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Business Profile

Plumber

Rooter King
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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 type

  • Initial Complaint

    Date:01/25/2025

    Type:Service or Repair 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.
    We put in request for service, through American Home Shield. We were assigned Rooter King for the repair. We called twice, PRIOR to Rooter King coming to our residence and fully described the issue. This was a solar/electric water heater and the "electric" portion was not working. Rather than advising us that they would not work on the water heater. (over the phone). They sent out a service person, who walked in the house, glanced at the water heater and stated "they will not work on it" and left. The company received the $125.00 fee from AHS. If we had not called and spoken to Rooter King specifically about the water heater, prior to their arrival, I would feel different. But, the company KNEW they were not going to service the water heater and left, claiming their "service fee". No effort was made to give any information or a quote for repairs, through Rooter King. Rooter King put in the following service notes to AHS; however, the tech NEVER touched the water heater. The notes sent to AHS stated, "found the water heater is not heating.. unable to determine what caused the failure.. tech doesnt work on solar water heaters."

    Business Response

    Date: 02/03/2025

    Rooter King received work order from American Home shield (home warranty co.)  Stating water heater not working. In Order it sates water heater electric/gas. Call was then scheduled for technician to go out and assess problem. Tech goes out to property address and evaluates water heater. He then proceeds to call the warranty company authorization dept. to check if its a covered item under there plan. He then  was told "Solar" water heater not a covered item on there plan by authorization dept. Home warranties have different plans and policies which cover different items, different co-pays. If it's not a covered item we are not authorized to work on item. Homeowner has this policy with American Home Shield not with Rooter King. We work for the home warranty company and have to follow there policies. Also with American Home Shield they always collect service fees from homeowners. We do not. We did not collect $125.00 in which they are asking for a refund. If anything was paid it was paid directly to the warranty company. Unfortunately this plan has NO coverage for "Solar" water heaters. There contract is with American Home Shield therefore they should contact American Home Shield for any further questions or clarification. They make all decisions with there policy

    Customer Answer

    Date: 02/05/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 22858524, and find that this resolution would be satisfactory to me. 

    I APOLOGIZE FOR THE MISUNDERSTANDING BETWEEN AHS AND ROOTER KING.  Seems my issue is with AHS and not Rooter King.  Although I feel this miscommunication may have been avoided, during one of the two phone calls with Rooter King ( prior to them coming to my house), I do understand that they have lost out on this call for service, as well.  I appreciate Rooter King’s response and clarification and will consider using them in the future.   Again, sorry for any miscommunication or misunderstanding on this issue.

    Regards,

    Peggy Proffitt

     


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