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:07/26/2022

  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 07/05/2022 I had a clogged drain pipe leading to the main city sewer line. I expected I needed the roots cleaned out from the house's outlet pipe. I called a contractor that I had successfully used in the past. They were busy that day so I called Roto-Rooter in ****, **. After they supposedly removed some roots, the tech said they had trouble removing the roots using their equipment. They did not go back and get the right piece of equipment as they said they needed to get a larger clean-out whip. They suggested I set up an annual maintenance program. I politely declined. Given invoice (i13661). I paid the amount of $233.05 by check. Less than 72 hours on July 7th, the problem reoccurred. The next morning, July 8th I decided to call the local contractor. They arrived that same day with their clean out whip equipment and removed another root ball. I told this contractor about the Roto-Rooter work completed a few days earlier and the Maintenance Program ** suggested. They responded that the maintenance program was unnecessary, as I have not needed this work often over the 23 years. I told this contractor that the ** equipment was not large enough to handle the work. Since this second contractor completed the work, I have not had any reoccurring problems with the pipe plug July 11th I contacted the Roto-Rooter help office explaining the situation and requesting a full refund. The *** ****** called 2 days later. I told him the details that occurred on July 5th and that I felt a refund was appropriate considering their techs did an unsatisfactory job. I told him the following:1) The technicians admitted to not having the proper equipment yet used the wrong equipment to do an incomplete job, and made no attempt to get a larger clean out whip.2) The technician was so focused on selling me a maintenance program that, as a result, the quality of work suffered.I have waited over 11 days for a return call from *** ***** This is poor customer ******************************* work.

  

  Business Response

  Date: 07/29/2022

  Hi *****,

   

  Thank-you for letting us know about your concerns. We value our customers' feedback. I believe at this time, our Roto Rooter lead has reached out to you via phone call regarding your submission. We have scheduled a free camera inspection to ensure all is perform correctly in your line.

  Please contact us with any other feedback at ************.

  Thank-you for your business and allowing to serve you.