Complaints
This profile includes complaints for Roto Rooter Plumbers's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 38 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/06/2023
Type: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.
Scheduled appointment on 02/04/2023 for 5pm. Company couldn't come out til after 7pm. Reschedule for 8am on 02/05/2023. No show. Reschedule again for 1pm on 02/05/2023. Nothing. Company said couldn't make it out until after 7pm. Then no call no show..
Business Response
Date: 02/06/2023
This is a Franchise location
*********************
Customer Service Manager
Roto-Rooter Services Co.
Corporate Headquarters
Initial Complaint
Date:01/24/2023
Type: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.
On Jan. 14th Roto-Rooter replaced a water heater. They did not leave a paper receipt or estimate. Everything was done on a tablet. I was not shown the breakdown of the total cost. He said his labor would be $325 an hour. Although I thought it was high, I agreed. The plumber said he would email a receipt/ invoice. He has not. I have called three times. Each time they say they will furnish the receipt. The last time I called, they said that they don't know why I have not been furnished a receipt but that they go out ***** business hours after completion of the project. That clearly has not happened. They were here for 3 hours.Business Response
Date: 01/24/2023
This is a Franchise location
Initial Complaint
Date:11/30/2022
Type: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.
On Monday afternoon, 11/21 I requested a consultation from Roto Rooter for our upstairs bathroom sink which had been clogged for a few days. This call took place around 4:45pm and I was told that someone will come in a couple hours and that if it's past 7:30pm, they have to charge us $79 for an "after-hours" fee. Around 6:45pm, I was notified that the technician was on his way, and he came soon after that (before 7:30pm). He took a look for ***** minutes and gave me the estimated cost for the unclogging, then left (before 7:30pm). However, I was charged $79 because (according to him and the woman taking my credit card information), "after-hours" begins at 5:00pm (a different time than they mentioned before). They charged my credit card the $79 even though the person left before 7:30pm. I would like the $79 back since they originally told me the consultation was free until 7:30pm.Business Response
Date: 11/30/2022
This is a Franchise location.Initial Complaint
Date:09/26/2022
Type: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.
On Monday 9/19 there was sewage coming up my kitchen sink. I called Roto-Rooter. I was charged $454 for the evening service call fee, the cost to snake my line and the camera fee to see what was causing the issue. That evening a technician cleared the clog and claimed to have snaked it. On 9/20 the manager ******************************* along with another worker came out with the camera to see what was causing the issue. After looking at it he claimed that my mainline needed to be replaced because the tree in my front yard had damaged it underneath and the only option to fix it was to have it replaced. The cost would be over $13,000. I asked if there was an alternate and he stated no, that is the only option to fix it. He stated they had financing and we ran my credit to see if that was an option. Thankfully I did not qualify. I told him I would think about my options and contact him later. Later that evening I called because I wanted to confirm that the paperwork I signed was just for the estimate as he had stated and not an authorization to do the work. I had also stated that I would get another estimate and then follow up. He then offered a senior discount, military discount and to speak to his supervisor about a lower rate. I told him that was starting to make me question everything. He then later texted stating his supervisor could contact me about a 2nd option, even though he had previously stated there was no other options. I had another company come out and they showed me my entire mainline pine and there was no issue with my mainline. There is no tree damage and no need to replace it. There was a toy stuck in my drain. I paid $400 to have my drain properly snaked and to have the camera look at my line. I want my $454 back, an apology, and to have the unnecessary credit inquiry removed from my credit. If my mainline is damaged then they should be able to come and show me with their cameras the roots but they can't because it's not there. The lack of integrity is appallingBusiness Response
Date: 04/07/2023
Hello all. Looking into this job and speaking to all involved heres what I gather. The initial job was done in Sep of 2022. The techs were able to clear drain and find a root intrusion which we gave an estimate to repair. Clients were offered financing and did not qualify. Neither GreenSky nor 2nd chance. After financing was denied a couple days later customers daughter ****** called to complain and ask for the 454$ back for clearing the drain. We gave her a refund in full on 9/26. I did reach out to the customer and left a message for her to reach out. Being that its been so long this is going to be difficult to go back and verify by camera inspection. Ill try her again tomorrow to see if I can get her to remove the complaint.
Initial Complaint
Date:09/24/2022
Type:Status:ResolvedMore 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.
We had a sewer drain back up. We contacted Roto Rooter to clear drain. On the first visit (we were quoted $400 to assess and clear drain if possible) the technician said it was not possible to clear drain. He would need to come back and "jet" the drain at a cost of $1600 (less the $400 for service call). The following day he returned and told us that he could not jet but would need to dig through the concrete of our home and remove the obstacle at a fee of $5,200. No work was performed onsite. We said we would get a second opinion and let him know. We received a competitive bid from Bill Howe of $4,200 and they stated they did not need to go through the concrete in our home. We agreed to have them perform the work, which they did and cleared the drain. They told us and showed us rocks that were put down the drain and suspected it was intentional by a third party. In addition, they cleared the all lines in the house without any destruction to our interior. When we notified Roto-Rooter that we would not be using their services, they informed us they were charging us $1,600, despite not work being done to our premises. We have made numerous attempts to resolve the issue, agreeing to pay the $400 for the initial evaluation. We continue to receive an $800 invoice monthly, stating they are charging us 50% of the jetting fee, which they did not do. We have sent copies of the Bill Howe invoice, showing them the work was completed by another vendor. We continue to receive no communication other than a monthly billing.Customer Answer
Date: 10/24/2022
We wanted to inform you that we did hear from the company and the issue was resolved. Our funds were returned to us with an apology. We consider this matter to be resolved satisfactorily.
Thank you for your assistance.
**** ******Initial Complaint
Date:09/08/2022
Type: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 called Roto Rooter out on 8/19/2022 because my water heater was leaking. The technician told me the water heater was cracked and I needed a new. He told me to just go buy the same one at Home Depot and he would install it. The technician didn't pull any permits for the replacement he told use the old one was good. After I pushed the issue with the permit the company finally got a permit which would include a city inspection. I felt like I was being discouraged to have the pull the permit. When the inspector came out the water heater didn't pass inspection because he didn't attach the flue to the water heater and fumes were leaking into the garage. The pipe also was the wrong size pipe for the pressure relief line and it was trapped against the wall. The city inspector told me to get him back out to the house asap because of the fumes leaking into the garage. The technician came back out and looked at the inspection report and the first thing he did was blame the inspector for the flue and then he called his supervisor on how to fix the issue. He then quoted us $6200 to fix the line and he would have to rip out my drywall and sink in the garage to run the line out to the front of my house. He then suggested us to get their financing for the job. I didn't feel at this point like I could trust a company to do work at my house when he won't take responsibility for not attaching a part. An inspector should not be able to touch a part, and have it come off easily if the work is done right. I didn't have any confidence in Roto Rooter so I called out another company to fix their work. When the new company came out to fix the issue the Plumber touched the pipe they installed, and it fell off. The pipe wasn't even attached. I think I should be refunded for the shotty work that was done.Business Response
Date: 09/21/2022
Our branch manager reached out to customer on 9/8/22 to issue a refund. Thank you.Initial Complaint
Date:09/06/2022
Type: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.
Waited all day on 9-03-22 The man only came after 6:15 P.M., or so.He was only here ***** minutes.Lifted the toilet and ran a snake maybe 4 feet deep or so, twice.Sait it was a septic tank issue and did not attempt to search for a tank or clean it.Nothing was done.On the phone, they say $125 and it will be applied to the bill.When the man arrived, he charged $775.00 and that's all the efforts he made, and did NOT resolve the problem,and charged $775.00.I received the bill today via e-mail.I disputed it.The Septic Tank man came and pumped the tank and looked at the bill from Roto-Rooter,and said to dispute it and report it.This is a scam and people are gouged and we pay Under Duress.This has to be stopped.Roto-Rooter is listed under Plumbers.I thought that I was calling a Plumber.They tell you that they can resolve the issues.............Their paperwork contradicts that.The man did not come with a truck capable of locating a septic tank.His paperwork, what he wrote,is contradicted by the Spetic Tank Man... He called it lies in all directions.He says it is gouging and a scam..........................It is a service not performed........... and way overcharged.I want my money back: $775.00 I want them stopped.I don't know if the man who was here was licensed.The bill has a license # at the top but that does not mean that this fellow was licensed...********************* ******************** **************Business Response
Date: 09/21/2022
Our branch manager attempted to reach out to customer to resolve the situation but she would not let him talk. Please reach out to *********************** at 1-800-491-ROTO. Thank you.Customer Answer
Date: 10/08/2022
I had told you that the bill had been removed from my credit card.......but, it re-appeared again today.So, this dispute is apparently not resolved.That Company is NOT honest and will NOT do the right thing.Customer Answer
Date: 12/12/2022
Lies are FRAUD.Errors mandate corrections.yesterday ( 12-10-22), I spoke to ***************** on which card the charge was posted.Their investigation revealed a new lie.Roto Rooter lied to *****************and said that they told me"that they were coming back to pump the septic tank."~ Obviously and irrefutably a lie,as days went back before a Septic Tank Company came.This was a Rental.Tenants could not use the tub or toilet....Had Roto Rooter said that they were coming back, I would have let them.That NEVER happened. They never said any such thing...This is a new lie.They did not render a service.They came unprepared and too late in the day......They make people sign a tablet prior to entering the house,and do NOT provide a bill at that time.They quote $125. for the service,and do not render the service...They came late after 6: 15 P.M.,did not have the right truck,never said they were coming back,did not render the necessary service,and overcharged,and, have now lied to American Express..............This is not a "closed complaint".............This is an ongoing complaint.American Express has removed the charge,as they now have investigatedand definitely see that the lie conflicts with the next charge~ 3 days later~ from a Septic Tank Company who rendered the necessary service.*********************Business Response
Date: 12/13/2022
Thank you for alerting me to this situation.
My VP of Operations, ************************* spoke with the customer and agreed to write off the receivable (allowing the contested AMEX charge to be reversed).
My understanding is that the customer is now satisfied. If you learn otherwise, please let me know.
Thank you!
***********************
President, RotoCo LLC
Initial Complaint
Date:08/24/2022
Type: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.
Rotorooter submitted a fraudulent invoice to my insurance company. The invoice has fake logs of monitoring, fake equipment usage, exaggerated dates, and even forged my signature pretending to be me claiming they did $8500 worth of work. Complete insurance fraud scam. The biggest piece is they claim they had 8 blowers/filters/dryer running in my home that took daily monitoring (1.5-3h). From 3/21-3/31. This never happened.My insurance ** denied **verage and now **** is requesting I pay this fake invoice. I have tons of evidence from text messages, Ring camera footage, photos/videos, etc showing this work never happened. They are threatening me that they will send me to **llections if I dont pay it.Business Response
Date: 08/24/2022
We received this in the mail but its for a franchise
*********************
Customer Service Manager
Business Response
Date: 09/06/2022
We have proof that the work was completed and no fraudulent activity occurred. Please see supporting documents and photos for the job here https://www.dropbox.com/sh/2c3zhaq875cop72/AABLZFZvO2GBdSK8jVvv5z19a?dl=0.We also have an email stating the insurance company paid ***** $5000 for the claim.
Thank you,
***********************
Marketing Manager
RotoCo LLC
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