ComplaintsforChosen Rooter & Plumbing, Inc.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a brand new water heater in August 2023 for $2500 from Chosen Rooter and Plumbing. In November of 2023, it started having problems and no longer provided hot water. A technician from Chosen Rooter and Plumbing came to fix it and charged us $200 for his service. We asked for a replacement and they just said to give them a call if it happens again. In February of 2024, the same problem occurred. Again, a technician came out and again I asked for a replacement. The representative and technician said they needed to check with their service manager. Months pass and no replacement was made. In April of 2024, the same problem occurred. We had no hot water and the representative said that they will send a technician to "take a look at it." We again asked for a replacement and they said they will check with the service manager and call us back at 8 pm that evening. They never called us back. I called them and requested for a refund and the Chosen Rooter and Plumbing representative hung up on me. I am feeling completely scammed for spending $2700 on a "brand new" water heater that must have actually been used or damaged. Please help me find some resolution or compensation on this matter.

  

  Business response

  05/07/2024

  Hi ******,
  We Installed the water heater in August 2023. Recently Home owner reached out and said that it's not working. We went out to check, even though our warranty policy only 90 days. The water heater was not working properly at the time of the visit. Water heater is under the manufacture warranty for 6 years. We tried to help and contacted the manufacture for the replacement part. However, ****** called different plumbing company the next day and had her water heater replaced with brand new unit. What she did voided hew manufacture warrant. And now she wants a refund from us when we did not do anything wrong.
  
  Thank you
  

  
  

  Customer response

  05/11/2024

   
  Complaint: 21596865
  
  I am rejecting this response because:

  Chosen Rooter & Plumbing's message was not true.  We purchased a brand new water heater for $2500. And it malfunctioned three times in the past 7 months.  The company did not inform us that they would contact the manufacturer to have the parts replaced.  In fact, they did the opposite.  When we requested for a replacement in February, the representative said she would check with her manager.  She never called me back regarding a replacement.  Instead, they sent a technician to have it checked.  The technician charged us a $200 service fee and provided a temporary fix.  They did not tell us that they could or would contact the manufacturer for a replacement.  Two months later, the same problem occurred.  We spoke to the Chosen Rooter & Plumbing representative, *****, about the issue and she said she would speak to the manager and call us back by 8 pm.  That night, we did not receive any calls from them.  If we knew that there would be a possibility of a replacement from the manufacturer, we would have not gone to a different plumbing company to have the water heater replaced.  Three days later, I call Chosen Rooter to ask for a refund and a chance to speak with her manger and the same representative, *****, hung up on me.

  Please see the attached documents as proof of payment and a screenshot of my conversation with ****** the manager over Yelp, where he referred to this unfortunate incident as buying a "lemon."  ****** himself has never contacted me, except over ****.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Complete scammer and dishonest thief!!!There was as issue with our ejector pump, the alarm went off. He and his apprentice came out to take a look when he got here he said it looks new and was installed very well. He said it could be something clogging the fan, if not then it needed to be replaced. He said it might be a long time, most of the day, and if they had to take it apart and unclog the cost could be $1,525, but he'd let me know after an hour. From our window I heard him out in front near his van talking to his apprentice who said he flipped the electrical switch a few times and it started working again. The owner then said well take your time, I want to make my money. So an hour passed and they are done. The owner at that point moved his car down the street and the apprentice was settling up the bill he said it would be 1525 and I said for just an hour? He said we are professionals and don't charge by the hour. I said the owner said he'd come back to me after an hour to let me know an exact cost, but never did. He said well we did the job and that the owner was gone. I told him I heard the conversation, but he said that wasn't what was said, but I have videos in front that captured it all. Don't fall for this guy he is a scammer, he may do good work, but he's no upfront about his costs and isn't truthful.

  Customer response

  04/02/2024

   

  Hi,

   

  Id like to cancel this complaint. After showing the business the video they agreed they were dishonest and refunded half, its isnt as much as we thought was fair, but they wouldnt budge and they werent nice. I really dont want any retaliation from these people and fear they know where I live. 

   

  Thanks,

  Gehrig 

• Initial Complaint

  04/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 22nd 2022, the drain was clogged and my warranty company Fidelity Home Warranty assigned the job to Chosen Rooter and Plumbing. ****** the owner came to the property and told me that he couldn't unclog the drain and needed to use the Hydro Jet and it would cost $1150. He told me that I should pay him first and he would reimburse me once the warranty company send him the payment. On the same day the warranty company called me and told me they approved the job and we could use the hydro jet. I have contacted ****** and his company countless number of times in the past nine months trying to get the reimbursement. My warranty company told me that because the report ****** submitted indicated that there was nothing found in the drain therefore they couldn't process the payment. They only need ****** to correct the report. I have called ****** and his company many times, sent text messages in the past nine months and they refused to do anything to resolve the issue. If there was nothing found in the drain why did he charge me for the hydro jet. If he needed to use the hydro jet then he needs to let the warranty company know that so they can process the payment. I request Chosen Rooter and Plumbing to reimburse me the entire amount of $1150 plus interest asap.

  

  Business response

  04/21/2023

  I would like to address two points. First of Ms. **** did not hire us to begin with, her home warranty Fidelity hired us to deal with her plumbing issues which means we are responsible to follow policy and guidelines strictly by Fidelity. We submitted the report to a Hydro Jet service  in which it was denied by Fidelity because this is an ongoing problem which the customer refuses to solve. *************** wanted ** to give false information to Fidelity to forge the coverage in which we are not allowed to do nor would do.

  Customer response

  04/21/2023

   
  Complaint: 19887150
  
  I am rejecting this response because:

  The statements from the business are false.

  Last June, the drain clogged up and water back up to the light well. Nobody in the building was able to use the kitchen and bathroom. It was an emergency situation and not an ongoing issue. I contacted the Fidelity national warranty company and they send Chosen Rooter Plumbing to work on the problem. When they arrived, the owner ****** told me that they could not unclog it without using a hydro jet and asked me to pay for it first. He said he would reimburse me once the warranty company paid him. The warranty company gave permission to use the hydro jet on the same day. But the company only submitted $125 invoice to the warranty company so the warranty company told me that he needs to submit a correct report to state that the hydro jet was necessary to resolve the problem then they would reimburse the payment. After months of calling the business office, text the owner they finally submitted a report that failed to state there was anything in the drain such as grease or slug so the warranty company refused to reimburse the money because based on the report that the hydro jet was not necessary. Please see the attached text messages. Since they told me on the day of service the hydro jet must be used to unclog the drain they need to correct their report to state that to the warranty company. I didn't ask them to make any false statement but the truth. Either they lied to me on the day of service or they are not doing their job filing the correct report to get reimbursement from the warranty company. Since they got paid double for the job, from both me and the warranty company, they are not interested in resolved this issue. They are dishonest.

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

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