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:11/21/2024

  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 wrote BBB months ago about this issue, and shortly afterward I looked up Mr. Rooter to see if my complaint was on file, but read that the file on Mr. Rooter was being updated. Now it's months even later, and Mr. Rooter's file is still being updated. I was royally cheated in February of this year. All that was necessary was to clear out my sewer line. First they said they had to pull a toilet to clear the line. (They could have gone down the line from the roof I later learned.) They said the line was blocked under the kitchen floor and it would cost some $800 or $900 to unblock. Then they said special equipment was needed and it would be much more expensive. They dug up an area near my kitchen window to do this cleanout. I saw nothing that warranted their action. I asked they check the remainder of the line to the street and was told there was a fix near the street that was done improperly and would require digging in the street to fix. They charged me $6500 for unclogging my line and digging two holes. They wanted an additional $13,000 to dig up the street. I had the city check the line and in the end the city said there was nothing wrong in the street. Still $6500 to clear a clogged line is very much out of line. In retrospect I should have told them to go away, but I needed functioning water and drainage and the sales pressure made me believe them. The public should be made aware of their poor business practices and I should be refunded a very large part of what I paid them. Thank you.

  

  Business Response

  Date: 11/22/2024

  Hello, 

  There was actually a lot more work that needed to be done and that we actually did there including descaling and digging to access the sewer line itself. We have the invoice with all of the customers signatures approving all work that we have performed, Customer approved signatures, Pictures of work performed.

  Please let me know if you need a copy of the invoice and all approval signatures from the customer,

  Thank you! 

  

  Business Response

  Date: 11/26/2024

  Customer has copies of everything she agreed and signed off on! We do not proceed with any work without signatures of approval!  

  Customer Answer

  Date: 11/28/2024

  What I said in my last communication was that on the day Mr. Rooter was here, the salesman had an iPad on which he recorded this and that.  Prices constantly changed and I had no copies while all these changes were happening.  I had to sign off in order for them to do anything at all, but I did not have copies myself.  The only copies were on his tablet.  For the sake of reasonability, consider several hours one day, two holes dug not the entire sewer line from house to street, and they charge $6500.  There I am, an 80 year old unable to run any water in the house.  There they are taking complete advantage.  And then pushing me really hard to buy into a $13,000 bill for digging up the street.  They gouged me and I want the review on file so they can't do the same to other unsuspecting citizens.

• Initial Complaint

  Date:01/29/2024

  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.

  On 10/22/15, I paid Mr Rooter $6,169.57 to repair/replace sewer line under the driveway, backfill, and replace concrete. (attached invoice states “All work will be warrantied for 15 years.”) In Jan 22, 2024, I was notified by Rick Mendoza, Oro Valley Code Compliance officer, that the clean out, which was installed in Oct 2015, is in violation of city code and no permits were pulled to do the job in 2015. He stated Oro Valley was repairing neighborhood sidewalks when the engineers noticed the code violation. I called Mr Rooter and requested a copy of the invoice. Robert came to my house on 1/24/24. Rick Mendoza came to my home during Robert’s visit. Robert took pics & stated the work wasnt done to standard & was in violation of code. He verified no permits were pulled. Robert stated the clean out needed to be removed, sidewalk leveled to code, and 1 1/2 slabs of concrete driveway needed to be removed & repoured as the driveway was sinking due to dirt not being compacted correctly during the original work. Robert stated Mr Rooter had changed owners 2 times since 2015 & the current owner is Neighborly in Waco, TX. He stated he was unsure if they would cover the issue as the work was done under a different ROC#. He stated he would go into the office to see what he could do & call Cory. On 1/25/24, Robert called to inform me they would be unable to fix the issue. However, he agreed to cap the clean out, repour the sidewalk to code and run a camera through the pipes to ensure their integrity on Wednesday, 1/31. On 1/26/25, Shiloh, GM of Mr Rooter, called to tell me they weren't able to do any work as Neighborly told them “no”. He told me to contact Cory Harding for repair. The co-owner/operator in 2015 was Cory Harding MRTC Inc. ROC #254104. Cory Harding is listed on the current ROC# 339749 for Mr. Rooter as “Qualifying Partner” and has an active license. The only phone number listed on ROC website for Cory is 520-448-2253, Mr. Rooter’s number

  

  Business Response

  Date: 02/05/2024

  Good Afternoon, We Have Talked with ******* ****** and explained to her that this situation is from two owners ago under a completely different license. Which is listed on that same documentation sent. We would love to help out in anyway we can but unfortunately the warranty that was listed was from a completely different ownership group and different ROC#  

  Customer Answer

  Date: 02/06/2024

  The receipt previously submitted shows ROC#339749.  This is the current Mr. Rooter ROC#.  It is dated October 2015. 

  The owner in 2015 was Cory Harding.  When I spoke to Shiloh at Mr. Rooter, he directed me to go to the owner in 2015 for warranty work. 

  I contacted Arizona Registrar of Contractors for contact information on Cory Harding.  The website shows Cory Harding is listed on the current ROC#339749 for Mr. Rooter.  Cory Harding has an active license and is listed as a "Qualifying Partner" for Mr. Rooter.  The phone number listed for Cory Harding is 520-4848-2253.  This is Mr. Rooter's phone number.  

  Since Cory Harding is an active license holder and partner under the current ROC#, Mr. Rooter should bear responsibility for warranty work.  

  

  Business Response

  Date: 02/06/2024

  No, The old ROC# That that business was ran through was 254104. That was a completely different ROC# Than what we are currently licensed under!  All Warranty's were given under that old number which is not what we are currently running under as of now!

  Customer Answer

  Date: 02/06/2024

  Cory Harding is an Active license holder and Qualifying Partner under Mr. Rooter ROC#339749.  According to the Arizona Registrar of Contractors the current contact information for Cory Harding is Mr. Rooter at 520-448-2253.   

  
  Both the company name and active status of Cory Harding as co-owner/qualifying partner are connected to both the old and new ROC#s.

  
  Given this current relationship between Cory Harding and Mr. Rooter sharing the same ROC# 339749, Mr. Rooter should complete the warranty work.  

  
  I, as the customer, should not be liable for this work when Cory Harding and Mr. Rooter are currently in partnership.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  6/7/23 Run camera on rain gutters $335.00 I would like to report that this amount should have resulted in a better way to find our drain problem. I received a copy of the video, as I asked for a copy, and it really shows very little. I think this company really should have given us a better quality video for the price we paid. They then quoted us over $1000. to fix the problem. Based on what, hopefully not the camera video.

• Initial Complaint

  Date:03/22/2023

  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.

  Early in February 2023, I contacted Mr. Rooter of Tucson to help investigate a potential water leak on our property. A tech (Jose) did come out on Feb. 2nd to review all potential suspects, but could not immediately find the issue. Jose recommended a pressure/leak detection service through Mr. Rooter at a cost of $450. I agreed and the service was scheduled for Sunday, Feb. 5th. Two techs arrived on the 5th, ran a pressure test, and did find the leak which was a broken pipe buried in our yard leading to our water softener. I was provided a quote of $600 to cut that line from the main, which included routing the piping back into the main water line to the house, a new PRV, and a gate valve. The following day, I received a finalized quote for $650 which did not include the PRV or gate valve. This quote was already signed for approval, but not by me. I questioned this with the tech who then told me the PRV and gate valve replacement would be an additional $520 or a total of $1,170. This was far exceeding what I was quoted in person on the 5th. I responded letting them know I wanted to proceed with the original verbal quote. A tech arrived on the 7th, who cut off a pipe and installed a 7" loop (effectively cutting off the original leak), and then left the property. A TEXT of an invoice for the work was sent which has two signatures on it that are not mine. When I arrived home, I found the loop but no PRV or gate valve. The old gate valve was left leaking. When I requested to speak with someone that day, I was told someone would get back to me. I reached out again on the 13th, and was told by Robert "I'm on a job right now I will get a hold of you in an hour or two". As of this writing, March 22nd., I've reached out three additional times since the 13th and have received no response or contact from a supervisor or tech. No invoice was sent to my home or e-mail until I made a request for one in writing. An e-mail copy was received on March 13th.

  

  Business Response

  Date: 03/24/2023

  We have honored our scope of work based on our invoice and conversation with Mr. Bilkey, No where on our invoice does it state we would provide a new PRV or Gate Valve replacement. We had talked about many options but the homeowner only wanted to cap the softer loop line which is the only charge we billed and the leak detection services that we also provided. I am not sure why Mr. Bilkey refuses to pay for the work rendered under our contract. We are not going to install the PRV or Gate valve that Mr. Bilkey did not want to be quoted or proceed with that part of the job, so it was not provided for him. The only legal and binding contract was the 450 for the leak detection that was provided and the 600 to bypass and cap of the softer system which was also provided. Mr. Bilkey has not paid and refuses to pay his bill for services rendered. We have done our part and solved his immediate issue and helped him turn his water back on and get them back to normal. which we did on time and provided weekend leak detections services etc. We just want to get paid for services  rendered per our contractual agreement. 

  Customer Answer

  Date: 03/29/2023

  This response does not provide a solution to the problem.  I still have a leaking gate valve left by your tech.  A plumber should not leave a job with a leak still present.  A solution to that problem should have been provided on the day.  That did not happen. Further, my signatures are not present on the invoice I had to request.  I was not in acceptance of the work.  Someone from your team signed in both places, which to me feels fraudulent.

  Additionally, I did try to pay at least the pressure test portion of the bill.  I was told an accountant would call.  That did not happen.  I have made no less than 4 calls to the business requesting information, a call back from a supervisor, and the last call regarding payment. I’ve received no calls back at any time.

• Initial Complaint

  Date:03/09/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  A pipe broke outside of my home on 3/7/23. I contacted Mr. Rooter and Jake was dispatched to my home. He called before arriving and stated that they do not have a dispatch fee. When Jake arrived at the home, he located the break, called me and said for him to investigate the leak to quote a repair it would be a cost of $350 dollars that would be applied to any repairs. I agreed to this charge. Jake then called me and said that the PVC pipe had broke in the past and had been improperly repaired. He stated it would require extensive excavation (hours of labor) and extensive supplies, his quote to fix was $1579.50, I agreed to pay half down, $789.75. Jake commented that he may not be the plumber completing the work but it would be fixed asap the next day. On 3/8/2023 Wayne, the plumber dispatched by Jake called me asking what should be repaired. I referenced the work order from the previous evening, he mentioned it did not contain details but he knew their was a pipe to be fixed. Wayne called back within 30 minutes saying it had been fixed, he forgot to bring epoxy with him that's why it took so long. Specific details. The house is under security surveillance. These is the exact times lines of events. March 7 - 8:20pm MT: Jake arrives on site, investigates leak - 9:20pm MT: Jake leaves site 1 hour of labor March 8 - 2:33pm: Wayne arrives on site - 2:48pm: text from Wayne that he's all finished, security camera confirms his truck is gone I call Wayne to ask how he did the work so quickly and he said all that needed to be done is a small PVC repair and epoxy. 15 minutes labor 3/9/2023 Jake calls to say he has revised the quote and I owe an additional $222.75. When I question Jake on why the original quote versus only 15 minutes of labor Jake commented that the supplies were a total of $20.00. I've already paid them $789.75. That comes to just under $800 per hour of labor + supplies. I'm requesting an honest bill and partial refund for minimal work.

• Initial Complaint

  Date:02/23/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 October 26, 2022, my fixtures were backing and when Mr. Rooter came out, they assessed the problem and strongly recommended a hydro-scrub of the sewer line for $1050, guaranteed for 6 months. Techs came out, performed the hydro-scrub, the plumbing was working properly. On January 23, 2023 (about 10 weeks later), my washer backed up. Mr. Rooter again cleaned the line, and highly recommended a liner for the sewer line. They said they fixed the problem. I got a bid the next day, $9,554 for the liner, $2,242 for a poorly fitted pipe. On February 3, 2023, 12 days after they said they cleaned out the line, my fixtures started backing up again. I called Mr. Rooter and asked to speak to a manager, telling the woman who answered that I was dissatisfied with the service and needed to speak to a manager. She said Matt is coming out with “his manager.” They again cleaned out the roots, but said I really needed that $10,000 liner to make everything work right. Two hours after they left, the toilet wasn’t flushing properly. At this point, after 3 unsuccessful attempts by Mr. Rooter plus being denied access to a real manager, I called another plumber. The new plumber ran a camera down the sewer and found a large blockage at 31 ft, plus roots at 2 ft and 6 ft. All of this missed by 3 visits by Mr. Rooter. Mr. Rooter told me on February 3rd that they ran the root cutting tool 100 ft to the sewer, and yet the large blockage was still there on February 8th when the second plumber came. The new plumber thoroughly cleared the roots and large blockage, I have a DVD of before and after treatments. Mr. Rooter failed to live up to their terms of the agreement. They were here three times and failed to clear the blockage, pushing a $10,000 liner. I am asking Mr. Rooter to return my fee of $1050 for failing to live up to their terms of the agreement, providing a worthless guarantee, not fixing the problem over three visits, and trying to sell me services I don’t need.

• Initial Complaint

  Date:07/05/2022

  Type:Customer Service Issues
  Status:

  UnpursuableMore 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.

  2/1/22 Noticed ground wet by my water meter, Tucson water inspected , The problem was my pipe connecting to the meter. ***** ******* from Mr Rooter arrived and provided quote. 215.94 to fix, Comes with 1 year no quibble guarantee- if the service we provide fails to perform as described we will make it right 1 year parts and workmanship guaranteed. I agreed. He removed about 2ft of pipe then told me it must be redone in copper per code at a new cost of578.90. I want it done in plastic like my supply line. He said pay for copper or he will stop and leave he had already cut off my pipe so no more water service to my home. I need to have water so I agreed to this. This came with a 2 year warranty all new water lines to all hot and cold fixtures stubs/angle stops. NOT done 6/1/22 noticed the ground above Mr Rooter repair puddled up, Notified them immediately. Service tech ******* ******* arrived he informed me that Mr Rooter will not fix the leak at their repair he stated that the city of Tucson water pressure is to high. My psi and my neighbors on both sides has been the same since the 1990’s. The 2 ft of pipe that they replaced was 50 years old when it failed Mr Rooters repair Lasted a little over 4 monthes.He let me know that their plastic elbow connecting their copper to the supply line cracked at the threads The plastic elbow that he bought at ace hardware( left to buy it) has a pressure rating of 290 psi over 3x the pressure at my meter per George Ballesteros superintendent at Tucson water .He said pressure at my meter is within Tucson water delivery standards Plumbing parts rep informed me elbow failed not due to psi but installer over tightened at connection. Mr Rooter presented me with another estimate 1104 to install a pressure regulator to fix their failed repair. Mr Rooter has failed to provide the service and repair that I have paid for and refused to honor their NO QUIBLE WARRANTE

  Customer Answer

  Date: 08/16/2022

  Complaint # 17509540 ( Mr rooter) 30 days has passed I am hoping for a update. I'm a senior citizen and going out to the street to turn the water on to flush my toilet is getting old. I am on a single fixed income and the took almost 600 dollars from me. Please give me a status update on my complaint. Thank you **** *****

  Sent from **** *****

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