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Phone: (815) 727-0153 Fax: (815) 727-0784 View Additional Phone Numbers 126 S DesPlaines St, Joliet, IL 60436
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Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||3|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Licensing, Bonding or Registration
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Illinois Department of Public Health
122 S. Michigan Avenue, Chicago IL 60603
Phone Number: (312) 814-2608
Type of Entity
Business ManagementMr. Phillip Knippen, President
Plumbers Plumbers - Commercial Plumbing - Contractor Plumbing Drains & Sewer Cleaning Septic Tanks & Systems Contractors & Dealers Sewer Inspection Water Heaters - Repairing Water Main Contractors Water Leak Detection Water Heaters - Dealers Water Heater - Tankless Sewer Pipe Contractors-Water & Sewer Sump Pump Contractors Plumbing, Heating, and Air-Conditioning Contractors (NAICS: 238220)
Service AreaSouthwest Chicago Suburbs
Alternate Business NamesMajual Inc Mr Rooter Plumbing/Will County Mr. Rooter Plumbing Mr. Rooter Plumbing of Will County
THIS LOCATION IS NOT BBB ACCREDITED
126 S DesPlaines St
Joliet, IL 60436 Directions
THIS LOCATION IS NOT BBB ACCREDITED
P.O. Box 2175
Joliet, IL 60434
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Additional Phone Numbers
- (630) 759-2394(Phone)
- (708) 709-0701(Phone)
- (815) 727-0784 (Fax)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Back in 2013, I had Mr. Rooter come out to give us an estimate on having a toliet replaced. While the salesperson was there, he told us our water was pretty bad, even with the current water softener that we currently had. We're on a well, so we know our water isn't great, with a lot of rust. But he said if they installed a new water softener it would be able to handle all the rust. And because we had water cooler, he also said that he could install a faucet with a filter that would clean our tap water so we wouldn't have to spend money on bottle water, saying the savings there would then pretty much pay for the cost of the new softener. Well, without doing any research or looking into his claims, we bought it all, about $6000 worth. Needless to say, that was a big mistake on my part. But we still have a lot of rust in our water, so his claim that it was going to fix all of that was incorrect. Then they financed the bill, which means the montly bill I'm paying, most of that goes for the financing charges, meaing I'm going to be paying for this for a long time unless I come up with the money to pay the bill off. Right after they installed this extra faucet in our sink for the filtered drinking water, I told them I didn't think it was hooked up right because the faucet would get really hot and the water coming out would be hot as well. They said it was fine and it would be okay. I mentioned this to them at least on two other occasions but they assured me it was fine. In May of 2014, the water coming out of the filter was not looking too 'filtered' with something looking like an clear oily liquid on the top of the water. So when I called them on it, once again explaining about the hot water, then they finally said that something wasn't right because it shouldn't be hot. As it turned out, they had hooked up the hot water side by mistake. But even after telling them right from the beginning, they said it was fine, and ignored my comments. Turns out I was right from the beginning. Now when they came out to address the problem with the water, they said it would need a new filter which was going to cost $300! At no point during his initial sales pitch on this filter and faucet, did he mention the cost of the filters, which need to be replaced about once a year. So all of this savings he was talking about was complete garbage. Fast forward to this month, when this faucet they insalled starts to leak water from the top. When they came out to give us an estimate to fix it, they said it would be $265. This is for a faucet that they just put in 2 years ago and it already needs to be replaced and at that price. Needless to say I did not have fix it and expressed my thoughts that this whole thing was a scam right from the beginning. Shame on me for buying into it. I sent the company's corporate office an email regarding my complaint and was told someone from the local office would be calling me. Never heard from anybody. Emailed the corporate office again telling them I haven't heard from anybody, and haven't heard back from them either.
Desired Settlement: Not sure what they could actually do to fix this. I don't trust them coming into my house again and surely don't trust whatever they would tell me. I just know that I'll be paying for this stupid water softener that isn't doing anything better than our old one, which they told me it would. Plus with this faucet, I am going to have to pay to get it fixed by somemone I trust at my own expense.
Business Response: Initial Business Response /* (1000, 5, 2015/06/24) */ Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: *******@sbcglobal.net Mr. ****** called back another Mr.Rooter franchise and they were not going to warranty another franchises work. When I received this I sent my technician out. He replaced the faucet, he replaced the filters and he put in a customer supplied kitchen faucet unrelated to any of the problems at no charge. He retested the water and everything is working correctly. Mr. ****** is a valued customer at Mr. Rooter, and once we found out about this, we rectified the situation immediately. All has been corrected and customer was satisfied with the technicians work. Initial Consumer Rebuttal /* (2000, 7, 2015/06/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I thought I had already added a response to their work, but I don't see it. But the original Mr. Rooter did come out and went above and beyond what they were required to do to make sure I was satisfied with the work they did. The technician was very apologetic about the issues we had had but was determined to make things right. Nice to see this kind of customer service still exists. I just wish I would have called them first instead of the other Mr. Rooter. I know now this time.
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Complaint: Through the website for mr. Rooter, I had a sewage pump installed by one of their ****** branch on October 13,2014. I had bought the pump from local store and needed them to install it. I had paid $517.00 for their services. Less than two weeks after the installation, the pump did not work and the sewage started to leak from the pit. I called them and notify them that they need to come and see what the problem is. The guy was rude and had an attitude. He refused to address the issue that evening, leaving us with smelly situation to say the least.Next morning, he called and said that I have no warranty as I had supplied the pump. In order for him to come,he will charge $300.00 as it is the pump issue. I asked him, how can he determine that it is the pump and not the installation issue. I think it is not only a shady business practices but also to gouge the public and extract more money . His refusal to address the bio-hazard situation, forced me to hire a reputable company to fix the problem. The new plumbing company had to reinstall the pump correctly and fix the faulty installation done by Mr. Rooter and associates. I have a copy of the proof stating that it was installed I would like you to have them reverse the charge for $517 as I had to hire another plumber to fix the faulty installation and their refusal to fix their work in a timely fashion.I have they stop abusing the public and stand behind their shoddy work ethics.Sincerely,***** ******
Desired Settlement: DesiredSettlementID: Refund An apology with reversing of the charge of $517
Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ Contact Name and Title: **** ******* Contact Phone: XXX-XXX-XXXX Contact Email: *******@sbcglobal.net We installed a customer supplied pump on October 13,2014. Customer called us back two weeks later and told us the pump was not working. We informed customer that we would come out immediately, but if the pump was bad, there would be a charge because it wasn't our pump. If it was an installation problem there would be NO Charge. Customer didn't think he should be charged anything and told us he would get back to us. When he didn't, my office manager tried on three different occasions to contact him and left messages. My operations manager also tried to contact him on numerous occasions and left messages. Customer never got back to us. When we finally reached the customer, he said he had gotten someone else. Customer never gave us a chance to correct the problem. Customer also disputed credit card charges with his credit card company. **** K. Owner Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */ 11/13/14 Not only they installed the pump incorrectly, they have chosen total lies to cover their@@@. I stand by the statements they had made. I was forced to call another plumbing company to fix their faulty installation only after their refusal to honor their work. They had openly stated that I had no warranty and it is due to the faulty new pump I had supplied. Their employee openly told me that there will be another charge for them to come out. They must have divine qualities that they concurred over the phone lines that it is the pump and not their faulty installation. LOL. Final Business Response /* (4000, 9, 2014/11/18) */ Mr Rooter Plumbing never had the opportunity to correct any problems if there were any. We offered to come out. We informed him of the two scenarios and he chose to get someone else. We have a signed invoice of him approving the work was done. I have not received payment because he disputed the charges with his credit card company. Mr Rooter Plumbing has been in business for over 10 years with an A rating from the BBB. We stand by our work and we warranty our work as well. **** K Owner
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Complaint: had a $99 service plan add to bill. Not told the cost of plan. Account_Number: 73499
Desired Settlement: DesiredSettlementID: Refund I want the $99, back.
Business Response: Initial Business Response /* (1000, 5, 2014/06/16) */*Contact Name and Title: **** *******/ President*Contact Phone: XXX-XXX-XXXX*Contact Email: *******@sbcglobal.net*Mr. **** ******* was gladly refunded the $99 for a discounted service plan and all was satisfied with the customer. The complaint has been addressed.**Initial Consumer Rebuttal /* (2000, 7, 2014/06/18) */*(The consumer indicated he/she ACCEPTED the response from the business.)*I am sorry that your office has not rec'd a reply*sooner. **I have recently talk with the party, recently.**They were not happy I call your office.**Rude to me. Actually said I owe them money and **insulted me with initially the contact.**Well I take people at their word.**I heard 729. Charged 829.**Thank you.**The first place I looked for a plumber was this **web site. **Thank You again,*******ps Mr Rooter has not gave me the money back.**Let you know then they do.****** ****Consumer Response /* (2000, 12, 2014/06/19) */*Have rec'd payment.**Thank You.******