COMPLAINT: Michele and Susan Frear, Euless, Texas

“We hired Mr. Rooter Plumbing to fix a toilet clog. They replaced the pipe under the toilet, but the clog returned four days later.

"One of their plumbers looked at it with a camera and said something farther down the line caused the problem. So, they diagnosed the problem incorrectly and sold us a replacement pipe we didn’t need.”

DESIRED RESOLUTION: “We would like at least a partial refund for the pipe replacement.”

RESPONSE:  Mark McGaughy, manager, Mr. Rooter Plumbing

“The pipe under the toilet, known as a closet bend, was damaged. The customer signed to authorize and accept the replacement work.

"When the customer experienced more problems, we ran a camera through the drain line at no charge and discovered that tile grout had fallen in from recent tile work.

"We offered to fix the problem at a discount. The customer refused and wants additional repairs for free.”

STATUS: Stalemate