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:12/20/2024

  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.

  Mr rooter employee, ****** ****** was supposed to repair drain line to my washer.after he tested the lines he said all the lines were good.the next day I started washing my clothes and water outside my house again in the same spot.i want to fix or refund my money.

  

  Business Response

  Date: 01/06/2025

  Good afternoon,

   This is not our customer. We are ********************************************* and ********************** (Brunswick) only.

  Can you please remove this complaint from our account. 

  Thank you,

  ****** ********

  Director of Operations

• Initial Complaint

  Date:12/01/2024

  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.

  Contacted Mr. Rooter plumbing on Oct 15th. Purchased the toilet the same day and was told they could pick it up but never once did he say there was a charge for that. Lowes is just 2.8 miles from our house and was charged $160 and was gone more then an hour. Then he just added 3 bottles of a cleaner to our order not explaining what it was for or telling us the price of it. The cost of the cleaner is $55.25.Replaced the ****** and charged us $350 to replace. Check on actual price and max cost for one is $17 plus the average install is $145-$165. I believe we were over charged for the install. Then had him replace the popup assembly in our bathroom sink. Part average cost is $11-$50. We were charged $348 for about 30 minutes of work. Average cost to install is $50-$200. Also feel was overcharged on that as well. I did not see the prices of everything until emailed the receipt upon completion of the work as never saw the invoice before it was signed. Left a review in there site and the office contacted me but we were out of town at the time and was suppose to call me back the next day about resolving the situation but never called back

  

  Business Response

  Date: 12/12/2024

  Called Client at 4:02pm on 10/22 after receiving the negative ****** review. 

  Texted client on 11/18 to connect and come to a resolution for customer and work completed

  L/M for client at 2:31pm and texted follow up at 2:35pm today, 12/12

  I have attached the initial signed estimate for the project and the revised estimate. 

  We certainly want to ensure customer satisfaction, so if we can connect and discuss we will get that resolution and any refund owed documented. 

  My direct line for the customer is ************

• Initial Complaint

  Date:08/05/2024

  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.

  Had a main water line replaced recently and the old water line still leaks from what I understand. I was never shown where the original leak was. The x on the driveway is where the leak is located according to American Leak Detection. Where the new main water line was installed, doesn't seem to line up with where the x was marked on my driveway. I am waiting for a phone call from manager *************** but have not heard from him.

  

  Business Response

  Date: 08/14/2024

  Technician and Service Manager met with customer on 8/12/24. 

  * A 1" check valve was installed on water service line

  * Disconnected old water service from sprinkler line.

  Tested work. customer is satisfied with the repairs

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Full Complaint Attached:The short version: I have made 3 requests to Mr. Rooter. My request is for a manager to call me regarding my plumbing job. Requests made via their website contact form, a call on December 23 to the office when I booked the 3rd plumber and directly to plumber #3. September 18, 2023 I hired Mr. Rooter plumbing to rough in plumbing for a kitchen island remodel. The job included two phases one to rough in plumbing for a new sink, dishwasher and garbage disposal. Phase two to return and hook up the plumbing to working order. Also new gas line was run for a gas cooktop and addition of gas conversion kit to the propane grill on deck, not completed but paid for $618.75 plumber was slick and showed me the work however did not turn on the unit which was left not producing gas. Three trips were made to my home. First plumber was asked not to return due to his unprofessional conduct while in my home. December 13, 2023 I decided not to have Mr. Rooter come back to complete the work, however when I called another plumbing company to bid on the phase two he informed the plumbing was not up to standard and he would not touch the job without starting over. (already spent phase one $3573.00 so that was not an option. **** also mention here my Mr ********************** 3 year Advantage Plan was left off my original invoice so I did not get the discount. Plumber #2 added to 2nd invoice. Mr. Rooter plumbers took pictures and emailed copies of invoices so I have not attached duplicates, if needed I can send. Thanks

  

  Business Response

  Date: 04/25/2024

  It's my understanding we had our Field Supervisor out to this customer and resolved her issues on 3/21 and completing on 3/26.

   

  Customer Answer

  Date: 05/09/2024

  The company had to redo all the work done by the previous 3 plumbers including a potentially dangerous error/correction to the gas line they installed. Repairs have been completed except water to dishwasher needs to be turned back on and I have not called to schedule.  The garage door opener which was sporadic after the flood and then seemed to be working has since been unreliable, flashing and not consistently smoothly running on tracks due to a short in the electrical panel on the unit caused by the water damage and will need to be replaced.  (Installer checked unit)

  

  Business Response

  Date: 05/24/2024

  Thank you for your honest review of our services. Unfortunately, at times we do have to realign our appointments due to emergencies. We do apologize for any inconvenience this may have caused at this time. Our prices are competitive with other companies in the area that employ certified electricians. I do apologize for the behavior of past employees but rest assured, Mr. Electric  does strive to promote better customer service through continued training throughout the company.

   

  Thank you.

   

  *******************

  Customer Answer

  Date: 05/30/2024

  I have a call scheduled with  manager, *************** on Friday, May 31, 2024 to discuss resolution of remaining issues of damage/replacement to garage door opener due to the flood cased by the plumbing work done. Thanks

  

  Business Response

  Date: 06/03/2024

  Service Manager ***************, left a VM to discuss next steps with ****************. She responded via text on 5/28 that she had just checked her voicemails and was traveling. That she would try to reach out to him on 5/31.

  Customer Answer

  Date: 06/07/2024

   
  Better Business Bureau: Regarding complaint ID ****************************************************** has rebuilt and completed the work on which complaint was filed. The installation of the gas conversion kit to the grill, which is not working will be scheduled for repair under the warranty for the installation.  After 3 plumbers the 4th ************ did a professional and time consuming job to redo all which was not done correct and according to code, including a part missing from the gas line they installed. Hire with caution and with a careful eye on your contract and the workmanship. This is a ***************** and the work likely would not have been redone without that guarantee. TrustDale was instrumental in getting this work redone. 
  
  Sincerely,
  *****************************

• Initial Complaint

  Date:03/17/2023

  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.

  10/3/22 was my first appointment for the repairs needed on my hose spigot. Today is 3/17/23 and I am still without a working hose, even though I have paid Mr ********************** $486.28. A manager, who is no longer with the company, told me that he was going to make the necessary repairs and refund me for the charge since it was for work done that was not necessary. Three weeks ago I had an appointment with a different plumber from Mr. Rooter for an evaluation. After 2 weeks with no word from Mr. Rooter, I called 6 times to follow up. Finally, ******, the new manager, agreed to come back out for another evaluation this morning. I got a call from him saying that something came up and he could no longer make it in the morning. Im hoping that he is able to come out this afternoon. In summation, it has now been 5 months since I called Mr. Rooter for what should have been a simple repair. I have now had 3 plumbers from Mr. Rooter (and hopefully soon a fourth) come out to my house to look at the hose spigot. I still have not received the promised refund. And most importantly I still do not have an operational spigot. I have had many rescheduled appointments with 3 of the 4 plumbers due to a variety of reasons from Mr. Rooter. Its beginning to feel like they are not concerned about their customers.Lastly- Id like to point out that this is the THIRD time that I have hired Mr. Rooter for a plumbing job at my home where the plumber that was dispatched could not complete the job. One plumber even came on to me in my own home. He was hired to install a faucet, and when he left I looked under the sink and there were visible gaps in the pipe connections. I currently do not see them as a professional firm and I am very displeased with the services I have received.

  

  Business Response

  Date: 05/15/2023

  Good afternoon,

  The plumbing supervisor and original technician replaced ************** ***** proof hose **** on 4/14/23. It was tested and is working well at this time.

   

  Please let me know if you need further information.

  Thank you,

  *****************************

• Initial Complaint

  Date:12/15/2022

  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.

  This event took place in November of 2022.Mr. Rooter was called (using the mrrooteratl.com website number) as our hot water heater was making unknown popping noises and the hot water was going lukewarm after running for 2-4 minutes. We also told the Tech the kitchen floor had started feeling warm. The Mr. Rooter Tech barely looked at the hot water heater (maybe for 2 minutes), didnt look to see how old it was, dismissed the hot feeling of floor, and didnt test anything. The Techs conclusion was the system needed to be flushed and it should be done yearly. He flushed it (took 20 minutes) and charged $335 (Mr. Rooter charges $380 for flushing, he gave me $45 off because he fixed the handle in bath upstairs for free). I asked him if this would fix it and what to do if it doesnt, with his response being he wouldnt know but maybe that meant hot water heater had to be replaced and then he left. Unfortunately, the low hot water supply remained unchanged and the kitchen floor remained warm. We called Mr. Rooter back and told them the problem wasn't fixed, so they sent another Tech, and this guy barely looked at hot water heater and plumbing either. He just said you need a new hot water heater. After the second tech left, we called them several times that week to get money back/better service because the didn't fix the problem. We got plenty of lip service from their regional manager, ******************************, but that was it. They would not even listen about refunding our money even though they had not fixed our problem. We were still out $335, and our hot water problem clearly not fixed. Mr. Rooter blatantly ripped us off and didnt care one whit that they had, instead trying to upsell a new hot water heater.We then called a different company who found the problem within 5 minutes of arrival (a leaking hot water pipe under the kitchen floor (hence the warm kitchen floor - we live on a slab). The repairs were very expensive but fixed the problem.

  

  Business Response

  Date: 12/15/2022

  Hi there,
  

  As I read this complaint, I kept thinking, "This is not how our plumbers act. They have been trained better." However, people have bad days. 

  Then I read the name in your complaint - a position and person we do NOT have at our company - regional manager, *******************************

  Still, I looked in our system and no one by your name, address, phone or email - shows up in our CRM.

  I believe you have the wrong company. We are Mr. Rooter Plumbing of Atlanta. Please double check your invoice for the correct company.

  We wish you all the best. 

  Sincerely,

  ***************************

  General Manager

• Initial Complaint

  Date:11/11/2022

  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.

  On Monday 11/7/2022, Mr. Rooter technician ***** arrived, assessed the problem prior to giving me an estimate and told me it was something that can be fixed that day. ***** also stated he would dig prior to getting supplies so he would know what supplies were needed. First we agreed to $849.14. ***** left to get supplies then came back and said it would be an additional $280.00. He explained the additional cost was because he could not lift the pipe to the proper angle and there would be more digging than he anticipated however he did not say this until he returned from getting supplies. Then he said he would continue digging in order to lift the pipe. He didn't dig any more but when asked why he said in his professional opinion he should use a camera to access the situation. He told me he would have to leave and drive over an hour to get the camera and come back, although I asked him to keep digging he left and got the camera anyway. He then said I needed to sign to give permission to use the camera still reassuring me the work would be done that day if I did. He also told me the charge for the camera would be waived when he completed the job and he would overwrite the original estimate and just charge for the camera at that time. In which I paid ******. He finally quoted me over $3,000.00, at this point it was getting dark and my pipe was no closer to being fixed. I was upset because I felt he led me on, and my feelings were confirmed when prior to leaving he told me "it never was going to get done today because I was not going to do all of that digging we need an excavator." After that comment I feel the camera was not needed, he just charged me to justify being at my house all day. If he needed to reschedule to get additional help or the proper equipment to dig that is what he should've done.

  

  Business Response

  Date: 11/21/2022

  I, *********************, Service Manager, was directly involved with this customer during the job. When things started to become a issue, I personally spoke to the customer and reset expectations. She was good and understood everything. I then called *****, the Plumber on site, and gave him a clear and concise path to move forward. He did exactly as I asked of him. When he was done running the camera and drawing up options to present that would help rectify the issue, he attempted to make contact with the customer at the door. He rung the bell multiple times, knocked, and called her. She answered (this call is tracked in our CRM) and she said that shed be right down at 5:20.She never came. He called me then and after he waited for roughly an hour, she still didn't come out. It was well after 6pm at this point so I told ***** it was ok to head out. I wasnt about to keep him there all night.She called in at 6:50P.M. to ask that the invoice be sent to her. This all occurred on 11/7. Two days later, she went online and paid the invoice on 11/9.I find it surprising that she would pay an invoice for a service that she was so passionately dissatisfied with. I called the customer to reach a conclusion.She did not answer, and I left her a voicemail. Ill call her again and email today. Until she responds, we cannot help. 

  Please also note that (and this was noted on the invoice for the customer) there were multiple issues in the line besides just the pipe separation. So the camera was definitely needed.