Complaints

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

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Mr. Rooter has 4 locations, listed below.

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  Mr. Rooter

  51162 Milano Dr Macomb, MI 48042-4018

• 

  Mr. Rooter

  17045 Mack Ave Detroit, MI 48224-2718

• 

  Mr. Rooter

  1580 Southfield Rd Lincoln Park, MI 48146-2323

• 

  Mr. Rooter

  7294 Westside Saginaw Southfield, MI 48076

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:12/09/2024

  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.

  on November 25th, 2024, I had a very slow drain in my laundry room floor drain. Water would come up and very slowly drain back down. But, it still drained. I contacted Mr ********************** to come out and take a look at the situation.After the tech came, I had zero drainage.On top of that, the tech removed a clean out cap, said he couldn't fit it back on, then left after charging me. I essentially just paid for Mr ********************** to make my situation worse. Spoke to the manager of the Detroit ******, ****, and they want to charge me even more to fix a problem that they made worse! Absolutely disgusted with this practice. They hire people with no idea what they're doing and makes things worse, then want to charge you to fix their mess up. All I wanted was for Mr. Rooter to fix what they messed up, or to come up with a comparable plan to fix what they messed up. I had to hire another company to come fix what they made worse. At the time, I could no longer use my laundry room and do laundry. And I could not use my kitchen sink because the water would overflow in the basement. Mr ********************** needs to refund my money and give me compensation for having to hire another company to fix their s**** up.

  Business Response

  Date: 12/11/2024

  The customer's ********************** was compacted with lint and dirt which is an indication that the underground line is broken. The customer did not wish to investigate further action. We agree that the customer should not have been charged because we did not open his line. Mr. Rooter refunded the customer for the full amount paid. 

  Customer Answer

  Date: 12/11/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

   

  I had another company come out and camera. There was no collapsed line like what the tech said. The tech wrote me an invoice for over $4000 to tear out concrete that would not be needed to be torn out. The inexperience of this company is appalling. This was a deceitful business tactic. I would like to be reimbursed for the expenses I had to pay the 2nd company. As I said before, I had drainage, albeit slow, but after Mr ********************** came out, I had zero. They mess things up then write large invoices to make customers feel they have no other way of fixing a bigger problem Mr ********************** created.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 12/12/2024

  While we understand the customer is not satisfied with our **********************, we are unable to reimburse this customer for the ********************** provided by another company. We did issue a full refund for payment made to us. The problem existed before we arrived and we would have sent a manager out to assess the problem had the customer given us the chance.

  Customer Answer

  Date: 12/12/2024

  [A default letter is provided here which indicates your rejection of the business's response. 
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:
  
  [You must provide details of why you are not satisfied with this resolution. Please type details here:]

  ****, the manager, said he was sending someone out to put the tie in cap back on that the tech left off. That never happened. No one ever came back out. Sat all day for someone to come out to put that cap back on, at which point I would have asked way more questions about this situation.

  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:08/24/2023

  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.

  I am requesting a refund of Service Charge $69 and Credit Card fee $18.10 totaling $87.10, from the total bill on 7/24/23 of $621.75, invoice #********. I received services five previous times from Mr. Rooter, invoice #s ******* ******* ******* ******* ******. A credit card was used. I was told each time of a service charge, which would be taken off if the job was done, but if the service tech came and the job wasnt done, I would have to pay the service charge. I never received a service charge or credit card fee on any of those service calls.On 7/24/23, customer ********************** rep ******** said there was a $69 service charge to come out and explained that if the job was not done, the $69 would be charged. After arrival, service tech ************ said $621.75 was the cost and was given a credit card. I did not know $87.10 in extra fees were tacked on to my bill until the invoice was emailed afterwards. Neither ************ or the customer ********************** rep told me there would be a service charge regardless of whether the job was done or not and did not inform me of a credit card usage fee, otherwise a check could have been written.When asked about these fees during the week of 7/24/23, customer ********************** rep ******* said ************ should have informed me of the credit card fee, apologized for his oversight and said she would have to ask ****** the manager about reimbursing the $87.10. A few days later, ****** said $18.10 could be reimbursed but not the $69. When asked, ****** acknowledged she did not see a service charge on any of my prior invoices then said, Its up to the tech (************) to take it off," which sounded improper for him to decide at a whim. She then asked her superior, ****, about waiving the $87.10 and he/she said I would have to forfeit a $50 discount from a coupon I had, which I found unacceptable. The discount had nothing to do with the fees. I feel unappreciated as a loyal, longtime customer and taken advantage of with these unexpected charges on my bill.

• Initial Complaint

  Date:03/13/2023

  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.

  I ask the to snake basement drain. He stated it might be difficult without a partner.. but he would do what he could today .. and would come back tomorrow.. he only snaked 10 feet out.. and never returned. After being paid $365.