BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Mr. Rooter meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Mr. Rooter include:
- Length of time business has been operating.
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
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:
Texas State Board of Plumbing Examiners
Phone Number: (512) 458-2145
Type of Entity
Business ManagementWes Howard, Owner
Plumbers Plumbing - Contractor Plumbing Drains & Sewer Cleaning
Alternate Business NamesCladwes Enterprises, Inc. Mr. Rooter Plumbing
1211 S Main St
Lumberton, TX 77657 (409) 755-3536 Directions
PO Box 8010
Lumberton, TX 77657
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Types of Complaints Handled by BBB
BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:
- Advertising or Sales
- Billing or Collection
- Problems with Products or Services
- Guarantee or Warranty
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BBB Complaint Process
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Additional Phone Numbers
- (409) 727-3777(Phone)
- (409) 755-2200(Phone)
- (409) 755-3536(Phone)
- (409) 883-2244(Phone)
- (409) 982-2244(Phone)
- (800) 757-3536(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
BBB Letter Grade Scale
Star Rating scale
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.
Problems with Product/Service
Read Complaint Details
Complaint: Service was provided knowing it would not correct the problem. First occurrence 2011 work provided was OK. Drain was snaked and 90 day warranty issued. Second occurrence 8/12/13. Same procedure performed. AFTER payment of bill($195.00), noticed 30 day warranty and questioned why only 30 days. Response "this was not going to work". If technician knew "this was not going to work", why was I not told this before the snake was performed and bill paid. 10/22/13 same problem reoccurred. Called Mr. Rooter and told them I had the same problem I had on 8/12/13. Response was "We will send a technician out". When technician arrived, he ran water thru the washer 3 times and said that if he did anything more I would be charged. I refused and he left. I have heard nothing from company since. Feel this could have been avoided by him telling me that snaking the drain would not alleviate the problem before the work was performed. On 8/12, had we been told snaking the drain would not solve the problem before it was done and the bill paid we could have elected to have additional services performed and not have paid for something the technician knew would not solve the issue. Service that the technician said needed to be done cost $500+. As far as I am concerned, the wasted $195.00 could have been applied to the $500+ charge to correct the problem the right way instead of just collecting it for a service that he knew was in vain.
Desired Settlement: The trust with this company is broken and they will not be allowed on this property again. Did not expect them to come here for nothing but do feel that the $195.00 charge for service performed knowing it would not resolve the issue should be refunded. At a minimum, I feel if they returned $150.00 of the charges, they received compensation for a service call and we can apply that amount to have the problem repaired correctly.
Business Response: Initial Business Response /* (1000, 5, 2013/11/12) */ Contacted the customer to discuss the issue. A resolution was reached and we thank her for bringing this to our attention. Additional information received 11/15/13: Thank you for bringing this matter to our attention. The only way we may understand and improve our customer experiences is when customers like yourself share their displeasure with our service. Typically we survey our customers after the service is provided in order to make whole any shortfall in service as quickly as possible,. It appears we failed in this regard as well, our we would have been informed well in advance of the third level of resolution. It appears more training is needed to bring the service technician's understanding of how this matter should have been handled in order to resolve your plumbing and service issues. Again, many thanks for your willingness to bring this to our attention and please accept this refund in the amount of $195 as a token of our desire to make right this issue. It is my hope, that someday you give us an opportunity to serve you again in a manner that reflects your true value as a customer.
BBB's Final Determination: Consumer accepted resolution offered by the business.