Mr. Rooter Plumbing of Albuquerque

Cora Lee F.

Our heater went out and I called on a Wednesday, selecting this company because the address they advertised was on Eagle Ranch Road, less than 2 miles from us. I was thrilled to be given an appointment on Friday morning.

On Friday they never showed up. I called to verify the appointment and they said they couldn't get to Santa Fe for several weeks. I said I didn't live in Santa Fe and was located only a couple of miles from them. Then I was informed the company was in Santa Fe and the Albuquerque location wasn't opened yet. Then they lied and said they left me a message. When I said there was no message they verified the number they had, which was hubby's phone. Not message or call on his phone. Another lie.

Take your business elsewhere, You'll be happier.

Al H.

Requested a quote for new mini-splits system installation. Quote came back quickly, and was professionally written clearly showing itemized costs. However, the quote was quite high, and included dubious items such as $500 for capping an above ground gas line, or close to $800 for a 220 V outlet installation to be done by an electrician of their choice only! To my request for a new, final quote which excludes the dubious items. I received an offer from their salesman (Bill) for a $300 discount if willing to agree to their new ""Managers Premium Discount Program"". Which turned out to be an overt, blatant, shameless attempt to buy positive feedback through postings and bragging rights! And to add insult to injury, the ""discount"" was accompanied by a new quote $2,000 higher because they ""caught a math mistake"" in the original one....

Silver lining: there are many honorable HVAC companies in Santa Fe you can choose from, and we learned that Roadrunner is not one of them.

Gus S.

I paid them $134. and got nothing in return. My furnace went out on December 30. I called them and they said they would come out the next day. I told the receptionist that the igniter wasn't coming on and I could take a picture and send it to them. She didn't want it. The tech came the next day and told me my igniter wasn't working. I told him I knew that and had told them that. I was charged $134 for the ""diagnostic"" plus the travel time. The tech said they would call me first thing on January 2 and schedule a return trip to install a new igniter, if they could find one.
January 2 no phone call. I call them, receptionist says she'll talk to the tech and get back to me. But first let's schedule a visit to price a new furnace. I said I want to fix this one. I never hear back. I call again. She says the tech hasn't gotten back to her, but talked to the manager. They are looking for the part with their suppliers. No call back. I call again, still looking for the part.
I make my own phone calls and locate the part with a wholesaler in Santa Fe I get the part through Big Jo's. Install it my self and now my furnace is working. Still never heard back from Roadrunner. And I asked the wholesaler if they supply parts for Roadrunner. Yes they do.
I'm pretty sure they heard me say i didn't want to replace the furnace and figured they had gotten all the money they were going to get out of me and just blew me off.
I admit I was taken in by their response to the negative reviews on Yelp. But am now convinced they are just another unscrupulous HVAC company looking to sell unneeded, expensive replacements.

Jerri K.

Terrible customer service. We scheduled an appointment with Roadrunner and no one showed during the time period. We called and they said that someone would be at our house by the end of the day. They did not show and did not call to let us know. We spoke with Randolph who promised us a discount given the poor service. He did not follow through with a refund despite multiple conversations. We will be disputing the bill with our credit card company as this appears to be our only recourse. We purchased an extended plan and will try to get the benefit of the service. After that expires, we will be looking for a new plumber -- one who is reliable.

Fred M.

These guys aren't versed in gas heaters. Called them to fix a space heater problem, and was told that they ""don't work on those anymore""!

CM B.

A few years ago, the Roadrunner company owner took charge of an issue with our radiant heating system in Santa Fe, NM. When heat was turned down even slightly so that the heat went off, the system would not go on again. After several years of multiple fixes from other companies (new parts, thermostat, etc), this time the plumber figured out that there were multiple, interacting problems. He fixed all of the problems, and he taught us how to use and maintain the system all year. We have had good winters ever since with heat on when needed and off when not needed. I decided to post now because the radiant heat still works great, thank you.

Joni H.

Ron came out recently to get the heating system going for the year. I found him to be very professional, knowledgeable, and, most of all, thorough. I really appreciated that he explained what he was doing (e.g. replacing furnace filter) and that he was not ""talking down to me."" Roadrunner also installed a new hot water heater a year ago and they were just as professional and as thorough as on this visit. I highly recommend Roadrunner.

Jim C.

Technician Joe arrived at the date and time specified, was courteous, professional and competent. He straightaway diagnosed a bad condensing fan capacitor and repaired same quickly and at a good price.

I was impressed with their service, considering that competency can be hit and miss in Santa Fe.

I would definitely strongly recommend Roadrunner.

Genie B.

Responsible, ethical and humble business owner! After some communication and scheduling glitches with his staff, Derek went above and beyond to remedy the situation!! Such honesty and ethics are hard to find these days, so when you are trusting someone to fix something in your home it is nice to know such folks are still out there! We are now sitting in our COOL bedroom and looking forward to a good nights rest!! Thank you so kindly, Roadrunner! The Bryants

Cory S.

Poor Customer Service/Scheduling:

I've been trying to schedule a time for a technician to have a look at our home's hot water heater/boiler, and encountered the following:
- 3 voicemails back-and-forth with a representative (Janelle)
- When I spoke to the representative, she was dismissive of being able to do an inspection, stating that it was too hot to tell if the heater/boiler would work. I suggested that if it was turned on early in the morning, then wait 24 hours then have the technician come back early in the morning the next day, they could tell if it's working properly or not. I'm not savvy to HVAC or plumbing, but it seems strange that I'd need to come up with a standard HVAC inspection plan.
- After my suggested approach, the representative seemed very curt, and told me they wouldn't be able to come out for a week. I told her I'd check my schedule and give her a call back, and she hung up immediately.

So, this review is about their very poor customer service only (I've no idea if they are good technicians). Why do they have to be so rude?