Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DATE: 3 Dec 2024 Description: GNATS INVASION Called Mr. *********************** Gnats, as I saw coming from right side of toilet. Worker came, told me I needed he would have to pull toilet up to check problem! Took toilet up, put new stuff there, I wa expecting to get rid of gnats! Still have Gnats, called for another appointment, came, checked all areas in house, just had to run water in 2nd bathroom tub, other than, he said everything looked great! NOWAY, had to call for another technician to check bathroom out, not good, problem still exists! Taled to someone today and he was not Customer friendly at all! Spent $773.36 for nothing, I am very disappointed! Never gave me receipt just took my check! GNATS all over house, keep bathroom door closed, (upstairs bathroom)

  Business Response

  Date: 12/13/2024

  Hi, I am sorry that this has happened. Customer had a toilet that she had for 3 years sitting in the garage or storage, Then we were called for installation of this toilet. When we removed the old toilet, we realized the ****** (where toilet sits on, is in need of repair, which we did. We repaired the ****** and using a new wax ring, installed the toilet. Everything was fine and a few days later we got called that a customer experiencing Gnats around drain issue. Tech was dispatched and could not see any Gnats and was offered to remove and reset and still nothing to see. 2 days later she called and complained that she has Gnats. Another tech went to the place and he checked everything and still nothing could see, and left. There is no video of any kind to see what it is and she called for 3rd time saying she is seeing again and manager asked for video since we have been twice and every time cost money for us to go. Customer said no and she wanted someone there right away and manager said, unless he sees a video, we cannot send any one. This is what has happened.

  Business Response

  Date: 12/13/2024

  Hi, I am sorry that this has happened. Customer had a toilet that she had for 3 years sitting in the garage or storage, Then we were called for installation of this toilet. When we removed the old toilet, we realized the ****** (where toilet sits on, is in need of repair, which we did. We repaired the ****** and using a new wax ring, installed the toilet. Everything was fine and a few days later we got called that a customer experiencing Gnats around drain issue. Tech was dispatched and could not see any Gnats and was offered to remove and reset and still nothing to see. 2 days later she called and complained that she has Gnats. Another tech went to the place and he checked everything and still nothing could see, and left. There is no video of any kind to see what it is and she called for 3rd time saying she is seeing again and manager asked for video since we have been twice and every time cost money for us to go. Customer said no and she wanted someone there right away and manager said, unless he sees a video, we cannot send any one. This is what has happened.

  Customer Answer

  Date: 12/14/2024

   
  Complaint: 22672854
  
  One person is lying about the toilet.  He was one of the managers, very discussed.  I did not tell him that the toilet was in my gargage for 3 years.  I purchasesd the toilets in 2021 and had someone put them on.  The toilet is not the problem here, its the bugs coming from the toilet when you lift the toilet top up!  What are the bugs, drain gnats, gnats, swamming in circles who knows!  The tech told me what he had to do, I asked for a cost, first of all, tech gave me that, told him I could not pay all at once so he said he will check office to see if he could set up a payment plan!  I said it would have to in the next two weeks, so I wrote two checks, one to cash on right then, and the other to be cashed on Dec 13, 2024!  Tech took both checks!  As of now, one check has been cashed and waiting for the other one to be cashed!  The tech also told me the bugs could be coming from an opening of sorts, like I have another bathroom on the first floor, only used the shower once or twice since living here!  He told me to turn on the water, which I did because he said someting about needed to cut on water to drain, I did not get it!  Anyway, that was it, asked me any other places in the house that was never used or opened up!  Tech said something about the pipes, told him the houses around here where built in the '60s!  My house was build in 1963-64!  Now I know I did ot need a plumber at all!  Reason:  Gnat problem still exists, and I have to live with this untilI I find out whats going on! 

  Mr. Rooter is NOT a good plumbing company, think I was taken advantage of!

  Sincerely,,

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

• Initial Complaint

  Date:11/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They was Careless and didn'**** anything about Jackhammering through asbestos tiles in my basement. After the job was finished I started to develop horrible sinus issues. I'm getting a lawyer also the company lied to me about what was wrong with my sewer line. My issue wasn't on my property it was on the city's side. How did I find out the company completely ripped me off. They dug and replaced my sewer and told me when they was finished the sewer is still clogged you got to call 311 and they will snake the sewerfor free.

  Business Response

  Date: 11/19/2024

  Hello,
  
  We are so sorry to hear that the customer feels unhappy with our service, we surely did not hear anything bad from the customer themselves when we finished our work. This house was built in 1938 and had the original cast iron/terracotta piping. When we were called in, this customer was having issues with their drain. We attempted to snake the line from the toilet since there were no other access points. We found that the pipe had a heavy amount of roots which was caused by the tree that was sitting directly above the sewer line in the backyard. The only way we could fix this issue was to replace the entire sewer line through trenchless technology by bursting the pipe from inside the house to the outside city connection.
  
  We did see there were asbestos in the tile which we did explain to the customer that after we had finished that they need to immediately contact a restoration company, we also gave them a referral card for a restoration company. Our Employeees put on special mask for this type of environment while they were working. We were able to burst the pipe right through the path of the pipe which helped resolve many of the issues she was facing. However, the amount of roots were so much that it went into the city sides connection. By us providing a cleanout outside, (access point into the sewer line), the city was able to come and resolve the issue they had on their side. In the state of ********, if it is a city issue, the city will require to install an access point on their property near the city side which we did provide. We did explain to her that the city was coming to take care of their side. We also did explain to her that she needs to take care of the asbestos as soon as possible, which the customer did understand at the time and were going to do it right away. That was our entire job, the job was well done.Customer paid us full amount. Also our customer was Mrs. ******* *******

  Business Response

  Date: 11/19/2024

  Hello,
  
  We are so sorry to hear that the customer feels unhappy with our service, we surely did not hear anything bad from the customer themselves when we finished our work. This house was built in 1938 and had the original cast iron/terracotta piping. When we were called in, this customer was having issues with their drain. We attempted to snake the line from the toilet since there were no other access points. We found that the pipe had a heavy amount of roots which was caused by the tree that was sitting directly above the sewer line in the backyard. The only way we could fix this issue was to replace the entire sewer line through trenchless technology by bursting the pipe from inside the house to the outside city connection.
  
  We did see there were asbestos in the tile which we did explain to the customer that after we had finished that they need to immediately contact a restoration company, we also gave them a referral card for a restoration company. Our Employeees put on special mask for this type of environment while they were working. We were able to burst the pipe right through the path of the pipe which helped resolve many of the issues she was facing. However, the amount of roots were so much that it went into the city sides connection. By us providing a cleanout outside, (access point into the sewer line), the city was able to come and resolve the issue they had on their side. In the state of ********, if it is a city issue, the city will require to install an access point on their property near the city side which we did provide. We did explain to her that the city was coming to take care of their side. We also did explain to her that she needs to take care of the asbestos as soon as possible, which the customer did understand at the time and were going to do it right away. That was our entire job, the job was well done.Customer paid us full amount. Also our customer was Mrs. ******* *******

• Initial Complaint

  Date:09/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr ********************** was contacted to resolve a clogged sink approximately around 8/13. The technician ****** ********* came out on 8/15 to perform the job--quoted a price of $45. The price was confirmed multiple times in conversation as $45. He initially tried to sale me a $950 repair of the clog but I declined. My **** card was charged $485 instead of the $45 verbal agreed and communicated as the cost for the repair. I did not receive a receipt of this charge--I emailed the company back concerning the lack of receipt--email bounced back. When my card statement came out a couple of days later, I learned that I had been charged $485 for the job. I have since tried to call the company multiple times without call back. Each time they said they would have the technician call me.

  Business Response

  Date: 09/12/2024

  Unfortunately, this customer misunderstood $445.00 to $45.00. Nobody does drain for that kind of prices. The technician made sure she understood that trying from another location would be almost 1/2 of the price, but it may not work and if not, it would be $950.00. The customer accepted that, and we were able to save her money by another method and resolved her issue. When we were running her credit card again the amount was mentioned. If there was a problem, then it would have been addressed right there. This is a going price, and the customer may have misunderstood. Our technician, who has been with us for several years, never had any issue of this type. I hope this will be a satisfactory answer. Thanks.

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 01/30/24 Mr. Rooter installed an entire Battery Powered Backup Sump Pump System at my home. After the installation I noticed that it was not the model that I was specifically quoted by the owner / service manager (Franz). I contacted Franz and after being argumentative and then admitting that he made a mistake with the model number, he agreed to have his plumber return and replace the sump pump with the correct model originally quoted. After the correct sump pump was installed, I noticed that the battery installed with the sump pump was a battery that did not meet the manufacturer minimum amperage rating of 105 amp hours, Mr, Rooter installed a 88 amp hour battery. I contacted the Manufacturer ((Zoeller) technical support team who confirmed that the sump pump requires a 105 amp hour battery. I contacted Franz at Mr. Rooter who stated that the battery is the same battery that they always use giving to them by the distributor Ferguson Plumbing Supply. I contacted Ferguson and just like Zoeller they confirmed that the battery was not correct. Mr. Rooter has made no offer to give me the correct size battery. When I agreed to purchase the sump pump system from Mr. Rooter they are responsible to install a system the contains all parts that the manufacturer requires at a minimum for optimum performance or at least is what a consumer should be expecting. I want the correct rated battery required by the manufacturer and listed in the installation manual that was handed to me by the plumber who installed the system.

  Business Response

  Date: 03/07/2024

  The customer is correct, and we brought to the attention of the representative from Ferguson. They have ordered the battery and, it is getting picked up and will arrange with the customer to bring and exchange it with the old one.

  Franz

  General manager

   

  Customer Answer

  Date: 03/08/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by Mr. Rooter of Greater Baltimore in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to add, overall, Mr. Rooter’s plumbers do excellent work and this miscommunication over a battery issue involving the supplier should in no way negatively reflect on Mr. Rooter. The issue was resolved quickly and professionally.
  
  
  
  Sincerely,
  
  
  
  ******* *********

• Initial Complaint

  Date:05/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On morning of 5/21/23 I discovered I had no Hot Water and the electric breaker was tripped. The panel is a Square D 200 amp panel that was installed in the summer of 2022. I reset breaker in about 15 min it tripped again. So I called Mr Rooter Plumbing of Baltimore. Described what had happened. Was told it sounded like a problem with the Therm a stats and they would send someone to look at the Hot water heater that is only 2 yrs old. That the unit being 2 years old that the 6 yr warrantee was only for parts and I would have to pay labor. I agreed.
  
  The tech arrived and stated that he would change the thermostats (2) and the heat elements. This was done after the electric was turned off to heater. He proceed to test each item with a continueity tester. I observed each test and seem to be ok but he changed both thermostats and core heaters. turned on electric breaker and it seemed to hold. He left with all items removed. The High Pressure did leak and it took approx. 15 min to remove and replace. After he left I waited for tank to heat. after 1 hr I got cold water. Total paid $ 650.00
  
  I called the company and spoke to franchise owner. He state that it must be a bad circuit board on the unit. I don't know so he said the unit would have to be replaced (again my labor cost) to be paid before he would come to do work. Another $300.00! Now I am upto $950.00
  Next day they removed unit and put in new 1. After completion I waited to the same problem, cold water. I went down, breaker tripped, with a new tank with 2 more therms and cores, Asked what to be done with the equipment? They said throw away.
  I called Maker of tank and was told no circuit board.
  My conclusion: He did not Trouble shoot old one installed and over charge by installing a new one to replace a new one with 950 price.
  Talked to heater company and Franc HDQR in texas they say I was ROBBED. I have stopped on charge on my CCard. 650 and will stop other. I want restitution.

  Business Response

  Date: 05/26/2023

  In response to this Gentleman issue, it did not exactly happen as he described. As you can see from the original receipt showing that tank had 6-year manufacturer warranty and 1 year labor. When Mr. ****** called, about the heater, we immediately responded that, and manufacturer has procedure to follow up with replacing upper and lower thermostat and the elements. The price was $425.00 which the parts was under warranty, and it would take too long and would have been a $50.00 parts and rest labor of getting that mode and replacing. Mr. ****** agreed to that price. Also, TMP valve has gone off due to extreme temperature that could have been caused by thermostat going bad. Thermostat has connections to a board that could have gone bad as well and that cannot be replaced and the whole water heater had to be replaced if upper and lower replacement does not work. A few hours later we got a call from Mr. ****** that water still cold and it has tripped the water heater. I mentioned it could be an electrical issue and an electrician needs to be called. He got overly aggressive and wanted the whole water heater replaced. So, I called the manufacturer and they agreed to replace it. The price of replacing a water heater such as the one he has is $975.00 since labor and parts on our side were out of warranty. I told him that I would apply all the money he spent toward the job, and he was incredibly happy with it and the next day we replaced it. After replacing, it tripped again. What Mr. ****** failed to say that he has been playing with breakers before any of this start. Then he realized he needed to replace the breaker that he put in on his own and not giving enough voltage. He Replaced the new breaker on his own since we are not an electrician, and everything started working. Then he wanted the old one back which was already sent out to the supply company, and we don't know what they did with it and the one we installed consider used now. He became rude and did not take responsibility for his what he did to the breakers before any of this mishap started, and he should have listened to me to get an electrician after we replaced, the upper and lower Thermostat and elements and he refused to do it then. As far as disputing, we will get a chance to reply with evidence and in past Banks have always worked in our favor. We will see. We have no desire to refund at all and after what were put through and we bend over backward to help this situation. We do not wish to talk to Mr. ******, since he used profanity and very unreasonable and aggressive and we have conversion on recording for all these taking place and clearly you will see our conversation is a lot closer to what I have said here than Mr. ******s explanation.

  Customer Answer

  Date: 06/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:   If the unit was bad as this company says with a bad pc board , why does the manufacturer of this unit say it doesn’t have any?  The tech sent out , tested the elements & the thermostats and found that the seemed good but replaced them all.  Then with result left without a pc board in the unit as stated by the manufacturer, The company says replacement!  I had the electrical panel replaced this past summer with top of the line Square D 200 amp service.  The breaker, a 30 amp breaker was found to be bad and I replaced it. If the technician checked,as he should have, and found nothing wrong with the unit except the valve, I would have no problem paying a service call fee and replacing valve fee.  But they seem to be part changers not doing service.
  No I don’t think I should have paid for all that was done!  I would agree for a tech fee and the replacement fee of the one part, the valve!  Which a service fee is usually in hours but they seem to do each item at approximately $200.00 as if each one was a separate service from office to house.  and back.  Also where’s the itemized receipt that I have yet to receive?  How does he refute the manufacturer statement of no pc board in the unit?  If that’s true then as we found out then he removed 2 good thermostats & 2 good elements, plus replacing the heater too that only need a knowledgeable technician a new valve & 1 replacement of a breaker??? 
  
  
  
  Sincerely,
  
  
  
  Randall ******

  Business Response

  Date: 06/07/2023

  We did reply to this complaint

   We received a call on 5-21-2023, from Mr. ****** regarding his water heater issue. This water heater was installed by our company back in 7-2021 with 6 Year manufacturer warranty and 1 year labor and parts we used for the heater. Mr. ****** told us that the heater is popping the circuit breaker. We sent technician and we realized that there is an indication of lower and higher elements with their switches could be bad. These parts are warranted by the manufacturer and parts will be free ($75.00 parts) and $350.00 labor and I knew it would take 3-5 business days to get them since they do not do overnight. The customer agreed to pay that amount. Also, the customer has the TMP relief valve (65.00 Part) leaked, and $150.00 labor needs to be replaced as well. Again, the part is under warranty but not labor. Customer agreed for us to buy waiting for parts to arrive. After replacement we realized the water heater was doing the same thing. So, after talking to manufacturer, Manufacturer decided to replace the heater. We did replace the heater and from $650.00 customer paid, we gave $625.00 credit towards $975.00 for replacing the water heater out of labor and parts warranty. 

  What customer Mr. ****** failed to tell us was that he has been missing around with his electrical circuit breaker and caused all these problems. After installing the new heater, he realized the new fuse that he put in was the wrong one and was not giving enough juice to the heater. All these times Mr. ****** was upset and wanted the water heater to be replaced and not repaired. Well, we did replace it, but the problem was caused by him. He wanted his old heater back and it was not possible since it was returned to the supply company. Again, all of these issues were caused by Mr. ****** and we cannot take any heater back after installation if there are no issues. This is our response. If you have any questions, please call ###-###-####.

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company came out on 4/11 and told me that they found a leak and had to change the piping to repair, said that it would be 550 to repair the leak. the technician axle completed the work and showed me the water heater testing results (not the work he did), told me that the leak was fixed, I still smelled gas and my asthma started bothering me so I called BGE who came out and informed me that the MR. ********************** technician did not fix the leak, it was still leaking. The MR. ********************** technician didnt complete any work besides putting caulking on. I requested to speak to a supervisor and was directed to ***** ***** (not sure of the spelling of his last name) requesting that another technician come out because I didnt feel comfortable with the same one coming out and was told that I was being difficult , either I let the same technician come out or wait a week and dont know what the h*** Im talking about followed by him hanging up on me. They also sent me a invoice with no job description and then went in and edited it and sent it to me.

  Business Response

  Date: 04/12/2023

  When we do a work and if things do not work out, we go back and fix it under warranty. The fact is, the job was done correctly and apparently, she starts smelling from another area of furnace which had nothing to do with the area and section where we did the work. Mrs. ****** called BGE and they came and while they were there, I talked to BGE, and they indicated where gas right now leaking has nothing to do with the work we did, and it is completely a work that *** is responsible to do. When a person calls and screams and would not allow to talk, and gets out of line, we have no choice except to hang up. She calls bak and I told her I have the gas fitter back in less than an hour if you claim what we did still leaking. She said some else has to come. We are sending another gas fitter back today and if our work has an issue, then we fix it for free and if not and it is a new area that relates to plumbers work, then there will be a new pricing.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19923583
  
  I am rejecting this response because:  

  When we do a work and if things do not work out, we go back and fix it under warranty. The fact is, the job was done correctly and apparently, she starts smelling from another area of furnace which had nothing to do with the area and section where we did the work. 

  This isnt true at all, the gas smell was coming from where it originally was supposed to be fixed (*** tags are attached)   . No where does it say the smell was from the furnace just the area they were supposed to fix! 

  
  

  
  

  Mrs. ****** called *** and they came and while they were there, I talked to ***, and they indicated where gas right now leaking has nothing to do with the work we did, and it is completely a work that *** is responsible to do.

  The *** technician told him that he didnt check the area they did the work yet and the owner hung up the phone while he was checking and indeed told me it was on them because he didnt see any work done besides the blue chalking (reference to the before and after pictures. 
  

  
  

  
  

  When a person calls and screams and would not allow to talk, and gets out of line, we have no choice except to hang up. She calls bak and I told her I have the gas fitter back in less than an hour if you claim what we did still leaking. She said some else has to come. We are sending another gas fitter back today and if our work has an issue, then we fix it for free and if not and it is a new area that relates to plumbers work, then there will be a new pricing.
  

  When a business tells you to shut the h*** up, you dont know what youre talking about you have a freedom of speech to say what you was as well especially when youre trying to explain whats going on and that you dont feel comfortable with the same technician that said they work was completed when indeed it wasnt (check the *** tags and invoice). Yes I wanted another technician or a supervisor, how do your statement go from done right the first time and you become unprofessional when it isnt? & cant send out a supervisor? 
  

  
  

  
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/12/2023

  We do not use profanity or offensive language. We do ask customers to allow us to speak and we listen. We are sending our tech today to check it out. I have already replied to this matter and Continuing responding, will not do any good with this customer.

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19923583
  
  I am rejecting this response because:

  Another technician came out yesterday 4/12, found a leak on the fuel line, called the office let them know that the issue wasnt fixed like the previous technician said, and they sent a quote of an extra $570, they came out today 4/13 and since i asked about the cutting into the wall vs the wood thats behind the wall they said they required the rest of the payment before the job was completed, and to call the office. At this point I would like a full refund of my money so that I can go with another company. The leak detection that BGE , ****** , whom all came before Mr. ********************** insured me that there was no leak at the union where the technician said he repaired. I paid money for the leak that was tagged to be fixed and it was not. 
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 04/14/2023

   
  Complaint: 19923583
  
  I am rejecting this response because:

  Another technician came out yesterday 4/12, found a leak on the fuel line, called the office let them know that the issue wasnt fixed like the previous technician said, and they sent a quote of an extra $570, they came out today 4/13 and since i asked about the cutting into the wall vs the wood thats behind the wall they said they required the rest of the payment before the job was completed, and to call the office. At this point I would like a full refund of my money so that I can go with another company. The leak detection that BGE , ****** , whom all came before Mr. ********************** insured me that there was no leak at the union where the technician said he repaired. I paid money for the leak that was tagged to be fixed and it was not. When he left today (because I wouldnt pay a remaining balance before the job was completed) he left my gas on and didnt inform me. I didnt notice until I came in, washed my hands and the hot water was working. BGE is currently on there way again to turn it off . 
  

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 25, 2022, I called submitted a request through Angi to have estimates for a small leak I had under my sink. Someone from Mr. Rooter gave me a call to discuss what the problem was. I expressly asked how much the estimate was going to be, which they replied that it was free. They then scheduled me for later in the evening. The technician arrived within the window, and was courteous enough. He asked what the problem was, looked under the sink, gave a piece under the sink a quick tighten with his hand and then proceeded to tell me that that was $89. I am concerned and confused because I was not certain how it went from a zero cost estimate, to him fixing the problem without my approval and then charging me for it. When I called the company, I was told that he should have charged me more and that I basically shouldn't complain about it because it was only $89. I have no issue with paying for work that was done, if the cost was covered upfront and "work" wasn't done without my permission, and then I was billed for it, but that is not what happened. The technician called this a dispatch fee, but when I asked if there was a cost for an estimate, it should've been explained that there was no cost for an estimate, and if there were going to be other costs, that should've been made clear as well.
  

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 5, 2022/10/26) */
  The Case has been settled with the customer and refund has been taken care of.
  
  
  Consumer Response /* (2000, 7, 2022/10/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company has addressed my concern to my satisfaction.