Done-Right! Rooter and Plumbing

Bert is so unprofessional! I called him based on Angies List recommendation — that his company does re-​piping. I leave him a vague message that said I need some re-​piping done. I get a text message back that says «Done Right is going to pass on this job» I texted him back with” can I ask why?” He said «no…». I then responded with Angies List said that you do re-​pipe and maybe you should have them take that down.” I then get a call from him. I said I wanted to have a partial re-​pipe done. He said he would only do the whole house (which another plumber also explained to me in a much nicer and much more professional way, so now I am thinking maybe this is the way to go since I have heard this twice). I then asked how much for the whole house? He sighed and said «how many bathrooms» I said «3 I think» He was like «YOU THINK?» I said yes it is a rental property and I am the property manager (My in-​laws are the owners and very easy to work with if he needed to speak with them). He said «I don’t work with property Managers» I hung up on him. He is really, really awful and unprofessional. Save yourself the stress and call Drain Masters and ask for Edward (he is really professional).

TL;DR: Bert is a very angry and disturbed individual who lashes at out customers for no reason whatsoever. From what I know of him now I would not be comfortable having him in my home. He has already accused me of lying about my account but it is entirely true. I have no other incentive but to warn others from facing his pointless abuse.
Originally on the phone Bert claimed that he would fix or replace a slow leak coming from my kitchen faucet. At the time of the appointment he rudely told my wife «I’m not able to find the leak, next time figure out the leak before you call me, I have another appointment to get to», after attempting to find the leak for about one minute. Keep in mind I am not a plumber and was able to find the leak in about 5 minutes by turning on the faucet and waiting for a drip the day before. He was also told exactly where I found the leak coming from the day before (from the sprayer). Price was in no way a limiting issue and I would have payed whatever was necessary to fix this problem.
Before posting a negative review I decided to call Bert as a courtesy to explain my disappointment in his service and see if we could remedy the situation privately. That was a mistake. He was so angrily combative that I just wanted to get off the phone with him as soon as I could. None of the angry monologue he spewed at me remotely explained why he failed to deliver the service he promised. I never stooped to his level throughout the phone call.

I am a little surprised that Done-​Right has any negative reviews at all. I have used them twice and both times they were fair, got the job done and were reasonably priced. I would definitely use them again and have no problem referring them some someone else.

This company wouldn’t respond to a call. Said they don’t work for property managers? This is the first time I have heard this in 10 years. My company manages over 260 homeowner associations in the bay area. We pay our bills weekly. I try using small local companies when I can. This one is off the list and I will be removing them from my company vendor list. Call Aqua Tech plumbing they responded within minutes!

I had whole house re-​piping done with copper because the old pipes were clogged real good. Well, they did finish the job with several misses. Things like the spigot they installed was not anchored so it would fling about. Imagine a length of piping sticking out from a vent screen at the side of the house, attach a spigot and a hose on the end and you have the thing bouncing around. They came out and fixed it, but I, later discovered that a similar thing was done at another location. I’ll fix that myself!
The tub/​shower valve was crooked (not level), but they said that something was in the way, so it couldn’t be made straight. Ok, I didn’t want them tearing out the wall for that, but at least they could have told me that, instead of me finding out afterwards.
I have a shower attachment, handle and hose. I don’t use it often, but when I used it, I noticed that the shower was not as strong as I thought it should be. I figured it must be the attachment. Well, I’m having the adjacent bathroom remodeled and guess what I found within the common wall between the bathrooms. I found the shower pipe that goes to the shower head was not replaced. It was the old iron pipe. I bet it’s all plugged up like the rest of the pipes were. They did this because, otherwise, it would be more work and that would eat up the profit. You can’t say that they missed it, because they had to connect it to the new valve with new fittings and the copper pipes are not threaded.
They needed to gain access to some of the pipes by cutting open a wall, so I asked them to cut open in such a way to make it easier for me to replace the cut piece. Well, not only did they not do it the way I asked, they cut multiple pieces. They also did another wall, but it was behind a sink cabinet. The cabinet had a back cover. Well, instead of removing the cabinet from the wall, they cut the cover along with the wall. Now the year-​old cabinet was hacked up. That was my fault for agreeing to it. I guess everything were all my fault for agreeing with what ever they said.
Well, had they been Done Right in the first place, I wouldn’t be writing this review, or at least it would be a more positive review.

I confirmed my insurance coverage and the manufacturer warranty coverage already that they paid everything for whichever company I choose to work. As I said I called Done right because they are one of the certified contractors the state industries told me to get the service from. So I called them since I talked to the technician, John, before. This is how unprofessional this owner would get and hang up on me before I finished my explanation to him what happened when I called them 2^nd time. He could have taken the order and got it done but he made his assumption and hang up on him by assuming I was just using him for 2^nd opinion without paying him. I was ready to pay the $ 125 service charge as John told me at the first conversation;That is why I called them again as I appreciated the technician, John. Why would that be using someone’s knowledge when I have to pay for estimate and disagnosis is not using them? If Done-​right would provide a reasonable and good estimate and diagnosis of the condition of the water heater, the company gets the job.
I called done right before I ever called the other certified contractor to place my service order. If anyone of you out there needs to spend for an expensive hydrolic water heater and heater system which costs $ 1300 min for the tank and part, u would spend ur time to make sure u would not be overcharged and the majority cost are covered by your insurance before u decide to move forward.
The done right owner definitely has right to reserve who to serve but he doesn’t has right to post my address and other privacy info on public website. Although he removed it, he never apologies for his bad conduct and continues bad customer service.
Until now, he still points his fingers at me for whatever he created. So I must insist the one star rating.

Well, my memory of what happened differs from what Done-​Right says happened. When they couldn’t open the cleanout, I was actually wondering if they might suggest cutting, but they never mentioned that. They also did not offer to pull toilets as a solution. They went on the roof after we discussed it and I was fine with it. They ended up not billing me for that but since they didn’t fix our problem, I didn’t feel too guilty not paying for that part. We have a cleanout, but they couldn’t open it. Odd thing was, the second company came and opened it right away. Regarding the estimate, I don’t quite understand what he is talking about: 3 jobs versus all under one price. If they have a way to lower the price, of course we will take it :), but it needs to be upfront. Coming back with a different price after a few days feels underhanded from a customer’s point of view.
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They could not unclog our drain and concluded that the problem was in our main sewer line. We wanted to do the job right, so we asked for an estimate to replace the sewer line. It was going to cost nearly 10K. Naturally, I called around for a second estimate, but the second company came out and unclogged the drain. When we didn’t get back to Done-​Right, a guy called and said his boss told him the estimate he gave us was too high and he offered a significantly lower estimate. Why didn’t they give us a fair estimate in the first place?

Update: After a few days later the new water heater they installed won’t stay lit. I restarted it 5 times already. Called them Saturday again for service. Talked to Ernie the plumber who installed the unit. He was again very professional, he said unfortunately they can only send someone on monday. An hour later got a call from Bert, he asked my name and whether I was the guy who gave them a 2 star review and said yes. In a commanding tone he explained that there is nothing wrong with the heater they installed, the pilot just needs to be replaced which holds true for all other heaters even if they are new. Then he continued to tell me how his wife Michelle cried and ran out of their office when she read my first 2 star review. He said something like I want you to understand the repercussions of what you did. If Michelle is reading this my apologies for upsetting you, however I ask you what would you have done given the situation. My main problem here is not the service nor the mistake that happened, I can understand misunderstandings, my main problem here is Bert and his attitude towards his customers. He was not apologetic during the first incident nor was he when I talked to him again for the 2^nd service. When I tried to explain to Bert over the phone he even said to me «I will not here anything of it». Is this really how you talk to your customers? Sorry my 2 star review stays. Ask yourselves if you ran across a service provider who treated you this way, what kind of review would I publish for this company.

WARNING — DO NOT USE THIS BUSINESS.
My first experience of this company was great. A guy showed up tried to resolve a back-​up and advised me of an actual design flaw was at issue. Didn’t even charge me.
Its difficult to understand why the owner — Bert instructed his worker Oscar to walk out on a job that is half completed. Yesterday «Oscar» billed me 395 to basically shut my water off and rip open the wall. Diagnosed a ruptured faucet cartridge. Didn’t FIX anything and was _​working_​on it for maybe 90 minutes.
Today Bert refused to finish the job because I wouldn’t sign his standard waiver — right of rescission.
I guess he didn’t want the 3600 waste re-​pipe job i was going to provide next month.
WARNING — DO NOT USE THIS BUSINESS.

I noticed a problem with my shower drainage last week. Whenever we use the upstairs shower and toilet, the downstairs shower drainage spills out sewage liquids including shredded toilet paper! I looked on Unilocal for credible plumbers and decided to give Done Right Rooter and Plumbing a try given their high ratings.
I first called in to describe the problem and get a diagnosis over the phone. The guy over the phone immediately identified it as a problem with clogging in the drainage pipe. Some other plumber companies I called had a receptionist pick up and they wouldn’t know any technical details, which is very annoy and slow. This guy over the phone for Done Right Rooter and Plumbing was very knowledgeable and very straight forward with the charges. For sewer cleaning, they charge $ 85 for the first 75 feet of the cable, and an additional $ 95 for up to 150 feet. There’s also a $ 15 Truck Surcharge just to have the guy come out.
Kevin was the plumber that came to our house to fix the problem. He was right on time, was very professional and easy to work with. He was able to explain the problem and give details. I’ve met other plumbers and handy-​men in the past who cannot explain the problem and would charge you an arm and a leg for some ambiguous problem that you don’t understand. Kevin was totally the opposite. He’d think of all the ways to help you save money and can answer all your questions while being straightforward and informative. He was able to get the job done well under an hour and even helped us diagnose a few other minor problems with our faucets. He also called the next week to check up on us just to make sure the drainage problem did not reoccur. What great service!
One weird thing was that we weren’t able to get an official 30-​day warranty from the company for this work. The reason was that our cleanout may not have been properly installed, so they did not want to take liability for that. However, Kevin said he’d be willing to come back anytime within the 30-​days, if we find recurring problems.
Overall, I’m very satisfied with Kevin and Done Right Plumbing. If they maintain such high quality standard of service for years to come, I’d definitely hire them back and recommend them to anyone with any plumbing needs!

I have used Done Right plumbing multiple times; small leak in kitchen sink to toilet and water heater replacement. I’m definitely a return customer and satisfy with their work, professionalism, and decent price.

I just want to thank the owner of Done Right Rooter for taking the time to read my review and respond to it. I totally was not expecting anything to happen, but I really appreciate that he took the time to read my review, respond to it and refund the difference.
I wish more business owners would take the time to read these Unilocal reviews and help improve their customer service. Of the 100+ reviews I have written, this is only the fourth business which has ever responded to my reviews. Thank you again sir!

I don’t know how this company has so many positive reviews both here and on
, but the customer service over the phone was rude, blatant, and indifferent. I asked about a gas line repair and the person on the phone told me: «gas lines are a waste of my time. We’re very expensive and I’ve found that when I come out to do estimates people always go with someone cheaper…» I was left dumbfounded. They act like they don’t even need your business. After that encounter, I wonder if all their positive reviews are even legitimate.

These guys did a great job… it was a simple drain cleaning, but they quoted a time and a price and were here when they said they were going to be, were respectful of our home, and charged us what they quoted us. I could not have asked for a better experience.

This morning a plumber diagnosed the problem of a new pinhole opening
in a copper pipe (fifth hole to appear on the same pipe in the past three weeks) in a bathroom. He randomly called Done Right Rooter whose number he found in the San Jose Yellow Pages. An appointment was made for this afternoon, however, the dispatcher called to let me know that they were running behind schedule and that the plumber would be a little late which wasn’t a problem. John arrived and let me know about several technical issues regarding the «roll copper» pipe which I really appreciated. He then got to work and made sure that the repair was done correctly instead of resorting to a flimsy albeit easier quick fix. The repair was done in a few minutes, and afterwards, John was very concerned about cleaning up after himself and even offered to cover his shoes before entering my house with «light carpet» (I told him that it wasn’t a problem). I hope that I do not have any more plumbing issues, however, I feel a bit relieved that at least I found a reliable plumber just in case something happenes.

Larry at Done-​Right did an awesome job at explaining what he would have to do to unclog our horribly stuck drain. He was very thorough and gave us lots of info and did his best for an hour to snake the drain as far as he could reach. Unfortunately, the problem was much worse than expected and in a community area of our condo building, therefore he was not able to fix. But, he put the toilet back with all new fittings and cleaned up the mess my husband and I had made trying to be plumbers.
Definitely 3 stars for the effort, and for the customer service over the phone… Plus, he’s fully licensed, insured, etc. and a member of the Better Business Bureau.