Mr. Rooter Tried to scam me out of more money and not honor warranties on sewer line repairs and replacements. Macomb Michigan

Must have seemed like an easy target as I am disabled and on my own.  When I called Mr. Rooter in 2012, they had a two page add in local yellow pages that promised professional and warrantied work.  In the 14 months since my sewer line was partially replaced and partially repaired by them, their adds were pulled by yellow pages as they now have an "F" rating with local BBB.

After paying over $10,000 in November 2012, I was shocked when sewage began gurgling up through my basement floor drain on 4-1-2014.  Mr. Rooter is a local franchise tied to a parent company in Waco, Texas.  I tried all local phone numbers without success on the eve of April 1 with no luck.  I searched the website which lists Mr. Rooter as available 24/7.  Left messages on local numbers not knowing if I was, in fact, contacting Mr. Rooter as the voicemail did not identify.  Called number in Waco, Texas.  Left messages.

On April 2, began receiving and making calls to Mr. Rooter.  One woman, Diana, identifying herself as supervisor, seemed kind at first call, but throughout day situation became a nightmare.  I was told repeatedly "Mam, if we do any work on your line under warranty or charged...it will void your warranties".  I do have written warranties.

One tech arrived at 10:00 a.m.. J.T. (Justin) made original sale on services purchased in November 2012.  He assured me work would be covered by warranty, but that another tech would have to come out as he was awaiting surgery on his arm.  I explained what was going on, and he assured me someone would come out soon.  He was dressed in filthy clothes that appeared to have cigarette burns.

The supervisor woman kept giving the techs my old phone number.  Even though she was calling me on my current number, techs were unable to give me courtesy calls as I am disabled, and have to strap on a leg brace and strap into my platform crutches.

At noon that day, a really filthy looking guy appeared at my front door.  I went to the door, and motioned him to the side door.  Because of the city I live in, a key is needed to open my security doors.

I stepped out my side door, and the man told me his name.  Bob.  I was relieved he had come so soon, but then the drama started.  Without looking in my home, or at my access in yard, he began telling me that I needed to pay him $839.00.  

When I mentioned what was said by the first tech, second tech began yelling at me.  "Lady, if you want me to work, it will cost $839.00, and even if you pay me, your warranty is void".  I told him I could not stand, and dispute this issue.  He was fronting me off at my side door.  I have security cameras, and hope I will have opportunity to get tech's actions copied by alarm company.  Even though there would be no voice, others might tell much by this tech's demeanor.  At one point, I asked Bob to give me a written estimate, and he replied, "I ain't got no invoices" (Mr. Rooter uses the same form for an estimate as for a receipt).  The dispute escalated until he squealed off in his Mr. Rooter truck.

I looked through my calendar for 2012, and found Mario's (like J.T., one of original workers) cell number.  I called and left a message of my predicament at about 12:20 p.m..

I made calls back to the Mr. Rooter number while a filed a report to the FTC about the incident (false advertising about service).  On each call, I was directed, after long periods on hold, to Diana.  Diana yelled at me: "you refused services...there is no warranty (I have all invoices regarding this work which state that I do have a warranty), forget what J.T. told you, J.T. is no longer available, etc.".  This went on until about 2:30 p.m.. I made about five calls, each time requesting to speak to someone besides Diana.  Each time, Diana would come on the line yelling, "Mam, I am the supervisor".  

Finally around 2:30, got ahold of Michelle who patched me through to Mario.  Mario sent Jason to house.  Jason snaked line.  I watched him carefully as he fed line into ground, and asked him to count it off.  Jason counted off twenty feet, and said there was a joint twenty feet in, and roots were growing through it.  I watched him count off (I have four college degrees, taught school for 35 years, have done many construction jobs, and know this house better that I know myself as my father and his brother, a professionsl architect and builder, built the place), and he skipped five numbers both in length and in counting off.  He placed the seam/joint to be twenty feet from the access.

The thing is, the line is ten feet below ground (ten feet in), and five to ten feet over is where Mr. Rooter joined a new length of PVC to the original clay pipe.  I watched this entire installation, and asked at the time why they weren't sealing it.  Anyway, Jason contacted Mario, and gave me a written estimate for $1650 to seal the seam/joint now.  

I made two BBB reports.  One about concern about my warranties, and why this job was not done right in the first place.  Another about false advertising as Mr. Rooter website from Waco, Texas makes same promises as local old yellow pages adds.  Also, their current local phone message when they put you on hold for 10-20 minutes states "priority service for returning customers".

I may not have done a good job reporting this.  There were more crazy details.  The experience exhausted me, and I am still trying to clean up the sewage from my basement floor (also something they say they will do in advertising).  I have a seam that needs to be sealed, and would like money back from Mr. Rooter who told me 14 months ago "you will pay a little more with us, but be thrilled with the results".  I would like a reputable company to assess this situation if this Mr. Rooter cannot send someone out to fix this for free, and do a good job without completely exhauting me with foolishness and disturbing behavior.

Was contacted by Laura Fikes from Waco, Texas who told me she would have the owner of this franchise contact me (Mike Ciarmitaro), but I haven't heard anything.