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:07/28/2024

  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.

  My 75 year old mother purchased a water heater from this company in 2021. They did not turn in the permit for the water heater to code enforcement. **** came and checked it the house for a gas leak. The **** representative ***** found the leak in the water heater after checking all the other gas outlets. My mother called Mr. ********************** and they sent out *****. ***** verified that the gas leak was coming from the water heater. He then told my mother that he had to test the whole house for gas and that it would be $501.00 for the first hour and then $375.00 for each additional hour. We asked him why this was necessary when the **** representative ***** had already tested the house and confirmed that the gas leak was coming from the water heater. ***** also confirmed that the gas leak was coming from the water heater. ***** told us that if we didnt agree to the gas leak test that he would not fix the problem for us. My mother is 75 years old and cannot afford the price for gas leak testing. Mr. **********************s representative ***** already had confirmed the gas leak was coming from the water heater and that it was a simple fix. All we want is for Mr. ********************** to fix the problem and correct the work that they did wrong in the first place. That is all we want for them to do the job right because the job was not done properly and we were given a defective part. My mother is 75 years old and on a fixed income. Her gas was cut off by **** because of the gas leak and she cannot take a hot bath, cook, or do anything that requires gas until the problem is fixed by Mr. ********************** and they are refusing to fix the problem without her paying for the gas leak test. Please assist us in fixing the problem.

  

  Business Response

  Date: 08/11/2024

  Thank you for bringing your concerns to our attention. We take all customer feedback seriously and aim to resolve any issues promptly and fairly. We sincerely apologize for the oversight in not pulling a permit during the installation of your water heater in 2021. This is not reflective of the standard we strive to maintain at Mr. Rooter Plumbing of Memphis. Regarding the gas meter lockout and the suspected gas leak identified by MLGW:

  We understand that MLGW has locked your gas meter due to a suspected gas leak. However, we have not received any documentation or official report from MLGW confirming the exact location of the leak or the methods used to identify it.  As stated in our previous communication, if the gas leak is found to be on the water heater we installed, we will promptly repair it under our warranty at no cost to you. However, if the leak is located elsewhere in your homes gas system, the responsibility for those repairs would fall to the homeowner.

  The gas test, which is necessary to unlock the meter and ensure the safety of your home, is the homeowners responsibility. MLGW requires that this test be conducted by a licensed professional to ensure accuracy and compliance with all local codes, prior to unlocking a locked gas meter. This is a two step process; first, the fixtures in the home must be capped off, followed by a pressure test on the gas lines running through the home. If the pressure test fails, diagnosis is required to determine where that leak is coming from. After any necessary repairs are made, a second (follow up) appointment will be scheduled, in which a licensed technician will meet a code enforcement agent on site, and a pressure test will be observed for a set period of time to verify that there is no drop in pressure. After that observation is completed, the fixtures are reconnected, and MLGW will then restore gas supply via the meter to the house.
  
  We are committed to ensuring your satisfaction and resolving any issues related to the work we performed. Please provide us with any additional information or documentation from MLGW, and we will gladly review it to assist in resolving this matter.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact our office directly at [Your Phone Number]. We value your business and look forward to working with you to resolve this issue.

• Initial Complaint

  Date:04/01/2024

  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 reached out to the business to diagnose and replace a sewer back up issue. The cost to diagnose the issue was to use a camera to see what was causing the clog. I paid $350 for that diagnostic camera use. The following are the issues:1. They will take $4100 upfront as advance and finish the work to satisfaction, charge the remain $4100 balance after providing me a video of the sewer line connecting to the city tap without clog and getting my approval before charging the card. After the fix was done my hall way bath had a clog and the work had to be completed the next day but I was charged the remaining $4100 for the balance for sewer line replacement and an additional $682 for the hall way clog without any estimate, invoice or pre-authorization. They have my credit card saved and I am concerned that they may use it in unauthorized means in the future.2. Second I was told the trench will be closed and they will wait for the first rain and then come back to close the trench. That has not happened and there is huge unsafe hole/trench in the yard and the company has not contacted me since I started complaining.I request that they provide a camera/video evidence of the sewer line connecting to the city tap, provide the reason behind the $682 charge to clear a clog that was cause because of the sewer line replacement or provide a refund for the same and finally, close the trench with out leaving a hole in the yard.

  

  Business Response

  Date: 05/02/2024

   

  Please see attached photos and documentation for 1809 ******** Ave.  As you can tell from the attached the photos the work has been completed and the trench has been filled and grated. Additionally, we have issued a refund for $682.08. because it should have been included in our initial visit.

  Regards,

  *****

• Initial Complaint

  Date:01/24/2024

  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.

  Please see attached invoice for additional work to stop the water leak by ******** Home Improvement for $485 that was not repaired by Mr. ***************************** and needed them to repair it, or Ill dispute the charges. He denied it wasnt part of their scope of work. I told him the only assessment they needed to do was to find a leak and fix it instead they replaced unnecessary pipes. He provided a picture of a leak that the technician took when he replaced other pipes. I asked why he didnt repair the leak. He didnt respond. NEGLIGENT, FRAUD, AND NO ACCOUNTABILITY!I texted ***, other manager who Ive been working with since beginning of problem to ensure he knows whats going on. He didnt respond about getting leak repaired. I also emailed Mr. ********************** regarding leak that was never discovered and repaired. I wanted to dispute the charges, or they come fix it by a given deadline. Again, no response. An email was received on January 24, 2024 to pay invoice by January 31, 2024. Otherwise, a lien will be on my property. They did not attempt to fix issue nor credit some of the money back. I wrote a review on google.com. An owner apologized and said he will investigate it (2weeks ago).

  

  Business Response

  Date: 03/07/2024

  The repair completed on November 20th included the correction of a laundry line that had come apart and needed properly connecting so that wastewater would not continue to dump into the crawl space of the home. The crawl space within the home was flooded with water before we ever assessed and gave any estimates to repair this line. Dry Fast a separate company, was called to pump out the standing water. The mold and damage caused by the water existed before any repairs were done. When **************** called us in December, we had a supervisor and a technician to revisit the original repairs. The issues that the client is calling in regard to, are not within the same area of the original work. The leak in November is on a waste (soiled water) line system unlike the new issues which are on the water (clean water) line system. Though the two issues are unrelated, we did give a discounted, new estimate to complete additional unrelated repairs. It is possible that the leak could have been intermittent. However, we would have included the leaking water line issue in the original estimate to be repaired if it had been apparent on the clean water line system. We have included pictures of the condition of the area before we repaired it.

  Customer Answer

  Date: 03/14/2024

  My tenant stated that his water bill had gone up before and after Mr. ********************** replaced the sewage pipes in November 2023. He provided the water bills (attached)showing the water usage increased in November 2023 and December 2023.
  
  Additionally,Mr. ********************** stated that theres a leak in the water pipe before they replaced the sewage pipes but could not locate it until the water underneath the house dried off since they measured the water leakage of a quarter per hour. Could they provide this record?
  
  I asked and confirmed with ***, the manager specifically that the sewage pipes they replaced caused the leak and there are no more leaks after they left. However, trusting **** words costs me more money and time.
  
  My plumber discovered the water leak after they left. If Mr. ********************** had gone far enough underneath the house where the tub was then they would have also discovered the leak. They saw the sewage pipes leak and didnt mitigate the water leak.

  Customer Answer

  Date: 03/14/2024

   
  Complaint: 21195446
  
  I am rejecting this response because: My tenant stated that his water bill had gone up before and after Mr. ********************** replaced the sewage pipes in November 2023. He provided the water bills (attached) showing the water usage increased in November 2023 and December 2023.
  
  Additionally, Mr. ********************** stated that theres a leak in the water pipe before they replaced the sewage pipes but could not locate it until the water underneath the house dried off since they measured the water leakage of a quarter per hour. Could they provide this record?
  
  I asked and confirmed with ***, the manager specifically that the sewage pipes they replaced caused the leak and there are no more leaks after they left. However, trusting **** words costs me more money and time.
  
  My plumber discovered the water leak after they left. If Mr. ********************** had gone far enough underneath the house where the tub was then they would have also discovered the leak. They saw the sewage pipes leak and didnt mitigate the water leak.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/08/2024

  We thoroughly understand ******************** concern with the additional problems that were not detected at the time of the original repairs to the sewer line. However, we did complete the original repairs as agreed and attempted to give an estimate for any additional repairs. I will follow up with the owner and provide any additional information. 

• Initial Complaint

  Date:10/13/2023

  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.

   
  Complaint: 20734399
  
  I am rejecting this response because as the business showed in their own pictures, the ground was not tamped out currently. Consequently, the earth moved when the car drove in the adjacent area causing the pipe to move. The ground is so loose that the earth is moving even close to the house. Also, I have not request any complementary clean. The initial job scope was for this company to jet the sewage pipe lines after the repair was completed. More so because they broke the main water line when they were repairing the main sewage line and a significant amount of dirt/mud went inside. So far, the business have not completed the initial scope of work and their failure to tamp out the floor correctly caused more damage. 
  
  Sincerely,
  
  *************************** hazard and could potentially cause damage to the **** located in grounds adjacent to the clean out and other associated infrastructure.I would like to emphasize the importance of rectifying this issue promptly to ensure the safety of the surrounding environment and prevent any further damage. Therefore, I kindly request that your company take immediate action to rectify the improper burial of the pipe and stabilize it in a manner compliant with industry standards.If necessary, I would appreciate your prompt response to this matter and a commitment to address and rectify the issue within a reasonable timeframe. Please confirm in writing the actions your company plans to take to correct the improper burial of the clean out and ensure the safety and stability of the underground infrastructure.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  

  Business Response

  Date: 10/19/2023

  We installed a clean out for ****************** on August 25, 2023. The installation of a clean out was necessary and agreed upon with our client. I have attached pictures showing our completed work and pictures reflecting tire marks, tracts which also include tire marks and a broken clean out. Mr. Rooter installs thousands of clean outs ensuring that our customers have proper access points. We stand behind every cleanout our team installs and are able to offer a substantial warranty. The pipe is buried sufficiently beneath the surface of the ground. The top of the clean out has 2-4 inches for access for clearing the drain. The area surrounding a clean out is filled and tamped down to secure the area. 

  ****************** had not completed payment agreed upon before installation and requested a complimentary pipe cleaning. Upon arrival at his home to perform this work, we identified and addressed that the clean out had been destroyed. He then demanded that we repair replace the clean out at no charge to him. We are requesting that before any repair of the clean out that has clearly been struck by a moving vehicle be paid in full. Upon payment we are glad to discuss options for a repair.

  

  Business Response

  Date: 10/19/2023

  Additional pictures 

  

  Business Response

  Date: 11/17/2023

  I have submitted pictures and responded to this complaint....I can see the pictures in the files I uploaded. Not sure what has caused us to receive this info again. But I am glad to bring us all up to the current status. The customer agreed that someone other than Mr. ********************** was responsible for his clean out being ran over/struck by a moving object after Mr. ********************** completed a successful repair at his home. He had the damage repaired and as agreed we returned to run the drain clearing equipment threw the clean out--providing him with additional services at no cost to him. The customer has completed payment on the original repair. If we can do anything for our client in the future, we are available!

• Initial Complaint

  Date:12/19/2022

  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.

   
  Complaint: 18611098
  
  I am rejecting this response because:
  First, since the diagnosis of the problem Mr. ********************** has only come once to clear the line and that was after this complaint was filed not before. The first time the line was cleared was a couple days before the pipe was dug up and it was done at no cost because I was paying for work to be done that was diagnosed as a broken pipe. We didnt have yall dig up our yard to figure out the problem, it was after finding out is was not broken that the other diagnosis was given. My complaint isnt with clearing the line or ***** who is the only reason I called after the complaint was filed because I like him and he is good. My major issue is being charged $350 an hour for digging up my yard which only took maybe an hour and the rest of the time they were sitting there not at my request, plus just leaving my yard with a huge hole in it. **** didnt even come out here once ***** called and told him the pipe wasnt broke. He has promised several things and never comes through on getting me quotes etc. We called several times about the charge and I didnt mind paying for the digging but **** just to dig a hole and leave it is a bit much, especially since it was for a diagnosed broke pipe that wasnt broke. Now justifying charging me that much for that after the fact because you cleared the line at a later date is a bit disingenuous. Thank you for taking the time to address my complaint. 
  Sincerely,
  
  *****************************completely together and NOT broken. **** called **** and told him what was happening and that the pipe was not broke like he said it was. They opened the underground septic portion and being confused as to what it was and found that it was FULL. I was told several things by Mr ********************** that were incorrect about the septic issue! I called the city out and they pumped the septic and the Mr ********************** crew just hung around for a couple of hours. I had to put 50% to schedule to appt, which was $1769.90. My yard is still dug up and they only gave me a refund of $370.80. After talking to **** several times he stated they are charging me for the dig at an hourly rate, charging me for their guys standing around for 3 hours, not to mention it didnt even have to be dug up to begin with. Now Im out a lot of money for nothing and have to redo an entire garden once I can find someone to fill the ridiculous hole back up with my water line being exposed to the cold temps before that breaks. Its their mistake.

  

  Business Response

  Date: 02/09/2023

  The service team arrived at ****************** home to access and resolve issues with her sewer being backed up. The existing problem is caused by the pump station being unleveled and is not removing the solids and liquids properly causing the sewer to back up into the home. This diagnosis could not be established until we exposed the pipe.  Once the digging was completed, we showed ****************** along with explaining the issues with the grinding pump to the city who was on site after we exposed the pipe. The city being responsible for the functioning of the grinding pump, then pumped out the septic tank. This issue has continued, we were called out on January 28th-I records will reflect this-after the city had again pumped the tank due to it filling up. *****, at no charge cabled the main exit line under the home clearing the obstruction. We could not do the work that was originally quoted, but  have since assisted ****************** at no additional charge to ensure that she would have properly working plumbing. The down payment she made with the exception of the refund went toward the exposing of the pipe-in ground, and the clearing of the obstruction which was necessary after the city pumped out the tank. Of course, we have not received any calls form our customer stating that she was dissatisfied with the conclusion of the original diagnosis. We have cleared the line at least twice since the diagnosis was given at no cost.  The cost is $515.30...which again we have not charged *******************  The existing problems with her septic system/grinding pump is due to the original installation of the pump and has nothing to do with any work Mr. ********************** has performed on ********************** property. We have only attempted to help with this problem.