Complaints

• Initial Complaint

  05/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid Mr. ********************** $175.00 on 5/11 to stop a leaky faucet in a bathroom. They came out and "fixed it" Left and we noticed it was still dripping non stop! I have tried calling and after the recorded message says this call will be recorded it hangs up. Over and over again

  Business response

  06/12/2023

  Called emailed and texted them this is the only response
  Thank you
  *******************
  MrRooter McHenry

  Customer response

  06/12/2023

   
  Complaint: 20090780
  
  I am rejecting this response because:

   

  As you can see from the companies own response It took 8 days just for a text response...we have tried to call the number ************** it says the calls are recorded and then hangs up.

   

  I just want the faucet properly fixed at no additional charge to me or my money back.

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

  Business response

  06/28/2023

  The customer has been called several times. Her son, who the call was booked thru and whose phone number was the contact was called and texted. No response , ************************
  He said Friday May 19th he said he would call the office. No call, the tub spout was replaced like you wanted, but didnt fix issue. To fix your issue you need to replace the shower cartridge, cost to replace cartridge $300 , we would gladly come out and replace it if you want. We did nothing wrong and are willing to fix your issue, the only issue is it will cost you more. We have responded and are willing to fix the problem if you agree to.

   
  Thank you
  *******************
  MrRooter Plumbing McHenry

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had an issue with what we were charged for our service. We were never given a invoice or contract on what needed to be repaired and when it was all said and done they charged us $850 without a receipt, without our signature, without any explanation at all as to what we were charged for. When we finally received a receipt the next day for our charge, there was no invoice attached to it breaking down what was done or what we had paid for. When I first called, the owner ***** was very rude treating me as if I was the problem and made the mistakes. When we finally got a fake invoice it didn't even have the correct credit card info on it. These people are so rude when you question them and eventually they just stop speaking to you period by constantly hanging up on you or just flat out avoiding your calls. I feel sorry for their receptionist ****** who has to work with these cruel people and lie for them. I have had the police involved twice with them because of the constant lies they tell. They have agreed on several occasions to refund us our money minus the service fee which we will happily pay. We also took there equipment out of our home and replaced it ourselves because they said if they got their pump back they would pick it up and refund us. All lies, absolutely nothing but lies have come from **** and ***** mouth. These people are 100% running a crooked company. They have absolutely no remorse for the having they reek upon their customers. I cannot imagine how anyone who has dealt with this highway robbery of a company let's them get away with it. Well I refuse to back off. I will continue on to a civil lawsuit with them. And I don't feel sorry for the fact that I am going to drag them thru the mud over it. I flat out heard them lying to the police officer they called on me. When he came to my home because I was "phone harassing " them I showed him proof of their lies! Then the officer called the business owners with me standing right there telling lies

  Customer response

  09/01/2022

   
  Complaint: 17696113
  
  I am rejecting this response because:

  This response is nothing but a lie. This company has lied to us, the police and now to the BBB. We never agreed to the service or the charge which is why they have absolutely no evidence or signatures of the service. It was their idea to take their pump back.  **** told my husband he would come and pick up the pump himself. Again just another lie. The address provided to us from our credit card that was charged apparently was their home address, which I was unaware of when I told ***** that I would gladly return their property to them because they said they were to busy to pick it up. She called the police on me which was absolutely ridiculous but it worked in our favor because he did a property report for me.  The officer took the pump, returned it to the owners ***** and ****, and provided me a signed report proving they have their property. **** told the officer he was refunding us $761.00. Another lie to the police. I submitted proof of the report in my original complaint. After still not receiving our money, we reached out to ***** and ****. Both of them just hung up on us everytime we called. We have filed our dispute with our credit card company. If this continues we will take them to court. I have done my research and come to realize that this isn't the first time they have done this to their customers. To think they treat their own community this way is appalling. To take advantage of people with the economy the way it is makes me sick.  I just hope that what happened to us helps someone else before using these horrible people!
  
  Sincerely,
  
  ***************************

  Business response

  09/08/2022

  Also just as I said she disputed the credit card .

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6 months ago we called Mr *********************** They supposedly cleared pipes and charged us $600 We backed up last week so we called for service to rot out drain pipes again. ****** came for both calls. He told us that we had a huge issue and they will do their best but the solution is to dig up pipes in the front lawn. Cost is $1000 per foot and he couldnt say how many feet hed need to dig but that was what would solve this issuehe thought at least 10 feet. He then charged $600 to do the best he could. The following day a five minute shower min shower resulted in our house flooding again. We called to ask for ****** to return and he was a no show. We called again and he showed up, blasted pipes again and continued to tell us that we needed to install new pipes. The same evening we flooded again.We finally called Arrow Plumbing. Within an hour they were able to identify where the blockage was, and cleared it. And the cost was $550 vs $10,000. Net net weve spent $1200 with Mr ********************** and they were encouraging us to spend more, knowing we didnt need to do so.I called and spoke with the owner who took no accountability, no apology, and no refund. Its by far the most unethical and unprofessional service Ive ever encountered and they are taking advantage of their customers.I would like a full refund for the services provided.Thank you in advance for you attention to this matter.

  Business response

  06/29/2022

  Work was done 6-30-21, not 6 months ago and for $450 not $600 here is invoice 
  Thank you 

  **** Fendt 

• Initial Complaint

  05/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 17, 2022 we discovered our sewer pipe had backed up and another drain pipe had cracked as a result and caused extensive damage to our basement. We contacted Mr. ********************** to come out and diagnose the problem which turned out to be a sheared sewer line coming out of the house due to settling. We were given a quote of *******. We where then quoted ******* with the discount being because my wife and I are veterans. If we were to not file a claim, we could pay ******* but since we would be filing a claim, we paid the full amount with the assumption that our home insurance would cover the cost minus our deductable. ************ and Restoration had to be called to clean up the sewage in our basement and mitigate the damage. A claim was filed and the home owners insurance would only cover the cost of the damage and not the repair of the sewer pipe. We let Mr. ********************** know that their repair would not be covered and requested the discount that was offered prior to repairs since it would not be covered by insurance. After lengthy attempts to contact the company, including the site manager, we were told that because we filed a claim that they would not give us the discount. A claim had to be filed no matter what. The first issue is the fact that they were charging us one rate if we filed and then a discounted rate if we did not. This means they charge a higher rate if insurance company is involved and a lower rate if we do not file a claim. In hindsite, they know we have to file a claim for the restoration which means they had no intention of giving us the agreed upon discount. Second, the invoice (see uploaded document) has a potential saving of ******* listed on. To our knowledge, this would be the discount if the insurance company did not cover any of the cost of repair. We are simply looking to recieve the discount agreed upon since the insurance company does not cover the cost of the repair.

  Business response

  06/29/2022

  ******** is resolved 

  Thank you 

  **** Fendt 

*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. ↩