I was having problems with my water heater and was told that they would send a plumber right over. In less than 30 minutes Trent Horne was at my house and quickly diagnosed the issue. He changed out the water heater efficiently, was very professional and did an excellent job for me.
Posted: 6/26/2014 • Link to this review
Thank you for leaving us a review based on your experience with us. At Coolray/Mr. Plumber we always quote our work up front before any work is completed so that our customers will know exactly what the charge will be before we begin. Additionally, when the work is completed, we request a signature stating that the work has been completed to your satisfaction, both seen on your invoice. We have found that by quoting before the job is started, our customers will never be surprised at the end of the job because everything has been addressed up front. We work very hard to be a company that meets your needs 24 hours, 7 days a week and are able to schedule your call within the same day. When we send our licensed and certified plumber to your home, they arrive with a fully stocked truck and represents a company who is licensed and insured. We have tried to contact you with a resolution and hope you have found this satisfactory. If for some reason you are still unhappy, please let us know. Thank you.
I was very pleased with this company from start to finish. They responded promptly to my online request for their "$93 or free" drain-clearing option. The phone representative explained the deal clearly and politely. The technician provided an ID when he arrived. Most importantly, he was able to clear a very stubborn clog that I had tried to fix on my own through every tool available at the hardware store. The cost was $93 and he didn't pull any bait-and-switch tactics. Everything was exactly as advertised. It has been several months and the drain is still clear. Great experience overall.
Posted: 6/07/2013 • Link to this review
Called Mr. Plumber on a Saturday night over a holiday weekend and they were at my house at 10AM Sunday morning. Mike Olah was great to work with - very personable and professional. He had our issue resolved in no time. Great job!
Posted: 5/28/2013 • Link to this review
We called Mr. Plumber to unclog a drain. The plumber did just that, even though it was an extra $100 to go from the roof. While there, he offered to unclog the washing machine drain for an extra $93 (or free if it couldn't be done). Instead, he ended up getting his cable stuck and giving us a $500 estimate to replace the pipes to get it out. Second plumber they sent could do nothing as well. Other plumbing companies said the mistake was obvious and the cable should never have been used for the type of job. We took the pipe apart ourselves, but the bow the original guy put in the cable end won't allow the last part to come out of our 2" pipe (see pictures). Never got a response when I called to speak with a supervisor. We are very disappointed in this company and their lack of cooperation to help right THEIR error! Spent an entire day of backbreaking work to try to fix it ourselves and STILL the problem is not resolved. We are worse off now than we were before the technician came out.
Posted: 1/21/2013 • Last edited: 9/07/2013 • Link to this review
I've used Mr. Plumber (now Coolray) a couple of times. The first was an emergency situation, and not knowing any better I used them to repair a leak. Over $600 for two hours work, and I had to supply the parts (shower valve). The second time we hired them for a duct-cleaning contract, which is not worth the money they charge. Third time I called them just to get an estimate on a small project, and they wanted to charge me $49 just to come to give an estimate, even though I'm an existing customer! I was able to convince them to waive the charge, but their estimate for the project was over $825. The other 3 estimates were $225 or less, and the project actually cost me $175. These guys are salesmen dressed as plumbers, they spend more time trying to upsell than fixing things. I will never use them again.
Posted: 1/07/2013 • Last edited: 9/07/2013 • Link to this review
My daughter had the water heater thermostat still under warranty go out. Set price labor for about an hour was $383, but she didn't know any better. With 2 little ones at home she was anxious to get it fixed. I was out of town and someone told her they just heard a radio ad for Mr. plumber so that's who she called. I was out of town but when I got back I called my plumber for an estimate. $139. Total including visit. I see the company responses to complaints about the outrageous prices and how the people agreed to them, not having any idea what a good price was, so what's the problem?Arrogance and greed in my book. We are talking outrageous, not moderate price issues, and the customers not knowing any better doesn't make it right.
Posted: 7/23/2012 • Link to this review
Thank you for taking the time to post about your experience. Whether its good or bad, we want to know how our customers feel we are doing. Pricing is always a hard issue to deal with. I apologize if you feel our previous responses about pricing have been "arrogant". They definitely weren't supposed to come across that way. Nor are we "greedy". We are a large company that only employs licensed technicians and delivers 24 hour emergency service, and regular service until at least 9:00pm. We don't say we do -we actually do it. Being able to have licensed technicians available day and night and the office staff to support it costs us a lot of money.We function just like every other business. Our prices are reflective of our overhead. I don't want to sound like I/we don't care. We most certainly do, but there is no way we can offer and backup all the benefits we offer to our customers, without certain things that cost us money. We would love to be able to charge what some smaller companies do, but then we couldn't provide the service that we do. We present the price up front - if the customer wants to shop around-that's fine-we don't take it personally. Our pricing is competitive with other companies our size. It is up to the customer if they think all the service that comes with our prices are worth it to them or not. Our responsibility to the customer is to let them know the price WE can do a job for up front and let them decide whether or not to proceed. I don't know of any company that tells there customers that they could probably get it done cheaper by a smaller company or a guy that's a jack of all trades that has no overhead. That can be said for pretty much every service company. Please understand I mean this in the nicest possible way- I don't know how else to say it. We really do appreciate your daughters business and wish you felt differently about her decision to call us. Please call me if you would like to discuss this further, or you have any questions or anything I can help you with. Anne McLaughlin - customer relations manager Coolray/Mr.Plumber 770-421-8400.
We really appreciate that you took the time to post about your experience with us. Ken McGuire has been with us for a long time and is a very professional plumber. We are really fortunate that he chooses to work with us. Please call us if you need us and we will do everything we can to make you glad you called Mr. Plumber/Coolray.
I have used them twice (for a new pressure regulator and a new water heater) and they were very skilled and helpful. I usually call them first, but for small jobs like replacing a leaking fitting, their large competitors did the work for half the cost and similar quality. Even though the prices were on the high side, they weren't completely outrageous like another plumber I had gotten quotes from.
Posted: 11/08/2011 • Link to this review
We really appreciate you taking the time to post. I understand what you are saying about our pricing. The fact is we are higher than some, and less than some. Because of our decision to make customer service our number one priority, we decided to keep our office open until midnight every day of the week. This insures a quicker response from us and getting a tech out quicker. However, this costs extra money. We decided to stock our trucks with more parts to cut down on or totally cut out the customers wait time on a part install. This cost extra money. We pay for technicians to take classes to keep up with the newest tools of our trade. This takes extra money. I am elaborating because I want you to know that although our prices are higher than some, there is a valid reason. Knowing that we charge more, puts more pressure on us to have the customer see the VALUE in using us. To be honest I do the same thing as you do but with my mechanic. If I just need a tune up or oil change I'll use a less expensive place for that. But when there is a big problem with my car -there is only 1 guy I trust. Yes he is more expensive, but I've learned the hard way less isnt always better! Seems like you may have learned that at some point as well. Thank you so much for your business. You have a great day!
Before you commit to the service, beware. A repair that should have cost on the high end with a master plumber in the neighborhood of $250 cost me over $700 and that was after the 10% online booking. My mistake was that understanding the quote was a not to exceed. The complexity of the problem could have been much worse than it was so I expected a much lower charge. The hourly rate was well north of $300. The plumber was courteous, the job got done and the clean up was within reason. This was not an emergency call. The repair was done during normal business hours. I contacted several executives with the company. Requested a review of the pricing. Received a terse reply back from a "customer service" manager that praised the quality of the company and services and trucks and... She used a poor analogy comparing the inflated cost of the services with a "quality" company to eating steak from a buffet versus Chris Ruth's Steakhouse. There are numerous reviews in this site discussing the inflated pricing from Mr. Plumber. There are plenty of quality "steak houses" to choose from and what ever you decide, at least you know what to expect before you order ... not so with Mr. Plumber.
Posted: 9/01/2011 • Link to this review
Thank you so much for taking the time to post about your experiences with us. I apologize that you are not happy with the pricing. I also feel badly that you thought my email was "terse". I tried to explain the best I could why are prices are more than some. Basically said-our overhead is more than smaller companies. As far as the steakhouse comparison- I apologize if you thought that was a bad example. The plumbing manager once explained it similarly to me and it helped me to understand our pricing by flat rate book. What I was trying to explain was that when you look at a restaurant menu, everything to bring that meal to your table is included in the price. From transproting the food there through the waiter that brings it to your table-you look at the menu and thats it. Our flat rate pricing is the same way. Every cost associated with getting a tech to a call is figured in and the price is given to you before doing any work. At that time you have the option to say yes go ahead or no I'll check around. So I am confused as to why your saying " buyer beware". I looked up the proposal for the work we did for you and it says verbatim "Estimate to replace shower drain and trap 786.00-10% online booking =707.00." This was signed by you or someone on site BEFORE we did any work. So I don't understand what we did wrong. Or why you feel like"you didnt get what you ordered."We told you the price for what needed to be done and we did exactly that. I also in my email to you told you of several ways you could save money when using our services. We are sorry you feel this way after using us, but other than you not liking our price after the work was done and we solved the problem, we really can't see where we could've done anything different. Thank you again for your business and taking the time to let us know how you felt-have a great day!
Thank you for taking the time to post. We are truly blessed to have Allen work here. Not only is he a great plumber, but he is one of the nicest guys I have ever worked with. We appreciate your business. Have a great day!
Thank you so much for taking the time to post. Mike is a great guy and has lots of plumbing experience. We try 100% of the time to represent our companies with true professionalism and respect to all of our customers. We aren't at 100% yet but we will get there!Our customers taking the time to let us know how we did for them also helps, be it good or bad. We really appreciate your business. Have a great day!
Thank you so much for taking the time to post. Since we are not the lowest priced company in the area, we try very hard to focus on quality and customer satisfaction to make sure we are worth what we charge. Thank you so much for letting us know we are reaching that goal!!Have a great day.
Mr. Plumber came today to replace a toilet. The Tech was in and out in less than an hr. which included unboxing the new toilet. I had everything needed to install so nothing extra was used. I have no issue with the installation itself but felt it was very overpriced since the price was essentially for labor and taking the old toilet away. Install cost more than the toilet. My fault for assuming since I am a Coolray customer and feel they are very reasonably priced. Not so with Mr. Plumber as this was not an emergency call.
Posted: 7/19/2011 • Last edited: 6/04/2012 • Link to this review
Thank you for taking the time to post of your experience with us. One of our policies is that all of our pricing is up front, so there are no surprises when the job is done. Did the plumber not quote you the price before he did the work? Please feel free to call me regarding this issue if you like. I want you to be happy with what we did, plus I want to make sure the call was handled as it should have been. Thank you so much for your business, have a great day! Anne M. customer relations manager Cooray/Mr.Plumber 770-421-8400.