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:04/11/2025

  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 April 5th and 7th, 2025, King Rooter charged us ****** for a total of $1083.00. This work was to include $185 in drywall access, a $898 overflow repair and $562 pressure regulator replacement.Then, very importantly, the invoice and estimate clearly remove $562.00 from the total as a "discount" they were offering us for agreeing to all of this work at once. The technician who came to our house described this discount as "we're not gonna charge you for the **** and the estimate and invoice reflected that, totaling only $1083. Nowhere did they csay that the $562.00 discount would be rescinded if the work could not be completed as outlined- they just listed it a no charge and we were charged accordingly, only for the drywall work and waste overflow work. They replaced the *** and then did the drywall cut, where they found that the overflow repair could not be done as they outlined, the repair would actually cost quite a bit more, offering a new quote. We said no, we don't want to proceed for another $1000+. At that point the only work they did was for the *** they said was no charge and the drywall cut. The technician then informed me that we'd still be charged the total amount, saying that the *** was only discounted if they did the whole job because it's "bundled." We were aware the price was packaged as an estimate, we were not, however, aware that if they could not complete the job as stated in the estimate, that the discount suddenly disappeared and we were then on the hook for the ***. It says this nowhere in our contract or our estimate. We are happy to pay for the drywall work which was $185, but would like to be refunded the remaining $ since it was the only work completed. Something becoming suddenly not discounted after the fact is misleading and not reflected in the contract. We had no opportunity to consent to that condition. Then we were bizarrely billed the original total, including the overflow work they didn't do. They will give us no refund.

  

  Business Response

  Date: 04/16/2025

  I think there is confusion on ****** part, Myself and the office staff explained to her multiple times that the Discount was part of the option she chose. Here and her husband called in April 7th at 11:48am on recording we explained how the options work, her husband even specifically asked about separating the *** and what if they wanted to do half of the work now and the waste overflow later, could they separate the invoice. Our technician ******* in recording at 6.08time in recording explained to her husband that he had incorporated the *** into the third option just to give them an option to regulate their home's pressure that was high. Her husband than stated in the call at 7.14 they would be doing the *** either way. ******* explained KRP could not separate the jobs, however he could schedule the work on two separate days with half down and if he separated the invoice on two different tickets the discount would no longer apply. 
  However, when our tech opened the ceiling he found illegal piping creating methane gas, which he explained needs to be corrected and reported to city by code.  ******* explained the additional work and cost the he found and Brook  canceled all the future work in her option Priced at $1,083.00. ******* explained to Brook as well as our office and office manager, she would only be charged the $562.00 of work *** completed and she said that it was free as it was in the the package price as free even though she was canceling now the package she figured it would be free. *** can provide work for free, we must charge for our work and the work she also stated we did complete. I cant refund her $898.00 in which she DID NOT pay $898.00. We only charged and she only paid the $562.00 on the invoice for the work we have signed, pictures for, labor for and completed. 

  
  King Rooter Plumbing can not purchase parts, materials, provide labor and perform a job for free, after you declined to proceed with the job and change order after work was completed and more issues found. Unfortunately, I understand that there were more issues found in her plumbing and just like a car you have something one thing go wrong and it leads to more work finding out more items are failing. *******, did the correct thing informing Brook of the illegal plumbing  once he opened the drywall and saw them. 
  
  I do always want to be fair and never leave anyone without correcting the problem. I can have our service manager go out and take a look if there is anything else possible to do. I don't want to leave ***** with illegal piping creating issues, especially if they are getting ready to sell the house. However a refund for an amount she didnt pay cant be possible, nor a refund for the work performed.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23193699
  
  I am rejecting this response because: 

  This company continues to tell myself and my husband how confused we are. We are not. We did understand that in no way could the bundled services be separated into separate work order at time of scheduling and payment. What we were not told, and was not written anywhere in our contract or mentioned in the recordings they keep insisting we all listen to, was that even if we accepted them all together and agreed to pay the total, if for some reason they couldn't complete the contract as outlined (for example, finding that our home's previous owners did some plumbing work not to code), that the items in said original contract would suddenly become their original, non-bundled price and we would be forced to pay for things itemized in a way that makes no sense to us. I was told by ******* that we paid the total $1083.00 at time of the second signing at our home- if that is wrong, then that is his fault for not explaining. But even if we were only charged half of the total, how was this work itemized? First they told us we'd have to still be pay for the *** they said was discounted, then they said the charge still stood for parts and labor on other work. In addition, no one has addressed that their technicians left an explosive can of propane in our crawl space that my husband had to go find and dispose of, and since they left, our bathtub drain no longer plugs. I'm failing to see how all of this magically totals the exact amount of money they initially charged us, without any new contract or any new signatures on our part. Their work is shoddy, their technicians ill-informed, and the accounting intentionally misleading and self-serving. I would like a refund on the money charged.

  
  Sincerely,
  
  Brook Artziniega

• Initial Complaint

  Date:05/16/2023

  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.

  Date: 5/16/23 I had King ********************** and Plumbing come out to my house to look at putting in a sump pump in our window well. I agreed to move forward with them and signed an agreement to move forward. This was at 5 pm on 5/16 and at 8 am the next morning 5/17 - I canceled the job. I received a call later that morning from King ********************** and Plumbing and they informed me that they were going to charge me a 25% fee for canceling the transaction. They never explained that to me when I agreed to move forward that there were any penalties . The salesman presented the agreement to me on his tablet and never showed me any of the terms and conditions or explained any penalties. I was not given a copy of the document and again was never told about the 25% fee they were going to charge if I canceled the transaction.I have called the company and they stated they were not willing to make an exception. I have also called my credit card company and will dispute the charge.

  

  Business Response

  Date: 05/30/2023

  Attached is a copy of the invoice that shows the date that the refund was issued.  Also at the bottom of page three are the terms and conditions for cancellation.

  The customer signed the invoice on 5/15/23, giving authorization to start the repair as well as acknowledging the terms and conditions. The customer called on 5/16/23 requesting to cancel the repair and he was advised that there would be a 25% cancellations fee because the technician had already purchased the parts needed for the repair. The customer was upset about having to pay the cancellation fee, so after further consideration he was issued a full refund on 5/19/23. The office also called him on 5/19/23 letting him know that he was given a full refund.