Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July ******* built house through ************ and Rt Moore was the plumbers that installed all the pipes. We have had nothing but problems from day one with the plumbing. On three different occasions rt Moore has been out to fix problems. On 10/17/2024 our whole downstairs flooded and upstairs flooded with sewage water destroying everything from ceilings, walls, flooring, and personal property. Called rt Moore told them what is going on they sent out a so called experienced 22 year veteran plumber that did absolutely nothing said the problem was bigger than just for one person , he would have to speak with upper management. The next day house flooded again. Called rt Moore they sent another person out and found that The ***** in the wall going out to main drain was not installed or measured properly. That following Wednesday they sent the same experienced plumber 22yrs back along with the district manager out he finally says oh yeah I can fix this. He used metal strapping to get the belly out of the plumbing which is not a permanent fix only a temporary fix. He had to cut a inch out of the pipe and was very upset that he had to do the work. I got home work looked at what he done and called district manager which was at my house with plumber and he said problem is fixed. Next day house floods again. Called RT Moore for the fourth time and I also called another plumber in to see that job is done correctly. Finally they sent out another plumber had to install correct j hooks and cut more out of the plumbing in the wall going out yo main drain to fix the problem. Im out thousands dollars in plumbing bills and rt Moore feels like they do not have to pay. I have spoke with countless people and lennar to get this resolved and nothing been done. I need help letting people know that this is not right rt Moore is responsible for bad install of plumbing. We even have in writing this was all cause do to faulty installation on RT Moore part!!

  

  Business response

  01/02/2025

  On 11/1/2024 we were made aware of an issue that had occurred at *********************. The homeowner had informed us that multiple plumbers had been out to the home to address issues with clogs. The plumbers had told the homeowners that there was potential back fall between the master bathroom and the drop down to the 3" stack that ties into the main drain line. 

  We scheduled a technician to perform a camera inspection of the line to see what the issue could be. When the technician showed up to the house on 11/1/24, the drywall in the ceiling and the walls had all been ripped out. The technician was informed that Roto Rooter had done some work on the drain line, and it was not in the same condition that it was when it was first installed. The technician performed a camera inspection, and did not see any issues at the time. 

  On 11/2/2024, we had another technician go to the home because there was another clog. That technician found an issue in the drain line right where it dropped down to the vertical 3" stack. This area was not previously exposed by Roto Rooter. The camera inspection was sent to our office, and we decided to set up another visit to spend more time to fix the issue. The next technician went out on 11/6/2024, and they took out a quarter inch of pipe around the vertical stack to lower it and create fall. The technician made the fix, and then the next day we scheduled a company to come out and jet the lines to clear debris out as thoroughly as possible. This was due to the constant clogs that the homeowners were seeing. 

  We were informed on 11/11/2024, that the homeowners had another plumber come out to take a look at the work we had done. The plumber and homeowner were not satisfied, so we responded the same day by sending out another technician. The technician removed the strapping from the pipe, trimmed the drywall nailer to gain the fall needed, cut stack and lowered 1/2", and then reinstalled the straps to secure the pipe in place. This fixed the issue. 

  We did not charge the homeowner for any visit that was made. RT Moore took on all costs related to materials and labor. The cost that the homeowner is trying to dispute is from outside plumbers and their deductible from their homeowner's insurance claim. The homeowner was outside of the warranty period of 2 years, which would have expired on July 16 of 2023. Since the homeowner did not contact us regarding the clogs they were experiencing, that is why they paid so much out of pocket. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  RT Moore plumbed my home and installed a water softener rough-in while building the home. I purchased a water softener and hired a reputable plumber to install the unit. When RT Moore was plumbing my house, they labeled the rough-in incorrectly, so when my plumber came to install the softener, the softener was broken by the water entering the unit backwards, per RT Moores mislabeling of the rough-in. RT Moore refuses to take responsibility for the financial losses incurred for the softener and the installation fees I have paid due to their shoddy workmanship while plumbing my home. I am seeking damages for all costs incurred up to this point, and RT Moore is refusing any compensation to me for their actions.

  

  Business response

  04/15/2024

  This matter was resolved on March 25, 2024. Thank you.

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