ComplaintsforMr. Rooter Plumbing

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had sewage backup in my shower, bathtub, and toilets. I called Mr. Rooter out and they ran a camera through my lines, (both inside and out) They ran a snake through and also tried to descale the lines. Nothing seemed to work. They could not find a cleanout so they said they needed to put one in, $2,700 I agreed. Once they got the cleanout in, they ran the camera again and said that something was blocking the pipe under my patio. It looked like a rock. They had to dig more and cut the connection between the cast iron pipe and the clay tile. They put a new fitting on and reconnected the pipe and said that this would fix the problem, now I'm at $6,000 however, now the pitch of the pipe was going the wrong way (of what they just fixed) Told me they couldn't guarantee that it wouldn't keep happening. I could, however run a new sewer line from my house to the street for another $6,000 and this would fix the problem as well as have all new plumbing. I agreed. They completed the job in one day, I paid them in full, and 3 days later sewage backup again. I was furious. How could I pay $12,000 and have the same exact problem I had before. They did not fix the problem. They came out, opened the lines and said that it may last 1 week, 1 month... they weren't sure. WHAT? They said that I now have another problem I have a belly in my cast iron pipe down in the crawl. This piping needs to be replaced as well. Why did they not tell me this before? Now they want more money to replace that piping. When I talked to the supervisor I asked why didn't you tell me that I had more than one problem, if that is even really true, which I doubt. If I were told, then I could have decided which problem to fix first instead of them deciding to do the sewer line for $12,000. The sewer line did not take care of the problem. I ended up paying them another $1,700 to replace the main cast iron pipe in my crawl, which took care of the problem. I feel so taken advantage of.

  

  Business response

  02/14/2024

  Mr. Rooter has had multiple managers review this file and all have found no wrongdoings. All of the work performed by the technicians passed city inspection. All authorization signatures were obtained from the customer before any services were rendered, and the customer had ample time before the work to cancel and/or obtain other estimates. Sometimes, despite our best efforts, all issues cannot be fully diagnosed or even discovered until the work begins. The customer has been made aware of all of this and was given discounts on work along the way. 

  Customer response

  02/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:  After the initial work was done for $12,000 I still had the same problem  They did not fix the issues that I had.  Even though an inspector came out, they look at the job that is being done, not what the problem was.  It was up to Mr. Rooter to diagnose the problem and I feel that they did not do this.  They performed unnecessary work at my cost.
  
  Sincerely,
  
  ***** ****

  

  Business response

  02/16/2024

  Our manager was open and honest with the customer while discussing the work that was being recommended. The customer authorized the price and confirmed her desire to move forward with the work. We can certainly understand the customer’s frustration. However, sometimes, additional issues are discovered once work has commenced. We tried to be mindful of the customer’s finances when discussing the new issues and offered several discounts along the way. Again, several managers have reviewed the facts and have found no wrongdoings.  

  Customer response

  02/18/2024

  
  Complaint: ********
  
  I am rejecting this response because: I agreed to move forward because they assured me that putting in a new sewer line with the right pitch would take care of the problem (which it did not). Three days later, I had the exact same problem (sewage backup)  That is not true that this was an additional problem that occurred after the fact.  They ran a camera through the lines under my crawl and said that there were bellies, which at that time, I did not understand what that meant.  They also saw a blockage under my patio, and said that fixing that would solve the problem (but it didn't).  Is it true that maybe I had a couple of issues going on?  Yes that could be but they did not present that.  They offered me a new sewer line for $12,000 and said it would fix the problem but again, it didn't.  They said that the price would go up once they filled in the hole in my backyard.  So time was of the essence to make my decision.  I trusted them, they completed the job, I paid in full, and IT DID NOT FIX THE PROBLEM.  They should have presented a correct diagnosis of both things that were going on and let me decide (along with my ex-husband who is a licensed plumber) which problem to fix.  Now all around my patio is sinking really bad and they informed me that they would not come back after spreading the dirt out.  I have no way to move  this dirt, so I will have to pay someone again to do this.  It is a safety hazard for my grandson who plays out there all of the time.  They also told me that they would come and power wash my driveway after the second job because they left it a muddy mess.  They never returned.  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Due to tree roots I had a floor drain back up. There was a clogged main sewer line. I called a plumber to snake it out but they could not get through. It was suggested I get an outside clean out put in. I called Mr Rooter for an estimate to install the clean out. They came on 08/22/2023. The tech said he was confident he could "hydro Scrub" the line from in the house. He stated if they could not clear the line there would be no charge. I agreed to let them try. They worked on it and said they were able to clear it out. They said they pulled a 4 ft root ball out but also found a shift/break in the line. They said I would need to have the yard dug up and replace the pipes. (I never saw the roots they say they pulled out) Mr Rooter showed me pictures of a shifted line and stated not to use much water for fear of a sink hole. They gave me an estimate do the work. I let them know I would be getting another estimate. I paid Mr.Rooter $963.89 for cleaning the line. I called another company for an estimate. That company came out but was not able to camera the line stating it was too packed with tree roots! At that point I hired that 2nd company to dig up the yard and replace the pipes (Still thinking there was broken/shifted line). I had to go a few weeks with using little water while permits were pulled. I then watched the excavators dig up my yard and pull out roughly 3 feet of roots. On top of having to pay Mr Rooter for a service they did not provide, there was no break/shift in the line. I did have the old line replaced so I do not have to ever do this again! I contacted Mr Rooter and emailed Mr ******** a copy of the permit and inspection (that he requested) as well as a picture of the roots the excavation company pulled out of the pipe. Mr ****** said they will not be refunding me. Mr Rooter needs to refund my $963.89 since they did not clear the line! See attached pics of the roots the excavators pull out as well as permit/inspection and work done in the yard.

  

  Business response

  11/01/2023

  A full refund of $963.89 was issued back to the customer's credit card on 10.23.23.

  Customer response

  11/01/2023

  
  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

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. Rooter promised they could do work at my father's vacant home without me needing to be there as I live out-of-state.  Instead, they took advantage of the situation.  I gave them a key to the house that I didn't have returned to me until Christmas.  Today, January 30, was the first day I could return to the home and I was DISGUSTED! Mr. Rooter gave me an estimate for this job on 11/11/2022.  They began work on 11/16/2022.  I gave $6200.00 as a down payment on 12K+ job. On 11/27/2022, I was asked for another 5K and was sent the exact invoice that they re-sent to me today.  The work that is listed on that invoice was NOT COMPLETED. If they had this much work left to do and this much cleaning of my home left to do, then why did they ask for an additional 5K in addition to the $6200.00 I had already paid as if the work was done?   I received a message in response to my complaint that was altogether unsatisfactory.  The representative simply told me that there is more work to be done and that this is the source of my complaint.  Why would I pay for MORE work when they have not completed the $11,000+ of work that I already paid for? Photos of the unfinished work listed on the invoice show: 1. The dishwasher is not connected.2. The new tub surround (back bathroom) has not been completed.  This surround is also significantly short and NOT to my liking.3. The subfloor (back bathroom) has not been replaced.4. The kitchen faucet is not connected.5. The front bathroom faucet is not connected.6. There are empty pizza boxes, food containers, and drink bottles EVERYWHERE. 7. The screen door of the brand-new patio door was left open and is now frozen that way. Now, instead of spending time with my father in his nursing home facility, I will have to clean up a job that started on 11/16.  I still have to check the gas water heater and "P" trap in the basement (which is also a mess).  I suspect that work has not been completed either.

  

  Business response

  02/01/2023

  Our manager has been in contact with the customer. We are working to schedule a time to meet at the home to go over the work that was done. The customer lives out of town and won't be returning to the area for several weeks. At that time, our manager will meet with the customer to go over the work that was done. 

  Customer response

  02/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: I paid 11K+ for work that is unfinished but listed as such on the invoice--- no single pipe has been connected (bathroom sink, toilets, kitchen sink, shower, an opened subfloor, etc).  I have supplied numerous photos and am taking more. The house was also left in complete disarray: empty cans and pizza boxes; debris in almost every room (these rooms were empty beforehand); a broken patio screen on a brand-new patio door that had never been opened; full outdoor garbage cans that were empty beforehand; etc.  While I can appreciate and understand the need for their inspection, it seems they should have done this before collecting 11K+ from me and allowing me to walk into the home to find this level of chaos.  I will be hiring a different company to finish what they've started after their mandatory inspection so they won't be allowed to complete anything anyway.  They have not responded with any reparation other than they will come visit me.
  
  ****** ******

  

  Business response

  02/16/2023

  Our Business Unit Manager has tried to contact Ms. ****** by phone but has been unsuccessful. He will be reaching out via email as well. He would like to discuss the noted issues with the project.

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because I emailed this business MULTIPLE TIMES.   In my last email, I told them that I cannot return to the property until March.  At that time, I will let them know that I am in town.  The business is insisting that they be allowed to inspect the property before they will move forward with anything.  If inspection is their policy, they should have inspected the work before they charged me 11K+ and not demand access now. They are also asking that they be allowed to finish the work that they have already charged me for.  However, they left such a MESS that I am not interested in them doing any more work on my property EVER again.  They can inspect their work as this is their "requirement" when I return in March (as I already noted in my emails).  In March, they must also take their own photos so that they can corroborate the MANY photos that I have already emailed them. I want to state for the record here that I am VERY UNCOMFORTABLE with them demanding entrance back into my home this way; I will also need to ask someone to be on the property with me at the time to ensure my safety since I have no reason to trust them.
  
  Sincerely,
  ****** ******

  

  Business response

  02/16/2023

  We will be available to meet with the customer when she is available in March. She can call ************...Thank you

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I remain very uncomfortable with the required inspection that they are demanding in March.  My complaint remains unresolved until they formulate an equitable solution after their required home visit.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  12/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12-2-22 we had a sewage backup in basement. My problem starts with the price and then deception of findings. For cleaning the line and camera was $1113.86. Then was told they need to tear up the basement to replace pipes to the tune of $15,500. I got a second opinion ($275.00 for camera) and he said he did not see anything that would warrant that action. Recommended maintenance for $150-$175. Felt like i was getting reamed on the cleaning, but after my 2nd opinion, I found out how much. I just wanted to share for others to search for someone who is trustworthy.

  

  Business response

  12/15/2022

  The Business Unit Manager reviewed the job ticket and pricing and concluded that the pricing was accurate for the work that was performed. We constantly review our pricing in all markets to remain competitive with the level of service and expertise that our customers expect.

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