Complaints

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

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• 

  Elite Rooter Ventura County

  3000 Bunsen Ave Suite B Ventura, CA 93003

• 

  Elite Rooter

  1227 W Collins Avenue Orange, CA 92867

• 

  Elite Rooter

  5020 S Ash Ave Ste 105 Tempe, AZ 85282

• 

  Elite Rooter Ventura County

  7925 E Harvard Ave Ste A Denver, CO 80231-3821

• 

  Elite Rooter of San Diego

  4142 Adams Ave #103-631 San Diego, CA 92116

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:07/31/2023

  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.

  JR came over and hydro jetted out line for $1350.00. He said we needed a pipe replaced and gave us a price of $4000.00 and would not charge us for the hydro jetting if we agreed to letting him do the work. So we agreed. the following day he said we needed another pipe replaced for $6K more. I did not agree to the work and he charged my CC $6500. When I said he charged us too much because he did not take of the cost of hydro jetting, JR said that he never agreed to that. on top of that he was supposed to only charge us for a deposit on our CC when the work started but he billed us $6500.00 before any of the work was done. After calling and texting several times with JR he said that he would send us a check for $1400 but he never did. I have the texts that shows that. Also the pipe was never replaced, it was just cleaned out. My wife also complained and called and JR told her "Too bad I already have your signature". These people are not good people at all. It is impossible to contact anybody at their location. Also there is no breakdown on art and labor. Nothing that shows how much parts cost VS labor. Just a small story on what was allegedly done.

  Business Response

  Date: 08/04/2023

  Hello,  after careful review of the information your provided and speaking with the tech regarding his communication with you, we have sent a request to upper management to mail you a refund check for the jetter job of $1,350. Please give us a moment to process this and mail it to your address on file. Once it is approved and ready to mail, one of our managers will be calling you personally to confirm your address. 

  Customer Answer

  Date: 08/07/2023

  
  
  
  
  I am rejecting this response I want the credit putting back on my American Express card immediately as it was charged on there without authorization period! 

   

  We had disputed with American Express and the company (elite) lied to them and said charges were valid and I do not believe that they will send a check it's been over a month and half since promised the refund and nothing!

  
  
  
  Regards,
  
  
  
  J**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/11/2023

  To Whom It May Concern,
  
  I am writing to confirm that a conversation took place with the customer on August 11th, during which we conveyed the particulars of her refund. Initially, we had sanctioned a refund of $1350, earmarked for processing upon the original submission of the complaint. However, this process was momentarily suspended due to the client's initiation of a dispute with American Express, as she had previously mentioned. I am pleased to report that American Express ruled in our favor, resulting in the reinstatement of the disputed funds into our account on August 9th. With the funds now restored, we are prepared to proceed with the originally agreed-upon refund amount of $1350.
  
  Should further information or clarification be required, please do not hesitate to contact us. We are fully committed to ensuring a seamless resolution of this matter.

  Customer Answer

  Date: 08/16/2023

  
  
  
  
  Complaint: 20390967
  
  
  
  I am rejecting this response because: Please be advised that I did in fact speak to alice on friday 11th of August 2023, In which she stated she would refund us. The 1350 I had requested that this amount be refunded on my American Express. And she told me she would call me back within 15 minutes. I have since left 2 messages for her. In regards to the refund, I have not received any refund as of yet and I would like proof that the refund was refunded to the American Express..
  
  
  
  Regards,
  
  
  
  J**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/11/2023

  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 June 1, 2023 (a Thursday) I hired Elite Rooter to clean out the sink and tub drains in one of our bathrooms AND to run a scope through all our pipes to make sure they were cleared of any build up or debris. I paid them up front ($1,089.95 on my credit card) for the work they would do. On that day a tech worked on the drains for about an hour. Another tech went back to the shop to get another piece of equipment. The piece of equipment was broken. They assured me they would return the following day (Friday June 2) “first thing in the morning” to continue the repair and scoping. They did not show up. I received a call later that morning saying they had to order a part but would return “first thing in the morning” on Monday June 5. They did not show up on Monday. I spoke with the tech and he said it was going to take a while to repair the piece of equipment they needed to use and since I was very irritated by then, the best thing to do was for them to reverse the $1,089.95 charge to my credit card. Since then I have placed at least 16 phone calls and sent at least 5 texts trying to get a response from Elite Rooter. I finally connected with a person in CA who told me a check had been written on June 28 and would go out in the mail to me on June 29. As of today’s date (July 10) I still have not received that check. I feel at the very least they are guilty of overpromising and under delivering. I feel they have taken advantage of me as a senior citizen.

  Business Response

  Date: 07/12/2023

  Thank you for your patience and for working with us on this refund. I have spoken with all involved departments, and as of 7/12/23, we have received confirmation that you have received your refund in the mail. Please reach out to our team if you have any further questions. 

  Customer Answer

  Date: 07/17/2023

  
  
  
  
  I am rejecting this response because:

  The business sent a check for a refund and received it on 07/12/2023. The check bounced. The consumer would like another check sent.
  
  
  
  Regards,
  
  
  
  R****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/24/2023

  Our apologies for the inconvenience with your refund check. Per your request, we have prepared a cahiers check and will be sending it to you promptly. Please wait up to 24 hours after receiving this message for the manager that you have been in contact with to get back to you with the status of your refund. 

  Customer Answer

  Date: 07/28/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20300362, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  R****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/14/2023

  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.

  Last Jan I hired Elite Rooter after seeing they honor military discounts. We had a drain in the backyard that got backed up. The person on the other end of the phone at dispatch said they would apply the military discount. My 20 year old daughter remained at the house to receive the workmen as we had to be at work. I was called by a team member who told me there were excessive rocks in the drain and they would need to excavate the drain at an approximate cost of $6500. I told them that did not seem quite right, could you just snake and blast it. They did and pulled a 3 foot molding of twigs from the drain. (So they never needed to excavate in the first place). Unbeknown to me at that moment, my daughter was then given a $1500 bill for the 3 hours of work which she signed, then she said, after they got in the truck that they did not apply the military discount. They said to call in the morning to get them to apply. THEY DID NOT EVEN GIVE HER A RECEIPT. I called several times to speak with the manager, Rachel to ask about why they did not apply the discount. Rachel never called back. When I called again, I asked for the name of the owner. Despite my being very kind on every single call, the receptionist hung up on me when I asked that question. I researched the owner's name myself, called several times to speak with him--never a reply. Not sure if he ever got the message so I wrote him a letter. Again, never a reply. In the end, NEVER A MILITARY DISCOUNT AS PROMISED OVER THE PHONE, NEVER A RECEIPT, NEVER A CALL BACK. I was very nice to Elite Rooter and gave them every chance in the book before contacting BBB.

  Business Response

  Date: 06/20/2023

  We are sorry to hear that the military discount was not applied as promised. Additionally, we would like to apologize for the lack of communication from our office.
  We will issue a refund of $250, which is the value of the military discount. Please reach out to our office to confirm best mailing address for your refund check.
  We thank you for your service and we apologize for this experience, which is not a reflection of our company as a whole.
  Yours sincerely,
  
  Elite Rooter

  Customer Answer

  Date: 07/05/2023

  
  
  
  
  I am rejecting this response because:

  I filed this complaint, two months ago, regarding an issue that occurred in January with the company elite router. I am on file under the following claim number. After consulting you, Elite Rooter apologized to me and offered to send me a check for $250. It asked for my address and I gave it to them. One month later, they still have not sent the check.
  
  
  
  Regards,
  
  
  
  J*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 07/05/2023

  Hi, we reviewed our record and see that we approved your refund of $250. We have assigned a manager oversee your refund and it has been submitted to our accounting department. You will receive a refund check at your mailing address within 7-14 days, if not sooner. Your assigned manager will also be checking in with you to make sure you're kept in the loop. 

• Initial Complaint

  Date:06/01/2023

  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.

  I have been using this company Elite Rooter for several years and spend thousands of dollar to clear drain/roots issue. Last May, the technician Devin did all the work offered a free inspection for this May 2023 to see if the roots are coming back or not after the trees were dogged out. Now Devin left the company and Elite Rooter will not honor the service and insist to charge me $320 to inspect the drain. (I have spent over $6000 on this company).

  Business Response

  Date: 06/02/2023

  I apologize for what seems to be a misunderstanding and would be happy to schedule a camera inspection free of charge at your earliest convenience. Please reach out to our office directly to schedule an appointment.
  
  Kind regards,
  Elite Rooter

  Customer Answer

  Date: 06/05/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20129978, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  F**** **
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/23/2023

  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.

  The work described was not actually completed, and it’s still pending. The work started Dec. 26th and till this day (2/23/23) the issues have not been resolved.. After contacting them repeatedly, we keep being told someone will look into it and follow up and still no resolution. The Division Manager C**** ****** was the person we dealt with from the start and he was not available thru most of the process, and when we tried contacting him with status for the job, he was not returning any calls nor had any form of communication with us. The work he described was not completed, and our house continues to get clogged. There was damage done to our shower with their machine while they tried unclogging it and C**** ****** took pictures of it, and apparently he has denied to the office that he did not take any footage and was not aware of any damages. I was extremely frustrated and upset about all the back and forth, and having to re-explain myself again about the pending work, plumbing issues, damages to the shower, and the representative Manager A***** hung up on me. I offered to give them access to all my Ring Cam Footage, messages, etc. as well as to come back to our home to see it for themselves and it seems as if they are covering up for the mess C**** ****** made. Our ONLY concern has been to get the work completed as originally described by C**** and getting the shower damages fixed. Here is just a few snapshots…Still having issues, and even with them offering Lifetime Warranty, it seems as if it’s only worded out to give peace of mind to us as customers knowing they won’t truly warranty their work. They were supposed to replace 30ft of the cast iron going to the main line, and you can see in the highlighted circle that they did not replace it completely and left most of it.
  We are hoping that the owner, or someone in upper Management reviews this and gets to the bottom it so no one else goes thru this type of experience. We still need to get this resolved!

  Business Response

  Date: 03/15/2023

  
  
  We apologize that you feel all work was not performed. After doing our due diligence and sending managers to your home on more than on occasion, it was determined that all work was performed per our invoice.
  
   
  On February 23rd, 2023, we discussed the damages you say were caused by our technician during service. Unfortunately, because you refused to provide management in our corporate office with any photo documentation of the damages, we were unable to proceed with finding a resolution to this issue.
  
   
  Once again, we apologize for all inconveniences and lack of communication. We value your business and appreciate the feedback you have provided.
  
   
  Kind regards,
  
   
  
  Elite Rooter

  Customer Answer

  Date: 03/16/2023

  
  
  
  
  I am rejecting this response because:I reached out to Elite Rooter on multiple occasions, about 6 times to escalate the concerns about everything that we dealt with spoke to someone named L***, and another person who I failed to note the name, and lastly A***** who assured me that it would be looked into and would receive a follow up, to the many alarming issues that occurred (Fraud, Not performing the work that was proposed and verbally described by the Division Manager C**** ******, plus the lack of follow up and no response from that manager or the company). There was 2 visits from a “manager”, the first day when the work was being looked into and described, and the second time was when you (Elite Rooter) forced C**** ****** to come back to my home because he was not responding to our concerns, and our house still being clogged after the work was nearing completion. He brought a snake machine to unclog the house, and that is when I expressed ALL concerns, again, and he stated he would talk to his boss. He is the one that took pictures of the shower damages, so you guys ALREADY HAD THE PICTURES. I chose not to send anything the day we spoke in late February so you can further investigate his work ethic and do something about the situation. However, that never took place… I also welcomed upper management to visit my house to see it for yourselves. I have Ring camera footage to prove who and when someone was at my house, along with the conversations the guys and C**** was having about the work. I am only willing to share that additional footage and info to upper management to prove our case. We asked for an itemized receipt and was not given something broken down showing parts, and labor, only a lump-sum. WE ARE STILL REQUESTING AN OFFICIAL ITEMIZED RECEIPT. We expect to have the entire cast iron replaced like C**** described and that will resolve our issue, if not, we would have NEVER agreed to such a high ridiculous expense to change the basic pipes under that small portion of the house. Pictures of the Cast Iron are clearly shown, and that is more than enough proof that it was not replaced completely.  

  
  
  
  Regards,
  
  
  
  L*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 03/21/2023

  Again, our apologies that you feel work was not performed per invoice. We would be happy to send out another manager to inspect the work performed and compare to the invoice.  Please reach out to our office to schedule at your convenience.
  
  As for the damages you say were caused by our technician during service, we would need the photos of damage sent via email to [email protected] as L*** and C**** are no longer employees of Elite Rooter. Alternatively, we can take photos on site when we return to inspect work performed.
  
  Additionally, our official invoice has been re-emailed to the email address we have on file.
  
  We look forward to getting this matter resolved.
  
  Kind regards,
  
  Elite Rooter

• Initial Complaint

  Date:02/13/2023

  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.

  Company came on an emergency call on a holiday weekend within one hour....grateful but they made me sign what l thought was an authorization to perform work but it was an invoice for $9700.00 before any diagnosis or work was done. They promptly performed a sewer repipe that by actuary standards is a 3 thousand dollar job as it away a mobile home with easy access and left without giving me a receipt or report for my insurance company with the photos or a warranty. Every attempt to obtain these documents from the company from manager to owner to director of operations has failed. They made a huge mistake leaving my house Cleanout open for weeks emptying raw sewage from my pipes under my home creating an expensive cleanup and making me extremely ill yet they take no responsibility or action to remedy anything. They conned me period.

  Business Response

  Date: 03/15/2023

  We apologize for the misunderstanding regarding the invoice, and we will work to make sure there is further clarity provided to all future customers.

   

  After reviewing our notes, I see that you met with one of our managers in the office to address your concerns. We appreciate you giving us the opportunity to address the issues and we want to assure you that we take all feedback seriously and will use it to improve our services in the future.

   

  Elite Rooter honors all warranties extended to customers, and I see we returned to address the clean out cap on 1/25/2023.

   

  Once again, we apologize for any inconvenience we may have caused, and we hope to have the opportunity to earn back your trust in the future.

   

  Kind regards,

   

  Elite Rooter

  Customer Answer

  Date: 03/16/2023

  
  
  
  
  I am rejecting this response because: The work performed was not documented and no warranty was received. The clean out was shut thank you....however the clean up was not paid for by Elite Rooter. That is owed to me still. R****** *****
  
  
  
  Regards,
  
  
  
  R****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/21/2023

  Our office has resent the invoice documentation to the email address we have on file. On that invoice, you will see the warranty noted in the invoice summary.
  
   
  
  At Elite Rooter, we pride ourselves on providing excellent customer service. Anytime there are issues with workmanship, we return at no charge to our customers to address the situation. Unfortunately, we were not notified of any issue or need for clean up until it had been resolved by another company.
  
   
  
  Best regards,
  
   
  
  Elite Rooter

• Initial Complaint

  Date:11/08/2022

  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.

  I had a plumber start some work on my house. Worked for 4 hours and left. I did some research and found I was being way over charged. I canceled the job which the total cost of was $19,500. I am being billed for %50 op f the estimate, $9,200. This for him cutting away some stucco and concrete. No plumbing work was performed. 4 hours of work

  Business Response

  Date: 03/15/2023

  Dear M***,

   

  I apologize for the misunderstanding regarding any money owed for the work performed at your home.

   

  After reviewing our notes and invoices, I see that because work was not completed, we did not collect any money from you.

   

  Again, we apologize for any misunderstanding and appreciate the feedback you have provided to us.

   

  Best regards,

   

  Elite Rooter