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:08/08/2024

  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.

  2/20/2024 Master Rooter came to assess why toilet was leaking. They showed when the toilet was flushed water leaked to the side. I had never seen that happen before. Claimed it was due to ****** being below tile level. (I have since learned by 2 professionals that is what it should be.) (The day before ************* said my toilet needed no major repairs.) The toilet itself was not the problem. My bathroom walls were scanned for humidity showing is was too high and it was a health hazard, There were no signs of mold nor odor but I was convinced this was an emergency and needed to be dealt with. ***** forced me to quickly sign a contract and pay $7000 for work to begin. I was told that would be my only portion except for insurance deductible, which they would absorb $1000 of. A balance of $16,778 would be covered by insurance. My insurance has only paid a portion of the restoration. The insurance paid about $2,553.14 toward plumbing which included resetting toilet that was done by another company. I have paid many thousands of dollars to restore the bathrooms, that have yet to be finished. The quality or most of their work, except for cement repair is ok. Now I have been told Master Rooter will sue me if I don't pay the balance.

  Business Response

  Date: 08/12/2024

  Customer needed work done and signed an invoice for $23,389.00. Mater Rooter agreed to help and facilitate and reimbursement of any or part of this customer's home insurance. Customer was paid a portion by home owner's insurance however, has made no additional payments beyond the initial down payment towards the balance. Master Rooter attempted to contact and communicate with customer regarding outstanding balance. Customer has refused any communication and refused to pay any additional amount owed. Customer now has undertaken a campaign of bad reviews on multiple platforms in an attempt to extort Master Rooter into forgiven the balance owed by customer. 

  Customer Answer

  Date: 11/05/2024

  Until the other day when I received a letter from Stone Canyon Law representing Master Rooter, I had NOT received any communication from this company directly since shortly after the job was completed. Since my insurance company has been very poor in responding to me, I had assumed they paid money directly to Master Rooter as they did to the sister company Copper State.  I did hear indirectly from Anji's list that Master Rooter was going to sue me. ***** had assured me at the time I signed the document that my portion of the bill would be the $7000 I paid upfront. The balance would be paid by my insurance. I was not aware that ******** only pays for what is done inside the home. The small amount the insurance paid was used for the restoration of the 2 bathrooms. $24,500 was paid to restore my bathrooms to include the $7000 paid to Master Rooter. 
  
  From the beginning I was told by both ***** and *** ***** not to talk to the adjuster as the adjuster would twist my words and not pay the claim. ***, from ************ a sister company, had tested my humidity in both bathrooms. He made me believe the air in the bathrooms was an extreme health hazard and needed to be dealt with. There was no sign of mildew, odor or mold in the guest bathrooms. ***** insisted the master bath also be checked out, although I had not any complaints about the master bath. ***** claimed my ****** was the cause of the problems as it was below the level of the tile. MY guest bathroom toilet was replace 3.5 years prior and the repair person did not find a problem with the ****** then. I have learned from 3 professionals that the ****** is supposed to be below the level of the tile. Thus I didn't need to have the bathrooms gutted. In addition I have learned from another professional in addition to ********************* that there was nothing wrong with my guest bathroom toilet. It is a design flaw. The water looks likes it is going down when it is balancing out. In addition Master Rooter did not reinstall my toilets. ( Reinstalling the toilet was part of the $7000) *************** did and I am still using the same toilets as before. I have a text from the last plumber that explains the design flaw of the toilet.
  
  In addition the repair of my patio cement was not done properly and will need to be repaired.
  
  I do believe I was scammed. The men took advantage of my living alone and making me feel this was an urgent situation. Telling me not to talk to the insurance adjuster should have been a red flag. Had I been given time to think I would most likely not have done the repair with Master Rooter, unless if it was deemed necessary,  but chosen someone authorized by my insurance company. (I have talked to the  ROC and they said this situation of taking advantage of a single woman is very very common.)  
  
  My resolution request would be to have a major adjustment to the bill as I can't afford to pay the $19,030 and the insurance company will not pay any more money. If the bill has a major reduction I will stop the bad reviews. 

  Business Response

  Date: 11/06/2024

  We have responded to your slander and false accusations on every platform you have posted on. 
  You have been shown to be making false statements.

  You kept money paid to you by insurance for Master Rooter. You are in breach of your contract. You are trying to extort us by refusing to stop your libelist claims unless we forgive the amount you owe. Your ROC claim was dismissed and found to be without merit. 
  

   

  Customer Answer

  Date: 11/07/2024

  My statements were not false. I sent a copy of the plumbers  communication to show the toilet had a design flaw. I did have other companies reinstall the toilets. I was recently told the money I received from the insurance company was only $4,000 for the bathrooms plumbing. I was told it was rest was to be used for restoration of my bathrooms. $24,500 has been paid to put bathrooms back together, including the $7,000 paid directly to ***** from Master Rooter. I have been told by 3 companies that the ****** should be below tile level and the current installation of the toilets were done that way.  The *** did not help me as Master Rooter did the plumbing job. They only help if job done incorrectly. (Although cement portion was done poorly.)

  I now have new claim adjuster who is currently investigating what should have been paid to me. To his surprise he stated. 'What is with AZ that you have problems with plumbers'. He has received information from another person covered by the same insurance company with a very similar situation as myself. An hour later he called back to say that person was using Master Rooter and Copper State. I wonder how many other people have the same situation. The Atty ******* won't help a single party perhaps they will open a case with multiple parties.

  I did not ask to have bill erased just greatly reduced. I will pay the $4,000 to Master Rooter if that will solve the problem. ***** told me that the balance of the bill would be covered by my insurance. 

• Initial Complaint

  Date:01/22/2023

  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.

  On 1/22/2023 I contacted Master Rooters Plumbing and spoke to ****, I explained to her my situation and that I am a renter. I explained to her that I saw the $39 special online, she stated it depended on the type of clog we had. She sent out ****** and basically he stated he ran a snake through the toilet and realized that it didnt work, he had already charged us the $230.I was beyond upset how do you charge someone and not do what you promised to do. He then stated that if we payed another $285 then he would complete the job!!! So he basically robbed us of $230 then demanded $285. When I explained to him that we paid him for him to just look at the toilet and basically didnt do anything, he packed up all his things and said well my work here is done and left!! I called to speak to **** to explain the situation and she said she would have a supervisor call and hung upI still havent received a call and they charged my card twice!!!

  Business Response

  Date: 01/25/2023

  Customer called for a clogged toilet, the customer signed for an approval of work for $225.00, and the invoice clearly states that the person signing has the legal authority to make decisions for the property. The approval signed by the customer also clearly states that "this is an attempt" making it clear that there is no guarantee that this will work.

  When this did not correct the situation, we quoted to continue with the next step and the customer declined.  When we offered to perform the next step for the customer complimentary as a courtesy to her as the homeowner, she informed us that she was not the homeowner.  We then spoke to the property owner who stated that he would not approve any work that had to be paid for because he has a property manager to make those decision and they have a plumber. We spoke to the property manager who declined any further work. While we do empathize with the person who filed the complaint, we were very clear in both writing and verbally that this is an attempt, not a guarantee. Moreover, we may have been able to provide that customer solutions had we known the facts up front as opposed to the falsehoods that where delivered.  Unfortunately, as with any business there is still a charge even if the result desired is not achieved. or