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

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

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  1130 140th Ave NE Suite 305 Bellevue, WA 98005

• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

• 

  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:06/12/2024

  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.

  A tree fell on/into my house and burst an AC pipe causing water damage to 3 floors, I called Roto Rooter to come and fix it, the sales people told me that Roto works directly with my insurance so no need for me to worry about organizing/distributing payment, they work closely with my insurance provider particularly and they know how it works. Great. Fast forward now only a month and a half later I receive an email out of the blue Roto is threatening a lien on my house in the next 24-48hrs! Furthermore, they have not worked with my insurance at all, in fact my insurance only issued a partial payment (although a majority payment, some line items were not approved and Roto has failed to speak with my insurance at all). This is the first I’m hearing of their intent to lien and surely not sufficient notice. Further still, Roto will not accept a majority payment, only a payment in full or else a lien. No attempt or effort to resolve the account, I have pleaded all day for a solution and they have refused every effort. Roto is refusing a majority payment & threatening a lien within 24-48hrs despite no notice, refusing all attempts from me to resolve the account. Further more the invoice contains erroneous information, which I have alerted to them and they have failed to correct. A rather large error being the wrong category water; AC water is a category 3, perhaps if they billed the correct category they would receive the payment they desire. Additional line items involve exaggerated square footage, fraudulent charges such as covering furniture, moving furniture, resetting kitchen appliances. Charging to remove a mirror from a wall, but they broke the mirror removing it & are charging me for that? And they did not dispose of the broken mirror either. After hours charges for all sorts of things but the workers stood around on their phone for hours, I had to keep checking in on them. My appointment was in the morning. If they didn’t sit on their phones they would’ve be done.

  Business Response

  Date: 06/28/2024

  Damien E****, Manager spoke with customer and explained Roto-Rooter Process. Customer paid balance and account is paid in full.

• Initial Complaint

  Date:06/11/2024

  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.

  Roto Rooter provided water mitigation service in April 2024. I had no issue with the service at all. I received a bill for just over $4000 and sent a check through the mail which was cashed early May 2024. My insurance paid roto rooter directly so I reached out and they told me they issued a refund via the mail may 14th and it would take 2-4 weeks to be received. It has been 4 weeks and still have not received my refund.

  Business Response

  Date: 06/12/2024

  This email was sent to the customer on 6/12/24

  Hello,
  
  I
  apologize for the delay I was waiting to hear back from our accounts payable
  department. The request to issue your refund was submitted on 5.14.24 and per
  our accounts payable department the check was mailed to you on 6.7.24.
  Unfortunately, we do not have control over how fast our accounts payable
  department process their requests. Please reach back out to us if you do not
  receive the refund by 6.21.24, we apologize for any inconvenience this may have
  caused.  
  

  Thanks,
  
  Daisha S*******
  Water Restoration Claims
  Coordinator 
  Roto-Rooter Services
  Company
  ******** ********* *****
  ###-###-####
  

  Customer Answer

  Date: 06/13/2024

  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. 
  

  Figured out the check was sent to my old home address which my father currently resides at so I'll get the check from him. 

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

• Initial Complaint

  Date:06/11/2024

  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 had Roto-Rooter come out on memorial day weekend. The clog came back three weeks later since the first time they said, they were unsure what the clog was, but they had a feeling it was roots. So we had Roto-Rooter come back in again yesterday on June 10, 2024. Roto-Rooter stated that we did not have a drain plug installed in front of our house so therefore they were gonna have to pull our toilets to snake our drains out to the sewer because we didn’t have one installed. They then quoted us $6500 to have a new drain plug installed since we didn’t have one. I told him I’d rather have a second opinion so upon calling the second plumber he told me that I do have a drain plug and over the phone was able to tell me exactly where my drain plug is located, the phone went outside and found my drain plug within five minutes. Roto-Rooter charged me $720 and they said that it was an up charge due to them having to pull my toilets and not having a drain plug solved in front of my house which turns out I do have a drain plug installed in front of my house. We have brought these complaints to Roto-Rooter for them to insinuate that we are lying. The general manager Aaron gold told me yesterday that he was gonna make some phone calls and he would give me a call back. I am yet to hear back from Aaron. We were told by a receptionist that the camera technician was supposed to show us what she found on the camera. She did not offer to show us what she found on the camera. Our technician Jeffrey stated that he could sit there for another hour and clean out the pipes, he’s not gonna spend that time getting rid of the clog, then told us that our six month guarantee is pulled. The receptionist told us that our technician does not have the power to pull guarantees and that would be her job, so we were lied to by our technician. It has been a terrible experience. They spent a total of 8 hours at my house. The second plumber was 30 minutes, $175, and he pulled the clog out and showed it!

  Business Response

  Date: 06/12/2024

  Issuing refund of $720.82 back to credit card.

• Initial Complaint

  Date:06/07/2024

  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.

  I chose this company to fix a minor leak under my sink they came out and asked me to sign a paper stating that it was to acknowledge that I am giving permission to do the repairs so I signed it the technician diagnosed the wrong problem two weeks later I noticed water in my floor open my cabinets and puddles of water mold everywhere and my cabinets are damaged I called the company and they sent someone out to fix the problem and the new technician stated that at was caused by bad work so the supervisor came out and seen the damage they told me someone will be reaching out to me and I never got a call I’ve been trying to call them and can’t get a response just got a estimate for my cabinets and it’s almost 5,000 to fix I feel like a sorry how can we fix this would have been great but to not respond at all is bad business I would really love help to get a solution

  Business Response

  Date: 06/10/2024

  We are researching and attempting to respond based upon our findings. 

• Initial Complaint

  Date:06/06/2024

  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.

  On 6/6/24, I hired roto rooter to unclog my bathroom drain. After the plumber was finished. I filled up the tub with water and let it run down the drain. While the water was running the plumber and I together checked the basement. I wanted to make sure there was no damage to my pipes or no leaking.
  
  After the plumber left, I went to clean the bathroom, turned on the water and went into another room where I can hear water dripping. With the water running I went down to the basement where water was leaking from the tub--I did not know what the plumber did when he went back to the bathroom.
  
  The plumber left at 3:04 pm. At 3:47pm I immediately called Roto-Rooter and ask that someone be sent out immediately. I called again at 4:28pm. No one came until 5:19pm--The tech was Michael. I showed him where the bathroom was and so as to not cause further damage to my property, I asked him to go to the basement and I would turn the water on. Following him, I directed him to where the tub is. Then he started walking around my home not asking if it was ok. I asked what he was looking for he said he wanted to see my plumbing. I had not turned on the water and no water was leaking.
  
  I said that was not necessary and he had no reason to be looking around my house, he got offended and said he can't deal with this, he had to leave. I was at the bottom of the stairs so he could not go pass me. I said, I need to get someone on the phone. He insisted that he had to leave.
  
  At 5:23pm I called again and Elwin transferred me to a voicemail. I called 2 more times before I got Hundo who transferred me to Erin's, Michael's supervisor who said he was not sending anyone out to fix the problem. I had to get another plumber.
  
  1. Roto Rooter has caused water and other damage to my property.
  2. They inconvenienced me because I missed an important appointment and no one can bathe
  3. Roto Rooter tech, Michael and Erin, manager were disrespectful and uncaring, as though I was asking for free services.

  Business Response

  Date: 06/07/2024

  RRSC performed a drain cleaning. The line was open and running and that was what was charged to the customer. A different technician went to the customer's house to address her concerns. While looking for possible leaks the customer became aggressive with our technician. The technician tried to leave at this time however, the customer blocked him from leaving and said she was going to call the cops. Our technician asked her to call so that he could leave. She eventually let him leave and he called me immediately after this happen. RRSC will not be sending another technician out to the residence. RRSC will not be refunding due to the fact that work was performed for a clogged line and it is now draining. 

  Customer Answer

  Date: 06/07/2024

  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 a video of the water leaking from my tub, no where else. Micheal, 2nd tech did not wait for me to turn on the water instead he started walking around my property. I threatened to call the cops cause he was sent to resolve the problem caused by the company. Instead he got mad when I asked him what he was looking for. I also asked him to wait till I call the office. Currently, I am without a shower waiting on another company to rectify what Root-router broke.
  
  
  Regards,
  
  
  
  ******** ******
  
  

  Business Response

  Date: 06/26/2024

  We would consider a partial refund only. Our tech cleared the drain as expected. If another leak was there, we would have not known that. Our tech was trying to inspect, but the customer was aggressive and demanding to our tech. "Aaron", not "Erin", was aware of the situation at the time.

  Customer Answer

  Date: 07/04/2024

  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.

  Thank you for understanding my pain points. I am rejecting the complaint because no $ amount was offer to me. I agree that the tech did clear the drain, however, there was no leaking before he came nor after he cleared the drain. 

  Because he cleared the drain, which was an issue, I am requesting a refund of $238.00 for the inconvience and damages done to my property.  Thank you.

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

• Initial Complaint

  Date:06/05/2024

  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 raw sewage backup occurring on drains that are exterior to our house. On April 4, 2024, Roto Rooter came to investigate, clear, and snake the drains. Upon arrival, we told them of the issue, and explained to the tech that we have a backflow preventer valve that is in place and interior to the house. Despite our efforts to explain and inform the technician, he chose to snake the drains by going through the first-floor toilet, which would then by necessity go through the backflow preventer valve.
  
  It is common practice and known protocol by plumbers to remove the backflow preventer flapper in order to not damage it during snaking. Despite this, the Roto Rooter technician proceeded to snake through the valve against our instructions, and broke the valve. On a subsequent heavy rain, we then had raw sewage overflow into our house because the backflow preventer had been broken by Roto Rooter. When Roto Rooter came out to inspect the sewage backup inside the house, that tech (a different one) acknowledged that the backflow valve flapper had been broken by the previous snaking attempt.
  
  All we want is our money back. We have attempted to request our money back and resolve this issue on multiple attempts. We have spoken to or left voicemails on the following dates: 4/17, 5/2, 5/6, 5/8, 5/14, 5/21, 5/22, 5/23, 5/28, 5/30, 5/31, and 6/4. We have not received any substantive response on these attempts, other than to say that they will talk to their manager and get back to us. And then we don’t get a call back. When we try again, the person either vaguely recalls the issue and says they need to look into it again, or says they’ll talk to the manager and get back to us. Which, again, does not happen.
  
  We subsequently engaged another plumber who confirmed that Roto Rooter improperly snaked the drain causing the backflow valve to break. All we want is our money back, and despite many attempts at resolving this issue, they have been unresponsive and dismissive.

  Business Response

  Date: 06/07/2024

  Good afternoon **** *****,
  
  Roto-Rooter performed a drain cleaning on April 4th,
  2024 with said drain cleaning you signed a Hold Harmless. I’ve included in my response
  a copy of the signed release for your review. As you mentioned in your
  complaint you feel Roto-Rooter should refund you for services rendered for the
  damage to the back water valve located inside your crawlspace. After discussing
  with the technician who performed the service, he stated the back water valve
  was not mentioned. We did send another technician out to review the device with
  said damage. At this point we verified that the back water valve was located
  inside a crawl space that was not accessible unless crawling inside the
  confined space. Photos were taken right outside the entrance and reviewed and determined
  to not be readily accessible. Due to said installation the Hold Harmless releases
  Roto-Rooter from any damages to such device and or property.

  Rebekah S****

  Roto-Rooter

• Initial Complaint

  Date:06/05/2024

  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.

  The technician from Roto Rooter outright lied to me and tried to charge me $7,000 for what the borough and local plumbers fixed for free! I had a clogged waste pipe that was causing bubbles in a downstairs bathroom. The roto-rooter tech charged $800+ to snake and video the line, and claimed I had pipe damage from a tree. I asked him specifically if he checked the other direction and he said, "the street's fine." He also warned me that the problem would return in a couple days and it wasn't even a day before the tenants called that it was worse. I called a local plumber who has provided me with a video that the pipes are completely intact and fine. There is some slowing due to lack of slope at the curb, but absolutely no need to do a $7k repair job. They called the borough and snaked 1 ft the other direction and the clog was broken, problem solved, and no charge.
  This complaint is because the tech outright lied about the problem, didn't attempt to actually solve the problem and charged me for over $800 for 15min of looking like he was doing something.

  Business Response

  Date: 06/21/2024

  position explained to customer. customer declined repair on damage sewer line. not able to clear for Free. 

  Business Response

  Date: 07/08/2024

  Per J**** W****, after discussion, the customer has been refunded for the service charge to settle the complaint. Customer is satisfied.

  Customer Answer

  Date: 08/23/2024

  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:06/03/2024

  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 Roto-Rooter to come out to our home to clear out a clogged pipe. The charge was $745. The rep (Thomas Diaz) also stated that it would be wise to have all our pipes cleared. The additional cost was $4500. My fiance negotiated a lower price ($3200) once the Roto-Rooter team got their equipment stuck in our system. They were supposed to return the next business day to finish the work, but they reneged and only returned to retrieve their caution tape and stakes surrounding our septic tank. Two weeks later, I'm still waiting on a return of the $1600 charge to our credit card that was a 50% deposit for that extra work. This doesn't appear to be a reputable company at all.

  Business Response

  Date: 06/03/2024

  When we returned to complete the work, the customer wanted more services for same negotiated of $3200. We inform the customer that we couldn't do that and he told us to leave his property. We apologize for the delay on the $1,600 refund, and will insure that it is processed asap.

  Customer Answer

  Date: 06/04/2024

  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.
  

  Roto-Rooter never provided me with any kind of paperwork (signed by me or unsigned) for the $3200 job...which they billed 50% to my credit card on 5/18/24, so how can they say we were requesting more services than what was agreed upon when they showed up the next business day to do the work? They can't prove their statement. It is a lie. How can any company charge you $1600 without providing a signed contract or agreement? I'll say it again: Roto-Rooter is not a reputable company. 

  The manager of this location called us yesterday to say he would be refunding the $1600 payment immediately. As of this morning (the next day), there is still no credit showing on our credit card statement. Time will tell if this refund will be received. 

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

  Business Response

  Date: 06/26/2024

  We gave customer a proposal (05/18/2024) that was signed and agreed with by both parties, the day work was going to start they wanted some additional work to be preformed, they were not happy with additional cost of the change order and decided to stop all work and requested a refund of their 50% deposit (1600.00) which was refunded on 06/04/24

• Initial Complaint

  Date:06/01/2024

  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.

  a tornado warning and heavy rain caused one of my downstairs drains to clog. I had at least half a foot of water in the basement. I paid the plumber about $400 to snake the drain but then I had to hire same company to bio spray. They could not give me a specific price to spray about 500 ft.² two rooms and a small garage, no closets. I told them I am not going to cut the wall because there’s no insulation in there and most of the walls were concrete anyway, but they tore off the whole baseboard and threw it away leaving the wall ripped up. (I had told them to just check for asbestos) They also removed the plastic from the walls that they had taped and the paint came off. They left a lot of mud on the floor and didn’t clean it up properly. They left the carpet and they tried to charge me $5000 which is exactly what the insurance paid. The general manager has not yet called me back and I have been waiting because I don’t think paying more than $4000 is warranted

  Business Response

  Date: 06/03/2024

  **** and I spoke and reached a mutual agreement on the amount owed to us for completed work at his residence. All parties are satisfied with this result.

  Customer Answer

  Date: 06/07/2024

  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,
  
  
  
  **** ******

  Per consumer 

  The consumer is happy and the business and has since resolved his issues 
  
   

• Initial Complaint

  Date:05/31/2024

  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 contacted Roto-Rooter 2/20/24 due to a leak in my basement. A plumber was sent on 2/21/24 to identify the source and repair the issue. He found that a check valve in the wall became disconnected and corrected it. He also looked at the sump pump and I asked him to replace the sump pump since it was over 12 years old and would probably need to be replaced soon. He had issues replacing the pump and noted that there was a lot of gravel in the pit, but eventually replaced the pump. On 3/9/24, there was an issue with the sump pump connection that he had replaced becoming disconnected. Roto Rooter stated that they would come to look at it that night, but did not. They sent a plumber 3/10/24. The plumber on 3/10/24 identified that check valve became disconnected because of the gravel issue/positioning of the pump. He also noted that the back up pump had not been replaced and was leaking into the pit. He stated that he needed a few days to determine the best way to resolve the issue and that I would be contacted by the end of the week. No one from Roto-Rooter had contacted me by the end of the week. I contacted Roto on 3/18/24 and was told I would receive follow up the next day. No one called. I called multiple times with no response and then contacted corporate. I finally received a return call 4/15/24 and was told that they would charge me $600 for the back up sump pump to be replaced and the gravel in the pit to be adjusted to prevent future disconnections. The plumber was supposed to arrive 4/19/24 8am to complete the work. At 10am, he still had not arrived so I called again and was told that he would not be coming and that they would try to have him arrive Monday. Monday 4/22 I received a voicemail stating that they would reschedule. It is now 5/31/24 and RotoRooter has been non-responsive. I am unable to complete the other work that needs to be done in the basement. I would like this resolved ASAP and a formal apology from the company.

  Business Response

  Date: 06/11/2024

  Coordinated with customer to set up new appointment. Had new tech go out and redo work and got everything working properly. Customer is satisfied with the work, and everything is in working order.