ComplaintsforMr. Rooter Plumbing of Kamloops

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had one of their *****Rooter plumbers come here from the Kamloops office. He was here for about 10 minutes, and ran the tap flush the toilet and ran the other tap in my bathtub for about 5 minutes, did not bring any tools or use any tools on anything. Did not fix the issue, or try to fix the issue. And was charged $287.70. I ended up having to fix it myself because I didn't want family coming over with my house stinking

  Business response

  19/01/2024

  Upon booking the call, the customer was made aware of the weekend dispatch fee and the diagnostic fee upon arrival.  *** service technician was there for 30 minutes and determined that in order to locate where the smell is coming from, he would have to do a smoke test. We do not feel we have ripped the customer off in any way as we do have the customer sign upon agreeing to the work.

  Customer response

  19/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: nothing was done not even a diagnosis.
  
  Sincerely,
  
  *********************

  Business response

  19/01/2024

  The Service technician inspected the bathroom fixtures when he was there.  He also recommended resetting the toilet, which the customer did not want to proceed with.  The customer does not believe the issue came from the toilet so so he refused the option. The service technician went over possible causes that would make the odor.  We offered to perform a smoke test which would 100% solve the issue, but the customer did not want to pay the charges. Essentially the customer was getting knowledge of his plumbing system and how it worked. 

  Customer response

  19/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  19/01/2024

  I put in a brand new toilet and seal not even 4 months ago when I put a new flooring. It had nothing to do with the toilet, it was the vent on ******* I had to unclog, that was why I called you and spent $300 was for you to fix it. I pay you $300 and you do nothing and I still have to fix it. You have to really question your business here. You just sent someone over here and they did absolutely nothing for about 5 or 10 minutes, all he did was run a bit of water, and didn't diagnose or fix anything, or even try to. What kind of business are you running here. All I was told was it's going to cost $78 because it was a weekend call, nothing to do with charging me $287 and not fix the issue or even diagnose it. 

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 16th I called Mr. Rooter for an assessment of my mom’s house that was damaged in the flood. They quoted $829.00 for the assessment and came out on May 18th. Instead of sending a quote, they arrived on May 19th, installed an electric Hot water tank, (instead of replacing the gas one), fixed the water pipes and installed the furnace. They found two leaks, the sewer drain and the bathtub and left without fixing them. She called the office twice to ask if she could use the water and the call was never returned. On May 20th, I arrived and found that they billed her $3676.00 for the Hot Water tank plus the electrician $936.00. The Furnace was $6865.95 plus another $2000.00 for the Sheetmetal work. They insisted that she pay in full, even though the work was not completed. They also sent an invoice for $6236.64 for a new bathroom that she didn’t ask for. The sewer drain leaked into the basement causing the foundation to slip ½ inch. On May 24th the sheet metal person arrived and advised that the furnace was not installed correctly. There was no drain, cold air return, vent, not level and not positioned correctly. ****** was also found that they didn’t purge the line, so the stove didn’t work. We were charged $339.00 for a permit, but they called it a gas inspection. ********* ****** ** advised that they didn’t have a valid permit and we were given a Stop Work Order. An Inspection took place and everything failed. On June 1st we spoke with Kalen, owner of Mr. Rooter and asked for a detailed invoice and to address all the issues and they have refused to do so. As they refuse to provide an invoice we have calculated an amount for the work done and asked for a refund of $6825.35. They have offered $2339.00. We have made several attempts to resolve this to no avail. Attached are documents outlining the issues, code violations, inspection report, photos, invoices and the conversation we had with Kalen. **** *** * ****** ** **** *** **** **** ********* ** *** **********

  Business response

  21/06/2022

  Please note: this house was damaged in the environmental floods and we are not responsible for existing conditions.

  We arrived onsite ready to install what the customer had requested. Upon approval and signatures, we proceeded with work requested. It was discussed on the extra fees for either installing an electric water heater, or replacing the gas fixture. Many upgrades would have been required for both. It was mutually agreed upon to choose the electric. It was agreed upon that the homeowner would pay the other contractors directly.

  
  Regarding the leaks that were found: We did not have the time allotted or parts for repairs. We are not responsible for foundation issues caused from existing leaks in a home.

  
  The furnace installation was not complete when the sheet metal installer came, hence it did not pass of course.

  
  Our gas inspection fee is our company fee to inspect the gas lines; this had nothing to do with permitting.

  
  The stop work order was a simple misunderstanding on payment of the permit. The permit was in fact pulled, but payment processing though the technical safety account portal did not process payment, which rendered the permit inactive temporarily. we have the document showing the date the permit was requested. 

  
  We reserve the right to invoice as we choose. Our invoicing has always been and remains being billed on a per task basis, and not on an hourly basis. All invoicing was estimated in this format and approved prior to starting work.
  
  We have also made several attempts to resolve this situation, including refunding a large portion. The homeowners have declined every offer we have put out. They have now said they will be taking legal action, so communications have ceased. 

  
  We are highly offended to be accused of taking advantage of a senior. We have never done this and we work with many seniors in our communities.

  Customer response

  28/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  There was damage to due to overland flooding in November which resulted in having to replace the hot water tank, furnace and some repair of the foundation.
  
  The only information we received about pricing was on May 18th when Mr. G**** sent a text message advising the furnace would be $6550.00, with no mention of additional sheet metal work. There was absolutely no reason to install an electric tank as all the fixture and vents were in place for a gas replacement and there was no damage to the chimney or the gas fitting as the flood water did not go that high. They also failed to follow **** ************. ***** ******** *** ******** ****** ******* ** ** ********. This must be done with either a liner or a 26 single wall pipe. 
  
  It was your responsibility to fix the sewer and water leaks the same day or advise the homeowner NOT to use the water until such time as they could be repaired.  In fact, you called on May 20th to ask if the hot water was working, then again send two follow up messages to make sure it was. At no time did you say that the leaks were not fixed and to not use the water. We are not asking for any monies for the damaged foundation but want to make you aware that your negligence caused more damage. You are responsible for damage caused if you take monies for repairs and neglect to fix them and not tell the homeowner.
  
  The sheet metal installer had to undo the work that your company did because you did not put in a cold air return, vent, drain, it wasn’t level, positioned correctly for the vents, or have enough clearance for the pipes going outside.  On May 31st Mr. G**** advised that the furnace did in fact pass inspection and even gave us the name and phone number of the person who passed it. We know this is false as the furnace failed on May 25th when the inspector came. 

  
  On May 24th, you advised that the $339.00 gas inspection fee was for the permit, and it was a wording error, which you confirmed again on May 31st. You stated that the permit was $250.00 when in fact it was only $125.00, with the additional amount being for the inspection. We have confirmed with ********* ****** ** the inspection is included in the cost of the permit. We have also confirmed that you are NOT licensed to perform gas inspections and did not have a valid permit. Only licensed safety officers through ********* ****** ** are permitted to do so. During our conversation you blamed this on your “office girl” not processing the payment and now it is the website’s fault. You were never to start any work until the permit was paid for, which wasn’t completed until May 27th. You also agreed to refund the permit fee both verbally and in writing, which you are now calling a gas inspection fee.
  The Stop Work order was not due permit issues, but due to a Hazard Elimination report submitted to ********* ****** **. The identified hazards and safety issues were that a gas furnace and an electric hot water tank were installed in a wet zone. It is very clear what the requirements are for installing and maintaining a safe work environment.  You yourself said the environment was a “wet mucky mess”. 

  
  As a consumer we have the right to ask for a detailed invoice showing the work and pricing. You provided one for the assessment and a bathroom renovation that we didn’t ask for, so why will you not provide one for the Furnace and Hot Water Tank?

  
  We want to resolve this so that we can move forward and complete the work. You first offered to refund the permit in the amount of $339.00 and your second offer was to give a deposit to another contractor in the amount of $2000.00, to do what we are not sure. We still must pay out of pocket for the sheet metal work and installation for the furnace. We paid almost $5000.00 for an electric hot water tank, when a gas furnace should have been installed. It was always our intention to pay for the work done, ******* *** ****** **** ********* ** * ****** ** * ********** ******** ** ********* *** ***** *** ********** *********** *****. We will pay the amount of $4546.29, with the balance of $6825.35 being returned.
  

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

  Business response

  13/07/2022

  We disagree with many of the points that have been raised.  We were unable to complete the job as we were not allowed on site.

  Customer response

  20/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  ********* ****** ** placed a stop work order until the foundation could be repaired and the water removed from the basement. The foundation and water issues have now been resolved and the stop work order has been rescinded. Due to the numerous code violations* *** ****** ******** ** *** ******** ********* ** ** *** **** ********** **** *** ****** **** ******** *** *** ** * **** ************ *******

  *** ****** *** ******** **** *** ****** **** **** ******* ****** ******* *** **** ******* **** **** **** ************* **** *** ****** ***** *** ****** ************* 

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

  Customer response

  22/07/2022

  Good morning *****

  Now that the foundation has been repaired and the stop work order lifted, we are proceeding with quotes to correct and finish the job. We will be asking for a refund in the difference between what the job should have cost and what Mr. R***** charged. As soon as we have those quotes I will forward to you.

   

  Thank you

  ****** ************

  Customer response

  20/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: 

   

  Please find attached the quotes, along with what we paid and the refund. If you would like this in a different format please let me know.

  
  

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

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