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:03/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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 February the 28th my sewer line backed up into my house. After Mr. ********************** diagnosed that my line from the house was corrupted their solution was to replace the line from the house to the tank. Several weeks later the new line backed up into the house again and a different company came out to evaluate. Mr. ********************** had neglected to remove the cap to check that the new line was not to close to the baffle. After some digging the line was cut to the proper length. I came to find out that the initial bill of ******** is way above market rate. I talked to "manager ***" about this and he told me the excavator cost ******** a day to rent. I called the local rental company and was quoted ******* per day rate. Shame on them for taking advantage of someone in a desperate situation as not having running water in their home. I am an educator in the community and will pass along my experience with anyone that will listen.

  

  Business Response

  Date: 04/02/2025

  Our team has contacted and is working with Mr. ******** to find a resolution together. We will update the complaint as soon as a resolution has been reached.

  Thank you,

  Mr. Rooter Plumbing ofColumbus

  Customer Answer

  Date: 04/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *** ********

• Initial Complaint

  Date:01/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 found that my toilets and shower drains were running much slower than they should. I had Mr. Rooter out to investigate the problem. Unfortunately my house did not have an access point to the main plumbing line so in order to investigate the issue my toilet needed to be uninstalled to run a camera down to find the issue. Long story short the main issue was that my home had settled and the plumbing line broke where it exited the house. Unfortunately while removing the toilet to make the diagnosis the toilet flange was damaged. I was told it would be best to replace the flange because reinstalling the toilet posed a risk. By the end of the process I had a bill of $2,816.22. I was charged $780.83 for the toilet that I could have picked up at ****** for $166. I was billed $191.56 for the toilet flange that was broken by the technician (i get it... mistakes happen and things break), which I could pick up at ****** for $15. I was charged an additional $65.86 for the stainless steel supply line that can be picked up from **** ***** for $2.70. I was charged $207.91 for "remove and reset water closet" that never occurred because I paid for a brand new toilet. I was charged $1,570.06 for the diagnostics which included running a camera down the main plumbing line and they unclogged it by "jet blasting" it with pressurized water. I received estimates the following day that ranged from $93-435 for the same procedures. I feel this company took advantage of me and I was stuck with it once the toilet was removed and the flange broken. These are outrageous prices for the work that was actually performed. On top of it I got a quote for $5,500 to fix the actual problem and they required I pay $2,750 of that before any outside work was done, which I paid.

  

  Business Response

  Date: 01/24/2025

  Dear Mr. ****, 
  Thank you for taking the time to share your feedback with us. We sincerely appreciate the opportunity to learn and improve from your experience.
  We are pleased that we were able to reach a resolution that met both our needs, and we truly appreciate your time and effort in working with us to find a solution. Your feedback is invaluable in helping us enhance our services, and we remain committed to providing the best experience possible.
  We have processed the refund as agreed, and we hope this resolves the matter to your satisfaction. Our goal is to build a long-term partnership with you, and we genuinely value your business and trust in us.
  If you have any further questions or concerns, please do not hesitate to reach out.

  Customer Answer

  Date: 01/31/2025

  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 9/9/24 Mr Rooter assessed my master shower for grouting reporting they charge 250$ per hour for the job that would take approximately 3 hours I agreed and signed his laptop. 9/10/24 Mr Rooter arrived at 4:30pm to complete the job, he went on floor 2 at 516pm he came to get me telling me he could not do the grouting until the tile was cleaned . I inquired about the costs and time he said he couldn’t give a me n exact amount of what the per cent age of z250$ would be. I asked if he had the needed cleaning solution he said no, he located the product 6 minutes away on google. I asked if I went to store and helped with cleaning would it save time and costs he said of course & that would allow him time to begin putting up the painters tape. I went to store got the solution returned put on gloves while he went outside to get his gloves and towels this took him seven minutes. When he returned we begin cleaning separate areas. My son later arrived and inquired about costs time etc. Mr. Rooter said it would take 6 hours at a costs of 250 an hour. He was told that was too much. At 7:20pm I asked if he had reached three hrs he said yes and begin cleaning up. Mr rooter was observed to spend an extraordinary amt of time cleaning the tile and slowly going over what I had done. I noted an odor in bathroom indicating my private restroom had been used prior to my coming upstairs. Mr. Rooter wrote a bill for 750$ he gave a discount just for the call. I was not provided with any discount for my work or paper towels we used. I am asking for adjustment due to Mr Rooer not working three hours. He was upstairs 46 minutes prior to informing me of the above. While I was at store be put the painters tape on. Receipt will show the time I was at the store.

  

  Business Response

  Date: 09/26/2024

  A refund has been set up and a check will be sent out to the customer on 9.27.24.

  Customer Answer

  Date: 10/07/2024

  I have received the refund check. Thank you

• Initial Complaint

  Date:05/15/2024

  Type:Billing 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.

  Mr. Rooter provided services to ********* ****** for work in her basement (floor, faucet, pipes, plumbing). At first, she was quoted $20,000 but she stated she couldn't afford it. An employee named **** ***** then told her $9000 and he completed the financing paperwork. She has asked for a written description of the work done and it has not been provided. Ms. ****** called the office last week and spoke to ****** who said she should've received it by now and she still hasn't. Ms. ****** would like the written description of the work done. Also, she said there are issues with the work that was completed that need to be addressed. Note: this was completed by ****** ********, Director of Consumer Services, on Ms. ******'s behalf. She called our Consumer Fraud Hotline for assistance. She does not have an email address or a computer. I can be reached at ******.******************************* or ###-###-####. I told Ms. ****** someone from the BBB would reach out to her.

  

  Business Response

  Date: 05/23/2024

  We're sorry to hear that you have this concern, *********. We've reviewed your account notes and spoken with our team, and we understand that we came to your home with the invoices you requested. During this visit, we also performed a more thorough cleaning of some concrete on the PVC pipes. Our Service Professional informed us that the work has been completed to your satisfaction. Please call us at ###-###-#### if there is anything else we can do to help. 

  Customer Answer

  Date: 05/23/2024

  5.23.2024 Additional correspondence and photos received from consumer: 
  Thank you for the nice letter. It started with with my sink being stop-up. I called Mister Rooter. I have called them several times before. The first guy came out. Check it out. He checked it out. He said he would have to call his boss. later on that same day four guys came out and went down to the basement. And then three of them left. Mr. **** ***** told me they would have to put in pipes and dig up the floor to put in new pipes. They fixed the sink that was stop-up. And then he said it would be $20,00 with payment $300.00 a month. I said I couldn't afford that. So he brought it down to $9,000 with payments $127.00 a month. They started Feb 27 to March 6 on the last day I ask the one guy about the papers- telling me what was done. I have yet to get them I have called Two or three times. They told me they would send them out. To me I am sending you pictures of what was done. I don't understand why Mr. **** ***** would say $20,000 then change it to $9,000. When I got the bill from **** **** ******* *******- it was $9,700.00.
  
  I am 85 years old. I don't have a computer  for email.
  
  On the one day I called about the paper, his name was ***, he said the work was not done. He sent this one guy out his name is *** to wipe the washer out which had dirt in it from the work they did and to wipe the floor up. He was down there about 10 minutes. I didn't see much of what he had done. This was Monday May 20.

  Customer Answer

  Date: 05/28/2024

  5.28.2024 BBB received phone call from consumer stating that the complaint could be closed.

• Initial Complaint

  Date:07/17/2023

  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.

  Mr Rooter was hired to install my new dishwasher and line for ice maker on my refrigerator on June 14 for $1301.84. Trey Pugh stated the job was not complete because electrician needed to get behind and install GFI plug and line June 17 which Mr Electric did on June 17 for $695.87. I called Mr Rooter to come back and finish the install no call no show on June, 20, 22 and today June 24 had appt between 8-10 and I was explicit on June 23 when making appt that I had to be at work at 11:30am. I get a call at 9:50am today June 24 stating it may be another 1-2 hours. This was not the case when they made 1301.84 the plumber called me directly. I am seeking a refund from Mr. Rooter for not completing the job, dishwasher not installed correctly I cannot open several cabinets and it is not flush under sink. Also the ice maker water line hangs so low in basement it hits you in head when walking no secured nor safe.

  

  Business Response

  Date: 07/21/2023

  Mr. Rooter visited this customer's home on 7/3/23 and resolved all issues. 

• Initial Complaint

  Date:06/08/2023

  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.

  Description: Company repaired sewer line last March 2022. Started having sewer line problems again on May 19 2023. Contacted them to come take care of problem. They informed me it wound cost 14000.00 to resolve problem.

  

  Business Response

  Date: 06/20/2023

  We contacted Mr. ******* on 6.19.23 at 9:19am and left a voicemail. We will follow up for resolution again today...Thank you

  Customer Answer

  Date: 07/21/2023

  The job they did did not take care of the problem of sewage backup in my basement floor drain. It was a guess on there part on what to do. A misdiagnosis on there part. I was price gouged and still have the same problem. I have no documentation saying that I would have to have lines jetted every year. This matter is not over with. I will contact media to this a public awareness for other customers warning them about Mr Rooter.
  Regards,
  
  **** *******

  

  Business Response

  Date: 07/27/2023

  In the customer's rejection response, he states “The job they did, did not take care of the problem of sewage backup in my basement floor drain.” The customer's floor drain backed up on 3/20/2022, which is roughly 16 months ago. Unless the homeowner is claiming his floor drain has been backing up for 16 months, the repairs we did make resolved the issue.  
  
  The homeowner's lack of maintenance on the sewer line - which he was advised of in the original invoice - as well as verbally - caused the sewer to back up out of his floor drain.  

  Customer Answer

  Date: 07/28/2023

  I paid Mr Rooter over 10 thousand dollars to resolve my floor drain issue permanently. There statement saying they fixed my problem for 14 months is a joke. When I approved them to to the job the company Did Not state this was a temporary fix. I have no documentation stating that in writing. If that was the case I would not have hired them to resolve my floor drain issues. The representative from Mr Rooter admitted to me in May that it was a misdiagnosis and that the job was poorly done. I will contact Mr Rooter today.
  Regards,
  **** *******

• Initial Complaint

  Date:03/06/2023

  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.

  Company did not perform the promised service. However they still charged for it.

  

  Business Response

  Date: 03/09/2023

  Mr. Rooter has made multiple attempts to reach the customer to discuss the issue. The customer's answering service is Google, we leave a message but have not received a call back. The customer can reach Mr. Rooter at ###-###-####

  Customer Answer

  Date: 03/09/2023

  I did not receive any messages from the company. I screen my calls and I don't answer calls from numbers I don't recognize because I get so many spam/scam calls. If they had left a message I would have called back. 
  Regards,
  ***** ************

  

  Business Response

  Date: 03/21/2023

  The Columbus Business Unit Manager spoke with the customer and asked for the invoice from the company that she says fixed the problem and we would then be happy to give her a full refund.

  Customer Answer

  Date: 03/21/2023

  I am rejecting this because: he did not at any time offer a full refund, not that I recall. He offered $100-$200 for the clean up my husband did. I explained to him I did not have an invoice because a close family friend did what I asked them to do, which was snake out the toilets. He did not charge us anything. 
  
  Regards,
  ***** ************

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The company charge $436.11 for two wheel barrows of gravel to put around SDR pipe. They charged $2,00.00 to put dirt back in hole they dugged. No new dirt was added. You don't charge to put dirt back in hole. I could have put the dirt back myself for $2,00.00 had I known, On 12/04/2022, I hired your company to repair a broken sewer tile, that caused a back-up of my sewer system. I went into this problem totally in the dark. I knew nothing about what this would involve. After the work was finished, and paid for, I talked to another company that had this type of work. They said that when you dig the hole, you place the sod off to the side along with the top soil. Then on topping off the finished work, you use the topsoil to replay the sod. When finished your lawn will look undisturbed. My yard looks like a graveled grave site. The contract says the company is not responsible for landscaping. They should have reused the sod and the top soil. If this was an upscale neighborhood, this work would have looked better. As to the work and billing, I have some concerns. I asked for an itemized list of the charges for the work. After 3 weeks, I received it. Had I received it before the work, I could have discussed some of the charges. The list was not very well done. I have enclosed a sample list of what may have been done. To dig down about 8 feet, I was charged $2000. That should have been between $800 and $1000. To expose and removed damaged pipe, clay tile, was $200. It cost another $500 to replace broken clay tile, with 6' SDR pipe and install clean out pipe. How can it cost $1000 to take out a broken clay tile? To put 2 wheelbarrows of gravel around SDR pipe was $436. Why so much for so little gravel? I could have hauled it myself. And the worst charge was $2000 to put the first back into the hole. I am told that you don't charge for that. That is included in the digging. You don't charge to dig a grave, the charge to cover it up. Had I received the itemized list before the work began, and seen the $2000 charge to put the dirt back in the hole, I would have told them to leave it out. I'll put it back myself saving $2000. The total cost was $6800 minus an $800 discount. The total should have been between $3500 and $4000. I am asking for an adjustment on that bill. I was told that you are a flat rate company and don't do breakdowns. People should know up front what they are paying for. I could have saved $2000, maybe more. The work only took 2 hours. We live on a fixed income. Thanks, **** ** ******

  

  Business Response

  Date: 02/09/2023

  We have attempted to contact the customer multiple times. We have not received any returned calls from the customer.

  Customer Answer

  Date: 02/21/2023

  I am rejecting the response from Mr. Rooter. They have returned a call to me and we talked about my complaint. You can see by the enclosed proposal they charged $2,000, to put dirt back in the hole. They said, they did not. they offered $500 returned to me. I refused, and told them (Mark) that I wanted the $2,000. If they offered $500, they must know there was some wrong doings. They did not back fill with premium fill, they re-used my dirt they dug out. Mark said, he would discuss the complaint with management, but they most likely, would not pay any more than $500.00 offered. Any other info, you may want let me know.

   

  Thanks,

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

  

  Business Response

  Date: 03/01/2023

  3.1.2023 BBB received notification from business via phone that they have addressed consumer's concerns.

  Customer Answer

  Date: 03/01/2023

  3.1.2023, BBB called consumer and he confirmed that he spoke with business earlier today and they addressed his complaint to his satisfaction.

• Initial Complaint

  Date:01/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the last 2 yrs i have paid mr rooter over 10000 to service my sewer line. I let them put in an outside service line and fix/ put in new pipe to the city tap digging over 12 ft down pulling all kinds of city permits, as well as get it scrubbed for all roots and dabree. a fix that said would get me back up and functional. They documented the city main tap being crushed while they fixed this issue. mr rooter said they could not fix this issue due to it being the city's responsibility and now the city is saying its mr rooters responsibly. I have been without a working toilet for 2 months now with mr rooter saying there is nothing they can do and the city saying everything is fine on their end.my wife is pregnant and it is now becoming a huge health concern. i have been on the phone fileting complaint after complaint for 2 months now getting treated like I'm the bad guy, when all i want is a working toilet. trying to get this resolved and I'm not sure what else to do. Sincerely Brian p. Sarver UPDATE 12/12/22: Mr. Rooter caused damage to the y connection to the city tap. Constituent did not give permission for Mr. Rooter to do what was done. The Constituent received an email on 12/12 from the city stating that the responsibility is on the Constituent to get fixed.

  

  Business Response

  Date: 01/05/2023

  We have been in contact with this customer and he has confirmed he does have a working sewer. It has not been determined how the y connection was broken but it has been fixed. The city has made the necessary repairs in the alley.

  Customer Answer

  Date: 01/05/2023

  I accept the business's response to resolve this complaint.
  but it doesn’t change how I was treated or how the situation was handled or the fact that I didn’t have a proper working line from october to December. 
  Regards,
  
  ***** ******

• Initial Complaint

  Date:10/21/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  The service provided was overcharged, The quote was 700.00 to snake a drain, and should be no more then 200.00. They had a 100.00 coupon but told me it was not valid. So he gave me 50.00 off. He tried to up sell me 3500.00 for additional work and 50.00 to connect a pipe that I can do myself. Because he was trying to up sell the work that he completed today is warranted for only 90 days not one year. Brandon sat in his car for 45 minutes waiting for another person, it took less then a hour. I have the invoice, cannot upload.

  

  Business Response

  Date: 10/26/2022

  Our manager spoke with the customer. We will be going back out to fulfill the warranty and hydroscrub the line again at no charge to the customer. 

  Customer Answer

  Date: 11/03/2022

  I accept the business's response to resolve this complaint.  They extended my warranty and adjusted my payment.