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:02/06/2025

  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.

  On May 21, 2025, I contacted RooterMan GTA for a free drain assessment at my Brampton home. I was quoted a flat service rate of $350 if work was needed, but when the technician arrived, he spent less than 10 minutes on site, did not do a proper assessment, and immediately began a rushed job without clearly explaining the problem or confirming the cause of the backup.
  
  After the service, I was charged $442.24, which included an undisclosed $31.45 fuel surcharge that was never mentioned during booking or quoting.
  
  The technician, ***** *********, handed me an **** and asked for my signature. The screen displayed only a blank signature box, and when I asked what I was signing, he said “That the problem is fixed.” I expressed that I wasn’t sure it was fully resolved, but he became agitated and pressured me to sign. I later discovered I had unknowingly signed a satisfaction statement — something I was not shown or told about. When I tried to explain my concern, he laughed, which I found unprofessional and dismissive.
  
  The work was minimal, the area was left untidy, and he tried to upsell a $98 product that wasn’t even listed on the invoice. I followed up by phone the next day (May 22) with a staff member named *****, but was met with a defensive tone and offered only a $20 credit for future service. I sent a formal complaint email on May 23, 2025, requesting a partial refund and written resolution. I have received no response to date.

  Business Response

  Date: 15/07/2025

  Please see ******** signed invoice as well as photo of the shower drain after drain backup was cleared and job was completed.

  Please read our email response to the customer directly following her complaint below which explains the entire process from first phone call:

  On May 22, 2025, at 10:12?AM, Rooter-man Plumbing & Waterproofing <********************> wrote:
  
  ?Good Morning *****
  
  Thank You for your email.
  
  My name is ***** and I am the office manager.
  
  After listening to the recorded call I can confirm that we were very transparent and straight forward with our pricing prior to booking the call.
  We arrived on site and protocol is to provide an estimate of service, which is emailed so there is no dispute.  This quote  was right in the range of what you were quoted over the telephone $359 (fuel and taxes added on to that).
  At any of these two points in time service could have been declined without any obligation.
  

  The drain cleaner recommended is a treatment we often recommend for any drains to help prevent back ups.  It is a citrus based liquefier with active enzymes, it is natural and environmentally safe and has no harsh acids or solvents.  Again this is a recommendation and there is no obligation.
  
  I can confirm that our pricing in in line with like companies.  Companies that have relevant licenses and insurances, companies with a brick and morter office and staff that answers the phone 24/7, a company with marked trucks, uniformed employees and experienced technicians.  I cannot comment on companies that do not offer the same.
  
  Our pricing is a task based pricing and we do not charge by the hour.  This pricing was provided twice prior to any service being performed and completed.  Again, refusal of service without any obligation was an option to you.
  
  We appreciate your feedback however are very happy that we were able to solve your issue.
  
  For customer satisfaction purposes I can offer you a $20 coupon towards your next service with Rooter-Man.
  
  Thank You Kindly
  *****
  
  Rooter-Man Waterproofing, Drain & Plumbing Specialists
  
  

  Customer Answer

  Date: 15/07/2025

  
  
  Complaint: ********
  
  
  

  I am rejecting the business’s response for the following reasons:
  
  First, I have ******** a copy of the invoice, which clearly shows that the fuel charge was not included in the flat-rate fee as the business claims. It was listed as a separate line item and was not disclosed at the time of the verbal quote. This contradicts the business’s statement and misrepresents the actual charges.
  
  Second, and more seriously, the business failed to address the issue of informed consent. I was handed an **** with no visible text or explanation of what I was expected to sign. When I asked the technician for clarification, he miscommunicated the information and became ******* when I requested to know what I was consenting to. It was only after I received the invoice that I was able to view the terms and conditions that had been included in the digital signature process.
  
  This practice is misleading and a violation of my rights as a customer. I did not have a fair or transparent opportunity to review the agreement before signing, which undermines the validity of the consent process.

  Sincerely,
  ***** *

   

  Business Response

  Date: 26/07/2025

  Our employees are highly trained on our procedures and protocols from the point of the first phone call to the clean up after the job completion.
  
  Although it would be easiest to provide a refund in order to hopefully avoid a negative review, in this circumstance we have fully analyzed the appointment from A to Z and policy and procedure was followed perfectly.. from obtaining signature before and after service, to photos of work site at the end.
  
  You had mentioned you signed a blank screen with no pricing.. ****** *** ***** an ********* image of what the screen would have looked like at time of signing, which would have showed the amount in which you were agreeing to pay, you also received an estimate through email which our system timed stamped and showed you opened and viewed, which did show the full breakdown of charges. Once you sign and agree to service, the estimate converts to an invoice.

  Also you had mentioned in one of your original emails he left the work space a mess. Please see image below after backup was cleared and space was cleaned up.
  
  Please note you were given several opportunities to decline or refuse the service and to ask questions before any work was performed. 
  
  As for the fuel surcharge, this amount is always included in estimated cost quoted (customer service stated, $350 and up) but it is listed as a separate line item for internal purposes.
  
  For customer satisfaction only, I would be willing to refund the fuel surcharge plus applicable tax totaling $35.54 back to the same method of payment that was used. Please allow 3-5 business days to post.
  
  Thank you,
  ***** ******

  
  

  Customer Answer

  Date: 28/07/2025

  
  
  Complaint: ********
  
  I am rejecting this response because:

  Your latest response continues to evade the core issues and attempts to obscure clear violations with misleading statements and irrelevant distractions.
  
  Let me state the facts plainly and unequivocally:
  
  1.  I was handed an **** twice to sign — both times with a blank signature box and no visible text or explanation.
  
  2. When I asked the technician what I was signing, he gave a vague verbal answer that did not match the detailed terms and charges that were only visible later on the emailed invoice.
  
  3. Your response focuses solely on consent to the charges, ignoring the rest of the consent process — including the fact that I was never given clear, visible terms or explanations at the time of signing. This selective focus is misleading and dismisses the broader violation of my consumer rights.
  
  4. The image you ******** shows text and no signature box below — but what I was given was a screen with just a blank signature box to sign and no text to read what I was signing to.
  
  5. You claim I received and opened an emailed estimate that showed a full breakdown of charges. In reality, the estimate was time-sensitive and expired by the time I tried to access it. I could not review it before service.
  
  6. I was quoted a flat rate as a starting price, but at no time was the fuel surcharge mentioned or disclosed. During our first email communication I requested “a detailed explanation of how the final price was calculated.”  You replied, 
  
  “We do not itemize by time and labour. We have created a flat rate pricing dependant on the scope of work.”
  
  This directly contradicts your assertion that the fuel surcharge was included and disclosed.
  
  7. The technician left a mess on the bathroom floor near the garbage can. Your photo only shows the drain, not the uncleaned floor area where the mess actually was.
  
  8. You have only offered to refund the fuel surcharge — an attempt to dismiss the serious violations in the consent process and transparency.
  
  I reject your response entirely. I demand a full refund. If a full refund is not provided, I will accept a minimum 30% refund in recognition of the deception, stress, and violation of my consumer rights.
  
  Sincerely,

  ***** ******

  Business Response

  Date: 13/08/2025

  Hi *****,
  
  Please see our response to your concerns below:
  
  1. -this has already been discussed please see my reply above **** ***** ** **** ** ***** ** *** **** *******
  
  2. -an estimate with all the breakdown of charges as well as terms and conditions was emailed to you, our system is time stamped and shows you viewed it, once verbally agreed that estimate changes to an invoice before any work commences
  
  3. -please see #2
  
  4. -this has already been discussed
  
  5. - the estimate is not time sensitive, our system is time stamped, it shows estimate was opened and viewed before signing, followed by invoice created and time of signatures
  
  6. - we have honoured refund to fuel surcharge
  
  7. -our image shows area of work space, please note we do a general clean up as we are not a cleaning company
  
  8. -you were quoted $350 and up on the telephone as recorded, verbally and on an estimate - all before any service was performed 
  
  * ****** ******* *** *********** ** ********* ** *** ******* **** *** **** **** ****  ** *** * ********* ****** ***** ******** *** ** *** ******* ** ********* *** **********

  We have tried to come to a satisfactory resolution -  as it stands I cannot offer any further refunds as your issue was fully resolved.

   ***** ******

  
  

  Customer Answer

  Date: 13/08/2025

  
  
  Complaint: ********
  
  
  BBB Rejection Response — Rooter-Man Plumbing
  
  Detailed Complaint / Rejection of Response:
  
  I am rejecting the company’s response because it fails to address the core issues, misrepresents facts, and repeatedly evades accountability. 
  
  1. Misleading pricing and selective disclosure: - You cannot simultaneously claim that charges are flat-rate and “non-itemized,” then later justify surprise charges using internal breakdowns that were never clearly presented to me. This selective disclosure is a violation of basic transparency standards under consumer protection law.  
  
  2. Embedded signatures without informed consent - My digital signatures were embedded beneath pre-written consent statements on the final invoice — statements I was never shown at the time of signing. I was presented with a screen showing only blank signature boxes — no visible terms and no accompanying explanation. Embedding my signatures under terms I never saw is misleading and invalidates any claim of informed consent. 
  
  3. *** ******** ****** ********* ** *** ******* ** **** *** *********** *** ******** ** **** *** **** ** *** **** ** ******** *** ** **** *** ******* *** ****** ****** * *** ******* *** ***** ** *** ******* ****** ***** **** *** **** *** **** ***** *** ********** **** * ***** *** ********* **** *** ******* *** ********* ***** *** ********* ********** 
  

  4. Inaccessible emailed estimate: The company claims I opened and viewed the emailed estimate prior to service. In reality, the estimate was time-sensitive and inaccessible at the time I tried to view it. Their assertion otherwise is misleading and implies dishonesty. 
  
  5. Failure to acknowledge uncleaned workspace: The technician left a mess on the bathroom floor near the garbage can. Their refusal to acknowledge this demonstrates a lack of accountability and professionalism. 
  
  This pattern of evasions, misdirection, and repeated denials is disrespectful, rude, and has caused significant stress and frustration. Despite my repeated explanations, the company refuses to acknowledge or address the facts. 
  
  Requested resolution:
  I am requesting a full refund of the charges, or at minimum, a partial refund of 30% to recognize the stress, deception, and violations of my consumer rights.
  
  If this request is not met, I will escalate this matter by filing a formal complaint with the relevant consumer protection authorities and pursuing all other legal remedies available to me. I urge the BBB to consider the company’s repeated evasions, misleading evidence, and refusal to acknowledge documented facts when reviewing this case.

  
  ***** ******

  
  

  Business Response

  Date: 15/08/2025

  Hi *****,

  Please refer back to my original email.

  Your issue was quoted 2x (once on the telephone and then again verbally upon arrival). An estimate was then created for your review one more time which outlined our pricing as well as terms and conditions. This would have given you three opportunities to decline service should you have chosen to not proceed.

  Our system shows the estimate was opened and viewed. Once we were given the go ahead with this estimate it is then converted to an invoice and no longer visible as an estimate. 

  At no point in time was it communicated to us that you were not able to view the estimate.

  And at no point did our pricing change.

  From the beginning we have been transparent with no deception and no changes.

  We have honoured a refund of the fuel surcharge.

  The current invoice for $359+tax will remain as is.

  Thank you,

  ***** ******

  Customer Answer

  Date: 15/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response:

  Dear BBB,
  

  I am submitting this response to the BBB rather than to Ms. ***** ******, as her communications have consistently sidestepped my detailed and honest account of poor service and violations of my consumer rights.
  
  For reference, I previously emailed *******, the BBB case officer, on August 14,, summarizing my core concerns and position. **** ***** ** ********** ** ******. Despite this, the business’s latest reply repeats the same talking points from their original response without addressing any of the substantive issues I raised. **** ************ * ***** ******* ** ******* ********** ******* ** ****** ** **** ****** *** ********** *** *** *** ********
  
  I maintain my request for a full refund, or at minimum, a 30% partial refund, to recognize the stress, deception, and violations of my consumer rights. I ask the BBB to take note of the company’s repeated pattern of evasive replies and their unwillingness to acknowledge documented evidence.

  If this matter is not resolved, I am prepared to escalate the complaint to the appropriate consumer protection authorities and pursue all available legal remedies.
  
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  ***** ******