Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

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:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/72024 our basement flooded from rain. Roto came out to dry/clean. They cleaned the painted basement floor with Perioxide and used Heating Fans to dry walls/floor.
  The painted floor immediately began to bubble and peel. Their Service Agent told us she used wrong cleaner on floor vs other options as Perioxide shouldn’t be used on painted surfaces when heat is applied. Our floors continue to peel months later (see pictures below) and we need to sweep and clean weekly. Roto did come out and clean but now tell us the peeling is caused by “efflorescence from a high water table”. They never sent anyone besides the Service People to come look at/assess the damage - and now tell us they aren’t responsible.
  We have not yet contacted other Services to assess a fix/repair of floor but believe floor needs stripping/repainting as only way to stop the bubbling/peeling. Currently have very limited Basement access as concerns with breathing/tracking the sentiments/crystals/powder that swirls when cleaning.
  Basically as we have repeatedly asked Roto, looking for Roto to do whats necessary to complete the clean up and restore floor.

  Business Response

  Date: 07/09/2024

  We were called out for a water restoration job as described. The information provided is correct in regard to the source of flooding which was identified as storm water, and the clean up process to include the use of a diluted hydrogen peroxide. However, the information provided by the water restoration technician was not completely accurate as this cleaning agent is considered safe to use on painted concrete. We sent technicians back out to deep clean and apply a different type of antimicrobial in an attempt to resolve the issue. The technician took pictures which we shared with industry professionals to seek differing opinions. The opinions of IICRC certified water restoration professionals in house, along with others across the industry, provided a consensus professional opinion that the cause was efflorescence. The basement floor will not completely dry out unless the water table recedes. This opinion was drawn from the pictures along with the following information: 1. the cause of loss was from storm water which the homeowner shared was the first time this has happened since purchasing the home years ago 2. the pictures show exact signs of efflorescence 3. none of the materials used in restoration are not known to have this side effect. 

  Customer Answer

  Date: 08/14/2024

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

  In response Roto stated this was the first time we had basement flooding.  This was the second time and as we informed them the basement was cleaned without any issues.  

  One very important point is that while the peeling is widespread in basement NO peeling has occurred on areas not treated by Roto - there were areas under numerous storage racks which were not treated and no peeling.  Also in one spot Roto partially sprayed a cinder block wall - that area also has peeled - no peeling in wall remainder which was unsprayed.  

  We feel this strongly indicates the issue is due to Roto not efflorescence - we have had NO basement issues in the 8 years we’ve owned the home prior to Roto.

  Business Response

  Date: 08/24/2024

  The only cleaning solutions used to sanitize the flooring were hydrogen peroxide and a thyme oil biocide. Both are safe to use on concrete flooring and not known to cause the issues. 

• Initial Complaint

  Date:07/03/2024

  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 am writing to express my dissatisfaction with the service I received from Roto-Rooter concerning the installation and subsequent repairs of an outdoor faucet and hose at my residence.
  In May 2022, Roto-Rooter installed an outdoor faucet and hose at my home. This installation came with a warranty. In May 2023, the faucet began leaking. Since the installation was still under warranty, a Roto-Rooter technician was sent to fix the issue. However, in June 2024, the faucet started leaking again, despite being out of warranty. I called Roto-Rooter for service, and another technician identified that the vacuum breaker needed replacement. I was charged $423.19 for this repair.
  It is highly suspected that the vacuum breaker was not accurately installed during the repair in May 2023, which led to the recurring issue this year. The cover/filter of the vacuum breaker installed in May 2023 was falsely removed. This indicates that the original problem was not properly addressed, and the faulty repair under warranty caused recurring damage.
  I contacted the plumbing manager to discuss this issue but received no answer and no call back. Given these circumstances, I believe it is unfair to charge me for the repair of an issue that should have been properly fixed during the warranty period. Therefore, I am requesting a refund of the $423.19 charged for the recent repair.
  Please find attached a photo of the faulty installation and a copy of the receipt for the recent repair. I expect a prompt resolution to this matter.

  Business Response

  Date: 07/05/2024

  My name if Frank J**** and I am one of the managers for Roto Rooter in the ******* area.  I reviewed this complaint looks like we replaced the hose bib for *** ****** 2 years ago.  A part failed on it and was out of warranty our plumber charged him again which he is supposed to.  I did not get the message when *** ****** called into our office.  I have processed a refund for the full amount of $423.19.

  Customer Answer

  Date: 07/05/2024

  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:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 4, 2024, Roto-Rooter sent out a plumber because I was having problems with my ****** ****** dishwasher drawers not draining properly and the drain hoses needed to be replaced.
  
  As requested, I ordered the hoses and scheduled an appointment for March 18th, and the plumber, Earnest, came out to replace both hoses. After a couple of hours, the plumber dismantled both dishwashers in efforts to replace the hoses and determined he could not figure out how the hoses were initially installed. The plumber failed to reassemble both dishwashers correctly and the warning alarms sounded, and the plumber left leaving the dishwashers no longer functioning. The dishwashers will not power on.
  
  I contacted the head office and spoke with Francis regarding what had happened and how can we get the issue resolved. The issue of the dishwashers running again, and the hoses replaced. On March 25th, a second plumber came out and could not determine the problem with the dishwashers not powering on nor if they were reassembled correctly and suggested a more experienced plumber come out.
  
  I contacted Francis and on April 15th a third plumber came out and determined the power was connected to the dishwasher panels, but he couldn't figure out why they would not power on and work. Nor could he confirm if the dishwashers were reassembled correctly.
  
  I called the Roto Rooter office twice after the last appointment to speak with Francis and never received a return call. I am asking for my dishwasher units to be reassembled correctly and working. I don't trust they can replace the drain hoses and will hire another company.

  Business Response

  Date: 06/25/2024

  Dear **** ******,
  
  Roto-Rooter provides free estimates and at none of the three-service
  request did you render paid services from us. Roto-Rooter is a plumbing company
  not an appliance repair company as mentioned by the technicians. The requested
  repair of the drain hose was something that we could have done but the issue with
  the door sensor would need to be addressed by an appliance repair company. I've attached a copy of the service tickets and the $0 charge at each.

  Roto-Rooter

  Customer Answer

  Date: 06/27/2024

  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.

  I am writing to express my continued dissatisfaction with
  the service provided by Roto Rooter, which I believe was misunderstood in their previous response. My service request clearly specified the need for
  replacement of drain hoses, not dishwasher repair.
  Both of my dishwashers were functioning and powering on
  before your plumber disassembled them. However, during the service call, the
  plumber disassembled both appliances while referring to a ******* video and was
  unable to reassemble them correctly. Consequently, neither dishwasher powers on
  nor functions anymore.
  Roto Rooter did not charge me for the service since the
  plumber could not figure out how to remove and replace the drain hoses, and
  additionally, left my dishwashers non-functional. Despite this, the core issue
  remains unresolved and the inconvenience due to the incompetence displayed.
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 08/05/2024

  Dear **** ******,
  
  Roto-Rooter provides free estimates and at none of the three-service request did you render paid services from us. Roto-Rooter is a plumbing company not an appliance repair company as mentioned by the technicians. The requested repair of the drain hose was something that we could have done but the issue with the door sensor would need to be addressed by an appliance repair company. I've attached a copy of each service ticket showing that only an estimate was provided and no paid services were rendered. 
  
  Roto-Rooter.

  Customer Answer

  Date: 08/28/2024

  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 twice to explain that the Roto Rooter technician dismantled both my dishwashers while trying to replace the hoses and was not able to reassemble them properly.  I am asking for Roto Rooter to pay an appliance repair company to repair my ****** * ****** dishwashers that their technician broke.  The company continues to respond with a generic answer and does not acknowledge the damage caused by their technician and I must take my complaint to the next level and file a small claims lawsuit.
  
  
  Regards,
  
  
  
  ****** ******
  

  Business Response

  Date: 09/17/2024

  Dear **** ******,
  
  Roto-Rooter provides free estimates and at none of the three-service request did you render paid services from us. Roto-Rooter is a plumbing company not an appliance repair company as mentioned by the technicians. The requested repair of the drain hose was something that we could have done but the issue with the door sensor would need to be addressed by an appliance repair company. I've attached a copy of all 3 service tickets showing only an estimate was provided and no paid services rendered.
  
  Roto-Rooter

• Initial Complaint

  Date:06/23/2024

  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 water leak - overflown from basement shower. We called Roto Rooter on June 16, 2024 at about 4:00pm. Roto Rooter technician arrived at about 7:00pm and assessed the problem. Then he said that he can fix the issue and it will cost $750. I agreed. Then he asked me whether he should contact water management specialist to assess the water damage to the floor. I said let us take of care of leak first then I can think about water damage specialist. This technician fixed the leak issue and stopped the leak - just within one hour. He was efficient and he did an excellent job.
  In the mean time water management specialist arrived and asked about water damage. I responded by saying we may have water damage in the laundry and boiler areas and we do not have any issue in the other parts of the basement. He suggested that he can contact our insurance company and file a claim. He called the insurance and filed a claim on our behalf.
  
  Then he sent some one after two days - on Wednesday June 19th - But I was not home and my wife as there. My wife had knee surgery and she can't go down the stairs. I informed over phone to those repair guys that we need repairs in the laundry and boiler area only. But those guys removed the entire basement carpet and wooden panels. When I returned home I was shocked to see these things. I asked them - why you removed carpet from entire basement. Then water management specialist called me and said that those people removed because there was water leak. I said to him that they should repair only laundry and boiler area - and I reminded him what I said on June 16th - when he visited our home. The he said it is done and he will take care of it.
  
  Now my request is we need to be compensated for this additional unnecessary work. Unknown why they removed carpet and wood panels - from entire basement. We need compensation.

  Business Response

  Date: 06/27/2024

  We spoke to **** and explained the entire process. He was under the impression that he was responsible to pay Roto Rooter for all the work that was done but we explained and assisted him processing a claim through his home owners insurance policy so all the restoration work that was completed can be covered. Once again we have reexplained the process to the customer and he is fully aware on what needs to be done and is happy. All set on our end. 

• Initial Complaint

  Date:06/21/2024

  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, *** and **** **** ******, are writing to formally lodge a complaint against Roto Rooter for their deceptive and misleading practices regarding a recent service they performed at our home.
  
  We are senior citizens in our 70s, currently raising our three grandchildren, as awarded by the courts to keep them out of the foster care system. Given our limited financial resources, we rely heavily on our insurance company to assist with unexpected home repairs.
  
  Recently, Roto Rooter was contracted to address a mold issue in our home. The insurance company assessed the work and determined that the charges for the services rendered by Roto Rooter were exorbitant. Specifically, Roto Rooter charged us $10,000, while our insurance company agreed to pay only $4,000 directly to Roto Rooter and an additional $2,000 to us for wall repairs that were not completed by Roto Rooter after they had torn them out.
  
  Despite this arrangement, Roto Rooter is now threatening to place a lien on our home, take us to court, and report negatively to all three major credit bureaus. These actions are causing us significant distress and financial strain. We have already reported this situation to the **** Attorney General's office and are awaiting their assistance.
  
  As senior citizens with limited financial means, we cannot afford to hire an attorney to fight this unjust and predatory behavior. We kindly seek your advice and intervention to prevent Roto Rooter from continuing their unethical practices and to protect us from further financial harm.
  
  Thank you for your attention to this urgent matter. We look forward to your prompt assistance.
  
  Sincerely,
  
  *** * **** **** ******

  Business Response

  Date: 06/24/2024

  On February 22, 2024, Roto-Rooter’s water restoration specialist Gabe C******* was sent to examine the property at ** ****** **** ******* ** *****. It was identified that there was water and mold damage to the home. Mr. C******* provided the customer an estimate that it would cost $5,000 - $10,000 (before tax) for restoration work. (pg. 11 of the attached PDF). *** ****** signed off on this estimate and work began. Roto-Rooter does not do reconstruction work (see pg. 11), and *** ****** understood this as well. The file contains all documented work and procedures.
  
  After the work was finished, *** ****** signed a Certificate of Satisfaction on 3/12/2024 agreeing that our work had been completed to his satisfaction (pg. 19 of the attached PDF). Apparently, the customer’s insurance did not cover a portion of the work. The customer is nonetheless obligated to pay for the services pursuant to his agreement with Roto-Rooter. There is simply nothing illegal or unethical about a company pursuing payment for services rendered. To date, despite receiving funds from his insurance, the customer has not paid Roto-Rooter anything.
  
  Roto-Rooter requests that this complaint be dismissed..

  Customer Answer

  Date: 06/24/2024

  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.
  
  That is a false statement. Mr. G******* never came back after the supposed work was completed. They left their equipment in my home for 12 days. According to my insurance company.. the equipment should have only been left in our home gor 3 days.  I only spoke to this gentleman  when he ask me to sign in order for him to bill .my insurance company. I was never given a definitely price for this job. He did state that if my insurance company refuses to pay.. then I should go to the board of insurance. He said that the insurance companies do not like that. They are very deceptive and i am only willing to pay the amount that the insurance gave me for them. $4000. They didn't even put my walls back together.  I had to pay to have them put back. There are many complaints very similarly to our complaint against rotor rooter.  As I said. , they are very misleading and deceptive.

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

  Business Response

  Date: 07/10/2024

  Roto rooter proposed a scope of work to the ******** with a price to complete that work.  The ******** agreed and signed a work order authorization to approve us to move forward with the project.  Roto Rooter completed the scope of work, within the agreed upon price we were contractually obligated.  The ******** signed a certificate of satisfaction when the job was completed.   We now expect to be paid for the work we completed in full.  

  The contract clearly states that we do not perform the reconstruction portion of the project, so I am not sure why that is being brought up in the discussions.  I have attached the signed contracts, pictures, and documents to verify our position.  We will not be modifying our bill, and expect to be paid in full  

  Customer Answer

  Date: 07/23/2024

  
  To Whom it may concern:
  I am writing to formally again address our complaint regarding the deceptive practices employed by your company workers. in the handling of the work supposedly performed in our basement.
  Your representative claimed that we the ******** signed a contract agreeing to pay $10,000 for the services rendered  this is a blatant lie and representation  the only document I signed was  an authorization for your representative to bill my insurance company. When I inquired about the implication if the insurance company did not cover the expenses, your representative (Gabe)  assured  me that any issues could be resolved by threatening to report the matter to the board of insurance, he said that they don't like that , so they will then pay.
  
  Your team was physically present  in our basement for approximately 5 hours, although their equipment remained there for 12 days claiming they were there for drying purposes. . There was no contract signed during removal of the equipment. My wife was only asked to sign a document acknowledging the removal of all equipment from our basement. You stated that you removed 2 wooden floors in which we do not have in our basement. You tried to justify this by saying that you didn't have a code for wooden walls so you had to used the code for wooden floors. This is fraudulent on your part, we were not aware of this.
  
  Upon review, our insurance company concluded that the work performed could not justify a $10,000 expenses and agreed to cover only $6,000 , allocating $4,000 to your company Roto Rooter and $2, 000 of this would go to us the ******** for the replacement of the walls in the basement. Despite this assessment, your company has refused to negotiate a reduced price, insisting on full amount, which we find unacceptable.
  
  Giving these circumstances, we request reconsideration of charges and an adjustment to the agreed amount $4,000 that the insurance company assessment. We are prepare to escalate this matter further if necessary but hope to resolve it amicable. **** **** and I are both senior citizens and we do not have $10,000 laying around home to spend. We never requested this work from you guys, your representative brought this to us, saying that it should be doine and he could do it. We feel you guys are very deceptive and unfair to us.
  
  We expect a prompt and fair response to this matter,
  Sincerely,
  *** * **** ****** ** 
  

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

  
  To Whom it may concern:
  I am writing to formally again address our complaint regarding the deceptive practices employed by your company workers. in the handling of the work supposedly performed in our basement.
  Your representative claimed that we the ******** signed a contract agreeing to pay $10,000 for the services rendered  this is a blatant lie and representation  the only document I signed was  an authorization for your representative to bill my insurance company. When I inquired about the implication if the insurance company did not cover the expenses, your representative (Gabe)  assured  me that any issues could be resolved by threatening to report the matter to the board of insurance, he said that they don't like that , so they will then pay.
  
  Your team was physically present  in our basement for approximately 5 hours, although their equipment remained there for 12 days claiming they were there for drying purposes. . There was no contract signed during removal of the equipment. My wife was only asked to sign a document acknowledging the removal of all equipment from our basement. You stated that you removed 2 wooden floors in which we do not have in our basement. You tried to justify this by saying that you didn't have a code for wooden walls so you had to used the code for wooden floors. This is fraudulent on your part, we were not aware of this.
  
  Upon review, our insurance company concluded that the work performed could not justify a $10,000 expenses and agreed to cover only $6,000 , allocating $4,000 to your company Roto Rooter and $2, 000 of this would go to us the ******** for the replacement of the walls in the basement. Despite this assessment, your company has refused to negotiate a reduced price, insisting on full amount, which we find unacceptable.
  
  Giving these circumstances,we request reconsideration of charges and an adjustment to the agreed amount $4,000 that the insurance company assessment. We are prepare to escalate this matter further if necessary but hope to resolve it amicable. **** **** and I are both senior citizens and we do not have $10,000 laying around home to spend. We never requested this work from you guys, your representative brought this to us, saying that it should be doine and he could do it. We feel you guys are very deceptive and unfair to us.
  
  We expect a prompt and fair response to this matter,
  Sincerely,
  *** * **** ****** ** 
  
  
  

  Business Response

  Date: 07/23/2024

  There will be no negotiation.  Our position is firm, and final as we have stated many times throughout this process.  The signed contracts and documents have all been provided, so I am not sure why the ******* are claiming they did not sign them?  The opinion of the ******** pertaining to what they "feel" the bill should be, has zero bearing on the actual amount charged  (per industry standards) for the work performed, and backed up with photo evidence.   We intend to pursue this until paid in full.  Our position will not change.  

• Initial Complaint

  Date:06/18/2024

  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.

  Tuesday, June 18
  $1450
  Replace faucet in tub
  Would not disclose price but originally stated that a two projects would be above $1000. I informed him only do one. We were concerned because there was a lot of time spent waiting for him to do the work. His work time didn’t account for 8hrs yet we paid the price of an install of a water heater yet it was a faucet sink.
  
  The lack of integrity in pricing, communication and service approach is the problem. We did not get a $1500 service. And the parts online cost 50% less then the listed cost.
  
  Is this what we’ve come to to make a profit?

  Business Response

  Date: 06/22/2024

  I spoke with the Daughter and resolved the complaint by issuing a $500.00 dollar refund to customer.  She was happy with that offer and we are done with this customer 

  Customer Answer

  Date: 06/22/2024

  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.
  
  
  Given the issue, we will wait until the credit on the credit card has been received to say that has been resolved. I am not happy with ROTO-ROOTER, and I do not think that the true issue will be resolved, which is a practice of doing work without providing a quote in the beginning, so that people can make a decision on whether or not they want the work to be done at the price. Requesting someone to sign a contractual document with no price should not be within the policy for a plumber; communication on the contract cause shit happened prior to signing any documentation. I’ll be happy to resolve this issue when the credit is received.
  
  Sincerely,
  
  
  ****

  Business Response

  Date: 06/28/2024

  I spoke with the Daughter and resolved the complaint by issuing a $500.00 dollar refund to customer.  She was happy with that offer and we are done with this customer.   I dont know why this is rejected, the customer agreed to this amount on the phone and the credit has been issued to the customers credit card. 

• Initial Complaint

  Date:06/17/2024

  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.

  Company is charging $4500 for 40 feet of plumbing hydro jetting and descale rehab but only completed 17 feet and are refusing to finish the job.

  Business Response

  Date: 06/18/2024

  We fullfilled the job as a courtesy we will do rest of the line and we already discounted the job

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called to get a leaking garbage disposal fixed. There was also a clog so they worked on that too, they had told us that they would have to put a hole in our bathroom wall in order to fix the clog which we did not give authorization for. The thing is though one of the plumbers mentioned that he does dry wall on the side hmm... so the job was not finished and we sent them home so we could decide what to do. that same evening about 2 hours after they left out hot water heater started leaking and flooded our utility room. We called them back and they said that we would receive an update within 2 hours, we did not. We called back and they said someone was on their way to then find out nobody was coming and someone would be out in the morning. When they came back they said that the water heater needs to be replaced and that it couldn't possibly be anything they did. Even though it was fine before they came over. and that to replace it they would NEED TO KNOCK DOWN THE WALL. again they have a guy on staff who does dry wall on the side. and it's going to cost $3,000 upon the $1600 they quoted us for the clog. I also would like to add that they pushed me to do financing for the original quote of $1600 and they are aware that we were approved for $6,000 which is about the price that everything will cost with thew hot water heater. That's a bit suspicious. and then if we chose to get those things done now we are going to need dry wall work which is another expense that they don't cover.
  What I'm looking for is to get the hot water heater replaced for no charge, not get charged for anything they did "fix", since they didn't solve anything, and to find out if any of these things can be done without having to knock down walls.

  Business Response

  Date: 06/17/2024

  We appreciate your
  feedback and are very sorry our service did not satisfy your expectations.
  Please email me your full-service address, including the zip code, so that I
  can look into this issue as soon as possible.

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

• Initial Complaint

  Date:06/15/2024

  Type:Billing 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.

  On May 1, 2024 Roto Rooter was contacted regarding a clogged sink at my son's residence, ** ****** **** ***** ********* **. He was given a quote over the phone of $541. Based upon this quote we instructed the technician to proceed. Upon completion of the job, I provided him with my credit card information over the phone, completing the transaction. Upon reviewing my credit card statement, I noticed that I was charged $654 which was not the amount agreed upon prior to initiating the job. At no time was this upcharge discussed or agreed upon. It was not even mentioned, the technician just took it upon himself to charge his own amount. My card was charged this additional sum without my knowledge or approval. I consider this action to be a fraudulent and dishonest action and I would like reimbursement in the amount of $103 which was the agreed upon amount for services rendered.
  
  My sons first attempt at contacting this establishment resulted in him speaking with a manager, who informed him it would take two to three days to process the transaction and I would notice the adjustment on my credit card within 3-5 business day. After this time period elapsed, my son contacted them a second time. The woman that answered stated that she could see in the computer that a credit was to be issued and she would mark it as a priority. After patiently waiting to no avail a third phone call was placed, this particular manager said that it would be taken care of immediately.
  
  As of this writing three attempts have been made to rectify this situation and no action, although promised, has been taken.

  Business Response

  Date: 06/17/2024

  We apologize for the delay. I am not sure who you spoke with at the branch. All of the management is male. We are sorry you feel the behavior was fraudulent or dishonest. The original quote was for $549, plus parts and tax. That is the reason for the $654.68 charge to your account. As a courtesy, we have refunded the $103 you requested.

  Customer Answer

  Date: 06/19/2024

  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:06/14/2024

  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.

  Dishonest Plumbing Company . Dishonest Unethical Plumbers are Hired here. Stay away because they will lie about the issue to swindle you to make thousands of dollars worth of REPAIRS you may never need.
  
  When my Sump Pump was working perfectly fine I was NOT informed that everything is Ok and good but instead scared to believe the fact that the entire Sump pump was damaged and needed replacement. I was handed a huge recommendation Charge for having it done that would cost me over four thousand dollars. Has been a year now and Not needed any of such repairs and Sump Pump is not had any issues till this day, knock on the Wood.
  
  But you may think why did I call Roto Rooter in the first Place to begin with ? It was because of a Gullible Family member that though sump pump was making a sound when spitting out water needed to be checked. So instead of ROTO ROOTER Plumber saying the Truth that it is fine lied and left a huge Dollars amount worth of expense to repair it instead.

  Business Response

  Date: 06/17/2024

  Roto-Rooter Corporate has been in continued contact with this
  customer regarding this concern. Email chain included in this response.
  
  Customer contacted Roto-Rooter due to concerns with their
  sump pump. During this scheduling call it was advised there is a $99 trip/service
  fee for a plumber. If services are accepted the $99 trip fee is waived in lieu
  of the repair costs. If services are not accepted the only charge would be the
  $99 trip/service fee. The customer accepted these terms and service was
  scheduled.
  
  Upon arrival the plumber found the sump pump operating
  improperly, i.e. continually running despite no source of water present to activate
  the pump/require pumping. Without water flowing to be pumped out, the motor of the
  appliance will burn out. This is a clear indication of pump failure so a proposal
  was given to replace the sump pump and check valve. It’s worth noting here, disassembly
  of the sump pump is not required when the pump motor is operating continually
  without a water source present.
  
  The customer declined the recommendation to replace the sump
  pump and was billed the $99 trip/service charge as agreed upon at scheduling.
  
  Roto-Rooter has reviewed the refund request and determined
  the customer is not eligible for a refund. Customer was only billed the trip charge
  which was agreed upon at scheduling. Recommendation to replace the sump pump is
  valid due to improper operation evidencing pump failure. Customer feels because
  Roto-Rooter did not disassemble the sump pump to locate exact mechanical
  failure, the trip charge should be refunded. In cases where pumps, ejector or
  sump, are running without a source present (water or sewage) the pump should be
  replaced vs repaired. Disassembly of a failing appliance is unwarranted.
  
  For these reasons, Roto-Rooter considered this
  complaint addressed. 

  Customer Answer

  Date: 06/19/2024

  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.

  Sump Pump has continued to operate optimally. Recommendations were made by a Dishonest Plumber which Roto Rooter stands for in favor of.  Recommendations showed a huge bill of thousands of dollars to be spent by navie householder who are immigrants in this country.  I am against fraudulent methods to trap gullible customers here is my main purpose to bring it to BBB Attention. Again the same exact sump pump is still functioning today!!! No one touched it and no repairs have been made to it. Then What was the huge expense Report for??? 
  
  
  Regards,
  
  
  
  **** *****
  
  

  Business Response

  Date: 06/28/2024

  RE: ACTION REQUIRED: You have received a customer comment from BBB serving Cincinnati regarding complaint #********
  External
  Inbox
  
  
  
  Our position stands and there will be no consideration for a refund for this customer. Please close this out…Thanks!