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

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter Plumbing & Water Cleanup

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

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  1060 Cambridge Sq STE D Alpharetta, GA 30009

• 

  Roto-Rooter

  922 W US Highway 30 Schererville, IN 46375-1551

  

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:05/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/15/25 Paid roto rooter $491 to clear the lateral line. After line was cleared a camera inspection was done 2 hours later by roto rooter shows areas of "massive root blockage" at 35' and 42'. They poked a hole in the root blockage but didn't clean any roots out of lateral. I had another plumbing company out who actually pulled all the roots out of the lateral line.

  Business Response

  Date: 05/29/2025

  I spoke to the customer, explained that we do not guarantee to get roots out of the line, we guarantee to get a line open and flowing. I also explained that she has a 30 day warranty. She was upset that we did not give her a copy of the video of the line, I told her we do a complimentary inspection, if they want a copy there is a cost associated with it.  

  Customer Answer

  Date: 06/03/2025

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

   

  The employee that contacted me was rude and insisted that roto rooter does not "clean" lines they only "open" lines so the fact that the line still had roots after they finished was acceptable since it was "open" and thats what $491 gets. Their website states many times they are a drain "cleaning" service company. He offered to refund my credit card $100 which as of today they have not done. 

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

  Business Response

  Date: 06/04/2025

  Willing to offer a refund of $200.00, will no longer guarantee the line. I explained that we DO NOT guarantee to get roots out of a line, we guaranteed to get the line open, her line was open and flowing. If would have backed up, we would have cleaned the line out. 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Roto-Rooter for a sewage/plumbing issue. Matt who came out and seen the issue, originally said the pipe in the front lawn was collapsed and it would be 6500. After he left, he called about 5minutes later and said he made a mistake after reviewing his work. He said the front lawn pipe was abandoned, that's why he couldn't see a pipe. I didnt know any better, im not a plumber which is why I called them. He changed the order to dig up the driveway instead. The problem stopped for about two days. I called back, and he sent another plumber out which he came a little later as well. He said exact words "Wow, come to find out this was the issue and its not an abandoned pipe". The problem is still happening and has gotten worse! The company thinks I need to pay more, but the issue was never fixed.

  Business Response

  Date: 06/09/2025

  The new EXC MGR has reached out to the customer to listen to her concerns and address them. We will have a resolution soon.

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have requested a plumber report to send to our mortgage Insurance adjuster which is ****** ****** ###-###-#### #phone . We have requested that for at least 10 times. Since April 28,2025. The demolition has not been yet approved due to that Delay.we have water damage in 3 areas of our home . We can’t get our belongings which includes our washer/dryer and dinning room items. Adjuster has also requested plumbing report with no response from rotor rooter. This problem has stopped all progression. I am disabled and Husband has blood clots in legs and lungs. His name is ***** ******* and is a military veteran of 20 years Airforce. Thank for your help.

  Business Response

  Date: 06/13/2025

  Management team reached out customer, and while trying to address concerns over the phone, the costumer hung up on management team. When called back, customer informed Production Manager that he would be proceeding through legal channels.

• Initial Complaint

  Date:05/23/2025

  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 called them out because I had a bad leaky faucet that had to be replaced on the side of my house and an underground leak in the backyard. On the invoice the rep, the rep wrote a house, no leaks and water pressure high. He said landscapers should be doing this. It still leaks and have someone else coming out to to the work. He refused to quote the rest of the job.
  
  
  I would like to get a refund on work that was not completed correctly.

  Business Response

  Date: 05/28/2025

  Spoke to customer, offered to send out different plumber since she was not satisfied with the original plumber. Explained to her that we do not take care of the yard leak she is experiencing, she said she will call back if the hose bib is leaking. 

• Initial Complaint

  Date:05/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/21/2025 I called Roto-Rooter in ******* ** about a plumbing problem with my small commercial business located in ******* **. I was told on the phone that there was no charge to diagnose the problem and Rooter-Rooter would provide me with a free estimate for repair.
  The Rooter-Rooter technician went to the site same day and gave me 3 different price quotes for repairs/procedures to either fix the problem or yield more information on what would be required for the repair.
  It wasn't until I told the tech that I wasn't ready to proceed at this time that he said I owed them $265 for his time. I told him about the free estimates I was told about (as well as posted on their website) but he wanted the payment - which I paid.
  I feel I was mislead by the company and that they should honor their policy of free estimates and refund the money.
  They should have advised me from the onset that there may be a charge if the diagnosis took extra time but they didn't. I was only told I owed them $265 after I declined to proceed with any repairs on the same day the technician was on-site.

  Business Response

  Date: 06/03/2025

  Please be advised that the local Roto-Rooter office in ****** is working directly with the customer.  They have been in contact with them to resolve this issue.  

  Customer Answer

  Date: 06/05/2025

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

  
  

  I spoke with Angelo on 5/29/2025 (I believe he is with the local Roto Rooter) and told him I would like a full refund of $260.00 to resolve this issue. I have not heard back from Roto Rooter since this phone conversation and am waiting for their response.

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

  Business Response

  Date: 06/12/2025

  
  With regard to this complaint, Roto-Rooter has issued the customer a refund (receipt attached).  Please advise if any further action is required.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint to report a highly concerning experience I had with Roto Rooter Plumbers.
  On May 19, 2025, Roto Rooter was hired to perform a snaking job in my bathroom for a clogged toilet, for which I was charged $1,133. During this procedure, Plumber #1 arrived and informed me that he would snake my pipeline to the street and another plumber with a camera would go through the pipeline to see what is happening. After snaking the line, Plumber 1 tells me that another Plumber would be by later or the next day with the camera to remove the toilet again and send the camera through the pipes. It was not clearly communicated in the beginning that this would be 2 separate visits, nor was I informed of an option of owning the resulting camera footage. A little later the same day Plumber #2 arrives and admits that their first Plumber damaged a backflow valve in the process of conducting the work earlier that day. Instead of taking responsibility and offering to fix the damage they caused, the 2nd plumber informed me that it would cost an additional $4,000 to dig up the bathroom floor, access, and repair the valve they broke. Shockingly, they later revised this estimate and increased the cost to $5,000.
  In addition, the plumber used a camera to inspect the pipes leading to the city line and claimed that we had a “belly” in the piping. This diagnosis came with a staggering estimate of $10,000 for further repairs. He also mentions if we don't choose them to do the work we could purchase the footage (no price given) After Plumber number 2 leaves, I called to ask a pricing question, which was when the initial $4000 quote rose to $5000 and I was also told that footage is usually included in that $1133 snake job that I had done when the plumber is still at the home, but since they had already left it would cost $500 if I wanted the footage.

  Business Response

  Date: 05/22/2025

  In the matter concerning the buried backflow preventor at
  the property.  As part of our service, it
  was discovered that the backflow preventer was not visible or accessible due to
  it being buried underground. This condition poses limitations to our ability to
  safely access, inspect, or service the device.
  
  Per the signed Hold Harmless Agreement, our responsibility is limited in
  situations where preexisting conditions- such as inaccessible or improperly
  installed equipment- prevent us from preforming our work without potential
  damage or liability. The agreement specifically states that we are not liable
  for issues arising from installations or conditions that fall outside of code
  compliance or standard service accessibility.
  
  In this case, the buried backflow preventer falls under that category. Because it
  is not visible or accessible without excavation, any work done around it would
  carry risk that we cannot assume.   
  

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto Rooter sent employees under the influence to preform work on my property.
  
  Water Mitigation team was suppose to check-on equipment daily, after 3 days, of no checks came to remove the equipment. Manager, William F*******, confirmed that his team did not have the ability to pick up the equipment sooner, and charged us for his team's inability to have a truck available to pick up the equipment. Running up the bill.
  
  Preformed duplicative work to run up the insurance bill and billed incorrect amounts.
  
  Roto Rooter sent invoice and images of services provided for another property, and despite acknowledging over email, submitted an fraudulent invoice to ********* insurance and is standing by their invoice (despite written confirmation it was fraud). Confirmed by Heather D*****, William F*******, and Samantha R*******.
  
  Roto Rooter will not in good-faith accept payment for services provided, and are now falsely claiming that negotiation done with insurance was completed. Despite insurance direct confirmation that the process has not been completed.
  
  Roto Rooter forged my signature on documents, not even the correct initials, and are now claiming that I am liable for the signature on date that I was not available to even have completed the signature due to work, which required me to be in another state.

  Business Response

  Date: 05/23/2025

  We spoke to the customer and have agreed to accept the amount that the insurance company is offering. He has paid his portion of his bill and we are still working with his insurance company for to collect the remainder of his bill. 

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted Roto Rooter to repair a burst water pipe under my kitchen sink ($630). They told me that my drainage pipe (that was fine) needs to be replaced, I told them (Rob and another plumber) numerous times that I couldn't afford the drainage pipe. They (Rob and the other plumber) put a new drainage pipe on my sink anyway. Cost me $1228.31. My only income is Social Security (SSD), their scamming me cost me my entire check. I've been struggling financially since.
  When I called Roto Rooter about them (Rob and another plumber) putting a pipe on that I told them not to, they told me "You shouldn't have paid for it".
  How am I supposed to tell 3 separate men that I felt intimidated with, (it's only me), "I'm not paying for it" when they forced it upon me anyway.
  After they (Rob and another plumber) installed the drainage pipe I told them not to install, it was clogged with cardboard from the pipes packaging. Rob told me that they had to snake the NEW pipe for $500!!! Scamming me again. Half a bottle of ****** ******* did the job.

  Business Response

  Date: 05/21/2025

  We sent out a tech in january to resolve the reason for the customers plumbing issue. Customer signed on the invoice to authorize the work being done, after stating the leak was still present we sent out another tech to further inspect the issue and found that no other leak was present. Then customer called back a few months after the fact complaining about the price but never complained about the service she was provided. All pricing is given and verified to the customer prior to authorizing the work which ensures that the customers understand and agree to the price they are paying for the service provided.

  Customer Answer

  Date: 06/23/2025

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

  
  

  
  

  Complaint # ******** 
  
  Dear Ms. Shackelford,
  
  I have these photos of my scratched, dented, damaged sink and counter backsplash created by Roto Rooter (flowers are waterproof tape).  Big dented holes left "for her to deal with" (quote Roto Rooter employee Rob) and I attached their invoice, not sure if I sent it to the Better Business Bureau.
  
  Please add these photos to my complaint.  If my complaint was closed before I had a chance to supply the photos and invoice could you please direct me to someone who can help me, I never had your correct email.
  
  
  Sincerely,
  ******* ******** 
  ###-###-####
  
  
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 06/24/2025

  Prior conversation between management and the customer was established where the customer claimed that the service she received by the same plumber she mentioned was good but the price although agreed upon prior to the technician beginning the work was too high and she still had a leak from the pipe. We sent out the same technician to service the leak under the given guarantee. Customer wanted a refund for the service after the guarantee was honored and never mentioned anything about damages caused by the technician and actually commended the service she received by the same technician. Once the customer was informed that a refund would not be issued then she began this claim of damage left for her to deal with. Customer had signed the invoice and paid for the service and at the time a manager had reached out to discuss the service she had never disclosed any information regarding any damages or even that the leak was still coninuing.

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we hired them to fix are bathroom plumbing, they broke are bathroom sink and outside dryer. We not have toilet to use for days on end so I gave them a 60 dollar tip to get one installed that day. Not knowing what was broken. And was some of my grocerie food money. You can ask them. And I am stuck doing the repairs myself. And I am on sis and only get about a grand a month.

  Business Response

  Date: 05/18/2025

  We don't show that we have ever serviced this address. Please verify the correct address or provide an invoice number so I can look into this.

  Thank you,
  Pat S******
  Customer Satisfaction Manager

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Basement flooded called roto rooter to come snake the drain remove water I was at work when they came. When I got home the water was gone, but the next day it rained again and the drain they supposedly snake began pouring water back out of it again. I had to rent a snake and snake the drain myself. Since I snaked my drain I have had no further problems with said drain. I don’t believe they snaked the drain. The enclosed bill I am disputing due to my having to rent a snake and perform the job they were hired to do.

  Business Response

  Date: 05/14/2025

  Spoke to *** and we are refunding half of the $615.00 which is $307.50