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:04/25/2024

  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.

  date of service was 2/16/2023 and continued up to a few months ago. French drain and sump pump not keeping up with water in basement leaving me and my wife to have wet vac when it rained and we got tired of this and didnt want water in our basement anymore. Called rotor-rooter and said they could fix issue for the price of $5979.00 and we agreed. They said our french drain was not pitched correctly and was broken in a few sections. I took the day out of work also so I could keep my dogs calm and they dropped off one worker. I watchted worker remove a unbroken pipe and install a shorter pipe then the one they removed then they sealed it with cement. Next rain storm basement got same amount of water. Called roto back and they sent out 3 men who said the water is coming from crack in foundation and I needed a different company. 2nd company fixed crack in wall and next rain storm same amount of water on basement floor. It wasnt coming from wall because that company was great. Rotor came back 2 other times and stated high water table ,nothing they could really do. 2 other companies said they could fix it but wouldnt tap into rotors work because it wasnt done right. Pleeded with roto that I spent 6 grand and it did nothing. They said if I buy more supplies they will put in another pipe and void warrantee. I agreed to this but they said it probably wouldnt work but couldnt get them back over. I would like a basement water free like they said they would do or return all my money so I can have it done right. Already started a file with state attorney and have not taken to social media yet. I just want to get this started and have 2 many videos of basement b4 and after but is too large to upload. I want no water in basement or full refund.

  Business Response

  Date: 04/30/2024

  To whom it may concern,

  We did some drain work in ***** basement to help relieve a groundwater issue in one area of his basement along a wall. The exisiting pipe had some pitch issues and rocks in the line from the original installation years ago of this trench drain that lead to a sump pump. This was not done by Roto Rooter.  We repaired what we could see from the existing initially installed line to the pump chamber in a pit. Sometime later **** called us back and mentioned he had ground water coming in his basement again so we responed right away and began to diagnose an additional source of water entry into his basement from a crack in the right rear corner of the basement behind some shelving. After exposing this issue **** went ahead and reparied or had someone else perform the work . Sometime later **** had another leak coming from a crack in the floor which had been cemented over and not visible at the time of our repair to the trench drain line along the wall. **** had mentioned to John my forman and I that  he had done some crack filling in the area where the water appeared during another rain event which he had shop vaccuumed up. After some discussion with **** we came to an agreement that we would open the floor and install an additional piece of drain pipe from that area to the working line we installed back fill it and **** would do the cement restoration. Shortly thereafter we had our GM pass away and some transiition took place at our Branch and ****'s job was overlooked . Roto Rooter understands this and we want to make good on our promise to **** that we would perform that portion we discussed as a courtesy to him at no additional charge. I have tried on three ocassions to call **** and set up the time to go and finish our agreed upon repair.

  I have also emailed him to contact us.

  My direct phone is ###-###-#### cell .

  Regards,

  Joe D******* 

  General Manager 

  Customer Answer

  Date: 04/30/2024

  Better Business Bureau:
  
  
  Hi I did speak to Joe from rotor rooter this morning. I would just like the full scope of work that they are doing to be in writing because the response from them is slightly different then what we discussed on phone. So to be clear, they are gonna install additional drain on back wall that would tie into existing drain, patch up with cement and remove cement without me having to pay anymore money or do any more work. I did agree to that on phone. Thank u 
  

  Business Response

  Date: 05/18/2024

  The issue was resolved and customer is very happy considering the short delay. An additional small repair was completed and customer is satisfied with our service.  

  Customer Answer

  Date: 06/25/2024

  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:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had intermittent water leaking on our basement ceiling. On Jan 6,2024, We called
  Roto-Rooter. The plumber cut open the ceiling and told us the leaking was likely due to a broken
  pipe in between the ceiling and upstairs(mainfloor) that he could not pinpoint or see the exact location.
  He did not go upstairs to check the kitchen cabinet, which was right above the leaking spot.
  I mentioned the leaking was intermittent.
  So he replaced the whole segment of the pipe and charged $1721 for the work and I paid.
  About two days later, the leak occured again at the same spot, I called the Roto as part of the repair warranty,
  and a different on-call plumber was sent. After I described the issue, he firmly told me those pipes were always full of water
  and it would always leak water if they were broken, instead of leaking one day and pausing for the second day. So the leaking was definitely not from pipes.
  He went to the kitchen upstairs and opened a cover inside the cabinet and immediately saw and showed us the wet floor
  underneath the dishwasher, which was right above the leaking spot of the basement ceiling. It made all sense at the moment
  and we stopped using dishwasher and there has never been any water leaking since then.
  
  So the successful/satifactory work of the Roto performed was that it dignosed the cause of the the leaking.
  The first plumber clearly lacked experience even when I specifically asked why it leaked intermittently instead of non-stop
  and the repair the first plumber performed was not successful.
  
  I asked Roto for refund of $1000 from the already paid $1721 given that successful dianostic work should cost between $300-$600
  and I am willing to pay $721 total for the successful work Roto had performed (diagnose) with some extra pay in good faith.
  I felt it was a very reasonable request but Roto manager simply rejected the request, claiming since I signed off and paid during
  the first repair trip, Roto would not refund for the unsuccessful repair charge.

  Business Response

  Date: 04/29/2024

  We
  understand ****** frustration about the ongoing leak. I have spoken with him
  several times to address his concerns.
  While
  we can't offer refunds for completed services, our goal is always to resolve
  plumbing issues. In this case, replacing the old copper pipes was necessary to
  address the initial leak. Unfortunately, the leak continued because the source
  turned out to be the dishwasher.
  Plumbing
  problems can be complex, and the initial cause isn't always clear. We
  appreciate ****** understanding that further troubleshooting was needed. The
  completed work on the pipes was professional, as evidenced by his sign-off.
  We'd
  be happy to discuss options for diagnosing and repairing the dishwasher leak.

  Customer Answer

  Date: 04/29/2024

  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.

  The business response contradicted its own arguments. 
  Its own statement (and it is a fact confirmed by its second plumber). 
  "the leak continued because the source turned out to be the dishwasher", it is beyond dispute
  that the business is not denying that the first plumber incorrectly diagnosed the source thus unnecessarily 
  replaced the copper pipes that he guessed could be the source. 
  The dishwasher connection/joint is on a totally separate branch from the copper pipe replaced, meaning it is unthinkable
  that the two sources(dishwasher and metal pipe) would start leaking at the same time to the same spot of the basement ceiling.
  There was only one source causing the celing leak, the dishwasher connection/joint. The first plumber wrongly guessed the source
  due to lack of experience whileas the second on-call plumber from the same company concluded the leak would not come 
  from pipes and quickly discovered the dishwasher leaking by opening up the kitchen cabinet cover right above the leaking spot.
   The first plumber should have conducted similar checking instead of guessing the possible source. 
  I signed and paid the first plumber since he claimed the leaking was fixed. As the leaking was not fixed,
  the service was obviously not satisfactory/complete for the full payment and should be refunded as we requested.

  Before filing the complaint, I discussed with a Roto low level manager. I am certain he is the one that drafted the business response above that was obviously flawed and self-contradictory that demonstrated his lack of reasoning and good faith

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

  Business Response

  Date: 04/29/2024

  Dear
  *** ****,
  On 1/8/24, Roto-Rooter
  responded to your request for a plumber to investigate the leak. Upon
  inspection, the initial plumber identified a corroded copper
  waterline as the most likely cause. We obtained your confirmation to proceed
  with the repair, which included replacing the damaged pipe with new copper.
  Following the initial
  repair, a further leak was discovered. A second plumber determined the
  dishwasher was also contributing to the issue.
  It is important to note
  that Roto-Rooter specializes in plumbing repairs, not appliance diagnosis. The
  initial repair addressed the most probable source of the leak based on the
  initial inspection. This work ultimately facilitated a quicker diagnosis of the
  additional source by the second plumber.
  We appreciate your
  understanding.
  Sincerely,
  Roto-Rooter ** ******** ********

  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.

  As I pointed out, the dishwasher connection plastic pipes are totally separate branch from the wrongly cut copper pipe, which is part of pipe leading to the back yard garden water outlet. it is impossible that the two unrelated connections having leak at the same time. The discovery of the leak of dishwasher water intake/outflow connection pipes does not take special knowledge of dishwasher itself as appliance, it could be any blackbox device that has plastic water pipe connection. the leak is  outside the dishwasher. The first plumber simply did not have enough experience to open the kitchen cabinet cover.as the second plumber did.  It is absurd for Roto blaming me for allowing the first plumber to proceed cutting pipe as Roto was the professional service provider that provided wrong diagnosis in the first place. 

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

  Business Response

  Date: 05/17/2024

  Dear
  ****,
  Thank
  you for contacting us again about your recent plumbing service. We understand
  your frustration that additional leaks were discovered after our initial
  repair.
  While
  we specialize in diagnosing and repairing plumbing issues, we appreciate you
  pointing out that separate plumbing problems can sometimes occur at the same
  time.
  We
  want to ensure your complete satisfaction. Since the initial leak in the water
  supply line was a separate issue from any subsequent leaks, we won't be able to
  offer a refund for the completed repair. However, we are committed to
  helping you resolve the additional leaks.
  We'd
  be happy to schedule a follow-up appointment at a discounted rate to diagnose
  these new issues and provide a repair estimate.
  Please
  let us know if you'd like to schedule this appointment, or if you have any
  further questions.

  Customer Answer

  Date: 05/31/2024

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

  As I stated multiple times, the second plumber from rotor quickly identified the leaking source (dishwasher). We stopped using dishwasher and there has never been leaking for the last five months. So there is no need for any further diagnoses or repair. There were never separate leaking sources or spots.  The single leaking spot is right beneath the dishwasher. Nearby the leaking spot was a metal pipe that led to backyard.  The first plumber thought the leak was somewhere at the metal pipe so he replaced the segment of the pipe and it turned out to be a failure. The second plumber from Rotor quickly determined the leaking source by simply opening up the kitchen cabinet cover that the first plumber did not do at all.   So the SUCCESSFUL work Rotor performed was that it diagnosed/identified the leaking source, which we would like to pay ($300-$600) and and we would like to be refunded for the fee we paid for the repair work that turned out to be UNSUCCESSFUL.

   

  Regards,
  

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

  Business Response

  Date: 06/26/2024

  Dear
  ****,
  I
  understand your frustration about the recent leak repair. We appreciate you
  contacting Roto-Rooter to address the issue.
  Our
  plumbers were able to locate and repair the leak. It can be easy to believe the
  solution is simple once the problem is identified, but our first plumber
  addressed the most common cause of leaks like this and made the repairs to the
  copper pipe. Neither we nor the plumber could determine it was the dishwasher
  without specialized appliance repair knowledge or input from you.
  We
  understand you may have been hoping for a different outcome, but Roto-Rooter
  will not be issuing a refund for the completed work. This decision was made
  previously and is final.
  We are
  always happy to discuss your plumbing needs. If you have any additional
  questions or require further services, please don't hesitate to contact us.
  Sincerely,
  Roto-Rooter

  Customer Answer

  Date: 06/27/2024

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

   The business has made clear they will not refund as requested as its final decision.  I demand the refund as I request. So the stage of discussion is over. I need to BBB to investigate based on the information

  provided.

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

  Customer Answer

  Date: 07/26/2024

  Per consumer wants to make it clear that there is no other company and there was no second opinion. Roto Rooter sent out the 1st tech who did not complete the job successfully. The 2nd tech they sent out completed the job and he does not feel he should have to pay for the work of the tech that did not solve the issue

  Business Response

  Date: 07/26/2024

  
  
  The customer continues to reject our response, but our position still stands. Please advise next step…Thanks!
  
   
  
  Pat S******
  Customer Service Manager
  
  Roto-Rooter Services Co.
  
  Corporate Headquarters
  ********************
  
  

  
  

  Customer Answer

  Date: 07/27/2024

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

  Customer Answer

  Date: 08/05/2024

  
  Thank you for your time and help. Basically, the leak occurred again a few days after the first plumber repair(and full payment) and we call the same company and the first plumber was not available at the time so they sent an on-call person who quickly discovered the real source of leak from dishwasher plastic tube, no any repair work was done by the second plumber. That is why we only want to pay for diagnostic fee with a little extra as good will.

  Business Response

  Date: 07/03/2025

  This matter is in subrogation

• Initial Complaint

  Date:04/24/2024

  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.

  Less than a year ago Roto Rooter was hired to fix the leak from my upstairs toilet. They cut holes into our ceiling to make room to fix the toilet leak (which they said was a leaking wax ring) we paid the prices as listed and they guaranteed their work for a year. The original contract occurred on 8/24/2023. In April the same leak occurred from the same toilet. When roto rooter came out they didn’t even look in the toilet area before quoting more money to fix it. When told about the invoice with the guarantee they said they wouldn’t honor that as the branch of the company had closed and they couldn’t honor those guarantees at a corporate level. When pushed they removed themselves from the property and told us to take them to court. We are looking into legal advice at this time and are looking for other companies that honor and support their own company structure. How a business can operate in this way is appalling and people should know that this company has no intentions of honoring agreements or obligations.

  Business Response

  Date: 04/24/2024

  Spoke with management, and will honor guarantee on the toilet reset. Customer can contact ###-###-#### to schedule appointment. 

• Initial Complaint

  Date:04/22/2024

  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.

  On 04/09/24 we made an online appointment with roto rooter of ******. They sent a tech out to our house to clear the main sewer line. Upon arrival they told my husband it would be $100 for the service. My husband authorized the service because when we looked at the competition online that was the going rate. My husband then leaves for work and when the techs are done they ask for a credit card for the service. I give them the card and sign the receipt and then I noticed they charged $500 to my card. I told him my husband told me it was $100 and he goes, “your husband must have misheard me I told him $500.” Obviously I call my husband next because why would we say yes to $500 when I had multiple other businesses willing to do it for $95-$100. Called my husband and he confirmed that the tech said it was “….a hundred” I asked if he could of possibly misheard and my husband said there’s no way I could of misheard he ‘a’ hundred. Not like ‘ One’ Hundred, but ‘a’ hundred.
  I said well the work order you signed has it hand written in. He goes, “ what he had me sign was blank and just says I authorize the work.” The work order my husband signed the tech filled in after he completed the work after my husband left. So my husbands signature is above all “authorized work” that was left blank when he signed.
  Anyways, we try calling the company to talk to someone and all the numbers on their work order don’t work and ring dead lines, then we call the main roto rooter line and they give me a local number that also rings dead. Finally we call our bank and ask them to get ahold of roto rooter for us. Thats when we get a phone call back saying they’ll give us a “coupon” and refund $100 because we misheard them.
  I left a google review detailing the misfortune that came to us after using them and I get a phone call from “Jake, or Jay” where he tells at me telling me that I’m stupid because $500 is what everyone charges and I should feel grateful for the $400 charge.

  Business Response

  Date: 04/23/2024

  Spoke to her husband and explained that we have never charged 100.00 and they must have mis heard our tech. gave them a 100.00 discount.

  Business Response

  Date: 05/17/2024

  I have attatched the invoice showing the quote given that is what we charge to bring in a 325 pound machine and run a sewer line. If we only charged 100.00 for this service it would take 43 main sewer line jobs just to pay for 1 of the machines we buy for our service techs. We have flat rate pricing and that is our book price.

  Customer Answer

  Date: 08/16/2024

  I cannot. My husband was asked to sign “ authorization to perform the work” before the amount was listed. So he signed a blank document and then the tech (I think his name was Angel) filled out the paperwork after my husband had left. I handed the tech my card for payment and after he already ran my card that’s when I asked why it was $500 instead of the quoted $100. But by that time the card was already run and I didn’t have my husband here to verify. I called my husband to ask and that’s when he told me he was definitely quoted $100. 
  I already know I’m never going to see the money at this point, just like I never saw my “free sewer scope”. I just want to make sure you guys are aware of the scamming that’s goin on. Typical scammers, wait till my husbands gone and then take my money because I’m too busy with a newborn to catch them just making up numbers to charge my card. 

• Initial Complaint

  Date:04/22/2024

  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.

  04/11/2024
  I’m going to get an estimate of the repairs!
  The nature of the dispute is that the toilet is not in use. Since the day Roto Rooter came to repair the toilet. They made more damages to my bathroom floor and ceiling in my basement bathroom!
  Juan was the first plumber that couldn’t fix the toilet. He made more damages and was not aware the the water was leaking. Till we told him.
  Not even 5 minutes after he left, water was continuously leaking.
  I contacted Roto rooter and spoke with Van. Cause there was till a leak.
  Van told me, he’d send another plumber.
  Spiro other plumber came and told me that we need to change valve. I said okay and he brought the wrong part. And he reattached the valve. And started to touch (turn and twist)the inner part of the toilet. Where the water started to over flow. And told me that I need to change that piece/ part. Or water will continue to leak.
  Before he came we never ever had a problem with that either. The only issue was that the toilet was not flushing.
  He mentioned that the toilet was not flushing. And he couldn’t repair it that I needed to hold the handle down the flush everything down.
  So, he shut the water off.
  I contacted the corporate office 4/12/24 and spoke with Maria G***** and sent her emails of the pictures of the damages. She told me that they go over it and give me a call back with updates and never did. I followed up the whole week with calls and messages and no response back. Till today 4/22/24 2:24pm spoke with Christina. Telling me that they can’t help me with the damages that her plumbers made. Cause my house is old! And that I need to reschedule an appointment with her plumbers to repair when all they do is more damages.
  Also, it been an inconvenience for my family and I to have to go to the basement to use the bathroom.
  I also have my mom who lives with me and she’s over70 years old. That wakes up in the middle of the night to use the bathroom. Do you know how dangerous that is for her to go up and downt the stairs?

  Business Response

  Date: 04/26/2024

  On 4/11/2024 this customer contacted Roto-Rooter due to the
  toilet not flushing. Once onsite the technician diagnosed a blockage preventing
  proper sanitary flow in the p-trap of the toilet and recommended service to
  restore flow, i.e. auger and removal to remove obstruction. Customer agreed and
  service proceeded.
  
  Per the signed contracts for service, Roto-Rooter disclosed
  we are not responsible for damage arising out of our work except to the extent
  caused by negligence and we are not responsible for defective, damaged, or
  deteriorated lines and the consequences of such conditions. This is not only
  disclosed on the front and back of the invoice for service but also on an
  entirely separate form requiring an entirely separate signature than the
  invoice. Both signed contracts are included in this response to confirm
  Roto-Rooter disclosed these terms and the customer agreed to these terms before
  proceeding with service.
  
  During service Roto-Rooter removed the toilet to attempt to remove
  the blockage in the p-trap preventing flow. It’s important to understand a toilet
  is not secured to the floor at any time, there should be no substance (caulk or
  otherwise) around the base of the toilet sealing/securing the base of the
  toilet to the floor beneath. The toilet should solely rest/sit on the floor as it
  is physically secured to the flange (a pipe that runs below). To remove a
  toilet the supply line must be disconnected, 1st requiring the shut
  off valve to be turned to the “off” position to avoid flooding with its removal
  from the toilet. It’s important to understand the purpose of a shut off valve, its
  standard operation, is to be turned on and off. There is no other purpose of the
  “shut off valve”.
  
  In this property’s case, the toilet was improperly secured to
  the floor. In the photos included you will see a white substance at the base of
  the toilet sealing/securing it to the floor. This sealant adhered the tiles to
  the floor. Removing a toilet is not negligence, but a standard plumbing service
  and the contract scope of the service. As Roto-Rooter is not responsible for
  improper sealing/securing of the toilet to the floor tile, the consequence of
  that existing condition, stuck/damaged tiles, remains with the property owner. Roto-Rooter
  will offer no consideration for this claim.  
  
  Additionally, in removing the toilet, Roto-Rooter shut off
  the water to prevent flooding by turning the “shut off” valve. Turning the
  valve to the “off” position is not a negligent act but the standard operation
  of this fixture, i.e. it is meant to be turned on and off exclusively. Unfortunately,
  this valve was aged/deteriorated, so merely turning the valve resulted in a
  leak. The aged/deteriorated shut off valve is an existing condition of the
  property; the consequence of this existing condition remains with the property
  owner as it is confirmed shutting off the shut off valve is not a negligent
  act. Roto-Rooter will offer no consideration for this claim.
  
  Further, as the customer confirms, Roto-Rooter responded to
  her concerns promptly by immediately sending a plumber to the property. Roto-Rooter’s
  plumber diagnosed a deteriorated shut off valve and failed fill valve inside
  the toilet tank. Customer was quoted $375 to replace the shut off valve and
  $350 to replace the failed fill valve. Both were declined.
  
  The customer then connected with Roto-Rooter Corporate
  Management who explained the difference between damage caused by a negligent
  act vs consequential damage caused by aged/deteriorated existing condition. In
  an act of customer service, management offered to reduce the quote for either
  or both repairs by the original $150 service charge. The customer again
  declined this offer.
  
  To confirm, the property has an improperly sealed/secured toilet,
  an aged/deteriorated galvanized shut off valve, and a failed fill valve.
  Removing a toilet is not negligent; therefore, no compensation will be offered
  towards any grievance related to the removal of the toilet due to the existing
  condition. Turning off a “shut off” valve is not negligent; therefore, no compensation
  will be offered towards any grievance related to the shut off valve due to the
  existing condition. Roto-Rooter had zero involvement with the fill valve and
  will offer no compensation towards any grievance related to the failed fill
  valve.

  For these reasons we consider this complaint addressed.   

• Initial Complaint

  Date:04/22/2024

  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.

  In 2018 Roto Rooter repaired a plumbing issue in my kitchen. They jackhammered from the outside in my carport. The carport was filled in with cement but unbeknownst to me underneath the kitchen was not. It was discovered on February 20, 2024 by another company that the hole under my sink was not filled in thus the pipes cracked and filled with mud. It has cost me an additional $7000. I contacted Roto Rooter and they stated they have insurance for this problem but has not authorized a payment

  Business Response

  Date: 04/23/2024

   I visited this customers home looking for evidence of poor workmanship from the job in 2018. I was there along with my BSC and we could not find any provable evidence of something done wrong during that job. We did notice that the customer has had more work since, done by another plumbing company, not involving any of the work done in 2018. The job is out of guarantee, however we felt that if there was an issue regarding workmanship it would be our responsibility to fix. There was no evidence of this.

  Customer Answer

  Date: 08/26/2024

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

  Please see attached documents and complaint response from consumer.

   

  Business Response

  Date: 08/26/2024

  Our response has not change , we are not responsible for these damages 

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The $2000.00 in question was a deposit for services that were not rendered. Roto-Rooter did not pull up the flooring, nor did they install new flooring. All they did was put a fan and a dehumidifier in the room the water damage occurred.
  
  I texted the field supervisor (Charles Y****) for Roto-Rooter and asked him to meet with my insurance adjuster when he came to inspect the damage. He did not respond to my texts.
  
  I was informed by insurance adjuster that the Roto-Rooter employers did the drying work incorrectly. The adjuster said they should have pulled up the flooring before using a fan and dehumidifier. He informed me that what they did had no effect.
  
  So not only did they not complete the job, they were ineffectual in starting it and they cost me several days of electricity by running the fan and dehumidifier.
  
  If you wish to speak with my adjuster his name is ****** ********** and his number is ###-###-####.

  Business Response

  Date: 05/01/2024

  I have not yet been able to speak to the customer regarding this complaint.  We have been missing each other's calls.  Our position is that the home required a test for asbestos due to the year the home was built.  The customer either was not available or refused to let the test be done, nor did the customer provide documentation that the home was negative for asbestos, therefore could not continue for the safety of our employees and occupants of the home.  The charges are for the time equipment was on site and initial labor.

  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, the reason for the rejection, is that I spoke with Farnam H***** and asked if Roto-Rooter would be willing to come back and complete the job.  He said not without signing a new contract.  Hence, they are not willing to abide by their promises, and should therefore return my deposit.  

  
  
  Best Regards,
  
  
  
  ******** *****
  
  

  Business Response

  Date: 10/05/2024

  Our position is that the home required a test for asbestos due to the year the home was built.  The customer either was not available or refused to let the test be done, nor did the customer provide documentation that the home was negative for asbestos, therefore could not continue for the safety of our employees and occupants of the home.  The charges are for the time equipment was on site and initial labor.

  Customer Answer

  Date: 10/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  So far, Roto-Rooter has not addressed the issues in dispute
  to my satisfaction.  No offer of resolution was made.  I am not sure why
  they continue to refuse to return my deposit.   But because
  of that, I was forced to have an investigator with the ** Board of Licensing and
  Consumer Protection to look into this matter. 
  After she filed her report, I opened a case with the ** Small Claims
  Court and won my suit against them. 
  

  Please contact me if you would like the case number for that
  hearing or a copy of the report.  

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

  P.S.  If Roto-Rooter could not complete all aspects of the project, they should not have accepted the job.  And they definitely should have informed me of that before taking my deposit.  

  Business Response

  Date: 10/21/2024

  Our position is that the home required a test for asbestos due to the year the home was built.  The customer either was not available or refused to let the test be done, nor did the customer provide documentation that the home was negative for asbestos, therefore could not continue for the safety of our employees and occupants of the home.  The charges are for the time equipment was on site and initial labor.

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  We seem to be going in circles.  Roto-Rooter keeps repeating the same thing.  And I will answer them by stating that they if they could not complete all aspects of the project, they should not have accepted the job.  And they definitely should have informed me of that before taking my deposit. 

  Best,
  
  ******** *****

  P.S.  If you look to the work order, it stated that they were to remove and dispose of damaged flooring.  All they provided was a fan and dehumidifier.  They charged me $2,220.32 for that and performed no other services.  The use of a fan and dehumidifier is not worth $2220.32.  

  
  
  

  Customer Answer

  Date: 11/01/2024

  The ** Small Claims Court case number is ***************.  The ** Department of Licensing & Consumer Protection investigative report case number is ********.  The ********** case number is ***************.  The *** **** *********** service agreement for Asbestos DocuSign Envelope ID is *************************************.  The Roto-Rooter invoice DocuSign Envelope ID is ************************************.  

  Please contact me if you have any other questions.

  Sincerely,

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

• Initial Complaint

  Date:04/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  deceived customer by saying sewer had massive blockage in order to dig sewer cleanouts on my front property.
  starting dig before permit was request and or paid. lied about removing blockage .
  
  would like to file a criminal charge ******** * * * ****, elderly over 65 yrs.

  Business Response

  Date: 04/19/2024

  Attached you will see the Roto Rooter Excavation proposal signed and initialed along with Excavation invoice showing that our customer signed that work was completed at their home. After customer signed and paid that work was completed to their satisfaction, the written check he signed was later cancelled. We also attached emails correspondence with customer showing we answered all questions he had with us. At the end he kicked us off site but when work was already completed.

  Customer Answer

  Date: 04/19/2024

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

  please know roto rooter failed to pay for the permit till after they dug up my property, they did not remove any blockage as stated ;reason there was no massive blockage ,they never back dragged any blockage only a hand full 5or6 baby wipes. the digging for the cleanouts on my lawn was to justify the  $12,512.33 payment;. they lied  about the blockage  said it was 22 ft and would have to dig  up my basement with all the furniture  carpet, the hole would be in front of my  tv, everything  would get flooded;  paniced. at this time we were thinking we would have to get  a hotel for a coupled days while we could not use the water or flush;they did not furnish a flash drive of the sewer blockage and they also said two cables were broken trying to clean my basement  sewer area., and that's why they were kicked off the property. I hired another plumber the next morning to use his camera, and he went 140 ft and no blockage, he also gave me a flash drive with audio and video.

  roto rooter cons people all the time, Im afraid they got me the first time for around $10,000 dollars, they said my sewer was clogged up about two years go. I

  had to call the city building Dept and the engineers Dept to get the dug holes  inspected , took two weeks for them to come out  so I could fill the holes, they were attempting to dig another hole when I said why are you digging out side ,when the blockage is in the house, they kept saying they did, but I was there taking pictures of what they were doing. there was no massive blockage, there was no broken cables inside the sewer after they were kicked off, and the flash drive shows no blockage, it was an attempt to commit a fraud and theft. 2913.01 ab c d k (cc) people over 65 yrs. I'm 81 years old. Their permit was voided, according to ************, building and engineers depts. they played the game perfectly and are still toying with my head.. but they got the wrong person this time, ive contacted a lot oof state officials, congress men, state reps, the Governor ****** , the ************ mayor, **** atty. general. **** secretary of state; that issues certificates to operate in this state. WITH over 700 BBB complaints RATED  ((NE) , why are they still operating in ****??? I'm sending certified letters to max miller my congress man and to *** ****** another congressman hoping they will investigate roto rooter.

  my brother was there to verify the names of the men there. one first  and he called another to bring a cable, then both said its to massive, so they called Chris a Supervisor that came out with a locater and he found where the camera stopped in sewer, they said, and then were outside looking for other clean outs said it would cost Aprox. $14,000,but because they did work for me before it would only be $12,512.33. 

  what a scam!!!

  the truth the whole truth and nothing but the truth.

  if you want to sue me, I will counter sue and ask for a jury of my peers.

  unless I am successful on the  criminal charge against roto rooter.

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

   

  Business Response

  Date: 05/17/2024

  There is no change on the stance from the company. Attached you will see the Roto Rooter Excavation proposal signed and initialed along with Excavation invoice showing that our customer signed that work was completed at their home. After customer signed and paid that work was completed to their satisfaction, the written check he signed was later cancelled. We also attached emails correspondence with customer showing we answered all questions he had with us. At the end he kicked us off site but when work was already completed.
  
  Another company came out AFTER the pipe and blockage were already removed by the excavation team. That is why there was no blockage at that time. Customer agreed to work at the price before the crew even arrived on site. 

  Customer Answer

  Date: 06/25/2024

  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: 07/10/2024

  roto rooter has noot responded sinc their intial answers.they intend to sue for payment of 12000 plus,

  im still in process of filing a police report for a criminal action by roto rooter.

  im getting info from the **** state attorny general and oters as to the over 700 complaints filed by persons against roto rooter.

  a lot of those complaints sre from senior sitizens like myself.

  where they con people then settle with them in some waay, its time to file a criminal action.

  im in proes of sending copies to the mayor of ************, the police chief, the prosecuting atty of ************, sending copies to my st rep, congressman and to congressman *** ****** to look into this statue of fraud and attepted grand theft,

  i have pics of what they were attempting to do on my property,

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

  Business Response

  Date: 08/16/2024

  Customers balance has been written off and no contact has been made per the customer's request. We will not service this customer again nor attemp further contact. 

  Customer Answer

  Date: 08/16/2024

  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:04/18/2024

  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.

  March 15 2024 roto Rooter of ********* came out and excavated to take the outside sump pump drain pipe to the city drain/However, the Drain that was attached directly from the sump pump to the line near the house was leaking near the foundation every time the sump pump went off/ For the last four weeks through text messages with the Roto Rooter representative that completed the work, I was told someone would fix the problem. No one came so The last couple days I tried calling directly . The first time I called, I was told someone would contact me an hour. No one called/ I called again the next day and now the phone just goes to voicemail.

  Business Response

  Date: 04/29/2024

  Customer was contacted; Plumber tech visited customer to install new pvc. install was complete. 

  Customer Answer

  Date: 04/30/2024

  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:04/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an emergency pipe issue and internal house flooding that I used Roto Rooter to repair the pipe clog. I also needed water restoration work because my first floor bathroom toilet was the lowest point on the pipeline and overflowed into the bathroom and basement. I used Roto Rooter for the water restoration piece as well. A Roto Rooter employee came to my house and we called into my insurance company to file a 7-9k claim estimate. After the water restoration team came out they said the job involved more work than what the original employee told me, but did not inform me they were changing the scope of the work they were going to be doing. I walked into my basement later in the day while work was being completed and I noticed them working on areas I did not approve for them to work because they were not impacted by the water issue. When I challenged the Roto Rooter employee completing the work about this, he told me that due to the nature of sewage water, any room that was touched by it had to be completely cleaned for insurance purposes and this is why they were cleaning the entire basement. This was a lie and I strictly signed off on the work after completion under this lie because they told me it was required by insurancefor them to do. Both the insurance adjuster and a public adjuster I hired agreed the work should have been within the 7-9k scope of work and the additional work was completely unnecessary. In the end Roto Rooter is charging me over 26k for a job they told me originally was going to cost maximum 9k because they attempted in my eyes what is fraud. After speaking with my public adjuster and challenging the company about the additional work, they have now begun to tell me it is a company policy to complete the work this way. They are openly lying to customers to try and charge them more for work that is unnecessary. I have made a payment for 9k, but the company is now threatening me for the additional 17k of work that did not need to be completed.

  Business Response

  Date: 04/18/2024

  All services provided and invoiced are in line with industry standards. IICRC protocols were followed as it is our strict company policy to follow that standard of care. All items' invoices are justified and supported thorough photo documentation. Roto Rooter is willing to provide any and all additional support that is requested in order to settle the claim. 

  Customer Answer

  Date: 04/19/2024

  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,
  
  
  
  **** *****