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:11/20/2024
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 had service completed at my home on 11/11/24. I purchased a new expansion tank for my water heater as I was advised that this would address a leak. After installation my water pressure to my shower has been lower than previously. There is a 1 year warranty on work completed by Roto Rooters. I called to inform them of this , they sent a new tech and I was advised that it would be another charge to address this problem. I called on 11/20 snd asked for a manager, was advised none was in office. The rep collected my information and informed that a manager would be calling me. It is almost 12 hours later and no contact from the company.
Business Response
Date: 11/21/2024
The customer was contacted and services discussed. Customer was advised that replacement of the
Thermal Expansion Tank had a 6-month warranty for parts and labor. Customer advised the work performed does not
cover replacement of other faulty parts that are part of her potable water
system in the home. Customer advised that
if her water heater did not receive the manufacturer recommended yearly maintenance,
the unit could develop sediment on the bottom of the unit. Once water is turned back on after replacing
the Thermal Expansion Tank sediment could have gotten lodged in the shower head. The customer was offered a courtesy visit free
of charge to examine and clean out debris, if necessary, from the shower
head. Customer agreed and tech assigned. The issue was resolved.
Customer Answer
Date: 11/21/2024
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,

******* *******
Initial Complaint
Date:11/20/2024
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 am filing a complaint against Roto Rooter for overcharging, failing to perform services properly, taking advantage of me as a customer, and causing further issues with my home. These actions have resulted in significant distress and health complications for my 9-year-old son and me.

1. Overcharging for Improper Services
Roto Rooter charged me $4,311.95 for "water cleanup," but no water cleanup was performed. Instead, they tore out my ceiling without proper inspection or addressing the plumbing or mold issues. Experts confirmed the charges were excessive and unnecessary.

2. Providing False Information
Roto Rooter assured me they would send a plumber, mold inspector, and mitigation team but failed to follow through. They falsely informed my insurance company that my home was safe, despite visible mold and poor air quality, leading to denied temporary housing coverage.

3. Negligence in Performing Services
The company failed to diagnose the leak before tearing out the ceiling, neglected mold inspection, and removed mitigation equipment too soon (within a day instead of the standard 3 days). Their mishandling prolonged the issues and left my home unsafe.

4. Further Damage to My Home
Their team caused unnecessary damage by tearing out the ceiling without justification. Dust and debris were left behind, and the ceiling could have been saved with proper procedures. This negligence has led to additional repair costs.

5. Health and Safety Impacts
Due to Roto Rooter's actions, my son and I suffered severe health problems, including his hospitalization and asthma diagnosis. The poor air quality rendered our home uninhabitable, forcing us into costly temporary housing and medical treatments.

I am seeking legal relief to have the charges dismissed and compensation for the damages, health impacts, and additional expenses caused by Roto Rooter's actions.
Business Response
Date: 11/21/2024
When our customer first received service she declined the plumbing work to assess and fix the leak. We performed the exploratory mitigation work to try to find the source of the leak and remove affected building materials. After mitigation was complete we then attempted to send another plumber to the residence and the customer turned that technician away as well. We will reach out to the customer to see if their is anything that can be done to find a solution.
Initial Complaint
Date:11/20/2024
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.
Sunday 11-17-2024 I called for service on backed up toilet. Service man estimated $350 repair. Problem ended up being easier than expected, removed toilet and no clog was found. Re-installed toilet, issue is resolved... issue was probably a failure of the wax ring. Service man wrote bill for $710 and presented it outside to my aphasic, stroke survivor husband, exploiting the disability I had carefully explained to the service man when he arrived. My husband paid the bill, by the time he brought the receipt inside for me to see it, the man was gone. I called their number and reported the issue and was told a manager would call on Monday. Nobody called and it's Wednesday evening.
Business Response
Date: 11/27/2024
After making multiple attempts by phone and sending an email. We are refunding the difference between the quote and final payment.
Initial Complaint
Date:11/20/2024
Type:Billing 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.
Roto-Rooter charged us for services they did not perform and stole my parents' items from the basement. They claimed the items to be shipped to their retirement home were "trashed" due to the sewage and said the insurance company would reimburse them. They also said they would take pictures of everything they were throwing out. They said all boxes would be open.

They threw things out without ever opening the boxes and together with the insurance company sent my parents a check for $1100.29. How did they determine what those things cost? They removed a LOT more things than they reported to the insurance. I watched them take items that is not in the pictures of things thrown out.

this is an insurance scam
Business Response
Date: 11/20/2024
Tell us why 11/20/2024 12:41:29 EST (Updated by: J** D*******) -- This is a continuation of a previous complaint Mr. ***** attitude hasn't changed he still claims that we did him wrong discarded soaked cardboard boxes that were covered in sewerage Cat # 3 Loss. He was present when damaged boxes were removed and said nothing to any of the mitigation team. Once Mr. **** found out the insurance company paid us directly, he began to make accusations. For the record the work was done to standard the adjuster had no issues with the work. All paperwork was signed, and job was completed approved and paid for. In closing he was upset because he didn't receive the check that came to us for the loss. We consider the claim closed and have nothing further to report.
10/30/2024 13:49:35 EDT (Updated by: Joe D*******) -- Mr. **** was very belligerent on the phone to me I spoke and tried to reason with him his claim is that we stole his sewerage covered old cardboard boxes they along with the rest of the covered items were discarded. He signed off on all of the paperwork for the job and never once mentioned anything about boxes. Roto Rooter followed all protocols to a tee. Mr. **** is upset that he didn't receive the entire check for the mitigation.
Business Response
Date: 12/07/2024
Roto Rooter performed all of the necessary procedures to remedy the situation Via an extensive mitigation process I've stated before in prior testimony Mr. **** was present during the whole procedure and not once did he mention anything about not being thrown away he observed the entire process from start to finish Roto Rooterr has no future obligation to Mr **** the job was completed he signed off on it and we considered the matter closed there was no items stolen as he claims all of the contaminated cardboard boxes were removed as part of the mitigation from the site under Mr ***** direct supervision.Please note the only time Mr **** made any complaint about anything was weeks after when he found out he did not receive the check for the mitigation which was a direct pay to Roto Rooter Services by his insurance company. Mr **** signed all documentation upon final walk through and had no issues with our work or he wouldn't have signed anything. Roto Rooter understands exactly what Mr **** is trying to do. We consider the matter closed as explained in prior testimony.
Customer Answer
Date: 01/06/2025
I need a few more days to gather the documents.
Initial Complaint
Date:11/19/2024
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.
In September 2024 we call Roto-Rooter to clean out the main sewer line in the house. this job should have only cost around $400 to complete. Roto router used the floor trap instead of the main drain to snake the sewer line. they did not use a camera with the snake. The snake got stuck in the sewer line and Roto router could not remove it. I called other plumbers to look at the problem, and they all said that Roto-Rooter must remove their snake and it should not cost us any money. Roto router is charging us $6,810 to remove the snake, but this only covers the inside portion of the house. Roto-Rooter advise me to use my homeowners insurance but they will only cover $2000 of the cost. I have A plumber who tried to get the snake out and when he dug the hole in the basement, he found out that The trap is not inside the house. It is located outside the house. The new plumbing company showed me where the trap is located outside of the house and that is where the snake is trapped. The plumber will have to excavate approximately 9 feet deep in the backyard to remove the snake from the trap and replace the trap. This will cast $8,189. I asked Roto-Rooter if they were willing to remove the snake from the trap without a cost to me they said no. I would like Roto-Rooter to reimburse me some of the cost of this plumbing issue that they created.
Business Response
Date: 11/20/2024
customer called in on 7/2/24 stating that his basement floor drain was clogged due to roots. That is the area and floor drain we attempt to attach first. The basement floor drain is part of the main line. Instead of going outside to snake a drain past the trap, we start inside. Reason being, we need to remove the clog from the floor drain to the trap first. Otherwise, we are opening up an area that doesn't matter. Pricing is subjective on unclogging a drain. A small mom and pop plumber would charge cheaper. They do not have the overhead and the resources. This is why it takes several days for them to come out. As a consumer, this customer has every right to not use us if he did not like pricing. He chose to go ahead with the job. Prior to starting the job, the customer signed the Hold Harmless Agreement which is attached. This agreement is used for all drain calls. We cannot see under the ground for the condition of the pipes and trap. I am not suggesting this is the case, but we have customers that know they have a break in the line and when we cable they try and blame us to get a free line replacement. Maybe that other company does business by not charging to remove the snake, but we do not as most. Customer was aware of the hold harmless and the reasoning prior to the work started. In customer's complaint. He stated that we quoted him $6,000+ to remove the line and the other company is charging almost $9000 to remove and replace the house trap that was needed prior to us arriving. Everything was followed to protocol on our end. We did not charge the customer for the attempt or to camera the line. Customer was the choice and right as a consumer to use any company they choose, but we are not at fault. This happens when lines are old and failing.
Customer Answer
Date: 11/21/2024
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,

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

Roto Rooter only addressed the fact that they got the snake stuck in the sewer line. They told us the snake was stuck inside the house, but it is stuck in the trap outside the house which will cost much more than $6810 to remove. The plumber I’m using now is charging $8189 to excavate from the outside of the house and remove the snake.
What Roto Rooter can do to resolve this matter? I’m not asking them to pay for the full cost to remove their snake. I would like them to pay $1400 which would cover the difference of the cost to remove the snake.
thanks

Business Response
Date: 11/26/2024
Spoke to *** *******. We are working on resolution. Other company is to send us camera video of line to determine if line was bad and snagged cable or if our cable defected in the line.
Initial Complaint
Date:11/16/2024
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.
On October 4, I reached out for this company too suck out my draina pipeline blockage this employee inform me that I need to cut down a tree. They need to dig up my yard and my steps because my pipes was crushed and broken down there because they could not suck out my drain pipe they cwanted me to sign a contract with them for $15,000, I am first homebuyer. I did not know that the county sucks the pipes out because they own the pipes but they did they charge me $650 for something that they could not do. They stated that they couldn’t get through so they wanted to dig up my yard , when I never had a broken pipe, nothing was crushed. The tree is not even on the pipe so why did I need to get a tree cut down the county take care for free so I had to call the county out the next day which they fix the problem that they never fixed , so I refuse to pay for something they never fix and absolutely scam. They try to run on me trying to make me pay $15,000 to dig up my front yard for something that Wasn’t never broke. furthermore you cannot operate on ********* County pipes unless they bust or burst none of that happen. I just had baby wipes that they couldn’t get out, but the county was able to retrieve the baby wipes and fix the issue less than five minutes. This company and the two employees came out here. They knew they couldn’t fix the issue because their machine was not strong enough and charge me 650 for something they never finish or did and try to get more money out of me. I will say because I’m a woman, i’m just gonna say cause I was a first homebuyer and they seen me come. I want my refund. I’m a keep disputing it until I get my money back. You did not do the job you never finished it yet? You want me to go stay in a hotel something is real shady with these two I want my refund. I want my money back and I do have proof that ********* county fixed it and I do have proof you did not fix it and I have all the contracts you wanted me to sign.
Business Response
Date: 11/21/2024
After reviewing the account with our technicians and field
service managers that responded to the blockage in the home we have deemed to
refund the $650 charge for the snaking of the line that we were unable to
clear. We completed the refund to the original payment. Please allow 7-10
business days for this to reflect on your account.

Thank you for choosing Roto-Rooter and we hope this experience does not falter
your choice to choose us in the future for your plumbing needs.
Customer Answer
Date: 11/21/2024
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,

******* *******
Initial Complaint
Date:11/13/2024
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.
10/2/24 sewer line backup at rental home. David E****** drove contract to me to "sign it & read it later." Felt pressured due to stress, late hour. I am a single female, senior.

10/3 Roto Rooter plumbers tried to find clog, I paid $601.85. Jonathan L****** noted cracked pipe at base of foundation as source; sent crew to trench area in front home for $2800.
Demo crew removed damp drywall, carpet, set up fans. No water extraction d/t limited seepage.
Rec’d call from Mr. E******, accused me of being negligent in not demo’ing floor tile. Tiles still good per adjuster & demo team.

10/7 I found clog began w/in 1 ft of clean-out toward street.

10/8 rec’d email invoice for $2800 spot repair with my signature forged. Spot repair includes camera video of full line which was not done. See Ex. B & C.
Next, ****** Plumbing cleared clog, found belly (source of clog) close to street; noted installed pipes not glued, clean-out too low underground.
Since Roto Rooter had not found nor fixed problem and forged completion invoice signature, I froze my credit card to prevent more charges from Roto Rooter.

I asked L****** why he didn’t check other section of line; could not answer. I advised problem not fixed, home not usable; he hung up on me.
ProVeterans re-did piping, fixed belly, & replaced the cracked pipe under foundation that was found incidentally. Total $9665.
Per City of **********, no permit was pulled by Roto Rooter to tap into sewer line.

Mitigation bill of $10,527.89 by Roto Rooter deemed excessive; claims reconciliation $4,312.23 pending RR review by Paul Miller since 10/30.
Nicole S. in billing demanded pymt via text today, accused me of insurance fraud, threatened lien. See Ex. G.
Paid Nicole under duress to remain in good faith for my portion.

Requesting Roto Rooter to confirm $4,312.23 for mitigation, and $701.65 for failed attempts to locate sewer line backup, as PAID IN FULL for all work completed.
Business Response
Date: 11/26/2024
Talked to customer and I explained to her the situation and process of her situation she is happy and will use rr again.
Initial Complaint
Date:11/13/2024
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.
March 19: Roto Rooter arrived for a service call of the upstairs shower leaking into the downstairs bedroom closet. They discovered the problem, fixed it, and suggested water damage inspection/mitigation.
RR sent their subcontracted water mitigation team to inspect and remedy.
There was mold.
My homeowners insurance does not cover mold, however, it was evident that this mold was directly related to the initial leak. Insurance paid 100%.

Subsequent mold/humidity readings indicated there is still a problem. Additional mitigation was needed. Insurance did not pay any of this second round of mitigation. I paid Roto Rooter $2994 out of my own pocket on 6/24/24 @2:16 pm. I was billed on 5/31/24 for this.

June 24: ******** *********** came in to replace the drywall, etc. in the downstairs bedroom closet. A****** discovered that there was still water on the duct work and in the insulation. Very reasonable to deduce that this was the cause for the lingering mold. As this was not caught and mitigated in the first round of cleanup, insurance paid 0% of this. ($2994)

I have tried repeatedly to get answers from R****** S****** of Roto Rooter.
(************ ** *****)
Phone calls to him started August 30 and have continued at least biweekly since.
Phone messages have gone unanswered. He has taken to emailing and now won't return emails.

I believe that Roto Rooter was negligent in their initial inspection. Had the water in the HVAC been discovered during the first round, all the water and subsequent mold would have been taken care of AND paid for by insurance. The remaining water (for 3 months) caused the mold that insurance wouldn't pay for. I believe I am entitled to a full refund of $2994.

I appreciate your time and your efforts.
Business Response
Date: 11/14/2024
I spoke with Mrs. ***** and explained that the mold we discovered in March was the mold we remediated and was part of the original claim. The issue seems to be with her insurance company not wanting to cover the mold portion of the claim even though it was a result of the initial loss. I have provided her with the original test results and the final clearance results for the mold remediation to submit to her insurance company.
Customer Answer
Date: 11/14/2024
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,

***** *****
Initial Complaint
Date:11/13/2024
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.
On 11/9/24, I called Roto Rooter's website phone number to schedule a "Free Estimate" on a water leak coming from the main water line meter in the front lawn. Lejla Begic called and told her about the leak and also mentioned to her I know where the leak and i need a repair estimate. She immediately said it will cost $500 for the repair without even seeing the problem. I asked her if that is the actual repair bill, and she said YES. I had my doubts as i already had 2 contractors spoke to me by phone and once they never said any price until they see it.

Lejla knocked at 12:49pm on 11/10. I pointed out to her that there's a water puddle where the water meter box in the front lawn and told her that the leak is coming from the water meter main pipe on the house side. The leak is visible if you drain the water. Lejla disregarded my statement and proceeded to tell me that it will cost $500 for the "repair" and she will need to do a "Leak Detection."

Right here is where she wasn't upfront because according to Roto Rooter's website, it indicated that it's a Free Estimate and No Extra Charge. If she said, there will be an EXTRA charge for leak detection, conversation is over and I would've said Thank you. She pitched her sale stating that the $500 will go towards repair. I asked her again if the $500 is going to the repair bill and she keeps saying YES. Still had my doubts but ok.

Unfortunately, this wasn't the case after all. It appears she is actually charging me $500 to do the Leak Detection even though I already told her the leak is right where the water meter main line box is. She also made me sign the contract that was blank to begin with without any description and cost and was only filled out after she was ready to collect the money and didn't even fix the leak. Very deceiving and deceitful practice. I was misled that no such "Free Estimate" AFTER I handed the check of $425.

I'm disputing $425 and refunded since there was a $75 discount if I donate canned food.
Business Response
Date: 11/15/2024
Reviewed situation with technician 1219 and she confirmed all pricing and the process was thoroughly explained ahead of time. Estimates are free however actually detecting the leak which requires time and labor is not free of charge and this was clearly communicated ahead of time. We have reached out to the customer to discuss but the customer was not able to discuss at the time we connected.

Thank you,
Customer Answer
Date: 11/17/2024
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.

* Has the company addressed the issues of this dispute? - NO

* If not, why? - The charge fee of $425 needs to be waived, cancelled or dropped. I've attached Roto Rooter screenshot taken from their main website indicating free estimate, no extra charge. The problem here is that the associate/Lejla said it will cost $500 to "repair" the leak and this was from the initial phone call. She has NOT even seen the leak and already gave me quote. Two other contractor companies came over and looked at the problem and provided me a written estimate on the spot. We just need a written estimate for the repair and not a leak detection procedure that was completely unnecessary.
* If an offer of resolution was made, has the company fulfilled the proposed offer? - No Resolution provided. My Wife spoke to a manager/Daniel and never got a follow up call back. If calling back, suggest they leave a message with resolution and waive the unnecessary charges.

Regards,

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

Business Response
Date: 11/22/2024
Roto rooter and the customer have connected via text and have agreed to settle for a reduction of the invoice. The Olmedo's will be sending in a check for the newly agreed to amount. Have a great holiday!
Customer Answer
Date: 12/08/2024
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,

******* ******
Initial Complaint
Date:11/12/2024
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 August 6th, 2020, Roto-Rooter came to my house to determine steps forward to fix a broken sewer line from my house to the main city line. during that conversation the representative stated to prevent future breaks they could install a liner in the rest of the pipe that was "schedule 35". I accepted the advice and they offered a 5 yr warranty fort the liner. On 7/17/2024, I had a clog and roto-rooter came out to fix. They discovered it was broke in the area where I paid to have them install a liner not 4 years earlier. I have tried multiple times to contact the company and speak with upper management, but they are never available and will not return my calls when I have asked them.

I would like Roto-Rooter to honor their warranty and fix the break. Otherwise refund me the money for the liner so that I may pay another company to fix before I have any more issues.

Respectfully,
Business Response
Date: 11/22/2024
The liner that Roto Rooter installed is working properly and looks perfect as it should 4 years later. The issue he is having is in an area of the sewer line that Roto Rooter did not touch/repair. We have explained this to the customer in person (with video recorded and saved) as well as over the phone. The issue is with an older cleanout in the yard that another company installed. We cannot warranty something we did not install or repair. At the time of the installation of the liner, that existing cleanout was not an issue, so no repair option was offered, as it was not needed. Something with that cleanout has obviously changed over time, but it is not related to the liner we installed. It may be related to the large tree in close proximity to the cleanout as noted in our video. While it is unfortunate that he is having an additional issue, it is in an area of his plumbing system we did not perform work on. If any part of our liner installation was the issue, we would gladly repair it during the warranty period. As this is unrelated to the repair/scope of work Roto Rooter performed we request that this complaint be closed.
Customer Answer
Date: 12/09/2024
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.

Roto-Rooter states they did not touch this clean out which is untrue. It is within the area they installed a liner. The description of the warrantied work in the work order includes this clean out.

Regards,

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

Business Response
Date: 12/12/2024
Roto Rooters position was explained in detail and remains unchanged. The cleanout was and still is outside of our scope of work. The liner we installed is in working order
Customer Answer
Date: 01/06/2025

I am kindly requesting that my recently closed complaint be reopened and the attached documents.
uploaded for BBB to review as requested.
Appreciativel
***** ********
###-###-####
Business Response
Date: 01/07/2025
We have the same information, and the scope of work outlined on that document was performed, actually much more (for no additional charge) and as stated, the liner we installed in in perfect working order. The issue is outside of the liner and our position remains unchanged. We request that this complaint be closed again.
Customer Answer
Date: 01/16/2025
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 stated that they completed this work and more at no additional cost. I believe they are referring to the first installation that had to be redone due to their error in the installation. I wouldn't classify that as additional items done at no cost. I was told that to ensure there wouldn't be future breaks where the SDR35 was, I could spend more money (from the original job cost) to have a liner put in the SDR35. This liner would be warrantied for 5 years. Per Roto-rooter, they did not do that. This is the reason for the failure, and why I believe the warranty applies.

Regards,

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

Business Response
Date: 01/31/2025
We have the same information, and the scope of work outlined on that document was performed, actually much more (for no additional charge) and as stated, the liner we installed in in perfect working order. The issue is outside of the liner and our position remains unchanged. We request that this complaint be closed again.
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.

According to the company, the liner installation was not installed within area of the SDR 35 cleanout. This area is included in the work order. This area has now been compromised and needs repaired. Since it was within the area described in the work order and within the time covered by the warranty, I am seeking a repair to this area.

Regards,

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

Customer Answer
Date: 02/18/2025
To whom it may concern,
per request of the BBB I am submitting an estimate of repairs that are needed with details as to what the repairs are needed for.
Please let me know if anything more is needed.

Respectfully,
***** ********
Business Response
Date: 03/18/2025
As stated previously, Roto Rooters position remains unchanged

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