Complaints

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:06/04/2025

  Type:Billing 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 was seeking a company to drain my spetic tank. RooterPlus on 5/8/2018 charged me $1450 stating there were mulitple problems with my tank. On 6/15/2024, they charged me $3193.64, again telling me there were multiple problems. And they said the previous team did not properly service the tank, not realizing that the previous team was from their company. I believe that I should have been charged only about $300 for just emptying the tank.

  Business Response

  Date: 06/05/2025

  We originally went to the customer's house in May of 2018.  We did make a handful of repairs.

  We were called back out on June 15, 2024 - six years later and one year ago.  Septic systems need attention and it is not surprising that this customer needed more work 6 years later.  There is no record of the customer calling with any concerns over the work done either trip.  There are no recorded phone calls from the customer.  Not sure why this customer is comparing at this time.  

  If there is something failing on your system that we replaced or fixed in June of 2024, you still have some time under warranty to call and get us out.

  There is no justification to refund $2800 for work that was done and needed.  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23418740
  
  I am rejecting this response because: I did send a letter to RootePlus after the 2nd bill copying both invoices and asking why such high charges were made.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 06/05/2025

  We have no record of that letter.  Please feel free to resend it and address it to ******* ******* at ************************************* *******, GA *****.  I am sure my septic manager can answer any questions or concerns you may have had last year at this time.  Thanks 

• Initial Complaint

  Date:03/21/2025

  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.

  On 2/20/2025 RooterPlus serviced my septic tank. I was told that more than the pumping of the tank was needed. Additional servicing of the line was needed and the filter needed to be replaced. Once servicing was completed they covered the area back and nothing was visible. I could see the service man covering the area and riding over with the digging machine pressing the soil back over the tank. On 3/18 after a weekend of rains a pipe above ground could be seen along with fragments of pvc. I called RooterPlus and wanted to know why piping was above ground. Prior to them servicing my tank nothing was visibly sticking above ground. The phone attendant had me text her pictures and I explained that my home is over 20 years old and I have had my tank service multiple times in the past and nothing was above ground. Nothing on my invoice indicated that now I should have an above ground pipe that is open. No one told I would have something above ground. She texted back that a manager would call me. I called back 3/20 spoke with multiple people each telling me a manager would call. No one has called me to explain what is going on. It seems that the opening would allow dirt and other things in to my tank. It also seem danger out for my small grandchildren to be around this uncovered open pipe. I need to know what is above ground now and why wasnt this explained before the work. Did they damage the pipe riding over with the digger as they pressed down to compact the dirt in the area.

  Business Response

  Date: 03/24/2025

  This was handled with the customer even before we received the ******************** complaint.

• Initial Complaint

  Date:02/24/2025

  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.

  On February 23rd 2025 my septic tank became backed up. I called Rooter Plus to set up an appointment and was informed that I would pay $150 for my tank to be pumped. The earliest they could do it would be the next day between 10:00 a.m. and 2:00 p.m. in the meantime I had another company come out and evaluate the situation and they did so by digging. When the technician arrived they saw that the ground was disturbed and refused to service my septic tank. My household was left without sewer service. The company made no effort to tell me up front that they expected to be able to do all the work for the price that they were offering. This constitutes false advertising as they did not live up to the expectations that they set. They must remedy this by informing customers that $150 is contingent upon more work on their part and more billing on their part. Their practices are unacceptable and unprofessional. This is false advertising.

  Business Response

  Date: 03/04/2025

  I apologize for not getting this response back to you in a timely manner.  I went back and listened to your phone call with my office staff when you booked the call.  My CSR read exactly from the script provided.  Everything that was read to you was accurate and has been how we have been doing business for 30+ years.  With that being said, we absolutely did not take care of you as a customer the way we should have.  We pump tanks for $150 every day with no other work done.  I am not sure why the technician handled it the way they did.  I am terribly sorry for the inconvenience for your family.

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22983331
  
  I am rejecting this response because:

  This is false advertising plain and simple. I will make sure everyone I speak to will know to expect nothing but wasted time and predatory practices if they call this company.

  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 03/04/2025

  I am sorry you feel this way.  We have more 5 star reviews than any other septic company in the state of **.  Not sure I can say anything else to change your mind.  At the end of the day, I am disappointed that we could not provide the level of customer service that you expected.

   

   

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  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.

  Had RooterPlus do plumbing work on my home and the technician damaged my HVAC system. I contacted the company and spoke with a supervisor named ***************************** and he stated they would make it right all I had to do was send pictures. Well, I sent pictures and never heard back. Anytime I would call he was unavailable, I left multiple messages and emails still nothing. This cost me almost $600.00 dollars to have fixed and RooterPlus just ghosted me on it completely.

  Business Response

  Date: 08/08/2024

  I am confused.  We pumped this customer's septic tank in December of 2023.  I attached a picture, and I don't see an AC unit close to our worksite.  None of my managers remember anything about a complaint regarding this work.  All calls are recorded and associated with the address and there is no record of any follow up call coming in with regards to any AC damage and I don't see an invoice for any repair to the customer's system.

  Please call the office and speak with *****, who is the septic manager.  I am assuming your issue is with the septic work that was done 8 months ago and not the plumbing work we did in 2021.  Our office number is **********.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22110539
  
  I am rejecting this response because: This is in regards to plumbing work that was done a couple of years ago. This is NOT in regards to septic tank maintenance. Over the last few years Ive reached out to RooterPlus about this issue multiple times. ********************** has apparently decided its not in his best interest to stand by his word and his employees work/mistake. 
  
  Sincerely,
  
  ***************************

   

  Business Response

  Date: 08/09/2024

  I apologize for assuming.  I did not think this could be from an issue 3 years ago.  I will handle moving forward.  Please send the documentation you mentioned in the original BBB message to ***********************************  I will take care of it.  Thanks, *******

  Customer Answer

  Date: 08/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/02/2024

  Type:Service or Repair Issues
  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.

  I came home to find the main water line to my house was ruptured under my front porch and water was running out from under my front steps. After a quick search I call RooterPLUS! (aka Inspector Drain) the following morning. They send out a tech almost immediately. The guy that shows up seems young and inexperienced for such a complex problem. Nonetheless, I take him inside the house, show him where the water pipe comes through my basement wall, show him where it comes out under the porch outside and leave him to do his thing. About an hour later he comes inside and explains that the break in the pipe is under the porch and not reachable (duh!) and requires a crew with more sophisticated equipment to make the necessary repairs. He says, he will email me a quote for the full repair (which he does) and that the office will contact me shortly. He says the crew will be there in a few hours with the equipment but he needs to go ahead and charge me for his portion of the work which is $489.60 (I find out later that day after looking at the pictures included in his quote, all he did was dig a small hole in my flower bed, no where near the pipe, that quickly filled up with water.) He asks for my credit card knowing full well I'm in a desperate situation without running water and I have to get to work. I trust the crew will be there soon to make the repairs so, I hand it to him. He charges my card, has me sign an electronic device, and leaves. I end up working from home the entire day waiting to hear from these guys and they never call or come by. I call RooterPLUS the next day and they tell me they will have someone call me back. They never call. I call back again the following day, the girl that answers the phone says someone tried calling twice. Interesting. I'm waiting by the phone and I have no missed calls or voicemails. I ask for a manager and she says all managers are busy but one will call me back. Still no one calls. These guys are running a hustle. BUYER BEWARE!

  Business Response

  Date: 08/05/2024

  Management finally spoke to the customer last week.  There were some missed calls.  I just heard about this issue when I saw this complaint this morning.  I am not proud of the way we handled this.  The customer's money has been refunded.

  Customer Answer

  Date: 08/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/05/2024

  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.

  Unfinished ************** Rooter plus didnt fix the problem. I feel like I was deceived knowing that I was gonna have to call them back to fix the problem. This is total deception on their part taking advantage of a single lady. This is bait and switch

  Business Response

  Date: 04/10/2024

  The customer called us out in November of 2022.  We went out and diagnosed a failing septic system drain field and told them it should be replaced and gave them a quote.  We did not do any work at that time.
  
  They called us back in September of 2023.  We went out and gave them a quote to make some repairs to their system including a treatment to see if the drain field could be fixed.  The customer agreed to the price and signed the authorization to Proceed contract.  We did the work and the customer paid us and then signed the Acceptance of Work performed contract.
  
  The customer called us back on 1/9/2024 and was having problems again.  The line item treatment that we did to try to avoid replacing the whole drain field did not work.  We quoted them a price to replace the drain field minus the credit for the failed Oxidizer treatment.  Even though our warranty is not handled this way, if the customer calls the office at ********** and asks for *****, he will be able to cut them a check and credit them for the failed attempt at fixing their drain field.
  
  

• Initial Complaint

  Date:02/13/2024

  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.

  On February 12 they came out to do a septic tank inspection and pump. 1. Their crew drove across the yard causing unnecessary damage to the yard. The tracks can be clearly seen in photos following the edge of the pavement. 2. When opening the lid of the septic tank, they did not fully clean the lid before prying it open with unnecessary force. This caused the bevel and lid to be damaged. We were instantly given a price to replace with a new pvc lid. 3. The guys on site admitted the damage was their fault and then gave conflicting information to the two home owner representatives at the home. We were then provided with additional quotes to replace the entire system. The concrete showed fresh damage. 4. At this point we began having difficulty reaching a manager in the office. 5. On Tuesday February 13, I remained on hold for 20 minutes before being connected to a manager who claimed that no damage was their fault and was extremely hostile.

  Business Response

  Date: 02/19/2024

  There is no way to drive a tractor on wet grass without leaving tracks.  According to our manager, the situation has been resolved and a new lid has been set on the tank.  The concrete baffle was already cracked and showed deterioration.  What repair is the customer looking for us to make if the lid has been replaced?

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21286080
  
  I am rejecting this response because:

  The damage to the yard was completely unnecessary. The equipment could have been driven down the driveway, six inches from the track damage on the grass. 

  The damage to the tank was repaired by another contractor who confirmed that the damage was new and could have been avoided. The damage caused significant, unnecessary issues with the purchase of the house and resulted in financial impacts on both parties. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/26/2024

  What compensation are you looking for?

• Initial Complaint

  Date:10/22/2023

  Type:Order 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.

  On behalf of my elderly mother I will disclose what was recorded on camera and in person. My mother was charged ******* to pump out a septic tank. This job is typically no higher than ******* from what I have gathered from numerous companies. She was alone at the time. The company used the bait and switch. Then proceeded to confuse my elderly mother and tell her that there were many services performed. This is all on camera. Also she was never given a receipt. I stopped payment on the check she wrote. She was taken advantage of by these criminals. I will pay for the work that was done. If we cannot come to an agreement I will pursue criminal charges and an attorney. They BBB and AG Office have been notified of the situation.

  Business Response

  Date: 10/31/2023

  I am sorry that you feel that we "confused" your mother.  Criminal is a very strong word.  We have an A+ rating on this platform, have been in business for 30 years and have more 5-star reviews than any septic company in the state of GA.  I have attached the invoice for the work performed.  As you can see, we did more than just pump the tank.  Per protocol, the tech attached pictures of all the work performed.  Your mother gave us this email, ******************, and the invoice was sent immediately after the work was performed.  Upon receiving this complaint, I asked my technician if he thought your mother was confused.  He said he did not feel that way at all.  Unfortunately, we are not able to make sure that every customer who is "elderly" is represented by a son or daughter while we are onsite.  We stand by the work that was done.  If this was a conversation regarding the pricing being high and your mother on a fixed income or something like that, we can have that conversation and see if there is there is something we can help with.  But to be called criminals and threatened with attorneys, that changes things a little.

• Initial Complaint

  Date:09/12/2023

  Type:Service or Repair Issues
  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.

  I had an issue with my toilet flooding anytime the shower was running. I called the company and explained the issue. They stated it may be a septic issue. They came out and said that the septic needed to be fixed and that it would be almost $4000 to fix. Im a recently new home owner and had them fix the septic last year so it did not make sense but they stayed it was the only way to stop the flooding. They worked on my septic and I paid the bill. They leave and I turn on the shower and the toilet was still flooding. I called them back and the representative stated that my issue is a plumbing issue and that they would send a plumber to fix the issue. The plumber came and fixed the issue with the toilet . They did not charge me for the plumber to fix the issue bc the issue was never fixed the first time and the issue with the toilet had nothing to do with the septic . The issue was a plumbing issue and they ripped me off. The company is not ethical and I contacted them multiple times to speak with a manager and no one at the company can find the manager. Each time they say the manager is on vacation, sick or some other story they make up. I want some form of credit back for being lied to and taken advantage of .

  Business Response

  Date: 09/18/2023

  ********************** called us and we sent a septic technician out to the house.  The septic tech diagnosed a septic system that was failing.  I have attached the invoice.  The tech did the work that was quoted and collected $3478.39.  It was later determined that there was a plumbing issue as well.  We went out and took care of the plumbing issue at no charge.  My licensed septic tech stated that the septic system needed the work done.  Had we repaired the plumbing issue first, the customer would have still needed the septic work done as well.  My septic manager was out of town for two weeks and came down with COVID on his way back.  He is back in the office today for the first time in over 3 1/2 weeks.  I am sorry that the customer feels like she was ripped off.  I would like offer $1000 to the customer as a customer service gesture, even though I think we did a nice job of fixing her issues.  I can put it back on the CC.

  Customer Answer

  Date: 09/18/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I spoke to the people who did the septic tank and they said that the septic was not failing. So this email and what I was told by the people who fixed the issue is conflicting. I had the same thing done last year and I looked at the notes as well. I only called asked to fix the the toilet and that was not done until they sent someone out to fix it. I will accept the $1000 back because work was done but I am not happy because what is in your email was not what I was told by anyone who came to fix the toilet that was leaking. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/29/2023

  Type:Sales and Advertising 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.

  The amount of 773 was paid directly to Rooter Plus! for the service of replacing the showerhead k**** in order to stop a leak. The standard is between 75 - 150 via Home Depots Pro rate.********************************************************************** They charge an extremely high rate and depend on duress. Explaining the price is so high and that the bill would be worse than the fee. It's opportunistic and taking advantage of customers on the spot. =

  Business Response

  Date: 08/30/2023

  This customer called us at ****** on 8/**.  We had a technician at his property at 1:55pm the same day.  "Duress" is not how I would typically describe the situation with a controlled leaky shower valve, but maybe that is how the customer felt.  Regardless, we presented him the price directly from our price book, the customer accepted, we expertly installed the new shower/tub handle, gave him a 1-year warranty, collected the money and left the property.  Our price is right in line with other licensed and insured plumbing companies in Metro Atlanta.  If the customer thought the price was too high, all he had to do was say, "No thanks."  We would have packed up and left.  

  Even though he left a one-star review on ****** and complained on this site (which is absolutely his right), I have no problem crediting back $50 as a nice customer service gesture.  

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20537052
  
  After careful consideration of the response provided by RooterPLUS!, I am compelled to reject their explanation for the following reasons:

  1. Misrepresentation of Pricing Model:

  During both telephone conversations with Managers ***** and ********, I was informed that the pricing structure was primarily influenced by factors such as labor time, parts sourced from home improvement stores, and associated costs. It was explicitly communicated that a bundle of items necessary for the service would amount to a range between $450 and $500, inclusive of the required specific part. Additionally, it was conveyed that the company's advantageous partnerships with suppliers contributed to cost savings.

  
  2. Request for Itemization: In light of the substantial discrepancy between the initially quoted price range and the final invoiced amount of $773, I requested a comprehensive breakdown of the expenses incurred. This was particularly pertinent considering the inclusion of a $30 fuel charge and an unexpected $743 charge for a shower k*** replacement and full rebuild. I believe that as a customer, I am *********** transparency regarding the specifics of the tools and materials utilized during the service. An itemized report was requested and not fulfilled.

  
  3. Lack of Communication Regarding Urgency: A significant point of contention arises from the urgency conveyed by the company's staff during the in-person interactions. I was given to understand that immediate action was imperative to prevent further financial implications, leading to a sense of pressure and duress. It was stated that delaying the service would result in additional costs exceeding the $773 quoted. A more accurate portrayal of the situation, such as describing it as a "controlled leaky shower valve," would have allowed me to make a more informed decision without feeling coerced.
  

  Given these points, I firmly believe that the response provided by RooterPLUS! fails to adequately address the concerns outlined above. I am seeking a resolution that aligns with principles of fair pricing, transparent communication, and ethical business conduct.

  
  I kindly request that the Better Business Bureau intervenes to mediate this situation and facilitate a resolution that is fair to both parties. I anticipate a comprehensive review of the pricing breakdown, a clarification of the urgency surrounding the service, and a reconsideration of the final billed amount.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/31/2023

  I have no intention of taking the time to explain how I came up with my pricing.  To be honest, it is really none of your business.  As an exercise, I walked into the local Longhorn's Steakhouse last night.  I ordered steak and a potato and broccoli.  The price was $24.  After the meal, I asked the waiter to get the manager and I asked her to please breakdown what she paid for each portion of my meal from their costs, the labor for each chef to prepare the steak and the sides, and everything else that went into the pricing of that meal.  She laughed at me.  My offer stands.  My reasoning stands that if the cost was too high or you were not comfortable with that price while you had water dripping from your shower into the tub, you should have said "No" and called a handyman.

  Customer Answer

  Date: 08/31/2023

   
  Complaint: 20537052
  
  I am rejecting this response because:
  
  It is my business for the sole fact that as a customer, you're providing a service in my home. I requested an itemized breakdown and how services are broke down.

  With your example, if you order an item at Longhorn's Steakhouse, they break down the costs of each individual item of the menu at least provide some form upon request.

  It's extremely unprofessional based on your reply and speaks volumes on RooterPLUS! policies, pricing, and how you are replying to this situation.

  Some level of transparency is deserved to a customer and as previously stated in my last message about lack of communication regarding urgency.

  You shouldn't have to use a sense of pressure and coercion to get your sales. I did communicate that the price was high, and was communicated with your staff that if I don't provide said fee, I will pay more to find someone else just not having it handled now.

  In post, when requesting the itemization, I heard that an itemized list will be searched for and would possibly be given by both your managment. Nothing was received.

  Now in hearing from you, I'm assuming either the same management or higher brass "I have no intention of taking the time to explain how I came up with my pricing."

  The lack of professionalism show, use of bad practices for sales. There's no consistency from how you did your pricing. I've heard it's a flat rate, I've also  heard it's based on the time, labor and cost of items it would cost me, and now I've heard you have no intentions of sharing the pricing model at all to any of your customers.