Mr. Rooter of Maryland

"Mrs. Demi, We came out in response to your service call regarding a water leak coming from the unit above the bathroom. Upon inspection, we found that the toilet supply line was leaking, and we completed the requested repair. At the time of service, we explained that there was a possibility the repair might not resolve the issue completely and that the toilet may ultimately need to be replaced. You chose to proceed with the repair only at that time. We also advised you that the $235.00 paid for the repair could be applied toward the cost of a toilet replacement if completed within 10 days. You declined the replacement at that time. Unfortunately, the toilet now needs to be replaced. If you would like us to move forward with the replacement within the 10-day period, please let us know, and we will apply the $235.00 toward the replacement cost. Thank you, Mr. Rooter Plumbing"

"Mr. Isaac: We offered you a full refund in an effort to resolve this matter. However, we are not willing to provide additional free services or compensation in exchange for the removal of a review. You listened to the recording yourself, and nowhere in that conversation does it state that we were required to contact you again for price approval or payment before completing the work. The authorized work was performed, and the plumbing issue was resolved. Despite that, we are still willing to issue a full refund of $350 to bring this matter to a resolution. This means you would have received the completed plumbing service at no cost. We believe our technicians deserve to be compensated for the professional work they perform, just as anyone deserves to be paid for their time and expertise. Our refund offer is being made as a good-faith effort to resolve your concerns, not because the work was not completed."

"Mrs. Ursula, We repaired your toilet paper holder and left it in significantly better condition than when we arrived. It was already hanging improperly before we performed any work. The completed repair was secure and professionally done, and we stand behind the quality of that work. At your request, we returned to your home three separate times to address concerns that it was not straight or that additional adjustments were needed. Each time, we made every reasonable effort to address your concerns and ensure you were satisfied. You later requested a full refund for the services we performed and disputed the charge with your bank. After reviewing the documentation and evidence provided by both parties, the bank reversed the dispute and returned the payment to us. We believe the amount charged was fair for the work performed. The repaired toilet paper holder remains functional and is being used, so we do not believe it is reasonable to use that repair as a basis for receiving all of the completed services at no cost. We are sorry that you remain dissatisfied, but we made multiple return visits and did everything reasonably possible to address your concerns."