ComplaintsforMr. Rooter Plumbing

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Mr ********************** come pump my septic system. They only pumped one side and 6 weeks later it is full and clogged again. They refuse to pump both sides and claim my drain field is back flowing. This would require water to run up hill. The health **** says both sides should be pump to remove any solids that went over the baffle. I was there with the worker so I know they only did one side.

  

  Business response

  05/12/2023

  We sincerely apologize for the confusion, we were unaware of the situation. Once we were notified, we sent the pump truck driver back out to pump the other side of your tank.  I hope this has rectified the situation for you, and again apologize for this not being done the first visit trip. 

  Customer response

  05/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They do end up sending someone back to pump it correctly but only after initially refusing. I had to involve another contractor, who contacted the business owner and got the proper response. 
  

  They are making up a response story to try and save face.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home at the address listed on January 26 and on the day of the closing the seller was on the premises to give me the keys to the house and while they were still here the water started gushing and he reached out to Mr ********************** after hiring them to fix plumbing issues and there was a 90 day warranty and they have been out here 4 times since January 26 and today March 6th I have been waiting over five hours for someone to call me or to show up to fix the problem again, I have a daughter who has congestive heart failure, and I am a single woman, and the stress of this has been enormous A few times when calling their office only to be hung up on and nothing is ever fixed properly its not just a leak, but it is a tremendous amount of water, the first 3x and someone came to fix it, and I was not present however, the fourth time the young man who came stated they have to have someone on the premises, and he proceeded to tell me that there was much more to the plumbing issues that was billed to the seller, the warranty is coming to a close, and I feel that I have been put off so I would have to pay for it additional charges and their customer service has been very unprofessional. I understand that the seller paid for only the services at hand to put a Band-Aid on the problem, and now I am in the position to have to pay for more than I was expecting.

  

  Business response

  03/14/2023

  3-14-2023   

   

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

  
  We are very sorry for the predicament you are in and would like to first off apologize for the customer service you received on the phone. Unfortunately we are in the process of training new customer service representatives, I assure you that the disconnection was not intentional. Upon reviewing our records of the service our company has provided it is apparent that the plumbing located under your home is in need of total replacement. The repair ************** made on 1/25/23 was  for the previous owner, unfortunately with the high water pressure which was noted to the seller and also to you causing the coupling to blow off has been a major issue, however we initally made the repair with a 90 day warranty and have honored the warranty. Since the repair was initially made, the pressure of the water has blown this coupling off and each time we have sent ************** out to fix the problem for you free of charge. (a total of four times) Dated 1/26/23, 1/27/23, 1/31/23, and 2/11/23. On 3/7/23 you called again with a leak under the house, however our original repair is still intact. This leak was in a different location of the original leak. On this occasion you did pay for services which carries a 90 day warranty as well and we will be happy to honor that warranty on that particular repair also. Mr ********************** will stand by our warranties and work on the repairs we have made, however any "new" leaks or issues with the plumbing with your home will incur a fee. Once again, we apologize for the issues you are having but we can not replace/repair plumbing free of charge. This obviously is an issue that needs to be discussed between you and the seller. 

  
  Sincerely,

  
  Mr. Rooter Plumbing

• Initial Complaint

  03/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I CALLED MR ********************** ON 01/30/2023 AND REQUESTED SERVICE FOR COMPLETE ***** LINE CLEANOUT IN THE YARD THAT WENT UNDER MY HOUSE COST OF $262.00 . THE FIRST PERSON THEY SENT OUT IT DID NOT CLEAN THE LINE FULLY I CALLED BACK AND THEY SENT ANOTHER PERSON OUT WHICH THE LINE WAS COMPLETELY CLEANED BUT ALSO BROKE THE ***** LINE UNDER MY HOUSE! I THEN CALLED BACK SOMEONE CAME OUT ON 03/05/2023 THE TECNICIAN IT WAS NOTHING HE COULD DO BUT THE LAST TECH SHOULD HAVE PUT LIME **************** AND ANYWAY IF HE FIXED HE WOULD GET PAID FOR THE *** AND THE PERSON THAT FIXED IT WOULD NOT! BUT HE WOULD TURN IT INTO OFFICE AND HIS BOSS WOULD HAVE TO GET LIME FOR TECH TO REPAIR SO I CALLED OFFICE TWICE TODAY I WAS TOLD MANAGER SAID HE IS NOT SENDING ANY BACK OUT! MY HUSBAND HAS LUNG PROBLEMS AND CONGESTED HEART FAILURE HE IS ON OXYGEN AND THE **** IN OUR HOUSE IS HORRIBLE IT SMELLS LIKE MILDEW AND RAW SEWAGE I WANT THIS PROBLEM FIXED I TRUSTED THIS COMPANY TO FIX OUR PROBLEM WITHOUT ANY ISSUES. THIS IS A ********** CONCERN FOR MY HUSBAND WITH HIS HEALTH CONDITIONS I DON'T UNDERSTAND THIS COMPANY ******** LEAVING THE SMELL OF RAW SEWAGE AND MILDEW SMELLING UNDER MY HOUSE WHEN I MADE THEM AWARE OF MY HUSBANDS HEALTH PROBLEMS!!! THIS PROBLEM SHOULD HAVE BEEN RESOLVED WITH NO ISSUES AND COMPLETED I ******* RECOMMEND ANYONE TO DO BUSINESS WITH THIS COMPANY

  

  Business response

  03/14/2023

  3-14-2023   

   

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

  
  We are sorry to hear that you are not satisfied with the services we provided for you. On 1/30/23 we came out and cleared your sewer line, you called again on 2/7/23 we warrantied our work and cleared your line once again free of charge, noted in the technician's report was a sewer smell along with photos of the crack in your sewer line. On 2/20/23 you called to report the sewer smell and our technician wrote an estimate to repair your cast iron sewer line where a crack was indicated. We have photos in our possession that clearly shows the crack that our machine operated by our technician could not have caused. However, due to your situation we agreed to repair this for you as a customer courtesy free of charge that the estimated cost was for $650.00. Mr ********************** does not perform water/mold mitigation. Lime unfortunately will not take care of the smell/moisture under your home, you would need to contact a restoration company for this service. We apologize that we can not provide more services for you, we wish you well. 

  
  Sincerely,

  
  Mr. Rooter Plumbing

  Customer response

  03/15/2023

   
  Complaint: 19548440
  
  I am rejecting this response because: HAD MR ********************** EQUIPMENT NOT CRACKED THE **** IRON ****!  WE WOULD NOT BE HAVING A FOUL ODOR OF RAW SEWAGE! THEY REPAIRED THE CRACK BUT WE ARE STILL HAVING AN ODOR PROBLEM! IT IS MR ********************** PROBLEM TO REPAIR **** AND FIXED OR BE RESPONSIBLE FOR LEAVING AND FIXING ITEMS BACK THE WAY THEY WERE PRIOR TO UN-STOPPING **** WE DID NOT HAVE AN ODOR PROBLEM UNTIL THE TECHNICIAN HAD TO COME BACK OUT DUE TO THE 1ST TECHNICIAN DID NOT GET **** CLEARED!  I WOULD THINK THAT WHEN A COMPANYS EQUIPMENT BURST A **** UNDER HOUSE THAT THE COMPANY IS RESPONSIBLE FOR CLEAN UP!  WE DID NOT BURST THE **** AND SHOULD NOT HAVE TO INDURE THE SMELL AND RESPONSIBILITY FOR IT! MR ********************** COMPANY BROKE THIS ****! I WANT THIS MATTER RESOLVED MY HOUSE SMELLS TERRIBLE AND I HOPE THIS GETS RERSOLVE WITHOUT ANY FURTHER ACTION!!!

   

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 7/28/2021 Mr Rooter sent me an estimate for $665 to replace the faucet on the south facing wall of my house. Quote from the estimate document: "TO CUT WALL AND REPLACE FROST PROOF BIBB". On 8/12/2021 When the plumber showed up, they WITHOUT MY CONSENT proceeded with repairing the faucet from the outside instead of cutting the wall and replacing it. I was left with no choice but to pay the bill. As a result, the faucet started leaking again in a few weeks. Mr Rooter declined a warranty repair since I complained about it after 90 days. I'm seeking a refund for the work poorly done and performed without my consent.

  

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/21) */ We are sorry you feel that you did not receive the type of service you wanted. We have already acknowledged your complaint and responded. You were not charged $665 for us to only repair your hose bib, the $665 included repairing the hose bib, replacing both hot and cold stems, cups and springs in the Delta faucet located in the 1/2 bath, along with clearing both your washer and kitchen sink drains. There have been 3 different technicians out to your home and all have given you the same prognosis that it is likely going to require the fireplace to be removed which you have declined to do. There is no way to replace this faucet from the outside and unfortunately it is located behind the fireplace and will require it to be moved in order for us to gain access. Consumer Response /* (3000, 7, 2022/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) > all have given you the same prognosis that it is likely going to require the fireplace to be removed which you have declined to do This is absolutely not true. None of your technicians stepped inside the house to take a closer look, let alone cut the drywall to verify that fireplace removal is actually needed. I was never asked by you or your technicians to remove the fireplace. The faucet is located on the side of the fireplace, not behind it. Another company will be replacing it without having to remove the fireplace. >You were not charged $665 for us to only repair your hose bib Correct. Refund pro-rated for the work in scope of this complaint would be sufficient.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 13th 2022, I called to have them service my rental property. I had a leaking faucet in the kitchen and the sink wouldn't drain. I was charged 398 for them to replace the faucet. Unfortunately, the faucet that the " professional " brought from their warehouse to be put in didn't fit properly. I advised him that he needed to put in a new faucet and he advised me he could if I pay an additional 400. Mind you he had called me to let me know that he had found a faucet that would fit my sink. So, after I asked him to send me a picture of the I approved, based on him saying it would fit and it looked exactly like the one I already had in.

  

  Business response

  03/23/2022

  Business Response /* (1000, 8, 2022/02/25) */ We have tried to contact you regarding this issue and have been unable to reach you. We are more than happy to send a supervisor out to assess the problem and come to a resolution. Please contact our office so that we can arrange a time and date.

*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. ↩