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Mr. Rooter Plumbing complaints

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1741 Rudder Industrial Park Drive
Fenton, MO 63026 | Get Directions

(314) 665-2157

https://www.mrrooter.com/st-lo...

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Total Amount in Dispute:
$3,800.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Mr. Rooter Plumbing closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Mr. Rooter Plumbing

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7/25/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $3,800.00 Amount Settled: $0.00

Customer Complaint

6/23/2022

I contracted Mr. Rooter to replace my ten year old water heater. They charged me 3800.00 for a State proline heater and labor , the unit itself cost 800.00. It has gone out four times since then. Each time the manufacturer says it's an installation problem and Mr. Rooter says it's a product problem. I am now without hot water again and they apparently don't know how to install it correctly or they're selling faulty products . I've been told by three different people that the manager would call me but I haven't received a call and he won't take mine. I've been patient and understanding, respectful and cooperative. I don't know what to do , I'm out 3800.00 and not hot water . Please help Resolution Sought I would like them to take their product, the State proline water heater, which they told me was 'the Cadillac' of water heaters and refund me my money so I can go through a different company that sells the water heater that we used to have and hopefully I better knowledge of how to install the unit.

Company Response

7/13/2022

We have worked on this water heater multiple times. Was installed on 3/8/2021. We returned on 3/9/2021, for low water pressure to tub (no issues with heater seperate issue). Next appointment 7/26/2021, for a error code on water heater. 8/3/2021 was next appointment with same error codes. 8/5/2021, we installed replacement part sent by state after speaking with rep. 8/16/2021, issues returned, reset heater on site. 10/27/2021 we installed a new blower on water heater and venting. At this point, we have 18hrs 35min of working time on the job. We then returned6/21/22, for issues we worked on heater for 5hours 48minutes. We only have charged for the original install of heater for $2618.21. The last visit on 6/21/2022 was out of the one year warranty on our work and we still did not charge. We would like to resolve with customer. We did offer to install a electric water heater for customer at no charge. Customer would have to have electric ran for heater. Also, not sure where $3800 came from previously stated. We have only charged $2618.21.

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