Business Profile

Plumber

Elite Rooter Ventura County

Headquarters

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Complaints

This profile includes complaints for Elite Rooter Ventura County's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

43 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:05/22/2025
Type:Product Issues
Status:
UnansweredMore 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.
Elite Rooter came to my house April 4th and I paid $300 to the technician but canceled the service immediately after because my husband changed his mind. The technician said I would be receiving a check as a refund eventhtouh I paid with my credit card. I called Elite Rooter April 4th and explained the situation which they assured me a check would be refunded in my name because I paid. The technician even said I would receive a refumd based off the name of the card. I called April 4th three times, April 8th once, April 28th once, May 9th twice, and again today May 21st. Every time the associate said the check would be sent out on Friday. They also said the manager would call me back. SHE NEVER CALLED BACK. Today is May 21st amd I am still waiting on a refund check in my name. Tjey connected mw to the manager after I told them I would be filing a complaint. I spoke to the manager named Iselo or something like that. She claimed they mailed out a check in the name of the person that made the booking. That person is not the home owner and I did not receive that check. She said today May 21st that she can see a check was cut in my name and will be mailed tomorrow May 22nd. I need other customers to be aware of this. It is u acceptable behavior.
Initial Complaint
Date:04/17/2025
Type:Billing Issues
Status:
UnansweredMore 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.
-December 14, 2024-Present (April 2025)
-Overquoted a job: Hired to fix one leaky valve and they convinced me with scare tactics to replace 11 old valves in my home. Making me think that they would all need repair if one did. This $200 job turned into a $2200 job quickly.
-Paid a deposit for $1000 and set date for them to come back to start work. In between the signing of the document and deposit paid, I called another plumber for a second opinion. They said there was no need to replace 11 valves and fixed just the 1 valve for less than $200 total. So I called Elite to cancel the work schedule and request my deposit back.
-They stated they would ancel the job and refund my deposit.
-The day the work was scheduled, the plumber showed up, acting as if he did not know it was cancelled and tried to enter the home. I told him the work was completed, I had cancelled and just need my deposit back.
- I have contacted them more than 12 times by phone, text, email etc. and have not received my $1000 deposit back, and am getting harassed to pay an $1100 balance that is "due" for work that was never done.
-They have sent me to collections and NO WORK WAS DONE and NO ONE HAS REFUNDED MY DEPOSIT IN 5 MONTHS!
-Terrible communication, impossible to get ahold of anyone, refunds are impossible, billing department is atrocious.
-Thievery in all forms.
Initial Complaint
Date:09/10/2024
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.
I had over $30k worth of work done by Elite Rooter on August 7, 2024, and the experience was atrocious. The project involved main sewage line pipe work, and the onsite crew showed a complete disregard for cleanliness and safety. They made no effort to protect the interior of the home, allowing waste to spread inside. The crew tracked in and out with no booties, or if they did wear them, they used the same pair both inside and outside, bringing human waste into the house. My resident has since been admitted into the ICU due to a sepsis infection caused by the hazardous work conditions the Elite Rooter crew left the home on a daily basis.

It’s been over two weeks since I raised this issue on August 28, 2024, and despite multiple calls and emails, I have yet to receive a single response from the management team to address the issue. This level of unprofessionalism is unacceptable, and the lack of accountability is even worse.
Business Response
Date: 09/25/2024
We understand that there is some concern for the containment during your project. We would like to assure you that we did set containment and aim for the best cleanliness and safety during our projects. It is from our understanding that it was opted to have your tenants remain in the home while the project was being completed. Although that is an option and we try to work with our clients, we do always suggest alternative housing while the project is underway, as it is ultimately still a construction zone. However, we do understand that it is not always an option for our customers. We apologize that your tenants are unhappy with not receiving alternative housing, however, we did set containment and complete our scope of work within the best circumstances possible.

Customer Answer
Date: 09/30/2024

Complaint: 22266482

I am rejecting this response because: I have yet to be contacted directly from the business on how they will make this right. I have attached the detailed complaint from the resident. His wife has fallen ill and has been admitted to ICU for over 3 weeks due to the conditions of the work done by Elite Rooter Plumbing. The resident was in no condition to live elsewhere while he was dealing with his wife's condition and needing to be near work. It is clear from the email that safety precautions were not executed at the site level by the contractors as the management team conveys. I am seeking compensation equivalent to $2950 (which is the rent the resident refused to pay for September) due to the hazardous living conditions of the unit created by Elite Rooter.

Regards,

J****** *****
Initial Complaint
Date:08/20/2024
Type:Billing 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.
Elite Rooter was called by Rockstar Marble and Granite, specifically A**** ******** to come to my home on the day I was supposed to have countertops installed. I was having issues with my hot water valve under my sink and couldn't get it shut off completely nor could I get the sink unhooked for the countertop install. Elite sent someone at 9:30am which is not "AFTER HOURS," nor is it considered an emergency. The tech came and told me it was going to cost over $500. I paid him to replace the valve knob which costs $10 at Home Depot because I looked it up. He then unhooked the garbage disposal and faucet. I paid him what he told me the cost was. He told me I would receive a receipt/invoice via email. I never received a paid receipt or any correspondence via email.

A few days later I accessed a plumber from a different company telling me what Elite charged me should've been around $130 not $525. I called Elite Rooter to speak to someone about my bill. April also tried calling to speak to a manager as she told me I wasn't even supposed to pay them. She left several messages and never received a call back. I also called and each time I call I get a "call center," person saying they will have a manager call me back. There are also notes on my account whenever I speak to the call center. I was told I would receive my receipt today via email. I am still waiting for my receipt.

No manager or supervisor has ever called me to discuss my situation as I've requested. I have been told there is not local office to speak to anyone. My google review was responded with, "please call or email to discuss your problem." Great response.
Business Response
Date: 08/28/2024
Thank you for your feedback. We take customer concerns seriously and would like to clarify the situation.
Our records indicate that our technician arrived promptly at the scheduled time to assist with your plumbing needs. The work performed, including replacing the valve and disconnecting the sink, was fully explained to you before we proceeded. You signed off on the work and pricing, agreeing to the charges before the job was completed.
We understand that pricing can vary between companies, but we assure you that our rates are in line with industry standards and reflect the quality of service we provide. The cost includes not just the materials but also the expertise, time, and tools required to complete the job efficiently.
Regarding the receipt, we sent it to the email address provided on the day of service. We apologize if you did not receive it and would be happy to resend it. Please check your spam or junk mail folders, as sometimes emails can be filtered there.
We strive to return all customer calls promptly and are sorry if we missed any attempts to reach us. We will ensure a manager contacts you directly to resolve any outstanding concerns.
Thank you for bringing this to our attention.
Customer Answer
Date: 08/29/2024

Complaint: 22166930

I am rejecting this response because:

I called probably 6 times and no one has ever called me back. I also never received a receipt despite giving my email to the call center person multiple times.
My phone number is ###-###-####.
my email is [email protected]

Regards,

D****** ******
Initial Complaint
Date:08/05/2024
Type:Service or Repair Issues
Status:
ResolvedMore 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 April 25th, Elite Rooter fixed a kitchen drain clog but caused water damage in my garage. Their mitigation process increased my electricity bill. They agreed to reimburse me $355.02. Despite their promise, I haven’t received the check after several weeks, and they no longer respond to my emails. Please see the attached email exchange as evidence.
Business Response
Date: 08/12/2024
We have corresponded with the customer and came to an agreement. A reimbursement request has been issued and will be processed by our accounting department.
Customer Answer
Date: 08/14/2024

Complaint: 22091461

I am rejecting this response because:
The business said that they corresponded with me and made an agreement. While in reality, they didn't contact me. And I still didn't get my reimbursement.

Regards,

Z****** **

Business Response
Date: 09/20/2024
Refund has been issued to the customer.
Customer Answer
Date: 09/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22091461, and find that this resolution is satisfactory to me.

Regards,

Z****** **
Initial Complaint
Date:07/18/2024
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.
Had to have inbound and outbound plumbing of our house replaced. The project cost $20,000.00 roughly. The job was left unfinished. Eliterooter will not respond to contacting attempts through phone calls and emails. Worried of the work they did my wife and I had a separate professional plumber come out to look over what they had done. The plumber said they did a terrible job using parts and bits they shouldn't and that the work was not up to city code. We can't even water our yards because they cut out old faucets and never put in the new ones. The old faucets were just left in the walls disconnected and can even be pulled out of the wall. We were also told they would need to cut into our drywall but would fix and patch all the holes made but never did.
Business Response
Date: 08/02/2024
Thank you for reaching out. Please be assured that our management team is developing a solution and will communicate with you as soon as possible.
Customer Answer
Date: 08/05/2024

Complaint: 22009415

I am rejecting this response because:
Eliterooter sent an email stating that all work was finished but that is far from true and a $20,000.00 job is still left unfinished. They have not returned to finish work and to replace all work that is not up to code. We still have holes in our drywall from their work that still need to be patched as they said would be done. Our front and back yards are now dead because Eliterooter cut out old faucets ets and never replaced them leaving us no way to hook up hase to water our yards. They also never hooked our second bathroom up to the "new plumbing so that if water was ran it would all drain under the house. Over all very poor and unacceptable work.

Regards,

M****** *****

Business Response
Date: 08/09/2024
We are working on a resolution with the customer. We are currently corresponding via email.
Customer Answer
Date: 08/09/2024
Eliterooter is now finally responding and we will try to work out an agreeable resolution. I will provide them with any information they need.If it is felt that Eliterooter is not properly handling the situation and/or trying to take advantage of my Family will inform the BBB of it.
Initial Complaint
Date:05/22/2024
Type:Billing 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.
Amount in dispute: $22,850
Service: Plumbing at Goleta residence
Date: 12/13/23
Sales Rep: Unknown name
Issue: Service price was not clear. The Invoice Breakdown (75374768) paper handed to Patrick was for $1,238. Patrick believed he paid that amount. I have a copy of 1 paid check for $850 from Wells Fargo. I can locate the 2nd check from PacWest. The Plumbing Rep had Patrick sign an iPad tablet, which turned out to be a NEW credit card with Synchrony Bank with a balance of $22,850. He did not understand this.
Patrick was alone in the house (which he does not own; his wife owns the property). He was 77, on an oxygen machine, with 2 terminal illnesses (pulmonary fibrosis and prostate cancer). His vision was not 20x20; he had macular degeneration. English was his 3rd language, after French and Spanish. Later in December, he was admitted to the hospital for heart issues, and from then NEVER returned to the Goleta house. From hospitals, he went into Hospice and passed away on 4/27/24.
Complaint description
Briefly state what you would consider a reasonable resolution from the company The Elite Rooter business assumes the $22,850 as a sunk cost as a result of senior fraud.
Business Response
Date: 05/28/2024
We would like to express our sincere condolences on Patrick's passing. We would also like to thank you for bringing this matter to our attention. While Elite Rooter takes great pride in providing all customers with excellent customer service, this is especially true of our senior citizen customers. After looking into this specific job, we were able to locate all necessary documentation including signatures accepting work, and signatures confirming work was performed to our customer's satisfaction. When a customer pays through financing as Patrick chose to, additional documentation is required confirming job totals and customer satisfaction.

We would be happy to discuss this matter further. Please reach out to our office at (805) 399-2100
Customer Answer
Date: 06/05/2024

Complaint: 21741781

I am rejecting this response for 4 key reasons:
1. My Dad did not understand that the plumbing the bill was $22K. He thought it was for the amounts that he wrote the check for. He did not understand because a) his brain wasn't getting sufficient oxygen from the pulmonary fibrosis (and diabetes), and b) English was his 3rd language.
2. The plumbing contract could not be made with my Dad because he's not the owner and the owner was not present.
3. The plumbing project was not completed. Weeks later, my step-sister found the basement floor flooded.
4. My dad did not understand he was signing up for a credit card.

Regards,

K**** ********

Business Response
Date: 06/10/2024
Following up on our previous correspondence regarding this matter, we would be happy to further discuss it with you at your convenience. Please feel free to contact our office at (805) 399-2100 to arrange a suitable time.
Initial Complaint
Date:04/08/2024
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.
We have a warranty on our drain line under house till 9/2024. We have a belly that developed under the kitchen area 12 ft. Company came out and said it wasn’t replaced by them because the receipt didn’t specifically state kitchen. We have pictures of there employee and the new drain under the kitchen side of house. Also the receipt stated 2 charges one charge was a drain replaced from the footer to the back to back bathrooms 60 ft. The 2nd was the bathroom area. The cast iron was replaced with a new pipe confirmed by camera. I called another contractor to camera and he stated it was replaced and common sense would tell them 60 ft of line had to include the kitchen. He said they didn’t do a good job but the entire line was replaced and I should contact registrar of contractors. We are getting the run around between corporate and the camera employee Henry. They will not honor there warranty
Business Response
Date: 04/15/2024
The current request is not within our original scope of work. However, we are sending the field supervisor to the clients home to further inspect these claims (whom they specifically requested). Because the field supervisor no longer works in the area, it is taking a bit linger to get him to the property. However, the customers stated that they are willing to wait a bit longer to get the field supervisor to the property.
Customer Answer
Date: 04/16/2024

Complaint: 21537536

I am rejecting this response because:
Awaiting inspection by the field supervisor.

Regards,

P**** ********

Business Response
Date: 04/18/2024
Supervisor inspection pending.
Initial Complaint
Date:04/02/2024
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.
We paid Elite Rooter to replace our entire sewer mainline in 2018, which is still under warranty. We recently had a camera inspection done and found that the main line sewer they installed has a 10’ bowed section with standing water. In addition, we discovered they didn't replace the entire line and they left us with a section of the old orange Berg plumbing connecting to the city main, even though we paid for the entire replacement. I've left several messages for Alice (the operations manager) and I sent her videos showing the issues. She has not answered my calls or gotten back to me regarding these warranty issues and so far seems to be ignoring their warranty obligation.
Business Response
Date: 04/03/2024
We replaced the water line up to the property line, as documented in the invoice. Any remaining unreplaced sections would be located within the alley (outside the property line). We have replied to one email and one phone call made to Alice regarding this matter. On that same call, the customer hung up on Alice, and we have no record of further attempts at contact. To assess the claim of a water accumulation, a technician would need to conduct an on-site inspection.
Customer Answer
Date: 04/03/2024

Complaint: 21516253

I am rejecting this response because:
I sent over the video inspection to Alice on 3/26 and have had no response. Please see the attachment for a copy of the email that was sent to her. I called her the same day, and again on 3/28. Her voicemail was full but it allowed me to send my number via SMS, which I did twice. No callback. I then called the main office line on 3/28 and spoke to a woman about the issues and she assured me that Alice would receive the voicemail and call me back. That still hasn't happened, and now they're claiming they never heard from me.
As far as the mainline in the sewer goes, I hired a licensed contractor to complete the work because I am not a plumber. I was told the bid was for my entire MAIN LINE and nothing that I am responsible for would remain, but that is untrue because the line going into the alley belongs to us and is part of our main line! We would have never left a section of the old line we are responsible for! Elite Rooter sold us the job as it was our complete line and we would NOT have any of our main line left!
They have videos proving there is standing water in the line and they've made zero attempts prior to today to reach out to me. I received a message from Ashely today and I just called her back as soon as I could, but she didn't answer. I look forward to hearing from someone tomorrow.
I do not want the same dishonest technicians out here, but I do expect the warranty issues to be resolved.

Regards,

J**** ****

Business Response
Date: 04/04/2024
We received a call from past business hours. We will attempt to reach out again to organize the camera inspection.
Customer Answer
Date: 04/08/2024

Complaint: 21516253

I am rejecting this response because: I left one message after hours and have left several messages during business hours (calling every day since), and STILL no call back to schedule an inspection. I even spoke to the call center AGAIN this morning, and was informed (AGAIN) they would pass the message to management. That is the standard script every time I talk to the main number. Also, still no response to the email sent to Alice.
Wed - I left return message after hours
thurs - I LM during business hours
friday - I LM during business hours
Monday (today) - I LM and talked to call center
I also found out that the AZROC REVOKED their license (ROC 316232) last month! Perhaps this explains why they are igoring their warranty obligation! Maybe they just don’t care anymore since they’re no longer licensed in the AZ. There is even a current news article that was written about them.
They have not made a sincere effort to honor their warranty, and worse yet, continue to respond to the BBB with flase infomation.

Regards,

J**** ****
Initial Complaint
Date:02/15/2024
Type:Billing 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.
This happens 2/5/2024 . Elite Rooter plumbing came out to give me free estimate Of 17000 , to replace the sewer pipes , but they said they were coming back the next day never show up and never started the job but they charge the full amount so now owe them 17000 for nothing they did
Business Response
Date: 02/19/2024
This customer is being fully refunded via their financing method. Once the refund clears through financing, the customer would be clear of owing anything to the finance company.

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Elite Rooter Ventura County is NOT a BBB Accredited Business.