Complaints

This profile includes complaints for Mr. Rooter Plumbing of Kamloops's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mr. Rooter Plumbing of Kamloops has 2 locations, listed below.

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  Mr. Rooter Plumbing of Kamloops

  A 752 E Athabasca Street Kamloops, BC V2H 1C9

• 

  Mr. Rooter Plumbing of Kamloops

  Unit 9 1139 12th Street Kamloops, BC V2B 7Z2

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:06/08/2024

  Type:Product 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 called and booked an appointment with Mr. ********************** to have someone come look as our floor drain in our home backed up. The lady called me back and advised it would be $300 for travel and $99 for the camera to come and look. I booked an appointment and pre-paid the $405. When the fellow arrived, he then told me it was actually another $550 for him to run the camera down our septic clean out to check for a blockage. (so about $1,000 for a 5 minute job) - I told him the booking lady said it was $99 - he said no, the ipad said it is $550 more - I had to cancel him on the spot. It should have been presented during the booking that the service call would be a minimum $1,000 (and I obviously would not have booked) but was led to believe it would be the $400 I paid initially, It appears they provide false information when booking and have the expectation homeowners will pay the outrageous extra amount once the worker shows up as they want answers to the problems. We ended up finding another company the next day who used the camera and the snake and cleared up the issue for $200 total. I don't want this to happen to anyone else.

  Business Response

  Date: 07/08/2024

  Per our first contact with ***, see attached phone call.  She was told there was a travel fee ($305).  She was also told there was a $99 dispatch fee.  *** had asked the pricing for the camera inspection but was told the technician would be the one to give her pricing as the office staff do not have access to pricing.
  
  We were able to go to the customer a day earlier in the afternoon.  On the second call we collected the travel and dispatch fee from the customer.  *** had asked if we could do repair the same day and we said we could unless it was a excavation.  We explained again that if she decided to go ahead with the work, the dispatch fee would be put towards the invoice total.
  We feel we have explained to the customer about the travel fee and diagnostic fee quite clearly.  We also explained to her on the first call that we could not give her a total of what it would cost as the service technician would have to go there, assess and then create an estimate on the work that needed to be completed.

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 22085433
  
  I am rejecting this response because: again as I have informed the business on a couple occasions, they are running a scam. A reputable company would have informed their potential clients of a 'minimum charge' for work to be done, or at least provided some options. $550 for a camera is so outrageous. I have called all the plumbing companies in *******, who also agree. Had I been property informed of the costs, there's no way I would have proceeded. It was a complete waste of everyone's time, and a rip off to my finances. Again, I am requested a refund.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/08/2024

  We disagree with **** response. There are no minimum charges, the only charges, as explained in the original phone call which was provided to the customer and to the ********************, was for travel and a dispatch fee to assess the situation, any additional required work would be a chargeable service which was agreed to over the phone, if the customer decided to go ahead with work at the time of the appointment, we would then apply the dispatch fee towards the invoice.

  
  We are not in control of what other plumbers charge so we cannot speak to that. Every customer is made aware of travel fees if needed and our dispatch fee.  This customer was told about these fees. We believe we are entitled to the travel fee as it took time, gas, mileage on our vehicles, etc. to reach the customer, who is not in ********************, but *******. The same goes for the dispatch fee.  We arrived, we assessed the issue and we created an estimate for the customer.

  
  The dispatch fee and diagnostic fee is for us to travel to her home, assess the issue and provide an accurate estimate on what it would cost to resolve the issue. We did our part; we arrived, we assessed,and the customer was given an estimate and chose not to go forward with the work. As such, we do not believe the customer should get a refund.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22085433
  
  I am rejecting this response because:

  What a joke - yes I wanted to pay $405 for a guy to come and stand in my driveway - and have me tell him our pipe is plugged, and have him turn around. He told me the camera is the cheapest thing you guys do - so yes that would be the minimum charge. Instead, I have paid for a guy to go for a drive - a complete waste of everyone's time and hard earned money.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/01/2024

  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.

  I had one of their *****Rooter plumbers come here from the Kamloops office. He was here for about 10 minutes, and ran the tap flush the toilet and ran the other tap in my bathtub for about 5 minutes, did not bring any tools or use any tools on anything. Did not fix the issue, or try to fix the issue. And was charged $287.70. I ended up having to fix it myself because I didn't want family coming over with my house stinking

  Business Response

  Date: 19/01/2024

  Upon booking the call, the customer was made aware of the weekend dispatch fee and the diagnostic fee upon arrival.  *** service technician was there for 30 minutes and determined that in order to locate where the smell is coming from, he would have to do a smoke test. We do not feel we have ripped the customer off in any way as we do have the customer sign upon agreeing to the work.

  Customer Answer

  Date: 19/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: nothing was done not even a diagnosis.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 19/01/2024

  The Service technician inspected the bathroom fixtures when he was there.  He also recommended resetting the toilet, which the customer did not want to proceed with.  The customer does not believe the issue came from the toilet so so he refused the option. The service technician went over possible causes that would make the odor.  We offered to perform a smoke test which would 100% solve the issue, but the customer did not want to pay the charges. Essentially the customer was getting knowledge of his plumbing system and how it worked. 

  Customer Answer

  Date: 19/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 19/01/2024

  I put in a brand new toilet and seal not even 4 months ago when I put a new flooring. It had nothing to do with the toilet, it was the vent on ******* I had to unclog, that was why I called you and spent $300 was for you to fix it. I pay you $300 and you do nothing and I still have to fix it. You have to really question your business here. You just sent someone over here and they did absolutely nothing for about 5 or 10 minutes, all he did was run a bit of water, and didn't diagnose or fix anything, or even try to. What kind of business are you running here. All I was told was it's going to cost $78 because it was a weekend call, nothing to do with charging me $287 and not fix the issue or even diagnose it.