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

  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

• 

  Roto-Rooter Plumbing & Water Cleanup

  1130 140th Ave NE Suite 305 Bellevue, WA 98005

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:05/11/2024

  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

• Initial Complaint

  Date:05/10/2024

  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.

  Elderly Abuse …. Run
  I woke up to a leak in my front yard as I headed out of town. My wife called Roto Rooter as she left for work to come give us a quote. They said they only needed someone there to greet them when they arrived. So we had my 85 year old, legally blind, suffering from dementia mother, who lives next door, meet them outside so they could begin with their estimate. They never called us for a quote. Instead he replaced one section of pipe (which was only 4 ft. long), and a shut off valve (which he said was broken but was not) and charged a whopping $6,500. He walked next door and demanded payment from my blind mother. NO APPROVAL WAS GIVEN!!!! NO PHONE CALL WAS MADE!!! My mother, who isn’t mentally with us anymore, gave them her credit card and boom…… $6,500. We didn’t get a new water heater or a new sprinkler system. We got one 4 ft. section of pipe for $6,500 and a shiny new on/off valve which was not needed.
  That guy new what he was doing. He didn’t call us for a reason. He took one look at my blind old mom with dementia and charged whatever he wanted. He left us an arbitrary bill I could hardly read with little to no specifics. I have attached….
  When I called the manager he did return half of the amount. It sounded like we were making progress. I still asked for an itemized receipt so I could see how 4 ft. of pipe and a valve would cost $3,250. If I stayed in town this repair would have cost me a total of $75 dollars in materials. He said he would get that itemized receipt and then has ghosted me ever since. I have reached out on numerous occasions.
  This company did not have permission to do $6,500 or $3,250 worth of work on my property. They were called for an estimate and took advantage of my elderly, blind, dementia plagued mother to run up a huge bill that no one can explain. They demanded that my mother, who isn’t the homeowner, pay $6,500. My wife waited by her phone all day for an estimate that never came. This is morally and ethically appalling at every level. Just for reference, we had our foundation lifted for $9,000 last year. They dug under the house in several areas and lifted it. This guy wanted about the same for replacing a 4 ft. section of pipe. How is this real????

  Business Response

  Date: 05/20/2024

  We went out to the customer and our plumber spent around 10 hours on the job.  The charge was legit as Ronnie is a very good plumber and the customer signed for the work after he was complete.  To take care of this customer we decided to give the customer back 50% of what the job cost.  

• Initial Complaint

  Date:05/10/2024

  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 April 14 is asked Roto-Rooter to food damages that had occurred because their worked had unplugged the freezer in the basement when they had installed the fans to dry the floor. They had unplugged my freezer. I had to reimburse the folks who rented my property for the food damages in the amount of $145. Prior I had this company replace the sump pump and I used my **** credit card to for the payment on 4/2/2024. I was in contact with Miguel R*** ###-###-#### his email is ********************. They finally reimbursed on 5/8 the $145 by putting the refund on my card which I did not approve I want a check. What the company did was go back from and refund me using my credit card. They should not still have my credit care information in their records and use it without my permission. As did not want them to still have my card information and use it the way they did even though it was for a refund of the food damages. I paid for the food damages to my tenants using **** *** and they send them a copy of the **** *** receipt therefore I wanted a check because I used cash to reimburse the food damages. Roto-Rooter never ask my how I wanted to be reimbursed but I did not want them to use my **** Credit Card.

  Business Response

  Date: 05/10/2024

  Refund was processed.

  Customer Answer

  Date: 05/10/2024

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

  The issue is the company reimbursed me using my **** Card card.  I do not want the company using my credit card for the refund.  They did not have approval to use by credit card as far as I'm concerned they should no longer have my **** card on Roto-Rooter files.  I wanted a check refund as I reimbursed my tenant with cash. The only reason they had my credit card number is because I used to to pay for the sump pump they replaced in my rental house and they should not longer have this credit card information on their records.  I do not want them keeping my credit card on their files without my permission. I wanted the **** credit card information deleted/removed from their files.

  Business Response

  Date: 05/20/2024

  Roto Rooter has issued a check refund for the amount in question.  It typically take 3 to 4 weeks for the check to be processed and sent out.

• Initial Complaint

  Date:05/09/2024

  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.

  We called Roto to my parents home at xxxxto check on a leak in the laundry room with the washing machine line. Plumber Keenan from Roto came out. Stated there was a backup due to trash in pipe and snaked pipe. Then state needed to jet. Charged 660 for that.on parents credit card. The Keenan states needed to come back Friday. They quoted 2500 but did no work that friday but expanded job . Jay another plumber from Roto Then stated need to drill in house on Monday . Quoted job and said 2500 goes towards that. I stated I had nothing in writing he says I would get full write up that evening or Saturday morning from admin. Over weekend they charged 2500 annd another 4250 on my card. Again doing no work We had no other issues with plumbing in the house and they wanted to tear into foundation. On Monday When I called and said I needed receipts and information on what was being done because they kept charging my card with no work being done. Jay yelled at me. Finally I was able to speak with manager Jeffery.he first stated I should not have been charged and they work with insurance company. I told him why do we need to file insurance. I have no damage to house just a leaky washing machine. I am not filing fraudulent claim. He stated he would reverse charges and send me a receipt of clearing my card since I did not feel comfortable with how they had treated us and charged for work not performed. To date have not received any receipts or official paperwork. Also I learned from my mom the plumber never tried washing machine after flushing pipe for 600 dollars. They just kept adding cost and not doing any work or sending receipts or invoice. . I have no paperwork related to issue
  My parents are 90 live very well in their home. This was an attempt to scam them and my credit card as the plumber jay asked me what card limit was. These charges were not authorized and no work performed. I am afraid had they dug foundation they would scammed more

  Business Response

  Date: 05/09/2024

  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. My email is ********************. Please also include a copy of this review.
  
  Thank you,
  Pat S******
  Customer Satisfaction
  Manager

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, I spoke with a person who returned my call from Roto Rooter HQ Rooter express in ******* does not operate with them and I need to file complaint separately through ******* ***
  

  thank you for quick reply 
  
  
  
  Regards,
  
  
  
  ******** ********
  
  

• Initial Complaint

  Date:05/05/2024

  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 3/26/2024 my main sewer broke since we only have one bathroom we were forced to get the problem resolved quickly and without lots of damage to our property!!! Roto rotter charged us when everything was set and done $24200.00 ! They had to remove my paving and left about a 5 inch pipe sticking out ! They said that after we would replace the paving they would come back and cut the pipe down to the paving , also when they blew out air on the sewer they didn’t protect my house inside so all the tar went all over walls ceiling! Everywhere in bathroom and laundry room the laundry room they clean up after two or three weeks of complaining the bathroom I had to do it myself the day that the incident happened because I couldn’t used the bathroom with all that mess around but I also said they had to reembolse me for my work! Many calls were made to the excavation manager,to the general manager to the general departments no return call from none of them!
  Five weeks had now passed ! We still have a pipe to be cut and I still waiting to be reembolsed!!!! This is not packet change that this company charges I will have to work hard to pay this kind of money in 18 months !!!!not fair that consumer have to have this kind of problems!

  Business Response

  Date: 05/10/2024

  Spoke with customer. Tech went out and cut the cleanout out down so it is flushed with her pavers.  Also came to agreement for her having to clean her bathroom after black gunk shot out of her sink while the liner shot through the pipe by accident.

  Customer Answer

  Date: 05/11/2024

  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:05/05/2024

  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 would like to address my concern with a recent job I had done using Roto Rooter. I needed to have a new sump pump put in on 5/1/24 due to having a flooded basement. I signed the quote and the completed work expecting quality workmanship. Friday afternoon 5/3/2024 I went to the basement to see if I had water again from the heavy rain on Thursday 5/2/2024 and I had water in my basement again. I called Roto Rooter 5/3/2024 and advised my basement flooded again and they sent someone out to inspect my basement. The technician messed around with the float and had it pumping the water out of my basement only to find out that the original job routed the discharge pipe to where the water ran down my flower bed and right back into the basement. On Friday 5/3/2024 the technician began critiquing the previous work the technician did and now he was going to have to fix the work that was originally done on 5/1/2024. He left to go get some new pipe and when he returned, he had drainage pipe that is used under ground for drainage and not an appropriate sump pump discharge pipe. He then proceeded to add additional pipe to the existing pipe that had been installed to divert the water from running back into the basement and attached this enormous black drainage pipe through my flower bed.
  The technician actually had the audacity to ask me before he left if I had considered Roto Rooter for water mitigation to remove the rest of the water that was standing in my basement. I do give credit to the technician on 5/1/2024 that at least he made sure all of the remaining water that was standing was removed prior to him leaving. This is just plain wrong and without business integrity. The pump is too big for the pit and now I have a huge black pipe in my flower bed behind my house. Lesson learned, ask before a hole is cut in the side of your house and watch every move the workers do. I now will need my regular plumber to fix this job Roto Rooter completed for me

  Business Response

  Date: 05/07/2024

  Discussed customer service and work performed with customer and came to an agreeable resolution. 

  Customer Answer

  Date: 05/18/2024

  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:05/03/2024

  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.

  Roto Rooter charged for services beyond what was needed: On3/15/2024, around 10 pm, we had a check valve on the sump pump in our unfinished basement break. We caught it within minutes of its occurrence and were able to create a temporary fix and sweep the water into the drains and sump pump. Very little water got onto the floor, we set up a fan, and a technician from Roto Rooter came and replaced the check valve that night. By the time of his arrival, the basement was dry. The water coming from the check valve was ground water, had no smell, and did no visible damage. The technician suggested, strongly, that we file an insurance claim, and since the house was in contract to sell, it seemed to be the right thing to do. Roto Rooter came early the next morning and put down considerably more water to do "cleaning" than had been on the floor, and extended the cleaning far beyond the area where any water had been, and far more drying equipment than seemed necessary. The bill from Roto Rooter came, it was not itemized in any way, and was for Blackwater Category 3 -- which is sewer water, and was more than $1000 over the insurance estimate. The mitigation went beyond what was required. On 3/29 I requested an itemized and corrected invoice, so that our insurance company could make any necessary adjustment. I did not receive one or any communication. The technician texted on 4/20 to say his charges hadn't gone through -- so I sent a check along with another copy of the request for an itemized bill and adjustment of the charges. On 4/29/24 Roto Rooter called to collect payment, and I explained I was waiting on an itemized invoice and adjustment, they sent an itemized bill without any correction. On 5/2/24 I received an Intent to File a Mechanic's Lien.

  Business Response

  Date: 05/06/2024

  I will be reaching out to the adjuster to resolve the claim on *********** behalf.  I do show the original contract was signed with an estimate of $2500 to $5500.  The loss was a Category 2 loss from a sump pump which means it was contaminated water so the area would need to be cleaned and dried per industry standards.  The intent to lien is due to the account being over 45 days old and is sent to all accounts at that time.  I will revise the bill and forward it to ********* today.

  Customer Answer

  Date: 05/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********.  A neutral third party was called in by the insurance company.  After Accuserve's review, Roto-Rooter agreed to a substantial reduction in their invoice.  Invoice paid -- all parties satisfied.  
  
  
  
  Regards,
  
  
  **** * ********* ******* * **************
  

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a sewer issue in which the toilet overflow and I had a flood in the bathroom. They charged me almost $700 to snake the pipe. I was told that the water damage might cause mold and was told that if I have insurance it would cover the cost and I maybe reimburse ( this was false information). I was cleaning up the spill when the representative sent someone else who came and ask if I had insurance which I provided, he explained I don’t need to clean up they will do it because I already paid. They removed my vanity , cleaned the bathroom and removed some stripping in the bathroom. 1 week after I received an email from roto rooter which they sent to my insurance company falsified of the work they did. They went on to say they removed tiling, toilet and some other work which was never completed. I responded in the email to state that information is inaccurate. My insurance came and did their inspection and saw the work and agreed I was falsely billed. Roto rooter lied to me, they took money from me and state it was inclusive for the work and then went behind my back to bill my insurance. They even removed my furniture without informing me. They billed my insurance a bill for over $6000.

  Business Response

  Date: 05/03/2024

  Spoke to customer - Roto rooter is going to work with her insurance company to ensure she is compensated properly for the work that was done and the reconstruction that is needed. Customer understands and is thankful.

  Customer Answer

  Date: 05/07/2024

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

  Customer Answer

  Date: 05/29/2024

  The estimate for work completed doesn’t match. I was told that they would submit proof to insurance company (pictures) of work completed and proper invoice will be submitted. Insurance company does agree with work stated in invoice also some of the work stated is inaccurate. Therefore I am still waiting for the correct invoice.

  Business Response

  Date: 08/15/2024

  Hello,

  ******* has been in communication with the branch. We have addressed the issues with their billing concerns. On July 16th, 2024 we told ******* we will accept what was given by the insurance. 

  I have attached the updated invoice. ******* has been made aware we have adjusted the invoice and sent them a copy of it. ******* has still not made payment to Roto-Rooter even after adjusting everything per their request. 

  Roto-Rooter demands payment for $3,233.26 by 8/19/24 otherwise this outstanding invoice will be sent to collections and their insurance carrier will be made aware of withholding funds. 

  Customer Answer

  Date: 08/15/2024

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

  Business Response

  Date: 11/22/2024

  I have attached the signed work order from this customer. Customer was aware of everything before starting as indicated by the signed work order.

  Roto-Rooter has not received any payment from the work performed at this customer's house. Roto-Rooter has also not sent this outstanding invoice to collections.

   

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a sewer clean out by Roto-Router on 2/13/24. They charged me $540 to do this, which I felt was high, but I needed it done, so I allowed them to do it. I am now having some issues again, and inquired if I was under warranty. Someone contacted me to let me know that my services were not under warranty due to roots in the sewer line. The roots should not be a reason to not honor a job that was only done less than two months earlier. There is no way that tree roots could grow back exponentially in only two months to cause issues with a sewer line that was supposed to be completely cleaned out. So, Roto-Router does not want to come back and snake the sewer line again. They are supposed to be a reputable company, and the price they charged to do this, should be another reason to come back and honor the work they did. Their company takes advantage of people and they don't stand behind their work. It would have not hurt them to come back out and make sure that drain is cleaned out again.

  Business Response

  Date: 05/02/2024

  On 2/13 We did a drain cleaning. We opened the customer's line and got it flowing. At that time, we also had a field supervisor come out with a camera to look in the line. We made the customer aware at that time of work that needed to be done. We sent the customer a proposal with the following at the top..."Cabling from 2/13/2024 is not warranty due to root infiltration." There is a compromised section with a lot of roots growing in. The only way for us to fix that would be to dig down and that section, install an outside cleanout, and hydrojet the line in order to clear it. We made the customer aware of all of this and they declined to move forward.

  Customer Answer

  Date: 05/02/2024

  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:04/26/2024

  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 to come out and look at my water heater that wasn’t staying running. They Had S**** (a master plumber for 30 years) come out to diagnose my water heater.
  
  He told me it was a broken power vent. Wrote up the estimate for a full replacement and labor at $3900. I turned them away due to not having $3900 and feeling that was a high price.
  
  I found another plumber who came out, to find out, nothing was wrong with the water heater. Plumber went to plug in the new unit he installed (based on Roto Rooters diagnosis) and it didn’t work. So he went outside and the duct to the outside of the house was clogged with debris. He removed the debris, plugged in water heater and it worked.
  
  Super happy we didn’t fall victim to a $4k unethical and dishonest diagnosis, but I’m still paid $1950 for another plumber to install a new heater based on Roto Rooters malpractice.
  
  S****’s last words to me when I declined service, were.. “Good luck finding someone to do it cheaper.”

  Business Response

  Date: 04/29/2024

  Hello, we did not charge the customer for any work and left without completing any work.  The customer used another plumbing company that replaced the water heater.  Roto-Rooter did not charge for any work.  The plumbing company that completed the work is the issue.  

  Business Response

  Date: 07/23/2024

  Roto-Rooter did not do any work and did not charge the customer.  It was up to the plumber and plumbing company the customer used to verify the issue and do any work needed.  The Plumber that was called for a second opinion should have inspected and did their own diagnosis.  Roto-Rooter is not responsible for work completed by another company.  

  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.

  - Understanding that Roto-Rooter did zero work, however, as a trusted professional advisor your employee who is a master plumber, Identified that my unit needed to be replaced. This is unethical. 
  - We would not have sought out other options for a unit if you master plumber had not said it needed to be replaced.

  - I spent $1900 buying a new unit from Menards, Not paying another plumber. The other plumber did not charge me for labor because of your false diagnosis. He ever so kindly just installed it.

  - Regardless of Roto-Rooter feels, they don’t owe me any money the fact that they cannot accept that their employees are unethical and lying to customers is not a good practice. This is why you were reported.

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