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:05/02/2025

  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.

  The Transaction began in November 2024. I hired Mr Rooter to come and fix a small issue . Listening to their technicians I was told I had a bigger issue and that they had the solution and that the solution would add more value to my home , etc etc, so I was talked into a greater financial problem that costed me $31,185.00 . They dug my yard up and was I told that after 5 rains , they would come back to fix my yard ( which when they began , I was left with a huge mountain of dug up dirt ). 6 months later after numerous calls ( for which many where ignored ) I was told on May 2 someone would be out to fix my yard at least. Nothing . I would warn others of the inconsistency and also of being taking advantage of due to my lack of plumbing knowledge . I was told “ I needed to have my pipes dug up due to there being sitting water in my pipes which the technician didn’t understand nor know why it was there”. I later found out that was normal . Then I never got receipts immediately after the work was done , they would later come after weeks of asking continuously for them. My next step will be to seek legal advice… so anyone should be wise to get a second and third opinion , no matter how knowledgeable the technician may “sound”. Cause I have cancer and I’m in my 50’s with a fixed income and I’m stuck with a $31,185.00 debt and all this did was add more stress and problems to my home and my life ….and Mr. Rooter et al, brushes my home and my issues off , now that they have secured a $31,185.00 debt with me. They should be ashamed….

  Business Response

  Date: 05/14/2025

  To Whom It May Concern,

  Our team has spoken with homeowner and she wanted to wait until Thursday or Friday when the weather clears up. She said she understands why we were waiting to do the cleanup because of the constant rain. She said if she doesn't answer the phone we can text her to confirm and to just come out. Our management asked that she be home so we can be there with the crew to make sure she is happy with the cleanup and help her resolve the complaint.
  

  Our team appreciates the feedback and will do everything we can to help make her situation right!

  Thank you,

  Mr. Rooter Plumbing of Cincinnati

• Initial Complaint

  Date:12/20/2024

  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.

  In 01/21, our sump pump died and our basement flooded. We worked with insurance to have the sump pump replaced and the water damage corrected, and Insurance contracted with Mr. Rooter. Mr. Rooter replaced the old pump with a ½ HP Auto Submersible Pump with Battery Back Up System with Maintenance Free Battery and 1yr Warranty on labor and 3yr warranty on parts for a total of $1,565.83.
  In 01/24, the sump pump began kicking on and off repeatedly and tripping our breaker. We called Mr. Rooter as our warranty was with them and they informed us that we had a 1/3 HP Auto Submersible Pump with Battery Back Up System which is why it was doing that and that we needed to upgrade to ½ HP Auto Submersible Pump. We were confused as our invoice from June of 2021 stated we had already had a ½ HP Pump installed but the technician said we only had a 1/3 pump. In order to remedy the issues so our basement wouldn’t flood again, we agreed to install a brand new 1/3 HP Auto Submersible Pump with 3yr Warranty for a total of $843.34.
  In 12/ 24, our sump pump alarm started going off saying the battery was dead. We called Mr. Rooter as we were within the 3yr Warranty for parts and 1yr warranty for Labor. They informed us our main pump was working fine but the battery back up was dead. We asked what it would cost to install a new battery back up and were told that they couldn’t install just the battery back up and would instead need to install an entire brand-new pump system which would cost at minimum $1,500.00 and that our warranty was null and void as it would be a full new system.
  We ended up getting a second opinion by a different plumber who diagnosed the same issue but said we did not have to get a full new system, it would be possible to just replace the battery back up.
  Due to the issue of being incorrectly charged for 1/2 pump instead of 1/3 and having it die 1/2 year later, we would like a refund for the ½ HP Pump and 1/3 HP Pump we had installed for a total of $2,409.17.

  Business Response

  Date: 12/30/2024

  Good morning,

  We are working with the customer and have contacted them. We are issuing them a refund and Josh E*** has followed up with the customer on 12/27/24. 

  Please contact me, Jess M*****, at *********************** for any additional questions.

  Thank you,

  Jess M*****

  Customer Answer

  Date: 01/13/2025

  Better Business Bureau:
  
  
  
  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, reasons for rejection are included below.

   

  Unfortunately, I cannot accept the resolution at this time for I have not received my refund.  As soon as I receive receipt of the refund, I will be able to accept the resolution.  I have called Mr. Rooter to inquire on status of refund and was told 7-10 business days from my call and that window has passed.

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

  Business Response

  Date: 03/07/2025

  Our team at Mr. Rooter Plumbing have resolved this complaint with the refund. Manager has hand-delivered the refund to the customer. We appreciate the customer's feedback and the opportunity to ensure we make things right.

  -Mr. Rooter Plumbing of Greater Cincinnati

  Customer Answer

  Date: 03/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *******
  

• Initial Complaint

  Date:09/30/2024

  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.

  I had Mr Rooter come out and quote me for a 45 foot sewer line replacement and to descale the pipe from inside the house. I paid them 14,000 dollars and they replaced only 20-25 feet of the sewer line and they completed the descaling of the rest of the pipe inside the home. I was looking for a refund for the portion that they didn’t replace because of fiber optic lines in the front yard. They wouldn’t dig anywhere near them because they didn’t want to hit them at all.

  Business Response

  Date: 03/12/2025

  
  
  ******,
  
  Thank you for taking the time to provide this feedback. We apologize that we have not responded to the complaint earlier, but these responsibilities have changed within our organization. We do want to take a moment to respond, though. 
  
  From our findings in the details of your account, a complaint was brought forth to our team about the miscommunication of the need for a 45-foot sewer line replacement. When we investigated, we found that there was not a need for the complete 45-foot replacement, however the majority of the cost of this line replacement is within the first 10 feet of the replacement itself. It is our understanding that you hoped it would be covered by insurance, but they were unable to cover it. We understand how frustrating that can be. Our team member, Spencer, spoke with you on 10/3/2024, and offered a refund of $500. Spencer also offered to try to help with the insurance company, too. 
  
  Our team sincerely appreciates the feedback provided by you, and value the opportunity to learn and further enhance our customer experience. 
  Thank you,
  Mr. Rooter Plumbing of Greater Cincinnati