Tuesday, July 21, 2015

Mr. Rooter, chapter 2

Way back in February, I wrote about my unhappy experience with a plumbing outfit called Mr. Rooter. You can read that post here, but the story in a nutshell is that a Mr. Rooter plumber showed up at our house to clear a clogged drain, and collected $492 for his work. The next morning the drain was clogged again, the plumber returned, but said it would be another $600-$800 to clean the drain, and he got belligerent when I suggested that I should get credit for the money I had paid the day before. He eventually left, and we had a local plumber clear the drain (which has had no problems since then.)

Fast forward now to sometime in March, after I posted my blog about the incident. I got a call from a warm, friendly woman in Mr. Rooter's office in Rochester. She couldn't have been nicer, and said that they had reviewed my situation. She stressed that what I had written was "very accurate," and she apologized over and over again for the trouble. She said the plumber in question had been spoken to, that he had been told he acted inappropriately, that he should have honored the coupon I offered, and that all Mr. Rooter services come with a free return visit if the problem persists. She apologized again and again, and said that I would be receiving a refund.

It was GREAT customer service, and I thanked her for her time.

Then a month went by...no refund.

And another month went by...no refund.

Finally, on May 18, I called back to Mr. Rooter, using the phone # that they had called me from on my cell phone. Again, I got to talk to a very pleasant woman, and explained my situation. I said that I didn't know who had called me, but that it had been someone from this number. I had been promised a refund, and that I hadn't heard anything back in two months. Could I please speak with the woman who called me back in March?

This warm, friendly woman asked me my name, and I could hear her punching something up on her computer. Apparently she started reading some notes that were associated with me, and said something like, "Oh, the person you talked to back then doesn't work here anymore."

I said that I understood, and explained the situation to her. She said, "Yes, it looks like you were supposed to be sent a refund. I'm going to talk to the owner, and one of us will call you back."

Well, it's now been another two months, and I still haven't gotten my call back from Mr. Rooter. So apparently are they notso-hotso at plumbing work, but they aren't all that great at following up with their customers, either.

I'll keep you posted.

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