ComplaintsforElite Rooter Ventura County

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had to have inbound and outbound plumbing of our house replaced. The project cost $20,000.00 roughly. The job was left unfinished. Eliterooter will not respond to contacting attempts through phone calls and emails. Worried of the work they did my wife and I had a separate professional plumber come out to look over what they had done. The plumber said they did a terrible job using parts and bits they shouldn't and that the work was not up to city code. We can't even water our yards because they cut out old faucets and never put in the new ones. The old faucets were just left in the walls disconnected and can even be pulled out of the wall. We were also told they would need to cut into our drywall but would fix and patch all the holes made but never did.

  Business response

  08/02/2024

  Thank you for reaching out. Please be assured that our management team is developing a solution and will communicate with you as soon as possible.
  

  Customer response

  08/05/2024

  
  
  Complaint: 22009415
  
  I am rejecting this response because:
  Eliterooter sent an email stating that all work was finished but that is far from true and a $20,000.00 job is still left unfinished. They have not returned to finish work and to replace all work that is not up to code. We still have holes in our drywall from their work that still need to be patched as they said would be done. Our front and back yards are now dead because Eliterooter cut out old faucets ets and never replaced them leaving us no way to hook up hase to water our yards. They also never hooked our second bathroom up to the "new plumbing so that if water was ran it would all drain under the house. Over all very poor and unacceptable work.
  Regards,
  
  M****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business response

  08/09/2024

  We are working on a resolution with the customer. We are currently corresponding via email.

  Customer response

  08/09/2024

  Eliterooter is now finally responding and we will try to work out an agreeable resolution. I will provide them with any information they need.If it is felt that Eliterooter is not properly handling the situation and/or trying to take advantage of my Family will inform the BBB of it. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2024 I contacted Elite for a leaking toilet. The Plummer came out said that the toilet needed some part(I am not a Plummer) which he did not have but he went to Home Depot (I think to get the part). We paid 175.00 for the service. He then replaced the affected part but the water was still leaking. He said we would need a new toilet. We asked how much this would cost and he called his manager on the phone. After the conversation with manager, he said it would cost $700.00 for a new toilet. We could not afford it. So, he said every time you flush the toilet it is going to leak. He left with a rag to catch the water under the toilet. We were going to not use the toilet (we have one in our guest bathroom) to prevent the water leak. Unfortunately, this did not work. Water was leaking even though we were not using the toilet. Frantically we called another Plummer. This Plummer took one look in the toilet and said Well this is the problem the part was installed upside down. He took pictures and corrected the problem. I called Elite and l told them this. I told someone would get back with me. Waited a couple of days did not hear back so contacted Elite again retold the story and the rep ask what would you like to see done? I replied with some type of compensation. She says a refund. Answer yes. She promises that someone would call back. no phone call or any response. Still waiting to hear from Elite.

  Business response

  06/20/2024

  Hello. Our technician did complete the repair, performing the labor and using the necessary materials. We also want to assure you that your repair was covered under warranty. If you experienced any further issues after the initial service, you could have contacted us and we would have happily returned to resolve the problem free of charge.

  Customer response

  06/28/2024

  
  Complaint: 21849442
  
  I am rejecting this response because:

  I never got an email to respond to has this problem been resolved. I only received this one. To date this has not been resolved. I have heard nothing from the company although they promise that it would be escalated. 
  
  Regards,
  
  G***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  07/03/2024

  We stand on our previous statement. Should you wish to discuss this matter further, please contact our office.
  
  
  
  
  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Amount in dispute: $22,850 Service: Plumbing at Goleta residence Date: 12/13/23 Sales Rep: Unknown name Issue: Service price was not clear. The Invoice Breakdown (75374768) paper handed to Patrick was for $1,238. Patrick believed he paid that amount. I have a copy of 1 paid check for $850 from Wells Fargo. I can locate the 2nd check from PacWest. The Plumbing Rep had Patrick sign an iPad tablet, which turned out to be a NEW credit card with Synchrony Bank with a balance of $22,850. He did not understand this. Patrick was alone in the house (which he does not own; his wife owns the property). He was 77, on an oxygen machine, with 2 terminal illnesses (pulmonary fibrosis and prostate cancer). His vision was not 20x20; he had macular degeneration. English was his 3rd language, after French and Spanish. Later in December, he was admitted to the hospital for heart issues, and from then NEVER returned to the Goleta house. From hospitals, he went into Hospice and passed away on 4/27/24. Complaint description Briefly state what you would consider a reasonable resolution from the company The Elite Rooter business assumes the $22,850 as a sunk cost as a result of senior fraud.

  Business response

  05/28/2024

  We would like to express our sincere condolences on Patrick's passing. We would also like to thank you for bringing this matter to our attention. While Elite Rooter takes great pride in providing all customers with excellent customer service, this is especially true of our senior citizen customers. After looking into this specific job, we were able to locate all necessary documentation including signatures accepting work, and signatures confirming work was performed to our customer's satisfaction. When a customer pays through financing as Patrick chose to, additional documentation is required confirming job totals and customer satisfaction. 
  
  We would be happy to discuss this matter further. Please reach out to our office at (805) 399-2100

  Customer response

  06/05/2024

  
  
  Complaint: 21741781
  
  I am rejecting this response for 4 key reasons:

  1. My Dad did not understand that the plumbing the bill was $22K. He thought it was for the amounts that he wrote the check for.  He did not understand because a) his brain wasn't getting sufficient oxygen from the pulmonary fibrosis (and diabetes), and b) English was his 3rd language.

  2. The plumbing contract could not be made with my Dad because he's not the owner and the owner was not present.

  3. The plumbing project was not completed. Weeks later, my step-sister found the basement floor flooded.

  4. My dad did not understand he was signing up for a credit card.
  
  Regards,
  
  K**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  06/10/2024

  Following up on our previous correspondence regarding this matter, we would be happy to further discuss it with you at your convenience. Please feel free to contact our office at (805) 399-2100 to arrange a suitable time.

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a warranty on our drain line under house till 9/2024. We have a belly that developed under the kitchen area 12 ft. Company came out and said it wasn’t replaced by them because the receipt didn’t specifically state kitchen. We have pictures of there employee and the new drain under the kitchen side of house. Also the receipt stated 2 charges one charge was a drain replaced from the footer to the back to back bathrooms 60 ft. The 2nd was the bathroom area. The cast iron was replaced with a new pipe confirmed by camera. I called another contractor to camera and he stated it was replaced and common sense would tell them 60 ft of line had to include the kitchen. He said they didn’t do a good job but the entire line was replaced and I should contact registrar of contractors. We are getting the run around between corporate and the camera employee Henry. They will not honor there warranty

  Business response

  04/15/2024

  The current request is not within our original scope of work. However, we are sending the field supervisor to the clients home to further inspect these claims (whom they specifically requested). Because the field supervisor no longer works in the area, it is taking a bit linger to get him to the property. However, the customers stated that they are willing to wait a bit longer to get the field supervisor to the property. 

  Customer response

  04/16/2024

  
  
  Complaint: 21537536
  
  I am rejecting this response because:

  Awaiting inspection by the field supervisor.
  
  Regards,
  
  P**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  04/18/2024

  Supervisor inspection pending. 

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid Elite Rooter to replace our entire sewer mainline in 2018, which is still under warranty. We recently had a camera inspection done and found that the main line sewer they installed has a 10’ bowed section with standing water. In addition, we discovered they didn't replace the entire line and they left us with a section of the old orange Berg plumbing connecting to the city main, even though we paid for the entire replacement. I've left several messages for Alice (the operations manager) and I sent her videos showing the issues. She has not answered my calls or gotten back to me regarding these warranty issues and so far seems to be ignoring their warranty obligation.

  Business response

  04/03/2024

  We replaced the water line up to the property line, as documented in the invoice. Any remaining unreplaced sections would be located within the alley (outside the property line). We have replied to one email and one phone call made to Alice regarding this matter. On that same call, the customer hung up on Alice, and we have no record of further attempts at contact. To assess the claim of a water accumulation, a technician would need to conduct an on-site inspection.

  Customer response

  04/03/2024

  
  
  Complaint: 21516253
  
  I am rejecting this response because:

  I sent over the video inspection to Alice on 3/26 and have had no response. Please see the attachment for a copy of the email that was sent to her. I called her the same day, and again on 3/28. Her voicemail was full but it allowed me to send my number via SMS, which I did twice. No callback. I then called the main office line on 3/28 and spoke to a woman about the issues and she assured me that Alice would receive the voicemail and call me back. That still hasn't happened, and now they're claiming they never heard from me. 

  As far as the mainline in the sewer goes, I hired a licensed contractor to complete the work because I am not a plumber. I was told the bid was for my entire MAIN LINE and nothing that I am responsible for would remain, but that is untrue because the line going into the alley belongs to us and is part of our main line! We would have never left a section of the old line we are responsible for! Elite Rooter sold us the job as it was our complete line and we would NOT have any of our main line left! 

  They have videos proving there is standing water in the line and they've made zero attempts prior to today to reach out to me. I received a message from Ashely today and I just called her back as soon as I could, but she didn't answer. I look forward to hearing from someone tomorrow. 

  I do not want the same dishonest technicians out here, but I do expect the warranty issues to be resolved. 

  Regards,
  
  J**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  04/04/2024

  We received a call from past business hours. We will attempt to reach out again to organize the camera inspection.

  Customer response

  04/08/2024

  
  
  Complaint: 21516253
  
  I am rejecting this response because: I left one message after hours and have left several messages during business hours (calling every day since), and STILL no call back to schedule an inspection. I even spoke to the call center AGAIN this morning, and was informed (AGAIN) they would pass the message to management. That is the standard script every time I talk to the main number. Also, still no response to the email sent to Alice. 
  

  Wed - I left return message after hours

  thurs - I LM during business hours

  friday - I LM during business hours 

  Monday (today) - I LM and talked to call center 

  I also found out that the AZROC REVOKED their license (ROC 316232) last month! Perhaps this explains why they are igoring their warranty obligation! Maybe they just don’t care anymore since they’re no longer licensed in the AZ. There is even a current news article that was written about them. 
  

  They have not made a sincere effort to honor their warranty, and worse yet, continue to respond to the BBB with flase infomation. 
  
  Regards,
  
  J**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This happens 2/5/2024 . Elite Rooter plumbing came out to give me free estimate Of 17000 , to replace the sewer pipes , but they said they were coming back the next day never show up and never started the job but they charge the full amount so now owe them 17000 for nothing they did

  Business response

  02/19/2024

  This customer is being fully refunded via their financing method. Once the refund clears through financing, the customer would be clear of owing anything to the finance company.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Elite Rooter came to the house and heard our situation, that there was some water backed up, they told him BEFORE snaking that it would be $269.00, not the $69 advertised on their website. He said they would need to dig in the front yard and it was now $8,767.95. He told my husband we could finance it with a 15 year loan, with a 14.9 percent interest rate. They dug up both sides of the yard and could not find the line. The next day they said the problem was really in the basement. We were not getting clear answers to our questions. At this point I got financing through my bank and told them I was approved and the money was coming. We felt harassed. We got several phone calls from both Brooks and Connor saying we had to take the 15 year loan. They threatened to put a lien on the house. We showed a picture of the jack hammering in our basement to another contractor and he said it’s the worst job he’s ever seen. Our final meeting was supposed to be at 4:30 and he didn’t show up until almost 7pm. Brooks was very argumentative and was still not answering questions. I was asked by Brook to sign a blank page on his iPad. I asked what I was signing. I was lied to and told it was that the job was done. We did not get a final walk through of what work was done, we did not get an explanation of what work was done, we are not satisfied with the work that was done!! They broke our gate and said they would fix it, they didn’t. They pulled out a large bush that they said they would put back in, they didn’t. We question if they really did any work or they just made something up to make money. After paying in full I was told they would email the pics and video. Several days went by and I called and left a message, no response. I called Connor- no response. It took 3 weeks to get pics and we still have not received a video.

  Business response

  02/28/2024

  In response to this message. We have record that the client signed for this work to be performed on their home. Financing options are presented on bigger jobs to give the client the option to complete the work needed on their home, which the client can accept or deny. Per our records the issue that we were hired to fix has been fixed. You do have a 25 year warranty on the work performed. If you are experiencing the same issue again within that time frame, please feel free to reach out to our office. 

  Business response

  02/28/2024

  Date Sent: 2/28/2024 2:14:21 PM
  

  In response to this message. We have record that the client signed for this work to be performed on their home. Financing options are presented on bigger jobs to give the client the option to complete the work needed on their home, which the client can accept or deny. Per our records the issue that we were hired to fix has been fixed. You do have a 25 year warranty on the work performed. If you are experiencing the same issue again within that time frame, please feel free to reach out to our office. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dion who works for this company quoted me $1,800 to clear my drain in my side yard. I said I do not have $1,800 so we agreed on $1,400. I gave him $1000 in cash and I said to put $400 on my credit card to pay the rest. Never got any paperwork or a receipt for my $1,000 given to him in cash. They proceed to tear up my side yard with a jack hammer to break up all the concrete while I was out of town on top of leaving cigarettes everywhere. Got a charge for $6,000 on my credit card and stating that I owe him a total of $14,000. Complete scam. Wouldn't get off my property after I called him and asked him to leave. Threatens me with a text message saying he will put a "lean" on my house when he can't even spell lien correctly. I had to call the cops to have him removed off my property. The company sent me paperwork after they charged my credit card which I have never seen before nor did I sign. Also sent me a cancelation policy a day after it was expired which I had also never seen before. Called my retired plumber who got the job done in 2 hours and cleared my drain without having to destroy anything and charged me $650. He told me what this company did was a complete scam and are known for doing this to people. I have called the company yet no one has called me back. I keep getting a lady named Ashley who says she is only the dispatcher and will have someone call me back which never happens. I can't stress enough about how awful this company is and how they should not be in business.

  Business response

  12/22/2023

  We have contacted the costumer and are addressing and rectifying the issue. 
  
  
  

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July of 2023, we contracted Elite Rooter to solve a sewage overflow at our home. They diagnosed the problem and said it was because of our old cast iron pipes that were deteriorated. They quoted us $18,000 to do a trenchless pipe burst to solve the problem. We got a loan from Synchrony to do the job. The company dug under our bathroom and attempted to do the pipe burst but had issues. They punched a 12"x12" hole in my shower to try and get the pipe through, but it still didn't work. They also damaged my walls in the pipe burst. Finally, they decided not to do the pipe burst and to install a pipe liner instead. However, I never saw photos or proof of the liner. A month later, the toilet stopped flushing properly. It now takes multiple flushes even to get toilet paper down. And now I have to replace not just the floor as expected, but all of the tile in my shower because of the unnecessary hole they put in it. I asked the company for the following: 1. A detailed, itemized receipt of all of the actual work that was done at my property. 2. A check to compensate me for damages to my property done in the failed pipe burst. 3. Photos of the finished work where I can see the new liner in my pipe. 4. A copy of my warranty for the liner that was installed. I have reached out via phone and email four times each. Each time I call, the secretary tells me to send an email to management. Each time, no one responds.

  Business response

  11/30/2023

  To whom it may concern, 
  
  We have contacted the customer and sent out a technician on November 29th to diagnose any further plumbing issues. 

  Customer response

  12/01/2023

  
  Complaint: 20924822
  
  I am rejecting this response because:
  
  The technician arrived and did not resolve the plumbing issue. I never received further contact about the warranty or financial compensation that I requested.

  
  Regards,
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  12/08/2023

  We have provided this customer with all that she is asking aside from a refund. As the work was completed and no refund is due. We have records to show all times invoices which also outlines the warranty in the scope of work section. They have been emailed, 07/26/2023, 07/27/2023, 08/24/2023, 09/07/2023. Additionally, the customer wanted an itemized breakdown, which was emailed on 08/24/2023. She then was sent a plumbers report on 09/07/2023. We have also sent out technicians to address any concerns from the customer. With the first time being 08/11/2023 (set toilet) , 09/08/2023 ( Pick up debris/pipe), and most recently 11/29/2023 ( toilet not flushing.) On this last claim, our technician found nothing wrong. At this time, there is nothing to be addressed or refunded. 

  Customer response

  12/12/2023

  
  
  Complaint: 20924822
  
  I am rejecting this response because:

  - the invoices the business claims they provided to me were for the pipe burst they did not perform, not the liner that was ultimately installed

  - therefore the “warranty” is for the non-existent pipe burst, not the liner

  - the “itemized breakdown” was for the nonexistent pipe burst, not the liner

  - the company severely damaged my shower and walls in my house, which cost thousands to repair. The most recent technician (11/29) documented this damage and said someone would contact me about it. No one contacted me.
  
  Regards,
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  11/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 4, 2022, the main cast iron sewer line at the front of our house broke. We contacted Elite Rooter, who came out and capped the line at the kitchen, re-routed the piping outside the house, and installed a Liberty Pump Grinder. However, on November 13, 2023, the pump stopped working. Elite Rooter returned to investigate and determined that the pump they had installed was too small for our needs. They informed us that we would need to purchase a larger pump and pay for the labor to install it. We were given the option to purchase the pump ourselves or have Elite Rooter procure it for us, but they advised that it would be significantly cheaper if we purchased it ourselves. Because of Elite Rooter's expertise, we believe that the error in pump selection is their responsibility. We are willing to pay the difference in cost between the smaller pump and the one that should have been installed initially. However, we do not feel that we should be charged for labor costs associated with correcting their mistake. Therefore, we will not be utilizing Elite Rooter for the pump replacement. We will instead find another company to install the larger pump, which we will purchase ourselves.

  Business response

  11/20/2023

  We have reached out to the client personally and the complaint has reached a resolution. 

*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. ↩