Complaints

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

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Mr. Rooter of Broward County has 2 locations, listed below.

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  Mr. Rooter of Broward County

  1807 S Powerline Rd Ste 104 Deerfield Beach, FL 33442-8194

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  Mr. Rooter of Broward County

  1500 W Copans Rd Ste A8 Pompano Beach, FL 33064-1521

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:04/18/2024

  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.

  ****** came to my house because my toilet was clogged. He used a camera and inspected my pipes and told me a critical pipe had broken underneath my home. He told me that Mr. ********************** would charge me $15,000 to fix the pipe although he was willing to come to my home on his day off and fix it for $10,500, I Felt uncomfortable with this diagnosis and asked his supervisor **** to come to my home. I had an outside plumber in attendance to validate the initial finding. The supervisor **** confirmed my suspicion and the pipe was not actually broken. Obviously telling people that their pipes are broken when they are not and trying to charge them between $10-$15,000 for something thats not broken is deplorable. Secondly, ****** put on my invoice that he removed my toilet and auger my line which he did not, when I confronted his supervisor about those charges and told him I was going to file a complaint on social media he told me he would remove those fraudulent charges if I did not expose this situation on social media. I feel like this is very wrong and this business needs to be exposed for fraudulent behavior. The owner was not interested in taking action against his employee who lied to me and attempted to defraud me.

  Business Response

  Date: 04/19/2024

  On Saturday March 23, 2024 at 7:34 pm ************** called into our office to book a service call stating she had a blocked sewer line.  During this 4+ minute conversation she mentioned that we had previously provided same service (we have no record of ever providing service prior to this service call) She also mentioned that she had "trap" outside and that there was an A&B unit, she lived in A, problem was in B as well.  She was advised of our service fee, agreed and our technician ****** was dispatched.  

  ****** arrived around 9:30 PM he assessed the work that needed to be done and quoted a price to remove the toilet in the master bathroom and snake the line, she agreed, signed the pre-authorization and he performed the service.  When he cleared the line he ran his camera through to check that the line and as noted on his invoice there is nothing in the line.  She signed the final invoice and signed that she agreed for the work to be paid for on the credit card she provided (her 3 signatures are on the invoice copy she provided)

  On Monday March 25th, ***** our CSR left a message for ************** to follow up with the service performed .  A couple of days later, ************** called into the office with accusations against our technician, my service manager **** called her back and scheduled with her to come out himself the following Saturday and address her concerns.  I don't feel that it is necessary to line item her accusations as she has noted them in her complaint.  Our service manager **** personally went to her home on Saturday 3/30/24 to address each issue.  He could not confirm her accusation that he didn't clear the line from the toilet in the master bathroom.  In the week between our initial service and Rich going there she had replaced that toilet so there was no way to tell, had the toilet not been changed he would have been able to see if there was new caulking around the base showing that the toilet had been removed and reset.  In regards to our technician telling her she had a broken line and then giving her pricing, there is no record on our invoice of our technician saying her line is broken or providing an estimate or promise to provide an estimate.  **** did inspect the sewer line as a courtesy and noted his findings which are in the attached invoice.  **** did not tell ************** that he would change the invoice if she didn't go social media because he can not.  Once an invoice is signed and closed it is locked down, so he would not say that he would change the invoice.  What he did say was that in good faith and customer relations as we could not confirm whether or not the toilet was removed to snake the line that we would refund the price difference between snaking through an accessible cleanout ($314.89) and snaking by removing a toilet ($561.68), and he requested that if we did this credit we would request that she stop her threats about posting these accusations on social media.  She did not agree to this and **** left her home stating that he would speak with the owner of the company.

  **** did speak with the owner of the company and ****** contacted her.  ************** was insistent that he fire our technician.  ****** told her that he was surprised at her accusations, that ****** was a good hard working employee with tons of 5 star reviews from other clients on his work.  He told ************** that he would personally monitor all of the customer follow up's on the jobs that ****** goes to; as we attempt to contact every customer that we provide service for to check on how the service went and ask for feedback.  ************** is insistent that we give her a full refund and fire ******, interesting that on this complaint that she wrote down that she is looking for a refund of $625.00 which is more that she paid for our service.  ****** told ************** that we would not refund the entire job, he explained that we completed the service that she agreed to.  When our technician arrived she had no sewer facilities, when ****** left after the work was performed she had a working sewer.  She also has a warranty on the work as noted on our invoice.  ****** again offered the same refund as ****; to credit her the difference between snaking through a clean out and snaking by removing and resetting the toilet, she declined and threated to stop her credit card payment and go to social media.  

  ****** and his team have tried on several occasions to come to an agreeable resolution with **************.  Taking a man's job and livelihood without solid evidence of wrong doing is not something we will do.  If I can be of further assistance please do not hesitate to contact.

• Initial Complaint

  Date:08/30/2023

  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.

  Tech came out in timely fashion and the team offered to come out earlier.I asked the tech multiple, and to what I believe, are simple and direct questions to the work I am being quoted on and I wasn't even given a direct or thorough answer. I had to wait to get an approval for the quoted work to be done so I advised that I would call back. I called back not even an hour later and I was told over the phone, NOT BY THE ***** that the company would have to charge me 50% up front and 50% upon completion of work. When I voiced my concern, the office manager came back and charged me fully up front.

  Business Response

  Date: 08/31/2023

  Client called for an estimate to provide his landlord as he is a renter.  We dispatched ************** at no cost to provide an estimate, ************** provided a written estimate and emailed it to client.  ************** left the premises with no charge to the client.  The client called back and advised he received approval from the owner of the property and wanted to schedule the work.  My dispatcher advised that we could have the same technician back within the hour and asked the client if he would be paying for the services or the owner of the property as we have different protocols for signatures and approvals for landlord/tenant authorizations.  Client advised he would be paying directly, we advised that we would need a 50% deposit and 50% upon completion of the work and we accept credit cards.  ************** returned to the residence within the hour as promised and completed the estimated work that client approved.  We did the agreed work per the estimate, there is no refund due.  If the client didn't want the work done at the quoted price he didn't have to have us complete it, he was not obligated in any way to use our services.  I am attaching our estimate that was provided, our invoice for the estimate showing there was no charge for the estimate and the invoice for the work performed.   The client was made aware of our authorization and payment processes before we returned to the residence, he could have decided not to have us do the work had he not agreed with the way we do our business.  Please let me know if you need anything further.