ComplaintsforMaster Rooter, LLC

• Initial Complaint

  04/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  .We hired Master Rooter to replace a septic tank and install a drain tank system. The finished product had tracks over the entire 2 1/2 acres of the property with large holes throughout. The neighbor's comments "...they look like they were joy riding... ". Master Rooter ran an electrical line from the drain tank to a carport (75 yards) to an electrical box. The electric cord was only covered by a hand full of dirt and grass. At this point there several areas where the wire is exposed to the elements. It appears the company did not use a certified electrician. Master Rooter either hit the building with their backhoe or when create a hole for the electrician wire into the building, there are three major cracks in the building. One you can see through the building to the outside. As we try to address these issues with the company, the representative (*****) states there employees have made affidavits and they did nothing wrong, we must have did it. We have witness and photos to identify our concerns. We do have photos of exposed wire.

  Business response

  04/17/2024

  We have been in constant communication with the customer since the first call and have reviewed all the items with the customer as well sending someone out to meet them to review.  We have also reviewed after the site visit what items on the list and have scheduled a day to complete the outstanding items since the installation of the new system approved by the county.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Much like the other reviews I am now aware my family was taken advantage of and overcharged for services. Another septic cleaning company came out and said risers, pumping should not have costed at *** more than 500-700$ but we were charged at $1500. They took advantage and made it seem like an emergency. I dont know how businesses like this are able to still run or how they sleep at night knowing they have so many customers that will never reach out for services again.

  Business response

  07/20/2023

  We have reached out to the customer with the number provided today and yesterday and left a message each time, we are waiting for a call back to review the questions/concerns since we have not heard anyting after the initial service. We did have another number and reached out to the customer and talked to them just now and they are stating another company could offer services already provided but did not mention the ************** all provided.  So explained that we do not have to honor other companies prices after service has been provided but would take a look at it and into consideration.  We would require the quote to come from a medium to large size local septic provider (more than 2 trucks) on their letterhead with the same ************** that we provided and we will look at that and get back with the customer.  we will update after we receive that. thank you.

  Customer response

  08/08/2023

   
  Complaint: 20343264
  
  I am rejecting this response because: 

  I do believe MasterRooter is well aware that other septic companies will not provide a document stating the pricing for each piece of work done. This has been another part without good faith on their part to rectify this situation. ** believe our consumer protection laws have been affected in dealing with MasterRooter. 

  Our receipt with MasterRooter is as follows:

  - Pump **** gallons or less

  - Excessive Gal

  -Excessive Sludge

  - Treat drain field

  - Add riser to outlet port

  ** have spoken verbally to other accredited septic tank companies over the phone and have been advised that treating the drain field was a well known scam because this has to do with flooding and we had no flooding. 

  The other companies also mentioned Risers are not required as explained by MasterRooter's rep. ** were given risers without the necessity of it. ** were charged $1500 for a 30 minute job. This was only requiring not more than a $500 septic pumping charge so in the end we were overcharged wrongly by $**** and this is not sitting right with us. Again, we feel our consumer protection laws were affected and would like to rectify with MasterRooter before proceeding. Thank you. 

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

  Business response

  08/08/2023

  The customer is stating that he has gotten quotes but the only provided quote was from a plumbing company that isn't licensed for septic and the quote didn't have the same services listed as our invoice so this is not an acceptable quote. We have asked them for other quotes but unfortunately haven't received anything and must be allowed to review and compare to be fair.  The customer signed and agreed to all services and charges at the bottom of the invoice. No company has to honor other companies prices but in good faith we will consider and compare as long as it's a written quote on letterhead from a septic company medium to large size, this would be the only fair and accurate way for us to compare and see the other prices and ensure it's a legitimate offer with same services.  We have continued to communicate to the customer and follow-up and ask as it seems their concern is the price which can vary by companies.  Customer is also stating we changed the price, we quoted the pumping service when  they called in and the invoice shows two additional services.  Any/all additional services would be extra and the customer signed and agreed to these services.  We let the custom know they didn't have to agree to any services, if that was the case then we would cover up the system and leave at no charge to the customer.  Our tech did advise other work which was for a different price but the customer declined that work.  Please note as services change, price will change based upon other or additional services.  ****** services are not done by hourly time but the pricing is setup by each service,so if the job took 3 hours or 3 days the service charges for that work would stay the same unless more or less services were added or removed.  We will continue to review and reach out to the customer to assist but the pricing for these services fall inline.  

  Customer response

  08/08/2023

   
  Complaint: 20343264
  
  I am rejecting this response because: 

  MasterRooter is correct in that they have reached out to my elderly father via phone call asking him to provide proof of quote from another accredited septic tank company and they would offer the difference. However, I will state again that this is another scam in itself as MasterRooter does understand other companies will not give written quotes as they are not able to see the work needed done as it has already been done. We have been quoted verbally over the phone and the pricing is not coming to more than 500-600$ estimated. 

  It is false that they told my father they would cover up the hole and discontinue work. My father was made to feel this is an emergency and they said it is against the law for them to leave the hole open like that when we wanted to search for another company. He was initially quotes $199 or similar for them to come out and was then later told it would be $1600 and offered to take $100 off to equal to $1500. 

  Again, we did not need all the work that MasterRooter pressured and scammed my father into thinking we needed and we are extremely unhappy about the extra unnecessary risers and scam charges of treating a drain field where there was no flooding at all. 

  We would like to proceed communications with MasterRooter in written form for legal purposes herein forth. We appreciate the understanding.
  
  Sincerely,
  
  *******************************

  Business response

  08/22/2023

  We do feel we explained things to the customer and documented this but the customer has not taken any calls to discuss or review the information with us and it appears we are at an empass.  We understand how customer's can feel things and in the moment it can be confusing for services and topics some people aren't familiar with therefore we believe this to be more of a misunderstanding.  We did finally speak to someone by text and rectified the situation and have closed this out on our side.  We might not all agree at times but we did make the effort to resolve the situation with the customer.

  Customer response

  08/22/2023

   
  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.
  

  MasterRooter and we have reached an amicable solution and are thankful for the effort and time invested by this company to come to that agreement. Thank you.

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

• Initial Complaint

  03/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called master rooter because of a septic tank problem at my residence. They told me that an initial consultation was $225. The gentleman came, dug a whole, completed an assessment and then provided me a verbal quote for $9000 without a detailed report of the damage and costs. I asked him for a report and he wrote a report on a piece of paper that came close to $9000. I asked if all the work was needed and he told me yes. I then told him that I would be seeking a second opinion. He told me that he had to cover the hole that he dug. He then did that. The next morning I had a second company to come do an assessment. Within 20 minutes, the lead guy knocked on my door and asked who had been doing work. I told him about Master Rooter. He then asked me to come and showed me how electrical wires had been pulled up and out and that the worker from Master Rooter had destroyed the wiring. Electrical wiring repair was a major part of the estimate that Master Rooter gave me, yet the new company told me the wires had been pulled out. I called the worker from Master shooter and even called Master Rooter and explained what I was told. The worker never called me back and the woman from Master Rooter who answered the phone said politely that she was surprised and that she had never gotten such a report from other customers. I ended up paying approximately $6000. This is significantly less than Master Rooters estimate even with the new company repairing the damage done by Master Rooter. I am seeking a refund of the $225 consultation fee I paid Master Rooter and the costs of electrical repairs done by the company that completed the work.

  Business response

  03/24/2023

  We have reviewed this issue and reached out to the customer and requested documentation that is proof to state her concern.  Originally our  tech came out and provided a 2-3 hour review of their entire pump system which is more detailed and includes electrical wiring and gave a quote and charged a service call fee that for the time spent and the customer wanted to get a second opinion.  The invoice/quote/work order was filled out and signed by the customer acknowledging and the quote detailed issues with the wiring and system that needed to be replaced.  The customer signed the work order agreeing to this on that date.  The customer called back the next day asking to speak to the tech and have them talk to someone else not on site.  The tech was out that day due to family illness which was confirmed from the office for the reason for the tech being able to be in the office and speak to the customer the next day.  It appears that the customer had someone come out that day as well and replace the items we quoted up to and including rewiring the system which we stated was needed as part of the service.  Please note the system was not working at time the time we were there hence the reason for the quote to replace it.  The price mentioned by the customer for out quote is well over $800 less than stated.  We did pull a record of the customer calling back 18 days after our initial service call and 17 days after the other company provided the work for them where it was stated that we damaged the wiring/electrical to the system.  The customer at that time was going to send pictures and information from the other company stating and proving that we damaged the system which was stated in disrepair and not working in our quote already.  Nothing came until this concern with the BBB came over, which the first business day after it came over we reached out to the customer which is now over 60 days since our initial service visit.  The customer emailed over 4 pictures from a distance of the company digging things up and some work being done and an invoice stating similar wording and work that was listed on our work order as well.  We apologize the customer did not get a call back the next day but the tech was out as stated and was not scheduled to be back to work until the end of the next week, which it appears by then the work was done by the other company (completed 24hours after our initial visit).  We let the customer know that we would need more detailed before pictures and proof of what was stated and how they are stating this was damaged as due to the invoice signed by tthe customer they were aware of infestation of ants and that the entire electrical wiring and posts/connections/outlets would need to be replaced.  Also it was stated on the invoice that the pump has to be replaced as it wasn't working, the only way to look at that is to pull the pump and it was diagnosed of what needed to be done which included replacing the pump which was also stated on the other company's work order.  The customer is stating that due to not getting a call back that this is proof that we damaged their system.  What we provided, signed for, and acknowledged by the customer, that needed to be done and what was done by the other company as service work performed matches.  We would need more clear evidence of something done incorrectly with that shows extensive damage above and beyond the complete rewire of pump systems/pump station installation/wiring of alarm system and service rack replacement.    Please note the other company dug up the system as well which can further cause issue if earth is dug up again in a short period of time.  As per company policy we had to cover up the system after the customer declined service as it's a safety hazard to leave septic systems open/exposed if current work is not being performed on them.  We are waiting for further information from the customer. Thank you.

  Customer response

  03/28/2023

   
  Complaint: 19620309
  
  I am rejecting this response because the details provided are not true. I reached out and explained what had been done to my property and requested that I get a call back and the person never called. The appraiser originally gave me a price without itemized work to be done.  I had to ask for this   I believe he thought I was stupid because I am a woman. I may not understand the technical aspects of the work that needed to be done, but ai understand well that a business transaction requires an itemized quote.  He took 30 minutes to conjure up this quote.  He took 45 minutes to cover the hole. My mistake is that I didnt watch him. The fact is the next company came back to my door without ***** minutes of digging to inquire about who had worked on it before them.  

  This home is my vacation home and I had to get back to *******. I had to get the work done expeditiously at least the portions that were needed.  I am still trying to get photos from the other company.  

  Based on the overpricing that Master Rooter quoted me, it is evident that the appraiser was trying to take advantage of me as a woman. I want, at the very least, the money I paid for the assessment and a portion of the money done for the electrical wiring that the appraiser caused. 
  
  Sincerely,
  
  ************************************

  Business response

  03/28/2023

  Unfortunately, the information in this reply is not accurate, our calls are recorded/monitored for quality assurance and the two phones calls the day after our service were reviewed and in both of those calls you asked for the tech to reach out to you and/or your brother to help understand the quote/service work with no mention or comment on problems/issue/concerns.  As stated previously he was out that day due to family illness and was not back in until the next week.  The next call that came in was on 02.16.2023 approximately 18 days after service and ********************************************************************************************* our quote.  It would be require less time to dig up an area of a system that has been recently dug up as the earth is loose and the second company does not have to do searching for the system.  Also please note our invoice clearly states the quote is a flat rate for all services provided, we do not have to breakdown invoices but if a customer asks then we can break it down.  It has nothing to do with gender/age/orientation or any other personal identifying characteristics of a customer, that's why it's stated already on that work order/quote under the total of work and it repeats that confirmation it's a flat rate on the back of the invoice, which was signed and agreed to those terms, even though the customer did not have the work performed.  We are still waiting on more information from the customer as so far nothing has been presented to show extensive damage to the electrical prior to any work being done by second company, that would require more than the work already listed on our quote and the other companies work order.  Our quote states "fix electrical issues -caused by ants and improper connections"

  Customer response

  03/28/2023

   
  Complaint: 19620309
  
  I am rejecting this response because:
  The explanation given is not factual.  The assessor destroyed my property in an effort to increase the repair costs.  He also overcharged me in the estimate.  This is because, as a woman, he thought I would be fooled. He never presented me with an itemized bill until I asked for it.  She just gave me a total. When I told him that I needed a second opinion, he went back out and destroyed my property to align with the lies he put in the quote. When the second company came out, without 20 minutes, they came to my door and asked who had done the previous work. I told them of Master Rooter. They responded that the previous person had pulled out wires and broken the lid.  I began to call to speak with him and he would never return my calls.  Have never returned them to this day though I spoke to the receptionist who heard my concerns and assured me he would call. 

  I want my $225 I paid for the estimate and a refund of electrical work and the lid that he destroyed. 
  Sincerely,
  
  ************************************

• Initial Complaint

  11/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/6/2022 we purchased a home and called Master Rooter. ********************* came out and informed us the he cleaned out **** gallons of sewage, replaced the front and back baffles, made sure line is clear of all solids, pumped the field lines, installed risers on front and back, installed new lifetime filter and paid $2150.00 the back of the receipt says a one year warranty. 5 months later our toilets started backing up. Notified HomeServe warranty and were informed that the drain lines from the house to the septic tank was clear. But said the septic was full and needed to be emptied. So I notified Master Rooter on 11/06/2022 at 4:15pm Master Rooter did extensive work on the Septic Tank 6/6/2022 I called *** and requested for the pictures 11/04/2022 at 2:00pm due to the problems Im having with the septic tank I requested for the pictures from 6/6/2022 because *** said I had to request for them. I never received the pictures. 11/06/2022 at 4:15pm I called Master Rooter and Spoke with ****** I informed her I never received the pictures from Friday and said she said she would resend the pictures. Its 11/07/2022 havent got the pictures as of yet. ****** also said someone would give me a call back on Monday to schedule an appointment. They never called I called them at 4:45pm in the evening Monday.11/7/2022 at 4:45pm spoke with ****** from Master Rooter gave me **************** phone number I texted him 11/07/2022 at 5:48pm and he texted me back that he was on a job and he would call me as soon as he was done. I never received the call back.11/24/2022 at approximately 4:00am (Thanksgiving day) my toilets started backing up. I called Master Rooter at 9:02am got not answer. The water was spilling over in both bathrooms so I called Septic Consortium which I found on BBB website as a A rated company. *************************** came and opened the septic tank. He immediately came to get me and my husband and told us to take a look. He told us the septic tank was at a high water level. Water running back into the tank. No reason to remove front baffle to clear house line. He also said the back riser needed to be centered.

  Business response

  11/29/2022

  We did speak to the customer and review their concerns.  We were not open the day they called and we did not get a voicemail or email or any message about issues going on.  We did review with the customer that our invoice states we have ********** hours to respond to issues or concerns with previous work, not counting holiday's or weekends.  The customer took it upon themselves to hire someone to pump their tank.  We spoke to the customer and the other septic company that pumped their tank on Thanksgiving to confirm the tank was overfilled and explained the customer that this can happen very quickly as septic tanks are made to stay 2/3 full or operational level.  We did come out 12 days prior to their call and pumped down the tank as part of warranty on previous work done earlier this year and the tech explained that if overfilling continued to occur we will have to look at possibly replacement of drainfield.  The customer had serve pro come out as well and they confirm the same thing that we will have to wait to see if the tank overfilled.  The riser location did not impeded the system from working properly or impeded accessing the filter to service for regular maintenace as long as the system is not overfilling.  We did offer to adjust the risers if the customer's wanted but this didn't cause any issue such as experienced of backing up.  We have requested the customer's water bill for the time period and they customer is wanting to wait and see what occurs over the next 1-2 months and we will continue to follow-up. Septic tanks fill back up to operating level within ***** days after pumping with normal water usage and that's how they are suppose to work and if the tank overfills and the system pours back in from the drainfield into the tank that means the septic system is not taking anymore or oversaturated which would be focusing on a repair or replacement of drainfield.  This was explained to the customer as well and this was confirmed the action of this with the other septic company that was out there.  

  Customer response

  11/29/2022

  I still not received the before and after from 6/6/2022. I only received the photos from 11/12/2022.  I would like the photos from 6/6/2022 asap

  Business response

  12/01/2022

  These were provided and customer confirmed our work was not an issue with situation that is going on right now.

  Customer response

  12/01/2022

   
  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

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had this company to replace our back fill pipes on our septic tank which should have a life of 20 years or more. Our back filled pipes were replaced in 2019 and now its 2022 and our entire system is failing. I called to notify them of the system failure and their response was to charge us $3000 to repair the pipes. We paid them $10,000 for our septic tank to be repaired in 2019. This is no fault of ours and this company did not do good work.

  Business response

  03/09/2022

  We understand your concern.  When you contacted us in Feb of this year 2022 about pooling up at the end of your drain field.  We had you send in a picture and then also ask to see your water **** all within 90 minutes of your call.  While we reviewed it in less than 30 minutes after that you messaged us stating your wife had someone coming out to service your system.  At that point we closed out your request and then you contacted us back again a month later stating there was pooling up again.  We discussed with you in detail about where it was coming up in the yard and how that was the end of the drain field as well as the soil at that part of the system was not the best but acceptable to the county since it was the last part of the drain field.  We did discuss that since the work was done 3 years ago there is a standard 1-year warranty on any work done,that is stated on the back of your invoice that was signed.  In the case of the drain field that is also inspected and approved/signed off by the county before your job is complete.  The county required a soil report and inspected the system and passed it. We did let you know that we can do an exploratory dig to see if it's a pipe disconnected or a chamber collapse.  You said you wanted to call us back and then the next day you contacted us and stated the county came out and said maybe a pipe was disconnected.  We quoted you at that point again the exploratory service call fee or if there is a repair that needs to be done, we quoted a drain field repair and since you were a previous customer quoted it below the usual repair range of charges.  You said no and then disconnected our call.  You called back again the next day and said another company came out and told you it appears the ******** were full at the end of the system.  We discussed that again with you that if it's getting through the system to the last run of the drain field then there is little in regard to the repair that can be done but the repair charge would be the same quoted if we can repair it and if not then it would just be the exploratory dig charge.  Most likely due to that area of soil an extension or additional footage would be needed which would be a different type of work order and of course more expensive. Also, the explanation of your charges is not correct.  We charged $6500 for a new system installation 3 years ago, you can reference that for your invoice.  Systems replacement now are more expensive,but the charge was no $10,000, please see your invoice and we have a copy of it as well if needed.  We would be happy to help but we were upfront and direct and took your calls every time and replied back quickly.  We can't be held accountable for a system inspected and approved by the county for extended period of time as the ground moves, usage, and environment and other factors that our out of control once we have completed the work and a good amount of time has passed. 

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