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Business Profile

Sewer Cleaning

Roto Rooter Service

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sewer Cleaning.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    Type:Billing Issues
    Status:
    Resolved
    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.

    see Attached document

    Received estimate - no paper work given to me. Got bill was $700 higher than estimate. Contacted them for explanation and they wouldn't answer my calls. **** ****** then ***** said he would refund $400 to me if I gave him a good star rating. He said he would send text link. Never did & now he won't answer my calls. Also they put rocks in my air conditioner & buried the base in dirt. Don't know if my air conditioner works until I have it serviced. The unit almost fell in the hole. 

    Business Response

    Date: 04/07/2025

    We have spoken to **** and the refund was processed back in March.  She is happy now.

     

    Thank you,

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

    Customer Answer

    Date: 04/14/2025

     I am rejecting this response because:


    While I did receive a partial refund back in march, I am still not satisfied with the state of things. Roto Rooter still owes me $300 and they need to pay for my air conditioner to get checked, as when they did the work for me, the air conditioner almost fellinto the hole that they dug. They had told me they would dig around it, but instead they dug right through it. I need to have it checked to make sure it actually still works. They had to go get additional items in order to prop up the air conditioner to keep it from falling into the hole. In addition, they charged me an additional $700 and have yet to address WHY I was charged that amount in excess of what they told me they would charge. 

  • Initial Complaint

    Date:02/17/2025

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Complaint concerns hydrojetting clean of sewer line on 1/28/25. Supervisor, ****, has been informed of all of the listed issues and failed to resolve matters. He is no longer returning phone calls.
    -Failed to clean 90 foot sewer line as done in past years by Roto-rooter. ****** ******** verified that the lines were not cleaned.
    -Removed sewer drain plug and failed to properly replace. As a result, sewer gas filled house.
    -Scratched top of washing machine with tools.
    -Lied about the use of scope in examining in-house main plumbing lines.
    -Incorrectly used water sensing meter throughout the basement to try to sell additional services.
    -Brought significant mud into the house on their shoes and failed to clean-up their mess.

    Business Response

    Date: 02/28/2025

    We have resolved this with the customer.  Thank you

     

     

  • Initial Complaint

    Date:11/19/2024

    Type:Product Issues
    Status:
    Answered
    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 October 3,2024 I had roto rooter come to repair a toilet problem in my rental at **** * ******* *** ******* **. The tech used a router to clean out the sewer pipe, however went through a non existant pipe and stated he hit dirt. I informed him that he went the wrong way. I paid for the service, and the tech returned to address the correct sewer pipe. I again paid for the service. Then I was informed of a much larger work order which I was given an proposal for the work. At that time I paid $500.00 deposit, but decided not to do the work as the toilet was working properly. I spoke with ******* ***** and requested my money back for the incorrect service and my deposit. I have included the invoice that he sent acknowledging the credits, however I have not received my money. I called again 2 weeks ago and was promised the refund by check in 1 week. As of this date, I have not received my refund.

    Business Response

    Date: 11/20/2024

    I have refunded 500.00 and verified with our customer that he received it.  Customer just agreed on the phone to show me that we charged him for a bill that I don't see in our system.  He stated that he will bring this bill into the office.  

     

    This will be resolved as soon as he arrives to our shop with the documents needed.

     

    Thank you,

     

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

  • Initial Complaint

    Date:12/01/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    Roto Rooter of Peoria came out to my home on November 14, 2022.
    A floor drain in my basement was backing up when the washing machine emptied.

    The tech could not get the access he needed from the floor drain. He drilled a hole into one of my pipes and covered it up with black electrical tape.

    The basement toilet was removed in order to have a different access point. Still no success and they forgot to hook the water line back up to the toilet when they put it back.

    In conclusion, they tried using their equipment to clear the pipe leading out of my house, but were unable to do so. They were unable to complete the work and suggested I call a plumber. I was charged $145 for their visit.

    The technicians were professional, but I don't feel that I should have been charged this much for a job that was incomplete.

    I called Roto Rooter a few days later. The lady who answered agreed that I should not be charged this much. She left a message for the manager to call me back. He never called me.

    I had to call back two more times before I was able to speak with a manager. I explained the situation to him and I asked for some reimbursement. I was not looking for a full refund and asked him to meet me half way. He would not offer an apology or any type of refund.

Roto Rooter Service is NOT a BBB Accredited Business.

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