Mr Rooter Plumbing Of Mississauga On

My husband, son and I have just had a very positive experience being assisted by the wonderful people at Mr. Rooter. From the moment of our first contact with their amazing receptionist/dispatcher Marjorie, the level of customer service provided by this company was excellent, maybe unparalleled. When I first phoned and "met" Marjorie, my husband and I had already been in contact with another firm about our plumbing emergency (no toilets, no drainage for bathtub or bathroom sinks). That other firm had been out to our house, diagnosed the problem, and taken payment for the diagnosis as well as a down-payment for the work to be done (we paid them a little over $1200). I shared with Marjorie my feeling of uneasiness about the firm we were currently dealing with and I asked her a few questions, so I could learn about Mr. Rooter's business methods and customer service. Marjorie could not have been a better ambassador for Mr. Rooter. She listened well, offered impartial advice, did not bad-mouth the other firm,and understood that our conversation likely would not lead to new business for Mr. Rooter. She was knowledgeable, warm and extremely efficient. When I ended my call with her, I wished we had phoned Mr. Rooter first. The only reason we contacted the other firm was that they had done drain work for us in late 2011 and it seemed logical to contact them again. In fact, had this other firm done the 2011 job thoroughly, we would not have had the plumbing emergency that ruined Mother's Day for us this year (2016).

An extremely positive telephone experience with Marjorie at Mr. Rooter, a major plumbing emergency, a previous relationship with a firm other than Mr. Rooter. Why did we switch to Mr. Rooter? On Sunday evening, at 6 PM, the other firm phoned us and told us (after having taken a $1200 down-payment and after having promised us a crew at our house on Monday) that they didn't have a crew available, after all. We were shocked and desperate. We told the person from the other firm that this was not acceptable to us and that we would be trying to find a company that could help us on Monday. We ended the call on that note. Lucky for us, we had already learned how good Mr. Rooter sounded, all due to Marjorie. We called her back, she contacted the also-wonderful Mike Mattine, Mike phoned us minutes later and told us he could come out at 7:30 PM, which he did (Sunday evening!). On the strength of that phone call from Mike, we decided to switch to Mr. Rooter before we even knew they could do our job on Monday. So, we called the other firm and officially cancelled the job with them. We told them that we required a refund for our down-payment less the cost of the $250 diagnostic test they had performed. Our phone call to cancel with them began a series of calls from them trying to get us to stay with them. There were four calls in total, each with the same two tactics: if they told us they could get a crew to our house on Monday after all, would we stay with them? If they reduced the price by $400, would we stay withthem? We refused, and explained that we felt they had not shown themselves to be trustworthy. We remained courteous at all times. Their final phone call attempting to retain our business came from the company owner, a man, who spoke to my husband. He attempted to intimidate my husband by telling him that, unless we sent his firm an email saying we were forfeiting our warranty on their earlier work, they would not give us our refund. We refused to do this, maintained a calm attitude and stood our ground. They gave us our refund but there was much pressure and hassle that came with it. In all fairness, no one at the firm was overtly rude and the young women we spoke to were courteous and respectful.

I would advise anyone considering using this firm NOT to give them a down-payment. Pay only for work that has been done, such as a diagnostic test. If you are given a verbal guarantee of a start date for a job, advise them that you will cancel if they chang ethe date. Mean it. Better yet, just go with Mr. Rooter first, instead.

As a contrast our negative experience with the other firm, everything about our experience with Mr. Rooter was positive. Marjorie was superb. Mike was superb. He is extremely pleasant, punctual, clear and concise in any information he offers you. Mike isa thorough professional with superb customer service instincts. The same can be said about Marjorie. Both of them inspired confidence. The crew that Mike brought to our house on Monday was efficient, clean and thorough. The two very pleasant men got thejob done rapidly, and what they did was done exactly as Mike had instructed. Moreover,Mike walked me through the job beforehand and made sure that I had all my questions answered. Mike made a point of arriving at our house a bit earlier than his crew, and he sat down with me to discuss the complexities of our plumbing situation. What he had to tell me was very important because it expanded the scope of the job, due to a code violation with our downstairs toilet connection (our fault). The other company's technician saw all the same infrastructure photos (taken by us) that Mike saw and made no mention of a code violation or the need to alter our toilet stack (to meet code). Even with that extra work Mr. Rooter still beat the other company's price. Mike did not charge us for a diagnositic visit and he has told us that Mr. Rooter will re-connect our downstairs toilet for us free of charge, when the time comes. The job was done in less than one day. Between the time we first contacted Mr. Rooter and the time our plumbing was functioning once again, less than 24 hours elapsed. As far as plumbing emergencies go, Mr. Rooter should be the first call anyone makes. They are thorough. They are professional. They possess an uncommon level of skill in hiring people who possess a combination of technical expertise and extreme proficiency in dealing with people.

Professional skill, clarity of communication, efficiency, courtesy, reliability. Mr. Rooter's business model should be bottled and sold to the retail world as a tonic for what ails it. Every consumer would benefit. In short, if you need a plumber call Mr. Rooter.

Sincerely,Julie and Murray(Mississauga, May, 2016)