Complaints

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

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Rooter Man Plumbing and Septic has 2 locations, listed below.

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  Rooter Man Plumbing and Septic

  5607 Highway 58 Harrison, TN 37341-9520

• 

  Rooter Man Plumbing and Septic

  5780 Highway 109 N Lebanon, TN 37087-0500

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:10/29/2024

  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.

  We had Rooter Man come out because our washer machine was not draining into the pipe, it was coming back out and onto the floor. They snaked the pipe but it wouldn't go very far so they snaked the kitchen pipe. The snake got stuck in the pipe and they had to leave it until the next day. They charged us $325 for the first day to snake a few areas and charged $1,825 the following day to dig up the gray tank to try and find the pipe for the washer machine and retrieve the snake. We realized that evening that they would have had to dig to the tank anyway to open it to retrieve the snake so we should not have been charged to bring the equipment out. They cut a hole in the wall behind the washer trying to locate the pipe direction. After locating the pipe they said they couldn't fix the washer issue. We were left with a large hole in the wall and said they couldn't fix our problem. We now have an expense to repair our wall. We were too trusting, we did pay the $325 but stopped payment on the $1,825 check after realizing the dishonest charge. We have submitted photos of the snake that was cut from the tank and the hole that was left behind the washer.

  Customer Answer

  Date: 11/13/2024

  Rooter Man has not responded to me as of today. When I tried to settle this
  before submitting a complaint he wouldn’t respond to my messages either.
  Any advise ?
  Thank you,
  **** *******

  Business Response

  Date: 12/16/2024

  Workers went to the consumer's house over a two day period (ten hours).  The consumer signed off on the invoices one, agreeing to pay the amount quoted. Once the work began, the plumbers discovered that the situation was worse than originally thought, primarily due to the age of the cistern and pipes.  We informed the consumer of what would need to be done to make the plumbing work correctly and quoted over $4K.  The consumer paid the $325 initial bill, but stopped payment on the $1,800 check. The business incurred a $75 bounced check fee. Stopping payment on a check when services have been rendered is theft of services.

  Customer Answer

  Date: 12/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Destruction of Property and Non-Completion of Services would be more accurate.

  You are fully aware that getting a metal snake stuck in the kitchen pipe would require equipment to dig to the tank to remove it. We agreed to the $1,800 before we realized how dishonest Rooter Man was being about their services. An honest company would have said there was no charge for the equipment (the charge of $1,800) since they would need to bring it out to remove the snake that they got stuck inside the tank, that was this company’s responsibility. The very little that they did in two days has been paid for with our payment of $325, they spent most of it standing around and talking on the phone. They cut one of our pipes outside so they spent time going into town to get supplies then spent more time to fix their mistake. They cut a 2 ft. x 6ft. hole in our wall (see photo) with the understanding that they would fix the problem once they knew the direction the pipe was going. The pipes that were exposed by the hole are PVC and were installed in the past two years during a basement renovation. The age of the pipes were not a factor for wanting more money. After locating the direction of the pipe they wanted another $4,000 to do any work. Those two days caused damage to our home, caused us a lot of aggravation, wasted two days of our time and our original plumbing problem was never fixed. I made four attempts to speak to the manager about what happened, I left three messages with **** who assured me that management would call me back. I did not receive a call back. Stopping payment was the only recourse we had as a homeowner to protect ourselves from being taken advantage of.

  This company needs to show integrity and admit that this should never have happened.

  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:02/23/2024

  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.

  Company came to fix a backup in sink. Charged $500. Told me I needed to have the line jetted to fix the problem. Paid $1,100. Two days later the backup occurred again but worse this time. Clog unstopped again. Requested the jetting be done again since it obviously had not been done properly. Company refused. I requested my money back since they are ****** guaranteed. They then agreed to do the jetting again and do it completely instead of the poor job that was done. Has now been two weeks. They keep scheduling, do not show up, come up with lame excuses, reschedule and still no show. I want the job that I paid an exorbitant amount for done right or a complete refund so I can get a reputable plumbing company to do the job right.

  Business Response

  Date: 03/15/2024

  This has been resolved. 

  Customer Answer

  Date: 03/15/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******