Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/26 I called Mr ********************** of Northern Colorado for an emergency sewer snaking because of a floor drain back up. A technician came out that day and snaked the drain. I was out of town and talked to the technician by phone. A tenant was present at the property.The technician told me that there was still standing water in the drain after snaking. He recommended a sewer camera to further investigate I made an appointment for the camera.I spoke to the camera technician after his procedure later that day. He mentioned with the offsets in the line, decaying portions of the pipe and roots. He said the line was now flowing. I was unclear why a camera would open the line when the snake didn't. I paid and thought it was done. However, the tenant called the technician back before he left because the line was still backing up. The technician put the camera down a second time. He called me after and said he found blockages mentioning roots and backward eddies. He now recommended a jet cleaning for an additional $1200. I agreed and made another appointment. The camera technician also recommended a major repair for about $10,000. I asked for the video from the cameras along with his analysis of the problems with the line and a written proposal for this repair work. He said he would email these items to me. These never came.The jet- clean crew came out the next day and appeared to open the drain. I paid Mr ********************** $1590 total.I never received video, analysis, recommended actions or a proposal for repairs. I suspect I was upsold on unnecessary services.I have spoken with a receptionist to arrange for these items 3 times over the course of 2 weeks. Each time they indicated this should be no problem and would pass to management. No response from customer service.

  Business response

  11/20/2024

  Thank you for bringing this issue to our attention. We take these concerns very seriously, although this supervisor has had no history of issues involving honesty or integrity, we do not want our customers to ever feel that they were taken advantage of or given misinformation. After looking into all the concerns, we believe the supervisor gave all appropriate recommendations and followed procedure. We have reached out to our customer and come to an amicable resolution. We take full responsibility for not resolving this issue before it got to this point. Thank you

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/19/2024 I hired Mr. Rooter to clean up my drain pipe which I paid $95.00 for. That went well, the pipe was unclogged. The technician recommended that I did a video recording of the pipe as there were concerns with roots in the pipe. The technician explained to me that a different tech would be scheduled to come to the house to take a video recording to further analyze the condition of the pipe, measure where there was damage, at what distance and mark outside the house with paint where it needed to be repaired. The technician failed to promptly email me the video for me to use it for a second opinion, did not make paint markings. The same day I called the video technician inquiring about the video he said he was going to have it re emailed to me that did not happened. Since they did not have delivered on the service paide for, I have requested a full refund. They are refusing to provide me a refund. Not having this video promptly caused for me to hired a different plumbmer to view the condintion of the pipe and to determine where it needs repairs.

  Business response

  01/25/2024

  We have been in contact with our customer and come to a resolution. We take customer service very seriously and want our customers to be happy at the end of the day. We encourage all of our customers to reach out to us with any issues. We were able to talk to Carlos over the phone about the issues and come to a solution where everyone is happy.

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Manager Jake has offered a full refund, which said it will take a few days to take effect on my credit card. I appreciate the quick response and resolution to my issue from Jake.
  
  Regards,
  
  Carlos Vasquez

*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. ↩