ComplaintsforMr. Rooter Plumbing of Memphis

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to the business to diagnose and replace a sewer back up issue. The cost to diagnose the issue was to use a camera to see what was causing the clog. I paid $350 for that diagnostic camera use. The following are the issues:1. They will take $4100 upfront as advance and finish the work to satisfaction, charge the remain $4100 balance after providing me a video of the sewer line connecting to the city tap without clog and getting my approval before charging the card. After the fix was done my hall way bath had a clog and the work had to be completed the next day but I was charged the remaining $4100 for the balance for sewer line replacement and an additional $682 for the hall way clog without any estimate, invoice or pre-authorization. They have my credit card saved and I am concerned that they may use it in unauthorized means in the future.2. Second I was told the trench will be closed and they will wait for the first rain and then come back to close the trench. That has not happened and there is huge unsafe hole/trench in the yard and the company has not contacted me since I started complaining.I request that they provide a camera/video evidence of the sewer line connecting to the city tap, provide the reason behind the $682 charge to clear a clog that was cause because of the sewer line replacement or provide a refund for the same and finally, close the trench with out leaving a hole in the yard.

  

  Business response

  05/02/2024

   

  Please see attached photos and documentation for 1809 ******** Ave.  As you can tell from the attached the photos the work has been completed and the trench has been filled and grated. Additionally, we have issued a refund for $682.08. because it should have been included in our initial visit.

  Regards,

  *****

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr. ********************** is NOT a SUBJECT MATTER EXPERT when it comes to PLUMBING. I used them in past, trusted their work, and I called them for help again on my Cliffdale Property. I spent over $4,428 on water leak that was not discovered and repaired on my rental property on November 17, 2023. The water leak was later discovered by a contractor to remove mold in bathroom after Mr. ********************** claimed they repaired pipes that caused water leak. Sheetrock was removed around tub where water was leaking. He confirmed leak was coming from water line installed by Mr. ********************** in June 2022. During that time, water was leaking out of tub faucet and shower they changed the water lines to stop leaks. However, they neglected to ensure lines replaced were not leaking water. Water leaked overtime caused mold in the bathroom ceiling and walls. *** spent thousands of dollars on work they didnt fix over a year ago.I talked with manager regarding leak they never discovered and needed them to repair it, or Ill dispute the charges. He denied it wasnt part of their scope of work. I told him the only assessment they needed to do was to find a leak and fix it instead they replaced unnecessary pipes. He provided a picture of a leak that the technician took when he replaced other pipes. I asked why he didnt repair the leak. He didnt respond. NEGLIGENT, FRAUD, AND NO ACCOUNTABILITY!I texted ***, other manager who Ive been working with since beginning of problem to ensure he knows whats going on. He didnt respond about getting leak repaired. I also emailed Mr. ********************** regarding leak that was never discovered and repaired. I wanted to dispute the charges, or they come fix it by a given deadline. Again, no response. An email was received on January 24, 2024 to pay invoice by January 31, 2024. Otherwise, a lien will be on my property. They did not attempt to fix issue nor credit some of the money back. I wrote a review on google.com. An owner apologized and said he will investigate it (2weeks ago).

  Customer response

  01/25/2024

  Please see attached invoice for additional work to stop the water leak by ******** Home Improvement for $485 that was not repaired by Mr. *****************************

  

  Business response

  03/07/2024

  The repair completed on November 20th included the correction of a laundry line that had come apart and needed properly connecting so that wastewater would not continue to dump into the crawl space of the home. The crawl space within the home was flooded with water before we ever assessed and gave any estimates to repair this line. Dry Fast a separate company, was called to pump out the standing water. The mold and damage caused by the water existed before any repairs were done. When **************** called us in December, we had a supervisor and a technician to revisit the original repairs. The issues that the client is calling in regard to, are not within the same area of the original work. The leak in November is on a waste (soiled water) line system unlike the new issues which are on the water (clean water) line system. Though the two issues are unrelated, we did give a discounted, new estimate to complete additional unrelated repairs. It is possible that the leak could have been intermittent. However, we would have included the leaking water line issue in the original estimate to be repaired if it had been apparent on the clean water line system. We have included pictures of the condition of the area before we repaired it.

  Customer response

  03/14/2024

  My tenant stated that his water bill had gone up before and after Mr. ********************** replaced the sewage pipes in November 2023. He provided the water bills (attached)showing the water usage increased in November 2023 and December 2023.
  
  Additionally,Mr. ********************** stated that theres a leak in the water pipe before they replaced the sewage pipes but could not locate it until the water underneath the house dried off since they measured the water leakage of a quarter per hour. Could they provide this record?
  
  I asked and confirmed with ***, the manager specifically that the sewage pipes they replaced caused the leak and there are no more leaks after they left. However, trusting **** words costs me more money and time.
  
  My plumber discovered the water leak after they left. If Mr. ********************** had gone far enough underneath the house where the tub was then they would have also discovered the leak. They saw the sewage pipes leak and didnt mitigate the water leak.

  Customer response

  03/14/2024

   
  Complaint: 21195446
  
  I am rejecting this response because: My tenant stated that his water bill had gone up before and after Mr. ********************** replaced the sewage pipes in November 2023. He provided the water bills (attached) showing the water usage increased in November 2023 and December 2023.
  
  Additionally, Mr. ********************** stated that theres a leak in the water pipe before they replaced the sewage pipes but could not locate it until the water underneath the house dried off since they measured the water leakage of a quarter per hour. Could they provide this record?
  
  I asked and confirmed with ***, the manager specifically that the sewage pipes they replaced caused the leak and there are no more leaks after they left. However, trusting **** words costs me more money and time.
  
  My plumber discovered the water leak after they left. If Mr. ********************** had gone far enough underneath the house where the tub was then they would have also discovered the leak. They saw the sewage pipes leak and didnt mitigate the water leak.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/08/2024

  We thoroughly understand ******************** concern with the additional problems that were not detected at the time of the original repairs to the sewer line. However, we did complete the original repairs as agreed and attempted to give an estimate for any additional repairs. I will follow up with the owner and provide any additional information. 

• Initial Complaint

  10/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a concerning matter regarding the plumbing work recently completed by your company at *************************** Memphis, ** *****. Unfortunately, I have observed a significant issue related to the burial of the pipe, resulting in ground movement when vehicles drive near the pipe.The plumbing work conducted at the aforementioned location involved the installation of a clean out to have access to the main line. The clean out was intended to be buried in a manner that would ensure its safety and stability, allowing for normal adjacent vehicular traffic without any adverse effects on the underground infrastructure.However, regrettably, it has come to my attention that the clean out was not properly buried or secured according to industry standards and municipal regulations. The improper burial has led to movement of the clean out and the surrounding earth whenever a vehicle, particularly cars, drives close to the area. This situation poses a safety hazard and could potentially cause damage to the **** located in grounds adjacent to the clean out and other associated infrastructure.I would like to emphasize the importance of rectifying this issue promptly to ensure the safety of the surrounding environment and prevent any further damage. Therefore, I kindly request that your company take immediate action to rectify the improper burial of the pipe and stabilize it in a manner compliant with industry standards.If necessary, I would appreciate your prompt response to this matter and a commitment to address and rectify the issue within a reasonable timeframe. Please confirm in writing the actions your company plans to take to correct the improper burial of the clean out and ensure the safety and stability of the underground infrastructure.Thank you for your attention to this matter. I look forward to your prompt response and resolution.

  

  Business response

  10/19/2023

  We installed a clean out for ****************** on August 25, 2023. The installation of a clean out was necessary and agreed upon with our client. I have attached pictures showing our completed work and pictures reflecting tire marks, tracts which also include tire marks and a broken clean out. Mr. Rooter installs thousands of clean outs ensuring that our customers have proper access points. We stand behind every cleanout our team installs and are able to offer a substantial warranty. The pipe is buried sufficiently beneath the surface of the ground. The top of the clean out has 2-4 inches for access for clearing the drain. The area surrounding a clean out is filled and tamped down to secure the area. 

  ****************** had not completed payment agreed upon before installation and requested a complimentary pipe cleaning. Upon arrival at his home to perform this work, we identified and addressed that the clean out had been destroyed. He then demanded that we repair replace the clean out at no charge to him. We are requesting that before any repair of the clean out that has clearly been struck by a moving vehicle be paid in full. Upon payment we are glad to discuss options for a repair.

  

  Business response

  10/19/2023

  Additional pictures 

  Customer response

  10/19/2023

   
  Complaint: 20734399
  
  I am rejecting this response because as the business showed in their own pictures, the ground was not tamped out currently. Consequently, the earth moved when the car drove in the adjacent area causing the pipe to move. The ground is so loose that the earth is moving even close to the house. Also, I have not request any complementary clean. The initial job scope was for this company to jet the sewage pipe lines after the repair was completed. More so because they broke the main water line when they were repairing the main sewage line and a significant amount of dirt/mud went inside. So far, the business have not completed the initial scope of work and their failure to tamp out the floor correctly caused more damage. 
  
  Sincerely,
  
  ***************************

  

  Business response

  11/17/2023

  I have submitted pictures and responded to this complaint....I can see the pictures in the files I uploaded. Not sure what has caused us to receive this info again. But I am glad to bring us all up to the current status. The customer agreed that someone other than Mr. ********************** was responsible for his clean out being ran over/struck by a moving object after Mr. ********************** completed a successful repair at his home. He had the damage repaired and as agreed we returned to run the drain clearing equipment threw the clean out--providing him with additional services at no cost to him. The customer has completed payment on the original repair. If we can do anything for our client in the future, we are available!

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A month ago, my septic tank backed up very badly and we had no water so I called Mr *********************** ***** came out and was VERY nice and helpful. He remembered the problem from the last time ( 1 yr ago) and called field manager **** out to access. He explained the situation to **** and asked him to run a camera to check from the house to the tank. **** told me that it appeared that the pipe was completely broke down under the ground. He gave me a quote of $3,539.81. I told him to proceed, We scheduled a date for him to come out with a crew, and **** to get started that was 2 days later. **** stated that they would just fill the hole back up but that he would bring a rep from Mr ******** to give me a quote on redoing the garden that was being torn up. They came Friday 18th of Nov. and **** stated it would likely take around 4 hours to complete. The crew arrived with **** and I asked were **** was. He said he wasn't coming. They proceeded to dig up the garden, and the pipe was completely together and NOT broken. **** called **** and told him what was happening and that the pipe was not broke like he said it was. They opened the underground septic portion and being confused as to what it was and found that it was FULL. I was told several things by Mr ********************** that were incorrect about the septic issue! I called the city out and they pumped the septic and the Mr ********************** crew just hung around for a couple of hours. I had to put 50% to schedule to appt, which was $1769.90. My yard is still dug up and they only gave me a refund of $370.80. After talking to **** several times he stated they are charging me for the dig at an hourly rate, charging me for their guys standing around for 3 hours, not to mention it didnt even have to be dug up to begin with. Now Im out a lot of money for nothing and have to redo an entire garden once I can find someone to fill the ridiculous hole back up with my water line being exposed to the cold temps before that breaks. Its their mistake.

  

  Business response

  02/09/2023

  The service team arrived at ****************** home to access and resolve issues with her sewer being backed up. The existing problem is caused by the pump station being unleveled and is not removing the solids and liquids properly causing the sewer to back up into the home. This diagnosis could not be established until we exposed the pipe.  Once the digging was completed, we showed ****************** along with explaining the issues with the grinding pump to the city who was on site after we exposed the pipe. The city being responsible for the functioning of the grinding pump, then pumped out the septic tank. This issue has continued, we were called out on January 28th-I records will reflect this-after the city had again pumped the tank due to it filling up. *****, at no charge cabled the main exit line under the home clearing the obstruction. We could not do the work that was originally quoted, but  have since assisted ****************** at no additional charge to ensure that she would have properly working plumbing. The down payment she made with the exception of the refund went toward the exposing of the pipe-in ground, and the clearing of the obstruction which was necessary after the city pumped out the tank. Of course, we have not received any calls form our customer stating that she was dissatisfied with the conclusion of the original diagnosis. We have cleared the line at least twice since the diagnosis was given at no cost.  The cost is $515.30...which again we have not charged *******************  The existing problems with her septic system/grinding pump is due to the original installation of the pump and has nothing to do with any work Mr. ********************** has performed on ********************** property. We have only attempted to help with this problem. 

  Customer response

  02/16/2023

   
  Complaint: 18611098
  
  I am rejecting this response because:
  First, since the diagnosis of the problem Mr. ********************** has only come once to clear the line and that was after this complaint was filed not before. The first time the line was cleared was a couple days before the pipe was dug up and it was done at no cost because I was paying for work to be done that was diagnosed as a broken pipe. We didnt have yall dig up our yard to figure out the problem, it was after finding out is was not broken that the other diagnosis was given. My complaint isnt with clearing the line or ***** who is the only reason I called after the complaint was filed because I like him and he is good. My major issue is being charged $350 an hour for digging up my yard which only took maybe an hour and the rest of the time they were sitting there not at my request, plus just leaving my yard with a huge hole in it. **** didnt even come out here once ***** called and told him the pipe wasnt broke. He has promised several things and never comes through on getting me quotes etc. We called several times about the charge and I didnt mind paying for the digging but **** just to dig a hole and leave it is a bit much, especially since it was for a diagnosed broke pipe that wasnt broke. Now justifying charging me that much for that after the fact because you cleared the line at a later date is a bit disingenuous. Thank you for taking the time to address my complaint. 
  Sincerely,
  
  *****************************

• Initial Complaint

  05/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this company out to fix a plumbing issue. Upon arrival the plumber looked at my situation and worked up 3 price quotes. He kept trying to get me to pay $4,000.00 to fix the issue but I told him I didn't have that type of money. He then told me he was gonna do something else that was cheaper. I was charged $516.00 and the problem was still not fixed. I had to call another plumber who had the problem fixed in 30 minutes. I contacted Mr.Rooter to get a refund fir services not rendered and I keep getting the run around. The company keep telling me someone will return my call but no one does. I have called them several times.

  

  Business response

  06/07/2022

  We value the perspective of every client and want to work together to resolve every issue or concern. Though the customer did not make us aware that there had been an issue with the repair...we agreed to refund half of the invoice which satisfied the client.

• Initial Complaint

  08/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Invoice ******** paid in full 12/18/2020, was an overcharge for $2,037. Contacted company 12/21/20 to address: Additional Labor For Work Under House $582.00, Additional Labor for Work in Ground $1445.00. Neither provided, no one went through floor or dug under slab. Called 12/21/20, was told only GM **** could assist, message being given to GM. No call-back.Called 12/29/20, was told GM was out sick. GM will then be on vacation. No call-back. Called 1/22/21. Told my messages have been given to GM but she has been busy, maybe messages may have been lost, she would reprint invoice, deliver to GM across hall. No call-back. Called 2/8/21, no call-back. Called 3/1/21, told GM has been busy. Called 4/7/21, no call-back. Called 4/29/21, told GM given every message. I contacted bank to see if was credited and I was unaware. No credit. Emailed plumber that did the invoice via email on his card 6/3/21, was kicked back. Disputing only $2037 of $7028.15 total and GM has not adjusted/refunded.

  

  Business response

  01/05/2022

  Business Response /* (1000, 12, 2021/10/05) */ As requested Ms. ********* did request that a refund be made for work that she felt was not completed. Upon that request we scheduled our Tech Manager who manages all work assigned to the plumbers to audit all the work listed on the invoice. After going through the details of the invoice and visiting the home, the manager resolved and explained in detail that all work had been completed as agreed upon in the invoice to Ms. *********. Consumer Response /* (3000, 14, 2021/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is 100% inaccurate and dishonest. Which tech manager walked me through the end of the job and reviewed the final invoice and showed where someone went through the floor and under the house with a concrete slab? On what date? Show me where someone jackhammered through the concrete slab and burrowed under the house. No one worked under the house or in the ground. All services were above-ground - kitchen sink pipe, laundry room re-route, copper pipe above hot water tank. Plumber found the leak behind kitchen cabinet and he repaired it. I called the following business day after receiving the receipt and was ignored for eight months by the GM as I was told only she could address. I was told by support staff that she was out sick, on vacation, too busy, or received no response at all. Why did it take eight months to respond, and only then through BBB? Because the company knows this work did not happen. Be professional and come to my home and show me this was done. I paid the balance in full, not knowing I was charged over $2,000 for two services not provided as they were not needed. I learned this once I received the final paid invoice. I reviewed the receipt and was shocked to see the exorbitant overcharge and called the next business date. I do expect this to be rectified and am quite shocked this is happening, from a company that purports itself to be professional, ethical, and honest. I do not accept the GM's response. Business Response /* (4000, 16, 2021/10/19) */ I have spoken with each manager that assisted with the customer's concern. As the GM...certainly there are issues that are sent to me when there is not an agreeable solution. If the customer requested me...that was not relayed to me as the technical manager was assisting the customer with the invoice. Our apologies as there obviously has been some length of miscommunication or misunderstanding. As should have been explained and understood...the work inground turned into the work inside of the customer's wall as the team that arrived to complete the work found that all of the work could be done from creating access in the walls instead of busting open the floor. It is the goal to find the least compromising way to the customers home, in completing every repair. The task listed on the invoice for additional work in ground included the return necessary to complete the project after waiting for Ms. *********'s cabinets to be reinstalled. However, the task on the invoice had not been adjusted accurately to define the work. Instead, it remained as an in ground task. We are adjusting/removing this task and refunding $582-which is the total of the task listed. Still...the tech manager verified upon his visit to the home that all work on the invoice was in fact completed. The task was not updated to reflect that the scope of work could be accessed and completed through going through the walls instead of the floor. The customer will see and adjustment to her visa for this amount. Thank you

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