ComplaintsforMr. Rooter Plumbing of Cleveland

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Sunday, June 23, I contacted Mr. Rooter to service the reverse osmosis system in my home, which was leaking. At approximately 6:30 p.m., a technician from the company arrived. He explained that one of the fittings was cracked, causing the one filter to leak. Within 15 minutes, he told me he had repaired the leak. He charged my credit card $282.38. The very next day, I discovered that my reverse osmosis system was still leaking. I called Mr. Rooter again. A different technician was sent on June 25 to inspect the system. After consulting several times with his superior (outside of my presence), I was told that I either had to purchase a whole new system on my own, or purchase one from Mr. Rooter (at a cost of $3500), and that those were my only options. I paid an exorbitant amount of money to have my system be free of leaks, and yet it is still leaking. Mr. Rooter wants me to pay even more for a job I have already paid for them to complete in the first place.

  

  Business response

  06/28/2024

  We strive to be a plumbing service you can trust, and we apologize for not hitting that mark with you. At the initial appointment, we provided an estimate to replace your older system, but you chose to repair the leak instead at that time. When we arrived for a second time, we were happy to offer the option to buy a new filter and install it for you at no additional charge, which you said you would take time to think about. We also shared that if you chose to replace your older system, we would deduct the amount you already paid from the new charge. We understand you are not interested in going that route at this time, and we would be happy to refund you the amount you paid for our initial visit. A refund will be issued in the amount of $282.38. It will take approximately 7-14 business days to receive the refund. Thank you

  Customer response

  06/28/2024

  
  
  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. 

  Please be advised that there are false statements made in the businesses response. The business offered to install the filter, but I had to purchase it. This was made clear to me by ****, the tech assigned to the job the second time I called. As well, **** informed me that the amount of the initial service could be deducted from the purchase of a new system from the business. The only quote on a new system I received was from Paxton, who was sent to my home on June 23 to repair the system initially. See attached document, which lists the cost of said system at nearly $3500. 
  
  Regards,
  
  ******** *****
  
  

  
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/28/24; I unfortunately called this company due to me having a sewer backup. I explained the situation & was promised that someone would be out the next day. I advised them that it would have to be after 12pm; seeing as how I already had a prior appointment; turn around while driving at 10am; I received a phone call from a very rude person by the name of ***** that they have someone ready to come out now; after telling her what I had told the other rep the night before in regards to when I’ll be back home; her tone of voice literally changes very meanly; it was at that point that I’m telling this person hey look I’m driving now ok; then around three same rude lady calls saying they’re running behind; this time I’m telling her hey ok no problem but I’m on the phone with my insurance company; she once again becomes very rude; around 3:20 I call & am told that they now can’t promise someone will even be to our home. I then asked to speak to a supervisor. This gentleman Randall was no help at all whatsoever even after me telling him that I literalit called off work to wait for them to come. I now have a sewer back up; with an 80 year old father as well as sickly child that were one more night stuck breathing this in; as well as have to call a whole nother company!!!

  

  Business response

  01/30/2024

  We certainly appreciate this customer's frustrations regarding the scheduling. We set appointments and most of the time are able to keep them. However, on occasion, emergencies pop up that tie technicians up for longer than expected. This customer has canceled all work with our company and no services were rendered. If the customer would like us to come out and look at the problem, we can certainly do that. 

  Customer response

  01/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****
  
  
  
  
   

  Customer response

  01/31/2024

  I’m rejecting there response; not only due to the rudeness from the individual named ***** that called me but also due to the inconsistency with setting us up for a plumber to come out; & still nothing within 48 hours. That’s a long time to wait when you’re dealing with a sewer backup with an 80 year old Dad & sickly children; then being told oh well you should’ve had another plumber on standby. 

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Failure to correct issue with under ground sprinkler system. System had been winterized and was turned on by employee ****** by error causing the system to fill back up with water. I have spoke to the customer service representative and was told that someone would be out to see me . I’m afraid the sprinkler system will freeze and burst. The company to date has not responded.. The employee ****** was at my home dealing with a plumbing issue that was totally unrelated to the underground sprinkler system and had no reason to turn the sprinkler system on . I spoke to ****** regarding this issue but I have not heard from him or his manager. If this system should freeze and burst it will cause damage to my home as well. Please help me resolve this issue.

  

  Business response

  12/12/2023

  We have been in contact with the customer. He will be reaching out to his sprinkler company. If there is any cost due to the work done by Mr. Rooter, we will reimburse the customer.

• Initial Complaint

  11/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Mr. Rooter for a 6 foot diameter puddle of water surrounding my drain. After putting a camera down the drain they proceeded to tell me I needed to have all my pipes replaced. After days of enduring jack hammering of my entire basement, they replaced all the pipes and then replaced all the cement. The cement dust from the jack hammer seized my furnace motor and had to be replaced at a cost of $1000. And now every time it rains my entire basement floods. This never happened prior ro Mr. Rooter replacing all the pipes. When I called them to complain they said I now need to have my down spout pipes replaced which would be thousands more.dollars on top of the $20,000 I had already paid Mr. Rooter. All my flooring has had to be removed and my new paneling had.to be torn down and removed. I can no longer use my basement thanks to Mr Rooter.

  

  Business response

  12/04/2023

  We sent a manager to the customer's home to review the work. We explained to the customer that we would absolutely issue a refund for damages to the HVAC system if she can provide an invoice and documentation from the HVAC company showing the cause of the furnace failure to be due to our work. We have not yet received that.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe that after what I was told on the 2nd visit it is their fault from the first visit the drain is broken. I was told that what he did was or shouldn’t have been completed the ways he did it. In 12 years I have lived here I have never had water coming out of the ground into the yard from the work they have completed. The employee with all of the tattoos stated he would not have used the water pressure cutter or metal cutter in this type of drain. My neighbor was watching the work get completed and has never seen water come out of the ground this way. The amount charged was 963.89 and 473.52.

  

  Business response

  06/10/2022

  This customer reached out to us about his concerns. We had our managers review the work and no wrongdoing was found. Our manager reached out to the customer to discuss our findings but the customer seemed to believe we were in the wrong, despite what our manager explained. 

  Customer response

  06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******* *****
  I never had this problem until they did this. I have the witness to prove this. 
  
  
  
   

  

  Business response

  06/10/2022

  Both invoices are attached. 

• Initial Complaint

  12/27/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 11-12-2021, *** ****** of Cleveland was contracted to pull permits and complete all plumbing upgrades needed to bring the home at *** ******** ** to code. On 11-18-2021, after a number of requests, an email was received stating that all of the plumbing was up to code. Upon trying to move our homeless Veteran into the house, we were notified by the City of Cleveland Building Department that your company did not, in fact, pull a permit, preventing this Veteran from being able to move in. I contacted your Cleveland office informing them that they did not pull the permit and that we couldn't close on the house until they did. When the inspector came to the home to complete the inspection, the temperature setting in the bathtub was not between 110-120 degrees per code and the basement washing machine required a set of Water Hammer suppressors. The plumber on scene with the inspector called and notified me that he turned the temperature down on the hot water tank. The plumber also said that his supervisor stated that there would be an additional charge of $150.00 for the permit, plus an additional cost for any issues found by the inspector which needed to bring plumbing to CODE. I asked the plumber to have the supervisor call me. While arguing the fact that this was part of the 11-12-2021 contract with the supervisor, he hung up on me after stating he has no control over what issues the inspector will make up. Our volunteers have installed the water hammer suppressors and the Plumbing Inspector returned stating that the water is still too hot at the bathtub and will not come back out unless your plumber is onsite to verify the temperature is correct. I have attached email communications dating back to 11-12-2021 showing you exactly what our expectations were and what we were promised. Keep in mind that throughout this entire process, the delays caused by your company are preventing our client from being able to move into the property. This client is a Vietnam

  

  Business response

  12/28/2021

  Our manager has already reached out to the customer. All the issues worked on by *** ****** passed inspection. The items that failed inspection were not issues worked on by *** ****** and therefore to correct those issues, additional work must be done that was not in the original scope of the job.  

  Customer response

  12/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  The supervisor claims that we only requested the work completed by his plumber and that we never requested a plumbing permit.  *** ****** was hired to inspect the whole house for plumbing issues that are not up to city code, correct them, and provide the documentation showing the home is up to code.  In the emails on 11-12-2021  between myself and *** ******* I was provided a list of plumbing upgrades that would bring the house to code.  I then authorized the repairs and clearly reminded them that a permit was required.

  
  -
  Regards,
  
  ******* **** *****
  
  
  
  
   

  

  Business response

  12/28/2021

  Attached is the receipt for the only payment made from the customer regarding this job. In the "Description of Work" section, it states there is no warranty on drainage and no warranty on the existing pipes. The only warranty is on the work that we did, which is detailed out. In the task section, please note that no permit fee was charged to the customer. 

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