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

• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

• 

  Roto-Rooter Plumbing & Water Cleanup

  3 Alan B Shepard Jr Pl Ste A Yonkers, NY 10705

  
• 

  Roto-Rooter

  1691 Town Center St Aurora, IL 60504

• 

  Roto-Rooter Plumbing & Water Cleanup

  1353 Lear Industrial Pkwy Avon, OH 44011-1360

  

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:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a water leak on 8/20/2024 in our crawl space which is partially carpeted. We called Roto Rooter( RR) for a plumber to come and fix the leak. Before the plumber came, RR person, Amber, showed up. We thought she was the plumber. But, she turned out to be a sales person for RR for water mitigation.
  WE DID NOT MAKE ANY CALL FOR WATER MITIGATION. OUR CALL WAS ONLY FOR THE PLUMBER .
  Amber, the sales person went and saw our crawl space and started to talk about involving our insurance. We specifically said we will not like to involve our insurance. Because, we thought, we just have to dry a small portion of our carpet and we will call someone and it will cost us may be $1500 and our insurance was $1000 deductible. She assured us that it will be better for us to go through insurance and RR will help us get paid by the insurance.
  SHE CALLED OUR INSURANCE COMPANY, talked to them and gave the phone to my husband to get the claim number. She then got some paperwork signed by my husband. During this time the plumber came, fixed the leak and we paid him $365 for fixing the leak.
  Next morning their people came and put some fans and 2 dehumidifiers to dry the small portion of our wet carpet and the crawl space.
  When our insurance adjuster came and saw it all, he estimated that the work to dry that area will be about $2795.12.
  After RR’s work was finished they billed us for a a Very high amount of $6067.51.
  Our Insurance says that RR is highly overcharging and is not justified. We feel exactly the same. We feel RR has TRAPPED us in our emergency situation.WE have paid RR $2795.12 the amount our insurance thought it was worth. WE DO NOT WANT TO PAY the balance $3372.39. Which is $6067.51 minus 2795.12.
  
  WE STRONGLY FEEL:
  RR’s PRACTICE OF SENDING THE SALES PERSON RIGHT AWAY SHOULD STOP. IT SHOULD NOT HAPPEN TO ANYONE ELSE. THIS TRAPS THE SENIOR CITIZENS LIKE US. We hope you can help us and take care of the problem.
  Thank you.
  ****** ******

  Business Response

  Date: 09/28/2024

  On 8/20/2024 Roto Rooter entered a contract with the ******* to perform water mitigation on the home located at *** ******* ***** **** in *********** ****.  The scope of work to be performed was given to the homeowners, as well as an estimated price to complete that work.  They agreed to the scope and price, and signed the work authorization form approving Roto Rooter to begin the process.  The water damage was caused by a plumbing leak in the home, which is a covered loss on there policy.  A call was made to the  insurance company to file a claim.  

  The work was completed to the standards of the industry (IICRC guidelines) and every step of the process documented with photographs that we provide to the insurance company.  Roto Rooter does not determine the price for the work performed,  that pricing is provided by ********* software that the insurance industry approves for this type of work.  It is industry standard.  We plug the work performed into the ********* software and it tells us the prices to bill for that service.  Each and every line item.  Each of those line items have a photo taken in the customers home of that service providing proof it wad performed.  Again, that is an industry standard.  

  The amount Roto Rooter billed for the work performed was less that the approved estimate on the contract the ******* agreed to and correct for each service performed.  While it is unfortunate that the ******* "feel" that amount was to high, it does not change the reality of what those services cost.  We did not alter any of the prices the ********* program presented for the work performed.  We simply followed the guidelines.

  Roto Rooter performed a service, pricing for that service was accurate and correct and this complaint should be closed for those reasons.  

   

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The tech was out to snake the main line. Said he did and needed to have septic pumped and looked at. So I called King Septic and they pumped the tank but the issue continued. So then we had RotoRooter come out again to snake the lines in the house and you charged me $700. They did not fix the issue and the tech asked me to set up a time to mee the septic company as he thought it was there issue which I did and they charged me $149.35 for the service call. They both talked and the septic company asked him to snake the main like again which he did. But the snake was not long enough to make it to the outlet so he added an extention to it. He made it to the take tank and we heard the clog breakthrough and that solved the issue. If the tech would have done this correctly the first time I would not have had a fee for the septic company of $669.50 +$149.35 and then another charge from RotoRooter for $700. I am asking from them to reinburst me for these fees which total $1518.85

  Business Response

  Date: 09/28/2024

  On the very first visit, 7/16/24, we went to cable the line, the customer insisted that we cable from a different access point that we did not recommend. We did cable from the customer's requested access point and it did not resolve the issue, a charge of $200. We then went back on 7/30/24 sent a different tech out at no charge to re-diagnose the situation, determined that the septic tank was full and needed to be pumped before the line could be cleared. Back out on 8/2 cabled from different access points, back out on 8/5 cabled and got line open. We could not have done the job "right the first time" because the septic tank was full, we cable the first time trying to get the line open temporarily while the home owner scheduled to get the septic tank emptied. Once the septic tank was emptied, we came back out and cabled with no additional charges. 

  Customer Answer

  Date: 10/28/2024

  As you can see by the doc's they were out  three times.  The first time they snaked the main line which he said he went all the way to septic tank but did not.  The second time he snaked all the lines in the house which did not solve the problem.  The 3rd time I had him back out with septic company and snaked the main line and added extension and that solved the issue.  If he did it correct the first time we would not have had any other issues.  

  Business Response

  Date: 12/07/2024

  Tell us wAgain, 0n the very first visit, 7/16/24, we went to cable the line, the customer insisted that we cable from a different access point that we did not recommend. We did cable from the customer's requested access point and it did not resolve the issue, a charge of $200. We then went back on 7/30/24 sent a different tech out at no charge to re-diagnose the situation, determined that the septic tank was full and needed to be pumped before the line could be cleared. Back out on 8/2 cabled from different access points, back out on 8/5 cabled and got line open. We could not have done the job "right the first time" because the septic tank was full, we also could not have " done the job right" because we accessed the line from the point the customer wanted us to go from verses what we advised. we cabled the first time trying to get the line open temporarily while the home owner scheduled to get the septic tank emptied. Once the septic tank was emptied, we came back out and cabled with no additional charges. hy here...

• Initial Complaint

  Date:09/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The initial tech came out and the sewage in the tub and shower had cleared itself. He checked both toilets, and all bathroom drains. He asked if anything could have been accidentally flushed as everything was draining perfectly. I thanked him for his time and he left. He was professional and courteous. Right after I finished cleaning and sanitizing, an area supervisor came knocking without warning. This was concerning as it was very late on a Sunday/Monday night. He recommended a video inspection of the drain. I agreed to pay $475 for this service. He ran the camera down the drain and found 2 areas of pipe he claimed needed patching with a stint link device and an area that had bellied between the house and the city system. It was dark outside and difficult to see what he was indicating as he was constantly moving the camera. He then quoted a price for all of the repairs close to $12000. He then pitched financing and said since I had already paid $475, if I financed, he could get it down to $9800. The whole encounter felt more like a financing pitch than a solution to my problem. I received a quote/agreement the next day. I have since contacted the ******** office twice requesting photos or video from the camera so I can review the images and better understand what course of action is needed. The first time I called, I was sent to someone's voicemail which had an out of date message and to date I have received no response. The second time, the operator put in a request for the footage/photos and received no response. Once I filed a complaint on the website I was called on a Sunday after requesting email contact. The manager apologized and stated someone would call Monday. Stephanie called Monday and stated I was charge for a repair, not video. I informed her no repairs were ever conducted. She promised footage after the supervisor returned from vacation. I texted her for follow up a week later. I never heard from her again.

  Business Response

  Date: 10/03/2024

  We have made several attempts to reach out to the customer by email and phone with no response.  Video that the customer has requested have been resent to both email addresses that we currently have on file.  We will continue to reach out but without contact from the customer, we are having trouble coming to an agreement.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/15 we had Roto Rooter come out to fix some bathroom back up issues and we had a small leak in the kitchen. When they left we had 3 more wet spots on the Kitchen ceiling, we thought they fixed it but one week later on 9/21 our toilets backed up again and they came out on 9/22 they kept snaking the toilets and my husband kept telling them it was the wrong toilet and that he was hitting the sinks in the other bathroom. He finally "fixed the problem" we had more water on the ceiling again. Then on 9/24 we had both toilets they worked on leaking everywhere we had our kitchen flooded with water. Roto Rooter did not reposition our toilets back correctly. We had to cut a hole in the ceiling to let the water out and we could see the pipe that was leaking that was broken by roto rooter, we know this because this pipe was never leaking prior and we never had an leaking issues. We now have had to call a different plumber that will cost us almost 3000.00 to fix the problem they created and we paid 934.00 dollars for them to make the problem worse and they refuse to give us our money back.

  Business Response

  Date: 09/27/2024

  Customer called Roto- Rooter with pre existing  issues. When customer called Roto-Rooter she expressed Kitchen ceiling is wet and customer had tried to fix issue on her own before calling Roto-Rooter. 

  Customer Answer

  Date: 09/27/2024

  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:09/24/2024

  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 was hired on 6/21/2024 to do plumbing work to route our washer to the septic system vs a clay drain. The drain had failed and needed to be adverted. Roto Rooter took it upon them selves to send out a high pressure salesman to request our home owners policy for water mitigation, which is something we did not request, as there was moisture in the basement. I was assured that there was nothing to worry about as I had the correct water damage insurance with **********. Long story short, the invoice was egregious, included many items such as "cleaning water heater" which we do not even own. I'd be happy to challenge this invoice bullet point by bullet point and provide pictures and proof of what was done from the insurance agency. RR offered no payment plans other than a credit card that is out of scope. Their business practices boarder on the edge of bullying and are predatory in nature. I would NOT recommend ANYONE engage with them for water mitigation. This has been an absolute nightmare.

  Business Response

  Date: 09/25/2024

  On 6/11/2024 Mr ******* hired Roto Rooter to perform Category 3 (sewage) clean up from a backed up floor drain.  The scope of work, and cost to perform that work was given to him.  He accepted the offer and signed the agreement authorizing us to perform the service.  The price proposed was $4,000 to $9,000.  A claim was filed with ********** insurance.  We completed the job, within the proposed price range (total of $5002.80).  A bill was sent to the insurance company.  ********** sent him a check for $4028.34.  He kept $1028.34 of those funds (meant to pay Roto Rooter) and paid us $3000.00 in total.  This leaves a balance due of $2002.80 plus collection fees.  

  He stated in his complaint that he does not own a water heater.  There are pictures of us cleaning his Navient tankless water heater in the enclosed file.  He stated he feels our pricing is egregious.  We do not determine the prices, the insurance industry sets those.  We simply perform the work, photo document each step of the process (again see attached file) and enter it into the Xactimate system which produces the final price for the customer.  Those prices are standard for every vendor that performs water mitigation.  The customer states he would be happy to challenge the invoice.  We have photo proof of everything we did at the home. When the work was completed, Mr. ******* signed the certificate of satisfaction stating the work was performed properly, and the price agreed to.  It is all accounted for in the attached file.

  We expect to be paid for the work we performed for Mr ******* and we will not be adjusting the amount we will collect.

• Initial Complaint

  Date:09/24/2024

  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.

  State farm cannot pay out my home owners claim because roto rooter will not provide a breakdown of costs of the excavation due to water damage. A broken pipe under the kitchen concrete floor.

  Business Response

  Date: 09/25/2024

  A**** M*****, Excavation Manager tried to reach out to the Customer. We will provide whatever information he is looking for, as much as we have to provide.  We did supply the original documentation showing what we would be doing.

• Initial Complaint

  Date:09/23/2024

  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.

  Date /ammountof transaction:
  September 9, 2024: 5886.41$ before the starting of the job
  September 10, 2024: 5586.41$ as soon as they finished the job (12:30 PM)
  
  The business committed to provide:
  A copy of itemized, paid invoice
  Permit or inspection report
  Photos of work performed
  
  Nature of the dispute:
  Our insurance is requesting the above information so that we can complete the claim. we agree to the work only if this documentation was provided to us and Mr.R**** E***** per Roto-Rootes told us they do this all the time. We contacted them several time, by phone, sms and emails. Every they there is an excuse telling us by the end of they day you will receive it, but we are still waiting.
  
  The business looks reticent. They give us excuses. They lie that they send the documents at the end of the day.
  
  We hope to receive:
  A copy of itemized, paid invoice
  Permit or inspection report

  Business Response

  Date: 09/23/2024

  customer had not been contacting the branch office as the office does not have sms capability.  The customer was sent, today, the requested itemized invoice via email and a second email with pics of the work along with the following link to view their paperwork.  

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

   

   

   

  Business Response

  Date: 12/13/2024

  Customer is asking for the amount of feet replaced. In the proposal it states 5 feet of pipe replaced. Attached is the proposal given to the customer prior to start of work.   This information is all RRSC has that we are able to provide.  We price all of our jobs based on cafeteria style pricing and do not have break downs for number of people, hours, etc.  According to our pricing if one or 10 employees worked for 1 or 40 hours the price would stay the same.  This is cafeteria style pricing.  Price, labor, parts, and tax breakdown has already been sent to customer.  Scope of work has been provided prior to job start and again here.  I hope this info resolves the question. 

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I do not accept this response because we said since the first request that we were working with our insurance. Mr. R****, RotoRooter person, told us that was ok. Mr. R**** spoke with our insurance (the insurance has the entire registration of the call) and they told him the paperwork needed included a breakdown of the costs. Mr. R**** at that time should have told that RotoRooter could not provide it, instead he said he was going to provide all of the paperwork needed. I have copy of sms sent to by by Mr. R**** as another proof. Mr. R**** is not an honest person and he represented RotoRooter at that time. He should have told us to call someone else after the 500$ we paid already for the first call. Considering that Mr.R**** represented RotoRooter, RotoRooter needs to honor what Mr.R**** promised: a detailed itimized invoice. 
  

  How many time do we need to tell the same story? A RotoRooter representative did a mistake ( only because he was hungry of money) and RotoRooter now needs to resolve the issue. If they cannot, they need to lower the invoice considering that the job was a 3 hours job and not a 40 hours job. This is ridiculous. It was NOT OUR MITSKE but Mr. R**** mistake not being honest that cost us more that 12000$! If a big company like RotoRooter cannot provide breakdown of costs, they need to hire at least someone with a high school diploma. I repete myself, Mr. R**** is a salesman able to put fear in the brain of potential customers, putting them in the hurry of a signature to sign the contract. This is what he did with us. This are not honest people. If RotoRooter will not take care of us, we will go forward to their headquarters in Cincinnati, we will call the TV and put put reviews online. We are tired of this situation. Roto-Rooter have earned 12000$ but they will start loosing customers because we will start our word of mouth if they don’t collaborate in a way or in the other way. 

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

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  
  
  
  
  Regards,
  
  
  
  ***** ******
  
  

• Initial Complaint

  Date:09/22/2024

  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 July 31, 2024, I put in a quote for Rotor Rooter to unclog a main drain after seeing a promotion they offered of save $100 on main drain cleaning. Later that night I was emailed that a service tech R**** D would be at my house. The service tech preformed the service and cleared the clog, then tell us he needs to call R*** that had a camera as I was told he checks R**** D’s work and is a complementary service.
  
  R*** showed up, uses the camera and tells us that we need to replace a pipe in our yard, or the basement will be filled with raw sewage tomorrow. He tells us we need to do a loan for $10,853 to complete this service. The wife and I feel pressured so, we sign with no other choice. We are struggling new homeowners with two kids and I’m also a full-time college student.
  
  My wife and I spend the night removing our landscaping, arborvitae, and flower bed as they said they don’t do that, and they will destroy it digging. The next day one young kid shows up and spends 3 hours to replace one 5-foot pipe then covers it up. The kid dropped a rock off the excavator fully raised into the air, it lands in the street. (Good thing no car was coming on our main road) Loading the excavator he turns around in my neighbor’s yard tearing up the lawn, my lawn got torn up as well, they left uneven surface on the refill, destroyed my sidewall to my driveway, and left. Whole job took less than 4 hours.. for $10,853 and one 5-foot pipe..
  
  R*** returns with the camera. He says it needs further work, it’s going to cost 30,000. That if we don’t replace the pipe, (30,000) when we sell the house no one will buy it, that we must do the job. I already feel disgusted over the first 10,853 but nothing I could do, but tell him no on additional work.
  
  My wife and I spent the next two days fixing landscaping and basement.
  We were taken advantage of, manipulated and overcharged for this service and deceived by R*** who said it must be done immediately and gave us no other choice.

  Business Response

  Date: 09/23/2024

  Hello,

  All our main drain service includes scoping the drain to ensure there are not problems in the piping causing blockages. The initial problem that was found was a house trap that we could not pass our camera through. We quoted the customer a price to remove the house trap, which he agreed to, in writing (attached). Once the house trap was removed, we were able to scope the rest of the drain and recommended that all of the drain be replaced. The house is an old house and the drain is probably original to the house. We were up front with everything and the customer was not required to use us but chose not to get other quotes and use our services. 

  We take customer concerns seriously. I am not aware that they attempted to contact us prior to contacting BBB.

  Thank you

  J** D******

  General Manager, Roto-Rooter Services

  Business Response

  Date: 10/22/2024

  We wish to reiterate the previous offer of $2500 to the customer.

  Customer Answer

  Date: 11/06/2024

  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.

  
  

  
  

  6,500 profit is a 185% markup, plus 2,500 would make it a 66% markup. That is still outrageous that Rotor Rooter did 0 percent of the work, lied to me, used deceptive business practices giving me no alternative and ultimately making us feel forced to sign for a loan on the spot or in your employees words “Your basement will be flooded tomorrow if you wait.”
  
  
  I’ll settle with Rotor Rooter making a 10% markup, that’s a total cost to me of 4,409
  
  
  3500 to the contractor that did the work
  909 to Rotor Rooter 
  
  
  5,591 is what I am seeking returned to me
  
  
  
  
  Regards,
  
  
  
  **** *****
  
  

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially contacted the company to repair an issue with a rental property on 9/2/24 and stated project would be worked on an completed that week, 3-5 days of work. They came out 9/3/2024 and started the project after i submitted half the total cost $5,175.36 9/3/2024 they contacted me after showing up to the project and quoted me an additional issue to address and collected an additional $2,500 - half the cost of the add-on problem. They re-assured me they would never leave the project being 'not functional'.
  I had to contact them 1 week later after as they never returned to the project after day one. They never called saying they were not coming back the next day (as they stated this would be a back to back project completion until completed). At this time, I also complained that they did not contact me to say they were going to be delaying the project for any reason. They returned to the project the next day after I called to complain of incomplete work.
  It has now been 2 weeks with only presenting 2 days for work. Project is not complete. Tenant cannot complete laundry at facility still. Additionally, after the second day they worked, left the utility lights on and tracked mud and loose dirt/debris up the basement steps and throughout the tenant's main floor. Tenant is now expending extra funds to source laundry and was inconvenienced to clean up after the crew's second day.

  Business Response

  Date: 09/19/2024

  Please provide me the full service address, including
  the zip code, so that I can look into this issue as soon as possible.
  
  Thank you,
  Pat S******
  Customer Satisfaction Manager

• Initial Complaint

  Date:09/17/2024

  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 have attached a copy of the letter I sent to Roto-Rooter on the same date. They came out on September 1st charged almost $600 and did not fix the leak upon calling them again they said they would charge another $500 just to find another leak cuz there could be more than one apparently and then it would cost a couple hundred dollars more to fix it I do not feel like that is fair considering they did not fix the leak to begin with and my water bill proves that

  Business Response

  Date: 09/19/2024

  I have reached out to this customer a few times and left a few messages 

  Customer Answer

  Date: 09/20/2024

  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 have not received any communication from Roto-Rooter.  They did send out an employee but he wanted an additional $500 to find the "other" leak and a couple more hundred to fix it.   I advised that given that they allegedly fixed a leak on September 1, 2024 that had no effect on the amount of water being used which clearly no leak was fixed.  I need something done ASAP.   I just want them to fix the leak and compensate me for the water I have been charged for since if they would have fixed it to begin with my bill usually runs 35$ a month not the approximate 200$ in 2 months.
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 09/30/2024

  The customer had a visible leak that the tech saw in the crawlspace and the tech made the repair for the quoted flat rate price.  Unfortunately due to the line being older galvanized pipe there seems to be other leaks possibly underground, a field supervisor was sent out to evaluate and quote.   I am sorry that the repair to the existing leak did not fix the overall problem and so we are happy to refund $250 to help with the high water bill, but we would only be able to dig and replace the entire water line for the quote that was given. 

  Customer Answer

  Date: 10/12/2024

  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.
  When they initially came out I advised them that I thought that it may be leaking where it was coming into my home. At no time did no one from Roto-Rooter get up underneath my house and look at anything. The only thing they did was look through the vent and made a educated guess is the best words I can come up with. I advise them that I had my hot water heater replaced about 2 months prior to them coming out. That is the only reason why they charged almost $600 to put a $20 piece that was not even needed. A refund will not help me at all because it was paid for by my brother who is in *******. So that will not help my water at all. When Roto-Rooter was hired they were hired to come out and fix the leak. I still have the same leak I had prior to them coming out same amount of water is going out is not changed it's not increased is not decreased. The only thing they did is go on what I said and have another guy come in 30 minute patch job that wasn't even necessary and charge $600 for it I expect when I hire something someone to come and fix a problem I have I expect for them to do that and in this case they did not and I'm not willing to let them off the hook with $250 credit to my brother in *******? No someone needs to come out here and fix what they were hired to do. Thank you I will look forward to hearing from you soon.
  Regards,
  
  
  
  ***** *****
  

  Business Response

  Date: 10/22/2024

  the tech looked thru the vent seeing the leak that is pictured in this complaint.  The obvious leak was quoted and fixed as this was a leak on the system that was likely and reasonable the cause of the high bill.  When a job is quoted it is not in a way that a company says "we will fix all the problems", an example would be if you took your car in for a rattle and they fixed the rattle but then you hear another sound there would be another price to fix that issue also.  I hope this makes sense and our previous response still stands.   I would however suggest that the customer verify they still have a leak, the water bill does not normally come in real time and the next bill would possibly reflect the repair that was made and be lower I would hope.  The offer to refund the $250 still stands as a courtesy but please note that the price that was charged is within our flat rate price matrix and would not cover any additional work.