Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Like others here, I was deceived. They used their go to money make on me, claiming they can't unclog and recommend a much much more expensive alternative. I did a big project with them on 2023 with an honest technician to reline my sewer line. I asked for the exact same technician but he is no longer with the ********** a different technician came to my house to fix a backup kitchen drain on 12/24/2024. Claiming he can't unclog the drain with a small handheld snake. I asked if he has a longer snake, he said it is long enough.Recommend a $1625.00 descaling service to unclog a kitchen drain, I asked what about hydrojet. I was told it would cost the same. It appears I was deceived because it took 5 minute to get the job done when the descaling guy came. I have yet to receive a receipt for the service. The service included a camera inspection which did not happen. I contacted the technician twice and he still didn't come. At this point, I've been deceived and scammed. I've contacted the company 1 week ago via email though the company website and BBB. I gave them one week to reply and they did not. I have filed a credit card dispute because I did not receive a receipt, a camera inspection and an outrageous amount to unclog a kitchen sink. According to ****** The cost to ****** a kitchen sink in ***********, ********** can range from $100 to $600. Stop this unethical business practice.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Rooter heroes responded to my request to clean a clogged drain and hydrojet on 1/10/25. Within 30 minutes a salesman arrived in addition to the technician, and instead of cleaning the drain, they spent an hour showing me that I needed to line all of my sewer pipes with them for a cost of *****k. When I asked them to jet the line, they quoted $1865 and said the work could only be done with a trailer jet, but every other plumber I've used brings smaller jets to do the work. The salesman liked that they were not allowed to use other jets, but then when I woulnd't pay, he pulled out a smaller jet and said that he could do it for $1200, but he would not bill it as jetting. He jetted the line but did not flush it out with water to clean the debris and spend another hour lying that my pipes were broken and needed to be lined. Multiple plumbers have come to give estimates and confirmed that this person was lying. When I called the ops manager to complain, he defended the salesman and got nasty with me.

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Today we employed a company called Rooter Hero to come to our house because there was a strong smell in front that we thought was sewer gas. We thought that perhaps the line had to be cleared out. The gentleman that came out, looked over everything and told us that the problem was a gas leak, and that the gas was leaking under the front lawn and seeping up to the soil. He said that we had to replace all the lines and dig a trench through the garden and probably take up the sidewalk as well. He said that the cost of this would be $25,000, although our house is quite a small house. He drew up the contract and was pressuring my husband to sign it. Because he said it was a gas leak we thought that we better call PG&E and they came while he was still there, trying to get us to sign. PG&E said that there was a gas leak, but it was out in the street, was not big enough to cause danger, and that they would fix it for free. They checked our property carefully and said that there were no gas leaks whatsoever on our property and that none of our pipes needed to be changed or repaired at all. Luckily, we didn't sign anything. This company needs to be punished or shut down. I'm sure there are many other people, especially older people as we are, that they have tricked into paying large amounts of money for work nor needed. I hope you can help.

• 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.

*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. ↩