Complaints

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• Initial Complaint

  Date:08/06/2023

  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 received a quote from a few plumbing companies in ******** ** ****, one of which came from Mr Rooter. The original quote was for ******** received on ******** *** ****. The original quote included changing out shower/tub faucet handles and pop up stopper, two grab rails in shower and installing a new shower head rail. Mr Rooter was advised in early ******* **** to go ahead and do the work. They came shortly after that and installed the two handrails and the shower head rail. During this visit we asked them about a couple sink issues as well. There was an issue with the sink pop up stopper and that it was not draining properly. It was determined that they had installed the shower head rail approx 10” to low. They returned a few days later and moved the shower head up approx 10”. The resulting holes are still there. We were advised that the handles were on order and they would return in a couple of days to finish the job. During this visit they installed a new drain pop up connector (the original faucets remained this was just the pop up drain connector) and they also installed a P trap under the sink. They issued a new quote to cover this work on ******* *** **** and an additional one on ******* *** ****. The total on these quote came to ******* and ******* respectively. (The total on the 3 quotes would now be ********. On ******* *** **** they issued an overall quote for all above work for a total of ******** (I believe the difference of ******* was due to a seniors discount and advantage plan discount that was applied). I was asked by Mr Rooter to pay this amount at this time even though only a portion of the work had been completed which I did. They advised me at this time that they were still waiting for parts to finish the remaining work. I was advised it would be just a couple of days. I called them the following week and they said they were still waiting for parts. See attached photos and related paperwork.

  Business Response

  Date: 21/06/2023

  The original quote ******** ** *** ******** was for the following:
  ·      Change out handles on shower (was not repaired due to the fact of age and risk of causing more damage) – REFUNDED ******* ·      Install Pop Up on shower (upon further inspection during the job was not repaired due to the fact the overflow and p-trap needed to be replaced which a new estimate was created) – INCLUDED IN REFUND OF *******
  ·      Install grab rails in the shower – COMPLETED
  ·      Install sliding shower head w/rail – COMPLETED
  
  During the visit to complete the work we were asked to move the shower rail higher as requested. Due to the request of moving the shower head would require new holes to be made in the tile. Silicone was used to seal the holes at the time.
  
  SIGNED OFF & COMPLETED – ******* ** - Quote was quested for ********
  ·      Auger the bathroom sink drain
  ·      Pop-up for the bathroom sink
  
  DECLINED BY CUSTOMER - ******* ** - Quote was made for remodelling the shower handles and faucets including the rough in for ********.
  
  SINED OFF & COMPLETED – ******* ** - Quote for Re-piping under the bathroom sink to bring the plumbing up to code FOR *******
  
  DECLINED BY CUSTOMER – ******* ** - Quote for the shower/tub overflow replacement for $********
  
  The job was completed over the course of 2 days. Originally called out ******** **** to estimate the work requested by the client. First day worked was Friday ******* **th, parts were needed to complete the job, so we had to make a return trip Tuesday ******* **st to complete.
  
  All our customers are required to sign off on the invoice once the work was completed and then we collect payment. This is required for all customers that do not have an account set up.
  
  All signed off and agreed upon work was completed. The work that the client is claiming to be incomplete is the estimates that was declined and not approved by the customer.
  
  Please see attached documents.