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:06/05/2025

  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.

  I had issue where my toilet was moving back and forth. I notice the bolts was(corrosion ) on one of the bolts needed to be replace. H31363131373231**3534H Technician-. The technician also notice he needed to replace the bracket below the toilet I quoted a price $359,00). When he lift the toilet up and notice it needed a bracket. He left my property three days to go and get extra parts to repair my toiled seat. Once the technician had completed the job I was quoted a price of $927.50 in which I didn&#**;t prior approved. I only approve the amount of $359.00 which was quoted to me for the beginning. The technician was only here one hour and 48 minutes. I would like to be refund the difference $527.00.

  

  Business Response

  Date: 06/05/2025

  ******, 

  We are reviewing the details of your recent toilet repair service. We will take into account your concerns regarding the final charge. We take all customer feedback seriously, and our team will begin thoroughly investigating this matter to gather all necessary information. We will provide you with a full response in a timely fashion. 

  Thank you, 

  ******

  Customer Answer

  Date: 06/17/2025

  I have never received any communication from Mr. Rooter or any type of refund.  

• Initial Complaint

  Date:06/03/2025

  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 contacted them to remove 2 bolts at the bottom of our toilet, they had become corroded. They came and removed them. He took it outside, sawed off the bolts and accomplished the task. He insisted on doing a major toilet rebuild. After he removed the bolts, he installed the 2 new bolts. He insisted on replacing the parts on the inside, the floater device and the flapper. He did this. When he connected the water to it, he said I would have to hold the handle down until the water goes through the entire cycle. After he left, there is an adjustment on top of the flapper where we don&#**;t have to do it anymore. The tank won&#**;t fill with water. The adjustment is frozen, stuck. They charged me $485.00 to saw off the 2 bolts, put in the new ones I had and replacing the flapper and float device. I had to buy another floater device and install it myself. I would like a significant amount of my money refunded to me.

  

  Business Response

  Date: 06/05/2025

  
  We are reviewing the details of your recent service call regarding your toilet repair. We understand your concerns about the scope of work and the subsequent issues you experienced.
  We take all customer feedback seriously, and our team is thoroughly investigating this matter to gather all necessary information. We will provide you with a full response by June 10, 2025.

  

  Business Response

  Date: 06/17/2025

  Mr. *******,

  Thank you for your patience as our team investigated this feedback. We are sorry to hear you were dissatisfied with your experience and appreciate the opportunity to clarify the situation.

  On May 26, 2025, you contacted our after-hours call center to schedule service for reattaching a water tank to the base of your toilet due to corroded bolts. Since there was
  a technical issue with the system pulling your zip code, your request was forwarded to our office for follow-up.
  

  Our **************** Representative, *****, contacted you on May 27, 2025, to confirm and schedule the appointment. A technician was dispatched during the agreed upon 1:00 PM to 5:00 PM time window. Upon inspection, the technician recommended a major toilet rebuild, including replacement of the flapper and flush valve due to their age. While these components were not actively failing at the time, we wanted to be proactive in informing you of potential future issues.

  Before any work was performed, we provided a written estimate totaling $485.00, which you reviewed and signed in authorization.

  Regarding the additional floater device that was installed by you, we want to assure you that our work is backed by a one-year warranty, as outlined in your invoice. If there were
  any issues directly related to our repairs, we would be happy to return at no charge to resolve them.

  We strive to provide clear communication and quality service, and we hope this explanation provides clarity regarding your experience.
  
  Sincerely,

  
  Mr. Rooter Plumbing

  Customer Answer

  Date: 06/17/2025

  Complaint: 23412078
  
  I have reviewed the business' response and am rejecting it because:  Only part of "their story" is true, and here is why.   They were called to remove the two long rusted attachment bolts, between the tank and toilet. That was it. Nothing more.  The "estimate of $485" was not negotiable. I had to sign for it, or the tech would leave.  His words, not mine. Hence, I was forced to ""approve"" $485 to cut off two bolts.   He went outside, used a vibrating saw (appropriate to use) and returned in less than ten minutes.    I can only conclude that if he returned the tank and departed, even he would feel guilt charging $485.  So he recommended replacing the two other parts in the water tank. A process he called REBUILD.  Since he didn't even have those parts on his truck, he had to drive to an ACE hardware store to purchase them.  ACE price for both?  Less than $25.  I have an ACE store five minutes from home, and I inspected the prices.

  To further show that this tech was less than familiar how a toilet works, he instructed me that with each flush, I """had the hold the handle down until the tank emptied of the water""".  He words, not mine.  But I must ask:  Really?   I don't know anyone who must "hold the flush handle down until the water tank empties of its water" ... no one.  After he lift, I examined the "flapper".  I teach college physics, not plumbing.  But I easily found an 'twist knob' on the flapper  that controlled the bouyancy of the flapper.  Turned the twist ****, and the flapper remained UP until all water drained, then dropped to close the exit port for the water.  How would he have not known this?  The other part I had to purchase was the water fill.  I learned that the one installed by the tech permitted a much lower water level than in the past. Even the water line on the tank showed that.  Hence the water fill vertical part was not installed properly, hence only partially filling the water tank.  I was able to solve that, as well as the flapper adjustment.

  Summary:  He did, in fact cut the two rusted bolts from the bottom of the water tank.  That is what he was called to do. Before he would, in fact do that, I was obligated to initial an approval of $485.  Non-negotiable.  Then he proceeded to "install two new plastic plumbing parts", or ""Rebuild"" in his words, not mine.

  I find it difficult to not call this experience a scam.  I believe I should have paid him $85 for cutting the two bolts, and nothing more.  I believe a 'third party person' reading this would not disagree with me. 
  
  
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 06/19/2025

  Thank you for allowing us to further clarify the situation. We take all customer concerns seriously and appreciate the opportunity to address yours.

  
  Transparency on Pricing & Estimates
  From the outset, we provided a detailed, written estimate that was acknowledged and approved before any work commenced. This estimate outlines all projected costs and scope. We strive to ensure our customers fully understand and consent before work begins.

  
  Customer Choice & Technician Departure
  You mention the possibility of choosing another provider. We wholeheartedly agreecustomers are always free to seek second opinions or terminate service at any time. However, in this case, the estimate had already been approved and work had commenced in good faith based on that contract.

  
  Warranty on Parts & Labor
  As noted on the invoice, all workincluding the fill valve and flappercomes with a one-year warranty on parts and labor. If a call had been placed regarding the issues you've described, we would have promptly returned at no cost to assess and repair under that warranty

  
  Resolution & Bill ************************ the warranty work was not requested, the original invoice remains valid. We are confident our pricing and work met the high standards we guarantee each customer.
  

  Sincerely, 

  
  Mr. Rooter Plumbing of St. Louis

  Customer Answer

  Date: 06/20/2025

  Complaint: 23412078
  
  I have reviewed the business' response and am rejecting it because:  I suppose I am expected to repeat untruths, such as "written estimate" since no written estimate was given.  The $485 was told, with a 'take it or leave it' posture.   Also, I won't insult your intelligence in repeating everything from the last response, so I'll just summarize in saying that you "tech" did not know much of what he was doing.  Upon departure, I had to go to work with (1) the flapper, and (2) the water level adjustment.  And Let me seriously summarize about the skills and knowledge of your "tech", when he told me to "flush the toilet, I must hold the handle down until all the water and drained from the water tank".   Seriously, for I'm sure 0.00% of residents must "hold the flush handle down until the water tank is drained". 

  My expectations of them, to resolve this, remains the same.

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

  Customer Answer

  Date: 09/10/2025

  090825JM: Left a message for Mr. ******* to return a call to me. Mr. ******* left me an voicemail stating he was dealing directly with the ********* and was thinking having his attorney to file a suit. Consumer isn't going to pay anymore additional money to a company to complete a job that should have been done correctly in the first place. Mr. ******* don't want this company back on his property again. As far as he is concern he is DONE dealing with them directly.  090925JM. Spoke with Mr. ************* and he has tried several times reaching out to the business. He has file with *********. Mr. ******* has talked with  (Ms. ****** the operation manager) previously and she has requested for him to file with the ********* as she strongly feels that her company has done everything that could to please him and no refund will be giving to him at this time. Mr. ******* stated the matter has been resolved and repairs made and will be dealing with the ********* going forward if he needs to. He thinks the BBB for all of it's effort and is moving in a different direction regarding this matter and ask us to please "Close" this complaint.

  
  

  

  Business Response

  Date: 09/10/2025

  090825JM: Mr. ****** returned my call and stated that this is a very sensitive issues and the company lawyer and ********************** Manager) is handling this complaint with the consumer and Mr. ****** is going to have ******************** Manager. 

  090925JM; Mr. ****** and ********************* Manager) has  their company lawyer  handling this complaint with AG office.  According to Ms. ************ nothing more will be discussed with the BBB regarding this complaint because the consumer didn't pay the original bill as agree and their company still complete the work for him without getting their full payment. I offered Ms. ****** and ****** mediation and they both decline it as their company lawyer is handling this complaint *********. Ms. ****** has asked for the BBB to "close" this case on our side as the complaint is being handle by Ms. ************ and the company attorney. 

• Initial Complaint

  Date:05/30/2025

  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.

  March 2025- Had a backup in our kitchen sink, called mr ********************** and they sent a tech out, tech came out and did not have a latter to get on our roof to access the opening to snake our drain, so went in under the sink, he pulled cable out and said he had gotten tree roots(worst nightmare) and they would have to drill into our basement and expose pipe and fix(cast iron). But we were so lucky bc he knew how to get our insurance company to pay for this. So we called in our claim and spoke with our adjuster, our plumber then spoke with our adjuster as well( screamed at him) and we got the first cut into the concrete to expose pipe, the lack of communication here was hard, another team came out and fixed the first 5 feet of pipe, they had not gotten to the part that was clogged but also never hit anywhere that the pipe was broken(no tree roots) so then the original tech came back out and put the camera into the pipe, again said tree roots and we would need to replace 15 feet of pipe(14k) even though this kitchen line hit the main stack at about 4 more feet and we no issues with main stack. At this point i felt like we were getting taken advantage of. There was a clog, which he prob could have cleared from the roof but instead we were now out a kitchen, ripped up basement and out 5k. I called mr ********************** and complained and they came out and cut out the 4 feet to the main stack and again it is a clog, there was no busted pipe, no tree roots. they replaced a the concrete and we were done. I called and spoke to a manager and was hoping they would correct this issue as we were taken advantage of and they would not. I tried multiple times to get a ahold of the owner but he gatekeepers on the phone. There is a lot more to this story but ran out of typing space.

  

  Business Response

  Date: 06/05/2025

  Kat,

  We take this complaint very seriously. Our team is still investigating the details and gathering all necessary information regarding your reported issue. We will respond, in full, by June 10, 2025.

  Thank you,

  ******

  

  Business Response

  Date: 06/17/2025

  Thank you for your feedback. We understand your concerns and would like to provide some clarity on the work performed at the property.
  

  On March 11th, 2025, our technician, ******* ******, responded to a service call for a clogged kitchen line. During the initial visit, ******* discovered mud on the cable and camera head, indicating a break in the line. A 5-foot section was excavated to gain access for scoping, which revealed the line was compromised past the temporary connection, preventing proper drainage and use of the kitchen sink.

  Due to the condition of the line, the system was not able to pass inspection at that time. On March 14th, we began the necessary excavation to repair the broken section. As the work progressed, it became clear that additional extensions were required to achieve stable, leak-free connections. A 2-foot extension was completed by March 25th to ensure the integrity of the system.
  

  On March 31st, after passing final inspection, we completed backfill and concrete work to restore the area.
  

  We understand that sewer and drain issues can be disruptive, and we worked diligently to resolve the problem with long-term reliability in mind. If there are any remaining concerns, we would be happy to speak with you directly to ensure your satisfaction.
  

  Sincerely,

  
  Mr. Rooter Plumbing of St. Louis

• Initial Complaint

  Date:04/16/2025

  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.

  In Nov.,2024 a plumber from Mr. Rooter of St.Louis was supposed to remove a leaking kitchen faucet and install a new one that I had bought. He was unable to remove all of the old faucet and said he didn't have a tool long enough to reach the rest of the faucet parts. He said he wouldn't charge me as he was leaving. I had to call a different plumbing company and their plumber removed the rest of the faucet parts and installed the new faucet. Since then Mr. Rooter of St. Louis has been harassing me to pay $315, even though their plumber said he wouldn't charge me and didn't even complete the job. I have explained this to them by emails, but they keep sending me the bill.

  

  Business Response

  Date: 04/18/2025

  *****, Thank you for bringing this to our attention. We sincerely apologize for the frustrating experience you've had with the incomplete faucet removal in November and the subsequent billing emails. We will be reaching out to you on Monday directly to resolve this issue and are prepared to offer you a full refund of the $315. We value your business and regret any inconvenience and harassment this has caused.  Please expect a call from out team Monday. 
  

  Customer Answer

  Date: 04/22/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:11/21/2024

  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.

  Nearly $6000 spent with this company.The stack they put in they connected 2 different size pipes together, and clamped a rubber gasket over it. When the city inspector came of course that leaked. They tore out the floor and replaced the recommended pipes. But before connecting the new pipes to the existing pipes and covering it back over with rock and cement, they did not make sure the original line was clear. I am left to find someone else to fix the problem I paid them to correct.I am selling the home and the buyers building inspector tried to run a camera through the line and could not get past the connection of new pipe to old. No one checked to be sure it was clear from that point? Wasn't that the time to do so? When the floor was dug up, and pipe exposed?When I called them back out to check it out and correct he problem NOTHING was done. I spoke to their excavation manager, *****, who told me he would have the tech snake the drains even out to the street. I confirmed that with him in that phone conversation several times. ***** also told me that both of the problems I am having are not uncommon.The technician arrived and said they were told they were not to do anything but run the camera through the lines. They would not even snake the line where they connected the new pipe to the clogged pipe. He said they will not take responsibility for any damage that might happen to the original pipe. He proposed he have his manager give me a call with a discounted price to have them dig up and add another *****' of pipe replaced in my now completely renovated home. When they came to do the project the house was completely unfinished. No flooring in, no stain on the staircase, etc.I have not heard from the technicians manager. I called and left a message for him.I intentionally hired what I thought would be a reputable company...

  

  Business Response

  Date: 11/27/2024

  The issue Mr. Rooter Plumbing of St. Louis diagnosed and was given approval to repair, was the laundry stand pipe and the kitchen sink stack line, a part of the branch line. Per code, the Mr. Rooter team replaced the aforementioned 10 foot section of line with 3 PVC piping. The use of the mission band (rubber gasket) was necessary as the differing materials of new pipe and existing pipes in this portion of the branch line rendered other methods of sealing this joint null. The reason for the leak in this repaired section of the branch line was an over tightening of the mission band. This correction was made under warranty.

  
  The Mr. Rooter team expressed that there was damage to the cast iron branch line within the premises of the trench. Notes indicate Mr. Rooters team were told that the home was being sold and that work was to be done only to the extent that inspection could be passed. Thus this main trunk line issue was not in the agreed upon scope of work, nor directly connected to the branch line where initial replacements were made, and follow-up fixes implemented. A quote, with discounted pricing, for the extension to repair the main trunk line was provided and not approved. 

  
  Operations manager dispatched a drain technician to the home, who upon assessment, expressed that the cabling of the main trunk line would not fix the damage to the cast iron main trunk line. At minimum hydrojetting was needed. A camera was run, showing invading roots and damaged cast iron. The Mr. Rooter drain technician indicated that this would require repairs to the main trunk line. Options given were a soon to be available liner option, or a currently available excavation and repair. The technician left after that discussion with the customer, as a cabling was not a viable repair option. Thus ***** did not reach out, allowing a decision to be made on furthering the scope of work by home owner. 
  

  We hold no responsibility for repairs to a section of the main trunk line that was not in the scope of work when initial repair was made. Information was expressed that there was damage to the branch line during repair, however work was never approved.

• Initial Complaint

  Date:07/08/2024

  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.

  company was to replace electric breaker box; this was initiated on April 26/2024 it took over a month before any work began..when the work was suppose to be completed; then disconnected electric to my garage left wire hanging in front of garage; told me if I wanted it connected it would cost after the work was suppose to be completed, the electric was lost in my second bedroom; now I am having problems with my kitchen lights, when I called the company about the loss of power; they sent two individuals out who waked around for seversl hous checking sockets; then told me it would be another ****** for ther time; they did not correct the problem; another person was sent did the same thing; then told me it would be 1****** to fix the problem; to date ***** has returned to my house; they took down a ceiling fan and left it on the floor to date the bedroom electric is still out, no explanation just how much money I will have to pay to get it fixed...never had a problem before they replaced breaker box...also want my garage electric reconnected and would also like ameren to inspect all aspects of work

  

  Business Response

  Date: 07/25/2024

  Mr. Electric Operations Manger, *******************, reached out to ************* to coordinate necessary repairs. Our team has since been onsite and resolved all issues within the scope of work with exception of one item, which is being remedied early next week. These repairs were made at no additional charge. Updates forthcoming after final item has been completed. 

  We feel as though our team's response has been rapid at the requests of ************* and hope to satisfy the agreed upon scope of work within the budget agreed upon via communication with Operations Manager and via electronic invoices. 

  Thank you,

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

  Customer Answer

  Date: 08/01/2024

  the person in charge sent someoe to my home to correct part of the problem;  informed me that they would return to fix the electric that they disconnected within a week to date still haven't heard from them  

  

  Business Response

  Date: 08/05/2024

  ************** Operations Manager attempted contacting ************* by phone with no response. Our **************** Representative, ******, also reached out to ************* to schedule a visit. No scheduling has been confirmed with *************. We currently have 4 phone numbers listed for ***************. We would like to complete the work for *************, however reaching and continuing communication has proven difficult. We will reach out to the primary phone number provided in hopes of scheduling the repairs. We seek to make Mrs. ***** electrical problem right, and look forward to scheduling and completing said repairs. 

  Customer Answer

  Date: 08/06/2024

  Complaint: 21956830
  
  I have reviewed the business' response and am rejecting it because:  business said it would correct problem with lack of electric in the  garage that they disconnected

  they have yet to correct problem;  said they would have it corrected in a week after it took them several weeks to correct the first electric problem...to date have received no response from them to correct the problem they caused
  
  
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 08/19/2024

  As of 8/15, Staff Master Electrician, *****************************, was on site, and ************* expressed satisfaction in work rendered. We feel as though we've completed the agreed upon service per this report from our technician and hope to close this case with the BBB. 

• Initial Complaint

  Date:03/15/2024

  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.

  This company was contracted to come to my home to fix a leak. during this process a water line was cut. When they came back for repair they tried to charge me $1,100 for this service.

  

  Business Response

  Date: 03/15/2024

  We will investigate this report and reply with additional information and proposed resolution within 5 days. 

• Initial Complaint

  Date:03/11/2024

  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.

  I will be leaving a full review on ******* I'm so sick to my stomach having you all do our plumbing work! This was set on 12/16/2023!!! They had to dig which was ok but they never told us that the whole in wall wasn't going to be fixed! After numerous times to try and get us on schedule to fix our issue was uncalled for! I can't even tell you how many times I have called and emailed ******* about the work isn't being done! The office apologized but the it keeps happening! Now we have a tech over here to out washer back and NOW he's saying he has to replace the valves! He is charging us an additional 613 dollars. Now mind you we paid over 3500 dollars to fixe the colapse! Why wasn't the valve issue reported when the initial tech came out!! It's 3/9/2024 over 2 months and now we get hit with a 613 dollars more!! I wouldn't have chosen you guys to do any of the work!!! But my brother needs this in today!!! After this I will NEVER EVER use your services! I will warn others of your practice as well! This doesn't end here! This whole process was HORRIBLE!!! These practices on consumers need to stop.

  

  Business Response

  Date: 04/09/2024

  We have received the complaint and will investigate internally and get back with a response in a timely manner. 

  

  Business Response

  Date: 04/09/2024

  We are saddened to hear your frustration. We greatly appreciate your business and are happy to elaborate further on the points you have brought to our attention. First and foremost, we do our best to be upfront and honest about every step of the process. We explicitly state prior to starting any project that requires wall removal or what is considered access that we are not responsible for returning any walls to their original condition. Although we strive to be great at ********, we are not general contractors and cannot provide that kind of service. In regards to the washer valves, When starting the project, the valves get turned off and remain that way in order to remove the washing machine for the excavation work. When we turn them back on, they started to leak due to age. When a valve is not used over a long period of time, the rubber seal internally can dry rot or build up with calcium and stop functioning. This is not found until the valves have been shut off and turned back on, therefore we determined the problem after the work had been completed for excavations. Because it is a completely separate issue, and requires a different scope of work is the reasoning behind the charge. When performing the sewer repair for you we assisted in coverages with your homeowners insurance provider, and per your request we waited to continue at various points pending approval from your adjustor. Unfortunately, without approval the timeline is completely at the mercy of the adjustor. We as a company have no control over that aspect of the project when insurance is involved. Again, we hear your frustrations completely and apologize for any inconvenience. We made multiple attempts to contact you from our office after receiving this feedback and have not heard back from you. If you have any questions, or would like to discuss this further with a Manager, please contact us at **************. It was a pleasure working with you and thank you for your business.

  Customer Answer

  Date: 04/24/2024

  I haven't heard a thing from the company about my complaint 

• Initial Complaint

  Date:01/13/2024

  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.

  We recently purchased a home at the beginning of October. Sewer work was completed right before closing including excavation and partial replacement of the line in the yard. My husband are I moved in and started smelling sewer gases coming into the home around two weeks later. We chalked it up to a drain drying out and poured water down it, but the smell returned at full force a week later. My agent had me contact Mr. Rooter since they completed work less than 30 days prior. They overcharged for scoping, discovered they did not completely hydro jet the entire sewer line. They advised me to cap and seal the drain they scoped(the wrong drain mind you) because the smell has since returned. We had another plumber come out to confirm. Due to the seller completing the repair work, Mr. Rooters employees were uncooperative and leaving out information to all parties as well as taking advantage of a new homeowner that bought a home they just completed work on and scoped lines for. None of the employees appear to communicate. They do not honor warranties with transfer of ownership which makes zero sense because work is commonly completed to sell homes. They came out to do a complete hydrojett of the line as a courtesy because they were probably tired of hearing from us, but it should have been done in the first place. They take advantage of situations overcharging people for unnecessary work. To top it off we just found out the work proposed to the previous owner included eliminating the p-trap in the yard, which is the reason why the gas smells started in the first place. Another plumber easily diagnosed the issue and we will complete future work with them, but something needs to be done about this unethical company.

  

  Business Response

  Date: 02/09/2024

  We issued a $400 refund towards the origional invoice that was charged for service, and mutually agreed the concern was resolved with *******************. Additionally the offer is extended that should they decide to proceed with the additional repairs needed, the remaining $400 would be credited to that service. We appreciate *********************** business and are happy we could resolve this concern with her directly. Thank you. 

  Customer Answer

  Date: 02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I do not plan to ever use this company again in the future and will seek assistance elsewhere. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/22/2023

  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 contacted ******** ******** AKA Mr. Rooter showed up to clean the kitchen drain. They put this pressure jet hose down the vent pipe and sewage got all over the floor and ruined the floor and some birch plywood and 300 ft of crown molding and other millwork. They told me they had to rip the basement floor because they couldn't unclog the drain any other way. So, I asked if they could put a rubber plug in the floor drain instead of breaking up my basement floor " No the pressure will blast that out of the floor drain". I told them there was a drain clean out behind the wall. "That would not open the clog was his response. Keep in mind there is cole black sewage on my tile floor. "We have to tear up the floor, expose the pipe, hammer a hole in the drain, and put a camera ahead of the clog". Why ahead of the clog? I asked. " we want to be sure there aren't any clogs further down the drain". By the time they ran the camera down the drains they told me they're were cracks in the drain pipe and had standing water. There were 75 feet of drain pipe that had to be broken up and taken out". This included a basement bathroom that would be gutted. They contacted my insurance company and our policy would only cover $2000.00 of the drain work. Then these two guys began to berate my insurance policy. Several times. The cost was $535 for the first 5 ft & 350 for every 5ft after that and that was with insurance. the whole thing would have cost us over $26,000. I called 2 other plumbers and they couldn't believe what Mr. Rooter did to us. Later I found mud and concrete stuffed down the floor drain with some concrete pieces on top to disguise it from me. They had 4 cleanouts they could have used to clean the drain, but tore up my floor to cover their tracks for the damage they caused to our basement. Now because of the sewage and the hole standing open for 2 months, we have black mold in our basement that has to be removed and two pods with our belongings in them we will be paying for another month of storage at $400 for two Mipods

  

  Business Response

  Date: 09/22/2023

  We have received this complaint and are assessing case files and gathering additional data. We will reply with our findings and proposed resolution by 9/27. 

  

  Business Response

  Date: 09/29/2023

  Customer and I (***** ******, owner) spoke via telephone this morning and reached an agreement that a refund in the amount of $1,000, to be issued via check, will be mailed to to the customer upon resolution of BBB Complaint ID 20643025.