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

  87 Carando Dr Springfield, MA 01104

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

• 

  Roto-Rooter Plumbing & Water Cleanup

  1060 Cambridge Sq STE D Alpharetta, GA 30009

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:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent an inexperienced tech to an after hours emergency leak in my attic. He didn't know what he was doing and stepped through my ceiling. The following week I did speak to you he tech and to management who asked me to get an estimate and agreed to send a check for the damages. Since then no one will return my calls or texts.

  Business Response

  Date: 08/29/2024

  We have been working with complainant since the date of the incident.  Informed client right away we would take care of repair costs once estimate was received.  Client sent over repair estimate details and we agreed to issue refund for those costs.  Issued refund check last week for damages.  Client is upset because extra compensation was not provided after we agreed on the repair cost.  Refund has been received for those agreed upon repairs.

  Customer Answer

  Date: 08/29/2024

  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 do no appreciate their lies, they have not been working with me this whole time. They wouldn't return calls or emails or send a check until I filed complaints. I did not ask for additional compensation just acknowledgement that it's ridiculous that I, the consumer, had to spend this much time just to get them to  respond and compensate for their damages!!

  This complaint needs to stay on record so other consumers know to beware!

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

  Business Response

  Date: 10/08/2024

  Yes, $450 was refunded on August 29, 2024. This matter is considered closed.

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

  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.
  
  
  Regards,
  
  
  
  ****** *******

   

  As I stated before the length of poor customer service shown by this company needs to be documented and their lies. I shouldn't have had to do this much work just to get them to reimburse for damage that they caused. 

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fraudulant video footage of piping. Failed to provide services charged for. The service took less than 5 minutes and I was charged over $1,000.00. The tech that came out stated he was going to check all the cleanouts outside and the roof vent. He looked in one cleanout and told me my main line was broken in multiple areas which is causing the back up into our home. He did not check any other clean out or the roof vent. He than came back with an estimate of over $11,000.00 to fix the "supposed" main line breaks. After having another plumber come out we were told that there was no way the he provided the said service as he could not get to where he informed me the clog was at by the cleanout he viewed it from. He also showed me a video which I am convinced is fake as we took the entire main line out on Saturday due to his report and there was no broken cast iron pipe at all in our ground. I called corporate and have yet to receive a return call regarding this service call and the exorbanant amount they charged. This is price guaging and the tech was infact trying to scare us into having this $11,000.00 line repair done because he claimed that he would be back out charging us another $1,000.00 in a day because the line will clog again. This is the same scam technique that was used in ********* and a class action lawsuit was filed against the company.

  Business Response

  Date: 08/30/2024

  Our excavation manager spoke with the customer and thoroughly explained the services. The customer understood and is now satisfied after the explanation.

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called Go the contractor at ###-###-#### with Roto Rooter for outside drain clog which starts a flood in the house. He could not unclog the drain and did not clean the residue along with leaving the drain uncovered. Go promised the $812 payed was for a warranty and no other fees would be charged. I made a complaint to Royo Rooter and they want to only clean the drain not unclog the drain. I want a full refund because they could not address the problem. They sent another contractor Anthony that sent a proposal which I did want to accept holding Roto Rooter harmless. This was a bad deal and I would like a refund with the proposal asking for $1300.

  Business Response

  Date: 08/20/2024

  Dear *** *****,
  After reviewing your service on 8/18/24 we will be sending
  your check back to you for the total amount paid of $812. Our technicians will be turning all paperwork into the
  office on Wednesday and the check should be placed in the mail on Thursday. I’m sorry we
  we’re unable to open your outside floor drain and will note that you declined
  the excavation.
  As for the water clean-up that would be handled through our
  water restoration department and I see you declined that service on 8/18/24.

  Roto-Rooter

  Customer Answer

  Date: 08/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:08/13/2024

  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.

  I hired Roto Rooter to unclog a pipe at my house. While they were performing services, the technician poked a hole in the pipe which caused extensive raw sewage and water to pour into my home. This was obvious while the technician was still at my house. Roto-Rooter subsequently admitted responsibility and fault (during a recorded conversation) but now is denying liability and refusing to pay for any of the clean up or damages to my home. Roto Rooter is now acting in a fraudulent and deceptive manner in an effort to save money and not stand behind their services. Roto-Rooter's conduct is both shocking and unacceptable. They came into my home to perform routine services, caused damage to my pipe which then resulted in sewage and water invading my home. They are leaving me high and dry and refusing to do anything. One of the people I have dealt with is Marcus B******. They cannot be trusted. They caused major damage to my home and are trying to run away from responsibility. No Roto-Rooter office should be allowed to ever get away with this.

  Business Response

  Date: 08/15/2024

  *** ****** - contacted us for a backed up bathroom sink on 6/19/2024. Upon arrival the technician ran his niard cable through the bathroom sink and customer has soft copper sanitary pipes. Soft copper sanitary pipes are very brittle and often times break. The technician quickly stated there was an issue and as a result we sent a plumber and repaired a cracked section of the soft copper pipe. In addition we sent water mitigation team in to dry up the +/- half gallon gray water, not raw sewage, that leaked into the wall cavity space. All water was cleaned up and the space was quickly dried. *** ****** felt at that time that we should replace the bathroom and then felt we should replace the entre flooring in his home. Water Mitigation Manager Marcus B****** met with *** ****** and performed documented moisture reading through out the wall cavity and all flooring. Those test provided dry readings on all areas tested, and there was no buckling or warping of the flooring. *** ****** was still not satisfied, at that time, we turned this over to Risk Management and ******** claims. 

  *** ****** signed a hold harmless when work began. Despite the fact that the customer has old soft copper piping we made a full repair at no charge to the customer and provided water remediation services at no charge to the customer. At this time this is a matter between *** ******, Risk Management and ********. 

  Thank you,

  Mike J****** 

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined it does not in any way resolve my complaint.  

  (1) The response contains many false statements. For example, I have a recorded statement from a Roto-Rooter employee that my pipe was NOT "brittle" and that it was in good condition. That recorded statement came after a portion of my wall was removed and the pipe at issue was examined. In addition, absolutely no drying efforts were taken, and no drying machines ever entered my house.   

  (2) It is impossible for Roto-Rooter to say the areas behind the wall and under my floors are completely dry (after being flooded with water) until the whole area is exposed and remediated.

  (3) My insurance company sent an analyst to the house and determined the damage at issue was 100% caused by Roto-Rooter's negligence.  

  (4) It takes time for floors and walls to warp and buckle. Of course, since this just recently happened, that damage is not evident yet. 

  (5) Roto-Rooter is now subjecting my house to mold if they do not quickly and fully repair all damage they caused. The damages will increase in size and cost the longer they sit back and deny liability. 

  (6) Roto-Rooter admitted fault at the time and now is trying to dodge responsibility for damages they clearly caused. The public needs to know this about the company even if that means further complaints with the ***** Attorney General and lawsuits.   

  (7) My claim is against Roto-Rooter, not its insurance company. Roto-Rooter needs to work things out with its insurance carrier - - not me. Whether or not Roto-Rooter has insurance coverage is irrelevant. They are liable for my damages with or without any alleged insurance coverage.  

  (8) The "hold harmless" Roto-Rooter is attempting to hide behind is not applicable because, among other things, it excludes its "negligence." 

  Overall, this company is a disgrace if it doesn't stand behind its work and the damage they caused in my house. I will not allow them to get away with it and the cost of damages will only grow (like mold) the longer they deny it.

  So far, Roto-Rooter has offered nothing to resolve my complaint. This matter is most definitely not resolved.   

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

  Business Response

  Date: 08/24/2024

  This is a legal matter between *** ****** and ******** and we will no longer be responding. All documentation has been provided. 

  Thank you,

  Mike 

  Customer Answer

  Date: 09/16/2024

  Better Business Bureau:
  
  
  This complaint has not been resolved. I have zero relationship with the business' insurance company. I have no dealings with that insurance company. In addition, whether or not the business has an insurance policy covering what they did to my house is irrelevant - - the business is liable to me regardless of insurance. Their employees admitted fault and yet the business keeps trying to dodge around it and get away with causing damage. Thye should stand behind damage they cause. They know they are at fault and have admitted that in a recorded conversation. 

  There is no litigation or court case relating to this matter. The business has made no offer of resolution. 

  Regards,
  

  
  
  
  ***** ******
  
  

  Business Response

  Date: 09/19/2024

  This is a legal matter between *** ****** and ******** and we will no longer be responding. All documentation has been provided. 
  Thank you,
  Ryan

• Initial Complaint

  Date:08/13/2024

  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 obtained three separate estimates on how to resolve sewage backup I was experiencing in my basement. Roto Rooter provided the cheapest estimate. Obviously I liked that, but I was skeptical. So I called them back out and shared with them the other remedies that were given to me and asked again if they were confident their remedy would resolve my issues. They ran a camera down the line a second time and then confirmed their proposed fix would work. I went with Roto Rooter. Mid job they let me know they had to use a cast iron pipe instead of a PVC (PVC was in the contract). They also left a large pipe and a rounded section of cement above the floor line that I cannot tile or do much with. The job did not accomplish its goals functionally and left my house worse off aesthetically as well.

  Business Response

  Date: 08/15/2024

  Here is a timeline of the customer: 

  12/31/2020 -  Excavation job, cut into the sidewalk and relined the sewage 32' to the exterior house trap.  This job was inspected by ********* ****** Health department and the results of the job were approved by the county inspector that it was done correctly. We relined the pipe, so we did not have to dig 32 ' and make the cosmetics of the customer house better than trying to replace that. 

  1/6/2021 - We came out a week later and Camera'd the line again. no issues. 

  1/3/2022 - Customer had a back-up in basement. We unclogged free of charge. 

  7/24/2022 - Customer had a leak behind the toilet - We fixed for $225

  1/1/2024 - Customer had a clog in basement - we charged $200 which is a $264 discount. We sent a camera out again. It was shown on the camera that the interior house trap needed replaced. A completely different issue than the 2020 job, 4 years prior. 

  3/21/2024 - Excavation job - Dug 2 feet to replace interior house trap - we ran the camera again after job and cleared. 

  We have not heard from the customer since March which is 5 months ago. I am not sure what the disconnect here is. If Customer feels the excavation job 4 years ago in 2020 did not achieve it's goal then why did the customer not mention that to us 5 times we were there or call the office to explain the views? 

  The 2 excavation jobs are separate issues. Customer had a failing sewage pipe in 2020 on the outside that we corrected. 4 years later customer had a house trap that failed. We did not replace or touch the house trap 4 years ago because there was no need to. If the original job failed, customer would have had back-ups on a regular basis and not 1 year later and then 2 later. 

  I do not see a reason for a refund. Customer has every right to contact an attorney as they stated, but due to our company policy if that route is taken. We will cease communication, and their attorney can contact our corporate attorney. 

  Business Response

  Date: 08/15/2024

  Here is a timeline of the customer: 

  12/31/2020 -  Excavation job, cut into the sidewalk and relined the sewage 32' to the exterior house trap.  This job was inspected by ********* County Health department and the results of the job were approved by the county inspector that it was done correctly. We relined the pipe, so we did not have to dig 32 ' and make the cosmetics of the customer house better than trying to replace that. 

  1/6/2021 - We came out a week later and Camera'd the line again. no issues. 

  1/3/2022 - Customer had a back-up in basement. We unclogged free of charge. 

  7/24/2022 - Customer had a leak behind the toilet - We fixed for $225

  1/1/2024 - Customer had a clog in basement - we charged $200 which is a $264 discount. We sent a camera out again. It was shown on the camera that the interior house trap needed replaced. A completely different issue than the 2020 job, 4 years prior. 

  3/21/2024 - Excavation job - Dug 2 feet to replace interior house trap - we ran the camera again after job and cleared. 

  We have not heard from the customer since March which is 5 months ago. I am not sure what the disconnect here is. If Customer feels the excavation job 4 years ago in 2020 did not achieve it's goal then why did the customer not mention that to us 5 times we were there or call the office to explain the views? 

  The 2 excavation jobs are separate issues. Customer had a failing sewage pipe in 2020 on the outside that we corrected. 4 years later customer had a house trap that failed. We did not replace or touch the house trap 4 years ago because there was no need to. If the original job failed, customer would have had back-ups on a regular basis and not 1 year later and then 2 later. 

  I do not see a reason for a refund. Customer has every right to contact an attorney as they stated, but due to our company policy if that route is taken. We will cease communication, and their attorney can contact our corporate attorney. 

  Customer Answer

  Date: 08/15/2024

  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. 

  Their Timeline is correct, but the timeline only addresses the first repair they did (which again did not fix the issue of the backups), but that was not my complaint. Although I will say I did talk to their reps onsite about why I was still having issues when they came to clear the line. Given the recent camera footage I have received showing the lining wasn't done as stated this repair too is going to be under review. 
  

  Pertaining to the repair in question, it is unreasonable to insinuate 5 months is a long time in this scenario to file a complaint. It's an underground plumbing issue. Also, there has been a credit card dispute regarding this same issue and I've spoken to management prior to that. They couldn't even produce a receipt after over a week of asking for it I gave up and have the documentation to show me asking for records. I see they threatened to cease communication, but the communication was insincere and unreliable anyway. 

  Roto Rooter never had any interest in resolving the complaint. I've spoken with them and I see the other complaints through the BBB. They've got my money and they want to hold on to it without any concern for the aftermath of their work. I can't wait to see their "corporate attorney" come to small claims court. I can afford representation as well, so that's not intimidating as it was meant to be. I've spent over $20K just with this company in plumbing  repairs in four years and it's so discouraging to be doing it again with a different company because the repairs were ineffective and have no remedy offered. Spending money suing them will at least be satisfying. I came here to make a complaint, I never really expected a resolution to be offered given my past dealings with them.

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

  Customer Answer

  Date: 08/15/2024

  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. 

  Their Timeline is correct, but the timeline only addresses the first repair they did (which again did not fix the issue of the backups), but that was not my complaint. Although I will say I did talk to their reps onsite about why I was still having issues when they came to clear the line. Given the recent camera footage I have received showing the lining wasn't done as stated this repair too is going to be under review. 
  

  Pertaining to the repair in question, it is unreasonable to insinuate 5 months is a long time in this scenario to file a complaint. It's an underground plumbing issue. Also, there has been a credit card dispute regarding this same issue and I've spoken to management prior to that. They couldn't even produce a receipt after over a week of asking for it I gave up and have the documentation to show me asking for records. I see they threatened to cease communication, but the communication was insincere and unreliable anyway. 

  Roto Rooter never had any interest in resolving the complaint. I've spoken with them and I see the other complaints through the BBB. They've got my money and they want to hold on to it without any concern for the aftermath of their work. I can't wait to see their "corporate attorney" come to small claims court. I can afford representation as well, so that's not intimidating as it was meant to be. I've spent over $20K just with this company in plumbing  repairs in four years and it's so discouraging to be doing it again with a different company because the repairs were ineffective and have no remedy offered. Spending money suing them will at least be satisfying. I came here to make a complaint, I never really expected a resolution to be offered given my past dealings with them.

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

  Business Response

  Date: 08/28/2024

  Customer has a 5 year warranty on the work. We are more than willing to come out and make corrections. Customer has refused this option. Customer has stated that he does not want was to come out and camera again to see if there is a failure.  There is only 3 solutions on this. 1. The job we did may have possibly failed and we would need to camera the line again to see what needs fixed under warranty and the customer would not be charged. Thus is the reason why we put warranties on the work.  2. The line may be failing in an area we did not touch and therefore it would be a new job and has nothing to do with what we did. That is also the reason for the camera.  3. There is nothing wrong, customer financed the job and is looking to get all the money wiped off so they do not have to pay anything. Also the reason for the camera to come out and see. I am not truly saying the customer is lying, but it throws up flags when a customer refuses to let us come out and camera. It costs $0 for that and the camera's we use are live and in real time with the customer standing there so they can see. 

  We either have to come back out and camera line to fix our mistake if we made one or the customer has to provide us proof from another company that they have a current video and proposal attached from this month. Not a video and proposal from 1 of the 3 companies back in the beginning of the year that he said he got bids from. 

  Again policy here is that if the customer chooses to go the legal route as they have a couple times. Then we will cease communication, and their attorney can contact our corporate attorney. 

  Business Response

  Date: 08/28/2024

  Customer has a 5 year warranty on the work. We are more than willing to come out and make corrections. Customer has refused this option. Customer has stated that he does not want was to come out and camera again to see if there is a failure.  There is only 3 solutions on this. 1. The job we did may have possibly failed and we would need to camera the line again to see what needs fixed under warranty and the customer would not be charged. Thus is the reason why we put warranties on the work.  2. The line may be failing in an area we did not touch and therefore it would be a new job and has nothing to do with what we did. That is also the reason for the camera.  3. There is nothing wrong, customer financed the job and is looking to get all the money wiped off so they do not have to pay anything. Also the reason for the camera to come out and see. I am not truly saying the customer is lying, but it throws up flags when a customer refuses to let us come out and camera. It costs $0 for that and the camera's we use are live and in real time with the customer standing there so they can see. 

  We either have to come back out and camera line to fix our mistake if we made one or the customer has to provide us proof from another company that they have a current video and proposal attached from this month. Not a video and proposal from 1 of the 3 companies back in the beginning of the year that he said he got bids from. 

  Again policy here is that if the customer chooses to go the legal route as they have a couple times. Then we will cease communication, and their attorney can contact our corporate attorney. 

• Initial Complaint

  Date:08/07/2024

  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.

  On 6/1 I had a pipe bust in my basement wall. Roto rooter was contacted and paid 700.00 for the plumber to fix my pipe. They then started the water mitigation process where they contacted my insurance company, ***** ****. They agreed on a price and amount of days that would be covered for work. My insurance company estimated 6,893.11 for water mitigation services.
  While doing this mold was discovered and they asked if I wanted them to treat the mold. Ultimately I told them my insurance did not cover mold and I didn’t want them to do any work outside what insurance would pay. I wanted to get estimates from other companies for mold removal.
  
  
  The supervisor, Harmony, advised they would do the mold removal and bill under something other than mold services because it’s more of a “hassle” because they would have to bring in an environmental specialist.
  I signed the mold contract to do the mold removal as they promised it wouldn’t be billed as such.
  
  I then receive a 17k bill for mold and water mitigation and the supervisor I spoke to agreed he did tell me that, but they ended up doing more work then they expected needed so had to bill me for the mold. I told him he should have spoken to me about the extra charges before performing the work. He said that is why you signed the mold contact and I advised him yes, only because you said it wouldn’t be billed for they knew I did not want anything my insurance wouldn’t cover.
  
  I been waiting for a supervisor “nick” to contact me regards this and cannot get an answer from Anyone. Accept to call me and say if I don’t pay they’re gonna put a lean on my house.
  
  They also worked past the dry out days they agreed to with ***** ****. And now ***** **** won’t pay and their advising I need to.
  
  I paid them the amount that insurance told
  Me to. But now have a 11k bill remaining for work I didn’t approve nor did my insurance when they knew the covered amount and days that were acceptable.

  Business Response

  Date: 08/08/2024

  Our records
  indicate that *** ******* contacted us on May 31st at approximately 11:15 PM
  regarding a burst pipe and the potential need to turn off the water. Our
  plumbing department repaired the broken pipe, which resulted in water damage to
  the structure.
  On June 1st, our field
  supervisor, Dave K****, arrived onsite and offered water damage mitigation
  services. At that time, a small amount of mold (less than 10 square feet) was
  visible, which did not significantly alter the project scope based on the initial
  assessment.
  On June 4th, Harmony
  Waitukaitis visited the site. The scope of work remained unchanged as
  demolition could not proceed until asbestos test results were received on June
  5th. On June 6th, during the demolition, we discovered that the mold growth was
  more extensive than initially anticipated due to the construction method
  (gypsum board over paneling), which allowed hidden microbial growth.
  Our crew immediately
  informed all parties of this discovery. On June 12th, Dave K**** met with *** *******, who signed paperwork acknowledging the substantial mold growth. We
  also have a signed Mold Remediation Supplement retaining us for mold-related services.
  *** ******* referenced a
  conversation with *** *********** on June 4th, where he indicated that the mold
  appeared minimal and could be addressed with minor drywall removal. He also
  explained that a definitive assessment would only be possible after receiving
  the asbestos results on June 5th.
  Regarding *** *******’
  statement about not being billed for mold, we believe this refers to a call on
  July 24th. During this call, *** *********** sought clarification on what was
  discussed when *** ******* signed the mold remediation paperwork. The discovery
  of the additional mold was discussed, the change of scope to address the mold
  removal was discussed and agreed upon by the homeowner.
  We do not “agree
  to” dry out days with an insurance company. 
  We do not get estimates from insurance companies to mitigate water
  damage.  We provide the estimates before
  the work begins.  That is not how this
  business works.  We dry the property
  until it reaches standard level.  That
  time frame varies by the type of material, and the moisture content.  That statement is completely false. 
  We provided a
  scope of work, along with the price range to complete the items on the
  scope.  That was agreed to, and signed by
  *** *******.  Roto Rooter submits the
  bill to ***** **** as a courtesy, but if they fail to pay for the work the
  homeowner is responsible for payment. 
  That is all clearly stated in the signed paperwork. 
  Please review
  all the attached paperwork associated with the project.  Everything we charged for is documented with
  photographs.  We performed the work to
  industry standards, and we expect to be paid for it.
  No adjustment
  in the bill will be made.  Roto Rooter
  will be placing a lien on the home, to secure our interest in the unpaid debt
  owed my *** *******.  The lien will be
  removed once Roto Rooter is paid in full for our services.    

• Initial Complaint

  Date:08/07/2024

  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.

  May 30, I called Roto Rooter for water leak in master bedroom at 10am. Technician J****** arrived. He told me the issue of the leak and stated the cost of 762.00. He could not offer the warranty for the work unless I fixed the leak from the outside pipe which was downed. Technician, J***** arrived the same day at 3pm and showed me the problem and stated the price for repair at 3600.00. I applied for the Roto Rooter credit card and was approved for 5K. The work was completed, and I made the payment. Another technician D**** W******* arrived and stated he would work with my insurance for the clean-up. He stated he would make the house look like new. No prices were ever given to me for this service. I was starting to get a little confused and I told D**** my concerns and he assured me it would be processed by my insurance. He said they HAD to test for asbestos. I was never told the results of the test. 7 days later a contractor named G**** contact me on June 5 to tell me my house tested positive and gave me a quote of 10K to do the water restoration repair. He said it was a separate invoice. I became really confused. He said he was not tied to roto rooter, and they were going to charge my insurance separate for his services. I told him I was never given a price, and no repairs had been completed. D**** had never contacted me with any prices. G**** then texted me he had called the Roto Rooter office, and they told him they had charged my insurance 5852.42. Roto Rooter never reached out to me. J**** M***** then began calling me June 15 to demand payment. My insurance sent me 5K. I used it to pay the repairs which I was charged totaling almost 5K. My house still has ripped up carpet. Holes in the wall from where they tested for asbestos. J**** has been threatening me for payment. I asked if a manager could call me to explain these charges. No one from management has called me to date.

  Business Response

  Date: 08/10/2024

  Thank you for contacting us, and I apologize for any confusion you've experienced.
  
  To clarify:
  
  Asbestos Testing and Abatement: Your home tested positive for asbestos, which changed the nature of our work. We conduct these tests for safety reasons and, as we’re not licensed for asbestos abatement, we can only dry in place. The contractor who contacted you operates separately from Roto-Rooter and provided a quote for the necessary asbestos-related services.
  
  Pricing and Charges: The price range for our work is listed on the first page of your contract. Any costs exceeding this would have required a signed change order. I apologize if there was any miscommunication.
  
  Insurance Payment: The $5,000 insurance check you received was to assist in compensated the Water Restoration work we completed. This amount is still due to us.
  
  I attempted to contact you and left a voicemail. Please feel free to reach out to me to discuss further.
  
  Best regards,
  
  D*****, Water Restoration Manager, *******

• Initial Complaint

  Date:08/06/2024

  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.

  July 31 2024. My wife noticed a backup with the toilet when the Washing machine was draining, After a telephone consultation with aplumber, I determined thwe problem was probably roots in the drain system. I contacted Roto Rooter to investigate and fix. Roto Rooer came out quickly and after a false start (mistaking the gutter cleanout for the house clean out the tech called in a supervisor who had a better camera. They figured out the problem to be roots at the city input and they could not fix it. They broke the water supply pipe and were unable to figure out how to turn off the city water valve and the bathroom started to flood. Eventually, the city came and turned off the water. They charged me for the video and also charged me for the Rotorooter plumber who fixed the supply line. Ithen had ro deal with water mess in the bathroom they created.
  
  I asked for a copy of the video of the root investigation. At first they said I had to have paid $700 for the video. I told them I had paid the $700. Then they said no video was recorded which will require to pay another $700 to the excavator so they will know the extent of the problem. RotoRooter also they want me to pay almost $600 for plumber who fixed the flooding water.
  
  The supply line line worked for the 10 years I have been in the house and probably would have worked for another 10 years had they not broken it. It is clear the tech sent was incompetent, not being able to find correct cleanout, breaking a fully fuctional supply line and nor knowing how to turn off the water at the city valve. Any correctly trained tech should have been knowledgeable enough to turn off water first and certainly after the break.
  
  The company is denying responsibkilty for everything. I now have to deal with costs for restoration, another video showing the problem, and fixing the root problem which I had expected RotoRooter tos have solved. After that is their claim to fame.

  Business Response

  Date: 08/07/2024

  Tell us why here...We did come out to clear a clogged drain. While attempting to pull the toilet to access the mainline, Our drain technician attempted to turn off the water. At which point the angle stop came apart. We dispatched a plumber immediately to help with the situation. After the plumber was able to complete the repair. In his professional opinion the installation a the sharkbite connector was done improperly and was the cause of the it coming apart. Anyone who attempted to turn the water off would have faced the same issues. We cleared the drain and properly repaired the line

  Customer Answer

  Date: 10/25/2024

  I am not sure what the question means.  The contract with the business..  I bought the house.  Along with the house came plumbing fixtures.  Is he asking for the home sale contract?  Is he asking for the warranty from the remodeler, or the plumber?  Since I have lived in the house for 9 years I do not see how any of those questions are relevant.  The fix by rotorooter is only guaranteed for one year.  I would assume the one year fix by rotorooter is the industry standard and we are talking about the broken valve having lived far longer than any guarantee given by rotorooter

   

  I never was shown the valve broken by rotorooter and it was never given to me for proof of anything.  Why was this?  Is it not standard for the customer to be shown the broken valve?  What is the industry standard in letting the customer seeing the broken piece?  All other workmen I have hired have always shown me the broken piece and asked me if I wanted to keep it.  Rotorooter did not do this.

  In terms of the other plumber.  Rotorooter said it was a sharkbite (or sharktoooth).  I asked another plumber about such a valve who said such a fixture was up to code.  I have already submitted a copy of the Uniform  building Code which specificaly  lists the valve in question conforms with the code. What more proof is being requested especially since Rotorooter did not show me the broken piece or left it with me.

  Since I showed mygood faith by having paid the bill why is Rotorooter not doing the same?
  

  Business Response

  Date: 12/07/2024

  Roto Rooter is disputing whether the use of a sharkbite connector is up to code or not. We know they are allowed to be used. However, in this instance, it was improperly installed. If it was properly installed, it would not have fallen off the pipe when attempting to turn the water off. Our plumber noted this when completing his work. See attached photo and invoices.

• Initial Complaint

  Date:08/02/2024

  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.

  Attached e-mail with my explanation and copies of receipts and statement by the restoration company project manager.

  Business Response

  Date: 08/05/2024

  We cannot see email that customer wrote.

  On 7/3/24 customer approved Roto Rooter to complete work. Tech started work to replace leaking kitchen sink faucet. Labor was $497.00 flat rate. Parts was $359.98. Customer also received a discount of $49.70. Total of worked done was $807.28. Customer initialed that there was not leak when tech was done. Customer also signed that job was completed to their satisfaction. Customer also has 1-year guarantee if any issue Roto Rooter will come back. 

  Please see attachment of invoice ***********. You will see work order authorization signature to start work and lower on attachment the completion signature.

  Attachment number two is the signed hold harmless.

  Customer Answer

  Date: 08/06/2024

  
  On July 3, 2024 I called Rotor-Rooter to check out a big leak under my kitchen sink.  The plumber came and said I needed a new faucet which he got at his warehouse.  I asked him to check everything under the sink for any other leaks.  He never turned on the faucet upon completing the work to check if all was functioning properly.  I then had **** ***** *********** come July 5 to assess and remove all damaged items under the sink.  On July 9 work to rebuild was started.  The company’s plumber noticed a leak in the Pex line leading to the main water supply underneath the sink and fixed it.  Between July 5 to July 10 , I contacted a general manager and left two voicemails regarding my concerns.  No responses.  On July 12 and July 13 I called and left two voice mails with an administrator Michael T.  No responses again from the ****** ** office. The Rotor-Rooter plumber failed to detect and fix the Pex line leak.  I, therefore, request a full refund of services by Rotor-Rooter. 

  Customer Answer

  Date: 08/09/2024

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

  Customer Answer

  Date: 08/09/2024

  
  To Whom it May Concern:  On July 3, I signed as a courtesy the first page of invoice ************ from Rotor-Rooter which acknowledged the work done to my satisfaction with regards to the kitchen sink faucet. On July 5, 2024 **** ***** *********** came to assess water damage and had a mitigation team remove water damage under the kitchen sink.  Work to rebuild under the sink began July 9, 2024.  The company’s plumber fixed a leak from the
  supply lines under the kitchen sink, a PEX  line leak.  The second page of Rotor-Rooter’s invoice “This release and hold harmless will not apply to the extent a claim is caused solely by Roto-Rooter’s gross negligence” applies to  Roto-Rooter’s gross negligence.  Failure to identify and fix the PEX line leak was gross negligence, as I had asked several times for the Roto-Rooter tech to check everything for leaks under the kitchen sink.  The cause of the leak was the PEX line.  The kitchen sink faucet replacement is questionable. Therefore, I request a refund of $807.28 for services rendered on July 3,  2024.
  
  

  Business Response

  Date: 08/09/2024

  Customer paid $497 labor and $359.98 for parts that were replaced and installed. Customer received a discount ($49.70) for work that was completed. Customer also has 1 year guarantee on work that was done. This means we would come back for free if there were any issues in the future. No leaks were detected before our technician left. Customer signed that all work was completed to their satisfaction.

• Initial Complaint

  Date:07/31/2024

  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 think the price of what they had to do for me, was a complete rip off. It took the man less than 30 minutes to complete the job. I understand maybe $600 but not $1,295.00. He did quote me the price and I did question it. I asked him if this was for labor and he didn't answer me. On my receipt I see it is for labor. He had me sign the invoice before he put all the numbers in, I had to have my toilet fix right away because it damaged my ceiling in the kitchen.

  Business Response

  Date: 08/01/2024

  Called and talked with ****. I explain that we talked with her son. He approve our work and paid for it. We offered a $100 refund for any misunderstanding. But she refused.

  Customer Answer

  Date: 08/01/2024

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