ComplaintsforMr Rooter of Pittsburgh

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 3/27 this company came in to fix my leaking toilet. They charged me $750 bucks and it's NOT FIXED. I called and no one will call me back!

  Business response

  04/11/2024

  We (Mr. Rooter) contacted ****** on 4/11/2024 but reached her voicemail.  We left a message to have her return our call regarding work done by Mr. Rooter.  We apologize for the miscommunication internally and apologized for not returning her call.  We have an appointment scheduled to address the leaking toilet which was scheduled by ****** on 4/10/2024 for Friday, Apr 12, 2024.  We assured ****** in message that there would not be a charge to change her flapper during this appointment.  We will update the portal once we receive a call back from ****** or after we complete the appointment on Friday.  Thanks.

  Customer response

  04/12/2024

  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.
  

  The plumber returned and said he would have to charge me again to fix the toilet since the last work he did had a 7 day warranty! So I paid $750 for work that clearly did not fix the issue! I want my money BACK. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Hello, I am filing a complaint against Mr. ********************** of Cranberry, **.Dates of transactions, invoice numbers, and costs: * *********** call to them was on 9/24/23 near midnight. *Service tech (*************************) came out to property assessed and contract (**********) was signed on 9/25/23 for the amount of $8586.47, sewage drains were cleaned and further work continued the following day. *Further work was "required" (?) and another contract (**********) was signed on 9/27/25 for the amount of $13, 271,21.The business committed to replacing the outside sewage line, excavating an area of the downspout line and possibly repairing a small leak in the house. Quote from ***** (service tech), "we will put everything back as pretty as it is." The sewage line was replaced and downspout area was excavated. The small leak was the turning of a handle, no repair was required. Nature of dispute: Left our property in unsafe and unsatisfactory condition. Honestly don't know where to start. On the first day when digging dirt fell under our sidewalk and has never been safely replaced, it looks like a bridge, there is a huge hole. On the day that they backfilled the dirt, they replaced some of the concrete that they had to dig out. The ground sank which was to be expected, but of course, the sidewalk that they replaced cracked and dropped within a week and has not been safe to walk on. They left no dirt behind to fill in. There were gravel stones and broken pieces of piping left in the yard. They broke a lampost which has not been replaced, or deducted from our bill. They also "rounded up our bill" from what the contract amount was (32 cents) but showed dishonesty. Two other plumbers quoted half the price of what they charged us. Please see the attached of what our home has looked like since mid-October. We have attempted contacting them weekly with either minimal or no response. They received pictures.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday, July 21, 2023 I contacted Mr. Rooter to see if they could potentially clear my shower drain as it was clogged up. Dispatcher told me a technician was available to come out within the hour. She also advised there would be a $89 dispatch fee but that would be waived when the work was done. I agreed and waited for technician. He showed up, did his assessment and told me the solution would require cutting and replacing the tubes and lines. I was very doubtful that was the solution as it's happened before and the solution was not to cut anything. I asked the price and he quoted me over $3K. I was not going to agree to that and asked if he could snake it instead. He said he could try but it most likely won't work. In the end, there was no work performed to fix my clogged drain. The price quoted was unrealistic to me and I was not going to pay it. I asked if I would be charged for the dispatch fee since he did nothing and he said I would. Please note this man came and shined a flashlight at my pipes, did not touch anything with his hands. There is no way a customer should be expected to pay a fee when there are no services rendered. I think this company may subtly be scamming people by saying they will waive the fee when the work is done. However, when amount is exhorbent and you have to refuse, then you're still charged? This is not right. Contacted the company back the same day about this issue and was told a manager will get back to me. I have not heard back from anyone. And lastly, they don't tell you that you will also pay the credit card convenience fee tacked on.

  Business response

  08/01/2023

  I spoke with ****** on 8/1/2023.  The estimate of $2363.73 was to replace the entire drain assembly underneath and behind her tub.  That estimate was proposed to stop this problem from happening time after time.  The second option proposed was $226.75, to cable the drain.  We did explain that it is very unlikely that a cable would get through her drum trap as the design of the trap make it very difficult to get through.  If we were successful passing the trap, there is a 90 degree bend directly after the trap which again would be very difficult to pass through.  See Pics attached.

  We did offer to cable the drain but wanted to be upfront on the likelihood of success.  After speaking with ******, she still thinks our prices are too high.  I respect her opinion.  Our pricing is comparable to our local competition.

  Customer response

  08/02/2023

  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.
  

  The call I received did not address my issue of being charged a "dispatch fee". He called to make his point regarding Mr. Rooter pricing. I was originally told the dispatch fee of $89 would be waived once work was completed. And I said before, I could not accept those exorbitant costs and therefore, there was no work to be completed. I would have paid that fee willingly and without issue had the company been upfront and honest about their prices. Instead, they tried to take advantage of me.

  
  Regards,
  
  ****** **********

  Business response

  08/14/2023

  The dispatch fee is waived if you proceed with any services by Mr. Rooter.  $289 to cable a drain standard for any of the reputable plumbing companies in our area.  The Customer service representative clearly informed you that there would be this fee of $89 and it would apply to any work you chose to move forward with.  You chose not to move forward with either of the suggested services. Which made your invoice $89 as stated in the recorded phone call.  I would be willing to refund the dispatch if you were not informed about it, but I listened to the call myself and confirmed that you agreed to it.

  Customer response

  08/15/2023

  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.
  

  It does not seem you understand the reason for my complaint so I'll try to explain it again. The wording you (Mr. Rooter company) use when explaining the dispatch fee is waived "when" the work is completed. However you fail to take into account the process for obtaining a quote. If you told me "our highly trained technician will come to your home, shine a flash light on your pipes, won't touch anything, but will be able to provide a quote nonetheless". I would have said no thank you. Have you ever heard of price gouging? That's what you all at Mr. Rooter did to me and are doing to your customers. 

  And lastly, the clog eventually cleared on it's own a couple days after. So not only did the "highly trained tech" not know what he was doing, but you guys trained him to make up solutions that would cost the customer thousands. That they then would have to refuse and you guys would still get your "dispatch fee". Look, refund me or not. Just know you are all absolutely shameful. 

   

  ****** **********

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  June 29 ($1200.44.) I hired Mr Rooter to fix a leak in my bathroom, where the valve is located , that supplies the water to the washer.Also to put a new faucet in the bathroom, an one in my kitchen. He said he had to cut open my wall in order to fix the leak. He Just left it opened. Then I had a rusty screw holding my faucet on in my kitchen . Instead of just getting a new screw, he said I needed whole new faucet. So he went and got the two faucets and an connections for the bathroom leak But when he first arrived , He checked my credit, and had 2 papers for me to sign So I signed them One was for the emergency call ( which when I called them, no one mentioned about a Emergency charge. She just quoted that he would be able to come that same day. The second paper was the cancelation information. When he quoted $1200.44 dollars, I about flipped. I asked him about the price.He said he charges by the job, not by the hour.So my complaint is, I feel that l was charged way too much money for what he did.He over charged me .He said the two faucets would come to about $500.00 d ollars alone because he said he buys the best. I looked the faucet prices and they were around $ 200.00. And the valve couldn't of cost much. So 2 faucets, a few needed connections, and plastic piping. Which there was nothing wrong with mine, He is charging $,1200.44 cents ??? He wasn't here more than 2 hours. Not counting going to get the parts. He said he cut me a deal. (REALLY) I'm a 70 year old woman with a fixed income of no more than $800. a month.and to come up with $1200.44 is outrages, for the little bit of work and parts and his time .The water release pull on the faucet isn't hooked up because he said it couldn't be done .As far as his work it was to my satisfaction. He was a very nice guy.I did call the Cranberry manager to talk to him and he was very rude and said. he was taking me to the magistrate office.Then hung up on me. I could of remodeld my bathroom for

  Business response

  07/24/2023

  We've made multiple attempts to work with Debbie Stevens with no success.  We've already discounted the completed work by approximately 50%.  She still refuses to pay anything.  Debbie agreed to pay upon completion using financing.  She filled out the necessary paperwork and we submitted to finance company.  They put a hold on the funding because there was one signature missing on paperwork.  Debbie refuses to sign even though she signed off stating that all work was completed to her satisfaction.

  The situation is now filed at the cranberry magistrate and we're awaiting a hearing date.  I believe this complaint should be closed and the judge can make a legal binding decision on how much Debbie Stevens should pay.

  Customer response

  07/25/2023

  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.
  

  This email is about my experience with this plumbing company Mr Rooter. On June 29th I called to get a plumber to come to see and fix a leaky valve in my bathroom. I also asked when he was here ,if he could put in a faucet in the bathroom and one in the kitchen. He agreed ,so he went to Home Depot, he bought the two faucets and some supplies he needed to do the job. I'm not sure what all he bought but I do know it wasn't very much stuff. If I was to guess I guess he bought four or five shut offs couple pieces of plastic  pipe two faucets and I think that is possibly all he got. When he left for Home Depot, he said he only buys the best when it comes to faucets..I looked up the faucets on Home Depot and the ones he purchased didn't cost more than a little over $200 for both
  When he came back with the faucets and the small amount of supplies to do the job he started in the bathroom. He cut a large hole in my wall. He said he had to do that in order to get to the pipes. I said that was okay. BUT I t assumed  he would repair it, but it was.left opened.And then he fix the valve that was leaking. Then he came out to the kitchen and he put the new faucet on the kitchen. He never took any pipes or anything out of the kitchen in order to install it, like they stated that he did. Then he went into the bathroom and he installed the bathroom faucet. I still didn't see him take anything out from underneath the bathroom cabinet or replace anything underneath the cover. He got the faucet in bathroom and he explained to me that he could not connect the up and down stopper for the water to go in and out. It's not hooked up so I can't use it. After all the work was done, he quoted that there was one more paper that I had to sign ,but he forgot to bring it. So that night he called me up to ask me if he could bring it that night at 9:00. I said that would be fine. He never showed up. Instead he called again to tell me he had to work over and would I let him come at 7:30 the next morning I said yes, he never came . after I got to looking at my invoice for the work that was done. The invoice is outrageous so in a couple days after that I called his office in Cranberry  to talk to the manager. I talked to Charles, which I don't know his last name. I explained him what my concern was about the bill and I told him and I explained to him that it was way too much money for the job that he did. Charles said that I should have paid the invoice up front. His worker Jacob told me I didn't have to pay it up front. Plus I never got the finance paper to sign. I brought up about the emergency fee that they said they were going to charge me which was $89. Which nobody told me there was an emergency fee. They just told me that when the worker comes I have to pay him $89, if I don't hire him to do the work, and if I did hire him to do the work, he would reimburse the $89, off my bill. HE also said if I don't pay the bill,his helper don't get paid
  As I was looking at my statement I also noticed that they sign me up for an advantage plan, which was never even mentioned to me, but they put that on the bill also. That was $99. I asked Charles if I could have an itemized bill so I know what I'm paying for. He said they don't give itemized bills. Not too long after that I got an itemized bill ,and it's ridiculous I'm going to send pictures of my bill and also pictures of all the work that he put in, which is like about at the most, an hour and a half. They also stated that they don't charge by the hour but they charge by the job. And they charged me $182 and 22 cents for labor. I am a 70-year-old low income person that only receives $757 every month for Social Security. I explained this to Jacob the worker. He quoted that he gave me a break. I want to know where he gave me a break. When I was talking to Charles, the manager in Cranberry he threatened me and said I was going to go to the magistrate's office in Cranberry that day, if I didn't pay the bill. I never got a bill I got an invoice. So I let him know that I'm not paying this outrageous bill no matter what I signed. I didn't sign the main paper for the finances. I think this company is outrageous. And they like to take advantage of 70-year-old women that are single and on Social Security. I cannot afford this. I thought it would be more work, involved for that kind of money. I also talked to a manager, his name with d o n. I called him to talk to him about the situation, because he is higher up in the branch. He was very nice to me and understood everything I was telling him and he said he would talk to the people and try to make them happy and me happy and he would call me back the next day to tell me the results. The next day his attitude changed toward me and he sided in with the other three people ,that he was questioning about this problem. He did say he could take off $100 from the bill and would I be happy with that? I said absolutely not. And this is where it stands today I did turn them into BBB. And now I'm waiting for a call from the attorney General consumer office. So now it is in their hands and I'm just waiting to see what happens. I have got a hold of four different people from the company Charles Christie clay Ken and Don and none of them were willing to solve this problem. So I went further and I wrote a letter to BBB to let them know. And now like I said I'm just waiting for the outcome thank you
   
  Regards,
  
  ****** *******

  Business response

  08/01/2023

  Mr. Rooter has already offered a discount on top of performing over $1000 of services at no charge.  ****** ******* as not paid Mr. Rooter Plumbing anything at all to this point.  We have filed a civil complaint against ****** ******* and waiting for the hearing date.  We are unable to discount the work anymore than we already have.  ****** was aware of the pricing before any work was performed.  She signed a contract agreeing to those prices.  She also signed off stating all work was completed to her satisfaction.  She was given a 3 day right to cancel form which she signed.  I've tried to work with ******, as did Charles, Ken, and Christy, all with no success.

  Customer response

  08/01/2023

  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.
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  Regards,
  
  ****** *******

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had them replace a sewage line in 2012. It came with a lifetime warranty. I first called them the second week of this year because I was having a sewage backup in my basement. They came 5/22/23 to check out the situation. They told me they would return later in the week to correct the problem. After repeated phone calls to them because several weeks went by with no communication they finally came 6/14/23. They dug a 6 foot deep hole and placed the mountain of dirt on my front lawn and left their backhoe here. They haven’t returned since. I have made several phone calls asking when they would be coming back to complete the job and have gotten no response. Today 6/22/23 which is exactly 1 month since they came out to look at the issue and nothing has been completed. I called this morning 6/22/23 and asked when they would be coming back and got the same response I have gotten in the past which is that they will contact the excavation manager and he will get back to me. Then approximately 12:00 today (6/22/23) someone came and picked up the backhoe and left the 6 foot hole and the large pile of dirt in my front yard. I asked when they were going to be back to do the work and the guy picking up the backhoe said he has nothing to do with that. I then made a second call today letting them know that someone picked up the backhoe but didn’t complete the job and yet again I was told that the excavation manager will call me back. He still hasn’t called me. I believed the open 6 foot deep hole creates a safety hazard and worry that either an animal or a person might fall in the hole. I have never dealt with a company that didn’t return the following day to complete a job. I believe this is poor business practice and customer service and needs to be investigated by the BBB.

  Business response

  06/22/2023

  I spoke with all Mr. Rooter employees involved.  ****** ****** was informed that her building sewer system had some additional issues located under the house.  All previous work done by Mr. Rooter was outside the home.  We are honoring her warranty and replacing what we did back in 2012.  When our Underground specialist spoke with ******, she was unsure if she wanted to move forward with repairing the issues under the home.  We did get an answer today, Thursday, June 22, that she has decided not to move forward with the work.  We are now able to close up the hole as we will not need access to it any longer.  We will get this done as soon as possible.  We will have it completed no later than Friday June 30th.

  Customer response

  06/26/2023

  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.
  
  [On June 16, 2023 when the supervisor came to look at the initial work that was done I asked him if this repair should have solved my sewage back up in the basement.  I informed him that we were still having an issue and he then put a camera through the line and said that there was standing water in the line inside the house.   He said it would be $10,000 to replace the inside line.   I told him that I would talk it over with my husband and get back to him on Monday, June 19, 2023 only if we were going to move ahead with that repair.    This work has been left unfinished now for several weeks and the pile of dirt from the hole that was dug has been sitting on my front lawn since June14th when they initially dug the hole.  I would like for them to replace my lawn which has most likely died from the dirt sitting on it for almost 2 weeks now along with a bush they removed before digging the hole. ]
  
  Regards,
  
  ****** ******

  Customer response

  07/06/2023

  *** ******:
  
  On June 26, 2023 I responded to the company’s response to my complaint.   As of today, I haven’t heard anything from them nor has the job been completed.   They indicated in their initial response that the job would be completed by June 30th which obviously has not happened.  I really would like this matter taken care of as soon as possible.    The pile of dirt has been on my lawn since June 14th and has probably killed my lawn underneath as well as having a deep open hole in my front yard which is a safety hazard.     Not to mention that I initially called about this problem on May 19, 2023 for a sewage backup which was under warranty from them replacing my line in 2009.    I am completely frustrated with Mr. Rooter and the service I have received thus far.   There is no reason that this issue should have taken this long to complete.   Would you check into this matter and see where we stand in resolving this matter.   Thank you.
  
  
  ****** ****** ***** ********

  Business response

  08/14/2023

  I apologize for the delay in responding.  I had promised that the hole would be filled in by June 30th and that did not happen.  Mr. Rooter did not complete that until July 27th and I apologize for the delay.  It is my understanding that all work is now complete.  My management provided pictures of the yard after the hole was filled in.  

• Initial Complaint

  05/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Approximately May5 Sat. 23 Mr. Rooter came to my house to start the job for water line under house to curb replacement the estimate included replacement of the concrete they had to break up to replace lines in basement and on sidewalk with the proper cut in concrete they were supposed to replace all my dirt that was removed and at one point it was deep holes that anyone could be hurt in they left no caution tape around it until i kept calling about it my water pressure in bathroom sink not working right i mentioned that to Stephen and a couple of the workers, yet it was fine until they said they were supposedly starting to close up after piping put in, there is water squirting up through the spot in the basement where they broke up concrete to do new piping i have called about that they stood me up to check that the job was supposed to take 2-3 days stated by Stephen it has gone on for weeks they left working on my job to go to another which also prolong it and it is still not finished the invoice and pictures were never sent into insurance company so they denied the claim this has stressed me out very much and has caused me anguish this job is not even completed now my yard is messed up Stephen only put back 10% of my dirt concrete is not cut squirting water in basement little pressure in bathroom I am so stressed out and Stephen just kept making excuses for no showing to get things fixed and done I was very patient I feel that he took advantage of me with the price because there was no man here and taking his time finishing the job and Stephen stated that he was nit supposed to be laying the pipe because he was not a master plumber his Dad Bob was supposed to be doing it which is probably why the job is not correct and completed and he does not know how to conduct business however he knows how to rip off a women with a disabled daughter visiting her. I want some of the money refunded. And work completed and corrected everyone says that was too high and too long

• Initial Complaint

  04/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Starting December 12th 2022 Mr Rooter began installing a vent and trap in my sewer line in the front I’m my home. The excavation was ruffly 8X12 with a dept of 12ft. And a temporary pipe was installed the hole next to a busy sidewalk was left open with a yellow marking tape as the only public protection. I called a number of times asking when the project would be completed and the hole filled in. I was given a number of excuses with the most common an inspector wasn’t available. Along with my sewer being exposed to the elements so was my waterline. Having the coldest temperature of 2022 my waterline froze Christmas Eve and I spent Christmas morning 5am to 9am trying to thaw the line. My home is heated by hot water heating so it was imperative to find the blockage or risk damaging my furnace. It took another three weeks before mr rooter returned to complete the project. A total of five weeks. Upon completion and backfilling of the hole I was given contact information and mr rooter would bring me topsoil when I was ready because the hole was expected to sink. I have repeatedly called left my information which I was informed would be passed on. I have called and left messages on the contact persons cell phone and have not received a callback or if I will receive the topsoil that I was promised. It’s interesting that they advertise the companies trustworthiness and refuse to return calls while leaving customers in a compromising position.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 19th 2022, I hired Mr. Rooter to use a hydrojetter to remove a blockage from my backed up sewer line for my house. I payed $1021 for the service. They cleared the blockage in my system, however their hydrojetter became stuck in my sewer pipe when they tried to pull it out this reclogged my sewer pipe once more. The on-site technician told me that either I needed to pay an additional $7 to $5000 for their company to dig up and remove their device obstructing my pipe or if I couldn’t pay they would have to cut the line leading to the hydrojetter in my pipe and leave it there. I did not and still don’t have the means to pay for them to remove their device and repair any damage to my pipe. They cut the line and left the device, 1 week later my system has backed up again due to normal usage. I tried to have this matter resolved by speaking with their manager requesting that they at their own cost remove their hydrojetter from my sewer line so that I know longer have a clog in my pipe which is what I payed to have resolved originally but is still a problem, the only thing that’s changed is now my system is being obstructed by their device. The manger claimed with no actual proven evidence that his device getting stuck was my pipes fault for being supposedly damaged or installed improperly, therefore I should be the one to pay for the devices removal and the repairs to my line after removal. I discovered that they do not camera the pipe before sending a foreign object into the pipe for obstructions or possible damages that the hydrojetter could get stuck on, they claim that they wouldn’t be able to see anything anyways. Other plumbing companies camera the pipes they are going to work on so they know where the blockage is, what it consists of and what other obstructions may be an issue. I simply want the Mr. Rooter company to dig their device out of my pipe, repair the pipe, at no cost to me and give me a full refund for the $1021.

  Business response

  12/02/2022

  Mr. Rooter was out at Mr. ***** property and our jet hose is stuck in the line.  The reason we do not camera the line prior to jetting is due to the line being fulling charged with category 3 (Sewage) which you can't see through.  It would be similar to trying to look through a glass full of muddy water.  Drain lines are designed to be smooth so that nothing catches when going down them.  The only possible reason for our hose to be stuck is that the integrity of the pipe is not there, a separation in the line, roots which caused openings in the line, or any other malfunction of the drain system.  Mr. ***** was explained this during his conversation with our manager, Charles B***.  Charles also offered Mr. ***** an additional discount of $700 on top of applying his previous payments to the excavation that would resolve the drain issue.  The line will continue to have problems even if the hose somehow got removed.  The only solution to the clogged drain would be to repair the line by way of excavating and removing.  In some situations a pipe burst could work or a liner but it's our opinion that traditional digging would be the best method.  We are willing to apply all monies paid prior towards the cost of the excavation to repair the line.  I understand this is not what Mr. ***** is wanting as a solution but Mr. Rooter can't be held responsible for the integrity of his building sewage system.  

• Initial Complaint

  08/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My neighbor called MR ROOTER in Cranberry Twp, PA they came about 3 or 4 guys dug a hole in my property and cut 2 lines that were underground for my internet and phone and the other line was for my light post, the light kicked off when they cut the line. They could not complete the job so Cranberry Twp Municipality came to complete the job but did not tell them that they cut the lines so when Cranberry Twp completed the work my lines were still cut. I got the lines fixed and would like to get reimbursed for the damages that they cause me. I mailed the office the invoice and pictures, and a Don B*** a manager at Mr Rooter called me on July 1st and told me that he would have to talk with his manager and call me back I heard nothing. I called him on July 12th and left a voicemail message about the outcome and still did not hear anything. I mailed the something to their corporate headquarter to see if they can help me get my money for damages that they caused me. I am on Social Security Disability and the money I used to pay for the damages was supposed to be for my bills and now I am behind on them. Can you please help me

  Business response

  08/17/2022

  After further investigation we (Mr. Rooter) found that we did hit the underground lines.  I was originally told that we did not hit the line.  That response was from a manager at Mr. Rooter.  He was mistaken and didn't have all the info needed to answer.  I (Don B***) called Jeanne this morning and apologized for the misunderstanding.  I'm going to hand deliver a check in the amount of $630 today to Jeanne.  We apologize for the misunderstanding.

  Customer response

  08/17/2022

  
  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. 
  
  Regards,
  ****** *********

• Initial Complaint

  05/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Bathroom sink drain was leaking and we called Mr. Rooter Plumbing and the Plumber visited on 05/17/2022 around 3:00 pm. He looked at the sink drain plumbing and after 15-20 minutes said the leak was fixed, I gave a check for $89.00 and he left. But the leak was not fixed and it was still leaking When I started the flow. We called them again 0n 05/18/2022 and he came back around 2:00pm, He replaced the Drain assembly with a new one and in the process he disturbed the plumbing where drainage leaves the wall and it started leaking there. There was no leaking at that site before. He said the leak was fixed and when we checked we found the leak. He demanded payment of $348.14 and threatened to file a law suit if we did not pay up. We gave him a check and he left with out fixing the leak he had created, saying he is not responsible for that leakage. I demand he come back and fix the leak he has created or return the $89+$348.14=437.14 he has taken for the service.

  Business response

  05/19/2022

  ******* ******** contacted Mr. Rooter Plumbing on 5/17/22 at 9:09AM (Call recording attached) and requested an appointment for same day after 3pm.  She was informed that there was an $89 Dispatch Fee and that would be waived if they agreed to have any work done. Mr. Rooter's Plumber (* *****) arrived onsite at 3:10PM and after diagnosing the situation determined that the  customer didn't tighten the collar on the P trap all the way.  * ***** tightened the trap and let customer know that we would not charge them anything more than the $89 dispatch fee as the repair was simple and didn't take much time.  
  Customer called back next day, 5/18/22 stating that the leak started again.  We had our Plumber * *****, return to find out what's leaking.  After diagnosing he determined that the pop-up assembly was leaking and quoted price of 437.14 to remove and replace the pop up assembly.  * ***** also left an estimate to replace the P Trap and Install a new faucet and a separate estimate to just replace the P trap.  Customer accused * ***** of causing the P trap adapter to leak but that was an area that we didn't touch at all.  All * ***** did was replace the pop up assembly.  ******* agreed and signed the authorization to have pop up assembly replaced and decided not to have any additional work done..  After * ***** completed the work, Subramaniam (*******'s spouse) refused to pay for the services.  He then stated that this was Mr. Rooter's fault and they should not have to pay anything.  * ***** the involved his manager, Charles B***.  Customer tried everything not pay anything and after a long period of back in fourth conversations, Charles said that customer could either pay the amount they agreed and signed for or we would leave and pursue collections via the magistrate.  Customer did pay the amount of 348.14 via check as we credited the $89 dispatch fee from the previous day.  We've attached a video of the completed pop up assembly in working order, the call recording of *******'s original call into Mr. Rooter, and a couple pics of the ptrap and running water through the pop up assembly.
  We've tried working with this customer, doing the original repair for the cost of the dispatch fee and then we applied the $89 to the work done the day after, even though that is usually only applied if work is done same day.

  Customer response

  05/19/2022

  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.
  
  Those pictures were taken when the Faucet was not running and we still have leakage in two places and Mr. Rooter is lying.  I have attached a picture taken just now at 2:50pm05/19/2022 with a drop hanging inside the highlighted red square.
  
  Regards,
  
  *********** ******

  Business response

  05/20/2022

  We have video of the same pipe leaking, we are not saying that  it isn't.  We made you aware of that and gave you a price to replace the p trap and trap adapter.  You chose not to go with it.  The drain lines in your home are cast iron and have deteriorated which you can see from the picture you provided.  Mr. Rooter Plumbing did not cause your line to to corrode and lose its integrity.  Your pop up assembly is what Mr. Rooter was contracted to replace, and that has happened, and the leak no longer exists from the pop up assembly.  The leak you are referring to in the picture is an additional issue which you chose not to move forward with our estimate to fix that issue.  That is the estimate to replace the P Trap and Adapter.  The cost of that estimate was $428.17.  I've attached the estimate that was presented to you.

*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. ↩