When emergencies call, Mr. Rooter is ready to answer.
When Wendy Sloane of Aurora, Ontario called Mr. Rooter Plumbing on February 6 because her cat, Patches, had gone missing during a bathroom renovation, she had no idea what it would take to find her beloved pet.
“I called the Mr. Rooter office to ask for help in finding my cat, Patches, who had gone missing. I was sure she had gotten stuck between the floor boards,” said Sloane. After checking with the manager, Elizabeth Macas, the customer service representative, (CSR) called back to say she could send someone out with a camera. Even though it wasn’t a plumbing problem, but rather a very worried cat owner, the staff where sure they could be of assistance.
Stephen Hughes, a Mr. Rooter technician, arrived within the hour and after the initial rundown began the search. Using a camera, he scoured through the house three times, going as far as putting holes in her ceiling and walls. Despite that fact, Ms. Sloane was very thankful to Mr. Rooter Plumbing for going above and beyond the call of duty as they searched. The customer was very relieved for the support, although she was now left with holes in her drywall.
Derek Moreland, President of Mr. Rooter Plumbing reached out to Peter Sandica, President of Rainbow International to ask if they would undertake the restoration of the drywall in Ms. Sloane’s home.
“This was a very unusual circumstance,” said Mr. Moreland. “We own three dogs and we understand that pets are family. In her distress Ms. Sloane said she didn’t care if we had to take her whole house apart. However, in the end, we know it does matter to people when holes are left in their ceiling and walls and we want to help find a way to restore her home. When I reached out to Rainbow restoration, Peter Sandica was most willing to help do that.”
“Helping with this kind of special circumstance gives us the opportunity to uphold our company Code of Values,” said Rainbow’s, Peter Sandica. “Our customer focus mandates that we make our best effort to understand and appreciate the customer’s needs in every situation. Not only can we do this restoration but we will have fun in the process because we are treating someone as we would want to be treated.”
Patches the cat was eventually found behind lattice under the deck. “I again want to thank the Mr. Rooter Plumbing Technician, Stephen, as well as Elizabeth, on dispatch, for their kindness and dedication to going above and beyond!!!” stated the relieved customer. “From myself and Patches, thank you from the bottom of my heart!!!”
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