Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called mr ********************** to address a backup issue in our upstairs bathroom.Their team tried to clear the line with a snake but failed. They used a camera and told us there was a broken pipe under the garage. this cost us $500. Based on their recommendation, we paid $6,000 to break open our garage floor and replace part of the pipe. After this, they claimed to have found additional damage leading into the house under the basement, quoting another $11,000 for further ********** this point, we requested the camera footage and sought a second opinion from another company. The second company proceeded to clean the pipe, re-examine it with a camera, and confirmed that there was no damage warranting replacement.When I called Mr. *********************** the supervisor, ****, defensively insisted the damage was real and even accused the second company of trying to scam mehow ridiculous! The second company had no reason to lie, as they provided clear evidence that the pipe was clean and intact.When we asked Mr. ********************** for evidence that the initial repair was justified, they sent us a blurry video where nothing could be seen. They also admitted they couldnt provide photos of the pipe they removed or the removed pipe itself. Adding insult to injury, Mr. ********************** charged us $90 to remove a toilet but didnt even reinstall it properly. We had to hire another plumber to fix their work and properly caulk the toilet to the floor.Please see the link to the video from the company that provided a second opinion. ****************************. I have the video from MR ********************** that triggered the initial repair, and the second video where they claim that we needc to spend another $11000. I cannot attache videos here. So sending only their invoices and estimates.

  

  Business Response

  Date: 02/06/2025

  We have thoroughly reviewed all invoices, pictures, and videos from your service and stand behind our recommendations. The initial video appeared unclear because the line was full of sewage water from the pipe not draining. However, our second video clearly showed a 10-foot belly in the line where debris was accumulating due to improper slope.
  We never claimed the pipe was cracked or brokenonly that the belly in the line could potentially cause issues. Any licensed plumber reviewing this footage would reach the same conclusion. We have reviewed our video with the video you have provided by the other company and there is no denying that there are issues with the pipe even after the so call "cleaning". While another company may have opted to clean the line, that does not address the underlying issue. We always aim to provide our customers with complete, long-term solutions rather than temporary fixes. 

  In our eyes it would be unethical to give your line a clean bill of health and not address the bellied section of pipe. This would be a different conversation if we had given that recommendation and in 3 months you are still having issues wondering why we didn't make you aware and give you an absolute solution to this problem.

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Mr. ********************** to fix my plugged drain and on 10/15/2024, Kody came and snaked washer drain, didn't solve the problem so he snaked the kitchen drain and still did not fix the problem. Next day two more technicians came out and did the same with no resolution. Friday, ***** (part owner) came out and did he same with no resolution. Told me they could come back out on Mon. 10/21/2024 and camera the vent but needed prepayment to schedule appt. I gave him a check for $295.00. Mon. morning I called the office at ************ and cancelled camera work. I want a refund of my $295.00 plus interest of $17.70 for waiting for over three months for my refund. This is "elder abuse" on a 68 yr old woman.

  

  Business Response

  Date: 02/04/2025

  We believe this complaint is with the wrong Mr. *********************** We are the "Mr. ********************** of Denver" and have not serviced this customer. We have contacted the "Mr. ********************** of *****************" and have confirmed that this is their customer. They are aware of the situation and are reaching out to the customer immediately. Thank You

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mr. ********************** charged us $12,500 to perform plumbing and related work in our home December 29 - January 5. Initially Mr. ********************** charged us $9500 to do 1.5 days of work underneath a bathrooom. It was an easier job than expected taking 4 to 5 hours. While doing the work, they noticed an issue in our garage. They proposed an additional $7500. I said it was too much and we'd find someone else. The *** told me that Mr. ********************** had to come back anyway to close the hole in the subfloor, otherwise they wouldnt consider the work complete. We negotiated a lower price and they did the additional work on 12/31/24. They said a crew would patch cement in the garage and put back the subfloor in the bathroom on 1/2/25. They did not show up. We called and they sent a crew on 1/3 that crew was only p***ared to patch cement. We called the *** immediately and he told us their crew didn't have the right materials and they would send a crew to fix the subfloor on 1/5. They did not show up on 1/5. On 1/7/25 I received an email from our lender saying that Mr. ********************** submitted a Completed Project Certificate to release the loan payment. Based on Mr. **********************s words to us on 3 occasions the project is not complete. I spoke to their manager. He now claims Mr. ********************** never puts subfloors back. Yet a trusted supervisor at Mr. ********************** leverage their dedication to put the subfloor back as a completion event to sell more services. We are concerned that they are misleading the bank into releasing funds given their unfulfilled promises to us. They offered us $500, but we want them to complete the work. If they won't complete the work we want a larger amount that ***resents (1) our time without a floor while waiting for them, (2) the time and money we'll spend reviewing and hiring another contractor, and (3) the difference between 1.5 days they charged us for and the 5 hours of smaller scope they actually did. Thank you for your assistance.

  

  Business Response

  Date: 01/22/2025

  Mr ********************** has since reached out to our customer ****** and we have come to a mutually agreeable resolution.

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:10/14/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All of the details are included in the attached letter.

  

  Business Response

  Date: 10/15/2024

  I have read through the lengthy complaint and am aware of the situation. As you can see in the Invoice on attachment #7 provided by the customer,it is clearly stated that the liner will only be shot up to within 1 of the cast iron connection at the house and up to within 1 of the city main tap connection. This is because the liner material being shot from the 4 pipe is also a 4 liner and cannot reduce into the 3 cast. This was all explained to the customer at the time and put in writing on the estimate/invoice. This is a very cost-effective solution to replace 99% of the sewer line for significantly cheaper than excavating and less disruptive to the landscaping.
  When asked to re-address the situation with the customer to come up with a solution to resolve the roots growing in the sewer at the cast to clay *********** the only option that we can provide the customer would be to excavate the sewer in the area to replace the pipe. Unfortunately, we cannot suddenly line through this area. Our liner equipment and material will not pass through a 3x4 transition. As stated by the customer; we tried multiple times to help her out with the cost and even offered to perform the work at cost for us even though we are not liable for this 1 foot section of pipe that was not lined. This is not a warranty issue by any means. We are aware that other companies may offer other solutions that might be able to line through this 3x4 transition. Unfortunately, we do not have the specialty equipment to do so. We provided the customer with the best solution for them at the time. We have also fulfilled the contract to its fullest extent.
  Mr. Rooter is always trying to provide our customers with excellent service and build a reputable company that our neighbors can feel comfortable calling for any of their plumbing issues. We would love to work with this customer about their issues although, the fact that the customer is requesting for us to reimburse her for almost double what she paid for the initial repair is absurd and appears that this customer is trying to take advantage of a situation. 

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22418810
  
  To The Manager at *** **********************,
  

  I am rejecting your response because *** ********************** has not offered to resolve this issue.

  In response to your statement in paragraph 1, yes, you did what you said you would do in Attachment #7 and yes I signed it. I signed it because ***** told me that this would fix all my sewer problems. He didnt tell me it would fix 99% of my sewer line as you stated, he never told me that the connection had roots in it. He didnt tell me that 14 months later my sewer would back up and I would have to dig my yard up again. I figured the $11,500 price was steep, but if it would fix all my problems, then I was willing to pay it. And what do I know about plumbing? Im a homeowner, not an expert. I dont know how the cast-iron and **** ***** are connected. I dont know that the connection is sitting in the middle of my vegetation. I dont know that the connection already has roots in it. And most importantly I dont know that the connection isnt already sealed! As stated in my letter, when I spoke on the phone with ***** he told me *** ********************** didnt know there were roots in the connection. He also told me, Why would *** ********************** fix a problem that didnt exist? Its like replacing all the cast iron in your home, even though its still working. *** ********************** was negligent, and I think *** ********************** isnt interested in fixing my problem. Otherwise, it would have been fixed in November 2022. Two plumbing experts, Arrow Sewer and ****************** were appalled that *** ********************** didnt fix the connection when *** ********************** lined the clay ***** Was *** ********************** hoping for another call when the pipes clogged so that they could charge me thousands more to fix my line AGAIN?
  
  In your paragraph #3, Im interested to see how you would love to work with me. So far, I have laid the details on the line, I have told you what my terms are. What are yours? The only way you can work with me at this point is to reimburse me as my sewer has been fixed by Aqualine Services.
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 11/01/2024

  After reviewing all invoices and the complaint again, we do not believe that there is any just cause for a refund of any amount. The invoice and description of work is very detailed on what work we would provide for the specific dollar amount, and we have fulfilled our contract its fullest degree. We believe this customer is trying to take advantage of this situation. Unfortunately, we were not able to physically replace the last foot of pipe at the time of the initial service due to the way our equipment works. This was clearly explained verbally and in writing at the time. We did however provide this customer with a discounted rate to replace that last foot of pipe at a later date and they chose not to have us make the repair. Whether we made the repair at the time of the original service call or later, they still would have had to pay for the repair. This customer is trying to get the work done for free after the fact by having us pay another company to make a repair to a pipe that we specifically excluded in the contract. We do not accept

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22418810
  
  I am rejecting this response.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 11/25/2024

  I reject Mr ************************ response. I can't understand how Mr ********************** thinks that this is good business.
  
  I hired Mr. ********************** on their recommendation that I line my sewer pipe because of root intrusion and pipe instability. I trusted their expertise and since they are professionals I mistakenly trusted their methods. I was willing to pay the inflated $11,500 (short notice and holiday on the horizon) to fix my sewer 100% as promised by ***** **** ************************ employee who wrote up the bid), not 95% as Mr ********************** stated in their previous response. Mr. ********************** was aware that the "fix" they applied was not a total fix. At the time they were very much aware that there were roots in the join between the **** pipe and cast iron pipe. When they did the initial repair they could have also repaired the join, but they didn't recommend that. Why not? What professional company does a major sewer repair and then has to return 14 months later for ANOTHER major repair and an additional charge of $6,800 along with the cost of destroying my landscaping and sprinkler system AGAIN? I have to wonder if they are just trying to get as much money as possible out of their customers. This smacks of incompetence or milking their customers or both. When **** ******** and his crew at Aqualine looked at the situation, they said that Mr. ********************** was negligent and did not properly repair my sewer. If ******** had done the work they would have charged me $7,500, given me a lifetime warranty and my sewer would have been repaired, 100% the first time. As it sits now, I've spent $11,500 plus an additional $2,500, $150 for a scope, and a lot of my time and peace of mind, to fully fix my sewer pipe. 
  
  I am requesting a partial refund, which I believe is fair to cover my expenses and time.

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/13/2023 I had Jordan ********** from Rooter Town at my house checking on a drain backup in my basement shower. After claiming the camera that was inserted discovered a break in the pipe, ****** claimed he had to rip the bad pipe up and install a new piece. The original quote was $10,000 and when discussing my options he claimed that the job would be completely covered by my home insurance minus the pipe cost. He even sat with me and proceeded to start a claim on the phone with my insurance for the job. When we got off the phone with insurance he proceeded to write up the contract for the job and quoted $10,000. The day they started working on the plumbing, ****** came to me and said the pipe in the basement needed to be replaced and that it would be $45,000 total. He reassured me that it would be covered by my insurance and that I would be completely reimbursed. So I signed the contract and paid the entire amount using credit, $35,000 of which ****** helped me aquire through ***** Fargo. Throughout the entire process ****** was supposedly in constant contact with my insurance as he said he would but when the work was done insurance said nothing would be covered and that I'd only get $5,000 for the claim. When questioned, my insurance company said there were no documenting photos of the work and damage that they requested which ****** claimed he would take care of. I have texts and written papers showing ****** was helping me on the insurance side but now that it's all done I'm still left in debt for $40,000. I can't even get new insurance because of this claim on my record I feel like ****** and Rooter Town really took advantage of me as my english is not so good. If ****** would have told the truth about insurance might not cover completely I would have definitely sought a second opinion. ****** was claiming to talk to his manager to seek some compensation but now they aren't communicating with me and I'm weighing my options up to and including a lawsuit.

  

  Business Response

  Date: 04/08/2024

  We are sorry to hear that the insurance company denied coverage on this claim, as this goes against what they originally told us as well as our customer. We are always happy to assist our customers in their attempts to get coverage from their insurance companies, as our customer has stated here. Of course, we are not the insurance company and are not in charge of whether or not claims get covered. The insurance company representative was the one who originally stated there would be coverage for the customer, and the job proceeded with all parties assuming that this was accurate information, and there would indeed be coverage. While it is unfortunate that the insurance company is denying this claim, is it not the fault of our company. We believe this complaint should be directed at the insurance company, not our business. As previously stated, if there is anything we can do to assist in this process, we encourage our customer to reach out to us, and we will help out in any way we can! 

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21515200
  
  I am rejecting this response because:
  
  After speaking with the insurance company and going back to the beginning of all correspondence, the insurance company never made a claim that the job would be completely covered, only to open a claim to assess the possible coverage. That was a claim that only ****** was making to me with a contract on my table and a pen in my hand. I wouldnt agree to such a high cost project if ****** hadnt assured me that it would be completely covered. Throughout the process ****** promised he would take care of submitting all proper documents for insurance assessment, but it sounds like all my insurance company had submitted to them was a few pictures that ****************** Adjustor had sent after all the work was done. The insurance associate agrees that 100% coverage shouldve never been in the discussion, as that was not in my insurance policy. This was an outright lie and gross misrepresentation of services ****** and Rooter Town. This is not an insurance problem. This is fraud. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 27, 22024,It has taken me about four months to get my notes together and make a complaint about Rooter Town / ***** Fargo and the deceptive/ low-down business practice they are endorsing.I was taking a shower, and the water was not draining, once I got out of the shower, the toilet waste was coming into the shower. I panicked called Rooter Town **************, November 2023, to explain my situation. I was told a person would come and look into the problem. About 10:00 a.m. two persons (*** and ****) arrived, they wanted to take my toilet out, but chose to go outside, the north-end, as there was a clean-out on the side of my house; a snake was used in the clean-out but after twenty minutes, they said the cable kept getting stuck or was hitting something; and the end of cable was bending. A call was made to supervisor, as we were waiting, the plumber/technician? (***/****) had a laptop and scrolling through it, said you need to sign documents, as there is a waiting list for our service, he was going fast, and not enough time to read what details was in the documents and because I was in a panic, just signed without reading all pages of the documents. My fault!The field manager ****** *************) came down and ran a camera into one of the cleanouts, trying to show me what the problem was, which was confusing to me. After he took the camera out of the cleanout, ****** said the main sewer line is plugged and will need a proper clean out. He sprayed each section of my yard with green paint. He said the cost would be $6,000 I told him no, that I was on a fixed income and couldnt afford this amount. I said no a few times, eventually he brought the amount down to $4,500 and got on the laptop and made some type of arrangement with ***** Fargo. Making it sound like it was a good deal such as if you pay off in a year, there will be no interest. And if you chose 12.9% interest you have five years to pay. I was hesitant, about this transaction, but knew I had to agree on the terms, due to the fact there was a backup in my shower and toilet. So I agreed. My fault. Once I agreed to the terms, ****** called for a permit, this was about 4:00 p.m. and within a half-an hour the workers arrived, with a mini excavator, digging into ground and replacing 10 foot clay ***** at night. One of the workers ***** said he had broken the clay ***** and showed us the **** that had been broken. I was standing outside with a relative as we watched the workers replace plastic ****s in the ground. I have pictures. After the clay **** was replaced that night. ****** came down the next day and ran a camera down the grease-cleanout area and said there was another broken ****. I asked him why that broken **** was not fixed, while they were replacing the same **** on the same line. My question was ignored? As he wanted more money-that is $7,000. I asked if that is included with $4,500, he said no, I would have to pay $7,000 separate Of course I said no to his deal.So, what am I asking for, from Rooter Town? I want them to replace the broken **** that is on the same line they were working on. The broken **** was not touched, what they did was connect a new plastic **** with broken ****. Rooter Town wants $7,000 to fix that broken ****. I am asking for Rooter Town to fix that broken **** that was done by your workers. And I am asking for Rooter Town to pay ***** Fargo $4,500 for their part in deceptively -, fraudulent practices of lying and scamming customers to obtain a loan they cannot afford especially if they are seniors on a fixed income. And in my complaint I also had to call Rooter Town for a description of work performed as they did not provide such information; it would take a few months before the description was sent. Once I received the description of work performed. I read the part Work performed: Spot Repair on 4 inch sewer line in the front yard in order to install dual clean out up to 10 feet long up to 5 feet deep is deeply concerning, as the work was never performed in the front yard. On the same page CBL-170 described . . . Remove your toilet to access your branch drain and attempt to clear it with an electric snake. Evaluate your drain piping using a video inspection camera. Reset your toilet to ensure that it is leak free and operating properly Once again, the toilet was never removed. All work was performed outside, the north-end of my yard. The Description by Rooter Town was false and the work was never performed.My gut feeling was telling me not to go along with getting credit, which would penalize me for a hard-credit check, and it did, I had perfect credit but was penalized four points according to Equifax. The only reason I agreed to getting credit with ***** Fargo is because of the terms offered, zero interest for a year if $4,500 is paid off in a year, or another option was 12.9%s for five years. No prepaid penalty. But this is not a happy ending. Within two months ***** Fargo loan would be costly, they did not honor interest free if paid within a year, nor did they honor 12.9% for five years. Instead two months later I was billed an interest rate of *****%. I do not know about the predatory lending practices between Rooter Town and ***** Fargo, but someone needs to look into their deceptive practices, why Rooter Town is misleading customers in regards to financing with ***** Fargo. I have Description of Work from Rooter Town and ***** Fargo Cardholder Terms. Pictures Thank you *********************************

  

  Business Response

  Date: 04/17/2024

  We take this kind of complaint very seriously, and our management team would love to get the chance to talk through this with our customer. At this time, we have reached out several times unsuccessfully. We can address these concerns at the customer's soonest convenience, and encourage them to call in to our office so that we can do so.

• Initial Complaint

  Date:02/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15/2023, my main level toilet wasnt flushing, so I called Rooter Town. A scope was ran, it was cleared and I paid them $245. 11/1/2023, I call them back for the same problem. ********** does the scope, says he couldnt go further with the camera due to rotted cast iron pipe. Im quoted $7800 for 6ft of cast iron replacement at the base of my stairs in the basement. He says hed talk to his boss about getting the price down and then comes back to say they can do it for $6000. Since there was sewage water that was leaking in the closet in my basement, I mention calling my insurance. He says You have to be careful what you tell insurance. They come back 11/2/2023 to start the work, they break ground, and tell me that 13 more feet of pipe is rotted. First quoted me $5800, then down to $4800. 11/3 and 11/4 they excavate and install new PVC pipe, which I later found out was the incorrect pipe and couplings for underground use as determined by another plumbing company. Now Im told its ok to use my toilet, even though the ground is still open.Granddaughter goes to look at the work and they have connected the new pipe to more rotted pipe and stuck a glove and rock in the rotted pipe next to the coupling. 11/6/2023, my insurance adjuster comes and says we need to leave the house promptly because water mitigation is needed for the sewage water and mold. While in a hotel for three weeks as water mitigation works, Im bombarded with calls of them wanting to come and fill in the trench as is. I cannot let them fill this in as Im not home, and knowing they put us at a health risk with sewage water in the house, I cannot in good faith continue to work with them. 12/6/23, Bell plumbing finishes the job, removing all the pipe Rooter Town installed. I was charged a fraction of the price from Bell who also removed 6ft more of rotted pipe where Rooter Town had stopped. Incorrect and inadequate work (minus excavation),a horrible experience overall, and put our health at risk.

  

  Business Response

  Date: 02/16/2024

  Unfortunately, this customer did have broken, rotted out pipe under their foundation. After starting on the work, which was done at a discounted rate, the customer unfortunately refused to allow our team members on the property to complete their work. Once the additional rotted pipe was found, we gave the customer options for further repairs at heavily discounted rates, and even offered to do the additional work for FREE once the customer expressed their concerns. The piping that had been installed was not yet completed, and when our team showed up to the property to complete their work, the customer would not allow us to do so. Thus, leaving the project incomplete. Even after this customer's continued refusal to have any kind of conversation with our management team, they have already received a billing adjustment for the portion of the project that was left incomplete. They received this billing adjustment prior to making this complaint.  

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21243684
  
  I am rejecting this response because:

  There are claims in Rooter Towns response that were not correct. In my initial complaint to the BBB, I not only provided a rough timeline of what transpired, but also pictures and the bill I paid to have the issue fixed. After the second billing for the additional work of $4800, I was told I could use the line. Thats when the next day we found that the line had a rock & glove connected to rotted pipe 6ft away from the original stack (photos included in the original claim). Secondly, they NEVER came back to the house. This is because my insurance company got us out of the house as water mitigation was there for 3 weeks. While in a hotel, there was no way for us to let them come back to the house as we could not come back until water mitigation was done. During the period of us being in the hotel, I continued to receive phone calls for quotes on additional work, outside of the $4800 to tie it into the stack. Since they hadnt finished the ORIGINAL additional work, there wasnt any way I was going to continue to shell out more money for their failure to be diligent the first several times they came to work on this issue. THEN thats when they wanted to do it for free. If there hadnt been overcharging or negligence in this process, there is no reason 6 additional feet would be free. On top of that, the second company DID do the extra 6ft, replaced Rooter Towns pipe and couplings (as Bell Plumbings invoice CLEARLY states they were NOT rated for underground use) and did all of that for almost a THIRD of Rooter Towns price. There is no way we received heavily discounted rates when the work from Bell was a FRACTION OF THE ****** Lastly, after disputing the financing with ***** Fargo, we DID NOT receive a billing adjustment. ********** told me to work it out with the company, and that I was still expected to pay $10800. 

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

  

  Business Response

  Date: 03/13/2024

  here is the proof of $1,000 refund in the *********************** dispute. Thanks
  
    ***********************;
  General ************************************ ******

  Customer Answer

  Date: 03/17/2024

  First of all, if you look at the entire complaint, Mr. ********************** is not the company I signed a contract with.  It's Rooter Town.

  Have never talked with or accepted a $1000.00 credit for a bill that was over inflated by $10,800.

  The person I dealt with name is *****************. The company is Rooter Town. 

  This whole situation needs to be exposed for fraud.

  If you look at the initial complaint and pictures, it shows deception

   BonitaJones a *****

   

   

   

   

   

   

   

  Customer Answer

  Date: 03/27/2024

  I have not recieved any further communication  or offers from Rooter Town.

  I did send a response to the last response, which came from Mr. *********************** which I've never had any dealings with.

  They made a claim, that they would knock off $1000.00.  I never  agreed to such, and if anything, that amount is the benefit of the doubt for the fraud they are trying to commit against me.

  I'm in a pickle, here. Payment is due on the account and I don't have it.

  If they had done this work, it be another story.

  Why is Mr. ********************** billing me?

   

   

   

  

  Business Response

  Date: 04/11/2024

  Our management team has attempted to contact this customer on numerous occasions to discuss their concerns. Our team has been met only with either blocked calls, or unrealistic demands followed by the customer's repeated refusal to have any kind of conversation about the matter. If there is to be any progress going forward, we encourage the customer to reach out to us and have a conversation with our team, as that is what we have tried to do from the beginning of this unfortunate situation. 

• Initial Complaint

  Date:12/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November of 2023, (***** ******) sought the services of Rooter Town when the drainage system malfunctioned. Despite an estimated cost of $7,800.00, which included excavation work anticipated to be covered by insurance, subsequent visits and additional charges raised concerns. The final cost of $15,800.00 has left us frustrated and seeking clarification. We have been unable to get invoices that provide the level of detail required.Specific Requests:1.Detailed Invoices: We request two detailed invoices specifying charges for excavation labor, patching labor, and the replacement of the pipe, with distinct line items for concrete removal and patching. It is imperative to segregate these costs, as our insurance provider requires itemization for coverage determination. The current lumped categorization of labor costs, encompassing both excavation and patching, complicates the process.2.Explanation for Two Visits and Invoices: Please provide a statement on the invoices clarifying the necessity for two separate invoices and visits. This information is vital for our insurance company to comprehensively understand the scope and progression of the work undertaken.3.Bedding Refund Clarification: A refund is sought for the "bedding" charge outlined in the invoices, totaling $1,500.00. Our calculations indicate that the required gravel for the job should cost significantly less. We kindly request an itemization of the bedding charge to clarify the inclusion of costs and determine what was for materials and what was for labor. Conclusion: Prompt attention to these requests is paramount. The insurance provider is prepared to pay only 40% of the costs due to the lack of clarity surrounding the charges.We anticipate your prompt response to this matter, and we are hopeful that we can resolve this issue without further escalation. Thank you for your attention to this matter.

  

  Business Response

  Date: 01/19/2024

  We understand the importance of working with insurance companies to assist our customers with getting help covering costly repairs such as this. We are happy to facilitate these needs however we can, including building price breakdowns. We have been in contact with our customer's insurance company and built out the requested breakdowns to facilitate this coverage for our customer. If there are any additional needs or questions, we encourage our customer to reach out to us and we will be happy to help! 

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21047524
  
  I am rejecting this response because: We received a call on 1/3/2024 from the supervisor at Rooter Town asking for clarification on what we needed.  I asked for a revised invoice that clearly lays out the costs to access the pipes and explains the charges for the bedding.  We have not received copies of the revised invoices and have not received an explanation or refund for the bedding charges. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 02/08/2024

  The complaint has been resolved at this time. Rooter Town did submit an invoice to our insurance company on 1/3/24.  ********************* did not process that invoice until the last week in January.  This issue is now resolved. Thank you for your time and attention to this matter. 

  Customer Answer

  Date: 02/08/2024

  Tell us why here...The complaint has been resolved at this time. Rooter Town did submit an invoice to our insurance company on 1/3/24.  ********************* did not process that invoice until the last week in January.  This issue is now resolved. Thank you for your time and attention to this matter. 

• Initial Complaint

  Date:12/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beware of Rooter Town. They will rip you off. They will pretend they cannot get through your sewer pipes with their rooter. It will seem like they are trying hard but its just a scam. Then they will send out another guy (watch out for ******, hes the one that ripped me off) They will charge an additional $295 to scope and locate the blockage. Then this guy will try and get through with his rooter and of course fail. Then what this guy did was tell me it would cost $6800 to dig up and replace 7 feet of pipe underground. After saying no many times they price magically went down to $4000. After they did all this work they still said it was blocked and it would be another $37,000 to dig up the street and replace the whole line. Of course that was the end of that. I had another company come out and clear the sewer line for $69. Took him like 15 minutes. This is all very true and theres a lot more to the story. Bottom line, from what my insurance company told me. NEVER use any company with the word Rooter in it and youll be fine. Youve been warned!

  Customer Answer

  Date: 12/05/2023

  A couple more detail I need to ad. Rooter Town is un licensed. I looked them up after the fact and their license expired some time ago and they never renewed it. Also, and this is huge because it could affect the resale value of my home, THEY NEVER PULLED PERMITS for this job. ****** said he was going to pull permits but did not. I looked it up. He also never told me what was going to happen throughout the repair. Most importantly they installed two clean out pipes at the end of my gravel driveway and told me I could drive over them. Which is impossible. Pics attached. They poured a little concrete around the clean outs, but another company told me that the repair had shifted underground and there is water pooling which will cause future problems. Then instead of replacing the repair with pea gravel to match my driveway, They just dumped a bunch gray road base in my driveway and left. I called Rooter Town and complained. They sent another guy out and hydro jetted the pipes. Although I didn't tell them I had already had the line cleared by another company. This has been an awful experience and unnecessarily expensive.   

  

  Business Response

  Date: 01/24/2024

  The issues in this complaint are incredibly serious and are of highest priority for our management team to address. We want all of our customers to feel satisfied with the work we do, and if there is anything we can do to help solve objections or issues, we are always going to do so. Unfortunately, after several attempts reaching out to this customer, we have been unable to get ahold of him or get a response to any of our messages. Our position remains that we want to address this customer's complaints and resolve the issues at hand. We welcome our customer to reach out to us as soon as possible so that this can be done!

• Initial Complaint

  Date:11/25/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a full letter I would like to share because there is not enough space here. The summary is that we worked with a supposedly reputable company when we had a sewer emergency and their tactics became very fast moving, high pressure and I feel like they took advantage of a very difficult situation for us to enhance profit. Ultimately, once we had committed, the customer service became very poor and the project was not completed to code. We had to have our driveway cut up again for an appropriate repair. It was very difficult to get an apology and I want to make sure that others don't have this same experience. Hopefully there will be a way that I can share the letter I wrote but never sent because they never gave me an email address when I asked for one to submit my complaint. Thank you.

  

  Business Response

  Date: 12/06/2023

  We have received this customer's complaint, reviewed it thoroughly, and, of course, would like to figure out a reasonable resolution to satisfy the customer's needs. We have reached out to the customer in attempt to do just that but have not heard back. **************** is our top priority, and we encourage our customer to reach out to us so that we can help!

  Customer Answer

  Date: 12/06/2023

  I called the company yesterday 12-5-23 at approximately 2:00 pm and was told that the manager I needed to speak to was in a meeting. I was told that he would call me back. I asked him to please leave a message if I missed the call and have not heard back as of 12-6-23 at 4:00 pm.

  

  Business Response

  Date: 01/19/2024

  Our management team was able to reach out to the customer and have a very productive conversation about all aspects of the job. We take our customers' concerns very seriously and are thrilled to report that we were able to come to a solid resolution that both parties are happy with. As always, we encourage our customer to reach out to us if they ever have any needs in the future.