Rooter Hero Plumbing

B M.

Lousy customer service. They called an hour before 2 hour window when we went out, and didn't leave a message. Wasted two hours waiting for them to call/ show up. When we called at end of window, they gave another 2 hour window from 6:30pm to 8:30 pm. When no one showed up by 7:30, we called and they stated ""something came up and would not be able to come tonight."" Horrible communication, and would not recommend.

Marvin H.

Edit: I am leaving most of original text of the review, but have updated it with additional info.. The manager did reach out to me a couple days later and we had a good discussion. Apparently the guy that was scheduled for my repairs just walked off the job and was not reachable by anyone. As a business owner myself, I can empathize with the situation. I don't blame the business for this, however the manager did acknowledge that if they had better internal communication between teams, they could have rescheduled someone else once they were aware of the problem. In the end, I had another company complete the repairs so I cannot say good or bad about their actual quality of work.

Original:
Had a plumbing repair scheduled for a Thursday afternoon. The technician called me a few hours before hand, he was stuck on another job and asked to reschedule for Sunday afternoon. I said fine, but please keep in touch and confirm beforehand. He said he would. I never heard from him and nobody showed up Sunday afternoon.

The guy did not respond to my texts nor did he answer or return my calls.. so I called the company to find out what was going on. The lady told me I was scheduled for Monday at 3pm.. This was not correct, and when she looked into it, she saw that I was originally scheduled for Sunday and did not know why it had been changed. Also, I was never notified of the change and I would not have been present. But anyway, I was told the technician had already checked out for the day and they did not have anybody else they could send out, and there was nothing they could do. She said she would try to reach the guy and I could work it out with him. But I have received no communication at all, and it's disappointing that the person I spoke to did not seem to have the ability to resolve the situation herself.

This company has wasted 4 hours of my time and 240 miles worth of gas.. 2 round trips (one for the estimate and then today when the work was supposed to be scheduled). Totally failed to deliver.

Mike G.

despite a problem at first, I am a satisfied customer now .Tony T , a supervisor, made everything work out very well.

Sarah H.

My garbage disposal stopped working and they came to check it out very quickly. Another company wouldn't even come out to see the issue but Daniel came out and gave great, honest recommendations. Daniel was speedy and did a great job. I would recommend this company.

Rick B.

Invoice 810019433649 the conversation went something like this (my thoughts or replies in parenthesis).... Technician shows up at my door and asks how he can help... (I would like to have my sewer lines hydro-jetted) Well, we need to snake the line and put a camera down there before we can do that. (I've lived in this house almost 30 years I hydro-jet it every 10 -12 years, how much will cost to do the jetting?). that may be but I won't even give you a quote until we do those two things, you never know if there are broken lines or roots or... (Fair enough, but if that were the case I would be seeing other issues other than a slow drain) well, we still have to do the camera first (how much is the camera) 300$ (just to put a camera down the drain? - no thanks) snake the line 79 bucks, plugs up that night, snake it again (ask for the hydro-jet again and get the same answer - no quote until we do the camera - no thank you) snake it again. A couple of weeks go by and the whole house plugs up again so I say fine bring the camera - guy shows up, snakes the line, runs the camera and proudly says - with a straight face I might add, ""You need to get the line hydro-jetted"". (No, really - gee I had no idea). (And how much is that going to cost?) 3700 dollars! (That is pretty steep, I usually only pay 200 - 300) well I will just do the main line for 2200 (oh yeah, I'll get back to you on that.) I am flabbergasted on how you can charge this much money for half hours of work - that is 7400 dollars an hour....

Jackie T.

A big shout out to Rooter Hero Plumbing!!! I'm so impressed with their customer service as management immediately responded to my complaint and worked with me to resolve my issues within 24 hrs. So my complaint is now a ""compliment""! It's nice to know that there are big companies out there that truly care about their customers!! I will remain a very satisfied long time customer and recommend their services.

__________________________________________________________________________

Below is what I experienced and posted on my Neighborhood website about the Rooter Hero Plumbing location that I used on 2/01/17. To date I have not received my receipt nor a report providing condition of the pipes & where issues are located. My email to the office requesting this info has not been responded to. Needless to say I am calling the office today as my kitchen pipes are once again clogged. (I do have to note I've used Rooter Hero for 4 years but it was a different location and had great service.. I didn't realize they were independently owned & operated).

Did I get ripped off?
Jackie Todoroff from 44 North · 4 Feb

Kitchen sink/DW backed up on Wednesday...plumber came Thursday after I woke up to a flooded kitchen & family room. Apparently the soft water conditioner comes on during the middle of the night, does it thing, backed up sink & dishwasher & water was everywhere.....good morning! Company we have used for 5 years came out. Tried to unblock clog in kitchen sink...couldn't clear. Then went to main drain out front.....still couldn't clear. Sink was still backing up after both snaking jobs. So plumber said they would have to use a camera to find the block @ $275...I ageed but it took an hour for his supervisor to get here with camera. Supervisor said main drain was totally blocked and we need a ""hydro jetting"" done on our pipes (they told us this in 2013 but at $4,000 we refused). No problem since until now. So supervisor tried to talk me into it again @ $1000's and he would work with me on monthly payments, etc. Asked if I could afford $94/mo. Said sorry but no can do. So then the plumber guy came back in with a ""different snake machine"". Snaked it again and able to use sink & dishwasher. indicated he made a small opening in our pipes???) Then he was writing up the bill & wanted to charge me $77 for unclogging the dran plus $275 for the camera! Whoa.....I had already discussed not paying The $77 since theiy indicated customers would not be charged if it wasn't cleared on the first try & supervisor agreed. So it was removed. However I have been doing some research and I think I got screwed big time. There are plumbing cos on Angies List that only charge $340 for hydro jetting!! So I'm waiting for my email bill from plumbing company and I will move forward. Seems like it never stops & you can't trust anybody! Not sure what to think.

David V.

Based solely on scheduling and not getting an estimate. I made an appointment to have a bathtub drain and a bathtub valve reworked and was told someone would be there between 9 am and 11 am. I received a call the day of the appointment at 10 am from a lady in the office telling me that the guys just left a meeting and my appointment was next scheduled so they would be there closer to 11 o'clock. I waited until 12 o'clock and heard nothing. After i left because i had other things to take care of i received a call at 12:15 saying they would be there in 30 mins. They showed up finally at 1:15 and i wasn't there because i had other things to do. My nanny answered the door and they told her that they would call me to reschedule because they missed their time frame. No surprise to me, they never did. Im not sure how good they are at actually doing the work, but scheduling and estimating definitely needs a lot of work.

An update from my original review: Rooter Hero reached out to me after seeing my review and apologized for any inconveniences. They also tried to make up for my first experience with them being a bad one. The job i had them come take a look at has already been completed but I will give them another shot to earn my business and trust again in the nearby future on another project.

Fred R.

You can tell a good company not by when thing go easy, but when they go wrong.
We had a blocked sewer drain, repaired three years ago but rooter hero, and now it was blocked again. It wasn't initially clear that this was a warranty call (5 year warranty). They were here quickly, evaluated, went to work, never any BS. Took full responsibility when they got to the issue, didn't try to hedge. Fast workers and from everything I saw, a job welll done. Shout out to Tony, Gilbert, and Luis.

Ashley R.

Scheduling an appt was easy and they were able to have a technician out to me within a timely manner. My technician Adrienne called me when he was 10 minutes away and was prompt and professional, he snaked our drain in about 20 minutes. I trusted his work and what he was doing because he explained everything that he was doing, and when he was done made sure the drains were working like I'd expect them to, will use Rooter Hero next time I'm in need of a plumber.

Carol J.

Rooter Hero gave me prompt assistance with a water line leak. Technician Gabe came out just a few hours after I called. Although he could not perform the repair that evening, he explained this issue and shut off the water. He called in the morning as promised. He and another technician, Adrian, came out the next day and performed the service as promised. They were polite and professional. I would absolutely use Rooter Hero again.