ComplaintsforMr Rooter Plumbing of London ON

• Initial Complaint

  24/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had someone come out to check a clog in my tub. End of September told me it would be 350-500 max to unclog, decided to think about price as it was a lot at the time. A week later Oct 5/2022 tech came in again to do the work. Same technician first time he was pleasant very communicative on what was going on and what he was doing. Second time on Oct 5 he kept slamming my doors he seemed upset being here couldn’t really communicate with him. He tried 2 different snakes without notifying me of what he was doing or how it was going. After about 15-20 mins claims he has to cut holes in my walls to get to piping I told him to stop immediately as I need to know more information, especially if I can’t pay for the service. Once he stopped I was still billed 356.50 dollars when disputing they gave me a tech discount of 56.50, still paying 339.00 for a job not completed. I was very taken back I just wanted tech to leave because he made me uncomfortable but this is robbery. Not once on either visit did they state that I was going to be charged if issue was fixed or not. Oct 23,2022 me and my husband use our own snake and are able to get out a big clog of hair from the tub took some work but we managed to take the clog out, no major issues no wall cutting, simple snake. I am appalled at the customer service I got one call back from complaining, they left a msg called back but owner was out of office I told them to please call me after 5pm or before 9, if they did attempt it was during those hours and no message left, I want my money back truthfully to rectify this situation. Me and my husband have not ever been treated this way by a business and it needs to be corrected, it took no less than 20 mins to unclog our own tub. We feel as if they were just trying to grab as much money as they could without rectifying the issue, which was a simple fix.

  

  Business response

  01/11/2022

  Correct me if i'm wrong but I believe our Manager has reached out and resolved this complaint.

   

  Customer response

  01/11/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18303541, and find that this resolution is satisfactory to me. We spoke on the phone.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested a "free estimate" as per the company's website. I was given a price and decided to proceed with approx a $19000 repair based on the estimate I was given. I was immediately asked for a $5600 deposit while still standing in my driveway. I indicated to the service person that I did not agree with the portion of the estimate that showed a $3300 charge for "asphalt disposal". He assured me he could take that off if I opted to get rid of the asphalt myself, they would just leave it piled on my yard. I gave him the deposit by credit card and he left. 10 minutes later I had someone from his office calling and asking if I had the rest of the payment ready. I assured them they would be paid when the work was completed. The next day I called and told them I would dispose of the asphalt and asked that they remove that from the estimate. Suddenly they'd only refund $1300, stating that $2000 of the $3300 was for "removal". Ludicrous. I then cancelled the job. I have called and asked for a refund to my credit card and have had nothing but excuses, either the person that has to do it isn't there, or they need to deduct for the original estimate even though they advertise free estimates. They have done no work and have $5600 of my money. I want it returned, in full. They misrepresented themselves more than once, and have done nothing to warrant keeping any of my money.

  

  Business response

  29/11/2021

  Business Response /* (1000, 5, 2021/11/16) */ I have checked and the refund should have been issued. We do offer free estimates, if we are called to your home and we give you a price/estimate and you decide you do not wish to continue with the estimate we will leave at no obligation or cost to you, however if you give a deposit and agree to the work, you are agreeing to the estimate and the work will be billed as charged. That being said if you notice that the refund for the deposit given please contact us directly and we will make sure that it will be taken care of.

• Initial Complaint

  03/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mr Rooter London Date of transactions March 26 and 29 2021 Amount paid $6150.53 Their commitment Install sump pump, get plumbing permit/inspection. Dispute Failed to get plumbing permit/inspection, lying about it. and not responding to my request for resolution. Attempt to resolve They have made no attempt to resolve after my numerous requests.

  

  Business response

  24/08/2021

  Business Response /* (1000, 5, 2021/08/13) */ I believe **** from our office and ***** are communicating a resolution, She is currently off sick until Tuesday which is past the deadline for the reply so I will make a note for **** to update ***** next week.

*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. ↩