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Business Profile

Plumber

Mr. Rooter Plumbing of Ottawa
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:20/12/2023

    Type:Order Issues
    Status:
    Resolved
    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.
    date of transaction Dec 20, 2023 requested dishwasher installation would not provide an estimate (even ballpark figure) over phone required $90 dispatch fee provided an estimate over 5 times what other companies were charging. I would call this price gouging since we felt like we were somewhat committed to the company based on paying the dispatch fee Definitely a very shady business practice

    Business Response

    Date: 21/12/2023

    Good morning, 

    My understanding is that our client has been in contact with a member of our team and has received the refund. 

    Please advise if this is not the case. 

    Regards 

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

     

    Customer Answer

    Date: 22/12/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. I'll accept their response (I should point out that I'm trusting them to provide the refund in the coming days). However, I would still like to point out that their business practice of charging for someone to provide an estimate in house when they could have at least provided a ball park figure (or range) for a very common task like installing a dishwasher is questionable to say the least. This wasted my time and stopped me from pursuing other companies who might have been available to do the job at close to market rate. A company charging 5 times the market rate is fine if they say that upfront on the phone and not charge the customer to be quoted an outrageous price. I suspect their business model relies on these pricey estimates (with no actual work being done) or they successfully "trap" the customer into agreeing to their very high prices on the spot. I don't consider this business model worthy of an A+ with the BBB

     

    Thanks

  • Initial Complaint

    Date:19/12/2022

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Mr Router visited my tenant, in my apartment, who is a very young consumer (~22 year old) due to a blocked toitlette. They needed to take up and then put back the toilette and quoted $828.97 + HST for this job that was accomplished in less than one hour by the technician. My tenant was unknowldegable buyer and the company took advantage of him. This is unfair business practice and price for this work and my tenant not knowingly accepted this as he felt pressured to resolve the situation that he never experienced before. The technician seemed honest, while the price was dishonest. I have called the customer service and requested that they deal with this situation and call me back with a resolution and a refund that will bring this pricing to down to level that is fair. Other would have charged $175 for service call and then another $100 for additional half an hour work, plus $25 in supplies making this a ~ $300+HST job. This company seems to be praying on the unknowledgeable buyer. * **** ** **** ****** * ********* ** *** ********* ********** ****** *** ********

    Business Response

    Date: 24/12/2022

    Good evening Mr ******, 

     

    I am sorry to hear that you are unhappy with the service we provided to Mr. ****** ***** and I would be happy to discuss it further when I return to the office on December 28th 2022 .

    Unfortunately we were unaware that you are the landlord as your tenant informed our dispatcher that he was the he was the financial decision maker. (Recording available)

    In addition when my technician provided your tenant with our free estimate prior to beginning any work, he again did not mentioned that your were the landlord. 

    I would be very happy to review all recording, date and time stamping of all events during our web meeting or phone call. 

    Hope you have a Merry Christmas. 

    Regards 



Mr. Rooter Plumbing of Ottawa is BBB Accredited.

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