Mr. Rooter Plumbing of Worcester

My issues began the week before thanksgiving, when I found a leak in my tenants oil tank in the basement of our multifamily home. At this point we decided to convert to gas. (which we already have in the house) On the 19^th of Nov, a man from Roto Rooter came to our house and gave us an estimate for the job of converting an oil burning furnace to gas, and scheduled it for completion on thursday the 21^st. That day I stayed home from work to let them in and ensure that the job was completed. They gave me a window of 12 — 4 and never showed for the appointment. Finally at 4:30 they called to tell me that they were running behind due to an emergency of which was not explained, and would not make it over until the next morning. (they promised service since THE OIL TANK WOULD BE REMOVED THE NEXT DAY) I received a call friday at 1pm, (back at work) asking where the parts for the conversion were. I knew nothing about this, they said no problem. Friday evening I return home and the job has not been completed. I call the emergency service number, and get put on hold. 5 mins later they return to the line to tell me that they just spoke with the technician and the job has been completed. The next morning we confirm that there is no heat and call roto rooter back. They tell me that someone will be out between 12 — 4. At 4 they call me to tell me that the job was not completed because they were unable to get the parts before the warehouse closed on friday, and the job will need to wait until monday. Monday the 25^th I call and no one knows anything about the situation. I am put on hold over and over. Finally get through to the «manager» who expresses his condolences for the misunderstanding. Then tells me that they don’t know when the part will be available, and when it is, the job will cost $ 800 more than originally quoted due to additional electrical work required. My tenants were without heat for 4 days, and we had to put them up in a hotel until we finally got a REAL company to come over SAME DAY and just put a tank back in.
I URGE YOU DO NO USE THIS COMPANY. YOU WILL BE SORRY.

I called these guys yesterday with an Emergency. I’m still waiting for the call back. Let’s just wait till my whole cellar is flooded!

I used these guys through the toilet installation package at Home Depot. The men on the phone were courteous and the guy showed up on time the day of arrival. There were some minor hiccups in the morning related to the plumber’s van which ended up delaying service for at least 1.-2 hours, but all in all, the people I dealt with were pretty polite and professional. They did try to pitch a membership program ($ 149.95 for a 5 year plan in which you can access a 15% discount on their rates for plumbing and heating issues). I would consider using them again.

Terrible service and appalling lack of customer relations skills.
I purchased a replacement hot water heater from Sears Appliance and Hardware in Chelmsford with the understanding that installation would be on Friday, December 9^th. With a busy travel schedule, the date and timing were critical and I informed the Sears salesman of this. Was promised that installation would take place on Friday the 9^th and that contractor would call the day before to confirm the appointment.
After no phone calls the day before or the morning of, I rang Sears dispatch phone number around noon for an update. Was promised a return call by Sears; never heard back. Called again… twice; still no updated information or any word from the contractor, which turned out to be Mr Rooter in Worcester.
I finally insisted that Sears put me in touch directly with Mr Rooter (also known as Worcester Gold Plumbing, 134 Gold Street). The Mr Rooter representative on the phone was evasive and his refusal to provide any information was insulting. I could get no commitment about my place on the schedule or whether the hot water heater would even be installed on December 9^th as promised.
After literally begging for some sort of answer, I was put on hold. When returning to the phone, the rep informed me that Mr Rooter field personnel were behind schedule and «may» be able to do the installation on Monday of the following week.
So much for losing a day off work to stay home for nothing.
I called Sears to complain and was told they had received numerous reports from customers of similar problems with Mr Rooter/​Worcester Gold as a Sears-​authorized installer.
Why not sack the «Rooter Gold Man» and contract with a more reliable and respectful outfit!!!

Do not use. In my opinion, the owner should not have a Mr. Rooter franchise. He is unprofessional to me (but polite) and continues to ignore me as his customer. I have been promised five appointments by his dispatchers, all of which have been broken. (I’m not saying they never showed up, but it takes incredible effort and patience.) Calls are not being returned. Work is shoddy (four no-​heat call backs and certain other problems continue). Warranty claims are not being honored. Wrong parts were installed and some parts were installed incorrectly. There were wiring problems with the thermostat so it didn’t function. I complained to the BBB, and they now give Mr. Rooter an F rating. I will probably have to take Mr. Rooter to court to get the services for which I paid (about $ 10,000.00 total) in advance completed. I am now using another plumber to correct all the problems. I completely regret having done business with Mr. Rooter of Worcester. I cannot over emphasize my disappointment and condemnation of Mr. Rooter of Worcester.

Horrific service and follow through. Contracted by Sears to install a water heater. Never showed up at all — waited all day. This firm is incredibly unprofessional and inconsiderate (even as contractors generally go). They should consider themselves lucky in this economy to be granted a relationship with Sears and be provided with steady work. But the opposite seems to be true.
Edit: Next day update. OK– I need to take back the 2^nd to last statement. They did show up! At 10:30 p.m. Can you imagine? I was in my p.j.‘s and in bed. But with hopes of a hot shower, I let them in. After an hour or two they finally left. But ah, no assuming…
No. I did not get my shower. They failed to have a commonly needed part on the truck. The hot water heater was never installed and I finally got back to bed at 1 a.m. Totally outrageous.
Fast forward next day. Again numerous calls to Mr. Rooter (perhaps Mr. Looter would fit better?). Absolute, positive, no-​doubt –about-​it assurance for mid afternoon service. Hah! I guess I am that gullible. Rushed out of work early (cancelling a class that cost me about sixty bucks in lost pay) to be there on time. Waited, waited, called, waited, waited called — you get the story. Gullible but not totally stupid — so left S.O.S. (in search of shower).
Believe it or not, w/​o any notification or phone call whatsoever — boot the Rooter shows up at 8:30 unannounced and no one is there to greet them. Hey, after all it is only FIVE hours after the promised arrival time. Unbelievable.
I don’t know about you, but I smell a law suit. And if they show up to court late? Too bad — so sad, you lose.