ComplaintsforRooter Hero Plumbing

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi BBB,On May 15th, I called Rooter Hero for a late night repair since one of the faucets (hot water) in the tub was leaking and overflowing. The technician who came in said that it needed new cartridge. I already had the new cartridges , I provided and the , the technician charged $495 for his work and because I had proved the new cartridges ,he lowered it to $428. This is exorbitant amount just to replace cartridges in the faucet..Being late in the night, I was unsure about this and hastily payed this amount. Immediately after the tech left, the faucet started dripping again and so I had to call Rooter Hero the next day,a couple of times,but then a family emergency came up and I had to cancel them. The dripping and leakage was getting worse and worse. Since we had an emergency at home, we could not get to it.After sometime the leakage started flowing and so we called Rooter and as a recall another tech came over and instead of fixing it made it worse, the tech did not know what to do, he just sat on the tub and kept staring at the faucets and made a phone call and just kept fiddling with the cartridges and he made it worse, now there is no water coming from the hot water faucet and he also made the other faucet (cold) that was ok earlier, now the cold faucet is dripping and the other hot faucet that needed to be fixed ,has no water coming out .He also wanted to make a hole in the wall, The tech finally left then saying that the previous tech had not done his work properly and so right now he was unable to do it, This has never happened before. We just want to be refunded so that we could get this work done with different plumber service. Very stressful and extremely upsetting and frustrating.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  House had no water supply inside, and water was leaking in the front yard. We contacted the ************* and they came and shut off the water. I called other companies, and Rooter Hero said they could come between 3 pm and 5 pm the same day. A technician named ****** arrived in a truck and quoted $450 to detect the leak. Since we already knew it was a water main leak due to the lack of water supply, I agreed to the price in the emergency situation.****** only had a shovel and a small handheld hammer, and he wasn't adequately prepared with proper tools. He didn't even have a water meter key wrench to open the water supply since it was shut off. He struggled to cut through roots and only managed to dig a small hole of 1-15 ft in an hour. He then said he wouldn't dig any further because water was coming from under the driveway.While he was doing this, he was talking to his supervisor, *************************, with AirPods. It seemed like **** told him to stop digging if water was coming from under the driveway. ****** stopped and spoke to **** over the phone. He then said that the water leak was under the driveway, a huge problem that couldn't be fixed without running a new line, which would cost $14K to $15K.I told him they were supposed to find where the leak was or where the pipe was broken. He kept insisting I sign a contract, saying they could restore water to my home temporarily the next day if I signed that day. He tried to make it sound urgent, but I said I would decide the next day.Next day, I called a few other plumbers, who advised against working with Rooter Hero. They had similar experiences in ****** and were even on the news. I received estimates ranging from $3.5K to $6K to repair the pipe and $8K for a new line with trenchless option My landscaper came and found that the pipe was broken next to the driveway and fixed it for $650. Rooter Hero didn't do their job for the $450 leak detection fee. I would like a refund as they didn't do the job at all.

  Business response

  06/13/2024

  I am very sorry to read about your service and what you dealt with. I located your file in our system, and I will get upper management involved to have this addressed right away.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So far I have called them 7 times on March 6,2024 and I am sure I will be calling them again.They came out last night and failed to clear my toilet when that was the problem.I am dealing with a medical issue that is very serious and I can't get them to come and address the problem.I just want people to know who they are dealing with!

  Business response

  04/18/2024

  Good morning, 

  I am very sorry to read about your service and what you dealt with. I located you're file in our system and I will get upper management involved to have this addressed right away.  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got FLEECED by Rooter Hero. We called them in a hurry after doing a ****** search to get our drain pipe unclogged since our washing machine wasn't working and thought it may be a clog in the pipe. He mentioned it would be a part of the $77 special and the guy tried to with his machine for 3 minutes and said he couldn't get through. He said he would come back tomorrow with his boss and a camera so he could see through. They come back and then tell us its going to be $2600 with the camera and that they would need to replace the pipe directly under our machine. After replacing it, they said they still couldn't go through, and there was corrosion blocking it. They then said it would be another 2500 for a crew to come and grind through the corrosion. They then say our pipes are "old" and say they want another 8k to plaster them to make them good as new. We decline that service because In the camera footage, we saw nothing wrong with our pipes. They then "run water" and say the drain is clear and we are good to go. They then leave and the washing machine still isn't draining through the pipe when it works going into a bucket. They come back and blame the washer which is 1 day old and said the pipes are good. Nothing is still working and they completely misdiagnosed the problem and left without fixing it.

  Business response

  04/08/2024

  Dear BBB, 
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.
  If you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  Rooter Hero Plumbing

• Initial Complaint

  02/20/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  see Attached document

  Business response

  02/20/2024

  Hello **********************,

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.

  I've also advised or Ops manager in the *** office to please contact you as soon as possible

  If you have any further questions or concerns, please do not hesitate to contact us.
  

  Sincerely,

  *******************************
  Rooter Hero Plumbing

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Date of Transaction is 3-14-2022 I paid the them $50,000 They replaced pipe from a bathroom upstairs and replaced pip under the house out to the street. The dispute is that they overcharged (2 other bids obtained after the work was done were much less. These other 2 companies were given the work to be done but not the pcies or company that did the work. they both came out within a few days of calling them. ****** Plumbing bid was $26,387, ******* was $14,433.62, both of these companies stated that for around $35,000 I could of had the entire home's plumbing redone including new fixtures), high intense pressure to agree to the job (stating that it was an emergency and that no other company could come out for over a week making sound like the house would fall down and that it was a health concern), lied about polybutylene pipe failure (home was built before these types of pipes were in use), stated in their paperwork that they were going to replace all cast iron under the house (this was not done).I do not believe that: 1) all the work was needed 2) that they even did all the work that they said they did, 3) they gave me a fair or even reasonable price The water that was under my house may of all been from a broken sprinkler head next to the house. The cast iron that they were said to replace and showed me in a video is still under my house.I have looked into this company since and it seems they have pulled this kind of fraud /scam others. I can provide the bids from *******, ******, and the invoice from Roto Hero.I would like $30,000 back from this company. Thank you, I look forward to a response and what I should do next.

  Business response

  03/18/2024

  Hello,

  Ive forwarded your message to our OPs manager to escalate this matter as soon as possible. We take any accusations very seriously.  Please allow the OPs to follow up 

   

  Thank you, 

  Customer response

  03/27/2024

   
  Complaint: 21263575
  
  I am rejecting this response because:

  No real response/rectification of my complains have been made. I have other bids for the same work from other large companies in the ********** area for much less. Not all the work that was stated to be done was done. I continue to feel and have proof that I was overcharged by at least $20,000. I have proof that not all work was done as was stated in the bid/contract. I am not confident that I needed all the work that they did. I feel that the high pressure tactics that the company employed were designed to rush my decision without the benefit of a second opinion. Some of my next steps will include filing a complaint with the licensing board, filing a claim in small claims court, continue to post negative reviews on many social media platforms monthly. 

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

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called for a $77 kitchen drain special. They came out and suggested a camera line of the main for $362. I consented with 2 promises that I would receive a copy of the video and an estimate for trenchless repair. Both technicians knew that I need the video for a contractor performing other work. They refused to provide me a receipt although they cashed my check. I never received the video or the estimate despite many calls. I had to hire a second company to come out and redo for $250 more. The original contractor's work was delayed by 2 weeks.

  Business response

  02/01/2024

   Dear **** *********************************** you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.
  If you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,

  
  Rooter Hero Plumbing
  
  
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They had previously serviced my address to repair my toilet. About mid October, i called them to report that my toilet was leaking, so i was exercising the warranty on my toilet repair. They dispatched a tech on a Friday and it was determined that i needed to get the floor area around the toilet fixed, and to call them back so they can come out again to set the toilet.I had called them on Wednesday 10/25/23 to let them know that my bathroom floor was ready for them to place my toilet back in place. I was told that a tech "******" would call me on Thursday. No call at all on Thursday 10/26/23. On 10/27/23 @ about 4:30pm, i called the ROOTER HERO GARDENA location. I was greeted by a ******* on the phone and explained that their tech had not called me all day yesterday. She asked for me to wait that she would gather some info. She came back on phone and apologized that they had sent me a text that the tech was on his way BUT that the tech was tied up finishing another job so he would not make it to my location. She was about to hang up without any followup or offering a reschedule. I then interjected and said to her, "wait, so when is the tech going to come to my location?" She then told me to hold the line and she would ask her supervisor. After about 10 seconds, she got back on phone and said that the job had been deemed completed. I asked her how if my toilet was not done. She then excused herself for a minute and put me on hold. After 5 second, she came back and said she would send the tech a message and have him call me at his earliest convenience. Then she abruptly hung up.

  Business response

  11/02/2023

  Hello!  I am sorry about your experience.  We have your concerns in to upper management and we will be contacting you ASAP.

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/6/23, I called Rooter Hero to have a drain cleared. I got the name from a mailer coupon. When I called was told "maybe more" than the $77 advertised. Plumber was able to clear drain but charged $1607.70. I asked for coupon discount of 15% ($1366.55) but was told only $100 off. They wanted to do additional work and would apply what I paid to new charge (estimated additional $3680.00 more) if I agreed immediately. I declined and received multiple phone calls and texts within the week saying they couldn't keep offer open, I needed to act quickly. At this point, the full charge of $1607.70 had already been posted to my credit card. I eventually hired another company to do additional work. He checked the original drain and said that it had only a pea sized opening and will again block. I feel that I was overcharged for poor workmanship and pressured to approve additional work with deceitful promises.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company said our plumbing pipes were all bad and gave us an estimate of almost $72,000. Got 2 other estimates done to find out we had a gasket that was barely leaking and our pipes had already been replaced and are in excellent condition. They literally lied to us. The photos they showed us were not actually our pipes.

  Business response

  11/06/2023

  Dear BBB, The job was completed 7/29 as a 0$ this was only an estimate. If there are any other questions or concerns please feel free to call our office.  Thank you!

*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. ↩