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:03/06/2023

  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.

  Company did not perform the promised service. However they still charged for it.

  

  Business Response

  Date: 03/09/2023

  Mr. Rooter has made multiple attempts to reach the customer to discuss the issue. The customer's answering service is Google, we leave a message but have not received a call back. The customer can reach Mr. Rooter at ###-###-####

  Customer Answer

  Date: 03/09/2023

  I did not receive any messages from the company. I screen my calls and I don't answer calls from numbers I don't recognize because I get so many spam/scam calls. If they had left a message I would have called back. 
  Regards,
  
  
  ***** ************

  

  Business Response

  Date: 03/21/2023

  The Columbus Business Unit Manager spoke with the customer and asked for the invoice from the company that she says fixed the problem and we would then be happy to give her a full refund.

  Customer Answer

  Date: 03/21/2023

  I am rejecting this because: he did not at any time offer a full refund, not that I recall. He offered $100-$200 for the clean up my husband did. I explained to him I did not have an invoice because a close family friend did what I asked them to do, which was snake out the toilets. He did not charge us anything. 
  
  
  
  Regards,
  
  
  ***** ************

• Initial Complaint

  Date:02/07/2023

  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.

  The company charge $436.11 for two wheel barrows of gravel to put around SDR pipe. They charged $2,00.00 to put dirt back in hole they dugged. No new dirt was added. You don't charge to put dirt back in hole. I could have put the dirt back myself for $2,00.00 had I known,
  On 12/04/2022, I hired your company to repair a broken sewer tile, that caused a back-up of my sewer system.
  I went into this problem totally in the dark. I knew nothing about what this would involve. After the work was finished, and paid for, I talked to another company that had this type of work. They said that when you dig the hole, you place the sod off to the side along with the top soil. Then on topping off the finished work, you use the topsoil to replay the sod. When finished your lawn will look undisturbed. My yard looks like a graveled grave site.
  The contract says the company is not responsible for landscaping. They should have reused the sod and the top soil. If this was an upscale neighborhood, this work would have looked better.
  As to the work and billing, I have some concerns. I asked for an itemized list of the charges for the work. After 3 weeks, I received it. Had I received it before the work, I could have discussed some of the charges. The list was not very well done.
  I have enclosed a sample list of what may have been done. To dig down about 8 feet, I was charged $2000. That should have been between $800 and $1000. To expose and removed damaged pipe, clay tile, was $200. It cost another $500 to replace broken clay tile, with 6' SDR pipe and install clean out pipe. How can it cost $1000 to take out a broken clay tile? To put 2 wheelbarrows of gravel around SDR pipe was $436. Why so much for so little gravel? I could have hauled it myself. And the worst charge was $2000 to put the first back into the hole. I am told that you don't charge for that. That is included in the digging. You don't charge to dig a grave, the charge to cover it up.
  Had I received the itemized list before the work began, and seen the $2000 charge to put the dirt back in the hole, I would have told them to leave it out. I'll put it back myself saving $2000. The total cost was $6800 minus an $800 discount. The total should have been between $3500 and $4000. I am asking for an adjustment on that bill. I was told that you are a flat rate company and don't do breakdowns. People should know up front what they are paying for. I could have saved $2000, maybe more. The work only took 2 hours.
  We live on a fixed income.
  Thanks,
  **** ** ******

  

  Business Response

  Date: 02/09/2023

  We have attempted to contact the customer multiple times. We have not received any returned calls from the customer.

  Customer Answer

  Date: 02/21/2023

  I am rejecting the response from Mr. Rooter. They have returned a call to me and we talked about my complaint. You can see by the enclosed proposal they charged $2,000, to put dirt back in the hole. They said, they did not. they offered $500 returned to me. I refused, and told them (Mark) that I wanted the $2,000. If they offered $500, they must know there was some wrong doings. They did not back fill with premium fill, they re-used my dirt they dug out. Mark said, he would discuss the complaint with management, but they most likely, would not pay any more than $500.00 offered. Any other info, you may want let me know.

   

  Thanks,

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

  

  Business Response

  Date: 03/01/2023

  3.1.2023 BBB received notification from business via phone that they have addressed consumer's concerns.

  Customer Answer

  Date: 03/01/2023

  3.1.2023, BBB called consumer and he confirmed that he spoke with business earlier today and they addressed his complaint to his satisfaction.

• Initial Complaint

  Date:01/05/2023

  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 the last 2 yrs i have paid mr rooter over 10000 to service my sewer line. I let them put in an outside service line and fix/ put in new pipe to the city tap digging over 12 ft down pulling all kinds of city permits, as well as get it scrubbed for all roots and dabree. a fix that said would get me back up and functional. They documented the city main tap being crushed while they fixed this issue. mr rooter said they could not fix this issue due to it being the city's responsibility and now the city is saying its mr rooters responsibly. I have been without a working toilet for 2 months now with mr rooter saying there is nothing
  they can do and the city saying everything is fine on their end.my wife is pregnant and it is now becoming a huge health concern. i have been on the phone fileting complaint after complaint for 2 months now getting treated like I'm the bad guy, when all i want is a working toilet. trying to get this resolved and I'm not sure what else to do.
  Sincerely
  Brian p. Sarver
  UPDATE 12/12/22: Mr. Rooter caused damage to the y connection to the city tap. Constituent did not give permission for Mr. Rooter to do what was done. The Constituent received an email on 12/12 from the city stating that the responsibility is on the Constituent to get fixed.

  

  Business Response

  Date: 01/05/2023

  We have been in contact with this customer and he has confirmed he does have a working sewer. It has not been determined
  how the y connection was broken but it has been fixed. The city has made the
  necessary repairs in the alley.

  Customer Answer

  Date: 01/05/2023

  I accept the business's response to resolve this complaint.
  
  but it doesn’t change how I was treated or how the situation was handled or the fact that I didn’t have a proper working line from october to December. 
  
  Regards,
  
  
  
  ***** ******