Mr. Rooter Plumbing of GTA

This is one of my worst experiences with a company ever. My basement was flooded due to sewer backup from the major storm we had on July 8, 2013. We contacted Mr. Rooter and Brian was sent over to assess the work. It was determined that a backwater valve needed to be installed. The total cost for the work was $2819 (see pic of first invoice) and I paid a $500 deposit. During excavation, according to Brian, ADDITIONAL alterations to the drainwork was necessary totaling $5,876 (see pic of second invoice) and I paid a $1000 deposit. Now the job is $8695! Coming to my senses the next day, I told Mr. Rooter to put the work on hold and I called two other plumbing companies (also from Homestars) to assess the work. Both companies provided an estimate of $2500 for the ENTIRE JOB. The work was completed by another company (see pic of new invoice). Both companies said that there were no "additional" cost required and it would have been included in the first estimate. Now I'm pretty angry at this point knowing that they tried to take me to the cleaners. But the frustration continued as I rightly try go get my deposit back. Trying to be reasonable, out of the $1500 deposit, I asked for $1000 back. I met with Sean, the son of the owner, and he told me that he only would return $500. After much back and forth, I was able to get $700 back--less than 50% of my deposit. In hindsight, I should have picked up on some suspicious cues from Mr. Rooter: Brian, an experienced plumber, curiously did not know that the maximum City of Toronto rebate for a backwater valve is $1200, as he told me I can get up to $3200 back. He also said that any other company would charge me a similar price to his quote. This whole experience really made me kind of disgusted because it made me feel that because of the widespread damage caused by the storm, a lot of people were vulnerable and susceptible to being taken advantage of. I hope this review is helpful to others.

I met with Derek Moreland, President/Owner, twice—on July 26 and August 6.  We discussed the matter in detail and he felt that his company did not handle the situation appropriately.  True to his word, I received a complete refund of my deposit.  Mr. Moreland was gracious and sincere in his dealings with me.  Although I found the overall experience regrettable, in the end, the matter was resolved to my satisfaction.