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:03/11/2025

  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.

  2/27/25
  
  My sewer line backed up into my laundry room, I contacted RotoRooter to come out. My line was cleaned out and a few roots were brought back up. The technician **** scoped the entire line with a camera and I witnessed my entire line being clear and un-obstructed all the way to the city main. **** then decided, without my approval, to go back in and "clean out a bit more" After a few minutes, I heard alot of banging around in my laundry room. His line had become twisted upon itself and had ran into my washer and dryer. With great struggle, he retrieved his line which was broken. He returned the scope into my line and could not get past a complete blockage with freshly shattered **** pipe. He immediately packed up and demanded payment, stating my line was free and clear. When I mentioned it not being free and clear, and in fact was now broken, he became defensive and aggressive with me, threatening a lien on my home. He then asked me to sign a waiver clearing roto rooter of all damage and I refused. I contact the owner **** for some help with the situation and to bring his technician's behavior to his attention. ****, even having video evidence of my line being scoped, refused to resolve the issue and has since sent me a bill. The bill says that they were not able to get past 120' which is a blatant lie. I have had to since have my sewer line repaired at the cost of over $5,000. This company does not respect it's clients and I worry that their intimidation tactics may go to far.

  Business Response

  Date: 03/27/2025

  As *** ******** is aware, we
  have documented history of this line experiencing root problems since 2012.
  Lines with such significant root invasion typically require repairs, and based
  on this history, we anticipated similar issues. Our technicians are highly
  trained and thoroughly evaluated before being sent into the field to identify
  problems and recommend appropriate solutions.
  ****, as our technician,
  followed the protocol and did what was required of him. He serviced the line
  and found the line was damaged by tree roots and needed repaired. He also
  electronically located the exact area of the damaged pipe for repair, which was
  ****ed at 120’.
  Our standard waivers are in
  place to ensure transparency and are expected to be signed before any work
  begins. The only error on ****'s part was proceeding with service despite *** ********** refusal to sign the waiver, as he was trying to assist him in a
  difficult situation.
   While I cannot speak
  to his exact interactions with ****, I do apologize if his behavior came across
  as defensive or aggressive—this is not typical of his character. I assure you
  intimidation tactics have not and will never be a part of our approach.  Unfortunately, *** ******** chose not to pay for our services. 
  ****, the General Manager, owner
  and Master Plumber with 40 years of plumbing experience, also extended his help
  by contacting *** ******** over the phone, as he requested, to clarify the
  situation. Additionally, he provided a follow-up email with a quote for the
  repair, including the service charge for cabling the line, which *** ********
  had specifically requested. Throughout these communications, **** has been
  respectful and clear in his intentions.
  I want to emphasize that the
  issue with his main line is unrelated to our service. The damage was due to
  root intrusion that predated our visit, which is why the backup occurred and what photo, taken with a specialized camera equipment, confirmed.
  We have yet to receive any
  payments from *** ********, so there is no payment to be refunded. As part of
  our standard protocol for non-payment, we file a lien on the property to ensure
  payment is secured. This is not intended as a threat or intimidation, but
  rather routine business practice when a customer refuses to settle payment for
  services provided.
  Thank you for your
  understanding, and if you have any further concerns, please do not hesitate to
  reach out.
  

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  1/21/25
  They were hired to clean our main sewer line. The worker haphazardly moved his heavy equipment in and out of our house. Our front step was damaged by him not moving his equipment with care. The company will not respond to me. I would like to be reimbursed for the damaged they caused to our house (front porch steps).