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:02/09/2023

  Type:Billing 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.

  This location is for Kirkwood plumbing. I contacted this business for plumbing issues and they came out assessed the damage and charged me $275.00 for that assessment and they would knock the $ 275.00 off the total bill. We scheduled the appt. on 02/14/2023, and minus the $275.00 from the total bill. I received a call today from business stating that it is not a good fit for the business to move forward with the project. I asked what does that mean? and the lady on the other end continued to say that it was not a good fit for the business to move forward with the project. I have emails stating that we were scheduled for the 02/14/2023. Now I have to start all over. They pulled out my dishwasher and cut a hole in the wall. I agreed and business agreed to start the project on the 02/14/2023. I would like a full refund in the amount of $275.00

  

  Business Response

  Date: 02/23/2023

  We would be happy to refund the customer for this to close the project.  Our team was not able to complete the services due because we could not guaranty that the customers insurance would cover her repairs.  We believe the customer would have some out of pocket costs with their insurance and could not move forward without a deductible payment.  Please contact us for reimbursement if you satify the complaint on the BBB.  Thank you for your consideration. 

  Customer Answer

  Date: 03/14/2023

  I would like a reimbursement in the amount of $275.13 before I will close this out with the bbb.

  

  Business Response

  Date: 03/27/2023

  *************************,

  Please reach out as we plan to reimburse you for this project.  We apologize for any issue that we may have caused.  You can speak with ***** at ************.  

  Thank you,

  *****

  Customer Answer

  Date: 04/04/2023

  I've received the refund of $275.13 and would like to close the case.

  Customer Answer

  Date: 04/04/2023

  I've received the refund of $275.13 and would like to close the case.
  

  Customer Answer

  Date: 04/04/2023

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/16/2022

  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.

  10/4 - initial visit for pipe repair
  10/7 - scheduled repair to plumbing repair
  $7,902.78 total charge for replacing cast iron pipes with pvc and connecting to the main sewer lateral line. Jackhammer and removal, replacement of pipe, and concrete repair of basement floor and floor drain underneath my deck.
  I have had over 18 physical visits to my home over the past 1 1/2 months for the simple job.
  My complaint intensified when the company accidentally jackhammered my door frame to the back door and caused the door to be inoperable. The company knew about the error from 10/8 and still hasn't repaired the door as of 11/16/22. This company was difficult to get ahold of and to get to agree to repair my door after I called multiple times to get an answer as to why my door repair hadn't been discussed or scheduled after I brought the mistake to their attention.
  Once the company decided that they would fix my door after several more communications they sent someone who rescheduled a date for 1 week, then the next week, then several days later, then the job finally started yesterday on 11/15. To my amazement, the repairmen canceled the completion of this project today at 7:30am after notifying me that a technician was en route at 6:58am today. We are looking at 44 days with over 20 scheduled visits to my house now.
  Additionally, I was billed for a hydrojet treatment for sewer lateral that wasn't completed until I reached out to the technician for that portion of the project for a video/proof of completion.
  I was asked to take on at least 75% of the bill a few weeks ago while we still sit here at home with a nonfunctional door 44 days after the project started.
  The group that finished laying the concrete was made aware of the door situation and all 4 people left the job with my door slightly ajar and no call or warning of them doing so. They tried to pretend it didn't happen.
  This is unacceptable business behavior and has caused me and my wife and newborn a lot of stress.

  

  Business Response

  Date: 12/06/2022

  We issued a partial refund to the consumer.

• Initial Complaint

  Date:10/13/2022

  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 Dec. 18th, 2021 Mr. Rooter replaced the rubber connector from our dishwasher hose to our garbage disposal. On Sep. 27th, 2022 we discovered their repair had failed leaking water under our cabinets, plus damaging the ceiling of our downstairs bathroom. The metal strap securing the rubber connector to the garbage disposal had come loose and and the rubber connector they installed had also snapped. We called Mr. Rooter again to correct the problem.
  
  On Sep. 28th the Mr. Rooter plumber confirmed the connector was previously installed incorrectly. Additionally he acknowledged that the repair was covered under their guarantee of the work from Dec. and therefore did not charge for his visit. However now Mr. Rooter is refusing to cover the water damage done to our home resulting from their failure.
  
  Looking at how the previous connector had been installed you could see that it had been bent at a severe angle due to how the hose had been positioned back in Dec. by the previous plumber. The hose was curving down and up in a U before bending the connector into the disposal.
  
  When the plumber replaced the connector again on Sep. 28th he made sure it was properly secured, supported and going straight into the garbage disposal with no bend so as not to stress the part. He explained he took these steps to prevent the same failure. Obviously this indicates that the recent plumber from the recent visit had identified an issue with the install done in Dec. and taken measures not to repeat the same mistake. In both cases the same part was replaced.
  
  Ultimately the repair by Mr. Rooter in Dec. failed resulting in the water damage to my home in Sep. Supposedly Mr. Rooter guarantees their work for a year, but they are refusing to honor that and take responsibility for the mitigation and remediation costs to dry the cabinets, subfloor, and repair the damage to the downstairs ceiling.
  
  I want them to take responsibility for paying for the water damage mitigation and repairs.

  

  Business Response

  Date: 10/21/2022

  We have reached out to this customer and accepted responsibility for water event.  Our crew will be taking care of the mitigation and the repair to the ceiling.  The customer is aware and we believe is happy with the solution provided.