Complaints

• Initial Complaint

  12/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Sewer issue on November 3rd was told we needed to replace sewer clean out at house $5,000. Then they said they would run a camera down the sewer line and take pictures and videos. We would receive these pictures and videos. They found other issues at the cost of $18,000. Negotiated to $16,000 then they broke our water main did repair at no cost to us. Then they touched sewer line that belongs to the county. So they needed to reduce the price down to $12,001. Was told they had a paver person to put pavers back in. They finished work on November 7th and wanted payment person doing pavers did them wrong was to come back on November 9th. Never came by never received pictures or videos called 5 times. Finally we hired a professional pavers person for proper repair at $300. We would like company to reimburse us the $300 and have no further contact with them

• Initial Complaint

  11/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On March 22, 2024, I reached out to Rooter Hero Plumbing hoping to get a drain unclogged. After talking to an employee about the issue, he asked to check under the house to check the condition of the pipes. Upon inspection, he noticed moisture and suggested that I get a full pipe replacement and that he'd call a supervisor to the site. I agreed that there was possibly a leak because the ground under the house was wet but I was not sure of how severe the problem was. The job was priced at $20,837.The next day a crew came in started on the project for the next 3 days, March *****. On the final day, a city inspector came to verify that the job was done correctly and issue a permit with city of **********. I was at work at the time but had family members at the house at the time. I was not provided with a ********** months later, I noticed a strange smell from under the house and realized that there is a leak again. The pipe replacement has a 10yr warranty. On October 26, 2024 a crew was suppose to come and correct the issue. Two guys showed up around noon but left saying they had to work at another site instead. They sent a single worker(*****) who showed up around 1pm and spent about 5 hours under the house but left without finishing the job. He told his boss he did his tasks and was done for the day but told us that he'd be right back and that he had to buy something.Two days later, the work resumed and ended late Oct.30th. During those days, the crew showed up late in the day, siting that they were at other sites etc. In the meantime, I was curious about the permit. When I looked it up, I saw that the valuation of the job was priced at $4,000. This makes me question whether the $20,837 price tag was necessary. What it says on the permit versus what the cost of project that I paid doesn't add up. For $20,837 I should not have had any mistakes with the pipe replacement. Why is there such a huge difference in price between my cost and was shown on the permit?

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  oct. 10th 2024 over paid and did not see what i paid for which includes plumber wages and materials., but $4744.34 for a little over 5 hours seems excessive and my 78 year old ex-wife and myself almost 75 have lost sleep over it. the plumber did unnecessary work by fixing a small leak and did not tell me the leak came from the pipes that went to the shower faucet that needed replacing. he decided to show me a flood under house and i believed him, from ground that was discoloration but later found out it was dry and a lie to cause panic . he also pointed out a sewer pipe that need replacing cause of a small leak and i said sure which he should have cut the pipe and fix it with glue and couplings, which i thought he knew but decided to go to the toilet which was working just fine...apparently the plumber needs to take advantage of the situation and stick it to us. first picture shows the red and blue lines going to the shower head and red blue line was unnecessary leak line that he should have known , also duct was up before he got there cause are heater worked last year. we would like the invoice to be a legitimate price for work we thought he did not what he decided he'd do. i looked into company afterwards and their reviews were taken down but found they've had some class action suits. caulking doesn't hold shower head still and plumber decided what to get rather than let us decide and my ex likes her water adjusted rather than one pressure..cheap company and a rip off to boot

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used Rooter Hero on 8/23/24 to clear a clogged drain, and they claimed to have a 30-day warranty. The same drain became clogged on 9/11/24, so I called. Today is 9/13/24, and for 3 days, I called every day and was told someone would come out. They would advise of a 2-hour window, and then that window would expire with no visit so that I would call again. I called this company six times and finally had to cancel and go to another company for service. I want a refund, if not half, for not following through on their service and work done.

  Business response

  10/11/2024

  Hello Ms. Mckendrick
  

  im so sorry for the lack of communication rest assured I’ve forward your complaint over to our CARE department and they will reach out to you as soon as possible. 
  

  Thank you, 

  Customer response

  10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22283675, and will wait for contact from the company.
  
  Sincerely,
  
  Jennifer Mckendrick

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Over charged for financing. Company won't call me back to fix the billing duscrepancy

  Business response

  09/20/2024

  Good morning, 

   

  Ms. ******** was called the following morning 9/6 by our compliance officer and he listened to her grievances with RH. She was very disappointed with communication and lack of call backs. Second grievance was valuation of the permit. Once I explained what it actually meant, she understood and said we did not need to speak with her daughter and issues were resolved.

  Thank you, 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a service done ********** hero heating and Air license number is *******. I have called them multiple times since August 9th. For my credit as I had warranty on my A. C they sent me an invoice for $625. When I called my warranty company, they said they had not received any claims yet. So I called them on August 9th to check on that and. They were going to send the technician a message to break that invoice down for me so that I can get my credit back. That&#**;s the only reason I have called them 5 times and I have not been able to get ahold of anybody. **************** says there is no number to that company. All they are able to do is send an email. Asking for that breakdown again. I have called since August 9th. And they still have not been able to call me back. I called again this morning. And that&#**;s when the customer service *** said that there was not much they can do I asked if they had a pricing so that I can at least have an idea of what the credit amount would be for my parts through my warranty company and Was shocked to find out that they don&#**;t have set prices for these parts that the technician is able to price.

  Business response

  08/30/2024

  I am sorry to read about your experience, we value your experience. I want to reach out to you and get this resolved for you I was able to forward this complaint over to upper management and will be reaching out to you as soon as possible.

   

  Thank you, 

  Lizette 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi BBB,On May 15th, I called Rooter Hero for a late night repair since one of the faucets (hot water) in the tub was leaking and overflowing. The technician who came in said that it needed new cartridge. I already had the new cartridges , I provided and the , the technician charged $495 for his work and because I had proved the new cartridges ,he lowered it to $428. This is exorbitant amount just to replace cartridges in the faucet..Being late in the night, I was unsure about this and hastily payed this amount. Immediately after the tech left, the faucet started dripping again and so I had to call Rooter Hero the next day,a couple of times,but then a family emergency came up and I had to cancel them. The dripping and leakage was getting worse and worse. Since we had an emergency at home, we could not get to it.After sometime the leakage started flowing and so we called Rooter and as a recall another tech came over and instead of fixing it made it worse, the tech did not know what to do, he just sat on the tub and kept staring at the faucets and made a phone call and just kept fiddling with the cartridges and he made it worse, now there is no water coming from the hot water faucet and he also made the other faucet (cold) that was ok earlier, now the cold faucet is dripping and the other hot faucet that needed to be fixed ,has no water coming out .He also wanted to make a hole in the wall, The tech finally left then saying that the previous tech had not done his work properly and so right now he was unable to do it, This has never happened before. We just want to be refunded so that we could get this work done with different plumber service. Very stressful and extremely upsetting and frustrating.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  House had no water supply inside, and water was leaking in the front yard. We contacted the ************* and they came and shut off the water. I called other companies, and Rooter Hero said they could come between 3 pm and 5 pm the same day. A technician named ****** arrived in a truck and quoted $450 to detect the leak. Since we already knew it was a water main leak due to the lack of water supply, I agreed to the price in the emergency situation.****** only had a shovel and a small handheld hammer, and he wasn't adequately prepared with proper tools. He didn't even have a water meter key wrench to open the water supply since it was shut off. He struggled to cut through roots and only managed to dig a small hole of 1-15 ft in an hour. He then said he wouldn't dig any further because water was coming from under the driveway.While he was doing this, he was talking to his supervisor, *************************, with AirPods. It seemed like **** told him to stop digging if water was coming from under the driveway. ****** stopped and spoke to **** over the phone. He then said that the water leak was under the driveway, a huge problem that couldn't be fixed without running a new line, which would cost $14K to $15K.I told him they were supposed to find where the leak was or where the pipe was broken. He kept insisting I sign a contract, saying they could restore water to my home temporarily the next day if I signed that day. He tried to make it sound urgent, but I said I would decide the next day.Next day, I called a few other plumbers, who advised against working with Rooter Hero. They had similar experiences in ****** and were even on the news. I received estimates ranging from $3.5K to $6K to repair the pipe and $8K for a new line with trenchless option My landscaper came and found that the pipe was broken next to the driveway and fixed it for $650. Rooter Hero didn't do their job for the $450 leak detection fee. I would like a refund as they didn't do the job at all.

  Business response

  06/13/2024

  I am very sorry to read about your service and what you dealt with. I located your file in our system, and I will get upper management involved to have this addressed right away.

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So far I have called them 7 times on March 6,2024 and I am sure I will be calling them again.They came out last night and failed to clear my toilet when that was the problem.I am dealing with a medical issue that is very serious and I can't get them to come and address the problem.I just want people to know who they are dealing with!

  Business response

  04/18/2024

  Good morning, 

  I am very sorry to read about your service and what you dealt with. I located you're file in our system and I will get upper management involved to have this addressed right away.  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got FLEECED by Rooter Hero. We called them in a hurry after doing a ****** search to get our drain pipe unclogged since our washing machine wasn't working and thought it may be a clog in the pipe. He mentioned it would be a part of the $77 special and the guy tried to with his machine for 3 minutes and said he couldn't get through. He said he would come back tomorrow with his boss and a camera so he could see through. They come back and then tell us its going to be $2600 with the camera and that they would need to replace the pipe directly under our machine. After replacing it, they said they still couldn't go through, and there was corrosion blocking it. They then said it would be another 2500 for a crew to come and grind through the corrosion. They then say our pipes are "old" and say they want another 8k to plaster them to make them good as new. We decline that service because In the camera footage, we saw nothing wrong with our pipes. They then "run water" and say the drain is clear and we are good to go. They then leave and the washing machine still isn't draining through the pipe when it works going into a bucket. They come back and blame the washer which is 1 day old and said the pipes are good. Nothing is still working and they completely misdiagnosed the problem and left without fixing it.

  Business response

  04/08/2024

  Dear BBB, 
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We will do everything we can to resolve the issue as quickly as possible.
  If you have any further questions or concerns, please do not hesitate to contact us.
  Sincerely,
  Rooter Hero Plumbing

*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. ↩