Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  1130 140th Ave NE Suite 305 Bellevue, WA 98005

• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

• 

  Roto-Rooter

  1691 Town Center St Aurora, IL 60504

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:05/13/2025

  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 section of pipe and exterior spigot replaced by the company in March of 2024, now this year since it got warm again I’ve tried to use the same spigot that was replaced and there’s been no water pressure. I’ve had this company and another come out to inspect and figure out the problem and the pipe that was replaced has bust in my crawl space. The other company informed me that the spigot was installed incorrectly so that any water that may have been in the pipe since the last time I used it wouldn’t be able to run out. Roto Rooter refuses to repair the work free of charge since the 12 month warranty for the work expired. Obviously, I wouldn’t know there was an issue until it warmed up and I used said spigot again…so of course the 12 months would expire. I would like them to repair it free of charge and acknowledge they made a mistake. Or refund me for the amount of work done last year so I can have a different company repair it properly.

  Business Response

  Date: 05/20/2025

  We contacted the owner to let him know that we wanted to send out the original Plumber to look at the problem and to check to see if anything has changed.  The owner refused and told us that he was having a different company take care of the frozen line.  We cannot guarantee against freezing because these lines can freeze from multiple different reasons. If the hose was left attached, Crawl space was not heated, vibration from the waterline that could have dislodged a pipe hanger.  I did offer to send the Plumber out to take a look to work something out but owner refused.  thank you. 

  Business Response

  Date: 06/02/2025

  We contacted the owner to let him know that we wanted to send out the original Plumber to look at the problem and to check to see if anything has changed.  The owner refused and told us that he was having a different company take care of the frozen line.  We cannot guarantee against freezing because these lines can freeze from multiple different reasons. If the hose was left attached, Crawl space was not heated, vibration from the waterline that could have dislodged a pipe hanger.  I did offer to send the Plumber out to take a look to work something out but owner refused.  thank you. 

  Customer Answer

  Date: 06/11/2025

  I am going to keep refusing the business response until they refund me the amount stolen from me when they did half ass work last year. That is the only resolution I will accept.

• Initial Complaint

  Date:05/13/2025

  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 clogged drain. Roto rooter saw roots and a broken pipe where neither existed. It was a typical clog. They convinced me tunneling under the house and cutting the pipe out was the best fix. This would cost $7000. I later found out a process called hydro jet would have remedied the problem for 25% what I paid. Someone, Jerry, called me after I let my dissatisfaction be known. This was to no avail. I believe this is a classic case of taking advantage of an elderly couple with limited finances.

  Business Response

  Date: 05/14/2025

  Good
  afternoon,
  
  I
  reviewed the video of the line. It does appear there is a root intrusion in
  the line. This appears that it could not have been cleared by hydro-jetting.
  Once the obstruction was removed, the line was then eligible for jetting to
  remove all the built-up sediment in the line. I’ve attached a picture of the
  intrusion in the line that was excavated. I have updated the customer as well.
  
  

  Customer Answer

  Date: 05/14/2025

  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: 05/21/2025

  As I’ve stated before, roto-rooter charged me $7000 for a job that should have only cost $600. It’s a tactic called bait and switch. I was told there were roots in my drain. There were none. This is a typical house with typical plumbing and had a typical clogged sewer drain. The “professionals” that have been in business for decades are either horrible at their job or they screwed me out of approximately $6400. Anything you can do to help me will be greatly appreciated. Please feel free to call me.

  ******* ********* ###-###-####

  Business Response

  Date: 05/25/2025

  Upon video inspection, and review of the video, it was determined that there was a compromised section of drain pipe. Footage showed what appeared to be to be a root intrusion with a break in the pipe. Suggested repair is to remove compromised section and replace with new pipe. Upon removing the pipe it was noted that the roots were indeed hair and dark fibre materials and the broken pipe was infact concrete from a home repair that was dislodged and stuck in the line. Roto-Rooter stands by the repair recommendation and the price invol ed with the repair.

• Initial Complaint

  Date:05/12/2025

  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.

  11/21/24 we had a sewer line back up flooding our basement. Roto-Rooter came out and fixed the problem and said they would video the lateral sewer line to see if there’s a problem. Which they did. They recommended an expensive repair. The plumber told us about the City of ********** later sewer line insurance. I filed forms with the city and since it was getting close to the holidays the wouldn’t be out til Jan or Feb 2025. The first part of February the line backed up again. When Roto-Rooter came out the first said no charge it would be covered by warranty. But then said it would be $300 since we didn’t do what the videographer said to do. He said Roto Rooter would video again. They did and this time they said All Clear No Problems. And the City of ********** came out finally and they said there’s no problem. I had to pay $300 for that as well. I feel RotoRooter was trying to scam a senior citizen with their first video saying it needed extensive work and not honoring their warranty. I should not have had to pay $300 the second time.

  Business Response

  Date: 05/13/2025

  After speaking with the client we have agreed on the following resolution. We will be refunding the $300 the customer paid for the callback. We will also be sharing the videos that each camera tech took during their visit so that the customer can see the areas of the line that need repair to prevent future issues with mainline backing up. Customer has also been informed that future callbacks will be charged as the line has no guarantee currently due to repairs that are needed. 

• Initial Complaint

  Date:05/09/2025

  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.

  They were sent out to unclog our main line. The repairman was unable to verify if the clog was cleared and said a cameraman would be out to verify. The cameraman never came. I called Roto-Rooter and the office manager said they would send a cameraman out that day. They never showed. The line was not completely cleared and water backed up again within 30 days.

  Business Response

  Date: 05/12/2025

  Had a new technician come out to the site to do a video inspection. The results of the inspection were discussed with the customer and a proposal to make a repair on the sewer line was presented to the customer. The customer has declined the proposal at this time, but the camera inspection has been completed.

  Customer Answer

  Date: 05/13/2025

  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:05/09/2025

  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 24th, I had a plumbing issue arise from the basement. This was after not even a week of moving into my new home. The toilet and bathtub were backed up with sewage water. Roto Rooter sent over 3 of their employees to look at the issue. They promised me they would get it resolved in a day and it wouldn't cost me more than $8k. They assured me that my homeowners insurance will cover the entire cost of it as well. I was never told there were multiple bills that I would receive. I only signed off on the bill stating the cost would be $7k and change. They also charged me $360 for the toilet removal which they promised they would refund me as well since there was a blockage they couldn't get past. My insurance then receives 2 bills. One in which they couldn't cover at all (the 7k and change one) and a second one that they covered partially (the second was $12k and change). Roto Rooter sent my insurance video footage that provided no evidence of the Crack or damage they were claiming they found in the pipe. My insurance refused to pay for the bill due to insufficient evidence. Roto Rooter is now harassing me to pay this $7k bill and the left over $2k. Plus they left my basement completely in shambles. I will have to hire a restoration team to put everything back to how it was. They threw away all my flooring, carpeting and belongings I had. They cut out the bottom of my drywall. I'm sure this is fraudulent behavior as they did not disclose how much this would all cost and they took advantage of me, a young woman, being home alone and went above and beyond to exaggerate the issue. There eas no evidence of the broken pipe they claimed. They also did not fix the issue in a day. We had to call them several times before they resolved the problem.

  Business Response

  Date: 05/10/2025

  *** ******* service was completed accurately within the
  timeline she describes. Water Mitigation took longer to complete due to the
  necessity for asbestos testing before work could be performed. Water Mitigation
  and Excavation are two separate invoices with separate paperwork explained,
  signed by Roto Rooter and then signed by our customer. Per *** ****** adjuster,
  her excavation claim for sewer pipe repair was denied due to a waive in a home
  inspection by her when the home was purchased (unbeknownst to Roto Rooter at
  the time of the claim being filed). The basement is not in shambles. It has been
  correctly treated as a Cat 3 loss by the IICRC standards and *** ****** was
  informed via our Field Supervisor and the documents she signed that Roto Rooter
  is not involved in the put back portion of the restoration process and that she
  will be taken care of by the insurance company per her back up endorsement. Her
  adjuster originally claimed it would be denied but then amended his statement
  that she was covered for up to $10,000 per her policy coverage limits. 

• Initial Complaint

  Date:05/08/2025

  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.

  Regarding invoice ************, service date 4/3/2025. Our basement flooded and we called roto-rooter, a salesman named Gabe came out at 12:30pm, looked over the basement and asked to review our homeowner’s insurance policy. After looking it over he stated that the damage would fall under our dwelling coverage, that had a $1,000 deductible. He pulled up his **** and showed us a quote for $12,000-$18,000 stating the charges would fall in that range. He mentioned we also had backup water coverage for $5,000 with a deductible of $500, but not to worry, it would fall under the dwelling coverage. We may just need to argue with insurance about it. I told Gabe that we could not afford $12,000-$18,000 if insurance only paid $5,000, and he again said not to worry it would be covered. He said that the home would be monitored daily for moisture, this was not done, they brought out 25 fans and we asked them why so many, it seemed excessive and they said it would be necessary because insurance would require it. They came out one day and said they did a moisture check of the basement from outside of our house, no way that can be accomplished. We were charged for excessive equipment, after hours service, to no fault of our own, only based on their scheduling. We have tried communicating directly with them stating that we feel the salesman lured us into believing we had nothing to worry about and that our insurance would cover their fees, told them our insurance is only covering $5,000, their salesman also collected a deductible from us prior to any services in the amount of $1,000 which he said would be due, and we wish to settle this invoice for a total amount of $6,000. This would include the $1,000 deductible we paid up front and the $5,000 insurance is going to pay. They are refusing to settle after numerous emails back and forth. This type of conduct is unethical, your salesmen clearly influenced and lured us into believing the charges would be covered by insurance.

  Business Response

  Date: 05/09/2025

  I have attached all the documentation pertaining to the job we completed for the ***********.  I would like to address the concerns about the equipment, and the dry checks.  The equipment that was used to dry the home is based on square footage, ceiling height, etc.  There is a standard in the industry determined by the IICRC that we must follow during a mitigation project like this.  While the customer may think it seems excessive, it was done to the standards of the home size.  Less equipment would increase the drying days and potentially lead to other issues.  We do not do dry checks from outside the home.  If we arrive on site and nobody is home, we take an atmospheric reading, document with a photo, and add that trip to the bill.  This is also standard industry practice.  
  There were discussions about the possibility that this would be deemed as a sump pump failure (cause of loss) and if so the $5,000 cap would be the limit the insurance company paid.  The customers were acutely aware of this possibility.  There was enough concern about documenting the discussion concerning the policy cap that the Roto Rooter representative listed it on the contract that the *********** signed.  It states:  "Client has been informed of possible cap in coverages if judged as sump pump malfunction".  To say they were unaware of that possibility is simply not true.  They were informed verbally, and in writing of that this was a possibility and if so, they would owe the balance.   Please see the attachment and signed paperwork that clearly lists that statement.  
  The work was done for the price that we quoted.  A certificate of satisfaction was signed when the project was completed.  A bill was sent to the insurance carrier, and they paid the policy cap after deciding it was a sump pump failure (not loss of electricity that the customer stated was the cause).  This leaves the balance due for the work performed.  That balance is due in full to Roto Rooter by the *********** as the contract states.  
  We will be making no further adjustments to the bill as it is correct as it stands.  We expect to be paid in full for our services.  

  I will have to add the attachment to an email I will send to the BBB.  The file and photo documentation are too large to send in this format

  
  

  Customer Answer

  Date: 05/09/2025

  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 point of this dispute is that their salesman lured us into believing that the charges would be covered under our dwelling policy that had a deductible of $1,000 , which he collected up front. Why would Gabe make the determination that we should pay a $1,000 deductible if he wasn’t leading us to believe it would fall under the dwelling coverage. He told us to sign the contract and not worry about it. We told him we could not afford $12,000-$18,000 dollars of this fell under the water backup coverage that is only for $5,000. Your service guys also said that the excessive amount of equipment was needed because our insurance would require it. This is after we asked them why so much equipment was being left at our house. Your employees are not being honest and leading your consumers to believe one thing and then your company is altering something else. This is not a fair practice and is unethical.

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

  Business Response

  Date: 05/14/2025

  As previously stated, you were made aware both verbally and in writing on your contract that if your insurance company deemed this to be a sump pump loss you would have a coverage cap.  It is literally written on the contract you signed.  To imply you were "lured" in to anything is simply not true.  You had a major water loss, contracted with Roto Rooter to resolve the issue and prevent further damage.  The equipment used was the proper amount for the square footage of the affected area was correct.  That is based on science, and IICRC standards.   

  Our position is firm, and final.  

  Customer Answer

  Date: 05/23/2025

  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.

  
  

  
  

  We respectfully want to make it clear that we absolutely were lured into believing this event would fall under our dwelling coverage by Gabe! He looked over the policy, saw that we had a deductible of $1,000 and collected that upfront before he left. The deductible for our water backup is $500 and he didn’t collect that amount. The service guys that were here leaving all of the equipment said it was because insurance would require it. This is when we asked them why in the world they needed to leave so much. What you’re saying doesn’t align with what your employees are telling your consumers. To date we’ve paid $11,677.04 and mailed a check for the remaining $5,000. We told Gabe when he was here there was no way we could afford what was written on the quote/contract $12k-$18k, and he said, “Don’t worry about it, it will be covered by insurance. You may just need to argue with them.” It’s clearly evident by looking at the Miamisburg google reviews that we are not the only consumer who has been deceived by your business. We are still firm in wanting to settle this for a total amount of $6,000 for your service. The $1,000 we paid up front and $5,000 that insurance did pay. The outcome we’re seeking now is a refund of the $11,677.04 that has been paid.
  
  
  
  
  Regards,
  
  
  
  ****** *********
  
  

  Business Response

  Date: 05/27/2025

  Our position has been explained, documented with copies of the files and proof of what was explained to you.  As stated, it is literally spelled out for you on the cover page of the contract you signed.  It could not have been made any clearer.  Our position is final and will not change.  

  Customer Answer

  Date: 05/27/2025

  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 
  We respectfully disagree, as stated in previous correspondence. The salesman and service guys both stated something different. Gabe said it would be covered under dwelling and to go ahead and sign. Service guys said excessive amount of equipment was only necessary because our insurance would require it. We told Gabe before signing that we could not afford what he quoted $12k-$18k, yet we’ve now had to apply for financing and pay the bill in full for $17,677.04. I researched and found several complaints similar to our on your Google account. 

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

  Customer Answer

  Date: 06/04/2025

  We are seeking a refund of $11,677.04 based on the information provided in our dispute. Their salesman reviewed our insurance policy, stated it would fall under the dwelling insurance that had a deductible of $1,000 which we paid up front. Insurance is only covering $5000 under the water backup coverage that had a deductible of $500. We told Gabe we could not afford his quote of $12-$18k upfront and he lured us into signing the contract by saying not to worry it would be covered by our insurance. We also called out the repair folks when they were here placing excessive equipment in the basement and they also said this has to be done because your insurance company will require it. Obviously, what Roto Rooters office staff is saying is completely different that what the people who come to your house tell you! We feel that paying $1000 upfront plus the $5000 from insurance should be what is due in final a total of $6000. Total bill $17,677.04 has been paid, we want a refund of $11,677.04.

  Business Response

  Date: 06/13/2025

  Our position has been explained, documented with copies of the files and proof of what was explained to you. As stated, it is literally spelled out for you on the cover page of the contract you signed. It could not have been made any clearer. Our position is final and will not change.

• Initial Complaint

  Date:05/08/2025

  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 believe they committed insurance fraud on my expense. Ripped up home, steamed cleaned things that weren’t touched by water. They say black water. It may have been but didn’t smell an only touché small area. The only got half from my insurance and threatening me for another 6,000+. The looked over my insurance and assured me they would cover. Had my mother( home owner with stroke and aphasia)) sign. Bad people

  Business Response

  Date: 05/12/2025

  To whom it may concern,

   

  I did speak to this customer on Saturday 5/10 and listened to what her issue was. After the conversation it came down to her still owing money for the work that Roto-Rooter completed. After looking into the project, Roto-Rooter wrote off the remaining balance back in March, so this customer does not have any outstanding balance. 

  Customer Answer

  Date: 05/16/2025

  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 did settle with them because they threatened a lien on home.  They knocked off my deductible.  I have paid for wall repairs, painting and flooring torn up by roto router, out of my pocket.   They told me insurance would pay. Insurance money for repairs went to roto.   Lesson learned. I will not use Roto router again.   
  
  
  Regards,
  
  
  
  ******* * ******
  
  

  Business Response

  Date: 05/24/2025

  To whom it may concern,

  Roto-Rooter did a service for this customer, also did not charge the full amount of the work that was performed. It was not Roto-Rooter that did not pay for the work Roto-Rooter did or the cost to put the house back into pre loss condition. The insurance company shorted this customer for unexplained reasons and now Roto-Rooter is at fault. Roto-Rooter tried to fight the insurance company several times to make the customer whole. Roto-Roter is also going to work with the customer to see how we can help her.

  Customer Answer

  Date: 05/30/2025

  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: 06/02/2025

  I heard from a Roto rep, John M*******.  He said he was going to submit to give me 2000 dollar refund.  I asked for 3500 but am fine with 2.  It will pay for some of the repairs.  
  

  unfortunately I have heard nothing.   Communication is not so good.   I will not call this resolved.  
  

   I sent a file of  the last interaction. 
  

  ******* 

  Business Response

  Date: 06/06/2025

  To whom it my concern,

  Roto-Rooter and the customer came to an agreement. 

  Thank you.

  Customer Answer

  Date: 06/11/2025

  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:05/07/2025

  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 4/16/2025, the drain in our basement overflowed with water while we were washing clothes. We have a finished basement so needless to say this is not good. I immediately downloaded the roto rooter app and setup a service call for the following day, 4/17/25. The service call was scheduled 2-4. Around 2, a nice gentlemen named Codey D*** (tech # ****) arrived for the service call. I explained what was happening and he said it shouldn't be a difficult fix. He was here until 8 pm that night. He continued to snake the drain in the basement and outside but told me he could not locate the clog. He also stated that the toilet in the bathroom in the basement had to be lifted as he felt that was where the clog was occuring. Originally he said it would cost around $400 but since he was going to have to remove the toilet, the cost would now be over $700. We just wanted the issue resolved so we agreed to this. Around 7:30 he finally felt that he had located the clog on the outside trap and said we should be good. I talked to him and signed the papers and he departed around 8 pm.
  
  Last Friday, 5/2/25, my father was washing clothes and once again the drain in the basement overflowed. Luckily we have a sensor through our security company which alerts us when the water overflows. He contacted Roto Rooter and they agreed to send a technician out right away. The tech who came here did not wear booties and tracked up the hardwood floors and carpet. All he did was check the traps, he claimed that Codey should not have taken the toilet off which upset my father since it raised the cost of the service call. Codey also said the work was guaranteed for 6 months. This tech said we only get one service call after the original to "guarantee" the work and not only that, if he had to use his snake we would be charged.
  
  This is crazy, to pay over $700 then be told it would cost even more to have to snake the lines again. I feel like we were taken advantage of and the issue is not fixed.

  Business Response

  Date: 05/08/2025

  I apologize if our services did not meet your standards and I did communicate with the 2nd plumber that came out to the residence.  Not wearing booties, I discussed this with him and there will be internal action taken. To the heart of the matter, is the drain still clogged? When the 2nd plumber came out, he was there for about an hour. He was running water and testing out various access points and could not find a back-up issue. Sometimes it is possible that when it rains a lot that the municipal line outside gets overwhelmed and water backs up into properties. Also, possible that in a townhouse community that multiple lines are connected and next-door property may have an issue. Since the current residence is open, the only direction the water can flow until that clog is either pushed out or open is back into the open line. 

  If the problem is continuing to happen, please call us back and we will send Codey or a different plumber other than the 2nd one as well as a free camera to inspect that there is not an issue internally underneath that the plumbers could not see. You are correct that the warranty is 6 months and when the plumber stated that you get a 1x free opening. That is only if a camera supervisors came out and found an existing issue that needs corrected. If no camera comes out then the warranty always applies for 6 months, no matter how many times we come out. I may be mistaken, but I do not recall any calls into the office to speak with a manager about your concerns. That is the fastest and most effective way to handle an issue. 

  My apologies for the 2nd plumbers conduct and trust me that is currently being delt with. Please do not hesitate to call us if you still need service under the warranty. 

  Customer Answer

  Date: 05/10/2025

  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.

  
  

  
  

  Yes the drain issue still persists. After dealing with Codey being here for 6 hours and not fixing the issue and the conduct of the second technician, another plumber came in and found the issue in 15 minutes which is a piece of the drain piping snapped off underground. Now I am reasonable and hope you will be. I understand Codey said the snake was going to cost around $400. My issue now is that he removed the toilet in the basement and said that was going to cost an additional $300 dollars. The second tech as stated said the toilet did not need removed and the last plumber who came as well stated the toilet had nothing to do with the issue. I actually have a video from the plumber with his information that shows the issue was a busted pipe underground. I do not understand why Codey if he was there for 6 hours didn't think to use a camera and just assumed he corrected the issue. As a business you know tine is money so the fact I had to be there for 6 hours while this went on, I am sure you can understand the frustration. I think a reasonable conclusion to this would be to meet in the middle, while I would like a complete refund, I know there was work done, even if it did not correct the issue. However, the additional money from the toilet I feel should be credited back as it had nothing to do with the issue and increased the bill. As stated I do have a video I can send to verify what I am saying about the cause of the issues. 
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 05/14/2025

  In our last statement, we stated that if the problem is still happening for you to call the office. We have not received a call. The initial job had a warranty attached. When the plumber came out the 2nd time, there was no clog. He was on site for almost an hour running water to see if any access point was clogged. He could not find one. The services you initially paid for, that plumber got the drain open and flowing. That service provided a 6-month warranty. A warranty that you planned on using the 2nd visit. Again, unfortunately the plumbing could not find a clog on the 2nd attempt. We stated last week that we would gladly come out and service you under the original warranty if you still had a clog. We have not heard from you. There is no refund, because we provided service and opened your clog on the 1st visit which you stated in the initial complaint. We cannot help the customer if the customer is not calling in to schedule an appointment. That lends me to believe that there is no clog and your issue was with the attitude of the 2nd plumber. We have handled that issue internally with that particular plumber. 

  Customer Answer

  Date: 05/21/2025

  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.

  
  

  
  

  Again, you are dancing around my issues with this whole process. I never stated I wanted a full refund, I stated the amount that Codey told me it would cost to take the toilet off which is where he said the issue was. Why did the second technician who came tell my father that the toilet should have never been removed? Are you basically saying that your technicians lie to the customers? Saying that Codey fixed the clog would be like saying you needed a new toilet but we will make the bad one work for a few days and or weeks. Why did he never offer the camera? I would think it would make good business sense to have your technicians make sure the clog was actually fixed. He cleared the clog as you say when that wasn't even the issue, there was a busted pipe outside that caused it. So yeah he "fixed the issue" for 2 weeks then it started backing up again. For the amount charged, this is simply not acceptable. You are acting like it was months later the clog came back, it was two weeks. You keep saying the second technician waited to see if the drains would clog when clearly it had clogged which is why we made another appointment. Again, please explain to me why he stated you only get one follow up visit which in your own words to me is another false statement? Why did the second technician not offer to run a camera to see what the issue is? I mean Codey was here for almost 6 hours, surely we would have been ok with the second technician doing more then saying run water and lets see if it clogs. The whole situation was poorly handled by Roto Rooter. You had no issue having the tech spend 6 hours here, tell us oh the toilet is the issue so the price I told you is not right, it will actually be more which I should have just stopped him right then and there. Now all I am asking is for that amount back not the whole amount and you are saying I am just upset because of the second technicians attitude, this whole thing is laughable. We had a local plumber come and fix the issue the right way since after 2 visits and 7 hours, Roto Rooter had no clue. As much  money as your company makes and to not even meet the customer in the middle is frankly disgusting. I now see why so many people have a negative attitude towards your company. 
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 05/24/2025

  I am not sure what the disconnect is here. I've expressed multiple times to calls the office and discuss with a manager. We tried to reach out to you 2x now. We can't issue partial refunds without being able to talk with you. 

  If you have a broken pipe then that needs excavation work. A broken pipe does not go away. If a piece is broken off then the the pipe is broken. Out techs do not carry cameras. The cameras we use are $20k a piece. We use state of the art camera and locators. We have a select group of specialized camera techs which is covered under your warranty. Codey tried all drain sources inside and outside. He took the toilet as last resort to save cost. It seemed to work for those 3-4 weeks which got you functioning. When we came out a few weeks later, there was no clog at the time. Your father in law was there. 

  We have a 4.8 rating on ****** out of the on average 9,000 customers we serve a year in the region. The negative outlook is less than 5%. 

  I'm sorry your not satisfied but I can't help you if you refuse to call in the office or call us back. We tried again this morning. This can easily be fixed by a phone call. 

  Customer Answer

  Date: 05/31/2025

  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 spoke with Bob M*****, general manager in **********. He states they are sending a check in the amount of $340.48. Once the check is received I will close the claim as satisfactory. 
  
  
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 06/02/2025

  Our position is final. We spoke to the customer and he received a partial refund which is what the customer wanted. 

  Customer Answer

  Date: 06/13/2025

  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 of today 6/13 still have not received the refund check. It’s been almost two weeks now since I was told I’d be getting the check. Once I receive it, I will close the complaints as resolved.
  
  
  
  
  Regards,
  
  
  
  ******* ********
  
  

  Business Response

  Date: 06/19/2025

  When dealing with refunds from a corporation, there are procedures. It has to go through various channels and then get processed from corporate HQ. That is why we states it can take 2-3 weeks for a refund check. Customer is receiving what he asked for. There is nothing else we can do as it is just a matter of waiting for the check to arrive. If we were a Mom & Pop business then it would be really easy to just write a check today and send it. No major corporation has a turnaround time of less than 2 weeks. 

  Customer Answer

  Date: 06/25/2025

  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. 
  
   
  check received and deposited. 
  
  Regards,
  
  
  
  ******* ********
  

• Initial Complaint

  Date:05/04/2025

  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.

  Company was called to replace sump pump. Technician came out and 'completed' work. We were told by the technician to attach to 2X4 for better stability for the new pipes he installed. We called company because water was being sprayed out of pump into room in oir basement. We called to have them come out and fix the issue. We were given a window for a technician to arrive. No one showed up. We called and were told there were no technicians available to come out that day and we were rescheduled. Finally a technician was able to come out another day and remedied the problem by attaching a zip tie to the plastic pipes the first technician had installed. We called again today because the sump pump again moved and the newly installed pipes are bending. We were given a two hour window for a technician to come out. No one show up. I called to inquire about our service call. I was told the technician was running behind and we would get a call within the hour (by 7:45 PM on a Sunday night).
  We have yet to hear from anyone at the company. They are very unreliable and their technicians do not seem to be trained well enough to complete the work that they are supposed to be doing
  We would like our money back, so we can hire someone to complete the job correctly, that should have been completed when this company first came out. OR we would like a skilled technician to come out and actually complete the job properly

  Business Response

  Date: 05/05/2025

  Reached out and spoke with the customer. I've addressed his concerns, and have scheduled an experienced technician to go back to the home and properly solve their issues.

  Customer Answer

  Date: 05/05/2025

  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 response will be accepted after the work has been properly completed.  We have an appointment scheduled Tuesday between 5-7:00 PM.  Hopefully they show up this time.

   

  Thank You
  
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

  Business Response

  Date: 05/07/2025

  We have spoken with the customer and addressed his concerns and have scheduled an experienced technician to go back to the home and properly solve their issues today between 5pm and 7pm, per his request.

  Customer Answer

  Date: 05/08/2025

  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. 

   

  Thank you for sending out a technician that finally knew what he was doing.  Brandon fixed everything the way it should have been done the first time.
  
  
  
  Regards,
  
  
  
  ****** *******
  
  

• Initial Complaint

  Date:04/25/2025

  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 March 2025, I hired Roto-Rooter Services Company (Indianapolis) for water remediation services after a Category 3 water loss. During the service, their team caused additional property damage through reckless handling — including damage to my flooring, vanity, and tile work, all of which Roto-Rooter agreed to replace.
  
  However, both of my closet organizers were also structurally and cosmetically damaged during the remediation process. I provided photo documentation and raised the issue directly with their representatives (Joe S*** and Scott). Despite acknowledging other damages, Roto-Rooter refuses to properly address the closet organizer damage. Their only proposal is to patch and paint over the damage, which would not restore the organizers to their original condition.
  
  I have not signed a certificate of satisfaction because the work is not fully complete. Nonetheless, Roto-Rooter submitted the file to insurance and is pursuing billing, while my insurance claim is delayed due to the unresolved damage.
  
  I have made every effort to work with Roto-Rooter directly and am requesting assistance to have them fully replace the damaged closet organizers or provide fair reimbursement. I also request that no final billing proceed until this matter is properly resolved.

  Business Response

  Date: 04/26/2025

  I sent an email to the customer on 4/24/25 at 8:01pm outlining a resolution that he missed. I followed up after receiving this complaint and resent the email while we were on the phone which he received. There were a couple options to hopefully resolve this matter and the customer has agreed on a $400.00 settlement.