Complaints

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:03/08/2022

  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.

  Called and hired Mr.Rooter to fix a leak in my ceiling from upstairs bathroom. They cut open ceiling and said"it is definitely not the shower so its the toilet. They changed the toilet and any piping leading to the ceiling. I paid and they said it was fixed. Well there is still a leak. I called them back. They came, cut my ceiling again. Charged $293.00 and then said it's probably from the shower and tub but they don't do that type of repair. They said to "call another contractor " So I have a hole in my ceiling again They charged $293.00 for the diagnostic and never fixed what I originally asked and paid them to fix. I called and they said the operations manager would call me back. He did not

  Business Response

  Date: 08/09/2022

  Business Response /* (1000, 9, 2022/08/26) */ Just so you know, I did talk to Mr. **** ******* on August 5th 2022. He is not an easy person to talk to. Our initial call to the customers house on June 16/2022 was for a leak in the ceiling. They found a ABS toilet drain pipe leaking in the ceiling. We had 2 plumbers on site, *** and **** who have both been with our company for many years. Mr. *******, had 2 men on the job site who our plumbers thought were related to him. When our plumbers diagnosed the problem, they showed the 2 men who were at the house where the cracked 3"ABS pipe was leaking. They demonstrated to them that every time the toilet was flushed water would be coming from the cracked section of pipe in the ceiling. After the work had been completed the toilet was flushed multiple times and no leaks were found! Customer paid for this invoice. The customer also got someone to fix and paint the drywall in the ceiling after we had completed our work. On July 20, 2022, the customer called us back because he had another leak in the same spot. It wasn't dripping this time around like it was the first time, the drywall was only wet. In order to diagnose the problem, our plumbers had to open up the ceiling once again test the plumbing in the upstairs bathroom. They found all the plumbing pipes were dry and leak free meaning the original work they had done had corrected the original problem. Due to the fact we could not find a leak coming from the plumbing we took a close look at the tub and shower walls, and found that the seal all around the tiles and the tub was in poor condition and that's probably where the leak was coming from. Also the hose for the hand held shower was broken and spraying water all over when in use. We charged once again to open up the ceiling as this was not a warranty call. The leak in the ceiling was completely a non plumbing issue. I tried explaining that these were two separate issues because if there was a leak coming from the tub and shower area the same time as the toilet drain pipe leak it just wouldn't stop over the course of a month and then re-start again after a month. I have offered to give Mr. **** ******* a full refund for the second service call, but he is very unreasonable and also wants us to pay for the repair of the ceiling, which he said he would get some estimates. On August 16th Mr. ******* sent us an e-mail stating that he got an estimate for $200 plus taxes to repair his ceiling in which he expects us to pay! I was not in the office at that time, but we replied to Mr. ******* stating that I would contact him on my return to the office the following week. In good faith, even though the 2nd call for the leak in the ceiling was not a result of faulty work and ended up not being even a plumbing issue, we offered to give Mr. ******* a full refund for the second service call which was a charge based on opening up the ceiling and locating the leak. We are not willing to pay for repairing the drywall because we would never have been able to diagnose the problem without doing so. And, all customers are advised that our company is not responsible for repairing the drywall for obvious reasons. We are a plumbing company not a drywall company. Yesterday on my return I tried calling Mr. ******* and got his voice mail. I left him a message to call me back. I also made a call to BBB - ******* ** and tried explaining the entire situation, but I was told to put it into an e-mail. I truly hope this information helps! What are your thoughts? Have a great day!