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:02/01/2023

  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.

  I called Mr. Rooter Plumbing service to be dispatched on Saturday January 28th to fix a shower drain due to a clog. I could not myself unclog the drain with drain and thought they could help so I could be able to use it. The technician came and was in my bathroom 10 minutes and stated since I have an old style drain they could not snake it. They then said they would not be able to fix it that day and charged me the dispatch fee stating I would have to do major repairs (tear out ceiling to get to drain/piping) in order to fix the clog. After I paid and they left I did research , called friends and unclogged the drain myself within an hour. I called the company to state my ordeal and how the technician did not attempt to unclog my drain utilizing basic methods and that I was able to unclog it. The business stated that they would not refund the fee even though the technician did nothing. I that since at the time i did not research or have much knowledge on how to use basic methods to unclog the drain the technician took advantage of me by charging me a dispatch fee and making up that he could not unclog it. It is now February 1st and I have had no issues with the drain. I feel wronged by this business and want to report this not only for myself but for others that may have been impacted by this.

  Business Response

  Date: 02/01/2023

  Customer was informed of our dispatch fee at time of booking the job. This fee is to get the technician onsite and up to 1/2 hr. diagnostic. It does not include any performed work fees, which she was not charged any additional fee. The tech offered advice to get through the weekend and wrote estimates to permanently fix the issue, not just a temporary fix. This decision by the technician was based on previous jobs of the same nature and almost exact system and layout. We understand her frustration, however she was charged only for what was done at that time, which was to show up and do a diagnosis/estimate.

• Initial Complaint

  Date:09/10/2022

  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.

  Had them snake a clogged pipe and replace the garbage disposal (which has a five year warranty)/in January 2022 cost approx close to 2k.
  On 10 sept 2022 I noticed items in front f cabinet wet. So I removed everything inside it and saw the whole cabinet was at least 1/2 inch of water. And turned on water in sink and saw water dripping down the disposal. Call Ed Mr rooter to complain about this and said it was their work and equipment they installed and I wanted it fixed since it was under warranty.
  After four calls they sent the same guy who installed it and he saw two screws on the floor and accused me of removing them which I did not I didn’t even know why they were there. I had a male neighbor there as a witness.
  Worker went to truck and called the boss after 15 min he came in but before that the neighbor saw on the paper diagram where they went and looked up where it was installed and saw the came from there plus there was no sealant on the drain and disposal. When the worker came in again he called me a liar and said I removed them, the neighbor then tried to explain what he found and worker got nasty with him. Worker stated I voided the warranty for removing the screws. The screws were apparently never torqued down and vibrated loose causing the screws to fall. Also there doesn’t appear to be a rubber washer or any type of calking on the drain down spout as it spins in the sink, which allows the sink to leak.
  
  I find this company a scam and instead of fixing the problem used the scam to get out of their responsibility of their job .

  Business Response

  Date: 09/12/2022

  The unit was installed and tested in January, Almost 9 months ago. It was at that time tested for leaks and found to be free from leaking. Screws on disposals do not just walk themselves out, as well as the putty used to seal the drain at the sink. If this was the result of workmanship, a leak would have been detected much sooner if not immediately. There is a picture clearly showing putty. Customer also stated that she never uses the disposal, so how do screws unthread themselves? There is obvious signs that unit has been tampered with at some point. 

  Customer Answer

  Date: 09/13/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I never said I never used the garbage disposal, he never looked at the disposal only the two screws that were on the floor after I wet vac the water up. Why would I tamper with the disposal after paying over $1330 for work. The company lied they took advantage of a woman. The worker never looked to see if any calking was left.  One I don’t know anything about disposals and wouldn’t know anything about calking Or even where these screws came from. The neighbor saw on the diagram where they came from and he checked the drain and saw it was metal on metal and asked the worker about that along with torquing the screws. worker didn’t like the neighbor who saw the lack of calking and lack of torquing the screws.   I used this disposal and thought everything was normal until I looked under the sink. they say they have pics I want to see them their work is supposed to be guaranteed for three years. I was taking advantage of and they won’t admit to that. Regards, **** *******  

  Business Response

  Date: 09/14/2022

  This is the disposal in question. there is clearly putty installed. But as I have already stated, if the screws were not installed and there was no putty, water would have leaked from the time of installation. I will further review with management, but there is no indication of a workmanship error at this time based on the photos we have and our invoices.