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Business Profile

Plumber

Mr. Rooter Plumbing

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/27/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 of transaction: 1/27/2025. Called this company for a quote for a service as our home warranty company couldn't find anyone to come out and fix a minor issue with our water heater (cold water supply line to water heater). Instead of waiting for approval from us and the home warranty company, they charged us for the entire project. I called them immediately to tell them to refund us and cancel the order and they refused. They then aggressively pounded on our front door when we didn't originally answer and said they would instead only charge us for parts and labor and would reduce the price to $325 (still over $200 more than what was approved by Fidelity Home Warranty and more than the $125 we'd previously paid for the service). Because we felt threatened by their behavior and needed the fix, we agreed to the $325 price. They still charged us $566.50 and are refusing to provide an itemized invoice, or reverse the charge and charge us what they said they would. I would like a partial refund from this company.

    Business Response

    Date: 02/07/2025

    A search of the address shows that we serviced the address for a *** **** (who shows up as co-owner on Washoe County Assessor's page) in March of 2021.

    Otherwise, I show NOTHING in my job dispatch and invoices system for *** *******. 

    *** ******* has left a one-star ****** review. I did respond to that review approximately 1 week ago and asked *** ******* to call the local Mr. Rooter Plumbing office so we can figure out what has occurred.

    Mr. Rooter Plumbing did not provide the service described. My best guess is another Rooter i.e, Easy Rooter, Roto Rooter, Rapid Rooter...) may be the company. Or someone is claiming to be Mr. Rooter Plumbing possibly, which would be a criminal matter.

    At this point, *** ******* needs to provide the following: a Mr. Rooter Plumbing invoice number (we email these through our invoicing system upon completion of service). The form of payment made. Receipt or proof for payment made.

    Our local Mr. Rooter Plumbing office can be reached by calling ************. I will be happy to assist in getting to the bottom of this complaint.

    We want to make it right, but can find no recent record of service. No phone records, no email records, and no invoicing records (billing or payments).

    As I said, I do see a March 2021 record of service for *** **** (invoiced out and paid $170.50) 

    Best,

    ***** ******

    Mr. Rooter Plumbing

    ************

     

  • Initial Complaint

    Date:07/29/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 friday june 7th I had Mr r***** plumbing
    Come to my home and install a new shower valve
    Chris showed up gave a quote for $705 minus a 10 percent return customer discount and a discount for being over 55 the bill should be around $600 so I told him to proceed
    He then left for over an hour to get some fittings that he was supposed to already have with him
    He then soldered the new valve instead of crimping it the inside of the new valve melter from the heat when he turned the water on the valve was leaking he said it nothing he did and he left with water leaking in the wall shortly after he left one of the couplings he installed started spraying water because he didn’t solder it
    I tried calling several times all got was a 3rd party answering device that said they will call back on Monday
    Since it was Friday I had to call another plumber to come fix the leak so we would have water for the weekend so that cost another $382.45 to savage and sons and that’s when we found out the new valve was not even installed in right location so it wouldn’t even work
    So I finally got a call back on Tuesday
    From Mr r***** they apologized for the bad service told me they would fix it for no charge but I would have to pay for the other plumbing bill
    So Friday June 14th Eric from Mr r***** plumbing came in varified how badly Chris screwed up said he will make it wright and guaranteed it will be a no charge bill so he fixed everything to a satisfactory condition
    2 weeks later I got a bill for 821.25 which is about $225 more than the original quote and II have Ben calling and not received a call back
    I received a email invoice today for $821.25 and a note that they said they fixed it and I still owe the bill and I am still out the money for the other plumber
    Mr r***** advertises they are available 24/7 and holidays at no extra charge which is not true there office is closed weekends it’s false advertisement
    I have pics and invoices for proof of these events

Mr. Rooter Plumbing is NOT a BBB Accredited Business.

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