Complaints

This profile includes complaints for Roto Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Roto Rooter has 30 locations, listed below.

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  Roto Rooter

  47 Discovery Ste 250 Irvine, CA 92618-3206

• 

  Roto Rooter

  20542 Plummer St Chatsworth, CA 91311-5109

• 

  Roto Rooter

  PO Box 368 Clovis, NM 88102-0368

• 

  Roto-Rooter

  8930 Center Ave Rancho Cucamonga, CA 91730-5328

• 

  Roto Rooter

  3989 Market St Ventura, CA 93003-5616

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  In December 2023 I called Roto Rooter to unclog a pipe between an upstairs bathroom and downstairs bathroom, where there was a leak and minor water damage. They charged $800 to unclog the pipe, and then proceeded to begin water mitigation as there was water damage to the ceiling drywall of the downstairs bathroom where the water had leaked. The estimate for water mitigation was between $3,000 and $8,000. I filed a claim with my insurance company, and they estimated $2,600 toward water mitigation.Roto Rooter began the work, which consisted of demolition (tile, moved toilet into bathtub, removed vanity, removed drywall) and placed dehumidifiers in both bathrooms.They did not demo the entire upstairs bathroom (half of tile was still remaining).I had a manager show up unannounced at my home twice, I saw them on my home camera devices, with no call or correspondence that they would be coming. They charged me for these visits as they are supposed to "check" in on the job every so often. When the manager came to check on equipment all he did was walk around my house and observe it.After they came back to remove their machinery, that was the extent to the work that was done at my home. They billed my insurance $6,018 directly, and after two months of my insurance company ignoring them, emailed me to let me know they would be filing a mechanic's lien on my house for nonpayment. I requested detailed invoices of work completed TWICE, with no response. I finally received a detailed invoice in March of 2024, after they threatened me with legal action for nonpayment. Because they did not go directly to me with the invoice, I had NO ability to negotiate the bill and was forced to pay $6,018. I had two water mitigation companies look at the invoice, and they both reiterated to me that I was SEVERELY overcharged for the work completed, solely because it was an insurance claim, and Roto Rooter knew I would be forced to pay it.

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  3/5/24 $497 paid to snake a kitchen drain. ******* promised the price covered everything after discussing the kitchen drain pipe to main is back pitched. Quoted to snake and correct pipe under sink. There were no issues under the sink, the plumber never even came to check under the sink. The issue was under the kitchen. The plumber refused to work on the pipe correction and still charged full amount for snaking the drain. There is still grease buildup and it will eventually clog again. Work promised was not rendered. Fee charged for work outrageous. Another company snaked the same drain for $77.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Basement was literally destroyed by Roto Rooter.. Now they expect payment for not completing the job.

• Initial Complaint

  Date:12/31/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  On 10/21, we had an emergency water incident. We contacted RotoRooter for their services. State Farm is our insurance provider. In order to begin services we were required to sign a contract. This contract includes many different provisions, each reqiured approval. On **each one** my wife asked the Roto Rep ****** *** this required to perform services ?" Art's response each time was, "Yes, it is.". One of the provisions, it turns out, tries to force us to work directly with RotoRooter on billing/invoice. Not include ************ analysis of Roto Rooters charges to us. I have attached State Farms's analysis. This is the amount we've paid Roto Rooter to close out invoice #***********.During ************ investigation of the claim, a normal claim processes of which Roto Rooter was notified several times. I was continually contacted, harrassed and threatened by, ***************************. She called so many times I had to block her number. She repeatedly made false threats to intimidate us into paying immediately for their over-charged services.On 12/19, State Farm completed their analysis (email attached), provided Roto Rooter with a revised invoice for their adjustment. Since the incident on 10/21 and through the most recent communication from State Farm on 12/19. Roto Rooter has not responded to any of ************ communications and has not revised our invoice per ************ analysis.I notified Deepa and Roto Rooter on 12/23 of our intention to pay them based on the revised estimate from State Farm ($5,506.53) and requested an address to send the check. I recevied a response from Deepa on 12/28 with the address. This check has been mailed as of today(12/30). On 12/29, RotoRooter (****************************) contacted me with Deepa cc'd to threaten us with being, "sent to collections for non-payment". Roto Rooters tactics throughout have been disgusting. I'm asking BBB to enforce a billing adjustment and for Roto Rooter to close this invoice as paid in full. **

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  11/14/23: *************** told me labor costs for digging and repair were $795 with a $461 discount for previous work. But a $1000 down payment was needed now. He flipped very fast pages on his computer and stopped only shortly for some signatures. I know this procedure from previous work by this company but had received a hard copy immediately afterward. I have cataract in both eyes and need a hard copy to read small print. But I did not get a hard copy this time and was told I get it later. Therefore I asked; What will I have to pay next time? Answer: 1700 minus 461, the costs for the replacement parts, we will know later. 11/18/23: ****** asked me for a signature and payment. I saw a bill close to $ ****. I asked for what? Show me the details! He just stated that these are the regular costs decided by the company. I refused to sign and to pay, and demanded the branch manager on the phone. ****** literarily ran to his car screaming: "From you, I had not expected any problems." 11/30/23: I received as an e-mail an alternated copy of the contract. For the first time, I saw the demanded costs of $ ********. The down payment is supposed to be 10% meaning in this case $800 instead of$1000. The performed task failed twice the inspection by the building inspector.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Had roto rooter on 11/15 snake out my main basement drain. They told me there was blockage and I should consider putting in a main drain line. Today is 11/29/23 and it has been exactly two weeks and my basement is super flooded. Its worse than when I called them on 11/15/23 for the initial work. I agree I most likely need to replace The main line to the house however the work should last more than two weeks. Its so bad my brand new hot water tank shut itself off so we now have no hot water

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 believe that this company takes advantage of people and tells big lies. I unfortunately got scammed into thinking the customer ********************** was decent because when they want your money they come out ASAP. Once youve paid and need the job finished they dont show up. Ive called countless times and no one has showed up to finish the excavation job I was extremely overcharged for, also in hindsight I find it ironic that the plumber knew my pipes were broken. I dont believe this company or what they say for one minute. Dont ever use them and wont ever use them again.

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Company will not fix a problem they created. I paid Roto Rooter $786.77 on April 14, 2023 to installed a new water regulator at my home. When the technician arrived to do the job, he did not have adequate tools for the job so he borrowed my tools to do the job. Then told me he needed to add a part, a coupler, which he installed up line from the regulator (more money) that part was not needed for the regulator he removed, just the one he was putting in. He gave no explanation as to why he needed an extra part other than line size. Took him all day the day he came out to install the regulator, leaving several times for I dont know. The new part he added leaked. I did not check his work (didnt think I had to check his work, my mistake). Then in November when I did my weatherization tasks around the house - that is when I noticed the leak. I called Roto Rooter on November 21, 2023 and they said they would send someone out to look at it but said only had 6-month warranty. They sent the same guy who installed the part. He said it was out of warranty and he would try to tighten but could not tell me why a part installed less than seven months ago has failed or is leaking. The part is not bad the plumber is. He left without telling what he had done and yes it still leaks. I will have to find a real plumber now to fix his s**** up at my expense because this company does not stand by its work. The part is fine he just didn't want to dig the dirt from around the pipe when he initially installed the coupler, so it is a tight fit and hard to get your hands and tools around the coupler to do a proper installation and as a result, he did a crappy job and it leaks. Really poor workmanship by this company.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Called rotor rooter to come to my home and give or tell me what needs to be done to fix my clogged pipes in my home. Technichian came said it needed to be rotted and he will fix and clear to city street main sewer line. I paid and signed . He said everything went smooth and clear rotted to front of my home. 2 days later water wasnt going down compelty week and a half complete back up. Another techian came out went to my clean out and said the first tech did not do what he said he couldnt get passed 10ft plus it goes to the back of the home. Quoted ******* dollars to install a liner in pipe. Told me to call branch and request a refund. Next day called ******* branch spoke with ******************** she was the most ignorant and had no customer value or care for her customers. Told me to be greatful what i had done and i paid all that money for some flow. I paid for no services and lies and ********* m talking down with no respect. I want my money back for the work that was not done and wrongful services. Not only the stress and time this has caused me and my family.

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Technician sent to our home and could not locate the clog, previous plumber couldn't figure out where it was and said a little bit about what the other plumber said but we were starting from scratch. Originally the technician wanted to try to snake through toilet, as jacuzzi tub was too complex for tech as it was for previous plumber, so we removed toilet ourselves as to not be charged toilet removal fee if it works, but he hadn't checked the washer dryer room adjacent where another toilet is and said it won't work after we did the work due to back-to-back toilets. So we removed toilet for nothing. He said couldn't find anything after getting on the roof and all, so he called supervisor to come out the next day.Supervisor came out and used a camera into jacuzzi tub and said there was a clog going into the line somewhere past the brick wall into the bedroom on the LEFT--quoted us over 4K to fix not including thousands for subfloor tear out. He said we could do the jackhammering from the bedroom on the left underneath the brick wall ourselves towards the bathroom to save money.Instead of that, we pulled out our own jacuzzi tub ourselves to get a better look after they left and it revealed that there WAS NOT A PIPE RUNNING TOWARDS THE BEDROOM ON THE LEFT AT ALL. IT GOES UP INTO THE CEILING/ROOF ONLY AND THEY WERE LOOKING AT THE WRONG THING.So obviously the only other way to go down the pipe is going toward the washer dryer room on the RIGHT where the flooding happened. Ended up using a $40 snake from ********** in the pipe in the washer dryer room adjacent to bathroom and unclogged ourselves. Not plumbers, but solved this ourselves. At least the first plumber admitted he couldn't find it.But Roto-Rooter instead of admitting they couldn't find it, they lead us the wrong way and now want $550 and sent it to collections. AWFUL AWFUL AWFUL.