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:05/09/2023

  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.

  Complaint against Rooter Pro Express: Deceptive Pricing, Unprofessional Conduct, and Lack of Transparency I am filing this complaint against Rooter Pro Express regarding an incident that occurred on May 8th. I engaged their services for an urgent plumbing issue in my rental property, which is still under warranty. My experience with Rooter Pro Express was deeply disappointing and frustrating, marked by deceptive pricing, unprofessional conduct, and a lack of transparency.After contacting Rooter Pro Express, they assured me that a technician would be sent on the same day. However, during the initial phone call, the operator requested my credit card information and stated that the trip cost would be $59, with the possibility of waiving the fee if I accepted the subsequent quote.Upon the technician's arrival, he assessed the problem and provided a quote of approximately $73 to replace two pipes and knots, which I confirmed with him to ensure accuracy. I later discovered that the technician spent a total of 30 minutes to fix the issue and an additional 30 minutes driving to ********** to purchase the necessary parts. This brief duration further raises concerns about the exorbitant charges imposed.To my astonishment, I later received an email invoice totaling a staggering $732. Subsequent attempts to address the issue with Rooter ******************** proved futile, as they refused to provide a breakdown of the charges, including the cost of the parts used. Their lack of transparency regarding the pricing, coupled with the refusal to disclose the parts price, further emphasizes their unprofessional conduct.Given that my rental property is still under warranty, I am not responsible for any repair costs. The excessive charges imposed by Rooter Pro Express are unwarranted, especially considering the minimal time spent by the technician and the lack of disclosure regarding the parts' actual price.I am seeking a fair resolution to this matter, including a refund for the excessive charges and a detailed breakdown of the costs incurred, particularly the parts used in the repair. I hope that the BBB can assist in facilitating a resolution between myself and Rooter Pro Express, ensuring transparency, fairness, and adherence to warranty coverage.Thank you for your attention to this matter.Sincerely,*********************

  

  Business Response

  Date: 09/06/2023

  Rooter ProXpress, like other service providers, is not able to quote any job prior to arriving on site and assessing what is needed to make repair.  This is explained to every customer who requests our services.  Our prices are disclosed after the initial assessment.  We ask that the property owners sign a service agreement before any work is performed.  We work with absolute professionality. We regret that this customer finds out estimate or quote to be too expensive.  Our pricing meet industry standards and is competitive.  

  Customer Answer

  Date: 09/06/2023

   
  Complaint Ref: 20039112

  
  I am writing to express my dissatisfaction with the provided response, as follows:
  The task at hand was relatively small and straightforward. Unfortunately, I was occupied on the day and  the warranty service was scheduled for the next day,  Consequently, I resorted to searching online and contacting the company. The individual who answered my call assured me that a plumber could be dispatched on the same day, prompting me to proceed with the service request.
  As per what provided by my tenant, the plumber completed the task, which included a trip to ********** for supplies (conveniently located nearby), in approximately one hour. This timeframe is consistent with the receipt furnished by the company, indicating that the labor was completed within 40 minutes.
  My grievance stems from what I perceive to be deceptive business practices on the company's part. It appears that the company entices customers through internet quotes, presenting an initial estimate of $70, only to charge an exorbitant fee of $700 upon completion of the service. Such conduct is not only unethical but also tarnishes the company's reputation.
  I urge you to reconsider your pricing policies and work towards ensuring transparency and fairness in your dealings with customers.
  Sincerely,
  *********************
  
  
  
  

  

  Business Response

  Date: 06/07/2024

  We appreciate your business and we are sorry you had with issues with our company this is not what we strive for. I will be more than happy to assist you with a  break down of what was completed in your home please call our office and ask for *******. 

• Initial Complaint

  Date:05/09/2023

  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 noticed leaks in the toilets in my home and hired Guice Services in November, 2022 to fix the problem. More than a thousand dollars later and following what Guice Services said needed to be done...I noticed a leak in both toilets again. I called Guice and was told that the warranty for their work and services was only two months, so basically I was out of luck. After expressing my incredulity that the problem was unresolved and they were assuming no responsibility, a technician was sent over who merely said the same thing the person on the telephone had said...but nothing changed...unless I wanted to spend $475 to start with for the downstairs - which should have been fixed by Guice in November...and then stated that the entire commode would have to be removed and sealed...I produced the invoice showing this should have happened in November - and was told I missed the six month warranty window by a month. Also Guice had to return within days of performing the work because it still was not working properly.

  

  Business Response

  Date: 06/08/2023

  Thank you for bringing this to our attention. A technician arrived at your property in November 2022 and found that both toilets were leaking. 2 partial toilet tanks were rebuilt with new wax rings and expository digging was done to locate & diagnose the leak within the water main line. The estimate included replacement of old toilet since the parts were obsolete. The repair of the water main was not included in the estimate and was not repaired which may be causing continued leak issues. We were later dispatched out to property for continued toilet leaks which the technician repaired free of charge. Additionally, there was a slab leak on property which was brought to your attention but no repairs were completed.  Thank you.

  Customer Answer

  Date: 06/08/2023

   
  Complaint: 20036233
  
  I am rejecting this response because: The vendor is being disingenuous by adding circumstances that have nothing to do with the complaint I am lodging. My complaint is only dealing with repairs that Guice claimed to have made but which did not resolve the problem. I secured Guice's services in October or November, 2022. They were to repair all of the toilets in the home, one of which was leaking onto the floor, but all of them were exhibiting problems that needed addressing. The commode in the guest upstairs bath had to be replaced because parts were no longer available for it. I agreed. The remaining commodes also had parts replaced. The attached invoices only reflect the cost for service and repair of the commode. A few days later the technician had to return and exchange a part that was not fitted correctly. I thought the problem was resolved...until two of the commodes started leaking again. In April...I called Guice and to my surprise was told that if they came out, it would virtually call for them starting all over again since my warranty had expired - it was only for six months. When I expressed my incredulity, the manager begrudgingly told me a technician would come the following day and if it was a mistake on their part, they would fix it. That's not what happened. The technician just announced the downstairs commode would cost $475 and then when I tried to explain what was going on upstairs, without even looking at it announced it would not be covered and to resolve the problem the entire commode would need to be removed. I tried to explain what I had been told and to show the technician the invoices, but was told it didn't make a difference it would not be covered. I declined further service or additional fruitless communication.
  
  Sincerely,
  
  *****************************************

  

  Business Response

  Date: 06/08/2023

  We apologize for the unwanted result of your complaint. We have tried to rectify the situation to the best of our ability. Due to the work being out of warranty we are unable to make any further repairs without additional assessment. I sincerely apologize we were unable to come to a mutual resolution. 

• Initial Complaint

  Date:03/27/2023

  Type:Order 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.

  **************** which is the owner of root report express/guys services is a *****. You can research ******* a few years ago he has done Federal time in prison almost 15 plus years. He went to jail for embezzling money from ******* *******. He has the name of the company going under a ******. ******* will have ****** to pay you via cash app. ******* has had contracts with different companies ****** ********** and other companies and I will provide those as well and he does not pay them. I have seen him personally not pay people their last check because he will keep it. He never provides a check stub. They always pay by cash app. I have proof of that as well. ***************************** also go by ***************************. If you ****** and do the research you will know that this company is a scam. ***************************/************************* and everybody that works for his company are being scammed by him. He hire ex-cons and people that are not licensed by the company. ******* has paid a certified license plumber a monthly salary to use his license for the company. *********************** / ****** is a *****. I have provided my email address if there is any more information that is needed I have documentation and information for this company for the last four to five years.

  

  Business Response

  Date: 04/03/2023

  I am sorry your experience with RPX as an employee was not to your expectation but to make unfounded accusations is not necessary. After checking with the federal and state payroll as well as QuickBooks which processes our payroll for over 35 employee, you will find we are in compliance with the state and federal rules and regulation. We have several licensed tech as well as a working master plumber. Thank You -Rooter ProXPress

   

• Initial Complaint

  Date:03/23/2023

  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 a negative experience with Rooter Pro Xpress plumbing company. Here are the reasons why:Misdiagnosis: The technicians assured me that the problem was with the water pipe between the exterior wall and the room where the water heater tank is. They quoted you $335,35 to cut the sheetrock and fix the pipe, but when they opened it, they found that the pipe was not leaking and the problem was actually with the water heater. This means that the initial diagnosis was incorrect, and I was charged for unnecessary work.Lack of Transparency: The technicians did not provide me with a receipt for my payment, which is a red flag. As a customer, I have the right to receive an invoice or receipt for any services rendered, and it is suspicious that they did not provide one.Failure to Provide a Quote: The technicians did not provide me with a quote for further work on a water heater replacement. This means that they did not provide me with all the necessary information to make an informed decision about my plumbing needs.Unnecessary Charges: The technicians charged me $250 for their work, including removing part of the sheetrock. However, I ended up with a wall that needed to be repaired, which means that the work they did caused additional damage.Based on these reasons, it is clear that Rooter Pro Xpress plumbing company did not provide me with the level of service I expected, and I have a strong argument for a refund. I have contacted the company, explained my concerns, and requested a refund for the unnecessary work and damages caused. Unfortunately, they are unwilling to cooperate, and I want a refund and to recover all the money spent on repairing the damages caused by their technicians.A video link of the actual agreement with Rooter Pro Xpress ****************************************************************

  

  Business Response

  Date: 04/03/2023

  We do apologize for any inconvenience this may have caused you however you were charged the min. to repair your leak. We had to eliminate the possibility that the leak was not in the wall where to the water was coming from. We apricate your feedback. Thank You -Rooter ProXPress

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19704691
  
  I am rejecting this response because:

  Thank you for your response. While I appreciate your apology, I believe that your explanation fails to address the issues I raised in my complaint.
  
  Firstly, the misdiagnosis by the technicians is a significant concern. The company assured me that the problem was with the water pipe between the exterior wall and the room where the water heater tank is, but it turned out to be a more complex issue with the top of the water heater and the coupling pipe between the water heater room and laundry room wall. This means that I was charged for unnecessary work that did not solve the actual problem.

  Secondly, I was charged $250 for the work done, which included removing part of the sheetrock. However, this work caused additional damage to the wall that needed to be repaired, and I had to pay a contractor for this additional work. This means that I was charged for damages caused by the misdiagnosis and incomplete diagnosis by the technicians.

  Based on these reasons, I believe that I am entitled to a refund for the unnecessary work done and damages caused by Rooter Pro Xpress plumbing company. I urge the company to take responsibility for their mistakes and provide me with a satisfactory resolution. Thank you.

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

  

  Business Response

  Date: 06/08/2023

  I apologize that you did not receive the outcome you had anticipated. When the technicians arrived at your property, they were told by you that the leak was in the wall. The technicians quoted you for minimum labor and diagnosis, advised that the sheet rock needed to be cut to further investigate, and that RooterproXpress was not responsible for any repairs, finishing, or painting needed to repair the sheetrock. You agreed and authorized the work by signing our agreement. After cutting the sheet rock the technicians found that the leak was actually coming from the leaking water heater. In conclusion, the technicians found the source of the leak and invoiced you the minimum amount for their labor and diagnosis. You declined correcting the leaking water heater issue and paid the invoice. Thank you. 

• Initial Complaint

  Date:03/15/2023

  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.

  Hi I had Guice services/ rooter pro express come out and do some plumbing work for me on the 10th of March 2023 , a heating element was replaced and thermostat on my water heater I was charged $1064$715 for parts (parts cost $80 as the parts were covered under warrantywarranty company of course refused this claim). Price of a new Rheem 40gal electric water heater is $425 by the way.To add insult to injury my hot water went back out in a 4 days so the problem was misdiagnosed obviously. They came back out and order another water heater under the warranty which was free for me but stated they would be charging me $650 for labor. So all in all the space of 4 days I would be paying $1700 for a water heater. This company should not be in business it and its technicians are crooks!

  

  Business Response

  Date: 03/20/2023

  **************, I am sorry for any inconvenience we may have caused. We are just the installers and not the manufacture of the product, because we pride ourselves on keeping our customers happy we responded to you as quickly as possible. We will look at our procedures regarding our manufactures and see what kind of improvements we can make. We appreciate your feed back.