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:05/13/2024

  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.

  Work started on 3/19/24. Still not complete on 5/13/24. They have been here multiple times to see what needs to be done. We have open holes in the wall and bugs coming in, a bathroom that we can't use or finish because the concrete floor isn't done, a bathtub with the faucet falling off, hot and cold switched, lead paint residue from holes in the wall, we had two gas leaks in the garage when new water heater was installed in garage. They have plumbers that don't know what they're doing and technicians that are crafty salesmen. We have a signed contract. Rooters was paid in full on 3/30/24.

  

  Business Response

  Date: 06/25/2024

  We have since this complaint returned to our client to amend their concerns at no cost to them and do not anticipate further issues due to the work performed in full by this client. Rooter Solutions has since contacted them to confirm satisfaction but has yet to hear back a response. We are available for any further needs that *** arise, but for the time being all issues and concerns of this client have been addressed. 

  
  

• Initial Complaint

  Date:02/02/2024

  Type:Order 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.

  Date of transaction 1/ 31/ **** Paid a deposit of $1,000 paid to Rooter Solutions *********.The business committed to provide a video footage of a camera going through all pluming where all new plumbing needed to be fully replaced, that proves by evidence that all plumbing needed to be replaced. Which they failed to provide in order to be charged $30,000 before any service could begin. The nature of the dispute is the right to the, THREE DAY RIGHT TO CANCLE. When contacting company to cancel, the company responded that the owner could not cancel and would have to continue the job and be forced to pay $30,000. Rooter Solutions then proceeded to threaten home owner by saying, if owner wanted to cancel (THREE DAY RIGHT TO CANCLE) the job, they would put a lean on the 99 year old great grandmother and take owners home. After several calls to company, and willing to pay for unclogging and to cancel any further work such as repipping all the pipes. The manager wanted to charge a unrealistic charge for unclogging clot and without providing proof or explanation on what was being charged with no itemized bill.

  

  Business Response

  Date: 02/14/2024

  Rooter Solutions was called by the client for a main sewer stoppage. According to the customer this occurs frequently. The customer had two granddaughters acting as agents for her due to her age. Rooter Solutions presented a permanent solution that they agreed upon in writing. The said Agents for the owner signed all legal documentation including the 3 Day Right to Rescind to execute a legal contract because they wanted us to start work right away. RS started at 8 PM to restore flow. We restored flow by jackhammering and digging to the main sewer line to cable the line. The camera was unable to be run before that. The Next Morning the customer cancelled saying that the Uncle an unlicensed plumber was going to do the work. This is the precise reason for a Contract to protect both parties. Rooter Solutions at no time took advantage or tried top take advantage of anyone. This is a sad example of society today. Rooter Solutions attempted to settle for work rendered and to waive the Contract price. However this is the settlement offer from the client to mislead future clients with inaccurate statements of events. 

   

• Initial Complaint

  Date:06/19/2023

  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 6/16/23 we called Rooter Solutions to our ****** for a plugged toilet. Invoice # ********. The worker said it would be $189 for 1 toilet and $189 for the other 2 toilets that were NOT plugged. Total $378. We told the worker we just wanted to do maintenance on the 2 fully working toilets. Then **** (supervisor) came to our ******, after we had agreed on the price, and he retracted and said it was $189 for each toilet total of $569.97. No discount multiple toilets. He only did a 6 foot auger. We needed it snaked to reach to clog. I called him today to voice my frustration that (1) it's still plugged and (2) the first price includes travel, unloading equipment and setting up. Why is it full price for 3 toilets when he is already here? He said "we don't give services away". He wanted to charge another $375 (discounted) to come back and snake the plugged toilet. We told him the other 2 toilets we asked for maintenance because there were NO problems and the 25 to 50 foot snake would do the work. We should have been told we were wasting our money paying for a service that isn't complete. This is a urology doctor's ****** so we can't be without working toilets. **** was rude and condescending when I called him to discuss. He interrupted me EVERY time I was speaking. He had no desire to try to work with the customer. I have NEVER done a ******************** complaint before but this company is horrible. Any time I've ever called a company they were interested to find a happy place to meet in the middle. He wasn't in any way interested to discuss. I don't believe the customer is always right and wanted to talk to him. He has zero customer service skills. I just called another company to come a snake the toilet. It was $275 to come and snake up to 50 ft. As soon as the toilet was removed the plug was found and he lowered to fee to $210 because of the ease. This is customer Service. I want the $278 refunded. It was a waste of money because no maintenance was done.

  

  Business Response

  Date: 06/25/2024

  After reviewing this scope of work, Rooter Solutions has decided to extend a refund of the requested amount to this client which totals per their concerns $379.98

  We are a client-oriented organization, and, unfortunately, this client had this experience with our team. Our sincerest apologies for the level of dissatisfaction experienced, and we will ensure that in the future we will be mindful of our internal measures to provide the highest level of service within reasonable pricing and satisfaction guaranteed. 

• Initial Complaint

  Date:05/19/2023

  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 4/3/2023 I called Rooter Solutions to clear a toilet drain. A simple job. They advertise in a printed coupon that comes in the mail that they will clear any drain for $54.00. I was given a three hour window for their arrival that same day and they confirmed they would accept the $54.00 coupon for payment. I waited the three hours and they were a no show, no call. I called and spoke to the supervisor, *********************, who said it would be an additional hour for arrival. After waiting five hours, I called the supervisor back again but he would not answer his phone. A while later, I got a text message from ********************* saying that they were not coming at all that day. If I wanted them to clear the toilet, they could come the next day but it would cost $595.00!!!! He refused to honor their printed coupon for $54.00 as advertised and as promised by the initial contact person on the phone. This is clearly bait and switch pricing that is illegal. They never showed up at all to assess the problem, yet the ridiculous amount of $595.00 was demanded by *********************. I left many phone messages for the owner, ******** Galicia, which were never returned. I have successfully used this coupon with this company in the past. There is absolutely no restriction on how many times you can use it. There is no expiration date printed on it either. I then discovered that they are not licensed with the ***** ********** ********************** Their contractors license # ****** has expired yet they are doing contractor work. That is also illegal. They practice bait and switch pricing, they repeatedly lie to customers about arrival times and they are not licensed contractors as they claim. I would appreciate a return call from the owner ******** Galicia with an explanation for all of this in addition to apologizing for this horrendous and time wasting experience with his company. My number is ************.

  

  Business Response

  Date: 09/15/2023

  To whom it may concern

   

  In response to complaint made against Rooter Solutions Plumbers by ********************. Rooter Solutions Plumbers serviced ******************** multiple times and provided recommendations to correct the issues at her property in which she declined. Even after multiple visits we refunded the only payment of $54.00 we ever received. On the 5^th time ******************** requested service we quoted her standard after hours pricing. She was not satisfied and has since Levied a complaint with the **** using an expired license number. After speaking with the **** they ************************ complaint to be unfounded. Rooter Solutions Plumbers will continue to provide our customers with exceptional service. As we have for many years.

   

   

  ...

   

  Customer Answer

  Date: 09/15/2023

  Rooter Solutions advertises a $54.00 fee for clearing out a drain. That is what I requested and was told they would honor the advertised price on this return visit.  I made an appointment. After waiting over six hours, and after their appointment time had come and gone, I was told by ********************* that they WERE NOT coming at all that day. No apology for wasting six hours of my time and standing me up. They would come the next day for $595.00 service fee to simply clear a drain. That is over 10x the advertised price. No explanation for this over-inflated money demand. This is bait and switch practice. It is fraudulent to advertise and promise one price, then demand an exorbitant alternative price after customers wait all day for a no-show. Their business license on file with the **** is expired. Their unethical, rude and illegal business practices should not be tolerated by the BBB.