BBB Accredited Business since
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Residential & Commercial, Plumbing & Drain Cleaning, Leak Detection, Hot Water Heaters, Garbage Disposals, Plumbing Fixtures, Water & Gas Lines, Water Filteration Systems. Water Jetting, Video Inspection, Root removal, Sanitary, Storm & Septic, PM Programs Drain Field Restoration. 24/7, Warranty Vendor, No Extra Charge for Nights, Holidays or Weekends.
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A BBB Accredited Business since
BBB has determined that Rooter Express LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Rooter Express LLC include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 1 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||1|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Ken Bryson, Partner Ms. Lisa Jones, Office Manager Mr. Philip Venema, Partner
Plumbers Plumbing Drains & Sewer Cleaning Septic Tanks & Systems Cleaning Sewer Cleaning Equipment & Supplies
Method(s) of PaymentCash, Checks, Mastercard, Discover, Amex, Visa
4741 New Jesup Hwy
Brunswick, GA 31520 (912) 265-0800 (912) 634-5150 Directions
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BBB Complaint Process
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Additional Phone Numbers
- (912) 634-5150(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
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Problems with Product/Service
Read Complaint Details
Complaint: On Dec 30, 2013, Rooter Express, LLC was contacted to have my septic system drain field jetted and video inspected per their web advertisement. The quote was $465 for the jetting of the drain field. On Jan 20, 2014, Mr. ******* (GA License #M*******) returned to conduct the jetting. He stated he gave his video camera to another plumber, but caled to have a system delivered. Upon inspection, the tank was filled and his next step was to jet the system. He returned to his truck, pulled an airline off the side, started a compressor, snaked a line about six feet and said, Thats not a good sign. At no time did Mr. ******* hook up a water line to the jetting system or place the jet into the actual drain field; a water hose remained spooled on its reel and no other source of water was observed. Mr. ******* said the septic system failed and stopped work. He loaded his truck and handed me an invoice for $465.00, which included jetting of the line to the field. When questioned why the charge for jetting, he quickly replied, You saw me jet the line! I discussed the failed system with the health dept and learned the jetting of this type of drain field is ineffective because of the large size of the chambers. Any honest tradesman should recognize when a process is futile and not try to perform unnecessary labor just to generate an invoice. On Jan 27, 2014, Rooter Express was phoned for an explanation. On Jan 28, 2014, **** called and claimed the jetting occurred and added the reason the camera inspection was not conducted was due to our specific drain field; Infiltrator chambers were never to be video inspected. **** was unable to explain why this wasnt mentioned during the quote, why Mr. ******* arrived at the job stating he was having a video camera delivered, or why jet a system which could not be inspected because of size. He added the jetting occurred because there was a water source on the truck and the line was inserted into the outlet of the tank. We offered to pay the fee for a service call, but **** stated no refund would occur. My complaints are several against this plumber and company; I have no issues with paying an appropriate fee for work conducted, but this felt like a bait and switch operation where the video inspection was not conducted and the quoted work was never completed. In addition, I feel Rooter Express and Mr. ******* have a professional responsibility to conduct business in an ethical manner.
Desired Settlement: A partial refund is due since the work quoted was never completed. The drain field was not jetted as promised and a video camera inspection was not conducted per their Internet advertisement. The purpose of the jetting was to clear out any potential drain field debris in an effor to restore system performance. This was not conducted yet Rooter Express billed for these services.
ROOTER EXPRESS RESPONSE:
ROOTER EXPRESS SUMMARY:
******L ******-SUPERVISOR AND *** ******* WILL VISIT CUSTOMER TO SHOW IN DETAIL OUR SYSTEM OF JETTING AND TO ANSWER ANY OTHER QUESTIONS THAT CUSTOMER MAY HAVE.
THIS REQUIRES 1 ADDITIONAL HOUR OF 2 MASTER PLUMBER’S TO ADDRESS CUSTOMER COMPLAINT. WE HAVE AUTHORIZED ******L ******-SUPERVISOR TO MAKE ANY NECESSARY ADJUSTMENTS HE DEEMS NECESSARY, HOWEVER BASED ON WHAT WE AGREED TO AND DONE OUR PERSONEL FOLLOWED PROCEDURE.
THE COUNTY IS IN THE PROCESS OF BEING CONTACTED; OUR REP WILL MEET WITH COUNTY TO ADDRESS THEIR STATEMENT OF OUR PLUMBER BEING INCOMPETENT AT JOB SITE. ALL OF OUR PLUMBERS ARE LICENSED MASTER PLUMBERS AND WE TAKE A PERSONAL OFFENSE TO THOSE STATEMENTS. WE WILL GET THE APPROPIATE ANSWERS AND WILL NOTIFY YOU WHEN COMPLETED.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I was pleased to meet with the company's co-owner, who offered a complete refund. He apologized for the way the way the service was billed and refused to accept a partial payment to cover any fees associated with the service. He added a customer's satisfaction was important and he hoped we would consider his compnay in the future. After our discussions, I would indeed use this business in the future.