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Mr Rooter of Pittsburgh

Phone: (412) 766-8372 Fax: (724) 776-0820 View Additional Phone Numbers 64 Progress Ave, Cranberry Twp, PA 16066 View Additional Email Addresses http://www.mrrooterpittsburgh.com/ View Additional Web Addresses


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BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that lowered the rating for Mr Rooter of Pittsburgh include:

  • 78 complaint(s) filed against business
  • Advertising issues found by BBB

Factors that raised the rating for Mr Rooter of Pittsburgh include:

  • Length of time business has been operating
  • Response to 78 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

78 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 2
Billing/Collection Issues 9
Delivery Issues 0
Guarantee/Warranty Issues 3
Problems with Product/Service 64
Total Closed Complaints 78

Customer Reviews Summary Read customer reviews

31 Customer Reviews on Mr Rooter of Pittsburgh
Customer Experience Total Customer Reviews
Positive Experience 26
Neutral Experience 1
Negative Experience 4
Total Customer Reviews 31

Additional Information

BBB file opened: September 22, 1993 Business started: 11/01/2000
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Pennsylvania Attorney General List of Registered Contractors
16th Floor, Strawberry Square, Harrisburg PA 17120
http://hicsearch.attorneygeneral.gov/
Phone Number: (888) 520-6680
Fax Number: 717-787-8242
The number is PA039292.

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Robert A Beall, President Ms. Carol A Beall, Vice President
Contact Information
Principal: Mr. Robert A Beall, President
Business Category

PLUMBING CONTRACTORS PIPE LINE CONTRACTORS

Alternate Business Names
Quik-Flo Sewer and Drain Clean
Industry Tips
Home Improvements - Plumbing Pennsylvania Home Improvement Consumer Protection Act

Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    64 Progress Ave

    Cranberry Twp, PA 16066 (724) 832-1045 (724) 776-2266 (724) 222-2568 (724) 776-2266 (724) 287-1311 (724) 863-1335 (877) 766-8372 (724) 553-3400 (724) 237-5926 (724) 266-9892 (724) 745-1980 (412) 322-7033 (412) 831-1178 (724) 590-9406 (412) 515-8300 (412) 766-8372

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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.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

8/25/2016 Billing/Collection Issues
8/3/2016 Problems with Product/Service
8/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm filing this complaint for my Father, who's 79 years old. On May 8th 2016 my Father was taken advantage of by Mr. Rooter Plumbing representative Brian V******* Tech # ***, phone number ###-###-####. My father called Mr Rooter due to a backed up drain in the laundry room sink. Mr. V****** came and after sending a camera into the drain told my Dad that the entire pipe was corroded and needed replaced. It would have to be dug up then backfilled and concrete. Asked for immediate payment to start the job and also scared my Father by telling him that the water would damage the entire foundation if not done asap. My Father gave him a check for $3,400. When Mr. Rooter returned he had another man with him that was supposed to be " An Insurance Expert", Tom A***. His business card said he's a Project Manager with ********* ****** ***********. They proceeded to tell my Father that "All of his pipes are corroded and needed replaced". At the tune of an additional $15,450.00! Then Mr. A*** told him he was in the insurance business for 20 years and that " Don't worry. Your insurance company will reimburse you for all or most of the money". And he went on to tell my Dad he'll help him with his insurer every step of the way. My Dad is borderline nursing home ready. He had no idea that normal wear and tear is NOT covered by home owners insurance. He gave them another check for the additional $15,450.00. He didn't tell me or my Step Brother until a week after the work was done. I'm an insurance Broker with 28 years experience and my Step Brother is a contractor specializing in electrical. I knew immediately that his home owners wouldn't pay one penny. My Step Brother called in 2 contractors and one said he would've charges 3 -4 thousand retail but for a friend around $800. The other said "around $3,500. Mr. Rooter never gave my Dad a receipt for the second check! Although it was cashed. And they only replaced the one pipe originally quoted at $3,400.

Desired Settlement: I want the $15,450 that was swindled from my Father returned to him. The job was shoddy at best. The subfloor they jackhammered up behind the bar was not replaced and the concrete job is uneven and doesn't even slope toward the drain in the floor.

Business Response:

To Whom It May Concern:

 

            This is in response to the Complaint, ID No. ********, filed on behalf of ******* ** **** with your office on July 8, 2016. 

 

            First, I am enclosing copies of the following documents:

 

a.       Invoice No. ***** dated May 8, 12016, which shows the work agreed upon, the price for the same and which contains the signature of ******* ****.  Please note as indicated by his signature, Mr. **** accepted the work performed and acknowledged satisfactory completion of the work;

 

b.      A Property Damage and Landscape Waiver signed by Mr. **** on May 8, 2016;

 

c.       An Emergency Work Authorization signed by Mr. **** on May 8, 2016; and

 

d.      A Waiver of Right to Cancel signed by Mr. **** on May 8, 2016.

 

A review of the Complaint, filed on behalf of Mr. **** by his son, shows that his Complaint focuses on conduct of Tom A***, a project manager with ********* ****** ************  Apparently, Mr. A*** made representations to Mr. **** that his insurance company would reimburse him for the agreed upon repairs.  Unfortunately, Mr. ****’s insurance company did not reimburse him. 

 

My review of the documents and narrative provided by Mr. ****’s son shows that Mr. Rooter did nothing wrong in connection with this consumer transaction.  Mr. ****, Sr. had a sewage backup at his house, agreed upon a scope of work, signed an appropriate emergency work authorization and then signed an acceptance of the work performed, acknowledging satisfactory completion and that his premises was left in a satisfactory condition. 

 

If Mr. **** has a complaint at all, it appears to be with representations made to him by Mr. A***.

  

In addition, please be advised that when dealing with customers who appear to be over the age of 65, Mr. Rooter’s representative always ask them whether or not there is anyone they need to consult with prior to making the decision to go ahead with any recommended work.  In this case, Mr. **** indicated he was capable of making the decision on his own and there was no one else he needed to consult with.  Based upon the statements made in the Complaint, Mr. **** did not see fit to even tell his sons about having the plumbing work done until a couple weeks after it was completed.  A review of the narrative does not indicate that Mr. ****, Sr. has any problem with anything done by Mr. Rooter.

 

Because all of the contracted for work was performed by Mr. Rooter and accepted by the consumer, we believe the Complaint has no merit and should be regarded as resolved.

 

If you have any questions or need any additional information, please do not hesitate to contact me. 

 

                                                                                    Very Truly Yours,

                     

                                                                                     Robert *. B**** (Owner Mr. Rooter Plumbing) 

 

 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.



Regards,

******* ****

6/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Call to Mr Rooter2 company for main drain back-up in basement. Tech said that the only service that would truly correct the drain back-up problem, was to get a hydro wash for $599.00 - which I declined. I only wanted what they had advertised in there coupon listing for $76.00 (advertised as UNCLOG ANY DRAIN - Drain cleaning). Tech used motor generated snake from truck to basement trap drain - which is 10 feet from the floor drain. He did not snake at the main floor drain as requested (and where the source of back up started)! In addition, he completed the process in less then 10 minutes. I know I'm not a plumber, however I had the same issue w/same drain 2 years ago (used a different company- and they went to the main drain to complete the unclogging process - and the complete process - was greater than 30 minutes [maybe Mr. Rooter has upgrade equipment ? But I feel that they were using the same as the previous company] --- in addition, prior service company completed the snaking (unclog) process from the outside drain). In my "opinion" Mr. Rooter did not do a through job, based on my previous experience! When presented with the bill there was an upsurge charge of $ 9.75, that was not listed any where in the hidden wording on the coupons - nor was I informed of this prior to starting the job. The fee is call a (TFS) "transport fee charge" ? I question what it was and why I needed to pay additional money (didn't get a good answer) ? The Tech also, informed me that what he did would not last ! WHO says that after they complete a service that is supposed to fix a problem? Not a big deal but the tech never introduced himself as well. I'm very dissatisfied with the service provided and the hidden costs associated with this job.

Desired Settlement: Refund for the hidden TFS charge (9.75)! And if my basement floods with in the next 90 days - I feel that an honorable company should return and complete the job as expected by standards of good faith, and backing up there services !

Business Response:

In good faith we are refunding the $9.75 as well as an additional $20.00 for any inconvenience this may have cause you.  (Please see attached check)  Also, we would like to inform you that your service does have a one year limited warranty with it.  If you have any additional issues please feel free to call the office and ask for Mr. B**** (the owner) or Mrs. K**** (his assistant).

 

Best Regards,

Mr. Rooter Plumbing

5/31/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: May 29, 2015 I signed a contract to repair a blocked sewer line. The work was done. They had to take down one section of fence to get access and was told they would put back up if they needed to take it down. I have called numerous times last summer and last fall. The last time I called, I did get a call back saying they would be out to do this before the weather got bad. I was told they would be out the end of the week, or the beginning of next. That was in November, 2015. I stayed home the end of the week and the middle of the following week waiting for them to come. No show, no call, nothing. They also broke the mounting pad under the a/c unit and was told they would replace that, which they never came back to do. My neighbors cannot believe that the fence is still down after almost a year. I clearly states on my contract that they would put back up. Since the mounting pad was broken, the A/C unit is not level any more. I have never in my life had a service done where they never made it right. I had to pay all the money up front, which I am still paying for and will be for some time.

Business Response:

We at Mr. Rooter apologize for the inconvenience this situation has caused you.  Since this situation; we have replaced our manager who should have taken care of this for you.  We will be more than happy to correct the situation in regards to your fence as well as your air conditioning mount. 

Our new manager Paul E**** has left 2 voicemails for you and will call again today 5/16/16.  Also, if you prefer to contract him directly his cell phone number is ###-###-####.

Best Regards,

Mr. Rooter Plumbing

5/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hired mr. rooter to do simple drain cleaning after being on job 30 mins and not running snake properly and running water with snake something I know as i use to help snake sewrs for a plumber when I was a young man . Claimed he could not open sewer line wanted $4200 to open floor and fix sewer. we hired a different plumber they came out and with in 45 minutes had sewer line open .charged us $150.00 which included specail enzyme to keep line open.

Desired Settlement: would like refund of money for not opening sewer line and for them to discontinueshady practices.

Business Response:

We at Mr. Rooter Plumbing apologizes for any inconveniences this has caused Mr. *********.  Mr. Rooter Plumbing promises a "100% Satisfaction Guarantee."   Unfortunately, Mr. ********* never gave us an opportunity to send another technician out free of charge to correct the situation.  Therefore in good faith; Mr. Rooter Plumbing agrees to reimburse Mr. ********* the full amount he paid for services $85.75.  Please see attached a copy of check # *****

 

Best Regards,

Mr. Rooter Plumbing

4/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Had a clogged sewer drain . Wanted to know what problem was before I had service done . With a camera so if it was broken pipes I wouldn't waste money on the service . Was told I got a free camera with service . When guy showed up no camera . Said that was another techs job . So now even though I told them I wanted to know first no camera . Tech used the high pressure water . Start to finish 20 minutes work . 704 dollars . That is highway robbery. They had that in mind the whole time . And they offer 95 dollar sewer cleaning on their add . It's the same thing .

Desired Settlement: Lower the price . Talked to some plumbers said I was stupid for paying that . Would have done it for less than 250 .

Business Response:

Mr. ******** claim that a camera technician did not appear at the job is false. Technician 337 C********* was on site with a camera. Upon inspection he realized that the line was impassable and needed a high pressure hydroscrub. Technician C********* informed Mr. ******* of the price prior to ordering the hydro scrub and Mr. ******* agreed to the price. We waived the $95 drain cleaning fee and did not charge for a camera. Technican C********* called dispatch and technician R****** 536 arrived at the residence and opened the sewer line with the hydroscrub. Mr. Rooter fulfilled the contract at the agreed upon price and have all of the paperwork to show this. We will not refund any money as we did the job we were contracted to do. We at Mr. Rooter consider this complaint closed.

Best Regards,

Mr. Rooter Plumbing

3/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mr. Rooter fixed our outdoor trap in 2013. We are now in the process of selling our house and a dye test was completed as required by the township. We failed the dye test because the air vent in our driveway for the outdoor trap is not elevated 1" above the drive. This may allow water to enter the air vent and infiltrate the sewage system. We were told that Mr. Rooter should have been aware of the appropriate way to install the vent. We have tried to contact Mr. Rooter several times. Each time we are told that a manager needs to address this issue and a manager is never available. If this is not resolved it could prevent the sale of our residence. Another plumber who is not Mr. Rooter has quoted us $450 to correct this issue.

Desired Settlement: I would like Mr. Rooter to repair the air vent correctly. I would like a manager to speak with me regarding this issue. It they are not willing to fix the issue than I would like them to pay the cost of having another plumber complete the work.

Business Response:

Mr. Rooter Plumbing apologies for any inconvenience.  Since this complaint has been filed Mr. Rooter Plumbing has sent a technician out and this issue has been resolved.  We at Mr. Rooter Plumbing feel this complaint has been resolved and consider it closed.

 

Best Regards,

Mr. Rooter Plumbing

3/1/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My basement sewer was backing up and I needed someone to snake the line asap so I called Mr Rooter Pittsburgh. When the tech first came on Jan 20, 2016, he claimed that the snake would not go into the sewer line and they needed to dig up about 10 feet of the basement at the drain for a cost of $3550. He said he needed the whole amount paid up front and had me sign a waiver of right to cancel. Because I thought it was an emergency, I agreed to those terms. The next day, Jan 21st, the tech said the sewer line was still not clear and sewage was still backing up and that I needed to pay an additional $12,000 to dig up the rest of my basement to replace the sewer pipe. It was then that I remembered that I had purchased sewer line and plumbing protection thru my water company. I called the insurance company, ******** ***** *********, who sent their plumber to my property on Jan 22nd. ***** ******** ******* snaked my sewer line (despite Mr Rooter's claim that their snake wouldn't go thru) and said that my line was now clear and there is no need for further pipe replacement. Mr Rooter showed me a video they claim was of my sewer line which was filled with cloudy and bubbly liquid. Because I was getting conflicting reports from Mr Rooter and ***** ********, my insurance company agreed to send another plumber, *** ******** to video the sewer line for the insurance companies review. On Jan 26th *** ******** videoed the line and advised that the sewer was clear with no backup or buildup. The insurance company also reviewed the video and they advised the same that my sewer line was in good shape. All while this was happening I discovered the 77 complaints on the BBB site against Mr. Rooter, a lawsuit filed by the Ohio Atty General which names the Cranberry Twp business as one of their defendants and many civil filings against this company in Allegheny County PA including one which just settled in the fall of 2015 and names the same Mr Rooter tech as the one who tried to scam me for $12K! I called Brian B********, manager of Mr Rooter and advised him of all of the above and that I would like all or most of my money back because I feel the initial work for $3550 was unnecessary when ***** ******** was able to snake and clear the line. I also advised him that his company almost scammed me out of $12K for unnecessary work as proven by the video. He offered to give me $250 back but when I went on to say that I had already been in touch with the Ohio Atty General and planned to file complaints with the PA Atty General and the BBB, he took back his offer. He said that the company changed owners 8 months ago and that "we don't do that anymore" to which I said 'you just tried to scam me out of $12K!" In addition to getting my $3550 back, I would like to see this company sanctioned for the harm they've done and continue to do to consumers in Ohio and PA.

Desired Settlement: Refund $3550.00, the cost of unnecessary work.

Business Response:

John’s plumbing snaked the line after we replaced the initial 10 feet of pipe. We have video showing damage to the terra cotta pipe that was replaced by us.  I feel that having the second opinion of a plumber after we replaced the damaged line is irrelevant as they were not a witness to the initial damage nor have they seen the video. I feel that the $3550 was fair and journeyman plumber Earl M**** diagnosed the situation properly. When Mr. ****** said that he filed his complaint I stated that I would not refund his money as he wanted a full refund. I do not feel that a full or even partial refund is deserved as we fulfilled our contract to the T.  It is the practice of Mr. Rooter plumbing to recommend the best solution for our customers. The video inspection revealed that the additional 40 feet of pipe is old terra cotta and has breakages throughout. Overtime roots will grow into this pipe and the risk of collapse will increase due to age and it is still our recommendation to have the rest of the pipe replaced. We at Mr. Rooter feel this complaint is closed.

 

Best Regards,

Mr. Rooter Plumbing

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Response:
The work in Mr. Rooter’s initial invoice for $3550 was performed but I doubt that it was even necessary.
Mr. Rooter never showed me video or any evidence of the initial damage they claim was to the 10 feet of terra cotta pipe that was replaced by their subcontractors.  Only later did they show me video of cloudy, bubbly liquid that they claimed was of the additional 40 feet that their tech wanted to replace at the cost of $12,000.  The second plumber's video IS very relevant because it was reviewed by the independent plumber and the insurance company's team and revealed NO breakage in the line that Mr. Rooter claims.   The insurance company and their plumbers both indicated that the 40 feet of pipe is in good shape.  I'm lucky I only got scammed for $3550 and not the $12,000 the tech wanted me to pay for unnecessary work. 
 
I don't think it's any coincidence that this company has received so many complaints on the BBB site, on Allegheny County’s civil docket, on social media and is under investigation by the Attorney General’s Office in Ohio and PA.  Trust me, no one in my social network will ever call Mr. Rooter again.  The public needs to do a little checking before selecting a plumber.  Just Google ‘Mr Rooter Pittsburgh complaints”.  I would encourage anyone who has had unsatisfactory dealings with this company to file complaints.  I'm hoping that Mr. Rooter’s unfair and deceptive practices are adjudicated by the Attorney General's Office in Ohio and Pennsylvania.

Regards,

****** ******

 

2/26/2016 Problems with Product/Service
2/26/2016 Problems with Product/Service
1/12/2016 Problems with Product/Service
12/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Mr. Rooter to install laundry hook ups. They showed up on the scheduled date to give us an estimate. We paid them and arranged for them to return the next day to install them. The man shows up completely unprepared to do the job even though it was the same man that did the estimate. So we scheduled for him to come back two days later. He returned on the scheduled date and installed the hook ups. He also explained to us that we had a one year warranty. When we put our washer and dryer in we realized they did not put the standard fittings on that we had asked of them. We called them that night and they said they would send someone out the next day. At this point they have rescheduled with us on 4 different occasions. I've contacted them and they are no longer answering my emails. After the 4th reschedule, I had to go out and spend more money and time buying the parts and having my husband fix their mistake. Not to mention the time wasted sitting around waiting on them when it doesn't seem like they had any intention on helping us.

Business Response:

We at Mr. Rooter Plumbing in good faith are giving the customer a full refund of $427.31.  Please see a copy of the attached refund check.  We at Mr. Rooter Plumbing consider this complaint closed.

 

Best Regards,

Mr. Rooter Plumbing

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The water/sewage problem that Mr. Rooter stated I had was misdiagnosed. I was changed $6,650.00 to repair pipes and was assured the issue was corrected. The work was not done properly and I continued to have water in my basement. The company came out again and then determined that the problem was my outside sewage line and it would cost me another $6,620.00 to fix properly. I declined and stated that I wanted my money back. I pointed out the problems with the first work that still had to be fixed and I questioned whether or not the workers were qualified. The Mr. Rooter rep admitted that they probably didn't know what they were doing. This rep also stated that he talked to his manager and my money would be refunded. I have tried to contact Mr. Rooter and have gotten no response. I did file a complaint on-line with Mr. Rooter and have left messages to return my calls. I have had to find a new contractor to not only fix the real problem but to also fix Mr. Rooters mistakes. Mr. Rooter required the entire amount before starting any repairs. The check was cashed and cleared in 3 days.

Desired Settlement: I want my original $6,650.00 returned. I will need it to pay the new contractor. I am retired and on a fixed income.

Business Response: Our service manager Bryan B******** has contacted the customer.  Mr. Rooter in good faith is issuing a full refund for this customer.  Once the customer receives the refund check; we at Mr. Rooter will consider this complaint closed.


Best Regards,
Mr. Rooter Plumbing

Consumer Response: 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. 

Regards,

****** *****

Business Response: We at Mr. Rooter apologize for the delay.  We do not cut check everyday however, your check is in the mail.  Please see the attached copy of the check which was mailed.  We at Mr. Rooter Plumbing consider this complaint closed.

Best Regards,
Mr. Rooter Plumbing

10/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a plugged main drain and called Mr. Rooter. He put a motorized snake in the access hole in the driveway. The snake had a slightly pointed metal cap on the end, and he ran it down to the bottom of the trap as hard as it would go. He then grabbed a hammer and pounded on it about 4 or 5 times until it loosened up. He repeated this process several times and told us the pipe had separated and he couldn’t get the snake through. He couldn’t get the drain unplugged. He said it would cost us $6500.00 to dig up and replace the trap. Luckily, we were smart enough to get another plumber and a second opinion. The second plumber snaked the drain using a spiral end on the snake, he also used a camera to see what the problem was. He had some trouble getting the snake through the trap, and pumped out the water to take a look. What he found was shocking. It was one-half of an old fresh air vent from the top of a pipe. Someone (we highly suspect it was the Mr. Rooter technician) had found this in an old bldg., cut it in half and dropped it down into the trap to make SURE the drain was clogged. He also found a hole in the pipe that was caused by Mr. Rooter . The pipe was still clogged, so the plumber continued to use the spiral ended snake and the clog quickly got unclogged. This plumber charged us $200 total for the snaking and camera work. He told us our sewer was in fine shape. Bottom line is DO NOT hire Mr, Rooter to do anything. If you do, please get a second opinion before letting him dig up your pipes. And the people who did fall for his scam need to form a class-action lawsuit against them.

Desired Settlement: Stop unethical business practices.

Business Response: Our service manager Bryan ********* spoke to our technician in regards to this job.  Our technician claims he provided a service with the customer's best interest in mind.  At no point did he drop anything into the trap.  (Keeping in mind this statement was made by a competitor.)  We at Mr. Rooter would like to amend any negative feelings towards our company.  Unfortunately, we need the customer to enlighten us on how to do so.  Please let us know a resolution to change your view of our company. We do not feel our business practices were unethical therefore we don't know how to resolve this situation.  Please advise. 

Best Regards,
Mr. Rooter Plumbing

9/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had facet repaired. Paid $350.00. Need to have them return three times because work not done properly. Last technician to repair faucet said I should have had new one installed from beginning. Then I was told I had to pay an extra $480.00 on top of $350.00 to have new one that should have been installed originally. They wanted double payment that should have been initiated from the beginning

Desired Settlement: Replacement of new faucet at no extra charge..... they shafted me. They Want double payment

Business Response: Mr. Rooter Plumbing's Sales and Service Manger has reached an agreement with Ms. ****** ******  In good faith Mr. Rooter Plumbing has agreed to reimburse Ms. Wiles $359.00.  Once she receives this check this complaint will be closed.

Best Regards,
*****

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had called Mr Rooter for backed up drain in my laundry room,on the floor. The technician worked from the outside and said the problem was corrected. The following week I had the same problem. After waiting most of the day the same tech. arrived. first I was told the line was cracked, then he said he could do a power wash for around $800.00. When I said no, I would have someone else look at the job, he told me to call the office for a refund. I have called many times only to be told it would be turned over to management. Still nothing was resolved I was given a reference number (*****). I am still waiting. The date of service was 4/13/2015. Everytime I call I am given the same reponse, it will be given to management. I would like to receive my refund of $98.75

Desired Settlement: I would like to receive my refund of $98.75

Business Response: Mr. B******** our Sales & Service manger has spoke to Ms. ***** on the phone.  After the phone conversation we at Mr. Rooter Plumbing in good faith have refunded Ms. ***** the full amount in which she asked for.  Please see attached copy of the check.  On behalf of all of us at Mr. Rooter Plumbing we consider this complain closed.

Best Regards,
Mr. Rooter Plumbing

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was threatened by the technician that he was going to kick my door in if I didn't pay them for a service not completed. The technician also said "HE KNOWS WHERE I LIVE" Whats that mean. Im calling the police I think for terroristic threats. Do not do business with this company. Very rude technicians and the price I was quoted on the phone was not the price the tech gave me when he arrived. The coupon I had was for $89.00 and was reqouted for $110.00 when he came with easy access to the spot needed treated and work unfinished.

Desired Settlement: I wish Mr Rooter to be notified that there technician did this so they do not try this with others.

Business Response: We at Mr. Rooter apologize for the manner in which our technician acted.  He has since been reprimanded.  Our manger Brian has discussed this with you and we hope you will not use the actions of one technician influence your complete view of our company as a whole.  We at Mr. Rooter consider this complaint closed and hope you will as well.

Best Regards,

Mr. Rooter Plumbing

Consumer Response:
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. 

Regards,

***** *****

8/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On March 18 and following the company repaired, replaced and relined our sewer system house trap and pipe to the main line. To do this a large hole was made in our driveway. This was filled with gravel and we wee told that the driveway would be repaired with concrete " in the Spring, when the weather is warmer". It is now mid July and calls and emails requesting that this be done have not been returned. We have paid the requested amount via Discover card in full on the understanding that the work would be completed. Since the payment has cleared their response has been non - existent. We are trying to work around other work that must be done in the home but can not get a schedule with which to plan.

Business Response: Unfortunately, due to an extended amount of rainy weather we were unable to complete the concrete work on a more timely basis.  However, the concrete work at this location has been completed since this complaint was filed.  Therefore, on behalf of all of us at Mr. Rooter we consider this complaint resolved.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Contrary to our  wishes the work was done while we were out of the city, and during a time when asbestos abatement required that we not be present.  We were given absolutely no notification of their intent to come on the date ( unknown) or we would have explained that they could well impede the plans  of several sub contactors and the project itself. 

The concrete was not mixed with any aggregate to match the  driveway in any way.  The house trap, which we were warned numerous times by their agent was completely clogged with gravel.  And upon arriving home we home, we eventually found the source of the sound of running water and low water pressure in our home.  The workers had used the hose in the backyard and left it running , probably for several days.

I would at least expect a thorough inspection of the work done to  make sure that the trap we paid so much for  is not too clogged to be of use.  We would like to know what type of guarantee is given for the durability of the concrete patch. And  we await our month's water bill with some trepidation and may wish to request some redress on this issue later.


Regards,

***** *******

Business Response: Unfortunately, this type of work requires more critical scheduling; meaning it can only be completed when the weather is going to cooperate.  Mr. Rooter attempted to contact the customer several times and was unsuccessful.  Since the work which needed to be completed did not require entry of the home and it was already agreed upon; Mr. Rooter took advantage of the weather while it was cooperating.  

Mr. Rooter never used any hose at the house.  In fact our technicians brought water with them to use.  

We at Mr. Rooter would be more than happy to come out and do a through inspection of the work completed on the trap.  Please fee free to call the office and set up a time at your convenience.  We have a lifetime guarantee on the pipe installed by Mr. Rooter however, there is no guarantee on the concrete patch.  We at Mr. Rooter look forward to hearing from you and we will consider this complaint closed.


Best Regards,

Mr. Rooter Plumbing

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** *******

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1/16/14 Sewage backup in basement Mr. Rooter came. Old terra cotta in basement collapsed. Replaced all sewage pipes in basement for $9770. Paid in full2/28/14 Sewage backup basement. Mr Rooter came with camera, blocked outside in yard. They did not check after work was done inside to see if pipes were clear. Terra cotta collapsed outside, will replace with all new to alley $12,091. Paid In full3/29/14 Backup in basement, Mr Rooter came and jetted clogged pipe, clear5/13/14 Backup in basement, Mr. rooter Jetter man came and cleared.5/15/14 Tech. *** came with camera found clogged at bottom of yard by cleanout pipe. He said it wasn't in alley so they would repair it.After "numerous" phone calls, could not get anyone out to look at it. The message was that I was on the list to be seen but no one came. I kept track of every phone call, date, time and who I talked to and what they said. I had no more problems until 2/26/15 Sewers were backed up in basement. Mr Rooter came and cleaned out blockage with Jetter and said they would call me from office the next week. I kept calling them until I talked to ***** Excavation manager on 3/12/15. He and a camera man came and said blockage was in alley and contract did not cover that far. Would cost more to fix it. I got second and third opinion. An Excavation company fixed it for $1500. During excavation they found that blockage was not in alley, but was about 5 foot before alley in an old terra cotta clean out pipe and trap that was collapsed. This should have all been taken out by Mr. Rooter. Instead they put the new pipe inside this old collapsed one and let it end there. (I have photos) This work was all done by one young man with no other help. Mr. Rooter did not check after job was done to see if it was draining correctly. My contract read "from back of porch to Alley" They should have fixed this properly and I shouldn't have had any problems for over a year.

Desired Settlement: I would like the $1500 that It cost to repair the problem that should have been covered by the contract. I have pictures.

Business Response: Mr. Rooter has fulfilled it's pipe repair through contract.  We returned on 3/12/15.  The issue was beyond the alley.  We at Mr. Rooter do not feel it is worth disputing over five feet of pipe.  Therefore, we will refund the customer $1500.00 within 30 days.

We at Mr. Rooter consider this complaint resolved and closed.

Thank you,

Mr. Rooter Plumbijng

Consumer Response: 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. 

Regards,

***** *****

7/14/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Mr Rooter was supposed to clear a clog in the drain of our toilet. They stated they had to break the toilet to get at the clog then they had to replace the toilet, then they had to replace the water shut off valve, then they had to replace the pipe flange to fix the problem. This took 5 hours, When they left it was supposed to be fixed, The next morning after flushing the toilet the water backed up and came through the ceiling in the kitchen, soaking the plaster, the cabinets, stove, floor and cabinet contents. When Mr Rooter was called they said they would send someone out ASAP, 4 hours later the same plumbers that caused the problem returned and ran a snake down the pipe again to clear the blockage. ***** **** the plumber admitted they used the wrong parts to fix it the first time and said that it was their fault. As he was leaving he said they worked with a disaster recovery firm and he would have them contact us about repairing the damage. To date no one has contacted us even after several e-mails.

Desired Settlement: Because the original repair was not correct and caused more damage we would like the cost of the repair refunded and them to reimburse us for the damage done

Business Response:

 

 

I want to let you know that one of our Manager ***** ********* has spoken to Mr. ***** and we are currently working with him to repair damages to his celling.

Mr. ***** is forwarding us a few quotes he received for the repairs. Mr. ********* is going to review these quotes and we are going to work with Mr. ***** to make sure that these repairs are done.

 

Please let me know if there is anything else I need to do to update our records with the BBB.

 

Thank you,

 

***** *********

Administrative Assistant

Mr. Rooter Plumbing

###-###-####

Consumer Response:

After a phone call from Mr. ***** ********* of Mr. Rooter requesting estimates of the damage be e-mailed to him on November 6.  I have done so and I have not had any contact with Mr. Rooter and no response to the estimates.  To date there has been no effort by Mr. Rooter to resolve this matter.

 

 

Business Response:

Complaint ID: *******

Dear Mr. Davis,

Mr. Rooter always strives for complete customer satisfaction. The below response is in regards to your complaint filed with the BBB.

If you have had the repairs made to your ceiling; please send us a copy of the invoice. After we receive your invoice and verify the damaged was caused by Mr. Rooter we will reimburse you for the full amount of the cost of repairs as well as the amount Mr. Rooter charged for services rendered.

Once an invoice is forwarded to Mr. Rooter and a refund is made; all of us at Mr. Rooter Plumbing will consider this matter resolved.

Best Regards,
****** ** *****

Business Response: Mr. ******

As stated in our previous letter to you; Mr. Rooter in good faith has mailed a check #**** to you in the amount of $650.00.  

On behalf of all of us at Mr. Rooter we consider this matter resolved.

Thank you,

Mr. Rooter Plumbing  

7/7/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We paid $404 for a leaky faucet and it is still leaking. We contacted Mr Rooter the day after the work was done. Their plumber came out the next day and said the faucet would take a half hour to stop dripping each time we used it and it should have been replaced not rebuilt. I called them a week later and said it was still leaking. I made an appointment between 10 am and 12 pm and told them we had to leave at 4 pm. They called and said they would be out by 3:35. This problem is not resolved and the faucet continues to drip.

Business Response: In good faith; Mr. Rooter will refund *** ********* $404.00.  It is check # ****.  On behalf of all of us at Mr. Rooter Plumbing we have appreciated your business and hope this clears up any negative feelings you may have.  We consider this complaint resolved. 


Consumer Response: 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. 

Regards,

**** *********

6/18/2015 Problems with Product/Service | Complaint Details Unavailable
6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/5/14 water was backing up in my basement, I called Mr. Rooter and was told by *** ****** that I needed a new septic system due to the gray line being bad. On 12/6/14, Mr. ****** came to my house to discuss financing the job, he called and talked to the finance dept, he did all of the talking, he secured the loan for $10,862.00, which I was told that it would be interest free for 60 months through ** *******, after receiving the 1st bill I realized that this was not the case. The loan was actually through ********* **** and the credit card that was sent to me can only be used with Mr. Rooter. I tried to rectify this with Mr. Rooter and ********* ****, I have yet to get a response. On 12/8/14 Mr. Rooter started the job which was stated that it would be done within a week, which did not happen. Due to weather conditions, I was told that in the spring they would come back to finish by cutting the risers down flesh with the yard, remove the rock that they used to make a make shift road to get the tank into the yard, replace my mailbox that they broke and to fill and level the yard so that I could plant grass. After several attempts to contact Mr. Rooter to get an estimated date for this to take place, I keep getting the run around. We called on 04/13/15 and spoke to **** who told us that we would hear from them within the week to set up a date, they never called back, so I called Mr. ****** on 04/22/15 and was told that he would talk to the clean up crew and call me back, as of today I have yet to hear from them. The front yard is an eyesore and I would like to have it completed so that I can plant grass. I feel that it would be unfair for me to have to pay another company to come and finish the job that I am already paying for.

Desired Settlement: I would like the risers and pipes cut down, especially the one with duct tape on it, the rock removed from my yard, my yard leveled so that I can plant grass, my mailbox replaced and installed. I would like all interest that I have paid to be refunded and the terms that I was told to be honored. In addition if I need to hire another company to complete all of the above, I then want refunded in its entirety for that.

Business Response: ********* **** took over *** *******.  The 60 month interest free is between ********* **** and the customer.  ********* **** has a 60 month interest free plan that requires a monthly payment.  The explanation of the payments would be included in the contract the customer signed.

We started the job during the winter as the customer states.  Spring has arrived, adjustments to risers have been made, proper caps were put on.  A total job clean up was completed.  The yard was leveled and rocks have been removed.  Several communications between the Underground Utility Specialist Team and the customer has been made.  As of this date all requests have been completed.  

We at Mr. Rooter consider this complaint resolved and closed.

Thank you,

Mr. Rooter Plumbing

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

ID# ******** Dear Ms. *******,

Thank you for your prompt response for the above ID number. After filing my complaint, Mr. Rooter did in fact come to my house without notice to complete my front yard. Unfortunately, the risers were cut very low before completely leveling the yard and I now have a noticeable void in my front yard, to a point where my neighbor asked me who messed up my yard. After the second attempt, my mailbox has been replaced to my satisfaction. As far as the financing is concerned 1 never received a copy of the contract, I did however call ********* **** and ask them to send me a copy. I recently paid this debt in full but would like reimbursed for the interest that I paid in the amount of $344.93 from ********* ****. I paid a lot of money for a service that I did not get and have been fighting for since January of this year.

Respectfully,

Robert Nesmith

Business Response: Please see attached check being sent today and consider this matter closed on behalf of BBB and Mr. Rooter Plumbing

*** *****

6/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6/15/2014, I was having a problem with my main sewer line backing up. I called this company to come out and clear the clogged drain. The technician offered an up sell to hydro scrub the sewer line for $800.00. I declined. The sewer backed up again on 8/30/2014 and again on 9/1/2014. They came out both days under warranty to clear the line. The lead Underground Utility Specialist, **** ******** came and told me that to properly camera inspect the sewer line it would need to be hydro scrubbed. He, **** insisted that the only way to know for sure was to clean the line even though the camera can see if it was not cleaned. I asked if they were going to scrub the entire system and camera the whole system for that amount; **** said yes. On 9/7/2014 a technician came and hydro scrubbed only the drain that was backing up. In the process he left a mess in the laundry room floor. He the technician did not clean up the mess he made and the tenant called me at which point I had to clean up a black water mess. The next day 9/8/2014, **** ******** came with his camera to look and report where my problem was to be. He attempted to camera the fresh air vent and had to have the hydro jet clean the vent as he could not get through. Once that was completed, **** placed the camera in the vent and told me that the problem was a collapsed section of pipe outside the residence about 10 down which I marked. He, **** said that he was 10,000 % correct that my problem was where he said. I asked for a quote to do the repairs. I was given a verbal quote of $6,600.00! I declined their service for repair as I felt I was being taken advantage of. They then offered to do the repair for $6,000.00. I still declined. On 9/9/2014, I called 811 as required to check for any hidden utilities. I lifted the paver stone walkway up to uncover in the exact spot that **** said I had my problem the clean out for the sewer line. On 9/10/2014 ******* ***** ********* came out with their main sewer line drawing and informed me that the main was only 7 to 8 feet down. I proceeded to dig down to see if anything obvious was present. At just over 1 and a half feet I found the vent line. This was the line that they used to camera for finding my problem. I called **** ******** back to advise him of what I found and asked him to come back and re-camera as the two depths did not match. He, **** said that he would. When I did not hear back from him I called back the following day 9/11//2014, and **** said that since I had started to dig the hole that they were no longer accountable. A machine was rented and the hole was dug to just over six feet. It was there that the sewer line was found; not at the ten foot **** and there was no damage to the sewer pipe what so ever. I even sent a picture to Mr. **** ********; he did not respond. I believe that they defrauded me with their claim of where and what my problem was. There is no way that the house line would be lower than the main sewer line. I am asking for damages in the amount of $1,300.00 for the reimbursement of their fee, the cost to rent a machine and to repair the lawn and sidewalk.

Desired Settlement: I believe that they defrauded me with their claim of where and what my problem was. There is no way that the house line would be lower than the main sewer line. I am asking for damages in the amount of $1,300.00 for the reimbursement of their fee, the cost to rent a machine and to repair the lawn and sidewalk.

Business Response: Mr. *****,


In response to your complaint, we would like to address the following:

  • The misleading depth of pipe information; please refer to invoice ******. As stated on the invoice, we left an estimate to do work. An estimate means an approximate or an about, not an exact. Mr. Rooter never charged for camera line locating. All discussion of pipe line depth were verbal and estimations. If homeowner chose to rent equipment and disturb earth on his property, it is his personal obligation to restore property. 
  • In accordance with invoice ******* the line was hydroscrubbed and flow was restored to the line. 
  • In accordance with invoice ******, we came back and restored flow to clogged line a second time under warranty at no charge to the customer.

Homeowner declined additional service to have Mr. Rooter replace the line. Therefore, Mr. Rooter is not responsible for any further damage that the homeowner personally caused to his property.

If there is anything further that we can assist you with in this matter, please let us know.

Thank you,
Mr. Rooter Plumbing

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 October 4, 2014

Ms. J**** ****** ******* Better Business Bureau Case #********
Response to rebuttal from Mr. Rooter. (Respondent is unidentified)

I am in possession of 4 service orders. The first one dated June 15th, 2014, #****** stating "main line cabled in laundry. Main line open after water test. Approx 30' line opened." An additional line item was added offering to "hydro scrub main line @ 4500 PS1 to free sludge. EST. $800.00" I paid $95.00 for this service call. Additionally this invoice states a one year warranty.

The second call was August 30th, 2014 stating "cable through floor drain, second time here in 2 months, void warranty. Told landlord need to be hydro scrubbed. This time the cost is $895.00." So much for the warranty. Service order # ******

Third call September 1st, 2014.2 days after the previous call. I have no receipt for this visit. The sewer line in the laundry room was once again cabled. The lead Underground Utility Specialist, Mr. **** ******** was also here. He told me that to properly camera inspect the sewer line it would need to be hydro scrubbed. He, **** insisted that the only way to know for sure was to clean the line even though the camera can see if it was not cleaned. I asked if they were going to scrub the entire system and camera the whole system for that amount; **** said yes. They did not do this!

On 9/7/2014 a technician came and hydro scrubbed only the drain that was backing up. In the process he left a mess in the laundry room floor. He the technician did not clean up the mess he made and the tenant called me at which point I had to clean up a black water mess. This invoice # ******* States "Hyrdoscrub unit lb floor drain in laundry room. Soft clog pushed thru- heard jet in fresh air. **** set up for camera 9-8. Warranted for 3 years. This invoice was paid with via MasterCard.

September 8th, 2014 Invoice # ******. Now there is no warranty! Recall jet w/ camera FOUND BREAK IN LINE.

My conversations with Mr. **** ******** were real. Clearly there was a problem in the sewer line as stated on their receipts. As to the response by the Mr. Rooter Company, I am not in possession of an invoice # ******, I have no estimate with that number. I now understand how this company works. By not putting all conversations in writing, they can and do deny that they ever happened. The discussions that I had were to permanently resolve an ongoing sewer line back up issue. By their own invoice they say FOUND BREAK IN LINE". This is why I called them. The equipment used provides very accurate

information via a monitor and sonar tracer. When in use, they know where the camera head is and how deep below ground it is. There was no additional charge for the camera as it was agreed to and included in the price of the hydro scrubbing. This too was a verbal agreement that I had with Mr. **** ********.

Mr. ******** is attempting to down play what was found and what was said. Why would I hire a company to repair a sewer line based on a guess? Yes, I declined their offer to do the repair. Who would pay such an exorbitant fee for this service? The fee verbally quoted was first $6,600.00, then lowered to $6,000.00. Yes, I did rent a machine to dig a hole in the exact location that they, Mr. Rooter Plumbing verbally and with I am 10,000% sure verbal guarantee said that is where my problem was. If I signed off on their verbal offer is that not where they would have dug? No damage was done to my property by digging down to fix an alleged pipe failure. The sewer pipe was only at a 6' depth as the main sewer line is between 7 and 8 feet; as confirmed by the ******* ***** *********.

On September 12th, 20141 sent Mr. ******** a picture text message showing that the sewer line was in fact unbroken, intact and in fact not the problem. It is now my belief that had I given the ok to do the repair, that they would have dug down and right into the sewer line causing a failure. They would have then replaced the line, and filled the hole. Only to have the same problem reoccur somewhere else in the line.

I also want to say that I did not just dig a hole. I hired another plumbing company to examine the sewer line, re-camera the system and find this ongoing problem. They in fact did find a problem with in the apartment its self and found nothing wrong with the location that Mr. Rooter Plumbing said it was, regardless of the depth.

Attached are photos showing the sewer line exposed with no damage. A diagram from ******* ***** ********* showing the main lateral line that my sewer line would feed into at 7-8' in depth. It is my belief that this company is not a reputable one based on the actions.

As per Mr. Rooters invoices, on the second page, they offer a Limited Warranty. It says that they will; repair, replace, recleaning or REFUND of customers money. In this case that would be the right thing to do.

Business Response: Dear Mr. ******

In response to your letter, I would like to address the following issues:

-Your cabled drain will have a 1 year warranty until the 1 year has expired. There is nothing that will change regarding this, unless further work is needed outside of just cabling the drain

-When an invoice is created for a second job that is covered under warranty for a specific task, the second invoice will say "no warranty" or "void warranty" if further work is sold (in your case, hydroscrub) because the hydroscrub is a more valued service, both financially and plumbing-wise, and the hydroscrub comes with a 3 year warranty, to supersede the one year warranty on the cable. From a plumbing standpoint, hydroscrub treatments are much more effective than a simple cable, therefore, you receive a longer, more valued warranty with one.

-According to the notes in our system and verbiage on the invoice, the hydroscrub and camera were completed in the sewer line of the residence, which is what you agreed upon through your signatures on invoices.

-In regards to the "black water mess" that was left on your floor, you signed on the "100% Satisfaction Signature" that you "acknowledge satisfactory completion of the above work and that the premises has been left in satisfactory condition." 

-As for the warranty on the hydroscrub, the same applies as does for a cable; the warranty was not voided, it was simply remaining on the initial job and not restarted from the second.

-In regards to any verbal guarantees or discussions, we do not have the ability to confirm nor deny anything that was discussed and/or anything that was not written and signed.

-In accordance to the "Limited Service Warranty" that you refer to on our invoices, please note that "repair, replacement, [and] recleaning" are listed before "refund." These options must be completed prior to issuing a refund. If there is an issue with the work, we would first attempt a repair or a recleaning (in your case, to re-hydroscrub the line). However, according to invoice ******, our technician noted "soft clog pushed through, heard jet in fresh air" stating that the line had opened, fresh air had been reached, and flow was restored. In this case, the hydroscrub treatment did precisely what is is supposed to do (opened the line to fresh air), and this would not qualify for a refund under our policies nor under the "Limited Service Warranty."

If there is anything further that we can assist you with, explain to you, or do for you, Mr. *****, please let us know. We hope that this brings a greater understanding.

Thank you,
Mr. Rooter Plumbing

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Friday, November 21, 2014 Ms. ***** ****** ******* Case # ********
As per your letter of 11/18/2014, this matter is not settled. Nothing has been resolved. This matter is not closed and should not posted and or addressed as such.

Mr. Rooter was hired to find a reoccurring problem. They were to advise me as to what was wrong and where. The problem was not where they said it was. When I addressed this with them, they deny the purpose of the call. Mr. Rooter oniy talks about they cabled and hydro-jetted a single line. They completely ignore the fact that they put a camera in the outside vent line to find and tell me that! had a broken pipe. He, **** showed me a picture of a broken pipe and said that was where my problem was. Why does he not address this direct question?

DO NOT MARK THIS MATTER CLOSED OR RESOLVED, IT IS NOT.
Sincerely,

Mr. **** *****

Business Response: Mr. ******

I am sure that **** has provided camera services and we at Mr. Rooter do not deny putting a camera in your line. Where our miscommunication and discrepancy lies is the fact that Mr. Rooter Plumbing provided an estimate. There was NO CHARGE for the FREE camera that we put inside the line. There was NO CHARGE for the FREE location, if there was a location. Both of these services, if performed, were done as a verbal estimate. If the homeowner, Mr. *****, chose to dig his line or hire another plumbing company to hire his line, we at Mr. Rooter are not responsible. There has been NO CHARGE for this service. All camera service was done in estimate, verbal format. If Mr. ***** chose to use our estimate at his own free will to initiate any work in his home, Mr. ***** has done so by his own choice and is not the responsibility of Mr. Rooter Plumbing. If we were to camera and locate line in preparation to repair a sewer, proper color of spray paint ****s would have been performed in the area proposed to dig, contracts would have been signed, and the Pennsylvania PA One system would have been notified. None of these have been performed by Mr. Rooter. 

In response to the most recent complaint, it is implied that we will not address his direct question as to why he called Mr. Rooter Plumbing. In response to this complaint, Mr. Rooter does acknowledge that Mr. ***** called for a sewer problem. We also will acknowledge that Mr. ***** requested preparation services for potential repair or replacement. At that time, We did quote a price to excavate on his property and Mr. ***** denied those additional services. Therefore, Mr. Rooter Plumbing is not responsible for any personal exploratory excavation that took place on Mr. *****'s property. 

In the previous complaints, Mr. ***** initially stated that he personally rented equipment and dug his own line, and later on stated that he did not do that, that another plumbing company was hired to complete the plumbing problems. In conclusion, Mr. ***** has never paid for a camera service and has never paid for a location service. A verbal estimate was spoken of, therefore, no responsibility lies with Mr. Rooter Plumbing.

Thank you,
Mr. Rooter Plumbing

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Friday, December 05, 2014 Ms. ***** ****** ******* Better Business Bureau Case #********

This is and will he my final response. This matter is not and has not been settled. The facts are that I contacted Mr. Rooter Plumbing to diagnose a plumbing problem. I also asked them for a cost to do a repair once they had advised me of the problem. They, Mr. Rooter Plumbing have finally admitted that they in fact placed a camera in my sewer line. They did this because that is what they were contracted to do! Why else would they do it? He, **** ******** showed me a picture of a broken pipe. He **** ******** verbally and physically indicated to me where my problem was. Why on earth would he give me a quote to do a repair verbal or otherwise if there was no problem? Again look at their invoice # ******, from 9/8/2014stating FOUND BREAK IN LINE!

It is quite clear to me and the many other unhappy customers who have been misled by his company's unethical practices. Why else would they have an F rating with the Better Business Bureau? I have been left with no choice but to file with the local Magistrate.

 

Unhappily yours,

**** *****

Business Response:

Complaint ID: ********
Dear Mr. *****,

Mr. Rooter always strives for complete customer satisfaction. The below response is in regards to your complaint filed with the BBB.
Please provide us with proof of an invoice that Mr. Rooter has ever done a camera and location service at your residence and we will refund the full requested amount of $1,300.00.
On behalf of all of us at Mr. Rooter Plumbing we consider this matter resolved and we are asking the Better Business Bureau to do the same.

Best Regards,
****** ** *****

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Better Business Bureau

Case # ********

Hello Ms. *******.

I am in receipt of your letter and that from Mr. Rooter Plumbing. I am providing to you once again copies of invoices #'s ******, dated 9/7/2014 and #******, dated 9/8/2014.

As previously stated, Mr. Rooter did in fact camera and locate a "break in line" as so written on their invoice; as well as did place a camera in my sewer line for this purpose.

So this matter is not resolved. I would like it if Mr. Rooter would refund to me $1,300.00. This would then resolve the matter.

 

Regards,

**** *****

Business Response: Mr. *****,

As per our conversations, please see an attached copy of the check that is also in the mail to you.  Once this check is received we will consider this complaint resolved and we also ask that you as well as the BBB do as well.

Thank you,

Mr. Rooter Plumbing


6/15/2015 Problems with Product/Service
6/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Family had to call Mr. Rooter because we had (2) problem toilets.On July 24, 2013, An Agent for Mr. Rooter came and done extensive work. The total cost was $3,595.10. They promise to apply a discount and send us a detail list of the work that was done, but they never followed up on their promise!The work that was done left our basement leaking. A family member called The telephone number several times since July 25th, 2013, and two girls answered and said that management would call back however, no call and no one came back to look at the leak in our basement. There was no leaks before the work was done now there is an extreme leak and the basement is full of mildew because of the leak caused by the defective work of Mr. Rooter's Agent.It is unacceptable that customer service treats paying customer the way Mr. Rooter has treated our family. No one calls back or explain why they basement is leaking after they done this work and one of the toilets that an Agent of Mr. Rooter was supposed to fix still is not working correctly. Still will not flush sometimes. We paid $3594.10 and one of the toilets still don't work correctly.

Desired Settlement: The document we signed indicated 100% satisfaction. With this leaking basement I am not satisfied!I want a refund or they need to come and fix the leaks that they left!

Business Response:

Two of the Mr. Rooter Plumbing Managers ******* customer service manager and **** ******* Service Manager have called and left messages for Mr. *****.

We would like to visit the property and fix the issues he is having, we are currently waiting for Mr. ***** to return our call to find when would be best to make the necessary repairs.

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 If they called me I never received any calls. No messages were left for me from this company.  If they cannot reach me they can contact us at ###-###-#### and talk with ****** ***** about the time they can come.

 In anticipation of your prompt attention, thank you for your cooperation.

 

Respectfully submitted,

"Without Prejudice"

 

Business Response:

Complaint ID: *******

Dear Mr. *****,

Mr. Rooter always strives for complete customer satisfaction. The below response is in regards to your complaint filed with the BBB. .

We at Mr. Rooter requested to have an opportunity to come to your home to complete work. Unfortunately, you have not given us the opportunity. If you would like to contact us please feel free to personally email me at *******************
On behalf of all of us at Mr. Rooter Plumbing we consider this matter resolved.

Best Regards,
****** ** *****

6/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had a back-up in the basement and I was out of town. My wife called Mr Rooter and they came and jackhammered the floor and took out a sink and piping from the kitchen sink. While this was happening the sewer authority came out and told my wife that they did not need to jack hammer the floor to get their camera into the outside line. All they had to do was to go to the other side of the basement to another drain. They jack hammered out a Y-Pipe Connector and one portion of the Y did not go to anything. They thought it was blocked so they unnecessarily jack hammered the floor. My wife told them to stop what they were doing. They charged my wife's credit card $2006.08 and we have a large hole in the basement floor and are unable to use the sink or washer/dryer. I travel a lot and do not have time to repair their mess. They took advantage of my wife while I was in *********** and could not fully understand the magnitude of the problem. I called and the person in charge was rude and hung up on me. I am willing to pay $200 for their time, but that is extremely generous. What they did is borderline criminal and they need to rectify this as soon as possible. Thank you. **

Desired Settlement: I would like them to come back and clean up their mess and refund my wife's credit card so I can engage a professional company to rectify the problems Mr. Rooter caused in our basement.

Business Response:

I HAVE ATTACHED THE SIGNED INVOICES FROM THE JOB. ALSO THE LETTER I SENT TO THE LESLIE AFTER THEY CANCLED THE JOB.

THE CUSTOMER KNEW THE SCOPE OF WORK BEFOR WE STARTED SHE SIGNED ALL PAPER WORK, THEN CANCELED THE NEXT DAY. WE ONLY CHARGED HER FOR THE WORK WE DID

IF THEY WOULD LIKE US TO COME BACK IT WOULD BE THE ORIGINAL CHRGE OF $3,800.00 TO COMPLETE WHAT WAS ON THE CONTRACT.

WE WILL NNOT BE COMING BACK FOR FREE AND THERE WILL BE NO REFUND TO THE CUSTOMER !!!

 

THANK YOU

 

***** *********

Consumer Response:

Better Business Bureau: 

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

Taking advantage of a woman who is home alone and under duress is not an acceptable way of doing business.  My next step is to take this unethical business practice before the local Magistrate…… *** 

Regards,

******* ******

 

 

Business Response:

 

Complaint ID: *******
Dear Mr. *******

Mr. Rooter always strives for complete customer satisfaction. The below response is in regards to your complaint filed with the BBB.
We at Mr. Rooter have carefully reviewed all of the entire file on this situation. It is our belief our diagnosis was proper and nothing was done unethical. When Mr. Rooter arrived the drain did not drain and after the work was performed it was working properly. Therefore, there is no entitlement of any refund. All work was performed in accordance with the signed contract as authorized.

Best Regards,
****** ** *****

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing in regards to an issue we are having with Mr.Rooter On 12/24/14 we had a problem with our drains backing up. We called Mr Rooter for drain cleaning service. After an hour of unsuccessful attempts we were told that it would need to be "jetted at the trap". We need to find the trap location. If inside, the cost would be 4500 and if outside 6500. The machine used to determine the location of the trapped pointed us to the outside of the house. Excavation required. After digging a large pit, the trap itself was found to be on the inside of the house. However, due to the time the line was cut and jetted in both directions to get things flowing. They agreed to return after the holiday to move the trap from the inside to the outside of the house.. (I suppose this was done for ease of access??) I didn't need my trap moved.. just needed things flowing normally.. Regardless, During the external excavation we had cable and phone lines ripped from the house and shingles somehow removed from the roof. We also requested an itemized list of what was done internally so the insurance company can determine if it is covered. We have left over 8 messages requesting a callback for resolution of the shingles and an invoice listing what exactly was done internally. Why should have to pay for their mistake in locating the trap ? That $2000 mistake should be on Mr Rooter.. not me.I feel that due to the time of the call (xmas eve) and the lack of plumbing knowledge, I was taken advantage of.

Desired Settlement: I would like to get a phone call back from someone who in the position to provide us the information we need to send to the insurance company.I would also like to discuss the cost of the trap replacement and the mistake made by the tech onsite. Trap replacement and external excavation was unnecessary. It is now my understanding (another plumber) that any drain could have been cut and jetted with pressure. I am still unsure what the trap moving did for me.

Business Response:

In response to ****** *****:  The total cost of the job was $6500.00.  We did excavate both inside and outside of the home as the home owner mentioned.  We did not charge the home owner any additional fees as stated.  Mr. Rooter did move the customer's house trap from the inside to the outside at no additional cost.  Multiple authorization signatures for the total amount of $6500.00 were obtained.  No additional money was charged for the additional work performed.

Mr. Rooter did damage shingles on the roof.  The shingles were replaced with the incorrect color.  We wanted to put shingles on as soon as possible to prevent home owner from receiving any additional damage due to current winter weather conditions.  Mr. Rooter will return with the correct shingles once the weather permits. 

In response to the home owner requesting an itemized list,  Mr. Rooter uses flat rate pricing not time, labor, and material pricing.  Therefore, it is policy of Mr. Rooter to use a flat rate pricing system.

On behalf of all of us at Mr. Rooter, we consider this matter resolved.

Thank You!  Have a great day!

Leesa 

Consumer Response: Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The amount agreed on was to excavate the exterior of the house as that was the location of the trap (determined by them).  It was 2k cheaper if the trap was located on the inside of the house. They made the mistake of the location of the trap.. I certainly do not  have the expertise or training to determine that and relied on "the experts" to tell me. After digging the yard and realizing that  you made the mistake. I feel you need to take accountability for that mistake that cost me 2k.  So there was no FREE WORK done..   it was 6500 for external excavation and 4500 for internal.

Shingle Damage Resolved - the initial work with the wrong color shingles was relayed to us as "job completed".  They finally came out and put the correct color shingles on only after being told that " no matter what we do, you are not going to be happy".

We were told by the onsite tech to contact our insurance for possible reimbursement.  Our insurance agreed to review the work that was done inside the house for a potential claim.  However NOTHING on the quote suggests work was done inside.  They are asking for what was done inside and how much did that inside work cost. You would think a simple request. 

1. A flat rate of 4500 for internal excavation.  I should not have to pay for the mistake made by your crew determining the location of the trap.
2. Something in writing stating there was in fact work done inside the house for the insurance.




























Regards,

Y***** *****

Business Response: Dear Ms. *****,

As stated previously, Mr. Rooter has done work on both the outside AND the inside of the home. You are correct in stating that an outside excavation costs approximately $6500 and an inside excavation costs approximately $4500. BOTH were completed at your residence, which would typically be an $11,000 job total. You were only charged for the outside excavation, approximately $6500. 

It is Mr. Rooter's policy, due to us being a flat rate company, that we do not have the ability to provide an itemized breakdown of cost for insurance purposes. The best breakdown that Mr. Rooter can provide is a 60/40 breakdown; 60% for access and reconstruction, 40% for plumbing, parts, and labor. Please have your insurance agent contact Mr. Rooter directly (###-###-####) for verification and to provide any information to the agent directly. We often deal directly with insurance agents and this is how we proceed with this type of situation. 

Thank you,

Mr. Rooter Plumbing

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

*** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********

Not sure what to take of that response. $11,000 worth of work? The technician, ***** that came out to the property quoted $4,500 if the trap is inside and $6,250 if outside. ***** then peformed a cable camera (#task #***** on the invoice)  and assured us the trap was on the outside, we signed an invoice (#*****) and wrote a check for $6,009.75 ($6,250 - $250 Coupon + $9.75 TFS fee) for work outsided only to find out that the trap was located inside of the house. ***** said that he would come back after the holidays to do the inside work. This was done however I have ZERO paperwork on the additional work. I wanted to submitt to my insurance company however NOONE will respond to me. I had given Mr. Rooter the contact to the insurance company  three times and again they still have not provided documentation on the additional work. 12 calls in 3 weeks with no response! The only response I get is from the technition via text assuring me things will get done. The only way the roof got fixed was through  texting and it took them 2 trys to get it right. I was also told that I was the one being unreasonable throught the roofing ordeal. Mr. Rooter tore the shinges off and needed to take resposibility for it. But again noything but a hassle.  Noone wants to talk with  me. The excavation work is still not complets due to weather and I am hoping that Mr. Rooter keeps their word and completes the work. I was told today that they will no longer speak to me because of the complaint I made to the BBB. no suprise, they werent responding anyway. To resolve this issue I am requesting a 50% refund on all work ($3,004.00) and the completion of the excavation in the spring. 

Regards,

****** *****

Business Response: The shingles have been replaced.  The shingle issue is considered resolved and closed.


In regards to the information for the Insurance Company, we will mail out a breakdown of all work performed to the homeowner today.  We only provide information directly to the homeowner.  If the customer does not receive this information within 7 business days please have them call the office at ###-###-#### or reply back to the BBB.

 
Thank you,

Mr. Rooter Plumbing

Business Response: Per phone call on 4/30/15 with the underground utility manager, the scope of work was discussed and explained.  All of the parties involved have been explained the scope of work on the invoice in detail.  ****** and Mr. Rooter Plumbing have come to the agreement that a refund in the amount of $1,000.00 by check which will be received within 30 days.

Once the check is received,  we at Mr. Rooter consider this complaint resolved.

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mr. Rooter was engaged to repair a sewage backup in our garage. This required them to dig up our yard and replace the trap, etc. When they dug up the line, they hit the neighbor's electric line. They never informed us that they hit the line. My neighbor had no electricity or heat for days while it was below 10 degrees outside. Despite many attempts to contact Mr. Rooter, our neighbor and us were treated very rudely. Our calls were not taken. They hung up on both our neighbors and us when we called. They refused to assist in repairing the electric line saying it wasn't their problem. They called our neighbor names. They stopped working on the sewage line and left a giant hole in the front of our house which is dangerous as I have small children. It took them over 2 weeks to come back and finish. They did dig up the electric line so my neighbor could have it fixed. But then they cut our cable line into the house. So we had to have the cable company come out and repair it. It took threats from a lawyer before they agreed to come back and finish. That was in February or March. They were supposed to come back in the spring to fix the driveway they dug up as part of the job. It is almost June and once again they refuse to call us back despite numerous attempts to contact them. Yet, we are expected to pay for a service that hasn't been completed. They charged us $6500 for the worst headache of our lives. Will never use them again. And our poor neighbor was just an innocent bystander who was just treated unfairly and horribly.

Desired Settlement: I don't really know what our options are. I would definitely like them to come and fix our driveway immediately. Although I am scared that they may retaliate by ruining something else or do a bad job which would take even more time to remedy. I do feel that since our service was so poor, we should get some type of reduction in cost. But I feel like that won't happen since they did fix the sewage issue. Mostly, I just want them to fix my driveway so I can never have to deal with them again.

Business Response: Mr and Mrs ********

As per your conversation with ***** ********** excavation manager on May 24 or May 25. Mr. Rooter will repair your driveway however in the best professional workmanship like manner the ground needs to settle therefore Mr. Rooter (Mr. **********) will be in contact with you the week of June 15th, 2015 and schedule it that week weather permitted.

Sincerely *** *****



Consumer Response:
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. 

Regards,

****** ********

5/29/2015 Problems with Product/Service
5/28/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am not sure that the nature of the complaint selected above fits the circumstances but my complaint did not fit into any other category. I had an sewer line problem back on 11/14/14...my sewer line backed up. It was a Friday and I had people coming in the next day and I exhausted all of my normal resources to get the problem taken care of. With no other choice, I used Mr. Rooter from Cranberry. They came and immediately told me there was a problem and it would cost $7200.00. Again, I went with them because I had no other choice. That is not my complaint. I knew I was going to get overcharged but had to do it. My complaint comes a few days later. They informed my wife that they put the camera down the line and it was crushed another ~10 feet out where my line connected to the main. They said it would cost an additional $14,000 to fix. At that point my wife called and I told her to not have them do any work because I questioned their findings. Here is my complaint...it has been six months and there have been no problems. I feel there is no problem (again six months later and no issues) and they tried to take advantage of us and claim there was a crushed pipe further down the line. They never let me wife see the problem but just told her it existed. I just want to bring it to your attention so you can inform other people of what I consider improper business practices. I do not expect anything back as I knew what I was getting into. I just want to make everyone aware of their practices.

Desired Settlement: Just want to bring their business practices to every consumers attention in case they desire to use them.

Business Response: We Hydro scrubbed the sewer line.  When a line gets Hydro scrubbed it can work as a temporary fix if a line is broken.  Just because the sewer hasn't backed up does not mean there are not any issues and we should not assume as such.

Since the customer is not requiring a settlement; we at Mr. Rooter consider this complaint closed.

Thank you,

Mr. Rooter Plumbing

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

From their response to my complaint it appears as though they never even put the camera down the line. Their response said "if there was a problem."  They informed my wife that there definitely was a problem (a crushed line at the attachment to the main).  They determined this by putting a camera down in the line.  They never let my wife view the camera findings.  That is why I am assuming there is no problem.  They specifically said there was a problem with the line and according to their response to my complaint they never even looked with the camera (which they did).  If there was no issue, as they stated, why then did they inform my wife it was going to cost an additional $14,000 to fix.  Again, I am looking for no financial compensation>  I would like to bring it to all consumers attention their unethical practices. 

Business Response: Mr. *****,

We at Mr. Rooter operate with integrity and the highest professional standards.  It is unfortunate you feel we do not operate as such.  We would really like to correct any negative feelings you have towards our company.  As you have stated earlier, you are not looking for any financial compensation.  Therefore, we are not sure what is expected to change your negative perception of our company and resolve this complaint.

In conclusion, we at Mr. Rooter ask you and the BBB to consider this complaint closed.

Thank you,

Mr. Rooter Plumbing

Consumer Response:
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 just want it on record of my dissatisfaction with Mr. Rooter and their services.  I also want to inform anyone who is considering using Mr. Rooter to be informed of my interaction with them.

Regards,

***** *****

5/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January Mr. Rooter replaced my duplex's sewer lines. The concrete repair in the basement was done carelessly - edges are not feathered, and a boot print appears in one section. A vertical pipe on the exterior is crooked. My yard has not been graded so that I can landscape. When I signed the contract, I informed the plumbing technicians that I was selling the property. The contract clearly states that the property would be graded. I cannot sell it without the yard being graded and landscaped. I was told that the excavations manager, ***** *********, would schedule grading in April. Despite calling 2 times per week during April, my phone calls have never been returned by any Mr. Rooter representative. During a recent phone call I also informed them about the crooked pipe. Part of the yard of the next house was also needs graded.

Desired Settlement: Return my calls and schedule the following work = feather the edges of the concrete work in the basement, fix placement of external vertical pipe going to the ground's surface so that it is 90 degrees in relation to the ground, and grade the side and front yards.

Business Response: Mr. Rooter Plumbing's underground utility manager has made contact with the consumer and has explained that we will return in the next few weeks to address all issues with the cement as well as all exposed piping.   We will also provide soil clean up.  All outside clean ups are weather depending and we will have this completed within the next 14 days.  Once the clean up is complete, we at Mr. Rooter consider this complaint resolved.

5/20/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had sewer back up 01/30/ 2015 I was told by ***** who works for Mr.rooter plumbing that they have to excavate by backhoe ,dig down and remove bad section of pipe hydro jet line to remove existing rocks from line replace a new pipe ,I paid $6259.75 got my job done with a lifetime warranty by Mr.rooter .during the job they broke the water line but fixed it right the way .,02// 14/2015 my neighbors had a sewer back up too , They hired ROTO-ROOTER did same job as mine paid $3500 with no mess .When they doing their work they called the ********* township municipal authority for some reason .around 9:30 am 02/14 I was told by THTMA they found a lot of rocks inside of my pipe , this caused ***'s sewer back up .I called Mr.rooter a lady said she will send a crew .Around11:00 am, one person showed up said this is not their problem and then left . 02/16 I called Mr.rooter they told me I have a appointment at 1:00pm but I don't even know that . I was at work not sure if I could be there so I called them back after 15 minutes told them I'll be there, but the lady told me they can't come . I asked when they can ,she said she doesn't know , Their manager ****** will call me . I didn't get any phone call from ****** , I called them again finally made a appointment at 8:00am to 10:00 am 02/17. Nobody showed up , I called them ask why they didn't come, she said that they were too busy can't made it ,but they'll be there between 5:30pm to 7:30pm ,again no one came .same day at11:00 pm **** left me a voice message said they will come over 02/18 at the same time .no one showed up .02/19 same time again nobody showed up .03/10*** had very bad sewer back up again ,I called Mr.rooter and was told by a guy that ****** will call me , no one called .it's a nightmare , Can't trust them even for two weeks how could I trust them a lifetime .I decided hiring ROTO-ROOTER for $3500 fixed the mess, we found out when Mr.rooter did my job they broken another pipe which is belong to homeowner associate ,they paid $6300 to fix.

Desired Settlement: I canceled my translation to pay Mr.rooter on 03/11/15 . I don't know what are they going to do to me, they may sue me. But they made me have no choice ,I have given them so many chance to make it right ,they just keeping lied to me .I don't want their lifetime warranty ,I can't even trust them for two weeks how could I trust them for a lifetime . If I have to pay them I'll pay but only the part that they deserved.

Business Response: In response to Ms. *** 

Ms. ** was quoted a scope of work to be completed by Mr. Rooter Plumbing with an authorization signature and 100 % satisfaction signature.  This is noted on invoice #******. As far as any matter of any additional pipes that could have been broken during the excavation process, we feel that the ********* Twp. Municipal Authority would have made light of any additional broken pipes during the inspection of the work Mr. Rooter performed, which passed the Municipal Authorities inspection process.  Mr. Rooter takes no responsibility for the neighbors line having similar issues.  Once again, I will note the ********* Twp. Municpal Authority has passed the inspection.  As far as the neighbor calling a different plumbing company and having work done at a different charge questions if there charge is comparable to the exact scope of work.  

As far as communication and arriving on the job the customer actually stated that Mr. Rooter had attempted to contact them several times.  We have made several attempts to have excavation crews as well as a manager contact the customer via phone as well as in person.  We at Mr. Rooter also contacted the Municipal Sewer Authority as well to contact the customer both by telephone and in person.  All services performed were complete in correspondence with invoice # ****** and all work passed inspections, therefore we will stand behind all of our completed work.

In conclusion, Mr. Rooter Plumbing has completed the scope of work in accordance with the invoice and passed the Municipal Authorities inspection.  We have given the consumer many chances to make this right however, she has not made herself available for communication.  All work was completed and agreed upon therefore we believe our work is trustworthy of a "life time."

On behalf of all of us at Mr. Rooter we consider this matter resolved.

4/20/2015 Problems with Product/Service
4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Of 3/8/2015 I called Mr. Rooter for service at my Laundromat at roughly 12:00 am. The first service responder called promptly and arrived approximately with an hour of our first correspondence. He was very professional and knowledgeable. He snaked our drains to the best of his ability. He advised me the next service individual would have to bring special truck. Before he left my property at roughly 5:00am he made sure to contact said individual in my presence. Upon his departure he informed me and my crew I had employed for the night, to expect the next truck at 7:00 am, 7:30am at the very latest. So being understanding that it is Sunday and the weekend I patiently waited shutting down my operation. 7:00 am comes around no tech no calls, 7:30 am still no contact. 8:30 I contact Mr. Rooter, I ask where about is the tech with the Hydro Scrub? I am told he is on another emergency call. I then ask why I was not informed surely within an hours time someone can call to keep me informed. The individual on the phone tells me I was just about to call you. At this point I know I am being feed a line to justify ineptitude. I ask now to speak with some supervision she leaves said supervisor a message and tells me it will be about another hour before my truck shows up so I can open my business. 9:30 am truck arrives I have the parking lot cleared for the trucks ease of access. He shows up is not here more that 20 minutes and is gone. A few days pass no issues, then Wednesday drains back up again. In my frustration I call another drain service ***** ***** ******* who fixed the problem. I call Mr. Rooter Back since I had no correspondence from management ever, and ask directly for management. He apologies for the issues says and offers to credit the bill roughly $400. He wanted to send techs out again, I refused due to the managements inept. I receive the bill and it is not credited, I try calling Mr. Rooter's management left a message with the secretary and have had no contact since.

Desired Settlement: I will pay this bill in full and warn any customer who comes to my establishment of Mr. Rooter of Pittsburgh. They will never receive my business again nor be recommended.

Business Response: Mr. Rooter is refunding the customer $450.00 dollars.

Consumer Response:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* ********** ***

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I phoned Mr. rooter to unclog my main sewer on Feb 28,2015 they came that night **** the technician called around 9pm and said that my pipe was rusted and cracked and needed replace they could start it that night for $4,500 dollars he kept pressuring me that it needed done I said no I was going to get other estimates. he only snaked the clean out he never snaked the main drain. it was draining slow I had someone look at it 3/13/15 nothing was wrong with the pipe **** pressured me into replacing. the main drain needed cleaned out. I called Mr. Rooter the warranty is 90 days they were to come out 3/14/15 they called 8:41 said someone is on they way.at 8:49am **** called said he wasn't coming. I called the company they said they are not coming cause my pipe needed replaced I said no it doesn't. refund my money. on my receipt says nothing about cracked pipe.

Desired Settlement: I want a refund for they didn't to the job correctly didn't stand by their warranty and just wanted to make a quick buck. the way **** was pressuring me to have them do the job showed me they do this often also they are affiliated with ******* ******** somehow. some one called representing ******* ******** at 10:09 stating they could do the job for $4,200 I think this should really be looked into, I never called or contacted *******. How did they get my #?

Business Response: A refund check in the amount of $95.00 has been issued to *** ***** for a full refund. Also, Mr. Rooter is in no way affiliated with ******* ********.



Consumer Response: 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. 

Regards,

******** *****

3/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called Mr. Rooter to fix a gas leak. They arrived and
explained that they needed to charge me a fee to find the problem. I explained
that the gas company ********* ***) did not know where the leak was when they
asked. I agreed to the fee because it was for them actually finding the
problem. They were to find the problem, and if I used them to fix it, they
would waive the fee. If I went with a different plumber, they would go ahead
and charge the fee. The serviceman they sent out got off the phone with me (I
own the property but do not live there), called the gas company and called me
back explaining that they told him it was in the service line (from the
sidewalk to the meter) but they did not know which one (the house used to be a
duplex so there are two meters) and they did not know where exactly the leak
was. The solution he had was to tear up both lines in their entirety, replace
them, and charge me between $13,000-$14,000. I asked if he was still charging
me the fee since he did not find the leak, he said yes. I asked for a copy of
his report to be mailed to me, I have yet to receive that. I called the
business on Monday after finding a new plumber who will actually find the
problem and not charge me ridiculous rates. Told them I was using someone else,
that I would like a refund because they did not actually find the problem -
they just want to replace everything. I was to hear back. I called back two
days later. I have yet to hear anything. They went to my property on 1/17/2015.
I called to request a refund on 1/19/2015, followed up on 1/21/2015. I also
emailed corporate with a complaint on 1/21/2015 and have yet to hear back. The
fee charged is $233.11. Had they actually found the problem, that would be one
thing. However, not finding the problem and deciding to just replace everything
and charge me way more than they need to and not return my phone calls is just
poor business. Especially for a company that boasts of good customer service.

Desired Settlement: I would like a refund of the fee they charged me which is
$233.11.

Business Response: The total amount that was collected will be refunded to the **** card which was used to pay for the services.  This may take between 7-14 business days.

Thank you,

Mr. Rooter Plumbing

Consumer Response:

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. 

Regards,

***** ***

3/10/2015 Problems with Product/Service | Complaint Details Unavailable
3/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A Mr Rooter Plumbing employee came to the residence to hydro scrub the main sewer line on 1-10-15. The employee took approximately 1 hour and said the sewer line was cleaned. I made payment of $804.75 at that time and was told the work was guaranteed with one free cleaning and camera scope. The sewer line backed up into the home again on 1-30-15. Mr Rooter Plumbing was called and they hydro-scrubbed the line again on 1-31-15. At that time the employee said that the sewer line would need dug up and replaced. I requested a camera scope and was told they could not do it until the following Monday 2-2-15. On Monday 2-2-15 a Mr Rooter employee put the camera in the sewer line and found that it was not clean and water was already building up inside the line. At this time the Mr Rooter employee told me the line would need to be dug and replaced. I informed that my plumber would perform the work and wanted him to locate the area in the yard. He told me he would not locate it if they were not doing the work. I called *** ****** ********. They told me that before they would dig it, they would clean and camera the line to locate the problem. Tree roots were found and cleaned out (A root chemical applied) and I was told the line did not need dug and that the sewer line was in great shape. The cost was $650.00. Since 2-10-15 I have called 3 times and no one from Mr Rooter will return my call. I want a refund.

Desired Settlement: Full or partial refund due to them not completing the work as described.

Business Response: Dear *** ******,

As noted in the customer's statement, Mr. Rooter provided hydroscrub services on January 10, 2015. We came back as a recall or a call back on January 31, 2015 for the same services under warranty at no additional cost. We then dispatched a camera technician to the ***** residence which discovered a root intrusion to the sewer line. In agreement with the customer's second opinion of *** ****** ******** confirmed that there are roots that have intruded the main sewer drain. Mr. Rooter quoted a price to repair the drain. If roots have grown inside the drain then it is very clear that the sewer line is broken. The roots must have broken into the sewer line to have intruded the inside of the pipe. Therefore, Mr. Rooter cannot warrant anymore services to a broken sewer line. The customer was charged $804.75, two hydroscrub treatments have been performed, and an evaluation by an underground sewer camera and second technician to replace the sewer. 

The other plumbing company may have put some type of chemical into the drain to kill the roots, however, this is a temporary fix. As stated above, if the roots intruded the sewer, the only way for them to get in would be for them to actually break through the piping. Therefore, this is a temporary fix to a broken pipe. 

Mr. Rooter has completed all services promised and agreed upon and we consider this matter resolved and closed until the broken sewer line is replaced.

Thank you,

Mr. Rooter Plumbing

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10448981, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

*** ******

3/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company charged $4,800 in May of 2014 to dig and replace in-house sewer trap, hydro-jet and camera sewer line as well as back-fill and re concrete area. Contractor who completed sewer replacement work on outside of house also completed replacing trap and refilling on inside of dwelling. The only work required of Mr. Rooter to complete job was reconcreting inside. It was agreed upon that a credit of $780 (***** ******) would be issued to the original credit card used for the project because of the work they did not need to preform. After several phone calls, I received a letter in October confirming that a credit would be forthcoming within 7 days. This being approximately 3 months later, a credit still has not been issued.

Desired Settlement: Refund of $780 as was agreed upon.

Business Response: **** ************** ************

Check number *** has been mailed from our office today, 2/24/15, in the amount of $780.00.

Once this check is cashed, we will consider this matter closed and resolved.

Thank you,

Mr. Rooter Plumbing

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** ***********

2/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/18/2014 I experienced a blockage in my basement sewer. I contacted Mr. Rooter to come snake the main line out to the city sewer. The technician that came to my house, ran the snake for a period of less than a minute, said "its burning out the bearings in my machine" and proceeded to tell both myself and my wife that our trap needed to be dug out to get to the problem. However, it was going to cost $2,400 up front to start the work for a $4,800 trap replacement job. I paid the $2,400 fee to have the Mr. Rooter team come out and dig up the trap. The team made a mess of my basement leaving a 4 foot tall pile of masonry and dirt which they never hauled away. After performing the excavation, another individual came to jet out the line. This jetting period lasted less than 5 minutes. I believe these technicians did not jet and simply filled up the excavated hole in my basement, and proceeded to tell me they "flushed 300 gallons down the sewer pipe", and are seeing "mud on the jetter head which means the pipe is collapsed". This all culminated with "this is the worst case scenario, we need to dig. The pipe is collapsed 20 feet out" Upon hearing this, I cancelled the remainder of the arrangement with Mr. Rooter and contracted a reputable plumber who spent the time and resources to properly identify the problem. Which was ultimately identified to be roots in the pipe, not a collapsed pipe. No digging was required. I do not mind paying for services when they are properly rendered. How Mr. Rooter operates is quick and loose, jumping right to major excavation. Mr. Rooter sent me a letter 30 days later disclosing that "even though we did not complete work, the fee in which you paid up front covers all services rendered to this matter." I believe that some "services" were rendered, but not properly. Their whole operation is one big misleading operation. Horrible experience. I would never recommend doing business with this company, and never will again. Stay far away.

Desired Settlement: According to their signed cost breakdown, our services were not $2,400 worth. The snaking and jetting were not properly completed, and the camera service was never provided during the process. All that was completed was a large hole was dug in my basement, my trap broken, allowing more sewage into my basement, and the masonry & dirt were not hauled away as agreed upon. I have paid for the services in advance, but I am requesting a refund for the % of services not properly rendered.

Business Response: Per your excavation breakdown that you attached, the initial fee was $1536. Your initial payment was $2400. Subtracting your initial payment of $2400-$1536, you will be refunded the difference of $864.

This refund will take place this week and will show on your Visa within 7-10 business days.

Please contact us if this does not show within 7-10 business days, and please take into account the holidays as additional days that may inhibit the refund from showing.

Thank you,

Mr. Rooter Plumbing

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

********* *****

Business Response:

 

My name is ***** *****.  I am Mr. ****** ******* (Mr. Rooter Plumbing) new administrative assistant.  I am writing to introduce myself as well as address a complaint.  I would like to inform you, check number *** was mailed out today for the amount of $864.00 to *** *****.  If you have any further  questions, please don’t hesitate to contact me.  My email address is ****************** and I can be reached at ************.

 

 

Best Regards,

 

 

***** *****

Administrative Assistant

Mr. Rooter Plumbing

************

 

 

 

12/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was told they would have to dig a 5'long by 5'long trench where the blockage was that they could not open with the snake. The cost,$5,5599.00.I thought it was a lot of money but was told they have to follow *********** codes which are very strict so I signed a paper saying I would pay with two credit cards. I also signed a NOTICE OF RIGHT TO CANCEL top and bottom as told but was not told the bottom part was a waiver of right to cancel.Things were hectic with all the equipment already in my driveway. They dug up the first partial blockage and found another blockage further down the line. they were now waiting for the water pressure truck to come back.I was now told if the line cannot be unblocked it would cost $9,201.50. They said i might save some money if they can unplug the line and insert a flexible liner thus not have to dig up the whole line.I left for a Dr.s appointment and was gone exactly two hours, but when I got back the entire trench had been dug. I was told there was another blockage they found while I was gone so I am stuck for the entire amount of $14,800.00.I had signed all those papers under a great deal of stress along with my A.D.D. but they had me sign what I thought was a sales slip but it was for another credit card that I did not know about until it arrived a few days later. I called and cancelled the card that also had Mr.Rooter under my name on the card.Three days later I get a bill from the ********* bank credit card for the balance of $5,628.00. I called and told them I had cancelled that card but they said the money had been withdrawn before I had even received the card.The fact is Mr. Rooter withdrew $4,600.50 from each of my credit cards on the first day they arrived at my house.They have all the money for the job before the job is even done. I have since found out I was charged at least double what any other plumber in the area would have charged.I know I signed the papers but was rushed and very upset.

Desired Settlement: I would like to get $7,000 back from the $14,800.00 that I feel I was hustled out of.

Business Response: Mr. ******

On invoice #******, Mr. ***** signed the authorization for the $5599. Also on the same invoice, Mr. ***** initialed the "property damage waiver" and signed the "waiver of right to cancel" and also wrote in his own words as to why the work needed to be completed. Mr. ***** also filled out the Credit Card application form in full with his signature and provided two forms of identification for the bank's approval process. On invoice # ******, there is a signature for $9201.00. On this same invoice, it states the total cost of the job and Mr. ***** initialed the waiver of responsibility to his property. As stated, he did signed the waiver of right to cancel and wrote in his own words why he was waiving that right, for the second time. I will also note that he has signed and dated, as mentioned, both emergency work authorization forms. 

The settlement in dispute of $7000 is not found by Mr. Rooter. Mr. ***** has signed all copies and has even written in his own words as to why the job occurred and needed to continue to occur. Mr. Rooter will note all authorized work was performed and installed per plumbing codes and is deemed complete.

Thank you,

Mr. Rooter Plumbing 

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The salesman rushed me into signing those documents which I found to be very deceptive and have faxed them to you.
My sewer problem was not an emergency as the salesman kept saying . I could do everything but the laundry and had waited a week to call Mr. Rooter when I found a coupon.

The salesman made it seem like an emergency and had me sign those documents without a proper explanation and I'm embarrassed   to say that with all that was going on in my driveway I did not read them thoroughly.I was not told that sales slip A was a request for a credit card.

Several people came by including a manager from MAWC and told me Mr. Rooter is more than twice as expensive as anyone else and I should cancel the project. I then read the documents and realized that I had signed the waiver and could not cancel the project. I then found out they had charged my two existing credit  cards the same day the project started.The balance of the money was charged to the new credit card before I even received it and before the project was finished.The total cost of the project was $14,800.00

Since I think I was deceived and also charged an excessive amount I want the $7000.00 returned. I will consult with a lawyer if Mr. Rooter refuses to negotiate.

 

Regards,

***** ***** 

 

Business Response: Mr. *****,

Our response to this is based upon fact. You shared some emotional feeling throughout this, however, you signed all paperwork. Your two credit cards were charged due to your approval to do so, complete with a signature. On the waiver of cancellation, you personally wrote in your own words why the job had to start immediately. Contracts were signed, authorization was given to charge credit cards by your signature on contracts, authorization was given to begin work, your own words were used to waive any cancellation, and authorization was given to complete the work at the pre-determined, and pre-authorized (by you) cost of $14,800.

Due to these facts, we will not be authorizing or negotiating any type of refund. 

Thank you,
Mr. Rooter Plumbing

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Regards,

***** *****

12/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Mr Rooter over charges by thousands of dollars and is proud of it. My husband and I were told by their employees, we are not as expensive as *******, but we are more expensive than other plumbers.They charged us $17000.00 to change clay pipes under our driveway 2 yrs ago. They told us there were tree roots involved in the problem. Instead of doing the right thing when changing the pipes and putting a "sock" on the pipe to the sewer, they told us "not to worry". Two years later, our sewer backed up again, they came back twice within two months. First time they cleared the line which lasted 2 months. On the second visit they advised us that they would have to "sock" the pipe at a cost to us of an additional $10,000, but since we had done business with them before, they would "only" charge us $8000.00. I asked if there was any chemicals we could pour down the drain to help our situation and we were told "no". Since we did not have the money to do the job I went to my "Town Hall" for advice. They gave us the name and phone number of a "local plumber" whom we called. He snaked out our problem and told us how we could help resolve our problem at a "FRACTION" of the cost.

Desired Settlement: We are requesting no settlement, it was our fault that we got taken the first time around. It was a Sunday evening, we were new to Western Pennsylvania and did not do our "dudilegence" and got taken.I am filing this complaint to avoid someone else from being taken as we were!

Business Response: Ms. ******,

Two years ago we were requested at ** ******* ***** ********* ********* **. We found an issue with the sewer line and received signatures to complete work for a given, pre-approved by the customer pricing. We completed all work to code. Two years later, the homeowner called back for services. At this time, we found that there was additional work that needed to be done to the sewer line. We gave customer an estimate to complete work. The homeowner refused additional services. 

Thank you,
Mr. Rooter Plumbing

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


I am not looking for resolve, they are missing my point!!! They over charge and do not have the customers interest at heart..  Their $10,000 reduced to $8,000 resolution which should have been done at the time they were doing my $17,000 job was NOT!!!!!
My issue was resolved by a local company that cares!!!! at a fraction of the cost!!!!!! 

Regards,

**** ****** 

11/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing in regards to an issue I am having with Mr Rooter plumbing. I have been calling daily to discuss a billing issue with a manager and continue speaking with secretaries in the office who claim they have been emailing the manager to get in touch with me. I have yet to receive a phone call. I want answers in regards to why I was charged $6500 for the service I received. I have been requesting an itemized bill. I believe I was grossly over charged and I do not believe the stated job was completed. I spoke with **** a secretary in the office that stated the reason I paid 2-3x more for my service was for a lifetime guarantee warranty. I did not agree to pay for any such warranty. I thought it was included. I want refunded for the warranty. The job was very minor. The parts alone were probably $100. He replaced ~5 ft of pipe and only removed a small portion of the cement floor to complete the job ~2'x2'. It took less than 3 hours to complete the job, however the technician was at my home for 9 hours. He did not leave until 9pm. Most of the time he was sitting in my back yard smoking cigarettes. My entire evening was disrupted, I had no water all day and I have an infant to care for. I could continue complaining about how poor this company is in every aspect but ultimately all I want is some of the money back or more work completed to justify the amount of money I paid.

Desired Settlement: Itemized statement explaining all costs; parts, labor, warrantyRefund for amount over charged

Business Response: A breakdown of the job will be mailed to the customer on September 22, 2014.

 
The statement of paying additional for a lifetime warranty was falsely stated. A lifetime warranty is included in all of our excavation jobs and is included at no additional cost to the customer.
 
All work was installed to contract and to code and was inspected by the Allegheny County Department of Health. 
 
No overcharges were made; breakdown to follow.
 
Regarding the technician smoking, he was awaiting the arrival of the inspector during this time. No work was able to be completed during this time, as it is illegal to complete more work prior to the inspector arriving. It is also illegal for the technician to leave the property prior to the inspector arriving. If the technician is not present on property upon arrival of the inspector, the inspection will get cancelled or delayed further, causing further delays in the completion of the job.
 
During the excavation process, the underground drainage pipes were being replaced. If any water was drained through the pipes during the process, the glue would not have been able to properly cure, causing further problems. This is a standard excavation process and it is followed throughout all plumbing excavations including underground pipe replacement. The use of water was available, however water only could not be drained. The water to the residence was never shut off, it was just unable to be drained through the pipes.
 
If there is anything further we can do in this matter, please let us know.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I reviewed the itemized bill sent from the company and of course it was not sent on the date they stated in their response.  I was grossly overcharged for backfill and cement.  Cement mix costs 3.85 at home depot for an 80 lb bag and gravel costs 3.71 for a 50 lb bag.  So my question is how did mr rooter derive a price >2,900 dollars for this portion of the work?  The job was so small that I do not even think one whole bag of either product would have been used.  I put gravel on my entire driveway for less than 1/4 of the cost I paid for this service.  If I would have known how much they were going to inflate their prices for these items I would never have consented to have this work done.  This is extremely unethical and an unacceptable business practice and I want my money back.  Again I am not referring to the employee smoking on my property on the day we waited for the plumbing inspector, I am referring to the day before when he was supposed to be working.  So again I was overcharged for labor fees because the employee only worked for half of the 9 hour day he spent at my home.  In addition, my sewage problem is not even resolved we continue to have an odor in our basement.  What happened to the lifetime guarantee?


Regards,

****** *********

Business Response: Ms. **********
 
In accordance to invoice ******* we have signed authorization signature of yours next to the price of $6500. This signature states "I hereby authorize Mr. Rooter to perform proposed work and agree to all agreement conditions as displayed on the face and reverse sides of this document and further acknowledge that this invoice is due upon receipt." Upon signing this, Ms. *********, you authorized the work to begin and acknowledged the price of $6500. If there was an issue with the price, this should have been discussed with the technicians prior to signing the service authorization signature.

On the same invoice (******), we have your initials in the "Diagnosis/Recommendations" section of the invoice, again, right next to the price of $6500, with an explanation of work to be performed. Work to be performed included "replace stack 90 @ 3" copper and clean out and 5 feet stack. 4" underground excavate concrete and install proper transitional fittings. Scope remainder of line. Backfill with gravel for support and drainage. Re-cement floor. Tie into existing 3" copper stack at ceiling." This work is a labor intensive job of which took more than one day to complete. The price that you were charged for this was taken out of our flat rate price menu guide, and is the same price all customers that we service would pay for the exact same job. This is not a negotiable price.

Finally, the third signature that we received on the same invoice, ******, is the "100% satisfaction signature." You signed this signature stating "I acknowledge satisfactory completion of the above described work and that the premises has been left in satisfactory condition...I agree that the amount set forth in the space marked "JOB TOTAL" is the total flat price I have agreed to." Again, Ms. ********** if you were not satisfied with the pricing or the work performed, why have you signed the "100% satisfaction signature" on the invoice?

In regards to the lifetime warranty, we absolutely honor the lifetime warranty. We would need to schedule a technician (it can be a different one, since you have expressed concerns/issues with Visca) to come to your residence and inspect all of the work completed in depth, (free of charge unless any further, unforeseen issues are discovered: which WOULD be discussed with you PRIOR to you being charged anything additional) as well as address the odor in your basement. We would be more than happy to send a field supervisor to your residence.

If there is anything further we can do, please let us know.

Thank you,
Mr. Rooter Plumbing

11/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 10/24/14,had plumbing work done by Mr Rooter. Charge was $1716 BUT Mr Rooter added an additional $118.82.Service call lasted 11 hours and bill was incorrect even without the $118.82 added. Called Mr Rooter office 5 times and on 10/31, spoke to ****** who agreed that I was overcharged and that I would receive a credit of $313.82 "which would take 72 hours".I checked my credit card daily with no credit made. Called Mr Rooter on 11/5 and CS rep said he would send ****** and accountant and email. No response so I called ****** on 11/7. She said she was "researching" when I called. Now her comment was "the refund would take 7-10 days". Said it was already 7 days.She gave me a "number" but whenn asked for the date Mr Rooter submitted my credit, she said she had no idea. What company doesn't know the date of a transaction? This company overcharges,work is subpar as I had to have another plumber come back to fix the leaks from 10/24 work. They falsely advertise discounts but don't apply them correctly to bill.I had a coupon for a disposal replacement for $195; rep charged me $508.82 even though I told him the item was not listed correctly and he said the difference would be noted at the end. It never was and after 11 hours of having a plumber in my home, I was exhausted and wanted him gone. Mr Rooter then added the $118.82 to the original $1716 bill; and even though ****** agreed it was wrong, why didn't the COMPANY recognize their error and contact ME? Bet this isn't the first time they overcharged a customer, knew about the overcharging and did nothing about it. Checked my credit card again today, 11/7, and still no credit. ****** gave me a number #**********;not sure who would know what this number actually means since only Mr Rooter seems to think it is important. No date, no call to ME to confirm refund; and at end of call ****** told me to "call back next week if you don't see credit". I told her it was actually HER job to verify and contact me.

Desired Settlement: Mr Rooter said that my credit card would receive credit of $313.82. Credit card detail is clearly displayed on original bill and ****** verified number and information on call 10/31/14. There should be no confusion on what account was to be credited.

Business Response: Ms. ******,

Your credit card was credited in the amount of $313.82. The number that ***** gave you was the confirmation number from the credit card refund. ***** is a customer service representative and does not handle the actual refunds, nor does she follow up on billing or credits. That being said, ***** initially stated that the refund would process within 72 hours, as this is the standard script for our customer service staff to follow when a refund has been approved by our accountant. Refunds will process within 72 hours and will take up to 10 days to post on the credit card statement. Once we process the refund, it is 100% out of our hands with the length of time your credit card company takes to post it to the account. All credit cards are different: some show immediately, like Visa and some MasterCards, while others have been known to take up to 10 days, such as Discover. We give the customer service representatives the 7-10 business day time frame to leave room for all possible issues that may occur dependent upon your credit card company. The customer service department staff is trained to give you the confirmation number of a refund in the event that you need to dispute it with your credit card company. They do not have access to dates, times, or anything further than the confirmation number and amount of the refund. 

I sincerely apologize for the initial confusion with the bill and the technician. This has been rectified and the technician has been trained further in the proper policies of receiving and processing a coupon or discounted sale.

If there is anything further we can do, please let us know.

Thank you,
Mr. Rooter Plumbing

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Mr Rooter even noted that Visa refunds are usually done immediately; my credit took 10 days--it is a Visa credit card.  Although I am finally satisfied with the credit received, the manner in which Mr Rooter handled this from the beginning is unacceptable.  I have NO faith that the plumbing work done will last very long and I'll have to have a real plumber re-do the work. 

Regards,

******* ******

11/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We were having issues with our laundry tub and also mentioned we were moving and needed to get a video of our pipes as required for inspection for the borough. We called Mr. Rooter with the advertised special of blockage for $95 and *** (that is the name of the employee who came to the house) attempted to snake the drain and said he could not and proceeded to tell me my pipe was broken under the house and would become a severe issue. He then proceeded to write me an estimate of $6,000.00 (yes $6,000) for the repairs that would clear up my issue and get my video test. We called another plumber who snaked my drain ($75-that's all he charged me and was done within 20 minutes) and that it was fixed. That plumber doesn't do video testing so he proceeded to recommend A-1 who came out and charged $299.00 for the video and our pipes are perfectly fine! He was able to get the video inside the pipes as its required so nothing *** mentioned was correct. Their representative *** and company tried to scam me and also tried to scare us into the agreement by stating what would happen if it doesn't get fixed immediately. *** also arrived while we were eating dinner so I was polite and offered him some. He accepted and proceeded to eat what I offered (only pot roast) and then had the nerve to give me a $6000 quote when only my tub needed snaked and I still had to pay the $95 service fee for nothing.

Desired Settlement: Refund of the amount paid of $95.00

Business Response: Dear Ms. *********,

 
Mr. Rooter Plumbing strives to achieve exemplary customer service in all aspects of our company. We acknowledge the fact that our technician was not able to satisfy your personal customer service expectations as well as fall short of our high company-wide standards for customer service. In acknowledgement of this, we would like to refund you the $95 that you paid.

However, the address that you have filed this complaint with does not match up to any of our records. Could you please provide the proper address at which service was completed so that we may refund you appropriately?

Thank you,
Mr. Rooter Plumbing

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Hello Mr. Rooter, 
The address your representative came to was:
**** ********* 
*** ** ********** **** 
********** ** *****

However explained in the complaint we have moved as we sold our home so my new address and where the refund needs to be sent to is:
Tina Yankovich
313 Kennett Drive
Elizabeth, PA 15037

Once this correct address is noted I can approve the issue. 


Regards,

Tina Yankovich

Business Response: Ms. *********,

Thank you for your reply. The check for $95 will be refunded to your new address and should arrive within 3-5 business days.

We greatly appreciate your patience in this matter and just wanted to ensure it is sent to the proper location. 

Thank you,
Mr. Rooter Plumbing

Consumer Response: 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. 

Regards,

**** *********

10/30/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 9/15/2014 Tech came to snake out drain but it did not workContracted to have sewer line excavated and replacedTemporary pipe installed9/16/2014 Techs arrived and excavated pipe installed tempoaryline. Only worked a couple of hours.9/17/2014 Techs worked 1/2 day job still not complete. When I calledthe office I was informed crew was still on job. Crew never returned.9/18/2014 Techs only worked 1/2 day. Hydrocleaned line. Job barely started.9/19/2014 Different crew showed up to do the job. I was called by office@ 9 A.M. to ask if the techs could get in. I told them the techs had a key(these were different techs). I had to drop what I was doing and drive to **********( 1 hour) to let them in. New crew tore out everything done previously and started over. Worked until 6 P.M.I asked for a supervisor to meet me on the job. Was met by **** *******. I explained to him how upset I was with the first crew and the amount of time it was taking to do this job.He agreed to refund $2000.00 to my credit card and it would take 5 to 7 days.9/19/2014 Inspection done told other sewer line and air vent were not up to code and there were no permits or inspection for previous work. This work was previously done by Mr Rooter 6/24/2009.10/6/2014 Called ******** @ Cranberry Twp office to check on my refund. Got some story about credit card server and refund would be processed that day. Should take 5 to 7 days. Started dispute process with Discover.10/10/2014 Called office to ask ******** about refund. Was told she was in a meeting and would call back. Asked to talk to Mr *******(also in a meetingand would call back) As of 10/23/2014 no calls returned.10/14/2014 Called Mr Rooter Corporate Customer Service and was informed refund had beenprocessed on 10/13/2014( a full week after I was told it was done and afull month after it was originally supposed to be done)10/23/2014 No refund posted to credit card. 10/27/2014 No refund posted to credit card.Met with **** ******* at the Warrendale, Pa. office(9:30 A.M.) who informed me that refundhad JUST been processed that day while I was there!!! His atitude toward my situation andas a customer was really poor. He did not offer nor did he have any explanation why my refund had not been processed in September as promised.

Desired Settlement: I want my refund credited to my credit card.

Business Response: Mr. ********' money has been refunded to his credit card in the amount of $2000. 

If we can be of any additional help, please let us know.

Thank you,
Mr. Rooter Plumbing

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

***** ********

10/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: 2/14 kitchen sink not draining. Had it checked and kitchen plumbing in home was clear backup caused outside home. 2/3/14 s/w Mr Rooter to see if work completed 11/12 outside home by Mr Rooter was under warranty. They said they were sending tech to home. 1st tech came 2/3/14 to home but they had no snake with them and will send a 2nd tech with snake and camera.2/4/14 a 2nd tech came to home with snake and identified somekind of blockage approx. 10-12 ft into the yard. He needed to send another tech with a camera he didnt have one.2/4/14 a 3rd tech came to home with camera. He said block could be at tank less than 1 foot away. He didnt know and wanted to dig. I told tech I needed a better explaination and why is he saying block is less than 1 foot away at a fuel tank and the other tech said the block is approx. 10-12 feet away into the yard? I told tech I needed something in writing and a call with better explaination of problem.I called office 2/4/14 leaving a message with someone to have a manager call me back. No one returned my called by end of day 2/5/14.I called office for a 2nd time 2/6/14 requesting a return call from a manager. I never got a call back.I called for a 3rd time around 10:30am on 2/7/14 leaving another message with someone there to have a manager call me back.I never got a return call and called the office again around 2:45pm on 2/7/14 for the 4th time asking for manager. I was told this time they would give a manager named ***** a message to return my call. 2/10/14 still no return call from manager. 2/10/14 at 8:23am I called the office for the 5th time trying to speak with a manager. I was told the managers are in a meeting and will return my call in his free time.It is now 3:23pm on 2/10/14 and I have still have not had a return call.

Desired Settlement: I want a return call from a manager at Mr Rooter explaining to me what their three technicians identified as why the sink is not draining and what needs done for the problem to be resolved.

Business Response: ***** called customer on 2/11/14 at approximately 3:30pm per customer request.

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: .I am still reeling with anger from this company. I was charge $223.36 for a so called extensive diagnostic. visit by their technician **** on 7/8/14. The invoice # is ******. I did cancel the work order the same evening the technician came because this company would not touch any H vac panels.(the pipe leak was above one of the air condition panels) I've mailed the signed notice of cancellation that evening. They do have it in their office. Mr. Rooter has not return my phone calls, or sent me a check to reimburse me. I'm still very disappointed that I was charged that much money for their guy to come check where the leak was, and him removing some laundry room ceiling panels. I had called at least eight times from the period of 7/28/14 to 9/5/14, and still the home office will not call me back. I felt like a was scammed. Back in mid August of this year, I had even received the help of an Angie's List representative. They apparently lied to her too. They told her, Stephanie, that they would reimburse me of my full amount. Nothing!!! Please help!

Desired Settlement: I just want my full payment back of $223.36. If I have to go in person to pick up the check, I will.

Business Response: Dear Ms. ******,

 
We sincerely apologize for the length of time this refund has taken. We initially processed your refund check in the amount of $223.24 in late August, and unfortunately experienced a situation in which our bank account information and checks were stolen from the company. We process refund checks every other Friday, and I can guarantee you that this check will be processed and in the mail no later than 2:00pm tomorrow afternoon (September 26, 2014). 
 
Customer satisfaction is our utmost priority, and we sincerely apologize that you had a poor experience with our technician. This is not our standard and the technician was reprimanded accordingly. 
 
We hope that we were able to satisfy your complaint and again, we apologize for the length of time it has taken for you to acquire your refund.
 
Thank you,
Mr. Rooter Plumbing

Consumer Response: 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. 

Regards,

****** ******

P.S.  My only concern is the "what If" response.  For instance, What if they said they will send me a check, and yet nothing happens again.  What do I do then?  This company can change their mind.  If so, do I report back to the BBB?
I do thank BBB for your involvement in my bad situation.  I do feel you are watching out for the consumer.  Thank you for your help.
****** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Dear ******
Mr.Rooter Plumbing did it again-sad to say.  They had led me to believe that by Saturday,9/27/14, or this Monday they would mail me my refund check in full.  They even apologized. Something is terrible wrong in the way they conduct their business.  I mean we are talking about constant bald face lying.
They are even doing the same treatment to a member of Angie's List , a ********* *******who has been investigating them.  Please will you try to get to the bottom of this.  
With all my thanks,
****** ************************ ** ******************


Regards,

Angela Witter

Business Response: Ms. *******

 
Your check was mailed on 9/26/14 from the Cranberry Township Post Office. Your check was for the full refund amount of $223.36 and was sent to the address **** ******** ****** ************ ** *****.
 
We have made attempts to call the representative from Angie's List three separate times to no avail.
 
If you do not receive your check by this Friday, October 3, 2014, please let us know and we will cancel the check issued in your name and re-issue one to you, again.
 
Thank you,
Mr. Rooter Plumbing.
 
 

Consumer Response:
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. 
Hi! I just want to let you know that Mr. Rooter Plumbing finally sent me my refund check for the full amount.
I am so happy and relieved, and now I will deposit it in my bank before anything weird happens.  I want to thank you for your help.
My sincere thanks,
****** ******

10/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company did poor work -- they did not use the materials promised, did unnecessary damage to my home, and sent very inexperienced workers. When given the opportunity to come address the issues I had with the quality of their work, the materials they DIDN'T use and the damage done, they made an appointment with me and then never showed up. Nor did they respond to my phone call (sometimes caller ID can be a curse!).

Desired Settlement: I would like a refund.

Business Response: Dear Ms. *****,

 
To address your expressed concerns, there was no choice but to open the drywall behind the shower to expose the water lines to the faucet to be able to complete the repairs to the faucet. The material that was installed was a central brass faucet, which anyone can research as a quality faucet as it is made of solid brass. The two employees installing the job have been employed with Mr. Rooter for more than three years and are registered plumbers with the Allegheny County Department of Health Plumbing Division. To our knowledge, we have no phone records made to the office to address any issues or concerns and our service records show that we have only had two scheduled appointments with Ms. *****. One when we initially proposed the work and the second when we completed the work. There have been no other scheduled appointments, therefore none that we have promised and not showed up to. 
 
In this matter, we believe in the most upstanding customer service and are not going to debate this issue any further. We feel that in this case it is more beneficial to make a refund to the Discover card that Ms. ***** used and have processed this refund on 9/5/14. It may take up to 10 business days for the consumer's credit card to show the refund. 
 
Please note on invoice ****** and invoice ****** the customer did sign off on the completion of work that she was 100% satisfied as noted on the invoice. Also, both invoices show signatures for authorization of work. Please note that the price, for the third time, is initialed by Ms. ***** giving us authorization to do the work at the discussed price. 
 
We consider this matter resolved. If there is anything further we can do in this matter, please let us know.
 
Thank you,
Mr. Rooter Plumbing

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Paid $895.00 to clean out a sewer line, and they couldn't do it. Wantedto charge an additional $4800.00 to replace a section of line that they couldn't clean. I replaced it myself for $75.00 in about an hour, and found sludge that should have been blown out with the $895.00 service.

Desired Settlement: I'm thinking of bringing criminal charges against them for attempted robbery.

Business Response: The customer was informed that the $895 hydroscrub may potentially not clear the drain and that further exploration may be needed. The customer signed the authorization for work to be completed as well as a satisfaction signature upon completion. These signatures prevent us from giving a customer refund due to the fact that we have done everything to provide the customer with the safety and protection that we pride ourselves with, and they have signed off agreeing to the work and payment.

 
We acknowledge the fact that the drain was not opened upon completion of the hydroscrub. 
 
We sent a camera technician to explore the drain lines with a camera, to which he was unable to get the camera past the site of blockage.
 
Our company procedures in such a situation (when the camera is unable to proceed down drain line) is to perform an exploratory excavation. Without being able to see something that is underneath the ground, we are unable to clearly diagnose the problem. Without the camera being able to proceed down the drain line due to either blockage or a collapsed pipe, we are unable to give a clear, defined answer as to whether it is in fact a blockage or the entire pipe collapsed. 
 
We would rather do the exploratory excavation that we offered the estimate for than to continue to shoot more water down the drain pipe and possibly cause even more problems, had the drain pipe actually collapsed.
 
I hope this allows some clarity to the situation, as we were simply following proper company policies and procedures for protecting the safety and protection of our customers.
 

9/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Mr Rooter charged my debit card for $870 for work that the plumber did not do, he arrived and said he could not do the job and he left. I called Mr Rooter twice and no one will return my calls. The $870 came right out of my bank account. I feel like i was robbed.

Desired Settlement: I need my $870 returned to my bank account as soon as possible.

Business Response: This customer was refunded in full ($870.00) via Mastercard reversal (card ending ****) on 2/17/14 at 3:42pm. Authorization code for reversal: *******

9/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had contracted Mr. Rooter to complete a job within our basement. The employee that they sent to our home estimated the work, wrote the estimate off the top of his head without rationale, and then required that we pay upfront without discussing services/timeline/or discussing other options (and cashed our check in the blink of an eye). We felt forced into signing to begin the work. The work had begun that same day with multiple workers associated with the company. At the end of the day our home was left a complete disaster without any communication on when someone was actually going to fix the issue. They say that they will protect your home flooring and clean up their mess, but our home was left in complete filth nor was any precautions taken to prevent them soiling our home. The employee that estimated the job furthermore wrote an additional estimate (off the top of his head, without rationale) for more invasive work and insisted that we sign and pay more money upfront (luckily we didn't). After being deceived by this company we then decided to go with someone more honest and trustworthy that respected our home and was willing to explain exactly what they were doing and why (with financial breakdown of costs), and who was not pushing us to sign paperwork. Hence we had gone with another company to complete the job. As a result of this, we proceeded to go forth with asking for a refund for the work that was not completed, and just be responsible for the work until this point on a Thursday. The associate with Mr. Rooter who was handling our account had promised our refund within 2 business days which would have been the following Monday. Almost a week later, our refund has still not arrived, and everyone we contact at Mr. Rooter seems to 'not know' what is going on. Every contact from the original employee to the administration have been nothing but irresponsible, dishonest, and unprofessional.

Desired Settlement: Refund of monies for uncompleted work

Business Response: Dear Ms. *******,

 
Mr. Rooter Plumbing is refunding you in the amount of $2831.00 per your agreement/understanding with ***** *********, our excavation manager. He will personally be bringing this check to you by Friday, 9/5/14 in accordance to your schedule. ***** sent a breakdown, talked to you about the cost of each itemized task, and discussed all issues that you had at the time with you over the phone. 
 
Prior to your BBB complaint, there were never any issues brought forth to our attention regarding any dirtiness of the job site and clean up of the job site. Regarding the clean up, Mr. Rooter will gladly come out at a charge to Ms. ******* to complete any clean up necessary. 
 
Regarding the initial cost proposed and accepted, you expressed that the cost was presented without thought and you felt it was extremely high. Our excavation costs are set costs depending upon the amount of area needing to be dug up and the amount and type of piping needing replaced. Our technicians are heavily trained to know these costs and requirements for each of these costs, which would explain how he came up with the cost immediately and "without thought" as you stated. Regarding your concern about how high our prices are, we incur very hard start up costs including vehicle fuel for our large diesel trucks as well as our excavation equipment, labor for our certified heavy equipment operators, equipment fees for utilizing our Hydroscrub Jet trucks (which is necessary for ALL excavations prior to digging), the removal and disposal charges for all piping and materials used, as well as material costs for all jobs requiring digging.
 
Please let me know if there are any further concerns that we may not have addressed so that we may clear up all issues and concerns that you had, Ms. *******. 
 
We appreciate your business and hope to serve you in the future.
 
Thank you,
Mr. Rooter Plumbing

Consumer Response:

 

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 with regards to being refunded my monies.  However, there are untrue statements within the response of the business with regards to my complaint.  I would like to clarify that ***** ********* did not discuss the individual price breakdown, nor has he been responsible or professional at returning phone calls and answering questions in a timely manner.  In addition, does a business really expect someone to leave their home in such filth for nearly a month after it was destroyed, the answer being no.  Also, there was no removal of old piping or dirt from my home that is said stated in the cost.  The company that I replaced Rooter with had to take on that task, and Rooter should not be compensated for their work of removing the materials that didn't happen.  Mr. Rooter is not welcome on my property, nor do I want them in my home ever again.  As for a hope of being of service to me again, that is clearly out of the question.  

Regards,

 

******** *******

 

 

 

9/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Came to open drain failed to do so but charged me anyway I have called countless times but money has not been refunded even though its been promised

Desired Settlement: 895.00

Business Response: Refund has been processed as of 8/11/14 at 9:21am. This may take up to 5 business days to show on the credit card statement, but I ensure you it has been officially processed by me personally.

 
I sincerely apologize for the delay.
 
 

Thank you,

******** ******

Administrative Assistant

Mr. Rooter Plumbing

9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I called Mr Rooter to un clog a drain. When the guy arrived he informed me that I need a pressure cleaning for $895. I gave him my CC for the $95 service call and told him I would let him know about the pressure cleaning. I called him later in the day and told him to cancell the pressure cleaning as my local plumber could do it for $225 which he did the next day.Mr Rooter charged me $895 and would not talk to me about the issue. I call corporate headquarters in Texas and was told I would get an $800 credit.None happened -----I disputed the charge on my CC. It took 2 months but I won.This practice is part of a scam-----*** *** ********-----******* *****

Desired Settlement: I hope they loss business

Business Response: Mr. ****** signed and authorized Mr. Rooter to charge his credit card $895 for the drain cleaning and the hydroscrub treatment on invoice #130904. On July 17th, his MasterCard ending in ****, which he authorized us to charge $895, was refunded $800, the amount requested by Mr. ******. 

 
Mr. Rooter has done everything in attempts to satisfy Mr. ******, including cancelling a service call after he personally authorized the work, the cost, and the scheduling of the hydroscrub. To further satisfy Mr. ******, upon his request, his credit card was credited. 
 

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Easter Sunday 2013 our septic backed up ,we contracted Mr. Rooter to repair our septic . We were told that top soil would be brought in after our soil had settled to bring yard back to level. About June/July we started to call Mr. Rooter to inquire when the top soil would be delivered and spread. We received no call back. And we have called once a month or more since then, and have received no call backs.

Desired Settlement: We would like the top soil delivered and spread this Spring or we can spread it our selves.

Business Response: This excavation clean up was completed to the customer's satisfaction on July 22, 2014. 

 
This clean up was delayed due to weather and ground settling. We had to give the ground ample time to level and settle to prevent repeating the process in the future.

Consumer Response:

 

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. 

Sirs,
I am writing in response to Mr. Rooter of Pittsburgh's reply to
my complaint .
Why are they just now responding when the complaint was
filed 2/17/2014 and I only have 10 days to respond .
Mr. Rooter claims that the delay was due to weather and
ground settling which is a bold face lie . They fixed our septic about
Easter ( April 2013 ) 15 months ago . Does it take over a year
for the ground to settle ? And were there no sunny days in
365 + days to deliver our topsoil ?
I began calling in August 2013 , when the ground had settled .
There were divits in the yard from their equipment and a sunken
from the house to the septic . I asked them to deliver the topsoil
 so we could put down grass seed and straw for the winter . I was
told they would give the message to the excavation supervisor
***** and he would contact us .
That began a 15 month nightmare of bi and tri weekly calls to
their offices . I would leave a message for ***** to call us but
he never returned my calls . I even told the office people to tell
him to just deliver the top soil before winter and I would cover
it with a tarp and spread it myself in the spring .
After a year of frustration ***** finally returned my calls only
to lie to me several times about the delivery date for the topsoil
and clean up . I was given excuse after excuse .
#1 Their truck broke down.
#2 It is going to rain so we can't deliver the soil .
#3 I'm having trouble getting a crew together .
#4 ***** said give him until Friday . No call / No show .
#5 ***** said give him until Tuesday . No call / No show .
#6 I even had ***** and one of the office people tell me
that they thought they had delivered the topsoil and the
job was done .
#7 I was called on two different days by Mr. Rooter to say
that the crew would be here by 9 am , both times no call /
no show / no call back . I waited until noon both days and
called again .
#8 One of Mr. Rooters office women even hung up on me .
She told me the topsoil had been delivered and done on Friday
( This was on Monday when I called ) . I said that we were not
home on Friday and I was looking out at our front yard and there
was no topsoil anywhere . I said I was tired of Mr. Rooters lies
and I wanted our topsoil . She hung up on me . I then went out
to look closer at our front yard . The sunken area was still there
from the house to the septic and the divits were still there but I
noticed there were a few shovelfuls of dirt over bare spots and
and grass seed was spread around .
I called and asked to talk to ***** and once again he said
" I thought the job was done " . I told him I was tired of his lies
and that it has been over a year and I want it finished . He said
he would be out the next day at 9 am ( July 22 2014 ) . He
arrived at 9 am and I walked the yard with him and he pictures
on his phone and said " you know this doesn't look bad " . I said
no you left it go for a year the grass is growing over the sunken
area , but the sunken areas are still there . Two young men
came and ***** had them unload one wheelbarrow at a time
in the front yard . ***** himself very gently raked the dirt over
the areas and kept asking me if that was ok ? He is the
excavation supervisor and he should know the contour of the
ground and the soil needed to fill in. If I had not been there
I do not know if it would have been done right . ***** asked
if it was done to my satisfaction and I said yes and he took
more pictures with his phone .
I would like this statement left on the BBB web site so that
others are aware of how Mr. Rooter does business .
And how many other people have been ripped off with their
clean up because they got tired of calling them to come
clean up .
I also do not want others to go through the ordeal that I had
to go through .
 
  
Thank You ,
******** *******  

8/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We called Mr. Rooter, because we thought our grinder pump was bad. We asked for an estimate to have a tech come out and they told us they couldn't give us an estimate that the jobs are charged by the job, not the hour. Two techs came, one just stood and watched the other. The first tech unbolted and pulled the grinder pump up. He plugged it in and tested it. While he was testing it he sprayed sewer water all over the basement floor. He stated that the pump was good, but there were things clogging it up that needed to be pulled out. He pointed to a box of gloves and had me put them on and remove the material that was blocking the pump. They were at our house for less than an hour, did not clean up the sewage they spilled on our floor and did not replace any parts. We were charged $224.00 dollars for their so called service.

Desired Settlement: We are more then willing to pay a fair price for a service call and for the work done, I would be willing to pay $75 for the call. Otherwise, I feel we should be reimbursed for the remaining amount we were charged.

Business Response: To address the initial complaint expressed by Mr. ******, we do not give any quotes out over the phone for multiple reasons. All plumbing work varies from one house to the next. We feel that the most effective way for customers to be given the correct, appropriate price for their specific issue, we send our technicians out free of charge to evaluate the particular situation prior to beginning work and prior to charging the customer. 


To address the second complaint expressed by Mr. ******, regarding two technicians coming to residence and only one working while the other stood there and watched: the most effective way for our new employees to learn is to train directly with our current senior residential service technicians. The one technician that was completing the work (*****) is our most senior technician and was training our new residential service trainee. 

To address the third concern expressed by Mr. ******, ***** was able to discover that the grinder pump at the customer's house was in fact in good working condition. It is our hope that this put the customer's mind at ease, knowing their pump is properly functioning and not failing and that it was simply a clog.

We at Mr. Rooter feel that the diagnostic charge was a valid charge, as we have an authorization signature on invoice #****** authorizing the price prior to beginning work as well as authorizing work to begin. However, Mr. Rooter Plumbing strives to achieve exemplary customer service in all aspects of our company. We acknowledge the fact that our technician was not able to satisfy your personal customer service expectations as well as fall short of our high company-wide standards for customer service. In acknowledgement of this, we refunded you the full amount that was initially charged of $223.24. We will be refunding full amount and will process and mail via Certified United Postal Service on Friday 8/22/14. 

Consumer Response:

 

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. However, for the record, they did not address their technicians leaving a mess on our floor or that I was the one who actually pulled the clog out and to be fair to their customers...we have no idea, until the tech does the work if the price seems reasonable as we would have no idea of what it entails.  We thought the price was high when he quoted it, but we didn't have anything to sign until we wrote the check afterwords and had no idea if the work was going to be labor intensive, which it was not.  We of course completely understand the other tech, if he was in training.  

Regards,

 

***** ******

 

 

 

8/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 8/3/14 we experienced issues with our toilet and tub backing up and leaking in our bathroom. The floor was covered with about 2 inches of water. As it was a weekend and evening, we opted to call Mr. Rooter for service. The technician(1) came and looked at the backed up toilet and tub and said that we had a clog. He said that it would cost $550 for him to unclog. Seeing as we had water on our floor and sewage in our tub, we were at a loss on what to do. We agreed to pay the $550 so that he could unclog the line. He said he had to take the toilet off and go through the main line. After performing this service, the toilet flushed and the tub drained, we paid the payment and assumed the issue was solved. About an hour or so after he left, we flushed the toilet and it gurgled (as it was doing prior to this issue and we had told him that.) We left it go because nothing was backed up. The next day, we used the shower and after a 10 minute shower, the water was up to my ankles and not draining. We called them back because they had given us a warranty and the same technician(1) came. He plunged the tub and told us it was a venting issue. He said that it could be worked around. Assuming it was a venting issue and not a clog, we used the items again that night and they began to back up. We called Mr. Rooter who sent out a NEW tech(2) today (8.5.14) who informed us that it was not a clog, or a venting issue, but a belly in the line. At this point he said our warranty was void also. So we actually paid $550 for a service that did not fix the problem and should not have been performed. It did not solve the problem, we have opted to go to another business to fix the actual issue but feel we were unjustly charged for the tech to unclog a line that was not the issue to begin with. Had the tech investigated the line with a camera (as the tech did that came today), he would have seen that it was a belly in the line causing the backup. Invoice #*******nvoice #******Invoice #******Tech 1 - 524Tech * - ***

Desired Settlement: I am requesting a full refund of the $550. As the service I paid for was not the proper fix, and I am still having back up issues with my drains.

Business Response:

A refund for the amount of $598.45 was posted to Ms. *******'s ********** on 8/6/14. A copy of the letter sent to Ms. ******* can be found below:


***** *******                      

* ********* *****             

********* ****** ** *****

 

Dear Ms. ********

Mr. Rooter Plumbing strives to achieve exemplary customer service in all aspects of our company. We acknowledge the fact that our technician was not able to satisfy your personal customer service expectations as well as fall short of our high company-wide standards for customer service. In acknowledgement of this, we refunded your credit card for $598.45 on August 6, 2014. This may take

5-7 business days to post to your account. If there is anything else that we can do for you, please let me know.

 

Thank you,

 

 

**** ******* ******** *******

Mr. Rooter of Pittsburgh

********************  

Consumer Response:

 

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 appreciate your wonderful customer service skills and quick response to this situation. 

Regards,

 

***** *******

 

 

8/5/2014 Problems with Product/Service
7/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filing this BBB complaint because I have called Mr. Rooter multiple times and have been unable to get resolution or a phone call back. On June 20, one of the technicians was sent to a property to perform both a lateral camera inspection and a dye test for a home that we were considering purchasing. Prior to scheduling the appointment, we made numerous phone calls to your customer service to verify the appointment and requested services. The technician was #***. Our reason for calling multiple times is that the technician failed to show up at all after six hours on the first scheduled appointment day, although our repeated calls were met with, "you are next in line."When the technician arrived, he informed me that he had no idea what he was supposed to do and when I explained the lateral camera test and the dye test, he told me he needed to leave to get the materials for the dye test, but that he couldn't do the camera test because he didn't have a camera. He left for 45 minutes and returned with another technician. He suddenly remembered that he had the camera and in 15 minutes, they completed the camera inspection of what I think was the neighbors sewer line. After I asked multiple times about the dye test and the forms required for the borough of *********, he said he wasn't allowed to do either and he left. I was charged $550 for a lateral camera inspection of the WRONG sewer line and the dye test was not performed. Also, the paperwork I presented was NEVER returned to me or to the borough of ********** I have called multiple times, requesting to speak to a manager.

Desired Settlement: I would like a complete refund of the $550 that I paid. First, I was not quoted a price when I called although I requested a quote multiple times. I was told it would be "ballpark $200" and obviously, it was much more than that.I am making this request because the work was NOT performed as requested, it was not performed in a timely manner and I was unable to get resolution or a return phone call from the management.

Business Response: This customer will be refunded the full requested amount of $550. 

Consumer Response:

 

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 am very pleased with the response I received from the company owner, and I hope that they are able to use this as a way to improve the actions of their technicians.

Regards,

 

******** *******

 

 

7/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company charged $895.00 to my credit card but never showed up to perform the work. I called to cancel the service when they did not show up. A week has passed and I have made 3 phone calls regarding the matter but they still have not reversed the charges on my credit card. Twice I have been promised that a manager woudl call me back but none has called.When the original operator (*****) showed up at my home to make an assessment, he told me that my problem could be solved for a repair fee of $895.00. I agreed to this fee and scheduled the service for 2 hours from that visit. He then determined that he was wrong and it would require repairs totally $6500.00. I told him I would not proceed and cancel all services. At this time, he changed his mind and told me that the $895.00 repair would solve my problem after all. I agreed again to the repair but the time window changed from 2 hours later to 7-9 that evening. I called at 8:30 when I still had not heard from the service technician and was told that he would be out in an hour. I called again at 10:00 pm when no one had arrived and was told that he was having vehicle trouble but was on his way. At this time, I canceled the service and asked to be quoted the cost of only the initial technician visit. The company had already made the $895.00 charge to my credit card even though the service had not been performed. I have been trying since then (6/16/14) to have the charges reversed with no response.

Desired Settlement: I would like the $895.00 refunded to my credit card account. I believe thsi is fair since the work has not been performed at my home. I gave the company an opportunity to perform the work as promised and they did not show up.

Business Response: The refund is being processed in the amount of $895 for a credit card reversal. This will take 3-5 business days to post on the account, but the reversal transaction has been completed as of 10:00am on 6/24/14.

7/18/2014 Problems with Product/Service
7/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Mr Rooter came to our house onMay 16,2014 didi work and charged us $95.When my husband call ed and ask them if we could post date the check for thn 30th,the company said yes but the check had to be written out for the 16th and thet woulnt cash it until the 30th.Well they already cash it and the back charged me $37 for unsuffiction funds,Icalled Mr. Rooter and **** the Manger of Accountant said they will give me a check for $95. but will NOT give me the overdraft amount of $37. I told him I would mail another check out for $95 and post date it for the 30th and **** said its like i paid only$58 for the job,,,,,,and said the first time it was like me getting the job for free and he still will NOT give me $37 for the over draft.

Desired Settlement: They still owe me $37 because they cashed the check and they were told prior not to cah it until the 30th.

Business Response: Ms. ****** discussed this issue with ***** our Office Manager. She originally requested a $37 refund. We offered her our sincere apologies for the inconvenience and overdraft fee and offered a $95 refund check (the original amount that she paid for the completed service call) and the customer refused, stating she wanted a $37 refund. The check was dated 5/16/14 and was cashed on that date. Mr. Rooter was offering to pay her $58 MORE than her requested refund to cover the overdraft fee as well as give her an additional $58 as to make the balance even for the amount she paid. The customer refused to take the extra $58 for her inconvenience, and did not accept our offer. We have gone above and beyond in our attempts to rectify this situation, however the customer would not accept our generous offer to resolve her issue.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

 The first thing I ask **** is why he cahed my check before th30th because ther was no money in our account.He said he was sorry and said he would give me a check for $95,now the job they did was free,but I said that was fine but I was charged $37 overdraft fees.Then **** said again NO,but for me to take the $37 out of the $95 and the job would only cost me $59.So is it free or $58.For the bank to erase the $95 and the $37 I would need to put $132 for it to come out even.So can you understand what Im  saying.

Regards,***** ******

Business Response: Our excavation manager,  *****, spoke with Mrs. ****** this morning. They came to the resolution to send a refund to the ******s for $37 for the overdraft fee. Mrs. ****** agreed to this since work was completed to the customer's satisfaction and initially paid for in full ($95). The $37 check will be sent on Friday (6/6) and at the time the check is cashed, Mr. Rooter will consider this matter closed.

Business Response: The $37 check was mailed from our Cranberry office (our only location in Western, PA) on 6/23/14. 

7/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Mr. Rooter in April of 2013 to replace a section of my sewer line. In the process of performing the excavation work, the contractors damaged my porch and unknowingly damaged my neighbor's sewer line. In the fall, they had to return and excavate my yard a second time to repair my neighbors line. It is now a full year later and Mr. Rooter still has not completed the concrete work that was part of the original contract. I have been trying to contact Mr. Rooter throughout the year to complete the work but I can not get return phone calls. I have left messages with the excavation manager, customer service managers, even the store owner but all to no avail. The employees who answer the main business phone line are very helpful and are giving my messages to management but I still can not get a return phone call. The number of calls I have made to Mr. Rooter number in the dozens. It is infuriating that I can not receive a simple phone call from someone in management after my repeated attempts to contact them

Desired Settlement: I would first like to start with a simple phone call. There is a lot of concrete work to be completed and if Mr. Rooter is unable to do it for whatever reason I would be willing to hire a concrete contractor to finish the work and have Mr. Rooter pay for the expense. I feel a full year has been plenty of time for Mr. Rooter to complete the contract.

Business Response: On 5/1/14 at approximately 11:00am, our excavation manager, *****, called Mr. ****** and left a message explaining that we will be out within the next two business weeks (5/5-5/9 and 5/12-5/16) to complete the concrete work at his residence. We will call him before the crews are dispatched to his residence to ensure someone is home at the time of service.

Business Response: Technician number *** went to home on 6/12/14 to complete a recall jet to clear the customer's line. The excavation clean up is on the schedule in the order in which it has been excavated.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

[The excavation was performed over a year ago.  Mr Rooter is clearly evading the issue by saying they will complete the work in the order in which the excavation was performed.  I would still like to receive a phone call from someone with a management position.  That has yet to happen.  

Regards,

***** ******

 

 

Business Response: The concrete work will be completed within 14 days of the end of this business week. It will be completed by 7/11/14. This customer is on the schedule for clean ups, we are doing them in the order in which the excavation was completed. This work WILL be completed. We sincerely apologize for the delay.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

 

 

 

 

 

Regards,l

***** ******

 

 

Business Response: The concrete work will be completed within 14 days of the end of this business week. It will be completed by 7/11/14. I have forwarded this information onto ***** ********* and the other members of the management team to inform them of the priority clean up. 

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mr Rooter Plumbing has a A+ rating with the BBB so i went with them to install a sink & faucet. The sink & faucet were corroding badly & looked like crap. Like a dumb xxx i gave a $1000 deposit thinking i would give most up front while i had it & when all done pay less in the end. That deposit was 1-8-2014 almost 5 months ago. They said the special order of the sink would take 6 to 8 weeks so about that time i called to check on the order, after a few called i finally talked to the manager **** ****** no clue how to spell it. He asked if i wanted the deposit back, i said I'll wait a little longer. After about 3 months i kept calling asking for my deposit back & couldn't get hold of a manager. Four times the secretary said we have an appointment for Friday without informing me. I asked are the parts in? She said it looks that way, so Friday comes & goes. This same thing happened like i said 4 times, so weeks go by & no calls or anything. My friend said email the manager so you have a written record if you have to goto small claims court. Say I'll stop up at your office in 3 days to pick up my deposit & if it is not there i will contact the BBB & take you to court. The PROBLEM is they would not give me a managers email address. There web sight does not have any emails on it just an appointment section with a box you can type stuff in, so i did that & hit submit. Two minutes later a female manager calls to set up an appointment for service. She wanted to hang up fast, I asked hew can i ask you a question, she said she has to go & doesn't have time. She didn't want to help at all. The managers name who deals with refunds is **** ******* i barely got that info. I pushed for a email address but could not get one. Please help me, I cannot do what i really want to do. It is very hard to control my anger with these SCAMMERS!!!Thank You Very much!!!

Desired Settlement: I would like to have my deposit back of $1000.

Business Response: Refund check in the amount of $1000 mailed to ****** ***** at **** ***** ******* ********** ** ***** on 6/19/14.

Consumer Response:

 

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. 

Regards,

 

****** *****

 

 

 

 

6/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had Mr. Rooter do plumbing work from me in December 2013 and I paid them in full using my credit card. They assured me that they would return to my home in the spring to repave the front sidewalk of my house and my basement since they had to tear up the concrete to get to the pipes. I have called them over five times and I keep getting told that I'm on the waiting list. I can't get a straight answer as to when they will return to my home and lay the new cement. I'm very concerned that someone will get hurt either walking outside in front of my home or my family members will get hurt in the basement of my home.

Desired Settlement: I want them to fix the front of my house and my basement by doing what they promised, laying new cement.

Business Response: All excavation clean ups are completed in the order in which they were excavated. The customer IS on the schedule but due to situations out of our control such as rain, we are unable to set a firm date for the clean up. This is our policy with all excavations and it will be completed in the order in which it was originally excavated.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10079789, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

******** *******

 

6/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/25/2014 11am I had a Mr Rooter technician (54) attempting to open a blocked sewer line in the basement . In the attempt the equipment he was using broke off in the drain pipe and is lodged in the drain. The technician wrote out a reciet explaining what had happened and told me someone would call me and make arrangements on how to go about solving this problem. No one never called, I had to make the first call ,I was told that they would send someone out to fix the problem on 4/28/2014 am again no one showed or called , I had to call again to find out what they were planning on doing to solve my problem. I'm still waiting and my basement is still backed up with sewage. I can't get someone else to come out because they refuse to follow behind another company's mess. I need some resolution. Please help.

Desired Settlement: I want the equipment that's lodged underground takened out and any damage done in doing so be repaired to original condition with out any expanse to me!

Business Response: Our excavation manager spoke with Mr. ******* and explained to him the cause of the broken cable. The sewer line is bad/broken/possibly has roots in it. The cable broke due to the bad sewer line, not due to any fault of our technician. The only two options we have at this point are to hydroscrub the line or to excavate the line to remove the broken cable. Both of which would be at a cost to the customer, as it is not a Mr. Rooter error. The customer declined both of these options to remedy the situation. This matter is closed, as the solution was declined by the customer.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

      This company has been totally unprofessional and dishonest, yes there was blockage but the technician should have surmised that after the cable jammed in the first drain he tried. Not only did the cable jam in the first drain but also the second and third before he made a second attempt back in the first drain forcing the cable causing it to break. He told me that he would inform his office to what had happen and that they would call me that afternoon to make arrangements about retrieving the cable. No one ever called!! After several hours of waiting I had a feeling that I was being ignored so I called them. I was told that they were informed of the situation and that they had some one who would be able  to come out and retrieve the cable but that he wasn't in at that time. He told me that their technician would be available Monday morning I said fine anytime after 8am and that I would be home all day. Monday morning no one called or showed up so late Monday afternoon I had to initiate the call again to see if the guy was still coming. That's when I was told that would have to pay for him to come and remove the cable and that if he was not able to do so that the cable would have to be dug up and I would be responsible for the cost .I don't feel that I should be held responsible for their technician incompetents after trying three different drains and encountering obstructions in each one before losing the cable. I just closed on this house 01/06/14 I don't know if there's bad sewer lines or not but I would think the technician should have surmised that. I've been lied to from day one ,I initiated all the phone calls / was never called back ,was told they would send some one out , he never showed up, I feel like I've being scammed. All I  want is for them to remove their cable so that I can retain a reliable plumbing company to service my drains.

Regards,**** *******



Business Response: Per our first response, the technician that came out to the residence broke his cable on the broken sewer line/roots in the sewer line. The sewer line was not broken due to the cable. The technician is in fact able to surmise that from the way that the cable responds to the drain. In this instance, the cable breaking in the manner that it did is indicative of a broken sewer line or roots in the line. The cable did not break due to technician error. Mr. ******* may call the office and schedule a technician to come back out to his home to assess the broken cable situation at no charge. The technician will then be able to inform the customer what the cost, if any, would be to remove/take the next step.

5/16/2014 Problems with Product/Service
4/24/2014 Problems with Product/Service
4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: *** ****** said the sewer was backed up, and he used the snake,and it wouldn't free the clog. He broke open the drain in the driveway to run a camera through. He said he had to have the money up front, $4800.00. That was for the camera and to break the drain open. When he ran the camera he said the whole drain system was bad, and pipes were in pieces. He then said he would have to put in a whole new system, that would involve a whole new line and breaking up the driveway. Additional cost would be around $20,000.00. Then she got a second opinion from another plumber, who said there was nothing wrong with the system.He ran snake 89 feet and used the camera, that showed everything was in good condition. **** ***** called the company this week, and they never returned the call. Will pay for the work that was done, but wants a refund for the work that wasn't done.

Desired Settlement: Description as stated in the complaint above.

Business Response: Mr. Rooter went to Mrs. *****'s property, started an excavation, and explained to Mrs. ***** that she had additional problems. At that time, Mrs. ***** put the job on hold to acquire other bids. We have tried numerous times to contact Mrs. ***** to discuss charges that will apply for work that was performed on the job. 

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/1/2014 the drain in our kitchen and downstairs bathroom clogged, we called Mr. Rooter to come out and give us an estimate on 1/2/2013. The clog was being cause by corroded pipes leading into the main sewer line in the basement. We had previously had Mr. Rooter come out to unclog the main sewer line and were aware that at least part of the sewer needed to be replaced. The Excavation Manager (****) from Mr. Rooter quoted us $4,922 to dig up and replace about 40% of the sewer line in the basement. I agreed, half the money ($2,461) was due before Mr. Rooter would begin the work, and the remaining half was due when the jog was complete. I was informed by **** that at any time I could inform Mr. Rooter that I could cancel the agreement and I would receive my money back (minus any work Mr. Rooter had performed until that point). On 1/7/2014 Excavators from Mr. Rooter returned to start digging out the sewage pipes, the pipe was also jetted and cleaned out. A camera was the inserted into the pipe to inspect the condition of the whole pipe. Upon inspection it appeared that the entire sewage pipe needed to be replaced. **** gave us a verbal quote of $5,900 (not including taxes) to replace the remaining 60% of the sewer pipe. In total it would have cost more than $11,000 to replace the sewer line in the basement. Price Mr. Rooter was going to charge us seemed extremely high. On 1/8/2014 we called another plumber to give us an estimate. The other plumber (**** ***** ********) quoted us $5,900 to complete the entire job. The difference in price between Mr. Rooter and **** ***** ******** was nearly $4,500 or 40% (taking into account the work Mr. Rooter had already done; **** ***** estimated the value of the work Mr. Rooter had completed to be ~$600) After several attempts to reach **** on his cell phone I called Mr. Rooter directly I wished to discontinue the agreement. I spoke with another Excavation Manager who took my email address and informed me that an invoice would be sent to me.I have since called Mr. Rooter on 1/10/2014, 1/13/2014, 1/14/2014, 1/15/2014, and 1/1/2014. On each occasion I was informed that **** or another Excavation Manager would be calling me back shortly. I have not received any calls or received the invoice from Mr. Rooter.

Desired Settlement: To remedy the situation I would like to receive the invoice and the balance on the deposit paid to Mr. Rooter (~$1,900-2,000) back as a refund.

Business Response: Mr. Rooter proposed to Mr. **** a sewer line repair. At that time, Mr. **** agreed to the price. After the job had started, Mr. **** decided to cancel the work. We provided Mr. **** with a detailed break down of charges to be applied to the job. We are in the process of issuing a refund in the amount of $55.72. At this time, Mr. **** has declined the refund and has informed us it is going into litigation.

4/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We had a frozen pipe due to improper placement and planned to have Mr. Rooter put the pipe in the proper area at the correct angle on November 30, 2013. Due to a legal issue, we cancelled the work within Mr. Rooter's cancellation policy. Even though we cancelled the work they processed our credit cards and cashed my check (which made my account have insufficient funds etc). I have now been contacting them everyday since December 15, 2013 for them to refund us our money and give me the proper bill for the minimal work that they did do. The last bill they sent was incorrect, they once again over charged us. I was told via email that they would take care of this issue on January 2, 2014 and I am still waiting.

Desired Settlement: I would like for them to send me a correct bill and to refund my money by Friday January 10, 2014

Business Response: Mr. Rooter has refunded Mr. Moore $12,512.00 over two months ago. This matter is closed and Mr. Rooter has no further obligations with this issue.

4/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Mr Rooter completed a job for us in November of 2013. After speaking with our insurance agent, we realized that we needed an itemized breakdown of the labor that was done in order to file a claim with our agent. I called Mr. Rooter for 6 weeks, talking to the secretary and each time, she took my name and number and no one returned my call. After six weeks of trying to contact them, I hired an attorney to deal with this issue on my behalf. My attorney spoke with someone in the office and he assured tHer that we would have an itemized breakdown by January 2, 2014. As of yet, we still have not received any documents from Mr. Rooter.

Desired Settlement: The only thing that we are requesting is an itemized breakdown of services that they completed in our home so that we may file a claim with our home owners insurance. The job was paid in full immediately upon completion.

Business Response: Customer requested a breakdown to submit to insurance. Customer will have this breakdown by April 4, 2014.

4/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BAD CUSTOMER SATISFACTION AND SERVICE!!!!!!!!Had a backed up toilet. They came to "Repair/Unclog" it-which they did. However 2 days later, same problem with the toilet. Have called many times to try to work out this problem/disagreement only to get the "runaround". This service was provided on Feb 20, 2014 and have started calling on Feb 22, 2014. Have left many messages and told to talk to "**** or ***". Last few times I called, I was told they would call me back--NO CALL!!! Tired of wasting my time with this company--they don't care about customer satisfaction. I have paid $142.95 for this service. Would like my money returned as job apparently was NOT done.

Desired Settlement: paid $142.95 to fix this problem only to have to have problem refixed 2 days later. I feel ripped off by this company-paid for service that they failed to complete. Want my money back, no credit, no other option available.

Business Response: As noted on invoice #******, Mr. Rooter Plumbing came out on 2/20/14 and unclogged a toilet. The toilet was operating fine at the time the technician left the residence. We received a "100% Satisfaction Signature," a "Service Authorization Signature," and a "No Warranty Allowed On This Repair" signature. It is also noted in the second column that there is no warranty on this repair. This customer refused any additional services and only wanted a refund knowing that there was no warranty left on his repair per his initials on the invoice. In regards to contact with managers, he has spoken to two different managers on multiple occasions. He was dissatisfied with the managers answers because, as stated previously, there will be no refund given per his signatures on invoice #******. Unless Mr. ***** would like additional services at a cost to him, this matter is textbook and considered closed.

3/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 1/19 I had a Mr. Rooter service technician come to clear a clogged drain pipe in our bathroom. After trying to use an Electric snake for about 15 minutes he stated that he was unable to clear the drain because of the way the pipes were installed. He recommended the next action was to rip open either the bathroom wall or the ceiling in our kitchen to resolve the issue which would be close to $1000 job. We decided not to have the work done but instead to get a second opinion. He charged us $95. We called in a master plumber and he was able to clear the drain in 15 minutes using a k-50 machine and told us Mr. Rooter tried to fix the problem incorrectly. We have been calling mr. Rooter back now for over a week trying to speak to a manager *****" but he has never returned our calls. We also called customer service at the cooperate office and the said that they would call him but we have not heard back from either of them yet. According to customer service only the office that completed the work can issue a refund.

Desired Settlement: We would like a full refund of $95 since the work was done incorrectly.

Business Response:

March 10, 2014
 
Reference ID #: *******
 
To Whom It May Concern:
 
Regarding Reference ID # *******, a refund check of $95 has been issued to the customer via United States mail. For reference purposes, the check number is *****. Please consider this matter resolved as of 3/10/14, '
 
Thank you,
 
******* ******* 
Plumbing Manager 
Mr. Rooter Plumbing

Consumer Response:

 

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. 

Regards,

 

****** *************

 

 

 

3/7/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Business was scheduled to come to apartment building between 3-5pm today to look at frozen pipes. Parents and newborn baby in apt. I called first thing this morning, and at 5:15pm, plumber still hasn't shown up or called. Called company and they said they were running behind and would not be there until 7-8pm. I explained aobut the little baby and how this apartment had no water at all, and they said they would call the plumber to try and move us up on the list, but that they were heavy on calls today.Got a call from the owner of the company 10 minutes later stating he wasn't going to get to the apartment at all. He had overbooked himself 30-40 calls an hour, and therefor he couldn't get to us. He couldn't even commit to a time he could get to them tomorrow. I explained about there being a newborn baby, and how poor I felt customer service was because if he knew he was that behind, he should have called earlier so we could make other arrangements or find another plumber. He had no explanation, and there was nothing he could do.We are very upset that we were not called earlier in the day to let us know that they were not only running very behind, but that there was a chance they weren't going to make it at all. They took the idea of losing a customer over the safety of a new baby. This company should have called earlier in the afternoon and told us what was happening. I feel that all the hard feelings could have been avoided if we were not left hanging with no plumber and no water at 5:30pm at night.

Desired Settlement: We would like the company to know we filed the complaint and the complaint to be public, so that another customer thinks twice before they chose Mr. Rooter for service.

Business Response: RE: Complaint ID # *******

 
To Whom It May Concern:
 
Mr Rooter of Pittsburgh received an appointment for this home, but we never arrived at the home nor did we provide service to the home. There is not response to this complaint because Mr Rooter of Pittsburgh did not provide any type of service to this address nor customer.
 
Sincerely,
 
**** *******.

Plumbing Manager
Mr. Rooter of Pittsburgh

12/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called Mr Rooter Plumbing to install 50 gallon hot water heater. After employee left it was discovered that $100-$110 was stolen from wallet laying on table where employee passed several times in and out of the house to secure tools/materials from his truck. Called Mr Rooter and was told three times that someone would call me about the matter and no one returned my calls. Reported incident to the Whitehall Police Dept and they took a report and found that employee had multiple criminal activities on his record. Employee denied stealing the money but no one other than employee and family members were in the residence since the money was last seen. Secondly after the hot water heater was installed the Whitehall Fire Dept found that there were two gas leaks on a pipe installed and that the pipe installed was not to code. Whitehall Fire Dept called Mr Rooter Plumbing and asked them to come and make repairs as the gas to the tank had to be shut off for health/safety reasons. A different repair man was sent and installed the correct pipe (to code) and also found that another pipe should have been replaced as it was not to code and he replaced that pipe also. I am disappointed that a national company would send an employee that has a criminal record to any customer's residence or place of business and not inform them of the employee's criminal record. The $100-$110 belonged to my 13 year old daughter who worked hard to save the money. I should not have to worry about a repair person coming into my house and stealing. Secondly if I am paying someone to provide a service it should be done correctly with the correct materials. Fortunately the gas leak did not cause injury to any family members or result in an explosion. The last item I wanted to mention was that I was told they could replace the 50 gallon tank with another 50 gallon tank. A 40 gallon tank was installed. I have been unable to find out why a 40 gallon tank was installed when a 50 gallon tank was requested.

Desired Settlement: I would like to be reimbursed the $100-$110 that is missing. I would also like to know why a 40 gallon tank was installed when a 50 gallon tank was requested and if I was charged the appropriate price since a smaller tank was installed. I was charged $1,143.75 for the installation work. I would like to be reimbursed monetarily for the inconvenience it caused and the poor service provided by installing the tank improperly with two pipes that were not to code.

Business Response:

This is a response to the complaint ID #*******. It is alleged that our employee may have taken cash from the home. After speaking with the customer, she was advised to contact her local police department which she stated she has. It is now in the hands of the police. We are not in charge of this case any further.

In regards to the issues with pipes installed to code on the water heater, a second technician was dispatched and resolved that issue the same day.

In regards to controversy over 40 or 50 gallon water heater installation, the customer was charged for a 40-gallon water heater and gave us the authorization signature to install a 40-gallon water heater. A second 100% satisfied signature was received authorizing that she received a 40-gallon water heater to her satisfaction.

In conclusion, the the alleged stolen money is in the police department’s hands. All pipe corrections have been made and water heater is installed per code. We consider this matter 100% resolved.

Thank you,
 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The Mr. Rooter Plumbing is taking no responsibilities for the action of their employee or the poor service they have provided. I have sent a letter to the Mr. Rooter Plumbing franchise office advising them about this incident in the hopes they will take some action. I would like my complaint posted on your website so that other people do not experience the problems I encountered with this company

 

 


Customer Review(s)

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Customer Reviews Summary

31 Customer Reviews on Mr Rooter of Pittsburgh
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