We had a leaking galvanized water service pipe in our basement and called in Mr Rooter based on good reviews on this site. The plumber from Mr Rooter inspected our water service and told us it was lead, and that to repair the leak he would have to replace the whole water service with copper. We went ahead, but as they were finishing up I went and looked around and noticed that the old service pipe they replaced was in fact copper, not lead! I was shocked and spoke to their general manager to try to resolve the situation. He was insisted on being paid almost full price anyway, and would not admit any mistakes. We went to a settlement conference where we felt pressured to pay as in order to take it to court we would have had to find and pay yet another plumber to give evidence on the lead vs copper issue on our behalf. So we ended up paying $1400 for work that should have cost just a few hundred dollars.
- Approximate cost of services:
- $1,400.00
- Company Response
Mr. G, it is people like you who try and give reputable companies a bad name. It is unfair that we have to defend ourselves even though at the settlement conference, it was shown that we were not at fault. You mentioned yourself that you had a leaking galvanized water service. No where on the invoice that you signed and authorized for us to do the work does it mention a lead service. It was a leaking galvanized service, which needed to be replaced in order to fixed permanently. We are not a fly-by-night outfit that offers bandages as a solution when in fact stitches are needed; we are Mr. Rooter Plumbing. You now have an upgraded ¾” copper water service, which you received at a great price; has increased the value of your home. Once a water service starts to leak and is disturbed during a repair attempt, it is just a short period of time before pinholes appear throughout the remainder of the line. Being in business for the last 20 years; this fact is based on experience; as we have seen this countless times before. There must be a reason why the City of Toronto is currently undertaking a 9 year water service replacement program throughout the city to upgrade these old services. Do not shoot the messenger; it is not our fault that nothing lasts forever and that your home had an old, galvanized water service. We are the professionals; a full service plumbing company with master plumbers and licensed plumbers on staff that know exactly what needs to be done. We believe in doing things RIGHT; the first time; as can be seen by the many write ups that we have on homestars.com.