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Mr. Rooter Plumbing of El Paso complaints

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7310 North Loop Drive
El Paso, TX 79915 | Get Directions

(915) 228-4062

http://www.mrrooter.com

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Total Amount in Dispute:
$1,585.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Mr. Rooter Plumbing of El Paso closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Mr. Rooter Plumbing of El Paso

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6/6/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,585.00 Amount Settled: $0.00

Customer Complaint

2/10/2022

The company told me that they were quoting me a price to cut into my concrete, install and out drain, and replace concrete. They then changed what they claimed they were covering. I had a clog when they came, and they are now claiming that there are secondary pipes that need to be cleaned, but cleaning my main pipe has never been an issue before. The manager, Roger, then claimed that they gave me a lower price to avoid having to use a camera, and Manny claimed that they charged less to avoid the concrete. At the end of the day, nothing they said matches what they charged me, and they left my house without fixing the problem, after being paid $1584. There is no consistency with this company and their pricing, and in the end, they wanted to charge me an extra $546 to solve the problem I already paid them $1584 to fix. In addition they have horrible customer service. I was told there would be an extra cost for anything broken, not to fix the problem they were hired to fix. I called their bullshit before they came, and told them I anticipated that they would try and get extra money out of me . Gina, in the office, guaranteed that they don't do business this way, she lied. I'm very angry and defeated and want to save others from being screwed over by this company as I have. Resolution Sought I would like people to know this company is unorganized, unreliable, and inconsistent. I would not trust them with my money, and they clearly don't finish the job.

Company Response

5/25/2022

This customer paid for the job done which was installing clean-outs to access the sewer line because she had no entry to run the camera. She was giving a discount because we did not break concrete-like was panned at first so I don't know what she is talking about replacing concrete. 2nd once we installed cleanouts to access the problem we gave her a price to fix it. She was told this upfront prior to starting because we need to access the line to give her a correct estimate.

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