I called Mr Rooter to check on a broken valve on my water heater. The staff on the phone was friendly and promised prompt service.
Here came the technician, who delivered the complete opposite of Mr Root’s Customer Service philosophy. He gave me a price for the part that needs to be replaced: 3 times the retail price. I told him I already bought the part of premium quality from a retailer. He became upset immediately and questioned me how I would know the size is right, who told you to buy it, etc. He told me he charges $120 ‘just to take a look”. The service to replace this part is $240. He did not explain how the company charges for the service, no advice, no options, no patience. The solution was simply replacing the broken valve, just as I was told by the water heater company. He impatiently and rudely banged on the pipes of my water heater when we were waiting to see if the new valve was working well. When he gave me the bill, he did not explain anything: warranty, liability for the client/company part, etc. He only explained it after I signed the receipt and invoice. The plumber acted intimidating and I was shocked. And he said “you should smile”. He also said at the end: “Did you see how I fixed it? Next time you can do the work yourself. Or ask your husband or boyfriend to replace it for you if you have one.”
As a customer who needs professional help on my home, I was treated with disrespect. I regret saying “thank you” at the end to him. He did not deserve my “thank you”. The comany got my business, and this employee did not even show any appreciation. If I knew how to do it myself, why would I pay $288 to a plumber who came to my unit and looked down upon me the whole time?
I called the company today and was told owner is away until Friday. I think the owner/manager of the business should know about how this employee performed at the job.
