Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

This profile includes complaints for Roto-Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

790 total complaints in the last 3 years.
258 complaints closed in the last 12 months.

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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:01/01/2025
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.
In March of 2022 we hired roto-rooter to clean up a main line sewer backup in our basement. They did not complete the mold remediation. They also damaged our washer and dryer by standing on them to remove the ceiling. I have sent numerous emails and text messages with a response that someone will call me back. They did come out to take measurements and photos of the damages. I now have mold growing in my basement and a washer and dryer that still have not been repaired. I paid them yet they still put a lien on my home.
Business Response
Date: 01/02/2025
Roto Rooter perform two services at this location. In March of 2021, not 2022. We performed a sewage backup into a finished area loss, as well as mold remediation work. The invoices for that work came to a total of $19,689.75. We have hundreds of photos of the job, including photos of the washer/dryer (two sets) that show they are not damaged. A certificate of satisfaction was sign by the customer when the job was completed. As a courtesy we sent the bill to her insurance company. They unfortunately short paid the bill and the homeowner was responsible for the balance. We will remove the lien when the balance the customer owes us for the work we performed (and documented it all with photos) is paid in full. Our bill is correct, and the proper pricing (mandated by the insurance industry) was used. We will not be adjusting our bill. The balance needs to be paid by the customer to resolve her issue with the lien.
I have attached all photos and contracts for your review. We would like to be paid, and request that this complaint be closed

Customer Answer
Date: 01/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Please see attached photos of communication between Jenn W*******, Scott M***** and myself. I reported the damages to the washer and dryer immediately upon notice and they sent Scott M***** to my home to look and order parts for repair. Also I paid the remaining balance in July 2021 but they still have a lien on my home.

Regards,

**** *****

Business Response
Date: 01/20/2025
There is no longer a lien on this property. That can be conformed on the ********** County recorders website if needed. I am not aware of any correspondence concerning a washer from 4 years ago, but we would be happy to send someone out to take a look at it. A lot of time has passed, I am not sure why this was not brought up months/years ago if it was unresolved? As stated, we can send someone to take a look and see what we can do to resolve the issue with the appliance. We would just need to know a date/time and contact information.
Customer Answer
Date: 01/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I have emailed about the washer and dryer numerous times over 3 years with no response. I am available on Thursdays and Sundays. I do not wish to close this complaint until the washer and dryer has been settled. My information is the same that is on file. It is best to text.

Regards,

**** *****

Business Response
Date: 02/05/2025
I have never received an email concerning this issue. I have been here for the timeframe in question. We will text them and set up a time to see what can be done to resolve the issue.
Customer Answer
Date: 02/06/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Heard from a representative today. I will close the complaint once they rectify the issues. I had previously provided information about who I have been in contact with at Roto-Rooter.

Regards,

**** *****

Business Response
Date: 02/10/2025
Roto Rooter has texted the customer they are only available on Thursday and Sunday . On Thursday February 6 2025 Texted the customer to see if Roto Rooter could come out and look at the issue they are having the customer responded and informed Roto Rooter they have a death in the family and would not be available for a few weeks. On Sunday February 9 2025 the customer asked if Roto Rooter could come on Saturday . Roto Rooter texted back and asked for a time on Saturday still waiting on a response from the customer .
Customer Answer
Date: 02/15/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are below:
Representative from Roto-Rooter came today and took photos of the washer and dryer. They did not say what the next steps would be in regards to repair/replacement to my husband. Still waiting on a response from them.

Regards,

**** *****

Business Response
Date: 02/19/2025
Roto Rooter went to the ***** home this past weekend to take a look at the damage claim for the appliances in question. I have attached pictures from before/during/and after the ceiling removal during the job that was performed in March of 2021. There what looks like some minor scratches on the top during that time, and I am not sure where those came from. Three years later, the top is caved in like somebody jumped on it. I have attached those photos as well. *** ***** told our representative that when washer is used now it shoots water out of the top. Has it been used like this for the past 3 years and 10 months? While it is unfortunate *** ***** is unhappy, Roto Rooter will not accept liability for the current condition of her appliances based on the photo evidence and the time that has lapsed (3 years and 10 months later). The photos clearly show that the tops of the appliances were not caved in at any point during our job. Roto Rooters position is final and will not change. We request that this complaint be closed.
Customer Answer
Date: 02/25/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Please see attached photos with time stamp of April 21, 2021. This issue was reported in a timley manner and was not taken care of. I had spoke to Jenn W******* and she assured me that someone would be in contact. My husband did not tell the worker that we use the washer and dryer as we have to go to the laundromat becuase the water spews out of the top of the washer onto our basement floor. I wish for a refund to offset the cost of a new washer and dryer.

Regards,

**** *****

Business Response
Date: 02/28/2025
As we stated, the photos taken while we were on site clearly show that this damage did not happen during our work process. I can't explain what happened after we left, but the damage was not there when our job was completed. The before, during, and after photos show the appliances with the top not caved in. The area where these units were it would not even be possible to "stand on the units" as stated to perform work, the ceiling is too low. We will not be changing our position on this complaint almost 4 years later. We request that this complaint be closed
Customer Answer
Date: 03/10/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

As you can see from the attached email from Jen W******* and the text messages from Scott M***** who is the gentleman who came to my home the very next day after they completed the work took photos and she stated that they ordered the new top for at least the washer and dryer or pay to have them repaired. The photos provided by Roto-Rooter show that they were not completed with the work. Since I was not allowed in the basement during treatment I cannot verify the photos. I just want my stuff fixed as promised that is evident in the text messages and photos provided. Not only that but they had a lein on my home for 2 years even though it was paid in July of 2021. This has gone on long enough.

Regards,

**** *****

Business Response
Date: 03/18/2025
Our position regarding the damages will not change. We have photographic evidence of the appliances, and the tops were not caved in. This is FOUR years later. We request that this be closed based on the pictures attached, and the amount of time that has passed. The homeowner stated that "water shoots out of the top" when the appliance is used. I would think if that was the case we would have heard about the caved in lid sooner than four years later. Roto Rooter will not change our position
Customer Answer
Date: 03/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

I have provided proof time stamped of both photos and proof that Roto-Rooter took responsibility for the damages when they told me that they had ordered the parts. I have no had anyone out to assess the damages nor get an estimate for repair as I was told it was being taken care of. They did a horrible job with my basement and damaged my property. I will be getting an estimate for damages from Logan Master appliance repairs. I JUST WANT MY ITEMS FIXED or COMPENSATED FOR REPAIRS

Regards,

**** *****

Business Response
Date: 03/24/2025
We did come out to assess the damages, photos of that assessment were attached to this weeks ago. We will not be accepting the claims of damage (caved in lid) 4 years later, when our photos from 4 years ago, and a few weeks ago clearly show the lids were not caved in during and after the water mitigation job. We request this complaint be closed based on the actual photo evidence provided.
Customer Answer
Date: 04/07/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Per previous correspondance with Roto-Rooter they acknowledged responsibility when they stated parts were on order for my washer and dryer. Attached is the quote from Logan Masters for the repair of the washer and dryer. This also includes the service fee of $165 for them to come out and assess the washer and dryer. I just want them fixed.

Regards,

**** *****

Business Response
Date: 04/07/2025
As we have stated many, many times, Roto Rooter will not take responsibility for whomever stood on the appliances and damaged them after our job was complete. Our position has not and will not change.
Initial Complaint
Date:12/29/2024
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.
A company showed up at my house saying I need to get a repair and my insurance would cover it I had just got out of the hospital after being their for weeks for a tumor on my brain and blood clots in my lungs and a recent heat attack and treating stoke. I have been on a lot of medication and told the guy it was not a good time from there I don’t remember much but I got a bill in the mail for $25000 I am 62 years old struggling to stay alive I may not even be here to pay this I would not have ever agreed to this. Roto rooter is not trying to put a Lien on my house and send me to collection and mess up my credit. I want this bill gone this is not fair.
Business Response
Date: 01/03/2025
We have made contact with the customer to review the charges and work on her account. We have explained the charges and what they are relation too. Contracts have been signed for the work completed. I offered a discount and she was going to check on funding for payment and a discount was discussed. We have made attempts to get back in touch with the customer with no response as of yet. Will continue with collection efforts.
Initial Complaint
Date:12/28/2024
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.
I called roto rooter to fix a broken hot water line to my washing machine on 12/27/24. I was told my technician Devin would be out in 45 minutes. During that time, I had to take care of something else, so I made sure my wife and daughter would be here when he arrived.
When I arrived home, the “technician “ was gone and my wife and daughter were sleeping.
I proceeded to check to see the repair, and was horrified to see that not only had he NOT fixed the line, but instead haphazardly screwed a brass cap on the pvc pipe, and if that wasn’t bad enough, he cut the line back almost s foot making it impossible now to reconnect my hot water line to my washing machine! I’ve never seen such a shoddy patchwork of a job in all my life.
Business Response
Date: 01/20/2025
Customer was contacted and additional work was performed by another technician and issue was resolved.
Initial Complaint
Date:12/27/2024
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.
Had the company come out to address an order smell. Pulled the toilet off to possibly address a bad wax ring. Was told it would be $340 to replace the wax ring. After telling the technician I noticed the flange was cracked he said lets just try to do the ring and then it still leaked and smelled. He then had to pull the toilet back on and replace the flange. Never mentioned a price point again for doing it. His exact words were "should be about the same price plus the price for the flange". The exact flange and wax ring you can find at any hardware store for $45 total. Like I said never mentioned a price after the quote of $340. To then be handed the bill for $904, with a breakdown of almost $180 for parts and over $700 in labor. He was at our house for an hour and most of the time was his fault that he didn't notice the broken flange the first time that I the customer noticed and brought to his attention. We then called there number over 5 times to get into contact with someone to address this appropriately. Never recieved a call back. Finally my wife gets ahold of a supervisor who very much belittled her the entire phone call and kept proceeding to call her a liar that he would of been completely transparent about his pricing and cost of everything. Just kept calling her a liar and essentially told her it is our fault we decided to pay the technician that was in our home. I tried to the right thing and was willing to pay for the agreed amount I assumed would be around 400-450 based on the initial quote plus another 25 in parts. And based on those were the exact quotes I later recieved around time for the exact same job. But since I was lied to and made out to be stupid with a lieing invoice on parts price and labor I want a full refund from them. They have no business being in the business they are and can easily take advantage of the elderly and vulnerable.
Business Response
Date: 12/30/2024
Price was explained and invoice signed. When customer called in to discuss she became verbally abusive toward management. At this point we had to end the conversation. No refund will be issued since all pricing is correct and invoice signed by the customer.
Customer Answer
Date: 12/30/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

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

Customer Answer
Date: 01/06/2025
Was finally able to receive a call back from the company after 30 days and 6 attempts. Management was immediately abrasive and demeaning. Proceeded to call us liars over the fact that their service technician never disused pricing at all. Kept cutting off customer and at one point even laughing at the situation, and found it humorous. Customer became agitated because he kept threatening to disconnect the call. Price after $340 was never discussed at all. Never once explained the invoice. Took advantage of my wife who did not understand being lied to about price and parts. Parts are easily between $40-50 it was listed at $179. Even the supervisor let us know that this job should of costed $750, but could never provide a break down of that cost. Nor explain how it was $904. Once again getting multiple different prices from technicians and supervisors. Was trying to approach this cordially but it has taken over a month to even receive a response, to then only be laughed and mocked by a supervisor from the company. At this point we are willing to contact news outlets, and social media outlets. We have camera footage of how long the technician was at our residence, and the pricing for the parts used. His labor breakdown was over $700 for 1 hour and 8 mins. And $179 for parts that are around $40. If technician would of been honest about pricing, we would not have let him continue the service, and either done it ourselves, or contacted another company. Which we have, and have been told by several comparable companies, that we have been price gouged, and taken advantage of. That is why he only told us how much the wax ring cost, and never told us how much the flange cost, ever.
Business Response
Date: 01/23/2025
Customer was contacted by member of management to discuss the charges. He was explained the quote and signed prior to work being completed.
Initial Complaint
Date:12/27/2024
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.
Merchant fraudulently filled out paperwork does not match any of my documents. Signature is not mine. Problem was never fixed claimed that the line was broken, but was not left with huge mess broke pipe.
Business Response
Date: 12/30/2024
On 8/10/24 the customer called in with an issue related to their sewer line. We sent a technician to fix the problem using a pressurized was jet but prior to performing this service, we had another person put a camera down their sewer line to see if there was a larger issue beyond a clog i.e. a break or root penetration. At the time we put a camera in the sewer line, we were able to determine their line was broken and needed to be replaced. The customer was given a price to replace their line but declined. Instead we unclogged the line for $1495.59 using the pressurized water jet to blow all debris out of the line to make it usable in the near future knowing that with a broken sewer line, it is likely to back up again without additional repair.
Initial Complaint
Date:12/27/2024
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 paid $750.83 on Sept 7, 2024 for a backed up drain at my condo at *** ******** ****** ******** *** I called today because it is backing up again and was told it was only a 30 day guarantee. Their website states 6 month guarantee but they state since it is a tenant its only 30 days. The website does not specify that and i feel they should honor it.
Business Response
Date: 01/02/2025
When customer called in service she states she is the landlord of this property. Roto Rooter was a warranty of 6months to homeowners. when it is a commercial company or landlord tenant job. We only warranty up to 30days since tenants are not going to care for the drainage system as a owner would. I have spoken to customer and offered her to go back to her own as a one time free service. Cust express she had another company out already. i offered the customer partial refund in the amount of $75.00. Customer accepted and will be applied back to card on file.
Customer Answer
Date: 01/03/2025
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.

Regards,

****** **********
I feel like i had no choice but to accept it. As they said they were not obligated to offer anything. They are mailing a check but i would still like their website clarified and i was hoping for a 50% refund but i guess not…such poor customer service.
Initial Complaint
Date:12/25/2024
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.
Beginning Aug. 6th 2024.
*Roto Rooter said they would have a crew come in and tear it all down in 2 days . It ended up taking 3 months because they never had a full crew.
*They left piles of trash / debris laying around for weeks and didnt wipe the mold off the basement wall . It failed an air quality test .
* They had to do 3 mold / air quality test because she said she couldnt get a good reading because of the dirt/debri
* They ripped the paint off of walls in another room that should not have been touched
*I had to repeatedly ask them to wear booties on the brand new carpet . They trampled all over it in work boots several times
*They cancelled , had no shows and constantly rescheduled appointments which prolonged the project.
*They did not work with my insurance company to realize i had a $2500 cap for mold insurance. i confirmed with the tech that my insurance was paying for all of it . He assured me they would minus my deductable
They did not clean the house well enough to pass an air quality test the first time
* They didnt seal off the basement until the last 2 weeks of the job so they were pulling more moisture into the house
* they left a pipe in the bathroom leaking water all over the floor , i took a picture and sent it to the worker
* Early on i tried to reach out to management to go over some of this but i was refused his number by Eric so i left mine and he never called me back . i made several attempts that you could confirm on phone logs and each time i was given a different name for a person i needed to talk to I always got the run around.
* i brought up several complaints to the main worker and passed the job off to another tech .
*The equipment to dry out the floors was set up before the flooring was completely tore out .
*They left a gallon jug of hazardous chemicals in my dining room for over 2 weeks
Business Response
Date: 01/01/2025
Mold takes time to clean, and sometimes can't be cleaned completely the first or even second time. If someone in the house is moving around or disturbing the air, it can keep recreating the spores. Rich, our Water Manager was talking to her regularly as she was calling every day. We even dropped the pricing per some requests to accommodate. Our Field Supervisor from the beginning was clear that we don't make the Insurance decisions. She also signed all the paperwork explaining this completely. There will be no refund as we did the work we promised, the allegations being made are very far from the truth. Attached are the invoices and work performed.
Customer Answer
Date: 01/02/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Roto Rooter was to provide a "professional" service . The crew did not provide a professional service. They did more damage than necessary . Unattended chemicals, work shoes on new carpet, the ripped off paint in an unassociated room , leaking sink unattended, ripped out walls before a mold test were back. There were 2 estimates for around 6thousand dollars. I had to have people come back out to provide new estimates. When Roto Rooter was done it was 3x the original estimates .The leak was minimal and ran straight down the wall. How can you justify tearing out my dining room ceiling or dining room flooring ? The tear out was out of control . Pictures attached. But before i even received my insurance money or got to speak with someone about my grievances they were sending me late payment notices. I am just asking for $4000.00 discount to subsidize the cost of the unnecessary damage that was caused by Roto Rooter .As for me calling everyday i think we can check my phone records to prove that was not the case. If someone would have called me back on my initial phone call with Eric we could have avoided some issues i believe. To say someone called everyday just sounds like you perceive that person as a nuisance! Not a paying customer ,an important part of the collective process .Do you not want feed back on your teams performance ? Do you not care if a customer is happy ? Do you not want to offer some resolutions ? No Roto Rooter does not care I called several times because i spoke to Emily who told me i needed to speak to Richard he answered once after several attempts and told me i needed to speak to Heather after speaking to Heather she told me i needed to speak with Richard again. The only reason i called several times is, i was being passed around . After each call i was transfered to voice mail awaiting someones call back and they were not returning my calls . So they put a lien on my property because the law allows them to do so immediately after they finish a job . I have several pages of the contract i did not sign . Not to mention i refused to sign the customer satisfaction page. They know the average American family cannot afford to fight a large company plus have their credit ruined.

Regards,

***** ******

Business Response
Date: 01/06/2025
As we have explained to ** ****** we do not determine coverage as the only person that can determine coverage is the insurance company that she has the policy with. Our contract clearly states this and *** ****** was aware that the insurance company would not give us any details and we were informed by *** ****** of the mold limitations of her policy after starting the project. The mold was a long term issue which resulted in a more detailed cleaning than originally anticipated in order to completely remediate the mold. The original estimate for the mold remediation was $5,000 to $10,000 and we stayed under that original quote with our final invoice for the mold remediation being $8,801.58 per the program we utilize for billing. The pricing we charge is set by the industry and is the average cost for the market we operate in. The multiple testing that we completed was to ensure a thorough and complete remediation which included sanding of studs in the basement which indicates a long term issue of moisture intrusion. We did not charge for the additional work that was needed due to this issue and completed the entire project within budget. I have attached the original contract for review and *** ****** did sign that she was satisfied with the work upon completion of the project.
Customer Answer
Date: 01/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Thank you for sending the file of the paperwork that says customer refused to sign, attachment RR II. I understand companies are forced to hire cheap labor or under trained labor . Jeremy the lead tech was still taking classes while the project on my condo was taking place.He used that as an excuse several times for reasons he could not show up to work on the tear out .One of many reasons this project was strung out so long . I used bathroom mildew remover on the basement wall where the main source of mold was because it was never done .2 months in the wall was never wiped down . I also believe that Roto Rooter should take some responsibility in the fact that sometimes these employees do not chose this as their career so timeliness, proactiveness and customer care are not their concern . I spoke with Jeremy in the beginning about some concerns and his response was to quit and turn the project over to another tech. I also tried to voice my concerns about the lack of urgency on the project and other matters with management but my calls were not returned. I spoke to Eric who refused to give me the contact # for a manager and said he would have them call me back . The tear out was everlasting because it was not a priority for Roto Rooter. It went from 1 week to 3 months. i suffered through the bad air quality because they chose not to thoroughly sweep up debris or wipe down walls etc. The tear out was excessive. Unnecessary damage did occur due to lack of consideration and training . Customer satisfaction is not a Roto Rooter concern. Like i stated before if they can send you a delinquent notice or put a lien on your property to get their money before your insurance payments are settled why would they bother to speak with someone and try to resolve problems. I only wished for them to reconsider the total of the final bill. A little customer appreciation ,conversation and a small discount would have went a long way.

Regards,

***** ******

Business Response
Date: 01/23/2025
I spoke with **** ****** and agreed to reduce the amount by $2500.00 to resolve the issue she had with her service and resolved this matter.
Initial Complaint
Date:12/23/2024
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 12/8/24 my tenant at my property located at *** **** ** ** *** ****** ** ***** said they had no hot water. I scheduled an appt with roto-rooter online to come check their hot water tank.

I was very specific and said online as well as with a customer service representative over the phone on 12/9 to ONLY check the hot water tank for unit #4. There are 4 units on the property and no other tenant reported issues.

On 12/9 the technician who came to the property spoke to me on the phone and via text. In both instances I very clearly stated to ONLY look at the hot water tank for unit number 4. The technician claimed that the hot water was now working for that unit and the tenant had said the hot water had started working again either late the night before or that morning. The technician then told me he was checking all the hot water tanks and that I needed to replace the tank for unit 2 at a cost of $3500. This is 3x the standard cost of a hot water tank purchase and install. I declined as well as reiterated he was not to be looking at other units hot water tanks. No other tenant has reported any issues.

The call out and diagnostic fee is listed as $99 on their website and the customer service representative I spoke with also informed me of that price.

On 12/17 I noticed a charge from Roto-Rooter for $478.58. I called them and a manager said she’d be sending me the invoice again. I never received an invoice or receipt on the date of service nor on 12/17 when I called. She refused to discuss the issue claiming she was not able to since I said I would dispute the charge with my credit card company. I also emailed their corporate office on 12/17. The corporate office said someone would call me which did not happen. I reached out to the corporate office again on 12/20 and received no response.
Business Response
Date: 01/06/2025
Roto Rooter has already spoken to customer and provided partial refund back. Customer was okay with it.
Business Response
Date: 01/06/2025
Roto Rooter has already spoken to customer and provided partial refund back. Customer was okay with it.
Initial Complaint
Date:12/23/2024
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 12/19/2024 plumber came to fix a leaking shower. He said it will take 20 minutes. He came unprepared and had to go to the hardware store. He bought the wrong part and had to go back to the hardware store. Then he needed a tool and went to the hardware store a third time and said he will have to charge more than the estimate. I called the main office twice during this time to express my concerns and was assured a manager would call me back. I still have not heard back from a manager. I was asked to pay $508.20 for a job that should have only taken 20 minutes and not two and a half hours. The lack of customer service and response is not acceptable.
Business Response
Date: 01/03/2025
She was charged for one hour labor, $455.00, and parts $53.20 total of $508.20. We have a one hour minimum charge, pricing was correct.
Initial Complaint
Date:12/23/2024
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 October 27, 2024, I reached out to RotoRooter due to a plugged toilet. It was a Sunday, to my surprise they were able to come out which was great but that’s where the quality service ended. A technician came out and proceeded to try to snake my toilet and indicated it was a “Fancy” toilet, that need to be replaced by a plumber and he didn’t want to break it and he didn’t have the “special” tools/wrench to remove it from the wall. So, he proceeded to go to my shower and mess with the drain a bit and said he cleared it but said if there is more problems you need a plumber to pull the toilet. Well of course it was still plugged, and we were having 40 people over and needed the toilet operational. So, a few days later my father and fiancée removed the toilet. Toilet was off the wall in less than 2 minutes and clog identified and cleared in 5 more minutes. A very simple fix that any quality drain company in this business would have been able to solve in 30 minutes or less. The fancy toilet works great now. For the visit by RotoRooter they charged a whooping $767 to show up and tell me I needed a plumber. I have been trying to resolve this with RotoRooter for over a month, however, no one has returned my call despite being told they were looking into it and a manager was going to call back. The Invoice # is ***********.

Thank you ******* *****
Business Response
Date: 12/23/2024
Spoke with customer after research on our end and customer will be refunded the full amount of $767 charged as the drain was not opened by the drain tech. Customer was satisfied at this resolution

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