Windy City Rooter, Inc.

"Stacy, thank you for your feedback. I do apologize if you felt harassed about paying for a service, that you hired us to do, which we then performed for you and rightfully expected to be paid for. It seems you forgot a bunch of stuff in your review, so allow me to help you out in sharing the missing details: To start at the beginning, as I was the service tech at your home that day, you called for hydro-jetting service on your main sewer and we arrived at your home within 90 minutes of your request. Upon arrival, you directed me to your sewer clean out and told me your regular plumber had power rodded and televised your drain. Your regular plumber then advised that you needed to have hydro-jetting service. This is what you called me for, upon instruction from your regular plumber, who had rodded (without success) then televised your sewer. I gave you a price to hydro-jet and video inspect which you accepted. Again, price was given up front, which you accepted. I am repeating this because your comment that ?we charge by the job, not the hour?, which is exactly what we did, though your comment seems to imply otherwise. We first televised your drain and informed you there was a strange buildup of sandstone and limestone in your sewer and asked if any contractors had been working on your property. You replied, and I quote, ?My landscaper opened the cap and washed out his tools and equipment from my back paver installation?. Funny how you fail to mention either your original plumber or your landscaper in your 1-star review of us. Moving forward, we hydro-jetted your sewer and televised a second time to find that your entire sewer, approximately 75 feet in length, was full of this sandstone and limestone (which hardens to a concrete like substance). You were then given a price to remove that substance in your sewer, which you declined. We respected that. Our service was now complete and payment was due. But as we were cleaning up, we noticed you leaving your house, getting in your car and driving away without saying a word to us and without making payment. Hmmm... can't help but notice you ?forgot? to mention that part in your review too. I don't think calling you for payment is harassment. You literally snuck out of your driveway and did not say a word to us once our service was complete. I don't know what you call it, but as far as I know, when you sneak away without paying for something, that's called stealing. Further, after you sneaked away, you made no effort to contact us either by phone, by text or by email to even offer any explanation as to your disappearance or to make payment arrangements. You further complain that we expected to be paid on the spot. Yes we did. Which is why we were so surprised when you snuck out without explanation or payment. In fact, that is exactly what you agreed to in the contract you signed. Payment in full upon completion of service. Says so right on the front page, in bold print, directly abo"

"Dear Valued Customer, Our company strives to provide the best plumbing and sewer service to set us apart from your average plumber. As part of this service, we come out, free of charge, to diagnose exactly what the problem is and provide customers with a price (or price range) of what the cost will be. In line with our policy of no obligation, free estimates, our technician has indicated that you were advised the minimum labor cost to repair your high end toilet would be $150.00. Upon your consent to move forward with the repair, he proceeded to obtain the necessary parts from a specialty faucet shop. It seems highly unlikely you would have allowed our technician back into your home to perform the repair without a full understanding of cost. In the end, the total you were charged was $150, the same price you were given up front. While we do apologize if you feel there was any miscommunication, we are happy to hear that you were satisfied with the customer service and quality of work we provided. We value your business and hope you will consider us to serve your future plumbing needs. Thank you."

"Hello, We are truly sorry for what you feel ended as a bad experience with our company. We strive to provide outstanding customer service backed with a guarantee. In all fairness to us, I am taking this opportunity to address your comments. While the initial call was indeed for your faucet, you also asked our men to take a look at the boiler as it was causing pipes to rattle. You personally led them down to the basement, which is when our serviceman tripped over the illegal PVC pipe sticking out of the floor. This hardly could be considered snooping. In addition, providing you with a free estimate on an existing problem is certainly no cause for alarm nor does it justify a downgraded review. We provided up front pricing, professional service and fixed your problem. At your request, we went to evaluate a second problem and in doing so, quite literally stumbled upon the pipe. All things considered, your negative review seems unwarranted. If it is our integrity you doubt, we would be happy to bring a city inspector out to verify the illegal pipe."