Complaints

This profile includes complaints for Captain Rooter Emergency Plumbers Chicago's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Captain Rooter Emergency Plumbers Chicago has 6 locations, listed below.

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  Captain Rooter Emergency Plumbers Chicago

  1252 W Chicago Ave Chicago, IL 60642

• 

  Captain Rooter Emergency Plumbers Chicago

  412 W Pershing Rd Chicago, IL 60609

• 

  Captain Rooter Emergency Plumbers Chicago

  2020 N California Ave Ste 160 Chicago, IL 60647

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  Captain Rooter Emergency Plumbers Chicago

  1252 W Chicago Ave Chicago, IL 60642-5703

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  Captain Rooter Emergency Plumbers Chicago

  4320 1st Ave Ste 109 Lyons, IL 60534-2160

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:09/26/2024

  Type:Service or Repair 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.

  On 3/31/23 I paid Captain Rooter $4,000 ($8,000 was invoice total) to replace the main waterline from my property to the city. They never pulled the permit nor replaced the waterline. I called the employee I was in contact with for the project and he said that the business was owned by a family and they split and no one wants to take care of the bills. He gave me the number for ***** which I called and asked for *****. The person that answered said yes this is he and I proceeded to explain the situation, he then cut me off and said oh no you have the wrong number and hung up on me. I also called the registered agent in the secretary of state website **** ******* and he also gave me the same number for *****. I am going to file a police report as they have stolen my $4,000 at this point.

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair 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.

  Called them on August 16 2024 because basement had flooded wanted someone to come out and rot the line which they access from outside the guy came out was very unprofessional like with an attitude cause he couldnt get through at first finally cleared the line some for water to come out of basement said he would have to come out again cause hose was stuck that it was costing me ******* and that included ****** for Chicago private drain program since it was more likely on city property. Me being an older lady and not knowing paid it up front he said he would be back in couple of days he did not come back till Aug 20 he had to other gentlemen with him they tried getting hose out again and used a camera to see it was on city property I told him I thought the city was supposed to come out he said he needed to file yet said he would be back out again to try to retrieve hose never heard back from him called company they said someone would be out August 31st between ***** in morning the same guy who previously did work called around 10 and said they were running late never heard back from them called that evening left message no response called again Sept 3 left another message received a text only someone should be out in morning. In the meantime I had googled the program there is no cost for it plumbers just need to send evidence and city would take care of. So this company basically ripped me off of ****** and top of that was charging nearly 900 to rod the sewer. I had done work previously with one of their other locations and everything was very professional but this one is not I deserve a refund for the money they ripped me off of. Plus they had me make the check out to another company when I asked why they said its connected to captain rooter.

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair 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.

  In August of last year was when the contract was made for $11,050.00 of which the Captain Rooter company ( owner *********************** ) asked for a 50% deposit to make the repipe and also include the water heater. In 2023, none of this could be done because it did not yet have all the paperwork that Cook County required for the repipe - bathroom remodeling and the repipe and the other things were postponed for this year 2024 at the beginning of April. In March I spoke with *********************** and he gave me a new estimate and I also asked him to send me a copy of the ** of the ******************** license of which he never sent me anything and neither did the new one contract. I was waiting for several weeks and nothing seemed to disappear until I texted ***** his assistant- tech and told him that based on lack of professionalism and ignoring all the emails and messages sent, I wanted my deposit back and ***** said he would talk to ****. Then **** connected with me and told me that the Captain Rooter company is no longer in service. I told *********************** that I want my deposit back but he first said that he could help me by offering to repair some plumbing in my house to reward part of the deposit i gave because he doesn't know if he can give me the money back. I told *********************** that I no longer want his services. That is why I need your help because I don't trust *********************** and his team and now I am left without money to repair what I left pending since last year.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair 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.

  On 9/9/2023-9/11/2023 **************** were hired to install a tankless water heater. We purchased a $1900 water heater. On 9/11/2023 ***** said the unit was bad. We went to ********** and purchased a 2nd tankless heater for another $1700. We paid them $4800 cash to install and they said other supplies were needed for an additional $200. They filled my house with gas, because they kept purging the line causing my dog to start throwing up. They wanted to come back for a 4th day and an additional $500 since they still couldn't get the water heater to work. They cut huge holes in my house, the *** pipe for the ventilation was just jammed in my wall is was not even connected, they placed a cover over the vent outside using tar had the *** pipe been connected with the cap over it (was going to cause carbon monoxide buildup), all the water lines were leaking, used gas pipes for water lines, blew the regulator in our gas meter (had to have ********* come out on the 11th to repair at 9:30pm). Had to have a real plumbing company come out to correct all their mistakes costing us $8700. Found out they are not licensed plumbers they are just general contractors that should have never accepted the job. Now we are out over $17,000 due to Captain Rooter's lies & deceit. I have called left several messages, texted & had a **** return my call with a blocked number stating he would get this resolved within 24 hours and that was now 4 days ago.

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising 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 the company come out because I had sewage backup and they offered a free quote. They came and gave me a quote we agreed on. After being here 30 min they realized they are unable to complete the service and charged me half of the quoted price. They never told me they would charge me if they are unable to remedy the situation let alone charge half of the quoted *****. I tried called the company and spoke with a supervisor but became very unprofessional about the situation.

  Business Response

  Date: 02/27/2023

  On 2/23 Customer called regarding a back up in the basement, ************** ***** was out there within an. hour, before any work was performed, customer signed the invoice for us to Rod the line, Initially we quoted the customer $353, which is our standard rate, but since we could't open up the line we drop the price to a service charge of $185, he rodded the line multiple times which came to a complete halt in front of the home.  There is an old value that need upgrade & water is also coming up through there. 
  
  

   Jesus  gave customer a estimate on a repair, cost $4,600 , If a PDP is needed ( private drain program) permit if needed. 

   

  Customer called to request to speak to a supervisor , **** spoke to him, heard his complaint and offered him a refund of $50 only, since the technician dis perform and tried to open the line.

   

  Attached is the signed invoice that ****************************** signed and approved,  and he was satisfied  with results. 

  *************************** / *********************;

   

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 19457486
  
  
  I am rejecting this response because: ************ came into my home stating they will give us a free quote. *****, came in and quoted us $350 to fix the issue which we agreed to. After about 20min ***** came and told us that he is unable to fix this for the quoted ***** and told us our problem would require tearing up the basement for a quoted price of $4500+. We said no because we were not prepared for this at this time. ***** told us I still have to collect $185. We paid the $185 instead of keeping the tech on-sight and we decided to call **** to complain. My complaint to this company is why not explain the costs to the customer in detail? ************ sent someone into my home with a flat quote for what they believed to be an easy job but failed to mention there is a fee for attempting and misdiagnosing not once but twice as I had a reputable company come and properly diagnose our problem. Yes, we were offered a $50 refund which **** stated this was all they can offer because "they don't work for free". Had we allowed our desperation to get the better of us we would have our basement under construction for no reason. 
  

  I spent most of my morning looking for a company that can come out ASAP as we were unable to use our restrooms making this an emergency situation. I wish I would have taken the time to read their reviews in detail, then I would have expected this as I am not the only customer they have done this to. I never refused payment, but to be blindsided and charge a hefty price without being able to deny service is unacceptable. Also, the invoice ****** signed was given to him as a receipt at the end,  with what is to be considered a diagnosis not a bill of satisfaction. How can someone be satisfied with work that was never completed? How can someone be satisfied with a service fee never mentioned prior? How can someone be satisfied when the only thing you may have done worth any payment which would have been a diagnosis was completely wrong?

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/01/2023

  We did give the customer a free estimate, after diagnose the issue / speaking with customer in person describing there issue/problem, ***** , the technician mentioned to the customer that the cost of rodding is $353 , they agreed, the reason for the line not opining is because they have a bigger issue/problem with there sewer line repair needed.  We offered here $50 off  which she only paid $135 for the service we performed.  The technician did everything he could to open the line, therefore he was performing his job, and cannot give her a full refund.  Before signing any contract(s) , they should of read it throughly when they sign any contract.

   

  The contract states at the bottom when signed:  COMPLETION  I ACKNOWLEDGE COMPLETION THE OF THE ABOVE SERVICE DESCRIBED WORK WHICH HAS BEEN DONE TO MY COMPLETE SATISFACTION.   We do not take advantage of any customer(s), We are a top quality ********************** company and we valve are customers, The review on our web-site speak for itself.   Again  Standard Rodding are  $353 , if anything Captain Rooter and the Technician took a lost. 

  Customer Answer

  Date: 03/09/2023

  Complaint: 19457486
  
  I am rejecting this response because: we were never TOLD of the service fee, and as for the INVOICE we signed showing proof of payment we were never told it was a contract and or given the time to read it. This company is completely dishonest. To come into a home with a quote that could have been given over the phone is dishonest, to have a contract hidden in what was made to believe was an invoice is dishonest, to charge a service fee without informing a customer about it is dishonest. To state that your technician did everything he could is also dishonest because you have other services never offered like the hydrojet (which mind you is what fixed our problem, a service provided by another company). The only services offered to us were the one that couldn't be completed for the flat rate of 353, the service fee never mentioned in any interaction,  and the destruction of our basement for ****+ which was a misdiagnosis of the tech. If **** was an honest and humble manager and didn't spend his time being so condescending we could have come to an agreement to have another service done. Instead for what took maybe 30min you lost a potential customer, and obviously now will have bad reviews throughout all media platforms plus our word of mouth. We too work with the public and we know what is right and wrong and what your company lacks in is integrity.    
  . 
  Sincerely,
  
  *****************************