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:07/31/2024

  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.

  Hello my name is ****** and I’m reaching out because we had a sewage back up about a week ago July 23. Someone came out and snaked the drain, he contacted someone to come out with the camera next day July 24. Tony, the technician that came with the camera states we have a crack in the pipe on the exterior. We initially had this pipe and sewage back up about 3 and a half years ago, and that was due to tree roots being in the pipes. So they came out and did all the work to fix the problem. We have all the receipts and everything, all work on outside of home has a warranty. We still fall under the warranty. Tony said on Wed the 24 of July that someone would come out within the next two days. Long story short no one came, no one from the company reached out, nothing. My fiancée called them Monday and spoke with a gentleman man named Bill. He is an apparent manager of Tony, and pretty much he made all the excuses saying they need to 1000 percent sure this is covered before they do the work. Making up excuses and such. I have since called for it rooter and no one has reached back out. We have not been able to shower, poop, or do laundry, we can’t use water in our home until someone comes back out. We’re trying to get this resolved under the warranty and seems as though to me roto rooter doesn’t want to do free work. So trying to get help so we can live a normal life again.

  Business Response

  Date: 08/01/2024

  Dear *** ******, Per our phone conversation yesterday 7/31/24 our plan is still to get someone out as soon as possible. I will call you to discuss an option today. 

  Customer Answer

  Date: 08/01/2024

  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:07/29/2024

  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.

  We had a hot water tank burst. My husband called me when he was informed of the price for new heater, I asked if they dealt with *** and the tech said we would have to get the repair then get reimbursed from ***. Found out that was false and the manager acted as if she had no clue if the company dealt with any warranty companys. Then we had the water restoration service done and was completely shocked when the insurance comp told us we owed over $9k to roto rooter. I called them and explained my issues with W**** in billing. She told me she would see what they could do so we wouldnt have to pay more than what the ins paid out. She then ignored all emails asking for update and just kept saying you need to send the check. I also called several times asking exactly what happened with the tank and why water was on pipes in a different part of basement, no response. We just had all appliances inspected by ******** Energy Program and had appliances replaced. No one at this company has answers or cares about our complaints they just want the check. They also didnt tell us there was a $5-10k range for the water. We have had to water claims before and never paid $9k and those were sewage claims. They told my husband he was signing giving permission to do the service. This man would have hit the fan if they gave that estimate. We still hear that he had to pay the $3200 for the waterheater alone, he would have definitely screamed about this amount. This has been the worse company we have ever dealt with. They said the ins didnt complain so its ok, I tried to tell them I would have if I knew about the estimated amount. The manager tried saying their protocol is to tell us how much the estimate is but he didnt. We have had 2 sewage back ups and now this in 2yrs, we are a little familiar with this and this was as unprofessional as can be. I still have no answers to any concerns just pay us now.

  Business Response

  Date: 07/31/2024

  The customer was provided Water Mitigation services by Roto Rooter which was authorized by the customer.  The invoice was submitted to the insurance company and they sent payment to the customer for the services rendered to be sent to Roto Rooter.  The total for the services provided fell within the range that was stated on the contract that was signed by the customer before service began.  Our position is that we receive payment for services rendered.

  Business Response

  Date: 07/31/2024

  The customer was provided Water Mitigation services by Roto Rooter which was authorized by the customer.  The invoice was submitted to the insurance company and they sent payment to the customer for the services rendered to be sent to Roto Rooter.  The total for the services provided fell within the range that was stated on the contract that was signed by the customer before service began.  Our position is that we receive payment for services rendered.

  Customer Answer

  Date: 07/31/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below. Again you guys are ignoring everything I have addressed and your response is just pay us. Next will be an Attorney General complaint. How about addressing my concerns. Of course the insurance wouldnt have an issue. If it wasnt for the insurance company we wouldnt have known we owed. What about the blatant lie about *** or what about your billing saying they would get with a manger to adjust the bill so we wouldnt have to pay out of pocket. WHAT HAPPENED TO MY UNIT....WHY WAS WATER DRIPPING FROM ANOTHER AREA?! ALL QUESTIONS YOU REFUSE TO ADDRESS.
  
  
  Regards,
  
  
  
  ******* ******
  

  Business Response

  Date: 08/09/2024

  What you owe at this point for the Water Mitigation services we provided is your deductible.  The contract that was signed stated what the range would be, and our final total fell within the range.  Your insurance company accepted our invoice, less your deductible, which is still owed.
  
  
  Regarding your home warranty, we are not in a position to know what is covered and what is not.  When we provide service for plumbing repairs we get paid up front and it is up to the client to submit our invoice to their home warranty company for reimbursement.  We do not control whether something is covered or not.  
  
  
  At this time, what is owed is $1014.83, which is for your deductible. 
  
  

  Customer Answer

  Date: 08/27/2024

  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. You guys are missing the whole point. If you guys dont accept home warranty services then your tech should have said that instead of saying what he said. Had he of said no we dont accept it we would have called the home warranty service company to find out how to proceed so that we were not out of pocket. Dont worry about it because you guys obviously have no morals or customer service knowledge. I will proceed how I deem fit.
  
  
  Regards,
  
  
  
  ******* ******
  

  Business Response

  Date: 09/17/2024

  Roto-Rooter is not in a position to know what is covered and what is not covered under your Home Warranty.  When we provide service for plumbing repairs we get paid up front and it is up to the client to submit our invoice to their home warranty company for reimbursement.  We do not control whether something is covered or not.

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  The fact that you guys do not deal with any home warranty programs is what should have been said. I am not expecting you to know what is covered. I asked your tech if your company dealt with home warranty services specifically ***, and he said YES, which is not true. If he would have been honest and said no, I would have said let me call them first and make sure this will be covered/reimbursed. I spoke with my home warranty company and indeed the hot water tank and labor would have been covered up to $4000 but because they dont deal with Roto Rooter, we cannot be reimbursed. You technicians should know if you deal with home warranty services or not, not what would be covered, but if you have relations with them, just like insurance. If I say do you deal with Statefarm or Homeowners Insurance, your techs should be able to say yes or no.
  

  I am also attaching proof that the hot water tank would have been covered under my *** policy.

  You guys also put us in collections for $8181!! Wendy has nothing to say about her conversation, if your calls are recorded you need to pull her records and hear exactly what she said, I will find the exact date and time I called.

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

  Customer Answer

  Date: 09/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  The fact that you guys do not deal with any home warranty programs is what should have been said. I am not expecting you to know what is covered. I asked your tech if your company dealt with home warranty services specifically ***, and he said YES, which is not true. If he would have been honest and said no, I would have said let me call them first and make sure this will be covered/reimbursed. I spoke with my home warranty company and indeed the hot water tank and labor would have been covered up to $4000 but because they dont deal with Roto Rooter, we cannot be reimbursed. You technicians should know if you deal with home warranty services or not, not what would be covered, but if you have relations with them, just like insurance. If I say do you deal with ********* or Homeowners Insurance, your techs should be able to say yes or no.
  

  I am also attaching proof that the hot water tank would have been covered under my *** policy.

  You guys also put us in collections for $8181!! W**** has nothing to say about her conversation, if your calls are recorded you need to pull her records and hear exactly what she said, I will find the exact date and time I called.

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

  Business Response

  Date: 09/28/2024

  Roto-Rooter is not in a position to know what is covered and what is not covered under your Home Warranty.  When we provide service for plumbing repairs we get paid up front and it is up to the client to submit our invoice to their home warranty company for reimbursement. 

  Business Response

  Date: 09/28/2024

  Roto-Rooter is not in a position to know what is covered and what is not covered under your Home Warranty.  When we provide service for plumbing repairs we get paid up front and it is up to the client to submit our invoice to their home warranty company for reimbursement. 

• Initial Complaint

  Date:07/23/2024

  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.

  We had a sewer back up due to a toy being clogged in a drain line which led to a grease build up in the line which required a hydro jetting and a descale in order to get the line flowing properly. We are trying to get the invoice clarified or a statement from rotorooter added onto the invoice which states that this service was a necessary service and wasn't  done preemptively or maintenance related, so that we can get reimbursed by insurance. It’s a $2200 bill we were needing to get reimbursed. My private claims adjuster tells me he has been getting tossed around by rotorooter staff and it’s been difficult getting anyone to help us get this done.

  Business Response

  Date: 07/24/2024

  We spoke with the customers private claims adjuster.  We confirmed the verbiage the adjuster required and determined that it was in accordance with the work performed.  We agreed to change and sent a copy to the customer as well as the adjuster.  The customer and adjuster are satisfied with the information provided.    

• Initial Complaint

  Date:07/21/2024

  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.

  Unfinished repair to yard and sidewalk for over a month after sewer pipe replacement.

  Business Response

  Date: 07/22/2024

  Spoke with *** *** **** ****** and addressed with them their concerns.  Did explain that we do leave a mound of dirt over trench when backfilled for natural compaction.  Due to lack of rain is a possible reason why it has not gone down.  We agreed on a scheduled time on Friday morning July 26th between 8 and 10 am for arrival time.  We will regrade and make sure that the trench are is level and cleaned up. 

  Customer Answer

  Date: 07/30/2024

  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,
  
  
  
  **** ******

  still have not come out
  
  sewer trenched from house to street and they didn't replace
  
  said they would come back to regrate
  
  Friday they were supposed to come and then said they had staffing issues so they told me
  
  to hire my own landscaper and they would reimburse me. I am not confident they will do that. 
  
  But either way I have already $16,000 paid to them. They are responsible for fixing their errors.
  
  

  Business Response

  Date: 08/10/2024

  Excavation department manager spoke with customer and agreed to regrading the trench area and pour two new cement sidewalk slabs.  Friday 8/9/24 excavation department crew went back to regrade and completed this portion.  Scheduled on Monday 8/12/24 with contractor to go and pour new cement pads for sidewalk.  This should be the last step to completing out *** ******** concerns of the job being completed.  

• Initial Complaint

  Date:07/19/2024

  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.

  We first called on Monday, July 15th as we noticed back up under our washtub sink by our washing machine. We requested service that evening and a supervisor arrived shortly. Upon viewing the drain he told us it was simply a soft clog that could be easily snaked and someone would be out that evening. That appointment was canceled without explanation. The next day, a technician did come also stating it was a simple soft clog and he’d resolve the issue that night. He proceeded to break his blade in the pipeline under our basement, said he couldn’t continue and left for the day. He returned the next day to continue the work with a quote of roughly $787. Shortly after starting he called his supervisor stating that he could not resolve the issue despite us being told three times by two different people that he could. His supervisor stated that the issue was in the main line and he’d use his camera knowing our drains were clogged and the camera would not work. Without informing us, he then proceeded to make a hole in our metal access point in an attempt to get in there. We only noticed upon stepping on the sharp metal after they left and this is causing sewer gas to enter our basement. Today they stated the resolution was to cut the main line and replace with PVC quoting us roughly $1,600. Shortly after beginning work they said they could not continue and our option was to replace the whole line for $8,000.00 and try to snake by removing the toilet. While attempting to turn off water to the toilet, the tech broke the shut off valve causing water to leak into our basement without informing us (second instance of damage they did not disclose). We asked them to leave and upon noticing the leaking toilet called another service who is now resolving our issues without a problem. We were charged $250.00 that we would like refunded given the undisclosed damage, failure to resolve the initial issue, creating an additional issue and upping the price on us each day they were on site.

  Business Response

  Date: 07/24/2024

  Tech arrived first day to fix issue. When removing cover of the drain customer had wipes coming out (see customer picture #2). Tech cabled to get relief but broke cable in customer's line in first of 2 lines. Tech came out next day with new cable to find relief but again got stuck in line. Original cost of work $787. Due to not getting relief Tech only charged $250 of labor. Tech did call supervisor to camera line which showed collapse. He gave $8,000 estimate to repair. Currently customer has collapsed line and every time they flush toilet water is leaking to their foundation.

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just wanted to share my horrible experience with this company. Called a couple weeks ago to set up an appointment for 2 to 4pm. Got a call before 2pm I called back and they sent a tech on the way. Tech arrived around 245pm. No big deal. However, the plumber had a bad stammer and was hard to understand, I will not hold that against him however I will hold their workmanship up to standard. Was quoted an astronomical amount over 700 dollars to just replace a p trap and to snake the drain in my bathroom sink. Was then quoted 2 other amounts to just take off the p trap and another one to replace it without snaking the drain. I agreed upon $400 to replace the p trap, however now I had to get the materials. I also had a clear as day coupon for $75 off and that was not being honored as well. Whatever I ran to the hardware store not once but 3 times and the last time the attendant said there was no way that part would work. I then came back home and he said he was done. He wanted the check made out to him and no invoice. At this point I was done I made the check out to him and wanted to move on. I looked more closely at the workmanship and wow its bad. Plastic bags and glued parts. I called management and they at first said they would honor the coupon and then later no they would not. They would send a master plumber over and that was last Friday and now its Wednesday. The tech called me to argue about the coupon and told him to never contact me again. Its time to contact the BBB and whoever else I can to get a complete refund. Overpriced and undertrained people.

  Business Response

  Date: 07/22/2024

  Roto-Rooter believes this BBB complaint may have been
  entered prior to Roto-Rooter’s communication and service with the customer.
  
  Roto-Rooter spoke with this customer 7/17/2024 and returned on
  7/18/2024 to perform the repairs to the kitchen sink drainage line.  
  
  Roto-Rooter is unable to return the $400 payment as the check
  was not written to Roto-Rooter but to the individual as the customer has stated.
  Roto-Rooter recommended/instructed the customer to place a stop payment for
  fraud with his banking institution for a return of those funds.
  

  Customer Answer

  Date: 07/22/2024

  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:07/12/2024

  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 major drain issues in our front yard from an oak tree, roto rooter came out, put a camera down the line, and jetted the line. They said we had collapsed pipes and had to replace the pipes. To dig out our yard and replace the pipes totaling about 2 feet, they quoted us an absurd $8,000. They also pulled our water meter in the process and had our water shut off by the city because of the measly work that was done. Within a year we were already having issues again, Roto rooter came out to jet the lines and they complained we were out of warranty, which we weren’t, and they did the “work” for us. No more than 4 months later, we are having issues again. We had a plumber come out today to confirm that Roto rooter never fixed the issue. Just beat around the bush. He also confirmed with us that the price they charged us, we should have gotten our entire sewer line replaced. We are extremely unhappy with the shady and greedy work from Roto rooter.

  Business Response

  Date: 07/16/2024

  On
  07/17/2024: Spoke with customer ******* ****, the scope of Excavation work
  performed per contract at the cost of $6,394.00. A spot repair on the main
  sewer line Was done on 06/06/2022. The customer notified us in July of 2024
  that another plumber states that we did not fix the problem. We will be
  returning within the next week to perform an inspection to further assist the
  customer.

  Customer Answer

  Date: 07/23/2024

  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.
  
  
  quick update, Roto rooter replied on July 17th, saying they would be sending someone out “within the next week” to inspect. It will be a week tomorrow and we haven’t even been contacted to schedule an appointment. 
  Regards,
  
  
  
  ******* ****
  

  Business Response

  Date: 08/08/2024

  Spoke with customer ******* ****, the scope of
  Excavation work performed per contract at the cost of $6,394.00. A spot repair
  on the main sewer line was done on 06/06/2022, this contract was under a one
  year warranty on the work we preformed. A plumbing permit was issued and
  inspected by local plumbing authority prior to backfilling repair. The customer
  notified us in July of 2024 that another plumber states that we did not fix the
  problem. We will be returning within the next week to perform a camera inspection
  to further assist the customer. After reviewing the piping it is determined the
  customer needs further repairs to the sewer lateral, we can provide these
  repairs at a discounted rate as a second project if customer wishes..
  

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  The company in fact did not have someone out there when they said they would. We waited 2 weeks for someone to contact us. The manager Kevin was supposedly out of the office but didn’t coordinate with someone to contact us. When someone finally did contact us, they came out and camera’d our line. The operators first words were “oh yeah that’s obliterated”. He told us at our house that Roto Rooter should cover it. We waited another 2 weeks for someone to contact us about the issue, left multiple voicemails for Kevin but it seemed like he was avoiding us. When we finally made contact, he said “well we’re not going to repair it for free”. They wanted to charge us another $3500 for micro lining when it fact there was no pipe to line. When we had someone else come out and replace 40 feet of line for $3500 (Not Roto Rooter), Roto Rooter never backfilled our spot with gravel or anything. It looks like they legit bought 1 bag (25 pound bag) of rock from meijer and threw it in there. They did such a terrible job and it’s obvious how the line collapsed as fast as it did. We are pretty much demanding a refund of $6500 from Roto Rooter because of the terrible “work” they did. 
  
  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,
  
  
  
  ******* ****
  

  Business Response

  Date: 09/16/2024

  Spoke with customer ******* ****, the scope of Excavation work performed per contract at the cost of $6,394.00. A spot repair on the main sewer line was done on 06/06/2022, this contract was under a one year warranty on the work we preformed. A plumbing permit was issued and inspected by local plumbing authority prior to backfilling repair.

  Customer Answer

  Date: 10/17/2024

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

  
  

  
  

  
  

  
  On august 13, my yard was completely torn apart because I had to get Roto Rooter’s mess fixed. Our complaint with Roto Rooter has NOT been resolved. The ONLY thing that will resolve our complaint with Roto Rooter, is getting a full refund from them. 

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

  Business Response

  Date: 10/17/2024

  Spoke with customer ******* ****, the scope of Excavation work performed per contract at the cost of $6,394.00. A spot repair on the main sewer line was done on 06/06/2022, this contract was under a one year warranty on the work we preformed. A plumbing permit was issued and inspected by local plumbing authority prior to backfilling repair.

  Customer Answer

  Date: 10/17/2024

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

  
  

  
  
  
  The only thing that will resolve our complaint, is getting a refund. 
  
  Regards,
  
  
  
  ******* ****
  
  

  Customer Answer

  Date: 10/21/2024

  We have none of these documents. Roto Rooter didn’t email these to us because everything was online. The only invoice we have is from the damage repair in our basement which was covered under insurance. The only thing close to an invoice is our synchrony info, which is who Roto rooter does their financing through. 

  Customer Answer

  Date: 10/24/2024

  My photos are not going through on here and I’m not sure why. I will email them to *******. The only invoice we have from Roto Rooter is the initial visit where they camera’d our line, auger’d it, and diagnosed it as a soft clay overflow. 
  

  Our repairs needed to be done by roto rooter’s mess up have already been taken care of. We went with ***** Plumbing who did an AMAZING job for a fraction of the cost. 
  

  we are still not happy with Roto Rooter, and the only way our complaint will be resolved is if we get a refund from them. 

  Customer Answer

  Date: 11/14/2024

  I do not have the warranty and contract signed with Roto Rooter. I called them yesterday and said I needed it, but they said my documents have been archived and will be at least 2 days to get them. The second opinion/company I used was *** ***** ***** *** ********** ***. The person who performed the work screwed up by Roto Rooter was **** ****. His number is **********. Fantastic person and fantastic company. I paid him $3500 to fix Roto Rooter’s mess, and an additional 30 feet of pipe was fixed. He did an outstanding job fixing Roto Rooter’s mess. Again, the only solution I will accept is getting a refund from Roto Rooter. 

  Customer Answer

  Date: 12/06/2024

  Roto Rooter and I have reached an agreement. They will be giving us a full refund. Thank you. 

• Initial Complaint

  Date:07/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We noticed both of our toilets would not flush on 3/6. Nothing was leaking or overflowing. We called Roto-Rooter to schedule them to come on 3/7.
  
  Roto-Rooter employee Khai arrived at 11a to address our sewer issue. Initially, we directed him to the external sewer drain as indicated in our home inspection paperwork, but Khai struggled to access it. Instead, he removed the main bathroom toilet and used a 100-foot snake to attempt clearing the blockage. Unfortunately, this approach led to sewage flooding our bathroom floor, which Khai reassured us was a normal part of the process. Concerned, we placed towels to contain the spreading water.
  
  Despite our repeated requests to focus on the external sewer drain, Khai persisted with his efforts inside the house. By 1 pm, realizing the need for additional equipment, he called for backup, which arrived around 3p. Finally acknowledging the problem lay with the external drain, they broke the cap, confirming our suspicions. Our neighbor contacted our HOA and swiftly involving ** Water. The issue resolved within 30 minutes once attention shifted appropriately.
  
  By 4 pm, Khai and his colleague concluded their work, but the damage was extensive. The remediation team arrived at 7p to begin cleanup, employing antibacterial treatments until 9 pm. The severity necessitated a return visit the next day with a partner to cut walls and remove flooring. The aftermath was catastrophic, compelling us to vacate for three months while ******* **** *******, engaged by our insurance, renovated our home.
  
  Financially, we paid Roto-Rooter $2,024.77 for services deemed unnecessary, while our insurance covered $16,629.49 for damages. Seeking redress, we are pursuing a refund from Roto-Rooter and our insurer is preparing a claim against them for the extensive harm inflicted.
  
  This incident underscores the need for accountability and proper protocol in service industries, where timely and accurate diagnosis can prevent significant collateral damage.

  Business Response

  Date: 06/19/2025

  Roto Rooter responded indicating this matter has been turned over to their insurance company and is in subrogation.

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just had a new pump put in by another plumbing company in February 2022. In November, we had Roto-Rooter come in to replace the pipe from the house to the septic. When digging, they cut the wires to the pump. They told me they cut the wire; however, they fixed the problem. It wasn’t until I had the septic tank cleaned this past May, when I was told that the pump isn’t working. The septic company thought it was the breaker, so I had the breaker replaced, yet the breaker still continues to pop. I reached out to Roto-Rooter immediately. I received a call back from Johnny. I told him I had taken pictures and after reviewing the pictures, I saw there were some of the wires they had cut and tried to repair. I sent them to Johnny on May 28th. I sent a follow up texts on June 4 and June 8. I called and spoke with Johnny on June 24, and left a message for him on July 2. I was told they were looking into it, yet nobody has reached out to me letting me know they would fix the problem they caused. I was not aware they did not properly fix their mistake and are now blowing me off instead of resolving this issue they caused.

  Business Response

  Date: 07/11/2024

  We spoke to customer to get a better understating of the issue. We have our excavation coordinator going to the customer's house on Monday 7-15-24 with an electrician to fully assess and resolve the problem. Customer is aware.

  Customer Answer

  Date: 08/28/2024

  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:07/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had flooding from a bad shower arm which they got wrong and told me it was the shower head. They started the drying process with my insurance company. They came out once 5 days later to do a moisture check which was late. The company never came back to take readings wouldn't return calls and would make excuse through text why they couldn't make or say they could come past 9 pm at night which is unacceptable. The whole process was supposed to only take a couple days I had the drying equipment for over a month until I told them I wanted them out of my house. They never completed the job or try to make it right then sent me a bill even though they did nothing. They also wanted return calls to my insurance company and since they didn't come and do moisture readings like they promised my insurance wouldn't cover it.

  Business Response

  Date: 07/09/2024

  This loss was a CAT 3 loss, which took a little extra to dry. We have notes saying customer asked to come back at night. Sometimes the material that is wet doesn't dry as quickly as we or the customer would like. All work was done as promised as well as the customer signing the satisfaction sheet.

  Customer Answer

  Date: 07/09/2024

  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.
  
  I have tried calling the company multiple times and I was told I was signing for the equipment pick up not that the job was done. They only came out to the house once and never came back to do readings. This took a month when I was told it would only take days and I also have all saved text and voicemails from their employee with all the excuses.
  Regards,
  
  
  
  ******* *********