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:05/30/2024

  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.

  On 5/18/24, I broke off the shut valve to my bathroom sink. I had to shut off the main valve to my house to stop the flow of water in my bathroom. Once I shut off the main valve, I had no water in my house.
  
  The plumber from Roto-Rooter said he had to drain the line before he could replaced the valve which would be $437.32. But I should replace both valves and it would only be an additional $50.00 charge because the pipes would be drained.
  
  In fifteen minute, he changed both values. Then he told me to turn the water back on. I told him that he did not drain the pipes. He told me that he would give me a discount for not draining the pipes.
  
  Roto-Rooter took advance of my situation because I was a woman and a senior citizen.
  
  The discount that was given for not draining the pipes was $100.00. I ask for my old parts which replacement cost was $53.32. The replacement cost for the 2nd valve only cost $50.00. Why is the first valve replacement cost $284.00.?
  
  ProSenior's attorney advised me to dispute the charge on my credit card. My credit card company has issued a provisional credit for $387.32 to my account.
  
  A fair resolution is to pay for the service that was rendered. Roto-Rooter taking advance of a situation is unfair. If replacing the 2nd valve is $50.00 so should replacing the 1st valve be $50.00. With parts of $53.32 my bill should be approximately $153.32 for 15 minutes.

  Business Response

  Date: 06/10/2024

  Spoke with the customer, explained our position and how our flat rate pricing structure works. I apologized for the miscommunication with our technician and met her halfway on the bill which she found fair. Customer happy. Closing ticket.

  Customer Answer

  Date: 06/20/2024

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

• Initial Complaint

  Date:05/28/2024

  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 hired Roto-Rooter to replace the sewer lines under my slab house last fall. They performed okay. The pipes were repaired fine and the concrete was repaired but not really well done. I really have no issues with their work however the workers broke me corner toilet when they began work in the main bathroom. I had removed the toilet twice already with no damage done so it was avoidable. they accidentally broke it with their jack hammering. I was told by both of the workers and the work leader Darren to not worry about it because the company would reimburse me. I then bought a toilet from **** ***** and gave the receipt to Darren and kept a copy for myself. It was a cash sale. I paid them in full when the work was done and he claimed he had turned in the claim for $500.00 which was the cheapest corner toilet I could find and not as good as the one they broke. After asking Darren many times over the next few months he claimed he needed the receipt I had. I asked him to make me a copy when I gave him the second one since my printer was not working. After another round of calls over the next few months I heard the following. He claimed he handed in both receipts and when I spoke with the office manager he claimed he did not receive the receipt I paid them over $15,000 and they are fighting $500.00 for the property they broke. I have witnesses.

  Business Response

  Date: 05/29/2024

  I just spoke with *** ********.  We will discuss further tomorrow morning (customer was on the golf course).  The issue is that the "receipt" he provided is just a picture of the toilet with a price and not an actual receipt.  We will look into what was provided and customer is willing to go back to store he purchased from and work to get an actual final receipt.  I will update BBB again once we discuss further on 5/30/24.

• Initial Complaint

  Date:05/24/2024

  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.

  I am writing to file a formal complaint against Roto-Rooter for the unethical practices and poor workmanship exhibited during a recent service at my home. The details of my complaint are as follows:
  
  On 3/14/24 I contacted Roto-Rooter to address an issue with my water heater. During the course of their work, several alarming incidents occurred:
  
  1. **Unethical Practices to Obtain Business:** The technicians used high-pressure tactics to secure my business, promising quick and effective resolution of my water heater issue. However, their subsequent actions suggest that these promises were deceitful and made solely to gain my trust and business.
  
  2. **Dishonest and Unnecessary Work:** They cut a hole in my ceiling that was completely unrelated to the water heater issue. This hole was inexplicably located across the room from the water heater and was left exposed, causing additional unnecessary damage to my home.
  
  3. **Unneeded Equipment and Charges:** Roto-Rooter brought in dehumidifiers and ran them for at least three days. It has become evident that these dehumidifiers were not needed, suggesting an attempt to inflate the service charges unjustifiably.
  
  4. **Left My Home in a Mess:** The technicians left my home in a state of disarray, failing to clean up after their work. This lack of professionalism is unacceptable and added to the distress caused by the other issues.
  
  5. **Threatening Behavior:** Despite causing significant damage and failing to resolve the original problem, Roto-Rooter is now threatening to put a lien against my house to force payment for the damages they themselves caused. This is both unethical and unjust.
  
  I am seeking the following resolutions from Roto-Rooter:
  - A thorough investigation into the need for the dehumidifiers and a refund for any unwarranted charges.
  
  Thank you for your time and attention to this matter.

  Business Response

  Date: 05/29/2024

  Our lead technician was on this job. He stated that he cleaned, and he did a
  thorough job as always. He stated that he spoke to the customer multiple times
  throughout the job, as well as after. There were no complaints until the bill
  was sent. 

  Our lead technician cut out the affected drywall where the water had saturated and stained the
  ceiling to the point where it couldn't be dried in place. The customer made me
  aware of her concern, and we told her we would cut out the affected area. She
  was made aware of the work needing to be done. The customer shared what serve pro had
  planned to do. We told her we could perform the same work, as well as handle her
  plumbing.

  Customer Answer

  Date: 05/29/2024

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

• Initial Complaint

  Date:05/24/2024

  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.

  I wish to cancel my work order to replace a broken trap pipe on my main drain line.
  
  I believe the Roto Router tech failed to provide me with pertinent information about the work order, and misled me. I want to cancel this work order and have contacted a lawyer.
  
  On Thursday 5/23/24 my main drain line from my home **** ***** *****, ******** ** ***** backed up. I contacted Roto Rooter and they sent out Jeffrey D*****, Ticket: ******** / Branch: ***. He cleared the clog in the main line and told me that my main line was damaged and needed repair. I got the documents and signed them. After contacting my insurance company on Friday 3/24/24 morning I reviewed the documents to call and delay the work till the Insurance adjuster compeleted his tasks. Looking for a phone number (there was none but the national roto rooter number) I then saw that this replacement / repair was not for the entire main drain line but just the trap pipe at the curb. I also saw an emergency work order (this was NOT an emergency and Mr. D***** did not inform me that this documentation was in the quote that purports to have be surrender my rights under the Unfair Trade Practices and Consumer Protection Law. I had no prevsious knowledge that this was present and it was never conveyed to me that Mr. D***** had submtted this. The document also noted that Mr. D***** had showed me a video of the damage which he did not. I called the national number and they refused to give me a phone number for Mr. D***** or the branch. I said I wanted to either cancel or postpone my repairs until I spoke with my insurance adjuster. They said they would relay this to Mr. D*****. I then found a phone number from the branch who had called me on Thurs to confirm the appointment. I called and they said they would cancel the work order and send me a bill for the clearing of the clog but have not yet received any official notification that the work order is cancelled.

  Business Response

  Date: 05/29/2024

  Work order has been cancelled.

  Customer Answer

  Date: 05/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  While I am happy the work order has been cancelled. I had another Plumber do a video inspection of the main drain line and they did NOT find a detached or damaged trap which is what Roto Rooter wanted to charge me $7,350 for. So I believe that they committed a fraud.I would request that the company provide the video and photos they said they took but never showed me. 
  
  Regards,
  
  ******* ****
  

  Business Response

  Date: 06/26/2024

  Work order has been cancelled. Reached out to the customer via phone and left a message to ensure work order has been cancelled.

• Initial Complaint

  Date:05/23/2024

  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.

  Our sump pump failed and saturated our basement carpet/flooded the utility room so we unfortunately contacted Roto-Rooter.
  
  I currently await the return call of the manager of whichever office regarding negotiating my bill. I use "negotiating" loosely. They have blatantly charged me for work that was not done and more. I am willing to budge mildly on some things but, honestly, most of these items are egregious enough for me to take a firm stance on.
  
  Importantly, workers for the office spent all of 7 hours and 39 minutes to complete the job at my home, as verified by my home security. Yet they felt fit to charge me:
  
  8 hours for "Equipment Setup, take down, and monitoring (They justified this as my paying for their transportation when challenged.)
  
  3 hours of "Content Manipulation" as in moving my furniture despite not putting said furniture back when they were done.
  
  As mentioned and including the implied time to perform all other line items. How? The time to drive to and from my home already surpasses the time they could even have been here.
  
  And then they charge me to both steam clean the floors (fine) and then clean floors - light for ALL rooms. Why? No one has yet to give me justification for this. Is "light cleaning" not part of steam cleaning a floor? I asked for them to remove this duplicate, and was met with resistance.
  
  Probably the largest discrepancy is them charging me for an extra day of equipment usage when I have them, on camera, not arriving with most of that equipment (the dehumidifier was in place for 3 days, unlike the other equipment which was only in place for 2 and this was noted by me) until a day after they stated they had it in place.
  
  They grouped my stairs into my utility room (located behind it) and then charged me for the square footage of my stairway for cleaning, air movers etc. There was no water damage on my stairs.
  
  They want 5830.71. I suggest 4321.79 after removing the difference of the above factors.

  Business Response

  Date: 05/23/2024

  I have spoken with ** ******** and resolved this to his satisfaction.  If any additional information is needed please let us know.

  Customer Answer

  Date: 05/28/2024

  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:05/22/2024

  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.

  Called them to clear a stoppage and I was charged $800 to complete the job. Also, I didn't know the amount that it was going to be until after the job was completed. I was straightforward and told him “I didn't want to spend over $200 for this job!!” He told me $69 to snake the drain. I was completely shocked and numb when he gave me the receipt. After speaking to a supervisor she told me an invoice should’ve been presented to me, which it wasn’t. I believe I was ripped and after reading the reviews on Yelp I see others have the same story as I do. It no way it cost that much to snake a storm drain.

  Business Response

  Date: 05/23/2024

  We called customer and we resolve the invoice issue. Customer is happy.

  Customer Answer

  Date: 05/29/2024

  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,
  
  
  
  ****** ********

  5/29/24 customer called and stated the company knocked $100 off the final bill. He originally told the business he didn't want to spend more than $200 but the final bill was $800. Not entirely satisfied but he will accept their offer and will never use Roto Rooter again.

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Website and phone rep stated that the estimate to diagnose the possible leak in my home was free and tech arrives and charges me $250 to walk around my home with a flashlight and look for possible leaks. When I called back to inquire about the fee I was charged I was told by the phone rep that its free for him to come to my home but if he had to flush the toliet or get any tools from his van there is a fee for his time of being there.

  Business Response

  Date: 05/20/2024

  Reviewed the concerns with the customer and offered refund.  Customer satisfied. 

• Initial Complaint

  Date:05/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** ******
  ** ********* ****** ********* ** ***** ********************** ###-###-####
  
  May 16, 2024
  
  
  Subject: Complaint Against Roto-Rooter
  
  
  Dear Better Business Bureau,
  
  I am writing to file a formal complaint against Roto-Rooter regarding the unsatisfactory service provided to me and my 90-year-old grandmother. The incident in question occurred when we sought assistance from Roto-Rooter due to flooding issues in our basement.
  
  Upon initial contact, Roto-Rooter exhibited a sense of urgency and understanding towards our situation. However, after the evaluation and completion of the work, which we were assured would resolve the flooding problem, our basement flooded again just two days later. Subsequent attempts to address the issue were met with delays, excuses, and ultimately led to a lack of responsiveness from the company.
  
  Despite payment in full for the services rendered, there was a noticeable shift in Roto-Rooter's level of service post-payment. It became increasingly difficult to get in touch with a representative, and our concerns were brushed aside. We have been communicating with a Roto-Rooter representative named Tom, who now claims that the current issue is separate and requires an additional $5,000 for the installation of a sump pump.
  
  This sudden demand for more money, without a clear explanation or upfront disclosure of the potential costs, leaves us feeling taken advantage of. It appears that Roto-Rooter evaluated the initial work required, only to claim that subsequent issues are unrelated, thereby justifying additional charges. This lack of transparency and failure to address the root cause of the problem is deeply concerning, especially considering the financial burden placed on an elderly individual like my grandmother.
  
  I urge the Better Business Bureau to investigate this matter thoroughly and hold Roto-Rooter accountable for their questionable business practices. We believe that consumers deserve honesty, integrity, and fair treatment, which we feel has been lacking in our dealings with Roto-Rooter.
  
  Enclosed are relevant documents and records supporting our claim. I appreciate your attention to this matter and look forward to a swift resolution.
  
  Sincerely,
  
  ****** ******
  
  
  
  I hope this letter helps convey your concerns effectively. Let me know if you'd like me to make any changes or additions.

  Business Response

  Date: 05/17/2024

   When the customer called Roto-Rooter
  it was due to sewer water in the basement. When we went out and camera the main
  sewer line we saw blockages and possible broken pipe. We recommend as you can
  see on the excavation proposal “exploratory jackhammer” Exploritory means we
  cannot see past a section and Roto-Rooter does not know the condition of the
  remainder of the line since we cannot pass after a certain section. We had to
  expose the check valve in the basement.  And
  re-pipe up to 5 feet.  Once we finished the
  work we capped the sewer line and checked the line. Our plumbers noticed that
  ground water was connected to the sewer line.  When  Roto-Rooter
  received a call from a customer that they had water in their basement, it was
  inspected and the results were that it was ground water. Roto-Rooter would have
  not been able to diagnose this or prevent this since the initial issue was the
  main line and we could not see past a section. Tech Tom spoke to the customer on
  the phone and explained in detail that there was nothing Roto-Rooter would have
  been able to do since this issue was not present at the time we did the work. The
  customer has out-of-code plumbing that was done, where groundwater is connected
  to the main sewer line. This is a code violation. the only solution Roto-Rooter
  can offer is to install a sump pump to reroute water to  go outside the house. The customer was given a
  discount of 1,800 plus free clean-up and was only quoted $4000  to install the sump pump (labor and parts
  included.) As well as a free water clean from our restoration Department. The
  customer got very upset and threatened to go to BBB & Declined offers.
  

  Customer Answer

  Date: 05/21/2024

  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 your reply, all of the contents was accurate for the most part accept for the conversation that I had with Tom, as I previously stated Rota-Rooter was advised where the water was coming from that was flooding my basement and assured me that after they were finished I wouldn't be having a flooding issue knowing full well where the water was entering from, I feel that this should have been explained when the issue was initially accessed so that "I" the customer would have known what the out of pocket cost would be to my family instead what happened is once Rota-Rooter issue wasn't resolved they then stated that it was a "separate Issue" and of course there is an additional cost.

  Unfortunately when the Rota-Rooter representative told me that after they were finished I wouldn't be having the flooding issue anymore I believed him YES Rota-Rooter made a repair but I am still left with a flooding basement because I was over-trusting of a company and in the end I am left with the same problem I initially sought help for, being that there is no proof of the conversation Tom and I had in my basement and also the phone conversation we had where he told me and I quote "we are going to take care of everything" but what I suspect happened is he said that prematurely without speaking to his boss and once he did his boss more than likely said "NO"  Tom was clever though, I must admit he made sure with all the texting we did , that when he said "they would take care of everything" that it was on the phone not via text therefore there is no record so it comes down to my word against theirs, my family managed to fight tooth and nail to pay Rota-Rooter almost 12 thousand dollars they requested, we selected Rota-Rooter in good faith assuming that we were dealing with a company with the highest level of integrity and unfortunately that's not what we got I will never do business with Rota-Rooter again sadly this experience was extremely disheartening , as I said the customer service you receive pre-payment vs post payment is extremely different and being that I cannot prove the conversations Tom and I had therefore it's pretty much a win for Rota-Rooter but a lose for me unfortunately and though I know we probably wont resolve this issue but I would like for customers to beware.

   

   

   

   

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

  Business Response

  Date: 06/18/2024

  When the customer called Roto-Rooter it was due to sewer water in the basement. When we went out and camera the main sewer line we saw blockages and possible broken pipe. We recommend as you can see on the excavation proposal “exploratory jackhammer” Exploritory means we cannot see past a section and Roto-Rooter does not know the condition of the remainder of the line since we cannot pass after a certain section. We had to expose the check valve in the basement.  And re-pipe up to 5 feet.  Once we finished the work we capped the sewer line and checked the line. Our plumbers noticed that ground water was connected to the sewer line.  When  Roto-Rooter received a call from a customer that they had water in their basement, it was inspected and the results were that it was ground water. Roto-Rooter would have not been able to diagnose this or prevent this since the initial issue was the main line and we could not see past a section. Tech Tom spoke to the customer on the phone and explained in detail that there was nothing Roto-Rooter would have been able to do since this issue was not present at the time we did the work. The customer has out-of-code plumbing that was done, where groundwater is connected to the main sewer line. This is a code violation. the only solution Roto-Rooter can offer is to install a sump pump to reroute water to  go outside the house. The customer was given a discount of 1,800 plus free clean-up and was only quoted $4000  to install the sump pump (labor and parts included.) As well as a free water clean from our restoration Department. The customer got very upset and threatened to go to BBB & Declined offers.

  Customer Answer

  Date: 06/21/2024

  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.

   

  What's going on here is very simple, the service provided by Roto-Rooter in addressing the flooding issue in my basement. Despite the assurances given by Tom from Roto-Rooter during a phone conversation that the problem would be fully resolved, my basement continued to experience flooding after the completion of the job.
  
  
  I want to highlight that I did explicitly communicate the source of the water ingress to the Roto-Rooter team during their visit, but it appears that this information was not effectively taken into account. Furthermore, the verbal commitments made by Tom seem to have conveniently not been documented, leading to discrepancies in our expectations and the actual outcome of the service provided.
  
  
  I have brought up these concerns with Roto-Rooter and emphasized the importance of the assurances given to me by Tom. However, it is disappointing to note that these crucial points were not acknowledged in their response. It is concerning that such a significant investment of $11,000 has failed to deliver the promised result, especially for a senior citizen on a fixed income like my grandmother.
  
  
  Given the questionable track record of Roto-Rooter, as evidenced by my research into past customer issues, I am apprehensive about the likelihood of a satisfactory resolution to this matter. It is disheartening to feel as though Roto-Rooter is evading accountability by focusing solely on the work completed rather than addressing the unfulfilled promises made.
  
  
  I believe that if a substantial amount was paid in the expectation of resolving the flooding issue, it is reasonable to expect a lasting solution? The current situation where the problem persists despite the considerable investment is unacceptable and leaves me feeling unsatisfied with the service provided.
  
  

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

  Business Response

  Date: 06/28/2024

  When the customer called Roto-Rooter it was due to sewer water in the basement. When we went out and camera the main sewer line we saw blockages and possible broken pipe. We recommend as you can see on the excavation proposal “exploratory jackhammer” Exploratory means we cannot see past a section and Roto-Rooter does not know the condition of the remainder of the line since we cannot pass after a certain section. We had to expose the check valve in the basement.  And re-pipe up to 5 feet.  Once we finished the work we capped the sewer line and checked the line. Our plumbers noticed that ground water was connected to the sewer line.  When Roto-Rooter received a call from a customer that they had water in their basement, it was inspected and the results were that it was ground water. Roto-Rooter would have not been able to diagnose this or prevent this since the initial issue was the main line and we could not see past a section. Tech Tom spoke to the customer on the phone and explained in detail that there was nothing Roto-Rooter would have been able to do since this issue was not present at the time we did the work. The customer has out-of-code plumbing that was done, where groundwater is connected to the main sewer line. This is a code violation. the only solution Roto-Rooter can offer is to install a sump pump to reroute water to  go outside the house. The customer was given a discount of 1,800 plus free clean-up and was only quoted $4000  to install the sump pump (labor and parts included.) As well as a free water clean from our restoration Department. The customer got very upset and threatened to go to BBB & Declined offers.

  Customer Answer

  Date: 07/01/2024

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

   

  I am writing in response to the proposed resolution offered by your company following the recent work carried out at my residence to address basement flooding issues. I appreciate the efforts made by your technician, Tom, in performing the necessary repairs. However, I have concerns regarding the discrepancies in diagnosis and the subsequent unresolved problem I continue to face.
  
  
  During the initial consultation, I specifically pointed out the areas from which I believed the water was entering my basement. Despite this information being communicated to Tom, the subsequent work completed by Rota-Rooter did not effectively resolve the flooding issue. In addition, the assertion made in BBB correspondence suggesting sewer water as a cause of the flooding is inaccurate, as I have never experienced such a problem in my basement before.
  
  
  While I acknowledge the offer of free cleanup and the installation of a sump pump as a resolution, I must express my disappointment in this proposed solution. The initial cleanup services I paid for have proven to be ineffective, as my basement continues to flood after rainfall. Therefore, I believe a refund for the cleaning services is warranted, as the primary issue remains unresolved despite the work on the drain hole.
  
  
  It is disheartening to find myself in a situation where the problem persists despite the financial investment made in your services. Moving forward, I would appreciate a more comprehensive resolution that addresses the root cause of the flooding, as originally discussed. Clear communication and accurate diagnosis are crucial in ensuring customer satisfaction and long-term solutions. Rota-Rooter is seemingly denying the conversations that we had and clearly highlighting the work that they did do, they did repair a drain hole in my basement I am not denying that, but again why would I contact a company to rectify an issue and be left with the same problem? Logically this makes no sense and to add insult to injury as previously stated my grandmother is 90 years old and we paid them in full for them to rectify our problem and it has not been rectified, I would like the cleaning refunded so that i may go somewhere else being that we are still dealing with the flooding issues, regretfully I nor my family will never do business with Rota-Rooter again.
  
  
  I look forward to your prompt response and a mutually satisfactory resolution to this matter.

   

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

  Business Response

  Date: 08/05/2024

  When the customer called Roto-Rooter it was due to sewer water in the basement. When we went out and camera the main sewer line we saw blockages and possible broken pipe. We recommend as you can see on the excavation proposal “exploratory jackhammer” Exploritory means we cannot see past a section and Roto-Rooter does not know the condition of the remainder of the line since we cannot pass after a certain section. We had to expose the check valve in the basement.  And re-pipe up to 5 feet.  Once we finished the work we capped the sewer line and checked the line. Our plumbers noticed that ground water was connected to the sewer line.  When  Roto-Rooter received a call from a customer that they had water in their basement, it was inspected and the results were that it was ground water. Roto-Rooter would have not been able to diagnose this or prevent this since the initial issue was the main line and we could not see past a section. Tech Tom spoke to the customer on the phone and explained in detail that there was nothing Roto-Rooter would have been able to do since this issue was not present at the time we did the work. The customer has out-of-code plumbing that was done, where groundwater is connected to the main sewer line. This is a code violation. the only solution Roto-Rooter can offer is to install a sump pump to reroute water to  go outside the house. The customer was given a discount of 1,800 plus free clean-up and was only quoted $4000  to install the sump pump (labor and parts included.) As well as a free water clean from our restoration Department. The customer got very upset and threatened to go to BBB & Declined offer

  Customer Answer

  Date: 08/22/2024

  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.

   

  While I understand that Roto-Rooter has offered a free cleanup, I believe this offer does not address the core issue at hand. The original cleanup that was performed, for which I paid a little over $6,000, failed to prevent further flooding in my basement just days after its completion. The fact that water intrusion occurred again immediately after the cleanup raises serious questions about the effectiveness of the service provided. 
  
  
  Your assertion that Roto-Rooter was unable to foresee the groundwater problem during the initial service, due to limitations in visibility, is understood. However, this does not absolve the company of responsibility for the ineffective cleanup that was intended to resolve the original flooding issue. A refund is being requested for the initial cleaning service, given that it did not serve its intended purpose, seems justified.
  
  
  I also acknowledge your offer of additional services, such as the sump pump installation and further cleanup. However, I am primarily seeking a reimbursement for the initial clean-up which only lasted for a few days.

   

  Thank you for your ongoing communication regarding my concerns with Roto-Rooter. However, I must express my frustration with Roto-Rooter's repeated assertions that suggest my issues are being adequately addressed when, in fact, they are not.
  
  
  While I appreciate the offer of a sump pump installation, pricing it at $4,000 is not a feasible solution for me, especially when you consider that the initial cleanup service I paid over $6,000 for ultimately failed. It is unacceptable for Roto-Rooter to suggest a supplementary service while the first service did not effectively resolve my flooding issue.
  
  
  Moreover, I feel misled by Roto-Rooter’s assurances that my basement would not flood again after the initial cleanup. This claim would only be valid if a thorough assessment of the cause had been performed. The hurried approach taken by your team seems to prioritize payment over a proper diagnosis and resolution of the issue. Consequently, I'm left in the same predicament I was originally in, which is extremely disappointing.
  
  
  I am requesting a refund for the initial cleanup service, as it did not fulfill its intended purpose and has left me with ongoing problems. I hope we can resolve this matter promptly.
  
  
  Thank you for your attention to this matter, and I look forward to your response.
  
  

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

  Business Response

  Date: 09/17/2024

  When the customer called Roto-Rooter it was due to sewer water in the basement. When we went out and camera the main sewer line we saw blockages and possible broken pipe. We recommend as you can see on the excavation proposal “exploratory jackhammer” Exploritory means we cannot see past a section and Roto-Rooter does not know the condition of the remainder of the line since we cannot pass after a certain section. We had to expose the check valve in the basement. And re-pipe up to 5 feet. Once we finished the work we capped the sewer line and checked the line. Our plumbers noticed that ground water was connected to the sewer line. When Roto-Rooter received a call from a customer that they had water in their basement, it was inspected and the results were that it was ground water. Roto-Rooter would have not been able to diagnose this or prevent this since the initial issue was the main line and we could not see past a section. Tech Tom spoke to the customer on the phone and explained in detail that there was nothing Roto-Rooter would have been able to do since this issue was not present at the time we did the work. The customer has out-of-code plumbing that was done, where groundwater is connected to the main sewer line. This is a code violation. the only solution Roto-Rooter can offer is to install a sump pump to reroute water to go outside the house. The customer was given a discount of 1,800 plus free clean-up and was only quoted $4000 to install the sump pump 

  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.

   

  While I understand that your technicians performed an excavation and attempted to address the initial blockage, it is clear that the solution provided did not resolve the ongoing flooding issue in my basement. I appreciate that you have diagnosed the connection between groundwater and the sewer line, but this was not communicated clearly prior to the work being done. At no point during our initial discussions did I understand that the plumbing situation was a code violation and would result in continuous flooding.
  
  
  The fact remains that my basement continues to flood despite the work performed, which contradicts the assurance I was given that the issue would be resolved. The free cleanup does not address my immediate concern of flooding, and I am not receiving the service I was led to believe would be provided. I am requesting a refund specifically for the cleaning, as it seems to be a standard procedure to clean the area after the work, even if the flooding persists.
  
  
  Furthermore, I would like to emphasize that the proposal for a sump pump installation at an additional cost is not a satisfactory resolution. This should have been part of the original assessment and proposal based on the condition of my property. 

  It seems that the underlying problem leading to the flooding was not adequately diagnosed or addressed. I understand that not every situation has a straightforward solution; however, I believe that if your team was unable to resolve my flooding issue, it may have been better to refrain from attempting a repair. The continued flooding has caused additional damage and stress, which could have been avoided with a more thorough assessment.

  
  
  I hope that we can reach an amicable resolution regarding my request for a refund of the cleaning, as the work completed has not rectified the situation as promised. 
  
  
  Thank you for your attention to this matter. I look forward to your prompt response.

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

  Business Response

  Date: 09/20/2024

  When the customer called Roto-Rooter it was due to sewer water in the basement. When we went out and camera the main sewer line we saw blockages and possible broken pipe. We recommend as you can see on the excavation proposal “exploratory jackhammer” Exploritory means we cannot see past a section and Roto-Rooter does not know the condition of the remainder of the line since we cannot pass after a certain section. We had to expose the check valve in the basement. And re-pipe up to 5 feet. Once we finished the work we capped the sewer line and checked the line. Our plumbers noticed that ground water was connected to the sewer line. When Roto-Rooter received a call from a customer that they had water in their basement, it was inspected and the results were that it was ground water. Roto-Rooter would have not been able to diagnose this or prevent this since the initial issue was the main line and we could not see past a section. Tech Tom spoke to the customer on the phone and explained in detail that there was nothing Roto-Rooter would have been able to do since this issue was not present at the time we did the work. The customer has out-of-code plumbing that was done, where groundwater is connected to the main sewer line. This is a code violation. the only solution Roto-Rooter can offer is to install a sump pump to reroute water to go outside the house. The customer was given a discount of 1,800 plus free clean-up and was only quoted $4000 to install the sump pump 

  Customer Answer

  Date: 10/03/2024

  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.

  While I understand that your technicians performed an excavation and attempted to address the initial blockage, it is clear that the solution provided did not resolve the ongoing flooding issue in my basement. I appreciate that you have diagnosed the connection between groundwater and the sewer line, but this was not communicated clearly prior to the work being done. At no point during our initial discussions did I understand that the plumbing situation was a code violation and would result in continuous flooding.
  
  
  The fact remains that my basement continues to flood despite the work performed, which contradicts the assurance I was given that the issue would be resolved. The free cleanup does not address my immediate concern of flooding, and I am not receiving the service I was led to believe would be provided. I am requesting a refund specifically for the cleaning, as it seems to be a standard procedure to clean the area after the work, even if the flooding persists.
  
  
  Furthermore, I would like to emphasize that the proposal for a sump pump installation at an additional cost is not a satisfactory resolution. This should have been part of the original assessment and proposal based on the condition of my property. 
  It seems that the underlying problem leading to the flooding was not adequately diagnosed or addressed. I understand that not every situation has a straightforward solution; however, I believe that if your team was unable to resolve my flooding issue, it may have been better to refrain from attempting a repair. The continued flooding has caused additional damage and stress, which could have been avoided with a more thorough assessment.
  
  
  I hope that we can reach an amicable resolution regarding my request for a refund of the cleaning, as the work completed has not rectified the situation as promised. 
  
  
  Thank you for your attention to this matter. I look forward to your prompt response.

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

  Business Response

  Date: 10/07/2024

  Roto-Rooter stands by what we wrote previously: 
  When we went out and camera the main sewer line we saw blockages and possible broken pipe. We recommend as you can see on the excavation proposal “exploratory jackhammer” Exploritory means we cannot see past a section and Roto-Rooter does not know the condition of the remainder of the line since we cannot pass after a certain section. We had to expose the check valve in the basement. And re-pipe up to 5 feet. Once we finished the work we capped the sewer line and checked the line. Our plumbers noticed that ground water was connected to the sewer line. When Roto-Rooter received a call from a customer that they had water in their basement, it was inspected and the results were that it was ground water. Roto-Rooter would have not been able to diagnose this or prevent this since the initial issue was the main line and we could not see past a section. Tech Tom spoke to the customer on the phone and explained in detail that there was nothing Roto-Rooter would have been able to do since this issue was not present at the time we did the work. The customer has out-of-code plumbing that was done, where groundwater is connected to the main sewer line. This is a code violation. the only solution Roto-Rooter can offer is to install a sump pump to reroute water to go outside the house. The customer was given a discount of 1,800 plus free clean-up and was only quoted. 

  PLEASE NOTE we are still willing to do the work plus a free clean up at a very discounted rate. But no refund will be given. 

   

   

  Thank you! 

• Initial Complaint

  Date:05/13/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My encounter with Roto-Rooter for water damage restoration services was an utter nightmare from start to finish. Firstly, the bill I received was outrageous at $4,134. Upon reviewing the charges, it was evident I had been grossly overcharged.
  After discovering flooding in my basement at late night on Apr 7, 2024, I contacted Roto-Rooter early next morning. Their plumber replaced a sump pump, which I paid $1,080 out of my pocket, draining a mere 3 inches of clean ground water. By this time there was no standing water on my basement floor. Then came the quote from Chris F*******, their salesperson of water damage restoration service, estimating an additional $3,000 - $4,000 for complete restoration. However, the service didn't come until two days later on April 10 due to their busy schedule. In the meantime, my friends and I handled much of the cleanup including vacuuming any residual water, pulling off and hauling away carpets, cleaning and reorganizing the basement. By this time, the only thing my basement needed was anti-fungal agent application and drying fans and dehumidifier to prevent mold growth. I communicated this with the roto-rooter salesperson, and he asked me to let them at least dry the basement. So I said Ok.
  *Overcharging: The final bill was $4,134, significantly higher than the initial estimate $3-4K, for services that were either not provided or misrepresented.
  * Wrong case class category: they used Categiry 2 and Class 3 for Category 1 clean ground water damage
  *Delayed Service: Despite urgent need, the water damage restoration service was delayed by two days, during which most of the cleanup was handled personally.
  *Billing Practices: The salesperson, Chris F*******, admitted to common overbilling practices, charging close to the insurance cap.
  *Service Quality: The dehumidifier was turned off too soon at a humidity level of 74%, risking mold growth. Jason M*******, the sales manager, was dismissive when concerns were raised.

  Business Response

  Date: 05/13/2024

  We apologize for the inconvenience. The customer pointed out an error with the final bill, which was immediately adjusted. We did leave our equipment a couple days longer at no charge. The equipment was turned off due to the fact that the customer was out of town for an extended period and we had no access to the house.

• Initial Complaint

  Date:05/11/2024

  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.

  Had Roto Rooter out month before to fix problem with pipes. Paid just over $2000. Two days after "warranty" had backup problems again, and they want to charge us and additional $2400.00 and problem was not even fixed by them the secon time. Had to call another company out to fix it. Looking to get refund of $2400 for second wasted trip.

  Business Response

  Date: 05/13/2024

  customer disputed charge on credit for service. They did not give us the chance to address their concerns before hiring another company to do the work. effort to reach the landlord were not successful in order to do a full line video inspection

  \

  Customer Answer

  Date: 05/14/2024

  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.  The technician did not fix the problem and told us that he did not know what else to do.  The only way to get him to leave the job was to sign the receipt.  At over $2000/hr we did not want him there any longer.  They did not try to contact us, in fact, when we contacted them, they did not seem to care that they were out to fix the job 32 days prior and had not fixed it correctly.  With the whole building's business on hold due to the water issue, we had no choice but to call another company to come out to fix the problem.  Roto Rooter technician had stated that he did not know what else to do or how to fix it.  We are not looking for a full refund, only the second charge.  We paid the first invoice on 2/17/24 in the amount of $2081.25 , and have not disputed it even though the job was not done properly.  It is the second bill we are disputing.  After the first time out, (although we did not know it wasn't fixed correctly) we were able to have the building up and running within a couple of hours of the tech being there.  The second time, there was absolutely no difference from when he arrived to when he left. After calling the office and a couple of different employees, we were told that they would do nothing for us as far a warranty or pricing and were certainly never told about further camering needing to be done.  
  
  
  Regards,
  
  
  
  ***** *********
  

  Business Response

  Date: 08/17/2024

  Roto-Rooter will not be refunding customer. We charged the flat rate at time of service and removed blockage.  Customer sought services elsewhere without allowing Roto-Rooter the opportunity to provide a resolution to a compromised pipe. 

  Customer Answer

  Date: 08/20/2024

  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 Consumer should never have to accept extraneous hourly charges due to inexperienced technicians. You claim above that I seeked services from another company instead of going back to you however your technician and local manager told me to go elsewhere because you all thought that the issue was not on my property and the town was responsible. This was absolutely false. Your inexperienced technician was NOT knowledgeable enough to identify the problem and wasted a lot of time on location while I was left having to pay for his time. A reputable company would reimburse me for this, is Roto-Rooter a reputable company that is willing to acknowledge that you made a mistake?

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

  Business Response

  Date: 08/27/2024

  Roto-Rooter provided a service and charged the customer the flat rate to clear a blockage in the line; not to make a repair to the line. Initial complaint is that we did not repair the line.  Jetting services do not repair lines, they clear blockages. Customer signed invoice both authorizing the service and after services were provided.

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

  Customer Answer

  Date: 09/28/2024

  Roto Rooter initially came out and cleared the clog in the pipes. Water usage was restored to building.  We were given a " warranty' for their work done.  32 days after clog was suppsiedly cleared, we could not use any water in the building again.  Roto Rooter was called out a second time.  We were told that they would not honor thier warranty as it was 2 days after their time frame. This time, after a couple of hours the technician stated that he did not know what else to do and could not get the clog to clear. The building owner and a tennant were helping the Roto Rooter tech the whole time he was here, even pointing out to him at one point that he was clearing the pipe in the incorrect direction.  When he left our builiding, we were NO better off than when he first came.  Even though nothing was fixed on their second trip out, they still charged us $2400.  Needing use of water, we called another company the next day.  They came out and cleared the clog in a short time and we have not had a problem since.  We never stated that we expected Roto Rooter to fix an actual pipe, rather get rid of the clog.  We are not denying the first payment made to them as we did have the ability to use the water after the first tech left ( albeit for only 32 days).  The second trip did not get rid of any clog at all, so this is why we are disputing the claim of the second charge.  We really feel that being only 2 days after their warranty, we should have been covered .

  Thank you for your help with this

  Business Response

  Date: 10/14/2024

  upon recent review the pluming manager  extends a refund of 1030.00 to the customer.

  Customer Answer

  Date: 10/31/2024

  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,
  
  
  
  ***** *********
  

  Business Response

  Date: 04/24/2025

  I don't show that we have ever serviced this address. Please provide me an invoice number so I can look further into this.

  Pat S******

  Customer Service Manager

  Customer Answer

  Date: 05/29/2025

  
  We have an extensive amount of back and forth against Roto Rooter.  As you can see in all of our correspondence with both BBB and Roto Rooter.  It was decided that they would refund us $1000 .  When I had not received the refund, I contacted BBB.  They were going to look into it, and now I'm hearing that there's not enough information, and it is being closed?  Really not sure what is going on here.  If someone could please contact me, I would appreciate it.
  
  Thank you 
  ****** *********
  ###-###-####

  Business Response

  Date: 06/17/2025

  Customer disputed charge on credit for service. They did not give us the chance to address their concerns before hiring another company to do the work. effort to reach the landlord were not successful in order to do a full line video inspection; the jet service done both times is not to correct issues but to get line flowing and offer a longer term solution.  We were not given the chance to offer that solution and customer opted to go to another company