The information provided below contains facts about the interactions that took place from January 2012 to the present. Also included with the factually presented information are my opinions and conclusions based on everything I have personally witnessed up to this point...
As mentioned in the previous post, an email was sent to Mr. Rooter of Pittsburgh on January 22, 2012, which described our extreme displeasure to have paid $20,267.05 to have sewage continue to back up into our basement. A copy of the email I sent is below:
|Mr. Rooter STILL did not solve my problem $20,265.05 later....|
On January 23, 2012, Earl, the Mr. Rooter of Pittsburgh "Technician," arrived only a few hours prior to the local municipal authority employees in order to try to sell my Mother an additional product/service that she didn't need - a $5,000 backflow preventer. Aware of their true intentions at this time, my Mother shooed the employee off of her property.
After the January 23, 2012 appointment with the local municipal authority, we decided to wait and see if we had any further issues after the local municipal authority employees had cleared our lateral sewer line as it was important to be sure that the conclusions we arrived at were correct because you don't go around make accusations about individuals or businesses unless you are ABSOLUTELY CERTAIN about them. We concluded that the continuation of the problem was, in fact, a result of Mr. Rooter of Pittsburgh's intentional negligence....
Mr. Rooter of Pittsburgh intentionally failed to properly address the issue of sewage backing up into our basement. Mr. Rooter of Pittsburgh has NEVER exhibited any behaviors towards us that have communicated any remorse for the events that transpired nor have they made any attempts to correct the situation or offer resolution related to fraudulent misrepresentation, breach of contract, or shoddy workmanship to my Mother.So, once we accurately concluded that Mr. Rooter of Pittsburgh's behaviors were less than honorable and that they rate #1 in the category of the WORST CUSTOMER SERVICE that we had ever experienced in our lives, we decided to go straight to the top authority by attempting to contact the CEO of The Dwyer Group, Dina Dwyer-Owens.
In January of 2012, we saw an episode of Undercover Boss. The episode depicted Dina Dwyer-Owens as a devout Catholic who claimed to be operating the entire organization by a "Code of Values." On National TV, Dina Dwyer-Owens proclaimed that she wanted these values implemented throughout all of the brands under The Dwyer Group. She shed tears and exhibited behaviors which I later came to believe were intended to trick the viewing public into thinking that Dina Dwyer-Owens was a CEO who cared about any wrongs that existed within the organization she runs and that she was truly interested in ensuring that any existing wrongs were corrected.
So, based on Dina Dwyer-Owens' reality TV persona depicted on Undercover Boss, I had thought, at the time, that surely an individual who publicly portrayed themselves as someone who was virtuous would be willing to help my Mother appropriately address issues of fraud, breach of contract, and poor quality workmanship with one of their local franchisees. Apparently, we were deceived by this misrepresentation of Dina Dwyer-Owens on Undercover Boss.
Based on the events that occurred at the corporate level alone, my opinion is that Dina Dwyer-Owens is either not cognizant of what actually goes on within the company she runs and/or is nothing more than a hypocrite because she knows exactly what they are doing and these behaviors are how they make their money. The definition of hypocrite is : 1) a person who puts on a false appearance of virtue or religion 2) a person who acts in contradiction to his or her stated beliefs or feelings.
In March of 2012, the following is the communication that occurred between myself and Dina Dwyer-Owens (sort of...communication on her behalf anyways):
I watched Undercover Boss out of sheer morbid curiosity as to who was behind Mr. Rip Off-I mean Mr. Rooter….Did you know in the Pittsburgh Area, Mr. Rooter has an "F" rating with the BBB because of the way it conducts business? I know that I got ripped off. Fix it right the first time.....NO! After $20,267 (3 times what it should've cost - It was less than 100 feet of main lateral sewer line, with less than 45 feet of line being pipe bursted and about 25 feet or so being laid underneath the foundation, although I would have to take a measuring tape to measure about how much line was laid) my basement still flooded two more times and I had to clean it up-The only people that have done anything for me right now, honestly, is the Township I live in (For nothing more than the taxes I pay for)because Mr. Rooter came back with their hydrojetting truck and still wasn't able to remove the grease in the line…Not surprised because the hydrojetting should've been done with the camera checking for clearing of grease. On top of that, I will probably have foundation floor problems because no bonding agent was used to adhere the new concrete to the old concrete. What floors me is after all of the money that was invested in the sewer line (people taking advantage of two women in a desperate situation), the problem still continued and they had the nerve to suggest that for $5,000 more dollars they could install a backflow on the line (First of all, it shouldn't cost more than $1,000 WITH excavation and second of all, those things get clogged and require maintenance or completely dysfunction and would need dug up again). Seriously, I wonder if the people we were dealing with actually had the skills necessary to hydrojet properly and adequately evaluate the situation. Did I really need a new main sewer line already? The township said nothing was wrong with the tap and that the work Mr. Rooter has done doesn't appear to have any problems; however, the township did not inspect the line before they began work. I wonder if the township had inspected the line if all of that was actually necessary. Each time they were clearing lines, they cleared grease…..lots and lots of grease…….After the first large job, something didn't set right with me concerning Mr. Rooter and it prompted me to do a search online. I found tons of customers explaining how you have to be careful because Mr. Rooter employees will actually break things if they aren't broken to get work so that they can sell and make money for themselves and the company. It's sad that your customers really aren't put first, but rather it is a facade.
|On Behalf of Dina Dwyer-Owens|
In March of 2012, I was still in the early stages of discovering and understanding what really happened during the dates of service. Nothing about our experience was made public until October 2012 concerning the heinous acts of Mr. Rooter of Pittsburgh and Mr. Rooter of Corporation, in addition to the hands-off policy that The Dwyer Group practices which is Mr. Rooter's parent company.
From January 2012 to the present, I have conducted a lot of online research about Mr. Rooter locally and nationally and have found a lot of appalling information about them and their sister companies.
As I reread the statements that I made in March of 2012, very few corrections to my statements are even necessary and none of the statements that I have made contain any critical errors. For example, while I discovered online from a news source that Mr. Rooter of Pittsburgh had an "F" rating with the BBB, I later discovered that they actually have a D- rating when I visited BBB's website. In reality, a "D-" rating does not depict Mr. Rooter of Pittsburgh in a better light than an "F" rating.
Within the correspondence between Dina Dwyer-Owens and myself above, she offered a $15 off coupon to use towards products or services at any one of their 7 brands. Since there was obvious dissatisfaction involved and serious issues mentioned, what would have possessed her to arrive at the decision to provide a $15 off coupon toward purchasing more products and services at their brands considering the fact I was explained that dealing with their local Mr. Rooter brand was a nightmare? This action, in my opinion, communicates the following sentiment from Dina Dwyer-Owens: "Thank you for being a sucker and, by the way, here is a coupon for $15 so that we can continue to take advantage of you!"
Well, Dina Dwyer-Owens did, as she stated, forward the information I sent to her to the president of Mr. Rooter Corporation, Mary Kennedy-Thompson. Below is the first email that was received from Mary Kennedy-Thompson:
|Your Mr. Rooter Experience|
All the best,
Mary Kennedy Thompson - CFE
President - Mr. Rooter®
At this point, I thought it was promising that the president of Mr. Rooter Corporation appeared willing to discuss what occurred during dates of service with my Mother. Unfortunately, After just moving into the house and then becoming busy with education-related events, I didn't have the time to spare so I figured that I would just get back to them as soon as I was able to. In April of 2012, I provided a detailed written account of our experience to the president of Mr. Rooter Corporation for review. A copy of the email that was sent is below:
Again, the correspondence to the president of Mr. Rooter Corporation above, which was written in April of 2012, still accurately represents the facts of the situation and our opinions about what happened to us during the dates of service.
In reply to my email, I received the correspondence below from the president of Mr. Rooter Corporation:
Considering that I had already sent an extremely detailed email and they had my email address on file as well as our address and our phone numbers on file with the local franchisee, there was no reason why Stacie could not have gotten back to either one of us after speaking with the owner of Mr. Rooter of Pittsburgh (Robert "Bob" A. Beall).
I waited until May 2012 to hear back from anyone at corporate. Since I heard nothing, I sent the following email:
So, there it was....The information they asked for....My phone number. Do you think I heard anything from anyone at all? I waited until August of 2012 in order to give them plenty of time to respond. I was furious that they never got back to us, so I sent the following email:
I still gave them additional time to respond to the email sent above prior to publicly posting the truth about what happened and alerting consumers to other instances of less than honorable behavior demonstrated by Mr. Rooter of Pittsburgh, Mr. Rooter Corporation, and other Mr. Rooter locations.
In October of 2012 is when I saw that other dissatisfied Mr. Rooter consumers were posting on their social networking pages and decided to make our experience known as well. As I recall, I posted on Mr. Rooter Corporate's Facebook, Twitter, and Youtube accounts. I gained the attention of Mr. Rooter Corporation, once again, where they asked me to call their Customer Service manager, Stacie, at the number they provided.
So, I called the number that they provided only for Stacie to inform me that there was nothing they could do because it was solely up to the franchise owner whether or not they were willing to resolve the stated issues. So, if the franchisee makes the decision to behave in a less than honorable manner (i.e. fraudulent misrepresentation, breach of contract, poor workmanship), then too bad for you is essentially what I was told Mr. Rooter Corporations' position is.
The following day, to my surprise, Stacie called me back and told me that Mr. Beall would call me later that day, tomorrow, or soon. I waited several days out of consideration of the fact that he is running a business. Since I hadn't heard from him, I sent a reminder email to Mr. Beall informing him that I was waiting, what resolution I thought was reasonable, and why I thought it was reasonable. A copy of the email is below:
=======================================================================In response, Mr. Beall sent the following email, which, to me, implied that he was going to address the aforementioned issues when he returned :
Well, ok, I thought. I will wait until he comes back from Florida to address the issues as he stated. So, I sent him the following reply email:
At this point, I refrained from proceeding with posting the truth about occurred during the dates of service and waited for Mr. Beall to return from Florida so that my Mother and I could bring up issues and discuss appropriate resolution to the issues presented.
While I was waiting, I received the following letter, which was not from Mr. Beall but his lawyer, dated only 4 days later:
The content of the lawyer's letter does not contain accurate information in reference to what occurred during the dates of service nor what my intentions were at all. In fact, if the information that the lawyer provided was received from Mr. Beall, who was never at the location where the work was performed; then, the content is simply heresay relayed to him by employees who were at our house and who also, as I have more recently discovered, have criminal dockets on file with drug and theft-related charges which were discovered by myself in early 2013 after I had been inspired to check the online statements of another victim of Mr. Rooter of Pittsburgh where she actually states that they are run by felons and it appears that there is truth behind her statement when criminal dockets were found that match other employees.
Other lawyers, who I have spoken with but can't afford to attain, also view the events that I have described, accurately, as evidence of fraud and breach of contract.
Mr. Beall has not initiated this action because the information that I have provided is inaccurate, but rather this action has been taken because the information that I have provided IS accurate and very detailed as mentioned to me by the president of Mr. Rooter Corporation, Mary Kennedy-Thompson. Mr. Rooter's intention is to prevent me from accessing my First Amendment rights with regards to sharing information about events that I was a direct witness to and that are of public concern considering the fact that this company is in the business of providing services to the public.
I could understand the business' reaction if I was acting in this manner and my information was only heresay (like Mr. Beall's); however, I have seen with my eyes and I have heard with my ears the information that I have provided and have every right to form opinions and conclusions about my first-hand experiences when no other behaviors exhibited by Mr. Rooter of Pittsburgh, Mr. Beall, or Mr. Rooter Corporation (Mr. Rooter LLC), and the Dwyer Group have occurred that would warrant any change to any of the opinions and conclusions that I have arrived at. If anything, their behavior supports and solidifies the stated facts and my opinions.
Since I know for a fact that Rip Off Report never removes reports, that is where I moved my blog to because, rather than showing consumers that the business lives up to their stated values and promises, they would rather bully the consumer into silence and give away prizes and money before they take any initiative to right any wrongs that they are responsible for. In fact, how they have responded in my Mother's situation and the presence of other online recounts of others confirms the truth behind my statements and the statements made by others about Mr. Rooter of Pittsburgh, Mr. Rooter Corporation, and other franchisees. The Rip Off Reports offer a good account of the facts that have transpired in our situation and our state of mind at the time of posting the complaints. The only problem with the Rip Off Report Format is that is difficult to follow because the information is in one big pile; however, they have started to provide links to each entry which could make it easier to follow.
The two Rip Off Reports actually contain the most recent accurate information concerning our interactions with Mr. Rooter of Pittsburgh and Mr. Rooter Corporation.
This was the first report I created after first interactions with Mr. Rooter of Pittsburgh and the first interactions with Mr. Rooter Corporation:
This was the second report I created after the second interactions with Mr. Rooter of Pittsburgh and the second interactions with Mr. Rooter Corporation:
For now, I will take a small break from attempting organize, in chronological order, all the information surrounding the reporting of Mr. Rooter's actions because there is SO much information surrounding the interactions that have taken place - a nightmare many consumers wouldn't want to risk. In hindsight, we surely would have avoided this hassle by never picking up the phone to call them.
Mr. Rooter of Pittsburgh has been accusing me of making defamatory statements...statements which I have proof of that are true because if a statement is true, then it can not be defamatory statement. My opinions and conclusions based on facts should not be actionable because I have every right to make a personal judgement on the events I have witnessed. This was in the form of a general docket lawsuit for defamation filed in November of 2012.
If a judge can form an opinion and interpret the law, so can I. If a jury can form an opinion and interpret the law, so can I. Everyone makes some kind of judgement or arrives at a conclusion about their experiences.
What is more important is that people are beginning to save thousands of dollars getting second opinions after reading the information that I have compiled because what I and others are reporting is a true and correct interpretation of events and they are recognizing these patterns before there are four and five digit price tags - these situations happen in a disturbingly frequent manner. In fact, there has been a substantial increase in complaints to the BBB since they filed the lawsuit against me back in November of 2012 when people should be sending these complaints to the Attorney General so that they can look for patterns that violate HICPA and to all local news stations. Mr. Rooter of Pittsburgh is trying desperately to get people to give them good reviews...So much so that the employee, Earl Mahon, who made misrepresentations during our dates of service, was pressuring one of their victims (customers) to give a review of them when they had barely began the sewer line work back in March of 2016, which I have evidence of below. Joe Taormina was the other employee who failed to mention that his "buddy" was also a Mr. Rooter of Pittsburgh employee in his plot of deception back on December 24, 2011. They used to have their full name and picture represented on the review site. Maybe they just have initials now so that people don't do a court docket search, which I believe everyone should do so you can avoid being hurt in the process on so many levels.
There is even a review, which has been deleted to hide the truth because this is what they do - they don't actually correct the situation where the reviewer updates there has been a resolution, where a customer describes how they give you the special drain cleaning price and then up-charge you when they come to your house based on them claiming that there was a lot of toilet paper in the drain; however, another plumber was able to clear the line for $63. Again, proof that they either do not have the knowledge and/or blatantly refuse to provide the services that they advertise.
How can a business, who has behaved in a documented dishonest and unethical manner, successfully sue for defamation?
The HICPA law prohibits individuals with crimes moral turpitude like theft and related charges from being able to prey on consumers; yet, the individuals who came to our home have criminal dockets on file and have had these types of crimes adjucated. This explains the misrepresentation and failure to take responsibility. If a business hires individuals with criminal dockets, then they should be held responsible for the actions of their employees; however, they have REFUSED to take responsibility up to this point. In fact, I was talking to someone who was in the same situation as me: a daughter whose Mother had $8,000 of damage done to her home by a location owned by Robert A. Beall or the Beall family as he advertises and they have been ignored. These situations are why businesses are supposed to have insurance.
Just a few months after filing the defamation suit in November of 2012, they were caught falsely advertising that they won the Angie's List Super Service Award. As a member of Angie's List, I reported it to them. They sent me an email confirming that Mr. Rooter of Pittsburgh and Mr. Rooter of Youngstown were not winners and that they had notified Mr. Rooter LLC and Mr. Rooter of Pittsburgh that they were not winners and asked them to remove their false publications; yet, as of May 10, 2016 - Their publication of the false award REMAINS for the purpose of attempting to publicly discredit me; however, I have evidence of their defamatory postings and that they are, in fact, supposed to be removed. As of April 2015, two years after the defamatory statements were made, Angie's List has removed them from the search results due to their failure to remove the brand infringement. This is an example of FRAUD - Advertising that they are winners of the Angie's List Super Service Award and calling me back and leaving a VOICEMAIL as Rooter Champion spouting off a North Carolina Area code.
On their website, they continue to display the HomeAdvisor Screened and Approved Plumbers Badge on their website after being removed from the screened and approved status after I informed and provided evidence to HomeAdvisor that the business owner, Robert A. Beall, had a criminal docket for showing up to his neighbor's house with a pipe wrench (a tool of the trade) in his hand - even though he did not use the object on his neighbor according to the press release on that. In fact, as of May 10, 2016, he would still be on probation according to the criminal docket. HomeAdvisor Screened and Approved status guidelines guarantee that the owner has no criminal record - well, the owner has a criminal record and he sends employees with criminal records into people's homes. In order to be a member of the network, HomeAdvisor requires state-level trade license verification, criminal & sex offender background check, insurance coverage, verification of state business filings, bankruptcy/judgements/liens records check, and identity verification - in addition to three reviews. I probably should have sent them court dockets found in favor of parties that were plaintiffs and defendants in civil suits filed. This is an example of FRAUD.
Additionally, Mr. Rooter of Pittsburgh filed another general docket lawsuit against me in the form of a civil action equity in July of 2015 - even though it was NEVER sent to me and I didn't learn about it until recently (This was filed AFTER I announced publicly how Mr. Rooter of Pittsburgh called me back and left a voicemail message I posted to YouTube as Rooter Champion from Mr. Rooter of Pittsburgh's business location and phone number when I sent a form to contact Mr. Rooter LLC about Mr. Rooter of Pittsburgh running Rooter Champion as a violation of their contract agreement); however, I recently received a Praecipe for reinstating the complaint that is identical to the initial defamation suit in April of 2016 along with their objection of the court's judicial dismissal of the defamation suit that has sat dormant for 3 1/2 years and their notice requesting the court to place the defamation case at issues on the next trial list.
All I have to say is that if a judge and jury neglect to evaluate the hard core evidence of the events that happened at our dates of service and the fact that they have been caught THREE times in attempts to defraud the public with regard to their business activities, then people are right - the system is nothing but corrupt and they are not there to serve the public, but rather there to protect people who feel that they are above the law and use the court to try to punish individuals who are reporting the truth to protect themselves and others.
In a hypocritical manner, Mr. Rooter of Pittsburgh continues to display their created publication which includes defamatory statements surrounding the fact that they are recipients of the Angie's List Super Service Award when, in fact, I have absolute proof that they are not and that they have been asked to comply with Angie's List's request to remove the brand violations where Angie's List has provided them multiple extensions, even though Mr. Rooter Corporation (Mr. Rooter LLC) removed the violations on their social networking sites immediately because they knew what they had done and what the repercussions could be if they ignored Angie's List's request.
In fact, Mr. Rooter of Pittsburgh did the same thing with the BBB logo; however, they removed that at the same time they removed the Angie's List logos off of their website after Angie's List contacted them about brand infringement. The only proof I thought I had of that was that my Mother and I both saw the BBB logo imbedded among other payment icons, unless there are other people who noticed that the BBB logo was on the website and then disappeared; however, communications on Rip Off Report between Mr. Rooter of Pittsburgh's media employee, Debra Santavicca who came to speak on Robert A. Beall's behalf, and resulted in Debra admitting to using the logo, in addition to admitting that they should have never posted the award.....Yet, they accuse me of defaming Bob's character. Their behavior and post below should make no sense to a logical person.
Yet, as of May 10, 2016....The interaction below still remains online....with pride and ignorance apparently.
Here is a tiny example of their unethical behavior:
The next blog post explains how I came to the conclusion that Mr. Rooter of Pittsburgh engaged in fraudulent misrepresentation, breach of contract, and bait and switch/deceptive sales tactics...
Mr. Rooter Plumbing and Owner Robert "Bob" A. Beall is reportedly the owner of the following locations:
Mr. Rooter of Pittsburgh