ComplaintsforMr. Rooter Plumbing
Plumber
Multi Location Business
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Complaint Details
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Initial Complaint
07/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Mr. Rooter was called on July 2, 2024 about fixing our water heater. They made an appointment on July 9th to come out between 9:30am and 2:00pm. They did come out, but then left without saying if they were coming back or telling us what the issue was. After repeated called multiple times each week, they finally scheduled to come back on July 23rd between 9:30am and 2:00pm. No one ever showed up. We received no text or phone call to notify us that they would not be coming. After calling them, they asked to reschedule but could not tell me why they did not show up on the scheduled day and time. This will be the third day that we have had to take off work and lose wages.Business response
08/05/2024
Unfortunately we had to order parts for the water heater and since it was under warranty we had to wait. Your home warranty requires us to follow a procedure. We cannot refund any time taken off. This is sometimes something wre cannot control when we are depending on other vendors to provide parts when they stated they are.Customer response
08/06/2024
Complaint: 22033518
I am rejecting this response because: it does not justify the poor professionalism and lack of communication, or just plain courtesy, to notify us that they would not be showing up for the scheduled time that they set for repairs. No text, no call, no communication whatsoever…no one arrived on the day that they set up to come for repairs.
Sincerely,
***** *******Business response
08/07/2024
Unfortunately we do not reimburse wages for problems customers have at there home.Initial Complaint
02/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
they were sent out by american homeshield as a warranty call on 02/05/2024. when he arrived he said there wasnt a proper cleanout and he couldnt snake the clogged line due to american homeshields policy. so i paid him 298.00 before job was done to unclog drain line. i had already paid homeshield a 125.00 fee for the call.. he said he snaked it around 100 ft but it was still clogged. snake line only looked about 30-40 ft long to me.he said i may have other problems with line and wanted to run camera down lines for additional money. i really doubted it had other problems.. i got my own snake and ran it and immediately unclogged it. i feel job was not completed properly . i feel i should be refunded the 298.00 for not completeing the service.i know american homeshield paid them for the service call. i have also found out 298.00 to snake a line is about double what it should be.Initial Complaint
09/11/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On September 10th we put in a request through our home warranty to Mr. Rooter in Abilene, TX for mainline stoppage through out the house, one of the bathrooms toilet overflowed and we had 2inches of standing water. When I called Mr. Rooter ###-###-#### and explained to ******* who answered what was going on and we put in a work order through AHS she told me they do NOT work on Sunday's and I asked her if they were a 24/7 due to that is what the website stated YES but we do not send our guys out on SUNDAY. Then how is this company a 24/7 if they can't send the ON-CALL technician out. So my husband calls Bryant's Plumbing in Abilene they were out within an hr. Due to Mr. Rooter not following through with the 24/7 service we paid out of pocket $215.00 when it should of been covered under AHS. DO NOT DO BUSINESS WITH MR. ROOTER IN ABILENE, TX.Business response
09/11/2023
Unfortunatley, when you go through a home warranty they do not pay for us to go out on emergency calls if the work order is not placed as an emergency call. We have 24 hours to place you on the schedule on a normal work order. I offerred a first thing Monday morning appointment but it was denied. This work order was placed as a normal category work order.
Thank you,
Mr. Rooter Plumbing
Initial Complaint
08/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
i had a claim for a water leak and was told by the technician it would get fixed and since the 18th of july he has managed to keep lying his way out. claim #249215018Business response
08/03/2023
On July 18th we were dispatched to **** ***** ******** thru a home warranty. We met with Mr. ***** and he stated what concerns he has at the home. When the homeowner goes thru a home warranty there is a process we must go thru in order to do any repairs at the home. The technician called the report into the home warranty and the home warranty determines coverage based on what plan the homeowner has purchashed with them. We have to follow the home warranty rules unless the homeowner would like to pay out of pocket directly to our company for any repairs. We have not done any repairs at the home. We have spoke with Mr. ***** about the non-covered charges he would be responsible for to do the repairs needed at the home. Mr. ***** has not agreed to those charges so we cannot proceed with any repairs at this time. If Mr. ***** has any coverage concerns he can contact his home warranty directly.Initial Complaint
03/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Plumber Joshua Torres came to work on a shower issue . He himself had already come out and given an estimate to my home warranty company. He stated that if there was anything they didn’t cover he would write up a quote itemizing what needed to be done . I received a notice of 100% approval from my warranty company (Old Republic) and was told by their secretary everything was covered . Upon arrival he stated he needed another $350 to put in access wall. When I told him I never received an itemized bid or heard anything about it he blamed it on lack of communication. When he was on the phone with my warranty company he told them that legally he couldn’t even put in an access point due to liability . This is about 45 min after he offered to do it for $350. After they left I called my warranty company and Mr Rooter was still trying to collect the full amount for repairs even though the work was not completed . There is no written documentation of cost and if he wasn’t able to legally put in an access wall after he wanted me to pay him more out of pocket to do so , how was he ever going to address the plumbing issue ? Looking at other reviews of this company it’s not the first time they have tried to take advantage . Offering to do work they are legally not able to do for an extra fee. I have put in a complaint with Old Republic and they have given me permission to find another company. They could have caused damage to my home if I would have let them proceed. Working for a company and then offering to personally provide services for an undocumented extra fee is not only wrong but illegal . I hope the owner of this company is able to read the numerous reviews and complaints online about his service techs .Initial Complaint
09/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
09/07/22 mr rooter came out and said my sewage line needed to be jetted to remove a clog. They said they would leave right then and get the equipment and be right back. So I signed the agreement for the work and they left. Not five minutes later I get a call that they have somewhere more important to be and will reschedule for 9/8/22. I said 9 am and the dispatcher said okay we will see you at 9. They showed up just before 8 am. I work and don’t get home until 8:30. They wouldn’t wait and left saint they will come back later that day. Finally received a call at 1:53 pm saying sorry we forgot to reschedule. I said no they said they will be back. I was told no. So a reschedule was set for 9/13. They show up and demanded payment before any work was completed. I’ve never seen that with a plumbing company or any other electrician and what not. I know now why. They ran the jet down the pipe for about 20 minutes and he said he did it for 30-45 minutes. Cameras don’t lie. My septic is full this day. It was not full the day they were supposed to come out. He said since it’s full I won’t be able to get the clog out. I just had it emptied right after they left and I’m still stuck with a clog because they “did the work”. Too many issues. I believe me rooter has some kind of scheme going on with AHS (American Home Shield). This whole not showing a detailed invoice shit is ridiculous. The vague “water line modification” ** they have going on is a total ripoff. Stay away from this company.Business response
10/28/2022
"We have already responded to the complaint thru the consumer portal, we do not answer to the BBB".Initial Complaint
08/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 20th, Mr. Rooter's Plumbing of Abilene sent a service technician (***** ******) to my home to locate and mark a sewage line. ***** stated he found the line in the yard and told me where he saw it. He stated that it came out of the side of the house and went straight back to the alley. When asked to mark it he said he could not. The next day when digging in the location where he told me the line was I found nothing after digging at least 6ft down. I decided to dig in another spot of the yard. and found that the line was at least 10-15ft from where he told me it was. I was charged $450 from the company for a service that was not done. I have been trying to talk to a manager for almost a month by just being told that they will call later and being sent straight to voicemail.Business response
09/09/2022
The lines were located we have pictures and a full report of the lines being marked. We provided the service and the homeowner signed the completed invoice.
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Customer Complaints Summary
7 total complaints in the last 3 years.
2 complaints closed in the last 12 months.