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:05/01/2024

  Type:Customer Service 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 Rooter quoted me and my husband $10,000 to replace all the pipes in my house, replace my water heater and relocate it under my house, and remove the old water heater from the attic. They also quoted me an additional $1200 to add a water filtration and softener system in my pump house. When they completed the pipes, and had the water heater installed, they still had not removed the attic water heater. They said they would do that when the installed the softener system that was not coming in for a couple of weeks. At this time I got the bill for $11600 and paid them on February 14, 2024, before part of the job was done, noting that it was $400 more than the quoted price. After 2 weeks my husband called and was told it was on backorder. Then after a few more weeks he called back and they stated they found a better system that was in stock that they would put under the house, which we refused due to not wanting to crawl under the house to change the filters out. After going back and forth with David, the owner, about that and the fact that they charged us $400 over the quoted price for work not even done yet, David stated he would refund $400 and get his guys out asap to do the softener system. They came and looked at it to see what was needed, and came back the next day to install it. When my husband checked the work later that day, he knew it was not what they had discussed and looked up the model # online. It was not a softener, it was only a filter that was sold at **** ***** for $99. The next day we found the reciept laying in the yard near the pump house from **** ***** dated the morning of the install for the $99 filter, NOT a softener system like we agreed upon. We called and had a heated discussion, demanding a refund or the system we agreed on, as well as the $400 he promised us back. He hung up on us and will not answer or return our calls at this point. They still have not removed the water heater from the attic either, which they were paid to do.

  Business Response

  Date: 05/17/2024

  Attached is the invoice signed with all work that was completed. We completed all work that was asked of us. There was never a mention of a water softener. 

  Customer Answer

  Date: 05/22/2024

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

• Initial Complaint

  Date:04/25/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 November 8, 2023 I called and spoke to David W******* about installing a tankless hot water for "instant " hot water. He quoted me an estimate of no more than $4,000.
  On December 16th, 2023, one of his crews came to install the unit. They realized they didn't have the correct unit. They contacted David who told them that the system would be over $5000. I called and spoke to David. He offerred to cover some of the additional cost. We paid $5300, which is considerably more than he quoted.
  The workers knocked some bricks out of our foundation, which cost us $500. We also had to hire an electrician because David's crew didn't connect the system right. That cost another $350. We now have a leak in the connection they made to connect the hot water heater to the propane tank. We've had the propane tank and the hvac checked. The leak is not coming from the propane tank or the hvac system. We paid the hvac company $131. To check the system. We have lost a whole tank (approximately 80 lbs) of propane which cost about $500. We've tried to contact David, but he won't help fix the problem. He referred to me as "dum" abd called me a "karen". This.is a TERRIBLE company.

  Business Response

  Date: 07/10/2024

  The leak was coming from the propane tank not the water heater. When my guys got to the house with the unit she wanted a different unit. She wanted the bigger unit. This made the price go up. I covered some of the cost for her. 

  Customer Answer

  Date: 07/13/2024

  
  I am rejecting this response because:  When I first spoke to Mr. W*******, I told him we wanted a tankless hot water heater so we could have "instant" hot water.  He told me he knew exactly what we wanted and that he didn't need to come to our house for a quote.  He told me the total cost would be no more than $4000.00.  When his employees got to our house on November 16, 2023, they realized they had brought the wrong unit.  They contacted Mr. W******* who then told me that the correct unit would be substantially more expense, but he would cover part of the cost.  We gave him a check (attached) for $5300.  This was much more than we were told it would cost.  His employees removed quite a few bricks from the foundation of our house to access our crawl space.  There was access from the other side of the house, but they chose to remove the bricks.  We had to pay a brick mason $550.00 to replace the bricks.  His employees also did not wire the new unit for electricity, so we had to pay an electrician $300.00 to correct Mr. W*******' employees incompetence.  On April 21, 2024, we smelled gas around the new unit.  We did not know where the gas was coming from.  We contacted Mr. W******* to send someone out to check the unit for possible leaks.  He refused to send anyone, telling us to contact ******, the manufacturer of the unit.  I texted Mr. W******* to see if he was going to send anyone out to check for leaks.  He responded by texting "r u that dum?  I called his office to see if someone could come out to our house.  His employee yelled at me and called me a "Karen", which is, supposedly a derogatory remark.  We had to have a different plumbing company come check for leaks.  Thankfully there was not a leak. We paid them $39.50 for a service call. There have been several times when we had no hot water because the unit wasn't working properly.  Finally, Mr. W******* sent one of his employees to test the unit.  We were told that the "motherboard" was defective and they would order a new one.  Several weeks later, we had no hot water, so we had to "reset" the unit.  When we contacted Mr. W*******' company, they indicated that they had not ordered a new motherboard because they are very expensive.  The unit is under warranty, so the new part should not cost them anything.  We have not been advised if they ordered the new part.

  We are seeking reimbursement in the amount $2189.50 for: $1300.00 more than the quoted total $550.00 to replace the bricks Mr. W*******' employees removed $39.50 for the cost of hiring the other plumbing company.

  
  

• Initial Complaint

  Date:10/03/2023

  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.

  ******* ** ****
  
  I had Mr. Rooter out to my house on ******** *** **** because my toilets were backing in my house. He charge me $383. On ********* *** ****, my toilets were doing the same thing again. This time the owner two workers came out and told me I was using to much toilet tissue. They could not see what was causing the sewage line to back up. On ********* *** ****, the same thing happen all three of my toilets was backing up again. Then *****, the owner came out on ********* *** **** and repaired my sewage line and charge me $850.00. He said I would not have anymore problems and sent me a guarantee with my receipt through email. I thought my problems were over. Then on ********* *** ****, I was washing clothes and water started backing up again. I text ***** what was happening. I tried to wash dishes on ******* ** **** and the water started to back up. So from ********* ** until ******* *, I sent *****, the owner, four texts. No Reply. Then on ******* ** ****, I called twice and left a message. No Reply. So this company has gotten over $1200 out of me and my toilets are still backing up in my house. I had to pay a carper cleaner $154.00 to clean my carpet because of the order.
  
  I want my money back so I can get someone else out here to fix my problem that has not been fix after spending over $1200.00 with this company.

  Business Response

  Date: 10/18/2023

  On ***** **** ****, we were out at ******'s house for a clogged main line. Our technician went out and unclogged her main line because she was having issues with her toilets backing up. On ********* **** she called back and said the issue was happening again. This time I sent a different tech out for no charge to unclog her line and this time to camera it as well at this time roots were found in her main line, that was causing the toilet issues she was having, and she was told she needed to replace her main sewer line. On ********* **** ***** went out and personally did this for her at an extremely discounted price so she would not have any more issues with her toilets backing up. On ******* *** she said her washer line was leaking and her bathrooms were fine. I attempted to reach out to her and got no response. I called several times as well as texted. The washer line leaking is different issue from the main line these two lines are not connected. We tried several times to reach back out to her to attempt to let her know this was a different issue. I have attached all Invoices and text messages we have from us to the customer and from the customer to us. We gave her a 10-year warranty on her main line that was repaired. Mrs. **** did not give us a chance to fix anything or explain things to her.

  Customer Answer

  Date: 10/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The owner Did Not reach out to me. On ******* he supposedly repaired my sewage line. Then on ******* *** ******* water was backing up again. I text his personal number from ******* ***** *******. Then on *******, I called his personal cell twice and still no response. That is when I filled this complaint. I also notified my bank and got my money back. This is the only reason he is responding to this complaint. He got my money and was through with me. Also, the issues I am having I did not have them in the past so ask any plumber which I did all of these other leakages are related. He could never step foot on my property again. 
  
  Sincerely,
  
  
  
  ****** ********* ****