnosis based on the video inspection, even after all the work was completed; yet, Mr. Rooter still never provided the requested information to me so that it could be submitted to HSA for consideration to see if it is possible to recoup what would be covered under the terms of the home warranty (Which, by HSA's contract terms, would never be more than $500).  Upon signing the contract, they dug to provide a relief area so that we could use our plumbing until they started work on Monday, 12-26-2011.

On Monday, 12-26-2011, a technician arrived with equipment to start jackhammering through the basement floor to reveal the sewer line.  According to some of the photos I took and what the technician had said, the soil was black and it was wet around the pipes, which indicated that it has been leaking for sometime.  Even when he was digging to reveal the
house trap, the soil was black and there was water pooling there, which indicated that there was probably sewage leeching for quite sometime.  On this same day, I believe that it was necessary to get the hydrojetting truck to unclog
the pipe that ran underneath the basement door.  Down the line, the hose couldn't get past a certain point; thus, the video camera was needed again.
 

On Tuesday, 12-27-2011, the technician, who does the video camera inspections,  came to camera the rest of the line.  To
me, the line looked clear, with the exception of a battery and a pencil up to where he couldn't get the camera past.  At first, the technician said that a full excavation was necessary, but later said that a pipe bursting could be done to 2' shy of the main that would COMPLETELY solve my problem for the tune of $9,500 and was told that they would go ahead and install a toilet in the basement for me while everything was still open at no charge (But, they did charge me for that toilet.  I had
purchased the Advantage Plan in order to get discounted pricing and premium service for $199.95 and did not give me advantage pricing for the $5200 service, so they did actually charge me $400 to install the toilet-That is
almost a fraudulent statement right therejust sayin').

When they did the pipe burst, something was blocking their ability to get the pipe through the line.  They called the
hydrojetting truck again to come out so that they could continue installation of the pipe.  I was told that the technician was going to come out to camera the line to see what the problem was, but he didn't come (It wasn't necessary according to the technician that was there).  The technician that was there assured me that everything would be fine and I should have NO problems with the line upon completion of the work.    

So, one week after all the work was done, sewage backed up from my basement drain AGAIN and was even leaking out of the bottom of the new toilet they installed.  Mr. Rooter came with the hydrojetting truck and hydrojetted the line, but couldn't get it clear.  The Township came and hydrojetted and cleared the line; however, it did not last.  A week after they cleared the line, I had to call the Township again to come out and hydrojet the line.  On Monday, 1-23-2012, the Township will perform a
camera inspection to find out what the problem is with the line - if it is their responsibility, they will fix it.If it is ours, it is our responsibility.  The men from the township asked me if Mr. Rooter put a video camera down the line after they were completed with the project in order to make sure there were no further problems and I told them that they did
not.  I hadn't seen the camera guy since the last invoice that was written up on 12-27-2011.


So, here we are at $20,267.05 (Mr. Rooter's Kitty) for the total replacement of the sewer line underneath the foundation, extending five feet from the house AND a pipe burst procedure (a 4" pipe put through the current 6" terra-cotta pipes) to just 2' shy from the main that runs behind the house in the backyard according to the work order.  The only thing is, considering the angle of the lateral main sewer line, it is more like the work stops at about 5'-10' to the main from the access protruding from the yard.  When the Township performs the camera inspection, I will ask them to tell me how far from the main the work that Mr. Rooter did is exactly in order to determine if work was completed according to the terms set on the invoice. 


Now, don't get me wrong.  The technicians from Mr. Rooter that showed up were very friendly and courteous.  They
definitely robbed us, without addressing the problem that they promised that they would solve completely right the first time, with a smile on their face all the way to the bank.  Now, if the problem was completely 100% fixed for $20,267.05.I would recommend them and call them for other plumbing projects; however, we SINCE we have the SAME EXACT PROBLEM.  Not
to mention that I am 100% certain that they did not come within 2' shy of the main (Which would've been to the tap) according to the contract, I can not recommend them to others.....It would be like recommending crooks.  

Based on the results of the Township's video camera inspection, I see in Mr. Rooter's foreseeable future:


BBB

Attorney General

A lawsuit For Failing To Complete The Work Promised

from:


 Mary (The President of Mr. Rooter Corporation)


to:


 Rachel (The Homeowner's Daughter)


date:


 Wed, Oct 31, 2012 at 7:19 AM


subject:


 Re: Mary....Forward Email From Daughter's Account Detailing First Notification of Intense Dissatisfaction

Thank you Rachel. Is there a good time we can speak with your Mother? 

All the best,

Mary Kennedy Thompson

President

Mr. Rooter LLC

 

www.Twitter.com/mkennedythom 

www.MrsRooter.com

from:


 Rachel (The Homeowner's Daughter)


to:


 Mary (The President of Mr. Rooter Corporation)


date:


 Wed, Oct 31, 2012 at 8:36 AM


subject:


 Re: Mary....Forward Email From Daughter's Account Detailing First Notification of Intense
Dissatisfaction

Mary,

My mother already send you an email that she spent 9 hours composing.  I suggest you read it.  I will not deal with you any further.


Sincerely,

 

Rachel

from:


 Mary Thompson (President of Mr. Rooter Corporation)

to:


 Rachel (The Homeowner's Daughter)


cc:


 Stacie (Customer Service Manager/Assistant To Mary)


date:


 Wed, Oct 31, 2012 at 9:27 AM


subject:


 RE: Mary....Forward Email From Daughter's Account Detailing First Notification of Intense Dissatisfaction

Good morning Rachel,

I did get your Mothers email last night.  Thank you.  Ive left a message for your Mom so we can talk since she is the customer.  Thank you for your time yesterday.


All the best,?Mary Kennedy Thompson - CFE?President - Mr. Rooter ? 

When you walk with purpose, you collide with destiny.

______________________________??(d)  254.745.2597

(c)  254.733.0636

(o)  800.583.8003

(f)   254.537.0710

___________________________??1010 N. University Parks Drive?Waco, TX 76707??  



So, based on Ms. Thompson telling my daughter that she received my e-mail, I couldn't understand why she didn't
respond to me directly.  So, I sent Ms. Thompson the following email:


From: Mary (The Homeowner) ?Sent: Wednesday, October 31, 2012 10:32 AM?To: Mary (The President of Mr. Rooter
Corporation)?Cc: Rachel (The Homeowner's Daughter)?Subject: RE: Mary - ALL COMMUNICATION IS TO BE IN WRITING ONLY (EMAIL, USPS, ETC.)

 

10-31-2012

 

Dear Ms. Thompson,

This morning my daughter informs me that you sent her an email thanking her for giving you her time yesterday, but
failed to apologize for wasting her time by talking over her and interrupting her responses to your questions.  Additionally, you also told her that you left me a message.  I responded to the message that you left in my voicemail in the formal complaint I sent you via email last night.

What floors me is that in your email to my daughter, you asked her what would be a good time to talk to me!!!!  Answer:  There is NO good time.  I spent 9 hours yesterday writing a formal complaint via email to you as president of Mr.
Rooter as per your conversation with my daughter yesterday afternoon.  I made it clear that future communication with me regarding this matter was to be:  a) in writing ONLY (email, USPS, etc.) and b) with my daughter as an extension of me.  My DAUGHTER has the FIRST-HAND experience; I have, mostly, SECOND-HAND experience with regard to the situation.  To put it in simple terms for simple minds, this means that she knows more about the situation that I do!!  I trust her to represent the truth; however, you are NOT interested in the truth regarding the situation.  If you were, it would've been resolved in March of 2012.


You HAVE all the facts.  Period.  I have NOTHING to discuss with you.  You will either correct the situation or leave it stand as the injustice that it is.  Against my daughter's suggestion, I firmly believe that Mr. Rooter owes me the ENTIRE amount of the sewer line replacement/sliplining process that they fraudulently told me that I needed which is in the amount of $19,500, adding to that the cost of the worthless "Valued Customer Protection Plan" of $199.95 for a total refund amount of $19,699.95.

Sincerely,

Mary The Homeowner

In response, Ms. Thompson sent me the following email:

Good morning Mrs. P,

First, thank you for sending this email.  Rest assured we care about every customer experience at Mr. Rooter and we want to get to the heart of this matter which is why a conversation so that both you and I can ask questions to find solutions is necessary. The last conversation you had with anyone at Mr. Rooter (the manager at the Mr. Rooter in Pittsburgh) you had said you were happy with the work. Since then we have only heard from Rachel which began about three weeks ago more than seven months after the job was completed.  I asked Rachel yesterday why she had reached back out to us and she did not and would not provide an answer.

I was on the phone yesterday with Rachel attempting to sift through all the information and get to the heart of the matter when Rachel hung up after I asked her about talking with you.  I said that I wanted to talk with you since youre our customer and if she had anything from the Township to provide facts and insights to the situation on what had happened it would help us to find the best solution.  It was at that point she hung up.

I do not recall receiving an email from you last night.  What I received at 11:35 pm last night was an email from Rachel from her gmail address. It outlined an email she had sent (rather than you our customer) during the front end of the work being done.  Neither email had your signature, both coming from an account named ******@gmail.com

Id like you to know that Id still be most happy to talk directly with you Mrs. Province to look for the best solution.  I will not call you again, at your request, but remain available to you should you choose. My direct desk line is (254) 745-2597.
Otherwise, Ill leave the conversation with Mr. Beall, our franchisee and his attorneys.

Please know I truly believe an open conversation about what happened would clarify and help all of us get to the
right answer.


All the best,?Mary Kennedy Thompson - CFE?President - Mr. Rooter ? 

When you walk with purpose, you collide with destiny.

______________________________??(d)  254.745.2597

(o)  800.583.8003

(f)   254.537.0710

___________________________??1010 N. University Parks Drive?Waco, TX 76707??  


After receiving that last email from the president of Mr. Corporation, I could NOT believe that she just intentionally lied to me (i.e. tell my daughter that you got my email, but tell me that you didn't)!  I was not about to allow her to get away with what
she had just done, so I sent her a copy of her email with corrections that I had made in order to turn her email into the truthnot the tall tale that I had just read:


Ms. Kennedy,

Now I understand why you refuse to have WRITTEN CONVERSATIONS.  What is said in written conversations can be proved. 
Conversations are capable of being conducted both verbally and through writing.  I have addressed the inaccuracies in the content of your recent email below:  

Good morning Mrs. P,

First, thank you for sending this email.  Rest assured we care about every customer experience at Mr. Rooter
and we want to get to the heart of this matter which is why a conversation so that both you and I can ask questions to find solutions is necessary. The last conversation you had with anyone at Mr. Rooter (the manager at the Mr. Rooter
in Pittsburgh) you had said you were happy with the work.  [The last conversation I had with the manager of Mr. Rooter of
Pittsburgh was telling him that I was FURIOUS because after $19,500 worth of work, sewage was still backing up into my basement.  For your information, telling a manager that you are furious means that I AM NOT HAPPY!!!!]   Since then we have only heard from Rachel which began about three weeks ago more than seven months after the job was completed.  [This is a false statement.  According to my daughter's email records, it states that she contacted corporate and received email communication from you personally on 3-5-2012.  On 4-24-2012, she sent a reply email to you outlining the specifics of the situation.  On 4-27-2012, you sent her an email telling her that Stacie was looking into the complaint.  On 5-26-2012, my daughter was finally free to discuss the situation and sent you her phone number.  By 8-1-2012, we were both angry
and she sent you an email in reference to that.  Then, contact with media commenced in October.  So, attempts to contact the local franchisee and the corporate office have occurred multiple times and have been unproductive at all levels]  I asked Rachel yesterday why she had reached back out to us and she did not and would not provide an answer. [It is not that she did not and would not.  It is that she could not because you would not let her.  You kept talking over her and she couldn't get a word in edgewise]

I was on the phone yesterday with Rachel attempting to sift through all the information and get to the heart of the
matter when Rachel hung up after I asked her about talking with you.  I said that I wanted to talk with you since youre our customer and if she had anything from the Township to provide facts and insights to the situation on what had happened it
would help us to find the best solution.  It was at that point she hung up.  [You did not allow her to participate in the conversation, so she hung up]  [FYI:  The sewage authority is looking into the situation at my request for the pertinent information.]


I do not recall receiving an email from you last night.  [Again, that is false.  In an email that you sent to my daughter this morning, you stated that you received her Mother's email and that you left a message with me.  So, what you are communicating to me is that you refuse to acknowledge that you received communication from ME, the customer, directly.  That email served as the formal complaint that my daughter said you needed!]  What I received at 11:35 pm last night was an email from Rachel from her gmail address. It outlined an email she had sent (rather than you our customer) during the front end of the work being done.  [The email sent from her address was done at my request AFTER I sent my formal complaint via email to you.  Also, I, the customer DID speak with the customer service manager at Mr. Rooter Plumbing of Pittsburgh AFTER that 1-22-2012 email was sent confirming the content and expressing my displeasure.  Mr. Rooter of
Pittsburgh's response was to have E.M. come out and try to sell me an unnecessary $5,000 backflow preventer that the sewage authority employees told me that I didn't need and not to let Mr. Rooter do ANYTHING else!]  Neither email had your signature, [So, you are talking about two emails?  My daughter only forwarded the original email from 1-22-2012 from her email account at my request.  The email that I sent to you does have my E-Signature and it comes from MY email account, in addition to being the official complaint to you via email.] both coming from an account named *****@gmail.com.  [Again, I spoke WITH the manager at Mr. Rooter Plumbing of Pittsburgh and expressed DISSATISFACTION - NOT SATISFACTION!] [ S***@****.com is MY email account.  Like you, I am capable of sending copies of my emails with you to my daughter's account.  If you look closely, you will see that my email to you, the one you said you received to my daughter and
denied receiving to me, is from my email account and that her email address is in the CC field.]

Id like you to know that Id still be most happy to talk directly with you Mrs. Province to look for the best solution.  [Again, I stated that the communication format that I intend on using is written.  Failure to engage in written conversation with me would be considered refusing to discuss the situation in a provable forum.  The only way that you and I will have a
conversation is that if it is a recorded call where all parties approve the call and sign legal authorizations that it be admissible in court.]  I will not call you again, at your request, but remain available to you should you choose. My direct desk line is (254) 745-2597. Otherwise, Ill leave the conversation with Mr. Beall, our franchisee and his attorneys.

Please know I truly believe an open conversation about what happened would clarify and help all of us get to the right answer.  [Actually, I believe that you are incapable of having an open conversation due to the fact that you won't
listen.  My daughter described your interactions not as a questioning process, but rather an interrogation.  If you are interested in getting to the bottom of this matter, then send your questions that need clarification via email, USPS directly to me and I would be happy to respond and provide clarification.]


All the best,

Mary Kennedy Thompson - CFE

President - Mr. Rooter 

When you walk with purpose, you collide with destiny.

So, did Ms. Thompson respond to my email?  No, she did not.  Her lack of response sends the message that
she purposefully presented her intentions falsely to the customer.  

I am of the opinion that she didn't like it that I would not allow her to try to bully me the same way that she was
trying to bully my daughter on the phone - trying to use half-truths to get my daughter to say that Mr. Rooter's work contributed to solving the problem when, in fact, it DID NOT!  The problem was NOT solved or improved in ANY way
until the township cleared out my home's lateral sewer line on 1-23-2012.  On 1-23-2012, the only thing they found in my home's lateral sewer line was grease (like the rest of the entire sewer line) and reported to me that the rest of my home's lateral sewer line was in good shape from where Mr. Rooter stopped work to where the township's main sewer line begins.  The township employees, like my daughter and I, also believed that the work Mr. Rooter did was unnecessary.  We have good people working for the townshipThey felt bad because we just got ripped off for $19,500 to have none of the work that
was done make a difference in solving the problem that we had called on them to solve originally.

Please let my experience (and the experiences of others on my daughter's blog) serve as evidence to either:


a) Provide you with enough information to deter you from even picking up the phone to call them or any other brand
under The Dwyer Group

 
OR 


b) Provide you with enough information to encourage you to document every second of the process if you do
choose to allow Mr. Rooter to perform work for you (hidden video cameras and with audio if you are in a state that permits that)Keep in mind that, even with evidence, Mr. Rooter Corporation (and other Corporations under The Dwyer
Group) will STILL support the unscrupulous business practices of the franchisee that you are complaining to them about.  

 
OR


c) Provide you with enough information to help you go through the proper steps to lodge formal complaints
across a variety of different platforms and get the word out there to others

There is strength in numbers!!!!!  We just have to gather everyone together and have a discussion.  They should NOT be allowed to get away with this kind of unethical behavior!  

Engage in appropriate, peaceful displays to your friends about your commitment to refuse giving your hard-earned money (that is.if you have any left) to any brand under The Dwyer Group because they are constantly found guilty of:  


-not completing the terms of their contracts

-failing to perform the work in the contracts adequately

-failing to follow company's "Code of Values" as promised to the general public

-poor customer service  

-price gouging 

They claim that their customers are important; yet, look at how that handled my situation AND the situation of
othersmaybe even your situation?  

PA Home Improvement Consumer Protection Act:

http://www.attorneygeneral.gov/uploadedfiles/consumers/hic/act_132_home_improvement.pdf

Here are the points in the Home Improvement Consumer Protection Act that I see were violated:

517.7. Home improvement contracts
(a) Requirements.--No home improvement contract shall be valid or enforceable against an owner unless it:


(1) Is in writing and legible and contains the home improvement contractor registration number of the performing
contractor.

[Invoice 106273 does NOT contain the contractor registration number of the performing contractor, not even Mr. Rooter Plumbing of Pittsburgh.  This writing on this invoice is legible.]

[Invoice 105738 does NOT contain the contractor registration number of the performing contractor, not even Mr. Rooter Plumbing of Pittsburgh.  Additionally, the writing on the invoice is small and barely legible]

[Invoice 105742 does NOT contain the contractor registration number of the performing contractor, not even Mr. Rooter Plumbing of Pittsburgh.  Additionally, the writing on the invoice is small and barely legible]

(2) Is signed by all of the following: (i) The owner, his agent or other contracted party. (ii) The contractor or a salesperson on behalf of a contractor.

[The signature of the homeowner and the homeowner's daughter with the homeowner's permission would be accurate and fall
under this section.  The salesman didn't actually sign anywhere on any of the above invoices.  On Invoice 106273, a salesman/technician (on behalf of Mr. Rooter Plumbing Pittsburgh) printed his first initial, his last name, and
a number that could possibly be his employee number in a field titled "technician." (the closest evidence I saw to complying with second part of this requirement).  On subsequent invoices, the last name of the salesman/technician was printed in the field titled "technician" without identifying an employee number or anything relevant.]  

(3) Contains the entire agreement between the owner and the contractor, including attached copies of all required
notices.

[Each invoice contains the agreement, with Invoice 105738 not accurately explaining the work that was supposed to be done that was actually done.  On Invoice 106273, the homeowner signed that the work was completed concerning a cleanout and a drain cleaning that appeared to be performed according to the invoice.]

(4) Contains the date of the transaction.

[The date of the transaction is present on all of the invoices.]

(5) Contains the name, address and telephone number of the contractor. For the purposes of this paragraph, a post
office box number alone shall not be considered an address.

[These fields exist on all of the invoices.]

(6) Contains the approximate starting date and completion date.

[On invoice 106273, the starting and completion dates were irrelevant due to the fact that the job was performed at that
time.  On subsequent invoices, (105738 and 105742) there is nothing that indicates when the job will begin or end.  The only evidence of any job completion date is located on the "Exclusive Lifetime Excavation Warranty" which is 12-28-2011.  The work was actually completed on 12-30-2011.]

(7) Includes a description of the work to be performed, the materials to be used and a set of specifications that
cannot be changed without a written change order signed by the owner and the contractor.

[The only invoice that appears to follow these guidelines is Invoice 106273.  Subsequent invoices describe the work, with
Invoice 105742 inadequately describing the process that was actually done.  A replacement of the outside sewer line did not occur, but rather a 4" pipe was inserted (a slip-lining process) into the current 6" terra cotta clay pipes.  It is possible that I was also charged for a different process as well.  According to the invoice, there is no proof how much I was charged for each service that was performed (hydrojetting, camera inspection, and the sewer replacement/sewer line slip-lining
process).  They are supposed to quote from an advertised no hidden fees price book that, according to Invoice 106273, contains task numbers that probably refer to jobs within the price book.  Nothing like that remotely exists on
Invoices 105738 and 105742.] 

(8) Includes the total sales price due under the contract.

[It does include a total sales price due under the contract.  Whether I was appropriately charged, however, is a whole
other issue.]

(9) Includes the amount of any down payment plus any amount advanced for the purchase of special order materials.
The amount of the down payment and the cost of the special order materials must be listed separately.

[Actually, I was told that it had to be paid in full at the time that the contracts were signed prior to any work beginning, so
it states that invoices were paid in full.]

Home Improvement Consumer Protection Act Page 7 Amended 7.07.11

(10) Includes the names, addresses and telephone numbers of all subcontractors on the project known at the date of
signing the contract. For the purposes of this paragraph, a post office box number alone shall not be considered an address.

[Mr. Rooter Plumbing of Pittsburgh employees were the ones contracted.  If that is considered to fall under this statement,
then contact information for Mr. Rooter Plumbing of Pittsburgh employees was included; however, it is important to note that it was nearly impossible to get hold of the salesman/technicians who were responsible for selling me the service that there is NO solid evidence that I even needed done at that specific timeThat it was an emergency, aside from cleaning the sewer line.]

(11) Except as provided in section 125, agrees to maintain liability insurance covering personal injury in an amount not less than $50,000 and insurance covering property damage caused by the work of a home improvement contractor in an amount not less than $50,000 and identifies the current amount of insurance coverage maintained at the time of signing the contract.

[Unknown]

(12) Includes the toll-free telephone number under section 3(b)6.

[No toll-free number is included on the invoice.]

(13) Includes a notice of the right of rescission under subsection (b).

[The notice of the right of rescission under subsection (b) is included underneath the customer's signature.]

(b) Right of rescission.--An individual signing a home improvement contract, except as provided in the emergency provisions of section 7 of the act of December 17, 1968 (P.L. 1224, No. 387)7, known as the Unfair Trade Practices and Consumer Protection Law, shall be permitted to rescind the contract without penalty regardless of where the contract was signed, within three business days of the date of signing.

(c) Copy to be provided.--A contractor or salesperson shall provide and deliver to the owner, without charge, a completed copy of the home improvement contract at the time the contract is executed which shall contain all required notices.

(d) Arbitration clause.--Nothing in this act shall preclude the court from setting aside an arbitration clause on any basis permitted under Pennsylvania law. If the contract contains an arbitration clause, it shall meet the following
requirements or be deemed void by the court upon motion of either party, filed prior to the commencement of arbitration:

[I'm not entirely sure if I have one of these arbitration clauses...]

(1) The text of the clause must be in capital letters.

(2) The text shall be printed in 12-point boldface type and the arbitration clause must appear on a separate
page from the rest of the contract.

(3) The clause shall contain a separate line for each of the parties to indicate their assent to be bound thereby.

(4) The clause shall not be effective unless both parties have assented as evidenced by signature and date,
which shall be the date on which the contract was executed.

(5) The clause shall state clearly whether the decision of the arbitration is binding on the parties or may be
appealed to the court of common pleas.

(6) The clause shall state whether the facts of the dispute, related documents and the decision are confidential.

(e) Voidable clauses.--If a home improvement contract contains any of the following clauses, the home improvement contract shall be voidable by the owner:

(1) A hold harmless clause. 

[Those hold harmless clauses exist.  Who hires a plumber to perform work and does not expect them to put the home back
in the same condition that it was prior to starting work?  If you review their Terms and Conditions, it actually communicates that Mr. Rooter Plumbing is not responsible for the following:  damaging your home accessing plumbing (so they could jackhammer through your wall and go, "oops, too bad."), damage to the plumbing system ("that was fine until I ran a
jackhammer through it.  oops, too bad.") when accessing plumbing to address the plumbing identified by the salesman/"technician" as defective, and a list of items that the homeowner would actually have to bring in a different contractor for unless otherwise stated in the contract.  Well, I kept reiterating that, unless everything was going to be in the same condition that it was prior to the work being done for that kind of money, then I would not authorize the work.  A photo taken of the concrete slab serves as an example that they did not redo the concrete in an acceptable manner
according to the invoice.  Under the service authorization, it states the following "I also agree to hold Mr. Rooter or its assigns harmless for parts deemed corroded, unusable, or unreliable for completion of stated work to be done."  So, could that also imply that they could have used these types of parts within the scope of the work, but since this statement exists,
that it isn't their fault?  I understand if the previous statement pertains to preexisting conditions, which aren't conditions that were present in my situation.]


(2) A waiver of Federal, State or local health, life, safety or building code requirements.

5 73 P.S. 517.12. 6 73 P.S. 517.3. 7 73 P.S. 201-7.

[Unknown]

Home Improvement Consumer Protection Act Page 8 Amended 7.07.11

(3) A confession of judgment clause.

[Unknown]

(4) A waiver of any right to a jury trial in any action brought by or against the owner.

[Unknown]

(5) (Reserved).

[Unknown]

(6) An assignment of or order for payment of wages or other compensation for services.

[Unknown]

(7) A provision by which the owner agrees not to assert any claim or defense arising out of the contract.

[Well, if they make you sign something when they falsely made you believe that you had to have an emergency sewer line
replacement, one could see how that could fall under this statement.]

(8) A provision that the contractor shall be awarded attorney fees and costs.

[Unknown]

(9) A clause by which the owner relieves the contractor from liability for acts committed by the contractor or
the contractor's agents in the collection of any payments or in the repossession of any goods.

[If the contractor is not responsible for any damage to the non-defective plumbing or to the home in accessing plumbing, that
is a clause that relieves the contractor from liability for acts not only for installing but for repossessing as well!]

(10) A waiver of any rights provided under this act.

[Actually, yes.  This exists under the Emergency Work Authorization and the Waiver of Right to Cancel.

Using high pressure, misleading sales tactics, and misdiagnosis, the sewage continued to back up into the home as a result of
a grease blockage still present in the homeowner's lateral sewer line AFTER Mr. Rooter Plumbing of Pittsburgh was paid in full and claimed to have completed the work contained within the invoices on 12-30-2011.  

Mr. Rooter Plumbing of Pittsburgh, however, failed to complete the work within the invoices that related to the homeowner
being forced signing their rights away under the FTC.  If the homeowner didn't sign these forms, the work could not be performed.

The emergency was clearing the line in order to prevent sewage from backing up into the home.  The homeowner signed their
rights away under the FTC under the impression that a license plumber had assessed and would be working on resolving the issue.  

Mr. Rooter Plumbing of Pittsburgh based their recommendation for a complete sewer line replacement on the diagnosis of
"draining slow."  Additionally, due to all the debris in the lateral sewer line on the first video inspection (the only one that the homeowner has), it is difficult to see any evidence of cracked, misaligned, or collapsed pipes that would necessitate a sewer line restoration process of any kind.  The only cracks in the pipes were inside under the foundation revealed AFTER the jackhammer was used.  It is possible that the jackhammer's vibrations and contact with the pipes cracked them; thus allowing
the water from the clog, present somewhere under the foundation around the threshold near the basement door, in the lateral sewer line to leak out and into the soilwith the technician pointing it out in order to make the homeowner falsely believe that the process was necessary.  Also, the homeowne

This report was posted on Ripoff Report on 11/19/2012 10:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/Mr-Rooter-Plumbing-Pittsburgh/Cranberry-Pennsylvania-16066/Mr-Rooter-Plumbing-Pittsburgh-Mr-Rooter-Plumbing-and-Mr-Rooter-Corporation-Lied-To-Me-971652. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report.

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REBUTTALS & REPLIES:
4Author 16Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Mr Rooter of Pittsburgh

AUTHOR: Scarlett McScammed - ()

In addition to lying to consumers about their willingness to resolve issues that arise with consumers and about receiving the 2012 Angie's List Super Service Award, The Mr. Rooter of Pittsburgh employee, who responded to this complaint and falsely claimed to be willing to resolve the serious issues that arose during dates of service with my Mother after being contacted via e-mail as requested by the employee, has taken to using an unprofessional and profane demeanor with consumers who post on their social networking websites, like Facebook.

As a representative of Mr. Rooter of Pittsburgh, the "Social Media Consultant," as she refers to herself, recently deleted what I believe to have been an unprofessional and profane response to a consumer.  Even though Mr. Rooter Corporation delivers their automated and impersonal responses to people who post complaints or negative feedback and in extremely rare cases positive feedback, at least their responses on their social media networking sites are always professional.  Get Mr. Rooter Corporation on the phone, though, and they behave in a completely unprofessional manner:  they talk over you, they lie to you, etc.

As you review the exchange in the photo, with all of the other possible words to choose out there, the Mr. Rooter of Pittsburgh employee was not capable of replacing the word, "Shitty" with something less profane like "Crappy?"

"It's best to call an expert, not a parrot?"  So, the Mr. Rooter of Pittsburgh employee is publicly referring to Mr. Rooter being "experts" and Gillece as not being experts - engaging in accusatory/defamatory behavior.  Perhaps, Gillece should include Mr. Rooter of Pittsburgh in their defamation lawsuit as a competitor tarnishing their "stellar" reputation...

Personally, I would never call any of the three large companies serving Pittsburgh (Mr. Rooter, Gillece, and Roto-Rooter) based on everything that I have been witness to both directly and indirectly with Mr. Rooter as well as reading and hearing in-person all of the horror stories.  Mr. Rooter, Gillece, and Roto-Rooter all charge way too much with people often finding themselves poorer and still experiencing the same problem with no offer from the companies to make it right.

Mr. Rooter is the SECOND largest plumbing company....NOT the largest plumbing company as the Mr. Rooter of Pittsburgh employee stated...That is still Roto-Rooter based on my research.

Is Mr. Rooter of Pittsburgh capable of telling the truth? Considering that Mr. Rooter of Pittsburgh still has the defamatory statement on both of their twitter feeds reporting that they are recipients of the Angie's List Super Service Award when I have emails from Angie's List confirming that they NEVER received the 2012 Angie's List Super Service Award and there is an active brand infringement case open, that would be a resounding "NO!"

To avoid being taken advantage of, I highly recommend avoiding Mr. Rooter Plumbing locations all together - especially Mr. Rooter of Pittsburgh.  In fact, we are so concerned about the welfare of the consumers living in the Pittsburgh area that we now have t-shirts and bumper stickers displaying the facts, in a concise manner, that we wear all around the Pittsburgh Metropolitan area.  Photographs of our shirts and bumper stickers have been attached and you are free to create and wear these shirts to protect consumers in areas where you have been victimized. 


 




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#2 Author of original report

Blog with Clear Separation of Fact and Opinion About Mr. Rooter

AUTHOR: Scarlett McScammed - ()

The organization on Rip Off Report is difficult to follow; therefore, I have recreated a blog which clearly separates facts from opinions.  It is difficult, however, because my opinions have evolved from facts.  The blog can be accessed at: http://howmrrooterofpittsburghrippedusoff.blogspot.com

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#3 Consumer Comment

The employees of Mr. Rooter of Pittsburgh/Youngstown/Dayton continue to lie to consumers!

AUTHOR: RMP - ()

So, even though emails were sent as requested by the Mr. Rooter employee, no response has been received.  As you can see, they lied to consumers about their intentions of resolving the serious issues of FRAUDULENT MISREPRESENTATION, BREECH OF CONTRACT, & SHODDY WORKMANSHIP with my Mother.

Mr. Rooter of Pittsburgh/Youngstown/Dayton (same owner…same business code of ethics) continues to infringe upon the Angie's List brand, taking advantage of being associated with a Super Service Award they did not receive in order to misrepresent themselves to consumers.  I guess that one can expect this behavior from a business who has individual employees with multiple PA criminal dockets on file.  

In other news, mutliple Mr. Rooter locations refuse to honor their advertised promises and warranties.  There is NO piece of mind when choosing Mr. Rooter or ANY Dwyer Group brand for service….Find established local companies and ask others about their experience before proceeding.

I have created and ordered a shirt that I will wear out in public in order to protect as many people as I can from the same fate as my Mother.  A photo of the T-Shirt is below:

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#4 Consumer Comment

Update: NO RESPONSE To E-Mail Sent To Business 10 Days Ago

AUTHOR: RMP - ()

  Although I believe that the  business should have been the one to take the first steps to open up communication with my Mother, an email was sent to the employee in this Rip Off Report and to the owner of the business to open up communication and ask them to contact my Mother to resolve the serious issues mentioned in the report.  It has been 10 days since the e-mail was sent and neither my Mother or I have heard from the local business - Mr. Rooter Plumbing of Pittsburgh.  I just resent the e-mail to the employee's e-mail address provided in the employee's response.  As you can see from Rip Off Report, this business has not acted in a responsive manner and it appears as though they have lied to my Mother and I as well as you, the consumer.  I will post an update on 4-29-2013 to give a second opportunity for the business to respond and contact my Mother.    
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#5 Consumer Comment

Risky!

AUTHOR: Terri - ()

I'll keep looking.  I don't want to pay all that money to have the same problem.  If they would've made it right, then I would've taken a chance on them.    
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#6 Consumer Comment

Issues Continue To Remain Unresolved

AUTHOR: RMP - ()

Terri,

No, the business has not contacted my Mother to resolve issues of fraudulent misrepresentation, breech of contract, and faulty workmanship.  I like your approach...rewarding businesses that show they are in favor of ethical business practices; however, it appears as though ethical business practices are not on Mr. Rooter's list of priorities.  If you read the posts made by the business, you can see that they serve enough desperate and gullible people (17,000 + Year) out there who give them enough business not to care about whether or not they complete jobs according to contract or stand by their advertisement which states that it is "fixed right the first time."  There is a good chance that you would probably have sewage backups even after they claim to have your job completed like us, where they were not even competent enough to perform their hydrojetting service; however, our local municipality was able to successfully hydrojet the part of the sewer line that should have had the insert installed in it.  What's more is that Mr. Rooter still continues to deceive consumers by advertising that they are winners of the Angie's List Super Service Award, even though they were asked by Angie's List to remove this information because they did NOT receive it.

Would you really want to risk putting your trust in someone who behaves in this manner?  If they convert to ethical business practices, I will be sure to update accordingly.  In the meantime, I recommend finding someone else to do the job.  I don't believe they should be rewarded with a $20,000 sewer line replacement job for unethical business practices plus you could probably find someone cheaper who does a better job.  
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#7 Consumer Comment

Did they resolve your issue?

AUTHOR: Terri - ()

I need to consider replacing my sewer due to frequent backups.  I wanted to check back here to see if this location followed through on resolving issues with your Mother before picking up the phone to call them.      
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#8 Author of original report

If you would like to follow the Defamation suit filed against me, go to:

AUTHOR: Scarlett McScammed - ()

If you would like to follow the defamation suit filed against me, go to:


https://dcr.alleghenycounty.us/selectcaseid.asp?filename=welcome.htm&nologinrequired=yes


Enter CASE ID:  GD-12-021144


I have been looking for the docket in the electronic filing system since I was served with the complaint on 11/19/2012.  They left out the zero.  Instead of making a two hour trip to the court house and paying for parking on top of filing, I could've filed my answer electronically which would have been considerably cheaper.  


As a Pro Se Litigant, I should've been able to locate my case in the electronic filing system to follow the actions in order to ensure that I have the opportunity to take action as it is recorded in the system.  By the Plaintiffs serving me with numbers missing, the discrepancy has acted as an obstruction.  All communications have had the CASE ID as  GD-12-21144.  Try looking that up in engine.  What happens?  Can't be found!


FYI:  They still continue to misuse the Angie's List Brand.  I shouldn't be surprised because this misuse is something that can be easily removed by them.  Corporate moved their misuse swiftly; yet, the local Mr. Rooter continues to linger and they have recently redesigned their webpage.



They don't say what they mean and they don't mean what they say....


Regardless of all other claims, they see (or at least an employee sees) that their concrete job is horrible and they don't even offer my mother restitution for something that is faulty on its face.  So, if a consumer has a problem, this is how they will be treated?









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#9 Consumer Comment

Update: No Response From Mr. B**** & Met Another Mr. Rooter Victim In-Person!

AUTHOR: RMP - (USA)

Update:  Ms. S****, who was speaking on Mr. B****s behalf (Wow, look at that.The same thing I have been doing for my Mother!  What a coincidence!), has claimed that Mr. B**** was willing to discuss resolution options; however, neither Ms. S**** or Mr. B**** have taken steps to contact my Mother or myself to discuss amicable resolution options. 

Considering that Mr. B**** is the one who directed his lawyer to warn us not to contact him AND his business sent a letter to the BBB stating that they refused to do anything about the situation they left my Mother in, Mr. B**** should be the one to open communication as he is the one, in addition to his business, who has refused communication from us about the serious issues that arose during the dates of service.
  In fact, it would be in the best interest of both parties to have everything in writing.  We have no problem standing behind our statements, but it seems as though Mr. Rooter has a problem standing behind theirs because we continue to remain in the same unfortunate situation. 

  

Consumers, it continues to appear as though Mr. B**** sent Ms. S**** to write some damage control posts in order to make it seem as though he cares about the consumers who use his business because, based on both the lack of action and the action of filing a Defamation suit for reporting the truth, it looks like his plan is really just to ignore us for as long as he can.  Consumers, this could be youwaiting in limbo for resolution talks that were probably never intended to occur.  It seems as though what he really wants to do is to run out the statue of limitations.  If Mr. B**** actually follows through with reported claims of wanting an amicable resolution, the consumers would be the first to know. 

  

Here is another example of a lack of follow-through: Lets look at the fact that Ms. S**** STILL has not removed status updates and the press release about Mr. Rooter winning the 2012 Angies List Super Service Award on the companys website, Mr. Rooter of Youngstowns Facebook page, and Mr. Rooter of Pittsburgh and Mr. Rooter Media Twitter accounts.  It is a simple deletion processYou hit an X or the Delete button and remove the posts on Facebook and Twitter (10 minutes if you are slow) and remove the page created on the website on www.rooter2.com.  

Considering the fact that Angies List confirmed the misuse of the Angies List brand by corporate and the local franchisee, it was removed from another blog and even PRWeb faster than its removal from Facebook pages or Twitter accounts.
  It seems as though they want to leave it up as long as possible to deceive consumers into thinking that they won this award.  If your purpose is not to deceive consumers, Mr. B**** and Ms. S****, and you are turning over a new leaf into the ethical world, then REMOVE IT!!!!  Considering how long the false information has been up, Ms. S****, you do not appear to be very anxious to have the inaccurate information removed.
 

 

In other news, today my Mother and I just met for the first time and spoke with our neighbor who said she had problems with her sewage when she first moved into her home.  To my surprise, she brought up Mr. Rooters name; however, it was NOT in a positive light.  In fact, she reported to me that they destroyed her home and lied to her about signing the emergency forms, claiming that the forms were to protect her from them going to do work on someone elses house and leaving her waiting. 

Lucky for her though, other people (including the township) told her to get them out of her house and to get a lawyer who was able to get her out of the contract.
  In the end, her problem was fixed for $900 and not $4,000 quoted by Mr. Rooter.  Even the lawyer that represented our neighbor wouldnt take any money from her.  The neighbor also met someone who used to work for Mr. Rooter and he told her they were crooked.  Now she tells everyone she knows never to call Mr. Rooter. 

  

So, how many more people are out there who have been treated this badly by Mr. B****s businesses (Mr. Rooter of Pittsburgh, Mr. Rooter of Youngstown, and Mr. Rooter of Dayton (Mr. Rooter of Dayton just opened)?

  

Mr. B****, you should be ashamed of yourself for allowing consumers to be treated like this.  Your business would have more traffic if you would treat people right the first time.  I guess what makes it worse is that while you dont care about corporates actions, what you dont understand is that corporates actions will hurt you too as a franchisee owner.  You probably have a lot of people who are warning other people regularly not to do business with your company based on the non-responsiveness of your employees, yourself, and corporate.    

   

If people stop putting money in The Dwyer Groups pockets through their service brands, like Mr. Rooter, then perhaps the franchisees within the Mr. Rooter brand will care enough to take care of customers right the first time in order to avoid having the customer turn to a corporate entity who could care less because they still get their money no matter what.  In fact, it is even more of a vicious cycle because then all the brands are affected when there is a negative experience with one brand.  Out of 1,600 franchise locations across 7 brands, very few locations receive positive reviews.

 

 Mr. Rooters actions do not illicit ANY business sense whatsoever.  It has been our experience so far and the reported experiences of others that Mr. B****, Mr. Rooter Corporate, and The Dwyer Group do NOT stand behind the products and services that they deliver and they will leave you out in the nether.

  

So, Mr. B****Here are some valid questions directed towards you.Why should people do business with a company who does not stand behind their products and services and who are not committed to resolving serious issues in a reasonable and timely manner?  Why should people do business with a company who takes legal action against consumer who waited 10 months to post a review in order to give the company ample time to respond favorably? 

Why must it appear as though you insist that I tell consumers a different story before you are willing to resolve matters with my Mother?
  My Mothers situation should have been resolved.  Period.  Your employees, you, and corporate have done EXACTLY what I said you have done to my Mother and myself.  I shouldnt have to lie for issues with my Mother to be resolved, so RESOLVE them either on her terms which is $19,700 (My Mother states:  Mr. B****, you destroyed something of value; thus, you owed me something of value.

The work performed never rectified the issue of sewage backing up into the basement for which the contracts were signed.) or my suggested terms which is the second part of the unnecessary sewer line replacement/restoration at 9,500 as there was a breech of contract and deceptive sales tactics performed on that specific contract plus an official releasing of me from the defamation suit.

  

Business ethics isnt complicated

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#10 Consumer Comment

My Mother and I both agree that it looks like we are still getting the runaround.

AUTHOR: RMP - (USA)

My Mother and I both agree that it looks as though they are continuing to give us the runaround.  If they really wanted to work out the serious issues with us, then either Mr. Beall or Debra would have contacted us by telephone and left a voicemail message or sent an email as the information should be able to be obtained from both the local and corporate offices as well as from Mr. Beall's lawyer.  I have offered my public email address for Mr. Beall or Debra should they be sincere about their stated intent:  raerae_province@yahoo.com w/subject line "Mr. Rooter Resolution Effort."

It also appears to us as if their effort to try to resolve our issues is largely dependent on whether or not I am willing to make up stories about what really happened...which I am not.  For example:  

1.  Asking me to tell consumers that my negative emotions are the result of The Dwyer Group's actions and not theirs when, in fact, my negative emotions are the result of the actions by people from the local and corporate Mr. Rooter offices.

2.  Asking me to tell consumers how a telephone conversation never took place between Mr. Beall and myself or my Mother, which is true; however, they conveniently do not mention WHY a phone conversation never took place.  It never took place because Mr. Beall never called me as the corporate service manager told me he would.  It never took place because after waiting several days for Mr. Beall to contact me, I sent him an email to which he replied and implied that he would address the issues when had returned from Florida.  Four days after Mr. Beall's reply email, a lawyer composed and sent out a letter warning me not to contact his client.  We would still welcome Mr. Beall's better late than never approach if he is truly willing to attempt an amicable resolution.

I believe that Debra's statement concerning blocking my access to the rooter2.com website was made and could be implemented because they want to restrict my ability to gather information that may be valuable to my legal defense as I have no choice but to represent myself.  The data that I discovered during my research, I feel, would serve as a strong body of evidence to support both my stated facts and my stated opinions.  Also, I believe that they are upset because I contacted Angie's List and informed them of the misuse of their brand.  One of my friends advised me to contact the BBB about the misuse of their brand between January 14th through January 29th; however, the BBB image and the Angie's List image were both taken down at the same time.  Honestly, if things had not transpired in the manner that they did, then I would NEVER have thought to perform extensive research or to question the authenticity of the content of a business' website.  All I was requesting was that accurate information be removed from the website so that consumers would not be mislead.

The message Debra is sending is right, though.  I should prove my statements to consumers.  To prove my statements, I should take the following actions:

1.  Post my email to Mr. Beall on 10/18/2012
2.  Post Mr. Beall's return email to me on 10/18/2012
3.  Post the letter Mr. Beall's attorney sent dated 10/22/2012

[Items 1-3 explain why no conversation occurred between Mr. Beall and myself and/or my Mother and how it appears as though Mr. Beall had no intentions at this time to resolve the serious issues presented]

4.  Post pdf's of the court dockets between Plaintiffs and Mr. Rooter Plumbing

[Item 4 would allow consumers to review the civil court cases which contain evidence of the last recorded action that would shoot down Mr. Beall's claim that he or his business has never lost in court based on the last action recorded.]

5.  Post the lawsuit complaint against me and the answer I filed for public review.

[Item 5 would allow consumers to see the claims made by the Plaintiffs and the Defendant.]

Regardless of what we have been through as a result of choosing Mr. Rooter to solve a problem that never got resolved by them because they aren't the ones that stopped the sewer from backing up into our basement, my Mother (because I asked her to) and I remain willing to explore amicable resolution options because everyone makes mistakes and should be given a chance to make things right.

I suggest we wait and see what actions Mr. Beall intends on taking and I will, of course, report accordingly.

I believe that if Mr. Beall is willing to step up to the plate, then perhaps he should be given consideration as a Second (Third, Fourth, Etc.) Opinion; however, Mr. Beall has to be willing to actually step up to the plate, though, and do what is right with regard to my Mother's situation. 
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#11 Consumer Comment

The company is giving Rachel and her Mother the runaround!

AUTHOR: anonymous - (United States of America)

What they are really doing here is giving Rachel and her Mom the runaround.  Debra told Rachel to lie to consumers about Debra's misuse of the Better Business Bureau's image because she still posted the image representing the Better Business Bureau on the company's website in public view regardless of the size of the image, the time on the website and her stated intentions.  Debra claims Mr. Beall is willing to try to resolve the matter but Rachel has to reach out to Debra first to open communication with Mr. Beall.  According to Rachel, she already reached out to Mr. Beall first in an email she sent on 10/18/2012.  Upon receipt of the email, Mr. Beall transferred Rachel directly to his lawyer who sent a letter out 4 days later warning her not to contact him.  On 11/5/2012, a defamation suit was filed against Rachel.  I don't blame Rachel for waiting for Mr. Beall to make the first move considering his actions towards her.  "Courtesy is and will remain the most important tool in our toolbox."  The behavior towards Rachel and her Mom are considered courteous by Mr. Beall and his business?  I find Mr. Beall's actions towards consumers alarming in general and would not want to enter into a transaction with Mr. Beall or Mr. Rooter based on how they have behaved towards Rachel and her Mom!  Any consumer could find themselves in Rachel's and her Mom's position.  Rachel, thanks for standing your ground on behalf of consumers despite what the business and its owner are attempting to do to you!  I like that you have conviction and hope you continue to stand up for what is right!  Rachel, I find your information to be of value.  Rachel, I also think you should invite people to your house for a tour so they can see the quality of Mr. Rooter's work up close and personal.  The concrete work in the photo is horrendous.  I wouldn't want them to do that to my property.  Good luck, Rachel and Rachel's Mom!
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#12 Consumer Comment

Company responds! Kudos!

AUTHOR: RMP - (USA)

Ms. Santavicca,

Yes, I am Rachel Province from Greensburg, PA.  Scarlett and RMP are the online identities that I have used; however, I am not the only one in the internet world to have used an anonymous identity online.  Why do you think people use anonymous identities?  They use them in order to try to protect themselves from identity theft (all you need is a unique name and a city and finding the address and tracking someone down is not a difficult challenge), as well as from businesses with excess money to spend on SLAPP suits in a possible attempt to intimidate or silence consumers from adequately describing their negative experiences and voicing their opinions based on the facts of their personal situations and the reported situations of others after being ignored.  If consumers notice, in this complaint, our identity is in the body of it!  If you read it, then one could easily have discovered our identity because the emails were copied and pasted directly from our email accounts, with a good faith effort made to protect identities by removing last names and email account informationI missed a few, but even without "reading it," it was obvious that Ms. Santavicca knew who I was.    

First of all, it is important to mention that Mr. Beall has never met my Mother or interacted with her in any way nor has he ever been to the job-site.  Any contact with my Mother, the "customer," has only been through the employees of his business with the last attempt being to sell an obviously unnecessary $5,000 backflow preventer for our lateral sewer line.  The invoices/contracts are between Mr. Rooter Plumbing of Pittsburgh and my Mother, Mary Province.BUT.MY handwriting is on INVOICE 105738 ($10,000) and bears my Mother's name - her name is in MY  handwriting.  My Mother received the information about the claimed condition of our sewer line from ME over the phone while she was at her sister's house and NOT Mr. Rooter employees on December 25, 2011.  The employees volunteered to come out on Christmas Day and inspect the sewer line, with phone records proving that there were no outgoing calls from our phone lines on December 25, 2011, except from me to my mother to explain the claimed findings.  After explaining to my Mother what Mr. Rooter employees claimed was needed to rectify the issue on December 25, 2011, she gave me permission to enter into contract on her behalf in order to solve the issue of sewage backing up into the basement which was never solved by Mr. Rooter of Pittsburgh as we backed up for three weeks upon the claimed completion of work.  Mr. Rooter employees did not object to me signing my Mother's name on December 25, 2011 and, therefore, recognized ME as an authorized agent of my Mother to enter into a legally binding contract with Mr. Rooter of Pittsburgh and to make payment in full for services before work began as an authorized user on my Mother's Discover and American Express Credit Cards respectively.

Considering that I signed INVOICE 105738 and its associated paperwork, as my Mother's daughter, I am responsible because I was representing her interests at that timeYes consumers, not very well, obviously, because here I am on her behalf and have mentioned so on the other report and on other forums.  My earlier reports and updates (October-December - http://www.ripoffreport.com/mr-rooter-pittsburgh/plumbing/cranberry-pennsylvania-81d70.htm) with the facts surrounding our experience and my opinions, which I felt were well-supported by the stated facts, contained an emotional flare with the source of the emotion stemming from the negative interactions that took place with the employees of Mr. Rooter of Pittsburgh, then the Mr. Rooter Corporate customer service manager and president, and then back to the president of Mr. Rooter of Pittsburgh due to the fact he brushed me off and never even bothered to contact his "valued customer" directly.  If you notice online, other similar reports have emotion behind them as well and, honestly, do you expect people who have been taken advantage of not to be hot under the collar?  The great thing about this complaint number is that, within the emails to corporate, the facts are restated about the situation from start to finish and come from the customer, my Mother, without the extra commentary that I added in other online postings which also include my opinion based on my experience and my shared opinions of the situation others have reported online that I have provided links to.  The interactions between Mr. Rooter of Pittsburgh employees and us occurred over a 7 day period (12-24-2011 thru 12-30-2011), so of course there are going to be a lot of details - yes, very much like a dissertation!  :-)


As far as me contacting Angie's List about the issue I discovered, Debra, you just agreed that Mr. Beall's businesses did not meet Angie's List eligibility requirements for the Super Service Award.  So, then why would my being thrilled to have a company actually listen and respond to consumers' concerns in a timely fashion be perceived as a problem or presented with a sarcastic undertone?  How Angie's List responded was how I hoped that the employees of Mr. Rooter of Pittsburgh and then later Mr. Beall would respond; however, that never actually happened - even after I had sent the link of my blog to Mr. Beall in an email which was in an appropriate format to support media intended to help describe what happened during our experience with Mr. Rooter of Pittsburgh since Mr. Beall was never at our home (legally my Mother's home, but I live there too so it is not completely inaccurate to call it my home or include myself informally in the mention of it) and the blog was the only information that was public at the time, but not well distributed and could be easily altered.  Instead of contacting me as Mr. Beall implied he would in his return email to me, I received a letter from his lawyer that was composed four days after Mr. Beall sent the return email to me claiming that he would address the "issues" before I received the letter from his lawyer warning me not to contact Mr. Beall; thus, Mr. Beall refused to speak to me or even make an effort to contact my mother whose name is on the invoices and who both corporate and Mr. Rooter Plumbing of Pittsburgh along with Mr. Beall continue to state that my Mother is "their customer," despite the fact that it is accurate to state that I was present during the entire process except to go to the bathroom and my Mother can only speak on a few issues presented because she couldn't physically be onsite through the process due to balance issues complicated by a second hip surgery with the instability of the gravel and uneven ground posing a potential danger to her.


As far as Debra's description of her experience with corporate and based on our experience with corporate, I believe that Debra's claims in that regard are probably valid.  The vibe I get online about corporate based on accounts from others is that they don't care about consumers OR their franchisees, but rather only their bottom line.  I have no doubt they probably throw Mr. Beall and other franchisee owners under the bus repeatedly (Violation of the Code of Values for sure right there); however, what doesn't seem to add up though in that equation is that before I posted in permanent public forums such as Rip Off Report and Pissed Consumer, Mr. Beall knew where both I and my mother stood regarding the issue (my mother's expectations were actually much higher than mine, but I asked her to consider a different resolution and presented that resolution to Mr. Beall in the email) because I sent an email that he responded to the same day which was after the time period in which I had spoken with the corporate customer service manager who told me that Mr. Beall was supposed to contact me directly.


Debra, I couldn't understand, as a journalist, why inaccurate information was permitted to remain online for such an extended period of time (inaccurate information in journalism is also a potential risk for a Defamation suit according to what I learned online); however, it is a relief to hear that you are just as concerned about the truth being reported as I am.  As for your reputation, tarnishing it was and is not my intention; however, you are the entity who chose to reply or who was given the authority to do so; therefore, all I expect between any interactions is honest and ethical behavior.  In fact, as far as your writing goes, I find the Mr. Rooter Tips to be well-written and, based on my own research, consistent with what is reported in the plumbing trade.  Also, the format of the website is improved, less cluttered, and more pleasing to the eye.  Debra, your web design skills are very good, actually.  I have to recognize and give you credit for supporting the fact that the BBB Logo and the Angie's List Award should not have been attached to the rooter2.com website.  While you used the BBB Logo for formatting purposes, I am confused as to why you didn't resize any other non-copyrighted icon to take the BBB Logo's place.  So, what I don't understand is that you claim that you used the BBB Logo for formatting purposes for a day or two, but you want me to tell consumers that you didn't post it on the website in public view - there was no disclaimer at the time that stated the website was being edited or under construction.  I'm sorry Debra, but what you are asking me to do doesn't make any sense to me and, ethically, I would be lying to consumers if I made such a statement because, on its face, the statement isn't true.  In speaking with my Mother, we can't seem to understand why the BBB Logo/icon would've remained on the website for not a couple of days, but rather over a week (I'm sure that you have my IP information from even that period because we only have one IP address but multiple computers).  But the important thing is that the Angie's List and BBB icons have been removed from the website and, hopefully, if they are placed on the website in the future it will be because they were earned and that they were legally permitted to be there.  Also, as far as your advertising the Dayton location, I still feel strongly that including Dayton as a most referred area would be premature considering the grand opening isn't until March 1, 2013 so you aren't really there yet technically; however, perhaps mentioning that the business looks forward to becoming the most referred would be a more accurate statement?  I do love the separation of territories, though.  Kudos, for that idea.  


As far as your previous post, Debra, it sounded brash and insensitive to me; however, it might have been better received if you would have used the terminology that you just did in your most recent posts.


Again, the last time that my mother and I were willing to reach out to Mr. Beall, while I was waiting for his availability according to his return email to me on October 18, 2012, I received a letter from his lawyer dated four days later warning me not to contact him.  I would rather Mr. Beall contact us directly to arrange a convenient time to talk, although I realize that right now he is in the process of opening up another territory.  My intention was not and is not to ruin Mr. Beall's reputation or his business in any of the communities he serves or plans to serve.  If you truly read the scope of my online postings, I believe that it is obvious that while I am angry at the situation I am also begging him to do the ethical thing at the same time.  If Mr. Beall is willing to come to the table in an effort to resolve the serious issues that arose during the dates of service with my Mother in an equitable and fair manner, then that action, when completed, would make many if not almost all of my statements of opinion false regarding Mr. Beall's businesses under the Mr. Rooter brand; however, until that happens, my stated opinions remain true and supported by the facts of our personal experience and, indirectly, the reported experiences of others.  I've been challenging Mr. Beall to make my stated opinions false since October 18, 2012.
 
Also, in reference to the court cases Mr. Beall states that he never lost, would Mr. Beall like me to post the 26 PA Court Docket Numbers here or perhaps direct consumers to the other complaint so that they can access a summary of the court docket numbers of the cases brought against Mr. Rooter Plumbing of Pittsburgh in the last 15 years, its local president, and its employees?  Perhaps creating a YouTube video with official copies of the court dockets would save consumers time from looking all 26 dockets up online?  According to the court dockets, 15/26 cases appear to be found for the Plaintiff, with some of the Judgements being Default Judgements for the Plaintiff.  Some of the cases were settled and some of the cases were found in favor of the Defendant (Mr. Rooter of Pittsburgh, Bob Beall, other employees, etc.).  You realize that court dockets are a matter of public record and are accessible online in PA, right?  Currently, there appears to be two active cases between people who I suspect are scorned customers and Mr. Rooter Plumbing of Pittsburgh.  I read through the court dockets thoroughly and the last action that occurred looks like that was the last action for the case - the final judgementAlso, the fact that a portion of the cases were closed also alerted me to the fact that the information provided on the latest date was the final action taken.

As far as the character defamation that is being claimed by Mr. Beall and Mr. Rooter Plumbing via their legal representative, to be considered defamation the statement has to be false and knowingly so.  The character of the business is relevant.  The character of business' owner is relevant, and the character of the employees of the business is relevant, as is the character of the corporate entity.  The character that is being referred to is the claim that the Code of Values is at the center of everything at Mr. Rooter and that all employees are expected to behave in that manner both inside and outside of the business.  The Code of Values defines the character of the business and its employees.  The Code of Values is a set of values with expected behavioral outcomes that we have NEVER been on the opposite end of; however, we would be interested to see what these professed values are supposed to look like when they are implemented according to how I've seen them implemented on Dina Dwyer-Owens' videos that thoroughly explain each one.

Since I have to acquire information to support my legal defense pro se and act as my own lawyer because I can't afford the type of lawyer I need to help me best support my defamation defense, which is the truth, I have had no other choice but to devote time to gathering the evidence I need due to the fact that everything I have documented about our experience and the experiences of others online will be scrutinized.  No, Debra and Mr. Beall, I am not "obsessed," but rather am monitoring and gathering data as necessary, not only to defend my statements of fact but also to defend my statements of opinion should the suit continue to trial, in addition to taking on the role of consumer advocate in order to protect other consumers from being treated in the same manner.  While I am the only customer that has seemingly been this persistent and vocal, perhaps the reason I have been such is because I was directly involved and my handwriting is on an invoice which makes me feel strongly about my ultimate responsibility for introducing my mother to this unfortunate financial disaster and the continuation of a problem that was never remedied and the fact that I have nothing to loose by standing up for the injustice that occurred and continues to remain unresolved.  Not everyone comes forward for many reasons.  Perhaps, consumers fear that the actions taken against me will be taken against them and they have family to support and a roof to keep over their head.  I even have support on this issue locally (family, friends, relatives, and even my medical team believes that I should stand up for what is right!).  Perhaps the online support I appear to be receiving is from other consumers in different market areas that may have friends and relatives who have been burned by a Mr. Rooter Plumbing location.  For the record, Debra, I DO have my story straight and have provided links to back up any statements of fact and why I arrived at my opinion so that consumers can investigate and form opinions for themselves.  The only information that the consumers did not really have from me was my identity.

It is nice to hear that my opinion may be valued by Mr. Rooter of Pittsburgh, however, actions have definitely spoken louder than words with regard to Mr. Rooter of Pittsburgh and Mr. Beall demonstrating how my opinions might be valued.  Even Mr. Beall states publicly in his interviews that he takes negatives experiences to improve his business and how he and his business is coming off to members of the community.  Respectfully, Mr. Beall, your employees need retrained.  

With regard to whether the situation has gone past an amicable resolution, what you, Debra, and Mr. Beall don't seem to understand about me is that I understand people make mistakes and I always give people the chance to make things right more times than I should.  I'm the mediator, the nice girl in the familyMy mother, though, not so much and she doesn't see the situation the same way I do.  I even advocate for Mr. Beall as a businessman with her and have advised her to consider Mr. Beall's situation as well.  Why do you think I waited until October 25, 2012, even though work ended on 12-30-2011 and the sewer didn't stop backing up until the sewage authority hyrojetted our line on 1-23-2012, before making our situation a matter of permanent record through a public online forum such as Rip Off Report?  My delay, I believe, shows that my intention was NEVER to put a reputation in danger; however, morally I could not let what happened in our situation happen to someone else without me reiterating our experience and pointing out the themes that we did not notice earlier during the time of service due to being caught up in the panic of sewage backing up into our basement.

Again, I have stated through other mediums that how Mr. Beall reacted to our situation and his effort to find a reasonable and equitable resolution with my mother should send a strong message about his business ethics or his intended business ethics to the community.  

I don't agree with the statement that the customer is always right because they aren't always right.  I don't believe that price should be the only reason to bring up a complaint or that price be the only reason not to consider a contractor.  Other factors should be present like the work not being completed, a breech of contract, a continuation of the problem, a failure to resolve the problem, etc.  I made an effort to resolve issues privately on behalf of my mother because I am the primary source of information before I made them public; however, when you are ignored, then what do you expect a consumer to do and what options do you think the consumer would feel that they had?

Again, I invite Mr. Beall to contact us if he is truly interested in discussing resolution because, due to the letter written to me by his lawyer on 10-22-2012 and that I received on 10-24-2012 warning me to stop bothering Mr. Beall about our dissatisfaction with the failure of his business to rectify the problem AND the defamation suit filed against me on 11-5-2012 and served to me by the Westmoreland County Sheriff on or around 11-19-2012, I have no intention on reaching out because I have already tried and failed and, quite frankly, do not want to be at the brunt of anymore of this unnecessary legal nonsenseIt is Mr. Beall's turn to reach out and it is his response that WE have been waiting for.  

Mr. Beall knows exactly the minimum that we feel would be considered an amicable resolution to right the wrong.  Also, release from the Defamation suit and my being required to adequately represent any of the above efforts should be demanded.  I challenge Mr. Rooter of Pittsburgh to diffuse the situation and show consumers that he and his business are committed to implementing the values that are advertised, standing behind the work and decisions of his employees and being responsible if a mistake is made, in addition to being willing to address any issues that arise and/or miscommunication that has occurred in the process.
  
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#13 General Comment

Apologies For The Negative Approach

AUTHOR: Mr Rooter Media Center - (United States of America)

I just simply needed to state that I apologize for the negativity in my rebuttal.  My position is to continue to promote Mr Rooter Pittsburgh Youngstown and Dayton in a positive manner.

We believe the customer is always right and will continue to do everything in our power to maintain a good relationship with the community. 

Mistakes happen and information sometimes gets confused.  We will continue to monitor any and all feedback to ensure that all complaints get addressed as quickly as possible.  Courtesy is and will remain the most important tool in our toolbox.

Sincerely,
Debra Santavicca, PR, SMM, WebIT
Mr Rooter Media Center
Mr Rooter Tip Of The Day
www.rooter2.com
724-553-9510
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#14 REBUTTAL Individual responds

An Explanation Of My Purpose and Role with Rooter2.com

AUTHOR: Mr Rooter Media Center - (United States of America)

Greetings!
I wish to express my sincere apologies for Rachel Province (AKA RPM) (AKA Scarlett McScammer). Scarlett? RPM? Rachel?
I am sorry, but it still disturbs me that you will NOT put forth your real identity.

Let me be absolutely clear - regarding the comments that you have been writing regarding my integrity.  And to the consumer that is reading these comments:  I apologize that you have been subject to these rantings from Rachel Province who resides in Greensburg, Pennsylvania - I will refrain from giving you her street address or her mother's street address and phone number.

I have been contracted to write Mr Rooter Tip Of The Day.  I do an excellent job, as a journalist, creating a comprehensive library of useful plumbing tips for the consumer.  I also was asked to create a Website that would offer the consumer information on the services that Mr Rooter Plumbing offers in the Pittsburgh - Youngstown and Dayton areas.

I was given a press release from corporate written by their new Public Relations person and was told to circulate the "news".  I then went about my normal routine of creating a blog post, a press release and then added the information to rooter2.com.  I was contacted shortly after using the press release that was forwarded to me from corporate (Dwyer Group) that this information was not correct.  Rachel, aka; RPM and aka;Scarlett McScammer - is the one who reported this to Angie's List.  She states her "thrill" that Angie's List responded!

Yes, I was bewildered as to how I was given a press release that (after I did some research) appeared to be a "template" Microsoft Word document that the Dwyer Group's representative "plugged in" Bob Beall's information.  She spent 3 minutes updating the document and I can furnish this information if needed.  I was appalled and it was very disconcerting, to say the least!

I immediately contacted the Brand Awareness Enforcement at Angie's List - sent them the information and source of the information that I acted upon in posting the "award".

The details of the investigation and the reason why I had been sent this "announcement" of the award are still unclear to me.  I do not know why I was sent this press release from corporate.  The ball was dropped and I have not pursued it - mostly because I do not believe that I will be satisfied with an appropriate answer from the Dwyer Group.  I can say this for sure!  I will never trust another press release that is sent to me as "news" EVER!

I value my reputation as a journalist.  I went to Geneva College for Secondary English and then went to Slippery Rock University for my communications degree.  I have been working in the newspaper, radio and television genre since 1987.  The last thing I want is to have my reputation destroyed because I do not report the truth.

To the best of my knowledge - I write comprehensive plumbing tips that are gaining popularity and authority on the Internet and I am proud of the writing style and skill that I have to write relevant content and quality articles.

Rachel, I do not understand why you continue to try to tarnish my reputation.  I am not today or ever have been connected to corporate (Dwyer Group).  They do no answer my calls, they do not respond to my emails and I do not see them as a reputable or concerned entity when problems arise with one of their franchise operators.

Mr Beall has been assaulted by you with these postings - and I was asked to respond to you a few months ago - I didn't mean to be interpreted as uninterested in your problem.  I may have been misunderstood when I said that I didn't wish to expound on your explanation of how you were treated by corporate.  As I stated just above - they also treat me with reckless abandonment.  They misspell words on documents we ask to have created, they put wrong phone numbers on documents we ask to have created and most recently sent me that press release which embarrassed me as a journalist - because you are right:  it was not a valid or documented award!

I meant to express to you, Rachel, that I didn't need be redundant about reiterating your dissatisfaction with your experience - it was already posted here at Ripoff Report and anyone could read for themselves your entire, thorough explanation about your experience.  I truly, truly, with integrity, came here to this forum to ask you what we could now do to open up communication and attempt to resolve the situation.  Meaning - Mr Beall asked me to invite you to contact us personally and open up communication!  As I re-read my rebuttal here I do not see how I acted as though I didn't care about your problem.  I stated that I didn't need the include your 2,000 word dissertation regarding your situation.  I was asked to post inviting you to contact us to personally speak to you!  Period!

I am not an expert in this area - resolution!  I am not in an office with a team of loss prevention experts to assist you.  I cannot do anything about your experience with corporate.  I am truly sorry that they treated you with indifference.  I cannot change that.  The only thing that I could do and am still willing to do - although I do not know if it has gone beyond an amicable resolution point or not - my intention was to let you know that Mr Beall was willing to try and resolve your situation.

I wasn't included in any decision to utilize an attorney in this matter.  I simply write the Mr Rooter Tip Of The Day - I have been given certain paragraphs of information to include at the bottom of press releases and I do my best to include statements that are given to me about the company.  I was asked to include this statement when I responded to you:

"Last year, Mr Rooter Plumbing Pittsburgh responded to over 17,500 plumbing emergency service calls and you, Rachel are the only customer that has made it a campaign to try and destroy Bob Beall and my reputation.  Mr Beall also wants me to make the consumer aware that we have never in 15 years of serving the areas of Pittsburgh - Youngstown since last June and Dayton most recently - ever lost in court, either as a plaintiff or as a defendant." ~ Bob Beall

As for the BBB logo you claim that I had used on the rooter2 Website - you are taking things out of context.  So let me put the record straight.  I was adjusting the sidebar area of the new responsive Theme - and had used a block image that fit into the 180 X 212 area in the sidebar.  That image was flattened and in my media library and I liked the way the plumbing surrounded the image.  I used that image in the sidebar for a day or so - and since you are so on top of all of the work that I am doing - you should retract your statements about me using a BBB logo on the site.  The only thing that I can find that would have even given you the ammunition to say that I had used a BBB logo was the tiny representation of that logo within that image with the plumbing that surrounded it -as it also contained credit card logos.  I decided that I didn't like that ad block - which advertised $79 something - and that was not true to our current advertising campaigns.

We are currently using a "Call Our Dad" campaign that uses Mr Beall's adorable children in commercials, billboards and print advertising.  You have probably seen the very creative commercials on KDKA and WPXI.  I am sure you have also seen his great kids on billboards, for I know that we have some in your immediate area - again I will refrain from giving your mother's or your own address for privacy reasons.

I will also say again, that I do believe that I would have been more receptive to your derogatory rantings if you were transparent and forthright in stating who you really were - instead of hiding under the personna of "Scarlett McScammer" and now "RPM".

When you are prepared to come forward and let the visitors to Ripoff Report know that yes, you are in fact Rachel Province and that you are not the actual customer that Mr Beall even dealt with - then perhaps you will improve your own credibility.  My name is Debra Fischer-Santavicca.  My previous married name was Braden.  I currently use the name Santavicca and use the Fischer-Santavicca because I have so many friends from high school on Facebook that I wanted to be able to be found by my birth name.  I was also adopted as a baby and my biological mother was Annamarie Funkhouser from Ellwood City PA.  My father worked at ARMCO Steel and passed away three years ago in January.  My adoptive mother is Marie Conn Fischer and still lives in our family home in Butler.  I am the oldest of 5 children and if there is any other personal information that you would like - please feel free to give me a call.

You will find, Rachel, that I am a very happy person, I love the wonderful talents that God has gifted me and I love the opportunity to write the Mr Rooter Tip Of The Day.  And to the consumer, my intentions are never to mislead you about Mr Beall, his family, how many children he has fostered or how many children he has adopted.  Rachel, this is why I am sure that Mr Beall's attorney has chosen to file a Defamation of Character lawsuit against you.  Because you have strayed from the facts of the unsatisfactory job results - at your mother's home - and have taken this forum and turned it into a personal character assassination forum - that does not represent anything realistic or rewarding for the customers to read.

I would like to also state that I openly invite anyone reading these Ripoff Report comments to feel free to visit www.rooter2.com - contact Mr Beall or myself and we will be glad to offer transparency about our list of satisfied customers as well as customers that were not completely satisfied.  We have a service area of over 3.5 million consumers and I do not think it would ever be realistic to say that every customer we have ever dealt with are 100% satisfied.  We do focus on customer service, we do wish to be the trusted plumber that offers competent quality services of a plumbing nature and we do value your opinion, Rachel, as well.

Again, Mr Beall or myself can do nothing about the way your were treated by calling corporate.  And from what I can surmise from this entire unfortunate situation is that the Dwyer Group threw Mr Beall under the bus after treating you with such disrespect.  They left you hanging without resolution far beyond a reasonable time - and by the time you began addressing your anger in this public forum - Mr Beall was just finding out about the seriousness of your claims.  Get the story straight, Rachel.  Please come forward and admit the entire truth.  That you are in fact, speaking on your mother's behalf and that your anger and infuriated and elevated comments have been fueled by the treatment you received from the Dwyer Group.  Openly state in this specific forum the exact nature of your phone conversation with Bob Beall, including the date, time and specific dialogue between you and Mr Beall when you spoke to him about a resolution concerning your mother's plumbing job.

At this time, Mr Beall does not recall one phone call between the two of you regarding your situation.  And I have never received an email or phone call from you personally, even though I have invited you to do so - which I will still maintain my position - that you refuse to be transparent and forthcoming with your claim.  You have now chosen to attack my integrity and my intentions insinuating that I am using different names and choosing to intentionally mislead visitors to the rooter2 Website.  If you are so offended by the website why do I track your personal IP Address to the site so consistently.  You are obsessed by this and by the activity and traffic and bandwidth you are consuming - are more like a virus than an actual real visitor.  Your activity to the site alerts my virus protection software that your visits should be monitored and reviewed as malicious.

My phone number is on every single Mr Rooter Tip Of The Day.  You can contact me via email:  webmaster@rooter2.com  My personal email address is:  ambassadormedia@comcast.net

I have the power to block your IP Address from accessing Rooter2.  I have thought about doing so - but have chosen to respond to you one more time - and let the visitors to Ripoff Report know that I am not being represented appropriately by your character assassination.  Look me up on Facebook. www.facebook.com/crushedviolets.  I do not hide behind a false personna nor do I blatantly post anything on rooter2 in an attempt to mislead the public, consumer, customer or you, Rachel.

I simply write the Mr Rooter Tip Of The Day and do my best to create personality with the rooter2 Website - I am proud of my work, I enjoy my opportunity and I thank the Lord everyday for the gifts and talents that He bestowed upon me and I pray that my integrity will continue to be well received by the general public.  I invite everyone to take a look at rooter2 for yourself and please take a moment to write a review.  Let me know if there is a plumbing question you would like to see covered in a future tip and I will be sure to get your specific plumbing questions addressed.  In the event that you are cautious about using Mr Rooter Plumbing - feel free to call for a second opinion on your next plumbing repair project.  Remember that not every plumbing need, needs a plumber and that is why Mr Beall is giving back to the community with the expert plumbing tips.  We want the consumer to know that there are many things that the homeowner or business owner can accomplish themselves without calling a plumber.  Plumbing repairs can be costly.

Thank you in advance to all of the readers of Ripoff Report - who are following this post - please let me know that you have been to the Website by leaving a review.  Let the public be the judge as to whether the claims set forth by "RPM", "Scarlett McScammer" are founded to be a realistic representation of the Rooter2 online presence.  And, I also thank you in advance, Rachel, for coming forward in a transparent way and connecting with me personally, either by phone call, leaving a review at our Website or by contacting me via email. :)

Sincerely,
Debra D. Santavicca, PR, SMM, WebIT
Mr Rooter Media Center
Mr Rooter Tip Of The Day
www.rooter2.com
webmaster@rooter2.com
724-553-9510
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#15 Consumer Comment

RE: Post From Debra D. Santavicca/Debra D. Fischer-Santavicca/Debra D. Braden

AUTHOR: RMP - (USA)

Like you, Debra D. Santavicca/Debra D. Fischer-Santavicca/Debra D. Braden, I took the time to look you up as well.

In a post dated Wednesday, December 12, 2012, Debra D. Santavicca/Debra D. Fischer-Santavicca/Debra D. Braden, an employee of Mr. Rooter of Pittsburgh, stated the following:  

"I will follow up with a post comment in about 10 days to keep consumers abreast of your intentions to offer suggestions on how we can diffuse your current opinion of Mr Rooter Plumbing Pittsburgh."


I am not surprised that the employee did not follow through with the actions she told consumers she would execute.  In fact, the employee's actions or lack thereof adequately represent the responsiveness of the Mr. Rooter brand to consumers.  

WWW.ROOTER2.COM is the official website of Mr. Beall's businesses:  Mr. Rooter of Pittsburgh, Mr. Rooter of Youngstown, and soon Mr. Rooter of Dayton.  Unless Ms. Santavicca/Ms. Braden can provide evidence of her ownership of the web domain rooter2.com, it is unlikely that simply providing a link to the company's official website, which has gone through multiple transformations since then, is a violation of any copyright laws.  

Speaking of www.rooter2.com and copyright laws...

I wonder if Ms. Santavicca/Ms. Braden can provide an explanation to consumers as to why she applied a BBB Accreditation Logo, for a brief time, on www.rooter2.com along with images that represent the payments accepted by Mr. Rooter of Pittsburgh even though NONE of Mr. Beall's businesses are BBB Accredited (http://www.bbb.org/youngstown/business-reviews/plumbers/mr-rooter-in-boardman-oh-19000727 and http://www.bbb.org/pittsburgh/business-reviews/plumbers/mr-rooter-of-pittsburgh-in-cranberry-twp-pa-12002891).  

Speaking of www.rooter2.com and copyright laws...

I wonder if Ms. Santavicca/Ms. Braden can provide an explanation to consumers as to why www.rooter2.com had the Angie's List Super Service Award Logo attached to every page within the web domain and the press release attached to multiple pages.  According to the Angie's List Super Service Award eligibility requirements, NONE of Mr. Beall's businesses were eligible to claim or receive the 2012 Super Service Award.  According to Angie's List Super Service Award eligibility requirements at http://support.business.angieslist.com/app/answers/detail/a_id/121/kw/ssa , it states the following:

"Super Service award eligibility is based on the size of the city and how long Angie's List has been there. Angie's List must be established in a city for at least one year, prior to any company being considered for the Angie's List Super Service Award. As our markets grow in each city, in terms of businesses and members, eligibility may change to ensure that less than 5% of businesses are eligible for the award each year. We look to preserve the value and integrity of this award program in order to give businesses the prestige they earn as an industry leader.  

Currently, eligible businesses must:
1.  Obtain a minimum number of reviews (varies by market) in each eligible category during the review period, November 1st of the previous year through October 31st of the current year.
2.  Maintain an A Rating in each of the following areas:
-Overall Grade, which averages all reviews received (3.5 GPA)
-Recent Grade, which averages reviews from the last three years (3.5 GPA)
-Review Period Grade, which averages reviews received since the previous November 1st to October 31st (GPA varies)
*3 - 4 reviews = 3.75
*5 - 7 reviews = 3.67
*8+ reviews = 3.5
3.Must be in good standing with Angie's List"


According to Angie's List, Mr. Rooter of Youngstown would have had to be serving the area from November 1, 2011-October 31, 2012 (Mr. Rooter of Pittsburgh does not have the GPA required to claim the reward).  Mr. Rooter of Youngstown was opened in June of 2012 by Mr. Beall according to http://www.prweb.com/releases/youngstown/mrrooter/prweb9626569.htm; hence, Mr. Rooter of Youngstown was only in operation during approximately 4 to 4 1/2 months of the award period of eligibility which was from June 2012-October 2012.  Since none of their locations are eligible for the 2012 Angie's List Super Service Award, the press releases should be removed and the false notification that they were recipients of the award should be removed from all local and corporate websites and social media websites.  Consumers who are part of Angie's List, just remember when you are reviewing the work under Mr. Rooter of Youngstown, look for work that was completed from July 2012 and later.  Consumers who are part of Angie's List, just remember when you are reviewing the work under Mr. Rooter of Dayton, look for work that was completed from March 2013 and later.  Consumers who are part of Angie's List, just remember when you are reviewing the work under Mr. Rooter of Pittsburgh, look for work that was completed from 2001 and later.  

Speaking of www.rooter2.com and deceptive advertising practices...

How can the owner of a plumbing company that hasn't even opened its doors for business in a market area (Dayton, Ohio) yet or that has only had its doors open for approximately 8 months in another market area (Youngstown, Ohio) make the following claim:

"We are the most referred plumbing specialist in the Pittsburgh, Youngstown and Dayton greater areas." (www.rooter2.com)

So, the business is deceiving Dayton Ohio before they even open their doors for service on March 1, 2013?

As consumers, would you consider the above behaviors exhibited by Mr. Rooter Plumbing and its employees to be an example of honest and ethical behavior?  I know that I have not witnessed or observed honest and ethical behavior nor do I believe that I will ever be witness to honest and ethical behavior from the Mr. Rooter brand or their sister companies Rainbow International, Portland Glass (PG), Mr. Electric, Mr. Appliance, Grounds Guys, Aire Serv, and The Grounds Guys.
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#16 Consumer Comment

detestable

AUTHOR: Eddie - (United States of America)

i'm glad i looked up to see what other people's experiences were with this company before i called them.  this report shows how the employees and the company they work for don't care about consumers. 

another report shows how this same company targets consumers who speak out against unfair business practices.  instead of working with the consumer, what does this company do?  the company files a defamation suit against an indigent consumer for more than $50,000. 

i'm not doing business with a company who exploits consumers by taking their money, not fixing the problem, ignoring them, and then suing them when they speak out publicly about their experience. i will stay away from mr rooter plumbing pittsburgh and countywide plumbing and restoration because the owner of mr rooter plumbing pittsburgh also owns that company.  detestable.

since mr rooter plumbing is a brand of the dwyer group, i will stay away from all of their brands because they turn a blind eye to the unethical behavior of their franchisees.  all the dwyer group cares about is the money their franchisees make for them. 
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#17 Consumer Comment

the employee shows the business doesn't give a crap

AUTHOR: Passing Through - (United States of America)

the employee that responded doesn't give a crap.  she didn't care about why the customer was unhappy.  nice way to represent your company lady.  i live in the area and almost called this company for plumbing service.  good thing i ran across this report and saw how the business responds to complaints.  i'll take my business elsewhere and tell others to stay far away from mr. rooter because if they screw up, they won't make it right! 




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#18 Consumer Comment

This consumer will never see any resolution, but learned a valuable lesson.

AUTHOR: searchingforjustice - (United States of America)

Based on the internet research that I have done concerning all available consumer experiences with Mr. Rooter Plumbing, I would never choose to do business with them or any other brands owned by The Dwyer Group in any part of the world.  

The reason that I would not do business with them is because I don't feel it would be safe.  According to all the experiences posted online, all the company seems to do is engage in high pressure and misleading sales tactics, don't complete work according to the contract, and break just about every promise they make to the general public through their advertising.

Let's take a look at customer service, for example.  Mr. Rooter Plumbing claims that the customer's needs are important to them.  However, based on the response above from an employee of Mr. Rooter Plumbing, it is obvious that the customer is not even important enough to take the time to address them with the proper form of their name or for the business to show a genuine interest in the nature of the complaints presented

From what I read concerning the author's experience, the corporation ignored the customer's complaint that they asked for and the local business just recently publicly brushed aside this consumer's complaint as of December 12, 2012.  The only response to the customer that the local Mr. Rooter Plumbing made was to send someone out to the customer's home to sell more products and services that were unnecessary because the problem should've been solved at the completion of the contracted work.

As a consumer, I would be very angry if I had paid money for a company to fix a problem that wasn't fixed and that continued to occurred AFTER the work was claimed to have been completed.  I would have definitely filed a lawsuit against the company and reported them to other appropriate agencies.  What's more is that I would be irate if I was ignored the same way this consumer has been ignored.

I appreciate the author's advice concerning how to protect oneself against being taken advantage of by this business.  I will pass it on.  This information would also be helpful when dealing with other businesses that provide home repair services.  I have copied the valuable information and put it in a safe place.  You never know how you are going to react in an emergency situation.  

I am sorry to hear that the author was taken advantage of in that manner.  From what I read, I highly doubt that this consumer will ever see any resolution.

Due to the questionable acts of the company, I intend on boycotting any company related to Mr. Rooter Plumbing or any of the companies associated with The Dwyer Group.  If they change their practices, only then will I change the opinion that I have about them.  
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#19 Consumer Comment

I hope more people share their experience with this and other companies!

AUTHOR: searchingforjustice - (United States of America)

Based on the internet research that I have done concerning all available consumer experiences with Mr. Rooter Plumbing, I would never choose to do business with them or any other brands owned by The Dwyer Group in any part of the world.  

The reason that I would not do business with them is because I don't feel it would be safe.  According to all the experiences posted online, all the company seems to do is engage in high pressure and misleading sales tactics, don't complete work according to the contract, and break just about every promise they make to the general public through their advertising.

Let's take a look at customer service, for example.  Mr. Rooter Plumbing claims that the customer's needs are important to them.  However, based on the response above from an employee of Mr. Rooter Plumbing, it is obvious that the customer is not even important enough to take the time to address them with the proper form of their name or for the business to show a genuine interest in the nature of the complaints presented.

From what I read concerning the author's experience, the corporation ignored the official complaint it asked for and the local business just recently publicly brushed aside this consumer's complaint as of December 12, 2012.  The only response to the customer that the local Mr. Rooter Plumbing made was to send someone out to the customer's home to sell more products and services that were unnecessary because the problem should've been solved at the completion of the contracted work.  The content of the report clearly states the issues and what resolution the author was seeking.  

As a consumer, I would be VERY angry if I had paid money for a company to fix a problem that wasn't fixed and that continued to occurred AFTER the work was claimed to have been completed.  I would have definitely filed a lawsuit against the company and reported them to other appropriate agencies.  What's more is that I would be irate to be ignored the same way this consumer has been.

I appreciate the author's advice concerning how to protect oneself against being taken advantage of by this business.  I will pass it on.  This information would also be helpful when dealing with other businesses that provide home repair services.  I have copied the valuable information and put it in a safe place.  You never know how you are going to react in an emergency situation.  

I am sorry to hear that the author was taken advantage of in that manner.  From what I read, I highly doubt that this consumer will ever see any resolution.  

Due to the questionable acts of the company, I intend on boycotting any company related to Mr. Rooter Plumbing or any of the companies associated with The Dwyer Group.  If they change their practices, only then will I change my opinion.  
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#20 Author of original report

You are not authorized to help me, Ms. Santavicca.

AUTHOR: Scarlett McScammed - (United States of America)

Dear Ms. Santavicca,

First of all, the President of Mr. Rooter Plumbing Corporation, Mary Kennedy Thompson, refused to respond to my written communication which was requested by her.  

Since you are not interested in my "lengthly expose," then it is obvious that you are not interested in my situation at all; therefore, no resolution could logically come about.

You are not an authorized decision-making party in this matter as per your statement:  "however, I would be willing to discuss matters with you to relay to Mr. Beall how we can best offer you resolution."

After a year of being referred to people within the company who have the authorization to make decisions and who have explicitly stated that they can't help me, I have come to the conclusion that it is absolutely futile to deal with anyone at all within the organization, literally, from the ground up.

By the way, no resolution was intended.  Had a resolution been intended, then the President of Mr. Rooter Plumbing Corporation would have mediated such a resolution.

If you do not believe that there will be any viewers, comments, or agreement with my complaint and you don't expect to see any, then why did you feel the need to post?  I believe you posted because the business is threatened by the truth contained within this report.

Suggestions on how the situation could be diffused have already been stated and ignored on ALL levels.  

With regard to your statement about my posting a link to your copyrighted information...FYI, the website listed at the top of this complaint that you claim to own is advertised as Mr. Rooter Plumbing of Pittsburgh's OFFICIAL Website - Information that was requested to create this report.  It is on their invoices, their coupons, their commercials, their Facebook page, etc...IT IS NOT YOURS!  The website listed contains Mr. Rooter's copyrighted information...You organize it.  Within this report there are NO links other than the links that were in the signature section of the President of Mr. Rooter Corporation's email.  None of your articles are being referenced or distributed within the body of this complaint.  By the way, I AM linking to the proper authority.

If you were as knowledgeable with marketing as you claim to be, you would be aware that NOTHING in this report can be altered.  It is the policy of Rip Off Report.  

I suggest that Mr. Beall should reflect on how he operates his business and encourage his employees to provide services in the same manner that is advertised.  



To consumers:  

Don't just consider my experience.  Search for posts from 
other people who have also had similar experiences.  Should you choose to engage in business transactions with this company or feel that you have no other choice, I recommend taking the following actions:

1.  First, check with your local Municipality regarding any issues with water lines and drain lines.  2.  Document everything with pictures and video in addition to keeping the paperwork between you and the company in a safe place   3.  NEVER sign your rights away on their emergency forms 4.  NEVER pay the full amount up front.  5.  It is cheaper to stay in a hotel than it is to make an "emergency" decision.... 6.  Ask for the employee's Master Plumbers License number and run a check - Considering the prices in their price-book, you should have a Master Plumber evaluating your situation.

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#21 UPDATE Employee

How Can I Help You Scarlett McScammer?

AUTHOR: Mr Rooter Media Center - (United States of America)

Dear Scarlett,
I would like to discuss your claims about Mr Rooter Plumbing Pittsburgh.  Please feel free to contact me at your earliest convenience.  I have taken the time to identify your profile, which does not exist.  It would appear that by non-disclosure of information to identify yourself would indicate to viewers of your complaint that they should disregard your testimony as invalid.

I understand that you are unsatisfied.  I am not interested in your lengthly expose' - however, I would be willing to discuss matters with you to relay to Mr. Beall how we can best offer you resolution.

There will be no resolution until we can speak about the situation with you.

I see there are no viewers, comments, agreement with your claims appearing at the location of this complaint - nor do I expect to see any.

You may contact me between the hours of 11am -4pm, Monday through Friday.

I will follow up with a post comment in about 10 days to keep consumers abreast of your intentions to offer suggestions on how we can diffuse your current opinion of Mr Rooter Plumbing Pittsburgh.

I would like to ask you publicly to stop attaching my copyright tips to your complaints.  I own the work that you are linking to and I do not appreciate you distributing my copyright information.  You have not asked my permission to distribute my articles.  Please stop this practice as of 12/12/2012.  You will need to link your complaints to the proper authority for which you have a descripancy.

I currently monitor my Google Analytics account every 24 hours, as well as my Google Webmaster Tools account, respectively.

Sincerely,
Debra D. Santavicca, PR, SMM, WebIT
Mr Rooter Media Center
Mr Rooter Tip Of The Day
www.rooter2.com
724-553-9510
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