I contacted Mr Rooter DFW initially on Saturday, June 19th because a leak coming from my attic was discovered running out, onto my patio. Since the discovery of the leak, and my call to their office, I was promised that a plumber would be out to my home and that a call would be made to me prior to their arrival. I waited by the phone all afternoon, with the assumption that at some point that day, a plumber would arrive. At 5:40 I finally received a call back, the rep indicated that he was not able to get a plumber out that evening, but someone would call and be out first thing the next morning. I never heard from anyone Sunday morning, so I called at 12:08 and the rep indicated that she was trying to get someone out and again, she would call when they were on their way. I even indicated that I knew it was Father's Day, but was unsure if my problem could wait, so asked if she thought someone would definitely be there that day. She said yes, and therefore, I did not try to contact another plumber. Then, at 5:40 again, I received a call stating that she was sorry, but only 2 plumbers were working and she could not get anyone out Sunday either. Monday morning at 7:51 I received a call that a plumber could be out within the hour. The tech and his partner arrived close to 9:00 am and I showed them where the water was leaking from, explained that the floor in the bathroom felt hot to the touch, and that I hear running water in the shower. They asked where the attic was and came back down indicating that I needed:

1. Upper and Lower Thermostats
2. New Upper and Lower Elements
3. New T & P Valve
4. An Expansion Tank
5. 3 new ball valves

Now, after talking to many other plumbers, and building inspectors, I found out that everything was replaced except a new water heater tank…I specifically asked the technicians after they showed me the HUGE estimate, if it would be cheaper to just replace my hot water heater, and they said 'NO', definitely not. However, in calling around I find that, that was again untrue. 50 gallon tank and installation in my attic could have been done for $6-$700.00. Also, I found out that I absolutely did NOT need an expansion tank. It is disheartening that items are sold to the unknowing, that are absolutely NOT NEEDED!

The tech and his partner arrived at my home, even after picking up parts, with no cooler and nothing to drink. They drank about 15 bottles ouy whf water of mine, and unfortunately I only had 2 chilled. This is, I'm sure one of the reasons the senior tech got lightheaded and fell over. The men should carry a cooler with refreshments to every job!
They also did not wear booties, which I'm guessing are required since they all came into my home with booties over their shoes on Wednesday. The tech fell over in my attic from being lightheaded, he busted through the ceiling in my bedroom and bathroom and promised that the drywall guy would be out that day. They stated, the good news is ' Your water problem is fixed though'. The guy who fell, went outside to sit in the truck and call his boss and I showed his partner that I was still hearing water running behind the shower. He took a look and then brought the senior tech in to look/listen. He indicated that he had to go to the doctor, and I asked again about the running water. He stated he spoke to his boss, and that he would be out to take a look and again stated that a drywall guy would be out that day and they verified that I would be home the remainder of the afternoon.
At 6:25, Monday evening, again I received a call asking when she could schedule the drywall guy. I advised her that I was told he would be out that day and she said, "well, he's a friend of a plumber and can only get out there when he can.' I told her that I do work, but that I would be home Wednesday afternoon, after 12:30. She indicated that she would schedule him for then and have him call me. Until yesterday I had not heard from any drywall person.

I woke up Tuesday morning, took a shower and realized that the Hot water was coming out of the Cold faucet and visa versa. I again called at 7:45 am and told the lady about my continued water issue. She said she would have someone out and I advised that I was heading to work, but I would be home after 12:30 on Wednesday for both the drywall and plumber to come out. I then spoke to a couple other plumbers, as well as the town building inspector who indicated that most residential homes, and NONE in Copper Canyon have or NEED an Expansion Tank. They also indicated when I told them what was replaced, that I was ripped off based on what I was charged and what was done, or the lack thereof. I called back after finding out this information and advised that I needed a supervisor to call me back. A field sup called me back, very defensively, stating that he called the town of Highland Village…..and, I advised him, I do not live in Highland Village. Not sure why he would call them…….
He stated that he would be out Wednesday afternoon to look at the continued leak and the reversed water lines.

Wednesday, they again arrived. This time placing their booties on each time (VERY MUCH NOT like their first visit!!), and came back from the attic indicating that the water had been corrected and fixed and explained that he was refunding me for the Expansion Tank. I felt this was not enough of a resolution to the run around I had received, especially since my nightmare was not over! He called in the credit and I advised him I still was not satisfied, the work was not complete and I was not going to sign anything. Water is STILL running behind my shower….and, I attempted to take a shower that morning and both the HOT and COLD was scalding water. I then went outside only to notice that I NOW have water seeping out from under my home…….

I have turned the water to my house off to prevent any further damage. In the meantime, I called and spoke to the corporate office. I explained my issue, and then at 12:00 received a call from another supervisor who indicated that he just heard about my situation. He stated that the senior tech that was out here was off that day and that he could do nothing without talking to him. I advised him that he should also speak to his partner, maybe separately, because he heard all conversations and my complaints and concern about the running water behind my wall. He advised that nothing can be done until tomorrow, even though, I can not go to the bathroom, take a shower, or go to work based on this issue.

This has been a nightmare!!!