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:08/19/2025

  Type:Product 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.

  Today, 8/19/25, Mr. Rooter replaced a sump pump in my aeration system outside. The other one they put in last year quit working. I asked *** today, how long are they to last...He says 6 months to 5 years or more. Please imagine paying $600 to over $1k every 6 months to a year for them to put in another septic pump constantly! Yes, that sounds Ridiculous and ABSURD! It was a faulty pump and should be replaced at their cost and then, they can write off or go back to the manufacturer or the supplier and say they need better products. However, why would you do that if you can just keep upcharging your customers regularly with this Planned Stealing Policy.
  I was charged $305.41 for the labor of putting in a new one for however long that one lasts! It is not OK to not back your work and your products you are installing. I require a full refund immediately. I should not have to pay anything, to have what I already paid for working propertly!
  Also, note that it is my responsibility now for the rest of my life to check the breaker box weekly to see if it has kicked off and the pump has stopped working again!!! I wonder how many home owners are doing that or have been told that or realize it is the only way to know if it is working!
  They tried to say it is how often it has to run do to our use. So, let me clarify that....2 senior citizens, who shower once every 2 weeks and wash 3 loads of laundry a month, and dish washer once every 2 weeks. We buy our drinking water. RIDICULOUS! Barely much use...so poor reasoning of a crappy product they know they use and install regularly. Full Refund is Due of $305.41, which is just them finding a way to make the owner pay for wholesale cost of the pump.

  

  Business Response

  Date: 08/20/2025

  Ms. *******,

  We have received your complaint and have responded via email per your request. Below is a copy of the email sent to you today, Wednesday, August 20th, 2025 at 1:08pm by our Director of First Impressions, Barb Bauer.

  'Good afternoon ******, 
  We have received your correspondence and we apologize about the phone calls. I have spoken with *** about your preference to receive all communications in email and he is now aware. I am sending this email on his behalf with him attached so he is notified. 
  
  *** was calling to inform you that we will be issuing you a refund in the amount of $305.41 for the service performed on 8/19/2025. 
  
  The payment will be refunded to the card it was transacted on.
  
  Please do not hesitate to reach out to myself should you need anything further. 
  
  Thank you,
  **** ******
  
  Thank you for allowing us the opportunity to resolve your complaint. - Mr. Rooter Plumbing of Columbus
  
  

  Customer Answer

  Date: 08/20/2025

  I did not receive an email from anyone from Mr. ********************** today.  I do not have any info to contact this person, as suggested in her email, ****.

  I require a new invoice be emailed to me from the company that states 0 dollars owed, paid in full or no charge.

  Tomorrow, I will check to see if there has been a refund, but if there is, I will still require a new $0 invoice.

   

  Thank you for your assistance. ****** *******

  Customer Answer

  Date: 08/25/2025

  I am rejecting this response because: I did receive a refund, however, I did not receive a $0 zero dollar owed invoice, as the one attached for last year, when they replaced electric box that they melted, showing it is at their costs, like this sump pump replacement labor bill should be.  Also, no contact info is provided for me to contact this ****, as she suggests, and I have not ever received any email responses from the company this year, except sales alerts.  

  Thank you to the BBB for assisting to get a refund response.
  
  
  
  Regards,
  
  
  
  ****** *******

  Customer Answer

  Date: 08/28/2025

  ---------- Forwarded message ---------
  From: <************************************************************>
  Date: Tue, Aug 26, 2025 at 1:34 PM
  Subject: Message from ************************
  To: <*********************************************************************************>
  
  
  Complaint # ********& Compaint #******** Note: your email says to go to ********************************************************* does not take me to a place to contact you! ***** *****, these are not Solved! If you would have read the info, you would see that the ************ $0 due invoice I sent you was from last year and was for the electric box, and was sent as a sample of what I require from Mr. ********************** for this year! Not Solved! Poor **************** and I want it marked not solved. I do not Need Mediation...I need an invoice that says I do not owe them anything, as it is their practice and in fine print states right off, that they will place a lien on your home and you may lose your home if you owe them money. They know it and are just being noncompliant and a bad company! Please reopen this, mark as not solved, since they have chosen to Not provide a $0 owed invoice for this year on the electric check and the new pump replacement and labor! Thank you. ****** *******
  
  Sent from ****** ******* (*****************************)
  

  

  Business Response

  Date: 08/29/2025

  Good morning,

  Our team has contacted ****** ******* and sent her the $0.00 invoice she was requesting through our CRM. Additionally, **** ***** reached out via email yesterday:
  
  This is the email provided:
  ----------------------------------------------------

  Good morning, ******!
  I have updated the most recent invoice, the one that we refunded. 
  
  It currently has a zero balance, and I updated the invoice information stating you paid, then we refunded in full, and nothing is owed. 
  
  Please check your messages to ensure you received it. 
  
  Thank you for your time, and have a wonderful Holiday weekend!"
  ---------------------------------------------------------------------------------------------

  
  We have also uploaded a copy of the sent invoice to this complaint. Our team hopes that this further provides clarification and resolves the complaint.

  Thank you,
  Mr. Rooter Plumbing of Columbus

• Initial Complaint

  Date:07/30/2025

  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.

  Description:
  The constituent got a card in the mail from a plumbing company. Pipes under house are rusted and need replaced. The company
  quoted 10,000 dollars. Constituent claims false advertising of being a local company, and she believes she was overcharged and
  they also did not complete the job while leaving behind a mess in the constituents yard.

  

  Business Response

  Date: 08/04/2025

  Hello,

  We currently have an open BBB complaint from this customer for our Mr. Rooter Plumbing of Dayton location. The complaint ID is ********. We would like to explain that, yes, we are local, but we have locations in various cities across Ohio and Indianapolis. Mr. Rooter Plumbing of Columbus is our headquarter location. 

  Our team has taken the correct measures to respond to her initial complaint on complaint ID ********. Please see the following response:

  "We appreciate the opportunity to respond to this complaint and to clarify the services provided to the customer.
  
  Our team has communicated with the customer on multiple occasions regarding her concerns and has made several visits to her property to review the completed work outlined in the original invoice. In addition to the scope of work, we returned to apply topsoil in the flower bed as a courtesy gesture. While the customer has expressed appreciation during in-person interactions, she has consistently contacted our office with further concerns following our visits.
  
  Attached to this response are the job summary and relevant photographs of the completed backfill work for reference.
  It is important to note that, per our standard terms and scope of work, Mr. Rooter is not responsible for landscaping restoration or future ground settlement following excavation. Excavation work was performed using a mini excavator to create a trench approximately ten feet in length and four feet in depth, as required to access the main sewer line. We connected to the existing PVC pipe from the interior and installed a two-way cleanout. Hydroscrubbing was performed to remove root intrusion and buildup, followed by a camera inspection. As explained to the customer, any additional work identified during the inspection would require a separate estimate and approval.
  
  The repair area was properly bedded with gravel and backfilled to a rough-grade mound to allow for natural settling over time. Again, restoration of landscaping or settlement management is outside the scope of work provided.
  
  The camera inspection revealed that the majority of the line consists of cast iron, with approximately the last ten feet made of clay tile. The clay tile section showed root intrusion at several joints, and the cast iron portion had significant buildup. While the line is currently open and functional, we advised the customer that, due to the condition of the materials, future backups may occur as deterioration progresses. We recommended the installation of pipe liners to help prevent future issues.
  
  Work Summary:
  Upon arrival, we met with the customer and began the job. We excavated the area and located the water line at a depth of 24 inches, then continued excavation to reach the old cast iron sewer pipe at approximately four feet deep. We removed about ten feet of damaged pipe and replaced it with Schedule 40 PVC, along with a two-way cleanout. The trench was backfilled to a rough mound to allow for natural settling. At the time of completion, the customer expressed satisfaction with the work performed.
  
  We are committed to providing quality service and have made every effort to address this customer's concerns. Please let us know if any further clarification is required.
  Thank you,
  Mr. Rooter Plumbing of Dayton"

• Initial Complaint

  Date:06/16/2025

  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.

  On or about April 29, 2025, Mr ********************** did some waterproofing of my *********** ********************** brought a commercial-sized evacuating crane onto my driveway. After damaging my driveway, Mr ********************** offered me $1,000 to get it fixed. I immediately advised Mr ********************** that I wanted the company to use their insurance and fix my *********** date, June 13, 2025, my driveway remains unfixed. Instead of using their insurance to fix my driveway, managers at Mr ********************** asked me to "call around & get quotes for fixing my driveway." I found this request to be strange considering that I have worked for a company that provided services that need construction equipment. I never once in over 20 years of work experience advised a customer to call around for quotes to fix damage that my employer caused. I did as requested by Mr ********************** & the driveway remains crumbling in spots that they drove a crane over & with several dips that are a tripping hazard. In general, I know how this process goes when a company is actually working on fixing the problem. I have only received bare minimum lip service from Mr ********************** about me getting quotes, not about them fixing my *************** from my security cameras attached.

  Customer Answer

  Date: 06/23/2025

  Mr ********************** of Cleveland contract attached

  

  Business Response

  Date: 07/01/2025

  Ms. Fair and BBB Complaint ********************************************* team is working diligently to ensure that we resolve your complaint. Our team member, ****, stopped out at the property on 6/27/2025 to address your concerns about the exact area you would like to replace and the areas were marked with paint. We are working toward getting correct quotes and we will contact one of those companies to complete the work! We apologize for the delay as some of our management team had changed, but we're working to ensure your satisfaction. Mr. ********************** does appreciate your feedback and the opportunity to provide your customer satisfaction.

  Thank you,

  Mr. Rooter Plumbing of Columbus

  Customer Answer

  Date: 07/01/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23466408
  
  I am rejecting this response because: my driveway has not been fixed. I was promised that some contractors would come out and look at the property. I have not seen anyone. 
  
  Regards,
  
  Falencia Fair

  

  Business Response

  Date: 07/15/2025

  To Whom It May Concern,
  I am writing in response to the recent complaint submitted regarding a service completed at the customers home. We want to acknowledge the concern and assure you that we have been in consistent communication with the customer to resolve the issue.
  Since learning of the concern, our team has been actively working with the customer to identify a qualified contractor to complete any necessary repairs related to the work performed. We are currently in the process of reviewing contractor estimates and will proceed with selecting one once all quotes have been received. At that time, we will coordinate directly with the customer to schedule the repair and ensure it is handled promptly and professionally.
  We truly appreciate the customers patience and understanding as we work through this process. Our priority is to ensure a fair and satisfactory resolution, and we remain committed to doing so.
  Sincerely,
  ****** ****

• Initial Complaint

  Date:06/09/2025

  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 had plumbing work done back in February.. 4 months later a pipe had a clog in it. We called on June 4th once we discovered it and had them come out to look at it and it have it fixed and they keep pushing back the repair date and not fixing it and making excuses for everything.. no one calls or owns up to this. I have to call everyday to make sure someone is coming out to my house and

  

  Business Response

  Date: 06/15/2025

  We appreciate the opportunity to respond to this concern and provide clarity on the resolution.
  Initially, Mr. ***** ***** reached out to express dissatisfaction regarding the timing and completion of work at his property. Upon receiving his feedback, our team acted promptly. *** ******* one of our managers, personally spoke with Mr. ***** to address the concerns. All outstanding issues were resolved, including a final cleanup of the yard, which was completed in alignment with our mutual agreement.
  Since that resolution, we have made multiple attempts to reach Ms. Kaitlyn Bowenboth by phone and voicemailto confirm awareness that Mr. ****** concerns were addressed and that he expressed satisfaction with the outcome. Unfortunately, we have not received a response to these outreach efforts.
  As of our last conversation with Mr. ****** he confirmed that he was pleased with the work completed and appreciated that we took the steps necessary to make things right.
  At this point, we are unsure why additional outreach is being made by Ms. ****** as the matter appears to be fully resolved per the homeowners satisfaction and our service agreement.
  We remain committed to clear communication and customer satisfaction and are happy to speak further if needed.
  Sincerely,
  *** ****** - Mr. **********************

• Initial Complaint

  Date:03/26/2025

  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.

  On February the 28th my sewer line backed up into my house. After Mr. ********************** diagnosed that my line from the house was corrupted their solution was to replace the line from the house to the tank. Several weeks later the new line backed up into the house again and a different company came out to evaluate. Mr. ********************** had neglected to remove the cap to check that the new line was not to close to the baffle. After some digging the line was cut to the proper length. I came to find out that the initial bill of ******** is way above market rate. I talked to "manager ***" about this and he told me the excavator cost ******** a day to rent. I called the local rental company and was quoted ******* per day rate. Shame on them for taking advantage of someone in a desperate situation as not having running water in their home. I am an educator in the community and will pass along my experience with anyone that will listen.

  

  Business Response

  Date: 04/02/2025

  Our team has contacted and is working with Mr. ******** to find a resolution together. We will update the complaint as soon as a resolution has been reached.

  Thank you,

  Mr. Rooter Plumbing ofColumbus

  Customer Answer

  Date: 04/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:01/13/2025

  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.

  I found that my toilets and shower drains were running much slower than they should. I had Mr. Rooter out to investigate the problem. Unfortunately my house did not have an access point to the main plumbing line so in order to investigate the issue my toilet needed to be uninstalled to run a camera down to find the issue. Long story short the main issue was that my home had settled and the plumbing line broke where it exited the house. Unfortunately while removing the toilet to make the diagnosis the toilet flange was damaged. I was told it would be best to replace the flange because reinstalling the toilet posed a risk. By the end of the process I had a bill of $2,816.22. I was charged $780.83 for the toilet that I could have picked up at ****** for $166. I was billed $191.56 for the toilet flange that was broken by the technician (i get it... mistakes happen and things break), which I could pick up at ****** for $15. I was charged an additional $65.86 for the stainless steel supply line that can be picked up from **** ***** for $2.70. I was charged $207.91 for "remove and reset water closet" that never occurred because I paid for a brand new toilet. I was charged $1,570.06 for the diagnostics which included running a camera down the main plumbing line and they unclogged it by "jet blasting" it with pressurized water. I received estimates the following day that ranged from $93-435 for the same procedures. I feel this company took advantage of me and I was stuck with it once the toilet was removed and the flange broken. These are outrageous prices for the work that was actually performed. On top of it I got a quote for $5,500 to fix the actual problem and they required I pay $2,750 of that before any outside work was done, which I paid.

  

  Business Response

  Date: 01/24/2025

  Dear Mr. ****, 
  Thank you for taking the time to share your feedback with us. We sincerely appreciate the opportunity to learn and improve from your experience.
  We are pleased that we were able to reach a resolution that met both our needs, and we truly appreciate your time and effort in working with us to find a solution. Your feedback is invaluable in helping us enhance our services, and we remain committed to providing the best experience possible.
  We have processed the refund as agreed, and we hope this resolves the matter to your satisfaction. Our goal is to build a long-term partnership with you, and we genuinely value your business and trust in us.
  If you have any further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 01/31/2025

  I accept the business's response to resolve this complaint.
  
  
  
  Regards,
  
  
  
  ****** ****

• Initial Complaint

  Date:09/19/2024

  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.

  On 9/9/24 Mr Rooter assessed my master shower for grouting reporting they charge 250$ per hour for the job that would take approximately 3 hours I agreed and signed his laptop. 9/10/24 Mr Rooter arrived at 4:30pm to complete the job, he went on floor 2 at 516pm he came to get me telling me he could not do the grouting until the tile was cleaned . I inquired about the costs and time he said he couldn’t give a me n exact amount of what the per cent age of z250$ would be. I asked if he had the needed cleaning solution he said no, he located the product 6 minutes away on google. I asked if I went to store and helped with cleaning would it save time and costs he said of course & that would allow him time to begin putting up the painters tape. I went to store got the solution returned put on gloves while he went outside to get his gloves and towels this took him seven minutes. When he returned we begin cleaning separate areas. My son later arrived and inquired about costs time etc. Mr. Rooter said it would take 6 hours at a costs of 250 an hour. He was told that was too much. At 7:20pm I asked if he had reached three hrs he said yes and begin cleaning up. Mr rooter was observed to spend an extraordinary amt of time cleaning the tile and slowly going over what I had done. I noted an odor in bathroom indicating my private restroom had been used prior to my coming upstairs. Mr. Rooter wrote a bill for 750$ he gave a discount just for the call. I was not provided with any discount for my work or paper towels we used. I am asking for adjustment due to Mr Rooer not working three hours. He was upstairs 46 minutes prior to informing me of the above. While I was at store be put the painters tape on. Receipt will show the time I was at the store.

  

  Business Response

  Date: 09/26/2024

  A refund has been set up and a check will be sent out to the customer on 9.27.24.

  Customer Answer

  Date: 10/07/2024

  I have received the refund check. Thank you

• Initial Complaint

  Date:05/15/2024

  Type:Billing 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 provided services to ********* ****** for work in her basement (floor, faucet, pipes, plumbing). At first, she was quoted $20,000 but she stated she couldn't afford it. An employee named **** ***** then told her $9000 and he completed the financing paperwork. She has asked for a written description of the work done and it has not been provided. Ms. ****** called the office last week and spoke to ****** who said she should've received it by now and she still hasn't.
  
  Ms. ****** would like the written description of the work done. Also, she said there are issues with the work that was completed that need to be addressed.
  
  Note: this was completed by ****** ********, Director of Consumer Services, on Ms. ******'s behalf. She called our Consumer Fraud Hotline for assistance. She does not have an email address or a computer. I can be reached at ******.******************************* or ###-###-####. I told Ms. ****** someone from the BBB would reach out to her.

  

  Business Response

  Date: 05/23/2024

  We're sorry to hear that you have this concern,
  *********. We've reviewed your account notes and spoken with our team, and we
  understand that we came to your home with the invoices you requested.
  During this visit, we also performed a more thorough cleaning of some concrete
  on the PVC pipes. Our Service Professional informed us that the work has been
  completed to your satisfaction. Please call us at ###-###-#### if there is anything else we can do to help. 

  Customer Answer

  Date: 05/23/2024

  5.23.2024 Additional correspondence and photos received from consumer: 
  Thank you for the nice letter. It started with with my sink being stop-up. I called Mister Rooter. I have called them several times before. The first guy came out. Check it out. He checked it out. He said he would have to call his boss. later on that same day four guys came out and went down to the basement. And then three of them left. Mr. **** ***** told me they would have to put in pipes and dig up the floor to put in new pipes. They fixed the sink that was stop-up. And then he said it would be $20,00 with payment $300.00 a month. I said I couldn't afford that. So he brought it down to $9,000 with payments $127.00 a month. They started Feb 27 to March 6 on the last day I ask the one guy about the papers- telling me what was done. I have yet to get them I have called Two or three times. They told me they would send them out. To me I am sending you pictures of what was done. I don't understand why Mr. **** ***** would say $20,000 then change it to $9,000. When I got the bill from **** **** ******* *******- it was $9,700.00.
  
  I am 85 years old. I don't have a computer  for email.
  
  On the one day I called about the paper, his name was ***, he said the work was not done. He sent this one guy out his name is *** to wipe the washer out which had dirt in it from the work they did and to wipe the floor up. He was down there about 10 minutes. I didn't see much of what he had done. This was Monday May 20.

  Customer Answer

  Date: 05/28/2024

  5.28.2024 BBB received phone call from consumer stating that the complaint could be closed.

• Initial Complaint

  Date:07/17/2023

  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.

  Mr Rooter was hired to install my new dishwasher and line for ice maker on my refrigerator on June 14 for $1301.84. Trey Pugh stated the job was not complete because electrician needed to get behind and install GFI plug and line June 17 which Mr Electric did on June 17 for $695.87. I called Mr Rooter to come back and finish the install no call no show on June, 20, 22 and today June 24 had appt between 8-10 and I was explicit on June 23 when making appt that I had to be at work at 11:30am. I get a call at 9:50am today June 24 stating it may be another 1-2 hours. This was not the case when they made 1301.84 the plumber called me directly. I am seeking a refund from Mr. Rooter for not completing the job, dishwasher not installed correctly I cannot open several cabinets and it is not flush under sink. Also the ice maker water line hangs so low in basement it hits you in head when walking no secured nor safe.

  

  Business Response

  Date: 07/21/2023

  Mr. Rooter visited this customer's home on 7/3/23 and resolved all issues. 

• Initial Complaint

  Date:06/08/2023

  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.

  Description:
  Company repaired sewer line last March 2022. Started having sewer line problems again on May 19
  2023. Contacted them to come take care of problem. They informed me it wound cost 14000.00 to
  resolve problem.

  

  Business Response

  Date: 06/20/2023

  We contacted Mr. ******* on 6.19.23 at 9:19am and left a voicemail. We will follow up for resolution again today...Thank you

  Customer Answer

  Date: 07/21/2023

  The job they did did not take care of the problem of sewage backup in my basement floor drain. It was a guess on there part on what to do. A misdiagnosis on there part. I was price gouged and still have the same problem. I have no documentation saying that I would have to have lines jetted every year. This matter is not over with. I will contact media to this a public awareness for other customers warning them about Mr Rooter.
  
  Regards,
  
  
  
  **** *******

  

  Business Response

  Date: 07/27/2023

  In the customer's rejection response, he states “The job they did, did not take care of the problem of sewage backup in my basement floor drain.” The customer's floor drain backed up on 3/20/2022, which is roughly 16 months ago. Unless the homeowner is claiming his floor drain has been backing up for 16 months, the repairs we did make resolved the issue.  
  
  The homeowner's lack of maintenance on the sewer line - which he was advised of in the original invoice - as well as verbally - caused the sewer to back up out of his floor drain.  

  Customer Answer

  Date: 07/28/2023

  I paid Mr Rooter over 10 thousand dollars to resolve my floor drain issue permanently. There statement saying they fixed my problem for 14 months is a joke. When I approved them to to the job the company Did Not state this was a temporary fix. I have no documentation stating that in writing. If that was the case I would not have hired them to resolve my floor drain issues. The representative from Mr Rooter admitted to me in May that it was a misdiagnosis and that the job was poorly done. I will contact Mr Rooter today.
  
  Regards,
  
  
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