Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  87 Carando Dr Springfield, MA 01104

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

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:10/11/2024

  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.

  I live in a small condo and my kitchen sink hot water shutoff valve is broken. Roto-Rooter spent about an hour on Monday morning(10/07/2024) replaced the hot and cold water valves. They charged me $694.5!!! The parts are $43.08(about $8 shown on ******) and the labor is $747. They told me they give me an $100 discount. It's ridiculous to me to pay $694.5 for replacing 2 valves. I contact with the manager and he keep telling me it's my fault to agree them to do the work. The thing is English is not my first language and when they told me $750, what's in my mind is $75 because I never thought fixing a valve can be that expensive. Now he doesn't reply my email and I don't know what to do.

  Business Response

  Date: 10/11/2024

  Hello,

  Here at Roto Rooter, we take pride in being as transparent and up front with our pricing structure as possible.  In this job as with all jobs, the price was proposed and agreed to by ****** ** not only verbally but in writing prior to any work being done.  We understand that English may not be the primary language of ****** ** and we encourage her to use one of the many available technologies to assist in translation and prevent any future misunderstandings.  We have communicated that the price is fair and reasonable and as she stated, a $100 discount has already been applied, that said, Roto Rooter has no further discounts to provide to ****** ***

   

  Thank you,

  Customer Answer

  Date: 10/13/2024

  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,
  
  
  
  ****** **
  

• Initial Complaint

  Date:10/09/2024

  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 7/14/2024, we had a sewer back up at our shop. We reached out to Roto-Rooter in ********** to start cleaning up at our facility. I will upload the original quote, invoices and email correspondence with this matter. Roto-Rooter quoted us between $16,000-$22,000 to do the work they stated. However, the final amount was raised to $30,000 without us being notified of the work at all, exceeding $22,000. The last contact record that I have that would have confirmed the floors and trim being taken out of the building would be on Tuesday 07/16/2024. Roto-Rooter is claiming that all of the work was done on 07/14/2024, which would be work performed without my approval or an estimate of new work. Through multiple discrepancies with the services Roto-Rooter performed, we are unsure about the honesty of the work that was performed. Without knowing if our store was actually cleaned to the level that is stated on the bill, we hired through our landlord to have the cleaning performed again. All surface areas, tables, floors, bathrooms etc, sanitized, disinfected, mold tested/mold preventive sprayed to ensure our staff and customers do not get sick. I feel scared to move forward with Roto-Rooter and Chris N** because the last email was very threatening. Roto-Rooter stated that they would settle the bill for $23,000 but if that is not good enough, they would charge us the original amount of $30,000. I feel like this is very close to black mail to get us to finance the amount stated. They are proving to be a company who lack integrity, honesty, and will not take care of their customers.
  We are a small business, and I feel like we are being take advantage of through fraud. I am not going to pay this bill if I cannot trust the integrity of the work that was performed.

  Business Response

  Date: 10/10/2024

  I have been emailing *** ******* in regard to his invoice
  for quite sometime.  After his claim had
  been denied by his insurance company on 7-29 we reached out to *** ******* to
  see how he would like to proceed with taking care of his balance.  On 8-8 his response was we are trying to
  figure out who is responsible, and that he would keep us updated.   We had no contact with *** ******* until
  8.15 when *** ******* told the Field Supervisor Robert he had contacted an
  Attorney to help sort out.  On 8/22 and
  8/26 sent I sent an email to the customer to see what steps had been taken to
  pay his balance.  We suggested *********
  and customer said he was trying to secured a private loan to pay balance.  On 9-12 sent another email advising invoice
  is still aging and need resolution.  *** ******* provided a list of concerns in regard to the invoice on 9-23.  On September 26 I sent him an email
  addressing the concerns and reducing his invoice from the initial $29,347.64
  down to $25,664.41 based on his concerns as well as the ********* application
  and pay estimator.  On 9-27  *** ******* replied that he still has issues
  with the invoice because he has photos timestamped from Sunday and no work had
  been done at 2:40pm.  *** ******* also
  stated that the job should not have exceeded his quote of $22,000.  The Lead Daniel called the Field Supervisor
  who called *** ******* on Sunday and got a verbal authorization to remove the
  floors which raised the total price of the job. 
  We have documented photos of this being done on Sunday afternoon. At
  this time the balance of $25,664.41 was still good. on 9-27 I spoke with my
  manager in regards to the account and sent *** ******* an email stating that we
  were willing to accept $23,000 for the invoice which would close out the
  account. Copied from email below...
  "I spoke with my boss in regard to your account and he is willing to
  accept $23,000 to settle your overdue account.
  This payment would close your account, how would you like to take care of this
  balance?
  If this is unacceptable, we are prepared to proceed with collecting the
  original invoiced amount.
  Let us know how you will be taking care of your account."
  Later on that day *** ******* accepted the offer and said he was applying for
  ********* financing.
  On 10-3 and 10-7 I sent follow up emails to *** ******* to see if he had filled
  out the application so we could take care of the balance and asked if any
  questions.
  On 10-9 *** ******* contacted the BBB with this...(copied email in next
  section)
  Chris N**,
  At this time, we are afraid to move forward with you or Roto-Rooter. We cannot
  trust Roto-Rooter's integrity as a company and/or the services being performed
  honestly. I believe your last email was very threatening and felt very much
  like blackmail. You still have not provided supporting documents. I will not be
  paying for the services invoiced because I cannot trust that the work was
  completed honestly, and you have refused to add supporting documentation. There
  have been multiple issues with the invoice due to fraudulent charges and we do
  not feel comfortable paying for any service with Roto-Rooter at this time.
  Complaints with the Better Business Bureau and Andrew B***** the Attorney
  General will be looking into this matter on our behalf and will be contacting
  you soon.
  
  Sincerely,
  ****** *******
  ***** ** ****** ****** ***

   

  Customer Answer

  Date: 10/10/2024

  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:

  Verbal confirmation was not given on Sunday and there are phone records to prove this wasn't done over the phone but also several witnesses to the brief interaction had with a Roto-Rooter employee Sunday morning. Roto-Rooter is admitting charges were put on the account that were inflated/inaccurate (fraud) and I don't appreciate being strong armed into a "settled" amount. I looked into the itemized invoice and found several inaccuracies that were immediately corrected, but not to the full extent. The integrity that is being practiced causes me to doubt the services were actually performed, at least to the full extent that we are being charged.

  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 10/21/2024

  I have been emailing *** ******* in regard to his invoice
  for quite some time.  After his claim had
  been denied by his insurance company on 7-29 we reached out to *** ******* to
  see how he would like to proceed with taking care of his balance.  On 8-8 his response was we are trying to
  figure out who is responsible, and that he would keep us updated.   We had no contact with *** ******* until
  8.15 when *** ******* told the Field Supervisor Robert, he had contacted an
  Attorney to help sort out.  On 8/22 and
  8/26 sent I sent an email to the customer to see what steps had been taken to
  pay his balance.  We suggested *********
  financing and the customer said he was trying to secured a private loan to pay
  balance.  On 9-12  I sent another email advising the invoice is
  still aging and need resolution.  *** ******* provided a list of concerns regarding the invoice on 9-23.  On September 26, I sent him an email
  addressing the concerns and reducing his invoice from the initial $29,347.64
  down to $25,664.41 based on his concerns as well as the ********* application
  and pay estimator.  On 9-27  *** ******* replied that he still has issues
  with the invoice because he has photos time-stamped from Sunday and no work had
  been done at 2:40pm.  *** ******* also
  stated that the job should not have exceeded his quote of $22,000.  The Lead technician Daniel called the Field
  Supervisor, Robert, who called *** ******* on Sunday and got verbal
  authorization to remove the floors which raised the total price of the
  job.  We have documented photos of this
  being done on Sunday afternoon. At this time the balance of $25,664.41 was
  still good. On 9-27 I spoke with my manager in regard to the account and sent
  *** ******* an email stating that we were willing to accept $23,000 for the
  invoice which would close out the account. Copied from email below...
  "I spoke with my boss in regard to your account and he is willing to
  accept $23,000 to settle your overdue account.
  This payment would close your account, how would you like to take care of this
  balance?
  If this is unacceptable, we are prepared to proceed with collecting the
  original invoiced amount.
  Let us know how you will be taking care of your account."
  Later on that day *** ******* accepted the offer and said he was applying for
  ********* financing.
  On 10-3 and 10-7 I sent follow up emails to *** ******* to see if he had filled
  out the application so we could take care of the balance and asked if any
  questions.
  On 10-9 *** ******* contacted the BBB with this...(copied email in next
  section)
  “Chris N**,
  At this time, we are afraid to move forward with you or Roto-Rooter. We cannot
  trust Roto-Rooter's integrity as a company and/or the services being performed
  honestly. I believe your last email was very threatening and felt very much
  like blackmail. You still have not provided supporting documents. I will not be
  paying for the services invoiced because I cannot trust that the work was
  completed honestly, and you have refused to add supporting documentation. There
  have been multiple issues with the invoice due to fraudulent charges and we do
  not feel comfortable paying for any service with Roto-Rooter at this time.
  Complaints with the Better Business Bureau and Andrew B***** the Attorney
  General will be looking into this matter on our behalf and will be contacting
  you soon.
  
  Sincerely,
  ****** *******
  ***** ** ****** ****** ****
  
  Roto Rooter has all the required documentation to prove the
  work was completed including time stamped photos of the work.  *** ******* has agreed to us doing the work
  and has also agreed to pay the $23,000 when offered, I am not sure what has
  changed from the email on 9-27 but the result is still the same.  He can pay what he agreed to, or I will take
  the necessary steps to collect the original balance.
  

  Customer Answer

  Date: 10/31/2024

  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.

  
  

  
  

  I did not receive a call back on Sunday with authorization to remove the floors. As stated above, I have great concern with what work was actually completed. After $7,000+ was added to the bill in a fraudulent matter, because later Roto-Rooter removed these charges as unnecessary. As a business owner that serves food and drinks, I cannot take a risk in someone getting sick from work that was questionable and possibly incomplete. If 25% of the total amount of $29,000 was removed due to unnecessary charges, that is simply fraud. Chris may threaten to pursue the original amount of $29,000, however, this is still fraud because the $29,000 should have never been billed to us in the first place.. I will not be paying for work that may or may not have been completed. I have very little faith in the integrity of this business transaction and do not trust the work was actually completed and in the timeframe specified. 

   

  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 10/31/2024

  I have been emailing *** ******* in regard to his invoice
  for quite some time.  After his claim had
  been denied by his insurance company on 7-29 we reached out to *** ******* to
  see how he would like to proceed with taking care of his balance.  On 8-8 his response was we are trying to
  figure out who is responsible, and that he would keep us updated.   We had no contact with *** ******* until
  8.15 when *** ******* told the Field Supervisor Robert, he had contacted an
  Attorney to help sort out.  On 8/22 and
  8/26 sent I sent an email to the customer to see what steps had been taken to
  pay his balance.  We suggested *********
  financing and the customer said he was trying to secured a private loan to pay
  balance.  On 9-12  I sent another email advising the invoice is
  still aging and need resolution.  *** ******* provided a list of concerns regarding the invoice on 9-23.  On September 26, I sent him an email
  addressing the concerns and reducing his invoice from the initial $29,347.64
  down to $25,664.41 based on his concerns as well as the ********* application
  and pay estimator.  On 9-27  *** ******* replied that he still has issues
  with the invoice because he has photos time-stamped from Sunday and no work had
  been done at 2:40pm.  *** ******* also
  stated that the job should not have exceeded his quote of $22,000.  The Lead technician Daniel called the Field
  Supervisor, Robert, who called *** ******* on Sunday and got verbal
  authorization to remove the floors which raised the total price of the
  job.  We have documented photos of this
  being done on Sunday afternoon. At this time the balance of $25,664.41 was
  still good. On 9-27 I spoke with my manager in regard to the account and sent
  *** ******* an email stating that we were willing to accept $23,000 for the
  invoice which would close out the account. Copied from email below...
  "I spoke with my boss in regard to your account and he is willing to
  accept $23,000 to settle your overdue account.
  This payment would close your account, how would you like to take care of this
  balance?
  If this is unacceptable, we are prepared to proceed with collecting the
  original invoiced amount.
  Let us know how you will be taking care of your account."
  Later on that day *** ******* accepted the offer and said he was applying for
  ********* financing.
  On 10-3 and 10-7 I sent follow up emails to *** ******* to see if he had filled
  out the application so we could take care of the balance and asked if any
  questions.
  On 10-9 *** ******* contacted the BBB with this...(copied email in next
  section)
  “Chris N**,
  At this time, we are afraid to move forward with you or Roto-Rooter. We cannot
  trust Roto-Rooter's integrity as a company and/or the services being performed
  honestly. I believe your last email was very threatening and felt very much
  like blackmail. You still have not provided supporting documents. I will not be
  paying for the services invoiced because I cannot trust that the work was
  completed honestly, and you have refused to add supporting documentation. There
  have been multiple issues with the invoice due to fraudulent charges and we do
  not feel comfortable paying for any service with Roto-Rooter at this time.
  Complaints with the Better Business Bureau and Andrew B***** the Attorney
  General will be looking into this matter on our behalf and will be contacting
  you soon.
  
  Sincerely,
  ****** *******
  ***** ** ****** ****** ****
  
  Roto Rooter has all the required documentation to prove the
  work was completed including time stamped photos of the work.  *** ******* has agreed to us doing the work
  and has also agreed to pay the $23,000 when offered, I am not sure what has
  changed from the email on 9-27 but the result is still the same.  He can pay what he agreed to, or I will take
  the necessary steps to collect the original balance.
  

• Initial Complaint

  Date:10/08/2024

  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.

  We had roto-rooter come out to fix a drain clog and the one repairman left some sort of smelly black degree rubbed all over the bathroom walls. He also broke a piece of our laminate flooring which needs to be replaced. We told them about it and they said something about our insurance but we should not have to use our insurance. They said they would send someone out ut never received a call or visit. I called yesterday and she said manager was on a phone call and he would call me back but he never called

  Business Response

  Date: 10/09/2024

  Spoke to Mr. ******, he said his wife was out of town until 10/14, I told him we could either refund his money or find an outside company to do the repairs. He requested that I call him back on 10/15. 

• Initial Complaint

  Date:10/08/2024

  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 came for main line cleaning due to a backup. Service completed well but damaged wood stairs and lvp flooring during repairs. Want to get cost of repairs paid for. Field crew took pics of damage. Have tried to contact rr repeatedly over last 2 weeks

  Business Response

  Date: 10/09/2024

  The local branch office has spoken with the customer and has begun a correspondence via email.  The customer stated she is happy with the current resolution status.  

• Initial Complaint

  Date:10/07/2024

  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 of last year, I had a sewer backup in my basement and hired Roto rooter. They gave me an estimate 8-12K and said I wouldn't have to pay anything and if I hired them and that they would deal directly with the insurance company after checking I was covered by insurance.
  
  Then on December 29th, I hear from them that they are charging 18K!! and my insurance company doesn't want to fully pay that amount because it was SO unreasonable! I spoke with customer service and they said I needed to pay the difference, which I did after they threatened me with putting a lien on my property. I am so frustrated because they do millions of these transactions and their just ended up with a bill of 18k after an estimate of 8-12K. Please help me

  Business Response

  Date: 10/08/2024

  Per previous and final discussions with the branch General Manager, discount of over $4000 was taken off the bill, which was formulated using insurance based pricing guidelines. No additional monies will be refunded. 

  Customer Answer

  Date: 10/08/2024

  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.

  My complaint is that Roto Rooter sent a seasoned estimator, who used software used by RR for millions of such jobs nationwide and came up with an estimate of $8-12K. Further, they assured me that they would deal directly with my insurer and I wouldn't have to pay anything more. This clearly did not end up being the case.

  The next communication that I get is that the final bill was $18K. HOW IS IT POSSIBLE to be SO INFLATED from the estimate AND have zero communication with me giving me a HINT of an indication that RR could possibly end up with a higher final bill? This is SO unimaginable. From my perspective, on average the bill should have been $10K (mid point of 8-12k), but I was prepared to be billed a max of 12K, period, end of story. Even if I was dealing with a small business, they would tell me if they would end up with a higher bill. And, oh by the way, RR has not actually told me what changed from the initial estimate. Let me tell you the answer, NOTHING!!

  
  
  Regards,
  
  
  
  ****** ****
  
  

  Business Response

  Date: 10/23/2024

  Branch reached out to customer, who wished to speak with general manager. General manager is not available this week, but has reiterated to the branch that no further discussions will be had regarding this matter. 

  Customer Answer

  Date: 11/02/2024

  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.

  
  

  
  

  Nobody has reached out to explain why the final bill was so much more than the estimate. I only got a call stating someone will be reaching out. 
  
  
  
  
  Regards,
  
  
  
  ****** ****
  
  

  Business Response

  Date: 11/22/2024

  Branch GM is working with the attorney General to settle complaint. 

• Initial Complaint

  Date:10/07/2024

  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.

  August 7th $1,200 to remove toilet and snake sewer line, unsuccessful. August 13th $3,200 to snake sewer line and replace house trap with PVC, unsuccessful. August 21st $4,442 water remediation September 10th Failed plumbing repair, corrected.
  
  I fell victim to the company’s long existing practice of escalating the plumbing issue to increase fee’s, executed as it is laid out in the 2011 ********* class action suit “This case arises out of Defendant’s common pattern and practice of systematically pressuring homeowners into unnecessary repair jobs by misleading them into thinking they had a much greater plumbing problem than they actually did,”
  
  While trying to understand the fee's and receive the promised camera footage showing the obstruction, I was threatened with and eventually had placed by Roto-Rooter, a lien on my property and my bill submitted to collection after I disputed the charges. They refused to give me an itemized invoice with labor and materials outlined, refused requests to have camera footage shared with me, refused to let me talk to anyone in management and insulted and yelled at me while on the phone. I have a recording of the incident. I emailed the corporate consumer complaints manager and did not receive a response. With each visit the techs would escalate the severity of the repair. I eventually caught on but it was too late. I hired another company and the line was cleared that day for $580.00. The tech's line was always, you need your main sewer line excavated and replaced. It was as if that was the solution they wanted as it is the most expensive.
  
  Roto-Rooter sent their water remediation team to clean up and disinfect the damaged area. My insurance company was billed $4,442 for this service. Upon inspection I was able to sweep up two piles of debris after the alleged power washing of the floors as listed in the scope of work on the contract. The last sewer leakage from the failed plumbing occured after the water remediation.

  Business Response

  Date: 10/08/2024

  In regards to *** **** complaint, 

  the Property that was service is a rental property. *** **** called Roto Rooter for a clog. everything was communicated via phone (*** **** does not live locally)  and *** **** would authorize and provide payment at the end of the service. When we inspected the main sewer line it was noted in the camera footage that line was still holding and Our tech was unable to pass the unknown blockage behind the wall. We recommend exploratory plumbing. Our sewer specialist wrote up a proposal for *** **** to look at. this was at no cost to customer. *** **** then decided to move forward with plumbing excavation at his rental home. Payment should have been collected at the time of signed  proposal but that did not occur. Once work was completed *** **** begun to disputed agreed amount and refused to pay. *** **** had many demands in order to release payment. All questions were answer by Sewer Specialist once he returned from vacation. *** **** then stated that the plumbing that was done was not correct. We express that once payment is rendered we will go out and access the  work and fix our work is needed at no charge, and video footage could be sent at that time. *** **** was informed if he did not pay he would be sent to collections and a lien would be applied. *** **** ended up paying the amount owed and requested plumber to go at a specific date that he would be on property. That was no problem, appointment was schedule and plumber fixed issue and provided after photo. Customer was also made aware in the invoice when work was completed "there is a spot outside that we could not pass with camera or snake recommend digging up septic line outside." this may cause a future back up. *** **** also basement flooded and we offered him water clean up. Everything was explain to *** **** and signed paperwork by him. We also sent  all document  and pictures to Customer insurance company where they review all provided documentation and if they have any concerns they email us back. Per customer insurance claim was approved and paid. 

  *** **** also disputed excavation charge 12 days after payment was completed and after our plumber went back to fix plumbing work with customer present. 

  I have provided all documentation to customer bank and after it being review by  the bank the charge was put back. 

   

  Thank you! 

  Customer Answer

  Date: 10/08/2024

  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 contracted work, to clear the sewer line was unsuccessful for a charge of $1,200. A mis-diagnosis regarding the house sewer trap and subsequent work, also failed to clear line and was in the end proven unnecessary for a charge of $3,200.  In total Rotor-Rooter charged $4,400 and left without ever successfully clearing the line. When contracting a service, there is a reasonable expectation by the customer that the service offered will be completed successfully. The sewer trap misdiagnosis and subsequent work that failed to clear the line shows a gross incompetence in the ability of the tech to diagnose as well as provide a solution. At no time was excavating the sewer line inside or outside necessary even though it was repeatedly being pushed by the techs and is one of the most expensive services offered. The local company I then contracted, ******** ******, quickly cleared the line successfully and shared the camera imagery with me live even though I was not on the property. Rotor-Rooter refused to share their footage at every step in the process, why, I do not understand beyond their need to obfuscate. The lack of accountability for the failed service and the continued pressure under duress of having sewage water in the basement to contract more work, is suspect at best. The Roto-Rooter plumber did correct the poorly executed and unnecessary trap replacement after I had the line cleared by another vendor. Rotor-Rooter and its contractors are either incompetent, deceptive in practice or both. It is disappointing that the company continues to deny any responsibility for their failure to provide the service contracted nor offer any recompense.
  
  
  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 10/21/2024

  In regards to *** **** complaint, 
  the Property that was service is a rental property. *** **** called Roto Rooter for a clog. everything was communicated via phone (*** **** does not live locally)  and *** **** would authorize and provide payment at the end of the service. When we inspected the main sewer line it was noted in the camera footage that line was still holding and Our tech was unable to pass the unknown blockage behind the wall. We recommend exploratory plumbing. Our sewer specialist wrote up a proposal for *** **** to look at. this was at no cost to customer. *** **** then decided to move forward with plumbing excavation at his rental home. Payment should have been collected at the time of signed  proposal but that did not occur. Once work was completed *** **** begun to disputed agreed amount and refused to pay. *** **** had many demands in order to release payment. All questions were answer by Sewer Specialist once he returned from vacation. *** **** then stated that the plumbing that was done was not correct. We express that once payment is rendered we will go out and access the  work and fix our work is needed at no charge, and video footage could be sent at that time. *** **** was informed if he did not pay he would be sent to collections and a lien would be applied. *** **** ended up paying the amount owed and requested plumber to go at a specific date that he would be on property. That was no problem, appointment was schedule and plumber fixed issue and provided after photo. Customer was also made aware in the invoice when work was completed "there is a spot outside that we could not pass with camera or snake recommend digging up septic line outside." this may cause a future back up. *** **** also basement flooded and we offered him water clean up. Everything was explain to *** **** and signed paperwork by him. We also sent  all document  and pictures to Customer insurance company where they review all provided documentation and if they have any concerns they email us back. Per customer insurance claim was approved and paid. 
  *** **** also disputed excavation charge 12 days after payment was completed and after our plumber went back to fix plumbing work with customer present. 
  I have provided all documentation to customer bank and after it being review by  the bank the charge was put back. 
  
  Thank you! 

• Initial Complaint

  Date:10/04/2024

  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 writing to bring to your attention a significant concern regarding the recent repair work conducted on my property. Despite a substantial investment of nearly $40,000, the repair remains incomplete, leading to a persistent rodent infestation issue that did not exist previously on the premises.
  
  Following the installation of new pipes and the purported closure of the septic system, it has come to my attention that the old pipes were left in the ground and the septic system was left unsealed. Despite my repeated attempts to address this matter, my efforts have been met with unsatisfactory responses from your company. These include inaccurate appointments made by customer service for inspections and a subsequent statement from a manager named Ivan H********, who indicated that his employees provided incorrect information due to inadequate training to address our inquiries. He further mentioned the requirement for a new manager, who commenced employment last week, to properly handle this situation.
  
  I respectfully request direct intervention from senior management, including Spencer L**, CEO; Robert G**********, President; Mark C******, Executive Vice President; and Thad R*******, President of Operations. It is imperative that this issue be promptly and effectively addressed.
  
  Please refrain from Mr. H******** contacting me, as his last conversation with my spouse resulted in an argument about the work carried out at our property. He received pictures that contradicted his assumptions about the work that was actually done and followed up with a week of complete radio silence. I have no tolerance for any justification he may offer for being disrespectful to my home, especially considering that his last week's salary did not afford him the time to send a minimal text message while being paid to find a more qualified manager.

  Business Response

  Date: 10/14/2024

  Roto-Rooter did an excavation on 3/9/24.  We excavated outside the customer home as well has in their bathroom.  This website will not let me upload the files, due to the size of them.  Customer never called back for issues in 7 months.

  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.

  I've recently received a call from Veronica G*****, who left a message stating that the company was working on our order and we would receive another call soon. Additionally, I received an email from Pat S******, who requested information that was sent, and, while I showed understanding for the impact of the hurricane in our region.
  Nothing but silence has occurred. 
  
  Despite these communications, there hasn’t been any attempt at inspection, follow-up, or meaningful conversations with anyone from the company. While I understand the challenges posed by the recent hurricane, I am disappointed by the lack of proactive engagement.
  
  I have incurred an additional $1800 in extermination fees during this time, compounding the frustration of the situation. I remain eager for a qualified representative to visit the property and address this matter with the same level of professionalism, empathy, and urgency that I have demonstrated.
  

  I have raised my concern about the need for a higher caliber of personnel in this company, but my request has not been addressed. I am reaching a point where I need to consider my next steps if this situation is not promptly resolved. I am troubled by the recurring issues that have not been addressed, and I am not willing to accept this any longer.
  I am becoming increasingly frustrated by the repeated indications of a lack of commitment to addressing the existing issues and also troubled by the numerous instances that are forcing me to not tolerate this any further than I currently am.
  This final chapter of this horror story will either represent their ultimate opportunity or the definitive threshold. 
  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 10/22/2024

  Roto-Rooter preformed an excavation in 2021 .  There's is no call in our system that they called back with issues. Roto-Rooter has a signed contract as well as photos showing the work that was done.  

  Customer Answer

  Date: 10/31/2024

  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.

  
  

  I would like to provide an in-depth account of my ongoing interactions with your company regarding my concerns. This overview encompasses not only the various emails I have sent, but also the multiple follow-up calls made to your team in an effort to seek resolution. Throughout this process, I have been in contact with three different representatives, including a manager who previously conveyed that they were awaiting the assignment of a new regional manager to address and rectify our ongoing issue. Unfortunately, despite their assurances and promises of prompt attention, I have only received vague and unsatisfactory responses, which does little to allay my concerns.
  
  
  To date, I have observed a significant lack of proactive communication from your team, as well as a distinct absence of efforts toward resolving the issues at hand. The updates I have received thus far have primarily consisted of minimal email responses that lack substantial content or clarity. As outlined in the contract we entered into, I was assured that all materials would adhere to the established standards and that the work would be conducted according to industry best practices in a professional and competent manner.
  
  
  It is also my understanding that your company's standard procedures permit the abandonment and burial of outdated materials without implementing necessary remediation measures after excavation. However, this practice is inconsistent with the prevailing standards observed across the industry, where proper handling and disposal are critical. Additionally, I am deeply concerned by the lack of a thorough inspection regarding the verified issue that I brought to your attention over a month ago—an issue acknowledged by two of your representatives, including one at the management level. This raises significant questions about accountability and the commitment of your team to uphold their responsibilities.
  
  
  What outcome are you aiming for here? 
  
  
  My ongoing interactions with your team have reached a point of frustration, particularly with someone who seems unable to advance beyond mere email exchanges. This situation has clearly escalated into a significant issue, one that requires your organization to acknowledge and address with urgency. 
  
  
  The time and resources I have invested in attempting to resolve this matter will directly influence my future actions regarding our collaboration. It is crucial that you recognize the seriousness of this problem, as it is not merely a trivial concern.
  
  
  It is imperative to address the critical issue at hand: it is entirely unacceptable to shirk the responsibility of thoroughly inspecting your work when customers bring forth concerns or problems. 
  
  I hope this explanation conveys just how significant the situation is. The repeated experiences I've encountered lost in a cycle of endless emails—what I refer to as "email tennis"—have only highlighted the growing seriousness of this matter. It has become increasingly clear that your business is not adequately willing to address and resolve these issues. Until there is an acknowledgment of the severity of this problem, it feels as though it is not being taken seriously, which is disheartening.
  
  Furthermore, I want to make it clear that the time and effort I have invested in attempting to resolve these matters with your team will have consequences. My decisions moving forward will directly reflect my frustration and dissatisfaction with this experience. I urge you to consider the broader implications of this situation and to take the necessary steps towards resolution.
  It is quite clear and unmistakable to me that you are unlikely to take any action.
  This compels me to take action on your behalf.
  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 10/31/2024

  Roto-Rooter excavated to install a new sewer line in the bathroom and yard.  This customer did not call Roto-Rooter for 3 years, now he contacting the BBB.  Roto-Rooter pictures show the new PVC pipe in place.

  Customer Answer

  Date: 11/14/2024

  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.

  
  

  Notice of Intent to Pursue Legal Action
  
  Over the course of the past two months, I have provided your company with multiple opportunities to address the ongoing issues related to the work performed at my property. 
  
  Regrettably, there has been no evidence of an inspection or any substantive attempt to rectify the problems, which you and your management are aware could potentially be the source of the unresolved issues. 
  
  It is imperative to me that the work conducted at my property is thoroughly documented and adheres to industry standards, so I am now preparing to initiate legal proceedings against your company. I intend to ensure that the legality of this transaction is reviewed by the appropriate authorities. Additionally, I am seeking restitution for significant damages that have arisen from what appears to be a poorly executed job, coupled with a transaction that lacks transparency, guarantees, or sufficient warranty, all of which your company continues to overlook. 
  

  I am pursuing every avenue available to me in order to secure compensation for the damages inflicted upon my property due to your company’s negligence in both communication and inspection of the work performed. While your organization may not prioritize smaller clients, please be assured that you will be accountable in a court of law.
  
  
  Regards,
  
  
  
  **** *****
  
  

• Initial Complaint

  Date:10/02/2024

  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 informed me that my service would be warrantied and was given a phone number from the service technician who told me if the situation happened again that he would just come out and provide another service. I let the representative of the phone know that I was told by the service technician that he would complete the service and I was told that whatever was told to me would be what they would stand by. My toilet has been clogged for over a week. I called roto rooter for service and they continued to postpone my service for several days. I have only one bathroom in my home. The condition of my bathroom are now inhuman as soon as you walk into the front or side door you can smell the bathroom even with the bathroom vent on and window open. I can’t afford to stay at a hotel and myself as well as my child has Athsma which makes this situation that much worse. When I was finally able to get the service tech to come out he proceeded to give me a price for the service that was supposed to be warrantied. I informes the technician that I was told that the warranty and or what I was told by the previous technician was what would be stood by however he proceeded to ask for payment. He contacted his boss who also told them he would need to ask for payment. I asked for a payment plan however they technician would not honor it. I am now left with the same issue that I was told would be warrantiesd and taken care of. I can’t stay in my home for much longer.

  Business Response

  Date: 10/03/2024

  Spoke to the customer and explained warranty period is 1 week for toilet auger service. Customer had rocks and socks in toilet. Her second service request was 3 weeks later. Toilet was then clogged again. Customer was offered discount service but refused additional service.

• Initial Complaint

  Date:10/02/2024

  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.

  Our main sewage line backed up in our basement and needed replaced. Roto Rooter came and cleaned our basement Sept 22, 2024, and left fans running to dry the floor. On Sept 23 they excavated our porch to replace the sewage line. Around Sept 25 when they came to collect their fans they determined the sewage had backed up again. We never heard from them again.
  
  We called a competitive plumbing service. They started the project over and discovered Roto Rooter installed new piping without first laying a gravel bed which violates ******** city code.
  
  As of Oct 2, Roto Rooter fans are still in our basement and we can't use our laundry machines because the fans required the same circuit box.

  Business Response

  Date: 10/02/2024

  This is false information.  The Excavation job is separate from the Water Mitigation.  They had a competitor came out two days after our work was complete, they never called us.  The mitigation team was told to stop, then start, then stop, and then start again. We have followed up every step of the way on the mitigation.  As for the excavation, we replaced what we sold the job for, a competitor was called and took advantage of them.  The job was fully done to code, as our team has 20 plus years of experience in this field, and only follow code, to the point we have not done or accepted jobs when the customer wanted us to cut corners.  Respectfully.

  Customer Answer

  Date: 10/02/2024

  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 job wasn't done. Video shows new piping installed by Roto Rooter doesn't properly align with the older piping and was not properly secured causing further misalignment. The business response includes: "The mitigation team was told to stop, then start, then stop, and then start again." I don't understand who told them to stop, start, stop, start because it wasn't us. There seemed to be no communication between us, the clean up crew, the excavation crew, and installation crew. An employee came after the job was supposedly complete to collect their equipment and informed us the sewage backed up again. His recommendation was to "call Roto Rooter." I had to press him to find out who he worked for. He eventually said he was a Roto Rooter employee and would discuss the problem with his manager when he was back in the office. 
  "The mitigation team was told to stop, then start, then stop, and then start again." This is offensive. Nobody ever explained to us what was actually happening or what timeline to expect. In fact, we had no interaction with any employees at all. 
  We went with a competitor because we didn't have access to water, laundry, or toileting. We tried calling multiple people at Roto Rooter and several different offices with no response. 
  
  
  Regards,
  
  
  
  ***** *********
  
  

  Business Response

  Date: 10/10/2024

  As we have stated before, Roto Rooter will not be refunding any amount to the customer. The line was inspected all the way to the city (prior to our excavation this was not possible due to a compromised line, that we fixed to code). Customer never called our office until another competitor had done work. 

  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.

  We did talk to a water mgmt employee when he reported a sewage back up after the excavation. This particular employee said he would talk to his manager when he was next in the office. 
  

  The competitor fixed our problem and are happy to explain where and how roto rooter failed to provide the service they are charging us for.

  
  
  Regards,
  
  
  
  ***** *********
  
  

  Business Response

  Date: 10/22/2024

  The customer has some of the dates confused. The initial clean-up was done and they were picking some up on the equipment prior to the excavation being done. The reason it backed up again is because it was prior to us coming out to fix the problem. Once we fixed the problem everything was able to then flow to the city. All work was done to code as explained earlier. 

  Customer Answer

  Date: 10/31/2024

  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.

  
  

  We are addressing this complaint through a legal firm. 

  
  
  
  
  Regards,
  
  
  
  ***** *********
  
  

  Customer Answer

  Date: 11/22/2024

  Please see attachments for reply from competitor regarding roto rooter quality of work and a receipt from roto rooter. I have itemized lists from roto rooter that I can submit also. 

  Business Response

  Date: 12/12/2024

  We
  were called to the house for a drain clearing call and sewage back up on 9/21. The
  drain tech was not able to clear the line, so we then had a field supervisor
  with a camera inspect the line to see what caused the back up. We discovered an
  issue to the main sewer line just outside the house. There was a collapse to
  the line, and we were not able to make it to the city main. We provided a
  proposal of $9,800 to fix the issue. The customer decided to move forward to
  fix the issue. We performed the work ( on 9/24) as such on the proposal that
  had us remove the front concrete porch and dig down to the compromised line. We
  replaced that portion of the line and installed an outside cleanout. We then hydro
  jetted the line and video inspected the line. We were then able to get all the
  way out to the city main once we fixed the issue.   It was
  a couple days later that a man by the name of ***** ********* reached out to us
  stating there had been a backup. Our water mitigation team noticed this back up
  when they were doing some of the clean up prior to our work being done. I
  explained to him that this was prior to the excavation work but I could have
  someone back out to clean that up. He stated that he already had another
  company out to look at our work and they told him that the whole thing needed
  to be redone. He had already moved forward with this company before reaching
  out to us to inspect what he was talking about. He provided me with the videos
  that the company gave to him. There was nothing in these videos that would
  warrant redoing any of the work that was performed. We would have gladly went
  out to inspect and possibly redo the hydro jetting if it was requested/ needed
  at no cost to the customer. It was unfortunate that the other company convinced
  him of an issue that was not present. However, he did not try to contact us
  prior to this. I made him aware we would not be refunding him anything. We
  completed our work and fixed the compromised line allowing the flow of the
  sewer line. 

• Initial Complaint

  Date:10/02/2024

  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 Sept 2020 I had a plumbing collapse, I hired Roto Rooter to reroute the outgoing plumbing, they missed a line which I did not know until 4 years later when I had a leak and had to hire someone to fix it, at that time the plumber showed me the pipe that was missed and the leak going on. He offered to fix it since he had to be there to fix the other issue( not related) so I had to pay him an extra 2000 and to fix what should have been replaced 4 years prior. Now I have floor and cabinet damage, from the pipe that should have been replaced or rerouted 4 years ago.

  Business Response

  Date: 10/04/2024

  Good morning, 

  I spoke with ****** ***** 10/2/24 and she expressed her concerns. These concerns were discussed with our management and we are reviewing the job details. ****** and I discussed a dollar amount in regards to what she is looking for in reimbursement to resolve the matter. I assured ****** that we will have a firm answer for her by 107/24 and come to a fair resolution. I provided ******* my direct line should she have any questions along the way.