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:10/28/2024
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.
The company completed a water mitigation and mold service. My unit is a small 1300sq ft townhome style condominium. During the first service visit I found the technician being negligent and slowly working and stretching out the job when I went to the premise. The company was aware I had insurance and originally charged me a total of $14,971.67. When insurance reviewed the claim they found several after hour charges and inaccurate measurements of the property. They chose to make adjustments and changed the total amounts to: * CLAIM ********* * ****************** - $9,855.80
* CLAIM ********* * ****************** - $1,903.76
* CLAIM ********* * ***************** – $2,353.15

Due to inaccuracies the insurance company nationwide had to review the work again. The field manager for example didn’t see moisture in my guest bdrm but another mgr added it to the claim . There is only 1 adjuster so the company agreed to have them review but it does take time. On October 26 I received a threatening message at 2am in the morning via text from field manager Drake miller that he without my consent came to the property, though I have already been in communication with the manager Robert S****** via email and advised we are waiting on the insurance to confirm if the new charges are correct as they are being investigated by the insurance company. Due to non payment I have been threatened by the company for a property lien when I’ve asked for time to have the charges reviewed. The adjuster reviewed the damages and could not justify the amounts being billed based on the damages that occurred. The claim was were overpadded and excessive as the unit was taken apart wider than the actual damage resulting in a personal responsibility of a $14000+ unit turn to rebuild the home. I am worried they are overcharging me due to the fact that I worked with my insurance company and trying to get the maximum money for damage that wasn’t severe. Conflicting info & pricing.
Business Response
Date: 10/28/2024
I can see how the customer might have thought the tech was being negligent and slowly working the first day. This is due to the amount of documentation and burden of proof that is put on us as the company taking care of the water loss. Techs are required to fill out a scope and sketch on every job. Insurances companies dispute work, and we make adjustments accordingly all the time. Unfortunately, that is extremely commonplace in our industry. The insurance disagreed with a few of the charges and refused to pay them. Instead of forcing the cost on the homeowner we adjusted the invoice. I spoke with Drake and by no means did he mean to send a text at 2am, I could see how receiving communications that late in the day would be unnerving. While you do have insurance, and it does sound like they are going to cover your invoice, at the end of the day you are responsible for paying your bill in a timely manner. I have attached the signed service agreement as well as the section regarding responsibility of payment .
Initial Complaint
Date:10/23/2024
Type:Billing 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.
Roto Rooter fixed my main water line that burst on 09/21/2024 yet after four attempts they refuse to send me a 'paid in full' bill so I can submit it to my local water authority for an adjustment on my $1200.00 bill. I need them to send me the paid bill.
Business Response
Date: 10/23/2024
We have emailed the customer a copy of his bill showing paid in full as the customer requested.
Business Response
Date: 10/30/2024
Invoice has been resent to customer trying to follow their direction in showing paid on the actual invoice. We have also sent a detailed letter, on company letterhead, with the detailed breakdown of services and showing paid in full.
Customer Answer
Date: 11/12/2024
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:10/23/2024
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.
I had root rooter come out on a Sunday morning to unclog a drain in my basement which they did and I paid them . I also had them do the clean up water mitigation service which they said my homeowners insurance should cover. They cleaned my overflow area and removed the wet materials. My insurance adjuster from selective insurance came out and gave us an estimate of 5600 for their clean up. Root rooter sent me a bill for 13,711.12 for the service on 9/29/24. Upon reviewing the invoice I noticed they drastically exaggerated the square footage of the mess and made claims of removing material that weren’t even there(floating floor) also claims to clean appliances and mechanical equipment completely ineffected my the overflow…. Also my insurance said they performed services not required for a class 3 leak. I’m just trying to seek a fair payment for actual work done ….. I have video documentation of actual site 108 square foot on total clean up which they are claiming 303 for certain treatment and total of 956 square feet. Also they tried to scam me into replacing my entire sewer line out to street for 24000….. but I had 2 other plumbing companies look at it and from their knowledge my pipes were fine(drain master plumbing, ***** plumbing specialist)…. I am just seeking to be billed correctly for work done . I have video documentation and their invoice on work claimed to be done….. also in my research I noticed roto rooter has class action lawsuits going in ********* for this peticular scam of claiming pipes are damaged when they are fine …… this seems to be corporate practice for them….. when I left them a bad review I was contacted via email by Christopher O** who left me a number and extension but would never return my calls or respond to my email about me trying to contact him….. this company needs to be investigated for this unfair practice and fraud!
Business Response
Date: 10/25/2024
We are working with the customer’s insurance company to resolve the water mitigation bill. We also sent over the video footage to the customer to explain where we were seeing the issues in the customers sewer line.
Customer Answer
Date: 11/01/2024
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.

11/1/24 per customer phone call yes the business contacted him and sent the video footage but nothing has been done yet

Regards,

***** ******

Business Response
Date: 11/01/2024
We came to an agreement with the customer on pricing to close out the account.
Initial Complaint
Date:10/22/2024
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 9/3/2024
I called out Roto rooter. I had an emergency with sewage water coming up from a drain in the laundry. Roto rooter came out and I meet with Roto rooters representative C*****. He survey the problem and determined that there was a clog in the line to the mainline. Roto. rooter recommended that they pull up the toliet downstairs and rod out to the mainline. Before they proceed Mr. C***** pulled out his tablet and ask me to sign authorization to do the work. Which I sign my initials in agreement.
I paid RR on the same service call $959.66 for the repair.
C***** then check carpet and walls for water damage. He used a hand held device to measure damage cause by water. He informed me that they would need to come out again tomorrow to do a restoration job on my home. C***** went on to tell me that by law my home owners insurance has to cover the damages caused by the mainline clog.
I asked him was he certain. And he said yes we see this all the time. And he went on to say if fact they had a job similar to mine where a customer insurance paid for the service and customer received 1.5 times the cost of service to repair to previous condition. He showed me a tablet and stated to sign here and we will be out tomorrow to get started. So I believed him and signed. On the following day they came out. I wasn’t home. I tried calling C***** and he didn’t answer my calls. I wanted to inform him that a want comfortable with him proceeding with the work until I get confirmation from my insurance that this work would be covered. I left text with him and voicemails. When I arrived home rotorooter cut about 20 inches of drywall from to bottom in my laundry and den area. Removed sink from bathroom They discard my bathroom vanity they discarded the bathroom and laundry room doors. Removed the baseboards. I can’t write everything because of character limits. Long story my insurance denied me. Now RR wants me to pay $7600 or they sending me to collections and lien on myhouse
Business Response
Date: 11/05/2024
The customer was upset that his insurance did not cover his loss. Commnication between *** ****** and our field supervisor was misinterpreted. As all paperwork was signed letting *** ****** know that ultimately, he was responsible for full payment.
Initial Complaint
Date:10/21/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 1st 2024 I contacted roto rooter about getting the water out of my basement they sent a plumber got he got the water moving down the main sewer line -the water was then out I paid him the 500$ then another plumber came out to look in the main line it was cracked I paid the 12000$ for that (well put it on a credit card) the water mitigation people came out then they took their measurements sat with me to call my insurance to file the claim after words told me my insurance will have no problem covering this by word of mouth they told me 7700 however then a empty white box came accros the screen for me to sign saying I’m ok with the 7700 or atleast what I thought but now after trying to get it figured out they insurance said 21000 so then they adv they had to stay a few extra days and that I again needed to sign a white box for them to leave their equipment down their longer well again fighting with my insurance trying to get a resolution that said 31000. I don’t believe I have any pictures but when they left there was still standing water in my basement - there is dirt marks from where the water has finally dried all this time later , I have gotten calls from a male claiming to be the owner cussing me out on 5-15-2024 around 10am. I’ve gotten calls saying if I pay 20000 10000 will be dropped off. My insurance gave me 10500 I haven’t cashed the check because from what I’ve seen and even the price they told me by mouth is not even close to the bill I got for around 30000$ also looking for the paper work on the bill 12 out of the 29 lines were wrong so 48% of the bill had something wrong and only 600$ was taken off. From the start both my insurance and roto rooter (who was sitting with me when I was filing the claim and they said my max pay out is 10000 for the job they were doing) has said it’s a total loss and will be fully covered.
Business Response
Date: 10/22/2024
Ms. ******* contracted Roto Rooter to perform water mitigation services. She was never quoted $7700 for this service. She was quoted, and agreed to an estimate of $21,000 to $26,000 at the beginning of the project. The process and entire scope of work was shown to her, along with the price for that scope. Ms. ******* agreed to the terms, and signed (via docusign) the authorization for Roto Rooter to begin the clean up process in her home. Once work began, it was quickly determined that additional work would be needed to complete the drying process. This is not uncommon as things are discovered once you remove contents, drywall, carpet, etc. At that point work stopped, and she was presented with a change of scope, and updated estimate of cost. This was agreed to and a "change of scope" was signed (via docusign) by the customer. There is no errors on the billing of the work we performed, in fact every step of the process is documented with photographs as required by the insurance industry. If we do something, we take a picture of it. The prices for each line item of work is determined by the insurance industry, not Roto Rooter.
Roto Rooter never offered to accept 20,000 and "drop off" 10,000. We intend to be paid for the work we performed in full. Ms. ******* signed a contract that clearly stated the pricing, then signed a change order, and when the work was completed and her home was dried and sanitized she signed a certificate of satisfaction stating the job was completed and she was happy with the outcome. All of this is available including the picture documentation in the attached file.
Ms. ******* was sent a check for $10,000 by her insurance company. That was verified. That money was meant for partial payment for our services. We never received it
We completed the project, cleaned up the sewage and sanitized the affected area. We paid our employees to perform that dirty job (see the pictures) and used our supplies and equipment to do it. . We have not been paid a dime. Our position on this has not and will not change.
Business Response
Date: 01/09/2025
The bill has been reviewed and an adjustment was made. There will be no further adjustments. We do not control the pricing; we enter the things we did and have photo documentation of. The insurance program Xactimate set the price. What we entered after the final revision is correct. The paperwork was signed via docusign on an electronic device. This is also standard practice. Our position is not going to change as stated numerous times.
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
The Changes you made to the bill are not as large as the mistakes you had several hundred sq footage added on several different line Anf less then a grand was taken off. the bill is still wrong in several lines. Now in ref to the forged signature I understand it is an electronic signature but on the paper it states that the bill is due and I’m happy with the services that is not my signature. Additionally the pictures you have done capture the parts of the job you didn’t complete. I’m absolutely exhausted with this company and trying to get this issue resolved you can’t keep stating your stance is final with no explanation to the errors I have pointed out none of my statements have been acknowledged let’s please get this figured out so I can be done with this company

Regards,

****** ******
Initial Complaint
Date:10/20/2024
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 received a very high water/ sewage bill for October. I have a Home Warranty (*****)Company but before filing a claim I contacted the ***** to inquire why the bill for a single person household was so high ($200), Was told I may have a water leakage in my toilet, so I proceeded with the claim. The Warranty Company recommended Roto Rooter, so I scheduled the appointment paid $65 service fee and the plumber proceeded with the repair. Eventually saying the issue was with the toilet bowl continuing to fill due to bad floater. New one was needed, and he had one in his truck. During the supposedly install he yelled "oh s***t the water hose had popped off and water was running all over my bathroom floor and down to my kitchen ceiling leaving a large water stain. He took pictures and I took pictures of both the bathroom floor and the kitchen ceiling stain, he said he would turn it into his supervisor, and I will be contacted to discuss repair, this happened 10/5/2024 and it is now a month later and I have not been contacted by anyone from Roto Rooter. trying to give them the opportunity to respond before filing this complaint. The repair was never done as noticed by the repair person I hired so I had to come out of pocket to have the entire toilet replaced but still have the water stain in my drop ceiling panel in my kitchen which was due to the plumber's negligence. Im no plumber but I do know the water should have been shut off before any attempted plumbing repair.
Thanks
Business Response
Date: 10/21/2024
Customers Warranty company called on 10/3/24 for water in toilet keeps running. Our plumber went to customer and was there for almost 3 hours. Plumber told customer and warranty company that her water shut off valve to the toilet was old and starting break down. Recommended that it needed to be replaced. Either customer or warranty did not want to replace it at that time. Plumber tried to turn the valve. It was not turning and plumber did not want to put a lot of force on it and break it. Plumber did a complete rebuild of the inside of the toilet. During the process the water tube inside the toilet did come out and sprayed some water on the customers floor. Plumber did shut off water right away from the main in the house and cleaned up the floor. Plumber was there for an hour with the customer after the job waiting on warranty company for payment. At no point did the customer complain about the water spill and customer was satisfied.
Customer called in that night and said toilet was still running. We sent another plumber out who was there about 45 mins. Plumber stated that the flapper was not sealing properly, but was able to get it to stop and stated if it continues to call us.
10/4/24 - Customer called back in and stated that the water was running again. We sent the original plumber and he tried another rebuild thinking maybe the part he put on the day prior was bad. Plumber was there around 2 hours. The new rebuild was not sealing properly. He determined that she needed a new toilet as the toilet was older and not a lining with the new parts. No way to get original parts due to age of the toilet. We offered a new toilet at a discounted cost and customer stated no that she had someone who could replace the toilet.
We tried to reach out to the customer multiple times on 10/3/24. 10/4/24 a manager spoke to the warranty company that called in for the job and stated we would send the plumber back out which we did.
We put in almost 4 hours and did 2 rebuilds. Customer or warranty company did not proceed with a new water shut off valve which would have fixed the initial leak of the water. Customer refused new toilet and got someone else to put one in for her, which is her decision as a consumer and not on us. Refund of work is not warranted in this situation. We are willing to help with the 1 ceiling tile that was affected from the pictures we took. Customer can gladly call us back and we can have a solution for her. We tried to call customer in past with no luck. Customer has not tried to call us and ask to speak with a manager. If customer calls in ask to speak with a manager we will work with her on the new ceiling tile.
Customer Answer
Date: 10/21/2024
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:10/16/2024
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 February 24, 2022 I experienced a drainage problem in my home. My basement flooded and i had to have my flooring replaced along with additional damage. I called Roto Rooter to assist with the issue. They came out and initially charged me $400 to snake my drain. That did not resolve my issue. The next day they sent another tech out and he snaked the toilet and charged me once again. That didn't resolve the issue. The next day the supervisor came out and told me my sump pump had malfunctioned and had to be replaced. They charged me $1314.69 and told me it would last 15 years (the life span of a sump pump). This past September my sump pump stopped working. I called Roto Rooter and the tech came out and stated that he had to pump the standing water out and flush the system charging me $400 minus $75 with a coupon. Shortly thereafter he stated that the motor in the sump pump had burned out due to a faulty part the last tech installed. He and his supervisor looked up the life span of the part and it was under warranty for 15 years. They told me i would need to replace my sump pump for $2000 due to their warranty was only one year. It was their part that malfunctioned causing my the motor on my sump pump to fail. I am a single mom and i take care of my 83 year old mother with dementia. Sewer gas is coming into my home and we are all experiencing headaches. I cant afford to replace this pump once again. Please help I feel as if I'm being taken advantage of because I'm a single black female with no help.
Business Response
Date: 10/17/2024
Customer advised RRSC does not provide 15 year warranties on
the installation of sewage ejector pumps and confirmed that the pump manufacture
warranty is only 1 year. RRSC only provides 1 year parts and labor on sewage
ejector pump installations. Since pump was installed Feb 2022, the warranty has
run out by over a year and a half.
Customer advised unit was installed properly and there were
no faulty parts installed. Unit is currently not working due to failure of
parts from normal wear and tear.
Since the pump was no longer under warranty, the customer was offer by RRSC management to replace the pump and check valve for the
previously installed price in 2022, which would provide a savings of about
$500.00. Customer advised to call RRSC if she decides to have the work
performed..
Customer Answer
Date: 10/17/2024
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.

Roto Rooter's technician stated in front of the supervisor that the part was faulty and malfunctioned. They both advised me to contact a supervisor. I think this corporation is installing faulty parts to deliberately return and charge the customers additional money. I was in my home for 14 years and never had a problem with system. I rarely utilize the bathroom in the basement due to no one lives on this level of my home. They installed a faulty part and surely should make me whole by replacing my system.

Regards,

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

Business Response
Date: 10/22/2024
Unfortunately, Parts can fail with normal use, and that is
the situation in this case. However, they worked for 2.5 years before failing,
and far exceeded not only our warranty but the manufacturer’s warranty.
Initial Complaint
Date:10/14/2024
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.
ROTO rooter snaked toilet twice
Charged 12oo
Didn't fix it
Won't refund
Broke plants and concrete steps while not
Fixing plumbing
Business Response
Date: 10/14/2024
We sent a refund to this customer on 09/302024. I have attached the receipt for the credit card charge back. I also received an email from this customer thanking me for the refund on 10/01/2024.
Initial Complaint
Date:10/11/2024
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 a rent-stabilized tenant in *** **** County. The p trap under the bathroom sink was corroded and started leaking around 5 a.m. on October 6th. There have been issues with management with regard to repairs so I needed to resolve the plumbing problem on my own.
I started contacting various plumbers early in the morning. Various plumbers contacted me with reasonable prices, but they were not available until the next day or Tuesday. I decided to contact Roto Rooter because I heard about their company throughout the years. I checked their website and I saw that they would give a free consuItation and estimate. I scheduled an online appointment for 8 a.m. - 10 a.m., but a representative called me twice to let me know that the plumber was delayed and would be at my apartment between 11 a.m. - 12 p.m.
At 12:05 p.m., Mr. Jhonatan S****** (employee number *******) arrived at my apartment. I told my daughter to stay in the bedroom so the employee would not know that another person was in the home. Mr. S****** agreed that the p trap needed replacement. He quoted $350. He said that it included the part and labor. I told him that I had a coupon for $75. He then completed the estimate where he wrote $350 with taxes minus the $75 coupon. He asked me to sign this paperwork with that one line of information. He also asked me to sig the Release and Hold Harmless Agreement. He did not put the wording "replace p-trap - pop up" when it was signed. Mr. S****** then told me that he had to go to the truck to get the part and if it was not available , he would buy the part. When the work was completed, he then told me that I had to pay $439.64 and he had added extra wording to the estimate. He did not tell me the price was different once he started working.
I contacted Roto Rooter corporate via email. I spoke to Ron (manager) on October 7th and said I was overcharged. He said that the matter was in a gray area.
I request that I am charged what I was quoted.
Business Response
Date: 10/14/2024
We had a conversion with ****. We explain and it shows on the invoice $350.00 plus parts and taxes. The plumber discounted $100 off the service vs the $75 coupon. When talking with ****. I never said we overpriced the job. I explained to her. When the plumber came back to install the parts. He should have went over the full price with the parts that was mentioned on the invoice. I offered her additional $50.00. Which takes it lower then the other company that **** called for quotes.
Customer Answer
Date: 10/14/2024
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:
The plumber, Mr. S******, quoted $280.00 for labor and parts minus the coupon. He only wrote $355 minus $75 when I signed the estimate. He then kept the paperwork while he performed the repair. After Mr. S****** was finished with the work, he then said I had to pay a higher price and he showed me that he had modified the original estimate. If Mr. S****** told me that the price had changed prior to the work, I would have waited for the other plumbers who had quoted a lower price to work on my apartment bathroom the next day. Mr. S****** acted contrary to Roto Rooter's policy that the plumbers provide a written estimate and if there are any changes, they would let the customer know beforehand so the customer could "make the most informed choice for your budget and home". He claimed that a p trap was $150 when the attachments I provided showed that those parts are under $50. Finally, Mr. S****** also told me that I would be able to contact the company for free repairs if anything should happen to the sink within the year which is another falsehood.

Regards,

**** ****

Business Response
Date: 10/14/2024
**** ****. with the discount that was applied. You are paying less with us than the quote given to you by the other companies. They are quoting you just labor. Once you add parts and taxes. You are right back to $400.00. We offered you additional discount. Please email us [email protected] an advise what you would like to do.
Initial Complaint
Date:10/11/2024
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.
Roto rooter Did work on my property prior to this year (2021). The work was very expensive as to they had to dig up my back yard and lay pipes ( over 6500 worth of work) since the work was done every six months or so Ive had the same problems. As of this past September, I had the company come out because my sewer was completely blocked and my household couldn't run any water without it coming up from drains. Roto rooter sent out 3-4 different technicians the end of September 2024. The first tech had no idea what was wrong but failed to even try to physically assist, the second tech looked at the prior work done and was surprised that the work done in 2021 had caused a 2 foot ditch vs leveling out and that raised some concerns. The 3rd tech came and tried to clear the line, was a complete failure , his machine wasn't properly working, however expected a payment as if the job was complete(which roto roto rooters policy is that if they cannot find a solution your not responsible to make any payment). That tech called in to the supervisor who called me who was very rude and I explained to him the job was not only incomplete and the tech did not have the proper equipment/ equipment malfunctioned. The supervisor hung up on me. I called the office, explained the situation and then I was advised they couldn't fix the issue by snaking it, would send out someone with a camera to see if we need to go another route, which was scheduled 9/25/2024. That morning, I called off of work again, the office called around 9 am stated a technician was on the way. Around 1pm no one showed up so i called in to see what happened to my appointment, i was told I am now put on the DO NOT SERVICE list. I spoke with a supervisor and was told the same thing. I reached out to the Corporate office to explain that their prior work damaged my pipes and my sewer is backed up because of it. Couldnt get through via phone, but received an email that they cannot help me any further and decision is final
Business Response
Date: 10/14/2024
We did a spot repair on the sewer line back in May of 2021. We fixed a compromised section of the line. We came out to clear her line in September of 2023. We came back out September of this year. We cleared her line, and she refused to pay for the work performed and demanded a camera to the line. I said I would send a complementary camera service out if she paid the technician on site for the work he performed. She hung up on me. It was at this point I advised the technician to leave the residence. There will be no refund for past services, and she owes for services performed that she has refused to pay.

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Roto-Rooter is NOT a BBB Accredited Business.