ComplaintsforMr. Rooter

• Initial Complaint

  08/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am requesting a refund of Service Charge $69 and Credit Card fee $18.10 totaling $87.10, from the total bill on 7/24/23 of $621.75, invoice #********. I received services five previous times from Mr. Rooter, invoice #s ******* ******* ******* ******* ******. A credit card was used. I was told each time of a service charge, which would be taken off if the job was done, but if the service tech came and the job wasnt done, I would have to pay the service charge. I never received a service charge or credit card fee on any of those service calls.On 7/24/23, customer ********************** rep ******** said there was a $69 service charge to come out and explained that if the job was not done, the $69 would be charged. After arrival, service tech ************ said $621.75 was the cost and was given a credit card. I did not know $87.10 in extra fees were tacked on to my bill until the invoice was emailed afterwards. Neither ************ or the customer ********************** rep told me there would be a service charge regardless of whether the job was done or not and did not inform me of a credit card usage fee, otherwise a check could have been written.When asked about these fees during the week of 7/24/23, customer ********************** rep ******* said ************ should have informed me of the credit card fee, apologized for his oversight and said she would have to ask ****** the manager about reimbursing the $87.10. A few days later, ****** said $18.10 could be reimbursed but not the $69. When asked, ****** acknowledged she did not see a service charge on any of my prior invoices then said, Its up to the tech (************) to take it off," which sounded improper for him to decide at a whim. She then asked her superior, ****, about waiving the $87.10 and he/she said I would have to forfeit a $50 discount from a coupon I had, which I found unacceptable. The discount had nothing to do with the fees. I feel unappreciated as a loyal, longtime customer and taken advantage of with these unexpected charges on my bill.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ask the to snake basement drain. He stated it might be difficult without a partner.. but he would do what he could today .. and would come back tomorrow.. he only snaked 10 feet out.. and never returned. After being paid $365.

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