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:11/26/2024

  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.

  We had Roto out on Nov 18th. And we had ****** ****** out 3 days later. The tech from Roto explained to us that we actually had a septic tank (when we purchased the sellers listed home under city/sewer). And that the issue was that tank was damaged and needed to be dug up. The cost would be $4000 to $12,000. This was after we had just paid them the $535.00 to "clear the pipes" but after speaking to the 2nd company we learned that not only was the work not necessary (which is why we had to have a second company come out anyway. We learned that all they did was push the water into the septic tank. And after contacting the manager, then speaking to the G.M ****...we were told that there was nothing that could be done because they did what they were supposed to. The G.M then said to me "IF i wanted to call ****** and the ppl from ****** say back to him what they said to me. That THEN they would refund my $535.00" why do we need another company to make u do the right thing that makes zero sense to me. Thank you for any help you can provide!

  Business Response

  Date: 12/12/2024

  To whom it may concern,
  On 11/18/24 Roto Rooter responded to a call about a potential sewer back up into the home of **** **** ***** **** ******** **. When we arrived we were told the house was on city sewer, and received permission to Hydro Jet their sewer line. My technician ran a Hydro Jet through the cleanout outside this residence for a few minutes before he hit an obstruction that he could not pass with his jetter. He then reached out to his supervisor to come out with a camera to identify this obstruction. (will not allow me to attach video due to size but am happy to provide) we discovered that roots were backing up the line and Jetted them out to clear the blockage. After we cleared the blockage we discovered they were on a septic tank, not on city sewer like expected. The technician and supervisor notified the customer that they were on septic, not city sewer and they may need to get it pumped sooner then later as it was starting to fill up.
  ****** ****** was called out to pump the line. When we were notified of this complaint I called **** (the owner of ****** ******) to inform me if what these customers where saying was true. His reply was "absolutely not" (Please see note from bill attached to explain what he witnessed on site.)
  
  With all this being said, I did reach out to the customer to come to some sort of compromise simply because we would like to earn a better relationship and reputation with the community. We offered a good faith refund of $250 which was excepted by the customer. This issue should now be resolved. 

• Initial Complaint

  Date:12/19/2022

  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.

  I think they broke my outside faucet and it's been leaking water in my basement it been like that for at least 1 month maybe 2 but I can't get them to come out and look they never showed up to fix the problem.

  Business Response

  Date: 01/03/2023

  I went and spoke with *** **** and her husband about their concerns. There is a leak present, but not the fault of my plumber that was out. The customers water system is comprised of galvanized lines, or in plumbing, a threaded Durham system. The age of the pipe and an improper and illegal, saddle valve was used by a previous contractor that was the source of the leak. This explanation seemed to satisfy the customers concerns. Roto Rooter also gave the option to re pipe the basement and fix and further issues or damage. Thank you

  ***** *******

  Operations Manager

• Initial Complaint

  Date:08/16/2022

  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.

  In April of 2022, we contacted roto-rooter in Chatham Illinois due to a leak in the basement under our bathroom. Roto-Rooter advised there was mold and would have to tear the bathroom and fix the leak.When they came over to tear the flooring out, they stated there was black mold and category 3 claim "black water" that needed treated. We submitted a claim through our insurance and was advised everything was covered to tear out the bathroom and treat the mold. Roto-rooter also stated the plumbing was not up to code and needed to repipe the basement and main line due to backup of sewage water. Initial work was done to get rid of mold and sewage. Then they started the plumbing in the basement and the main outside in the yard as well, which was not covered under insurance and was financed and paid out before the job was complete. During the job they tore up some of the basement floor concrete for the bathroom piping and for the new pit they put in. It was weeks at a time where they did not show up to continue their work even after multiple calls. Each time we called we asked for an itemized bill for all services they performing, but they kept ignoring that request. During the wait to complete the work, my basement completely flooded. Roto-Rooter told me a rock got into my sump pump and broke it. I have pictures and video from the debris/rubble/rocks that was in my basement from they demolition of the basement floor. I also have pictures and video of the hole the debris/rubble/rocks fell into, where the sump pump is located. The plumbing service company is saying that the failure of the sump pump is not due to their unfinished work. I had to open a second insurance claim due to the sump pump failure and flooding of our basement.That damage is still being evaluated by insurance. Roto-Rooter has not sent an itemized bill, will not reimburse for the damage caused, and they are threatening to send me to collections for the remaining balance. The job is not complete.

  Business Response

  Date: 09/07/2022

  In regards to this claim we have deduced the following:

   

  The customer received a breakdown of charges in regards to the property above. The charges are accurate and correct. I, as the operations manager, went in sight and ran a camera in the line and proved to the customer beyond a shadow of a doubt that the gravel that was entering his sump crock was from a compromised perimeter tile releasing gravel into the crock therefore seizing the pump. The customer was trying to deny the visual proof. We, as a company, took pictures and videos of the line.

   

  We have solved our issues with this customer from a plumbing and price stand point. Thank you. I fear any other issues are because the customer is in a bind with the bills moving forward for the second clean up.

  Customer Answer

  Date: 09/09/2022

   I am rejecting this response the issues has not been solved from either a plumbing or pricing standpoint.  And there was not proof that their actions did not cause the flood.
   I have concerns on the "itemized bill"(which I am attaching), such as the rental of machinery that was broken down in my yard for 2 days.  
  The state inspector came out and he told me no inspection was ever done by the state or city prior to, or while working on the plumbing. In addition, multiple code violations are on his report of work that Roto-rooter performed.  I am attaching a copy of that report.