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

  6356A Corley Rd Norcross, GA 30071

  
• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

• 

  Roto-Rooter Plumbing & Water Cleanup

  18544 US Highway 19 N Clearwater, FL 33764

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:03/19/2024

  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.

  11/24/23 I called ROTO-ROOTER. I had used them years ago in *******. I trusted them. The pilot light would not stay lit on the water heater. The technician (Steven #****) replaced a part and gave us the bill. I paid $775.00. I thought I was paying for the water heater being fixed. The same problem was still there. It would not stay lit. I called again. A second technician was sent. He did something and left. The water heater still would not stay lit. I finally called another company and paid them to fix the water heater. The problem was solved. To this day I have hot water and no other problems. I stopped payment on ROTO-ROOTER. They finally called me back not to check on the water heater but because I stopped payment. I was paying for a service that I never received. When I returned their call and explained the situation, I was told the manager would call me. He never did.

  Business Response

  Date: 03/20/2024

  first off we never became very angry on the phone with this customer. It was explained to her that the gas control valve was flashing a code that it was bad and need to be replaced per the manufacture.  i offered a refund for the labor but that was not acceptable.  THIS CUSTOMER HAS DISPUTED THE CREDIT CARD CHARGE AND WAS FULLY REFUNDED THE MONEY THE WE HAVE CHARGED HER.  

  Customer Answer

  Date: 03/21/2024

  Better Business Bureau:
  
  There has to be a recording of our conversation.  He did yell at me.  I never received any written.
  
  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.
  
  There had to be other possibilities that came up on the computer for remedies to my water heater problem.  The new part was not needed because it did not fix the problem. 

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

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

• Initial Complaint

  Date:03/19/2024

  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.

  Roto-rooter was asked to come in an access the water damage from a ruptured water heater that flooded a finished basement on 1/31/23. The water mitigation arm of Roto-rooter reached out to ME and had an estimator on 1/1/24 to review the damage and provide an estimate. Nothing communicated with this team mentioned an "emergency" and nothing about the schedule and timeliness if work reflected an emergency. I was told that a water mitigation team would be at my home the next morning. I received a text from the team lead Kayla at 11:57am on 1/2 telling me they would not get to me until 1-1:30pm. This pattern of showing up to my residence late each day sometimes as late as 3pm. The invoice that Roto-rooter provided me on 3/18 after having requested it several time since the initial service in January, have several items on it for charges that are out of line. I was not given opportunity to review this invoice prior to 3/18 because it was in negotiation with my insurance claim adjuster and the billing department refused to provide it although they were very loose to threaten a mechanic's lien on my property several times. The charges that are misrepresented are the Emergency call service charge (Roto rooter contacted me and showed up when they felt like it - there was no communication of an emergency service call, A double tandem axle dump trailer and dump fees - there was no dump trailer and the vendor STILL has trash left onsite after being told several times and told that the team would return to get it. I was charged on several lines for after-hours labor when the teams didn't even get started until after 2pm and 3pm each day. There are charges for safety equipment that the mitigation team was never seen wearing (4 pairs of work gloves, two sets of eye protection and 8 N95 masks for a 2-man team), charges for equipment that didn't even work (they placed 15 fans but 3 were broken), I was charged cleaning fees when I personally did the clean-up.
  Unacceptable.

  Business Response

  Date: 03/20/2024

  We have made contact with the customer and had a discussion about his experience through the mitigation process.  I have explained some of our internal processes related to insurance negotiations and AR.  I will also share a review of our Lien and collections process with the RR management team to address how we can improve.  Customer asked us to review Xactimate line items and they will be completed and detailed notes sent to the customer when finished.  Hope to have complete on 3/21 or at the latest 3/22.

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, 11/19/2023 we had a clog in our sewer plumbing. We contacted RotoRooter (RR) to come and clear the clog. After trying to no avail to remove the clog we were told that we would have to have the street excavated and new ten feet of pipe installed. We were in a bad situation so we agreed to do the job and signed the contract.
  We called ******** in **** county, who do sewer repair, the next day. They told me that the job that RR was going to do would cost $10,000 however since we were in ******* county the job would cost closer to $15.000 because they would have to bring heavy equiptment from **** County. Originally the job was bid by RR at $19,365. when we mentioned the ******** bid, they dropped the cost to $17,465. Although higher we decided to stay with RR and contract had been signed. The job took 3.5 hours excavation and pipe replacement. When complete, there was water in the pipe and this was an anomaly. The salesman/cameraman could not explain to us why. He claimed he would get back to us. I then embarked on a Nightmare. They were not able to get back to me for close to 6 weeks. After trying to reach someone to no avail, they finally told us there was a belly in the pipe and hung up on me. We got the ******* DA involved and they finally 4 weeks after that they contacted the company and we were able to get a camera in the line and now the line is clear no belly and no water in the pipe.
  If we could afford it, we would file litigation.
  We now know that they are NOT a reputable company. They price gauged us, senior citizens, would not communicate with us when we needed answers, and even misrepresented us to DA by saying that they tried to contact us and we would not get back to them.
  This has been a financial and mental hardship for us. RR has NO customer service at all and their prices are WAY more that other businesses that do the same thing. We were in a bind and caved to their inferior treatment of us. We want others to know not to use them.

  Business Response

  Date: 03/15/2024

  We have set pricing we made a proposal and the customer accepted it and signed off she was satisfied.just because someone else said they could do it for less does not constitute a refund.

  Customer Answer

  Date: 03/15/2024

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

  I have also been trying to contact them through email and phone to pay them. They do not respond! This is typical of how they treat customers unfortunately. 
  

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

  
  

  Business Response

  Date: 03/16/2024

  We have set pricing, the proposal was reviewed and accepted by this customer.

• Initial Complaint

  Date:03/14/2024

  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 issue with a sump pump the original date they came out was October 2, 2023. I paid the worker $300 dollars and the worker also collected another $300 from my daughter but it was not documented. During the Christmas Holiday I got Covid and was not able to get the Christmas decorations out until the week of the holiday. In the mad rush I went to pull out the Christmas items and to my horror mud, sludge, mold and water damage was everywhere!. I called Roto-Rooter and the serviceman who came out was shocked and said that the hose that was supposed to be under the pump was shooting up like a waterfall. I treasured memories from past generations, All God's Children original boxes and certificates of authenticity (over 50) and all Christmas ornaments, collected for years were damaged with water, sludge, mold, etc and much of it unable to be salvaged. The worker informed me that the original serviceman had been terminated from the company for stealing, and I later learned from the company that he was not certified to do plumbing.
  I had to call numerous times to get someone to come out to treat the area for mold had grown all over the area and I have asthma and an auto immune disease. After multiple calls, and pleading my case finally on 12/23/23 late afternoon two workers came to treat the area. They reported that the damage was much worst than expected, treated the mold and had to trash a plethora of items and documented a itemized list. Due to the damage with mold I was not there to take pictures of the items thrown away but was told that many pictures and an itemized list were taken and would be sent to me. I never received the list. My Christmas plans were ruined and I had to purchase new decorations at the very last minuteI was advised to run a de-humidifier which I did for weeks. I discovered that mold was still in the closet and called to have the area treated again. I was told I would be compensated but am now 3 months later getting the run around.

  Business Response

  Date: 03/14/2024

  Roto Rooter Requested a list of items that were damaged so we can handle accordingly. Roto Rooter agreed to a price for reimbursement but needs a list of damaged items to make sure that we can process the payment. Roto Rooter has not been giving any run around and has responded to the customer in a timely manner. 

  Customer Answer

  Date: 03/14/2024

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

• Initial Complaint

  Date:03/13/2024

  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 contracted Roto Rooter to clear a pipe, and water mitigation services after a small leak that caused water damage to ceiling drywall.
  I was charged $800 for clearing the pipe.
  They estimated $3,000 to $8,000 for water mitigation (demo of upstairs bathroom, demo of downstairs ceiling drywall, and dehumidifiers)
  My insurance company estimated $2,600 for total water mitigation costs.
  After completing half demo of the upstairs bathroom, demo of ceiling in downstairs bathroom, and dehumidifiers in both rooms, they charged me $6,018 on an invoice with no line-item detail of what was completed.
  This bill was sent directly to my insurance company, and my insurance company ignored them for two months. Roto Rooter suddenly threatened me with a mechanics lien due to nonpayment, when it wasn't my fault the claim wasn't paid. If you bill insurance directly, you cannot expect me to be notified.
  I requested a detailed invoice TWICE with no response for three months. After finally receiving the detailed invoice in March 2024, after being threatened with a mechanic's lien, I was forced to pay the invoice and had no ability to negotiate or discuss the extent to the work done at my home.
  This caused undue stress on me, and forced me to make a $6,018 payment on my credit card and go over my credit card limit without me knowing.
  I have two water mitigation companies that confirmed I was overcharged for this job, purely because Roto Rooter knew my insurance company would pay out. This is not good business practice, not acting in good faith, and taking advantage of a customer that is just wanting to get their home put back together.

  Business Response

  Date: 03/19/2024

  We have reached out to the customer multiple time via email and phone calls and have not been able to make contact.  Happy to review the items from her claim.  

• Initial Complaint

  Date:03/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto-Rooter made three attempts to remove a blockage that was causing a sewer back-up. All failed to adequately locate the blockage and stop the sewage back-up that would re-occur in less than 24 hours after each service call. The camera work was not done at any of the three service calls as promised. The techicians who were doing the repair had no images to work from so were at a disadvantage. The camera work was done after the third service call but was not conclusive since it did not locate the blockage in the J trap since they did not look there. They looked to the right (interior to house) and to the left (exterior to street) of the J-trap but not in the J-trap. They wanted an additional $600.00 over the $755.59 already paid to them to continue the work. I decided to wait since it was more than I could afford at the time. The blockage was not found so I requested a full refund or at least 50% of my expense. Roto-Rooter would not refund 1 penny and only wanted to tear out the main sewer pipes in my house and replace the J-trap that would cost thousands of dollars. I needed to think about such a large expense but on my own after their attempts I found the blockage to be in the J-trap. I used my own snake and was able to adequated remove the blockage and now have not had any back-ups for almost two months. I believe I fixed the problem without their help so should be entitled to a refund.

  Business Response

  Date: 03/13/2024

  We poke to the customer, explained what was charged, and that the 2nd time we were out there we applied the labor credit of $199 that was charged the first time we went out. I also explained to the customer he was told a couple of times that he has a house trap that needs to be removed and will keep backing back if it doesn't get removed. As a courtesy, we went back out two additional times to re-drop the line again. customer was given a proposal to remove the house trap, but he declined at the time

  Customer Answer

  Date: 03/19/2024

  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.

  On the fourth and last visit to my home by Roto-Rooter the sewage back-up was still present. The blockage was not cleared and the caps were not replaced properly as they agreed to do and they leaked. The leaking caps photograph ************ is attached to this response as is the photograph J Trap Plugs.jpg of the red caps that I replaced myself. I felt that this notion of the back-up not being able to be fixed without major J-Trap removable was not acceptable. It has been over two months now that I myself cleared the J-Trap and have not had any problems with sewage back-up. I fixed the problem and Roto-Rooter did not. The claims they are making are not substantiated in light of the fact that I do not have recurring problems and I believe that my repair will be long lasting.  
  
  
  Regards,
  
  
  
  *** ***********
  
  

  Business Response

  Date: 03/20/2024

  spoke to the customer, explained what was charged, and that the 2nd time we were out there we applied the labor credit of $199 that was charged the first time we went out. I also explained to the customer he was told a couple of times that he has a house trap that needs to be removed and will keep backing back if it doesn't get removed. As a courtesy, we went back out two additional times to re-drop the line again. customer was given a proposal to remove the house trap but he declined at the time.

  I have also won the dispute with customer bank and explained in detail what transpire. 

  Customer Answer

  Date: 03/21/2024

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

  Roto-Rooter was sent the image ******** showing the leaking sewer pipe caps that were damaged by Roto-Rooter when they attempted to re-install them on their fourth visit to my home. I decided not to have any further work done by them since they were unable to find the sewer blockage and damaged the sewer caps. They have not acknowledged this. I responded to **** Credit cards with the letter *** ******* from ******** ******** *** ******* stating their involvement in this matter. **** Credit Cards is not my bank as Roto-Rooter has stated in their last message to me. They are only my credit card company. They also said they have won the case with my bank and get to keep my money. I have not heard back from **** Credit Cards with this final descision and have only heard of it just now from Roto-Rooter. I do not think this is good business practice to receive the decision from Roto-Rooter and not from my credit card company. The fact that they say they have won does not make it right in light of the damage to the sewer pipe caps and their inabitlity to find the blockage in my sewer pipes. **** Credit Cards gave me the option to send my documents to them via email which I did after intially mailing my documents via US Mail. Now they are telling me that they cannot accept photographs since their system cannot handle them in email. It should have been made clear in the beginning that the images I sent them could not be used as document evidence in this case. The image red J-Trap Plugs in my last response shows the work I did to repair the damaged sewer caps. **** Credit Cards has not given my damaged sewer pipe caps evidence photographs any consideration as has Roto-Rooter also not done so. If BBB can inform me what their role is in this investigation I would greatly appreciate it. I am not clear as to what can and what cannot be done in this process.

  Sincerely,
  *** ** ***********
  

  Business Response

  Date: 03/21/2024

  spoke to the customer, explained what was charged, and that the 2nd time we were out there we applied the labor credit of $199 that was charged the first time we went out. I also explained to the customer he was told a couple of times that he has a house trap that needs to be removed and will keep backing back if it doesn't get removed. As a courtesy, we went back out two additional times to re-drop the line again. customer was given a proposal to remove the house trap but he declined at the time. 
  I have also won the dispute with customer bank and explained in detail what transpire, will continue to communicate with Bank if they have any issues. 

  Customer Answer

  Date: 03/22/2024

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

  Prior to filing a complaint with BBB I had placed a dispute with **** Credit Cards regarding the plumbing work done by Roto-Rooter. I provided them with all the documents they requested via US Mail and was then given the opportunity by them to continue communications via email to save me mailing costs. At that time I received a phone call from Roto-Rooter in regards to my dispute with **** Credit Cards. In our conversation they mentioned the service calls they made. In light of the fact that my sewer back-up was still not resolved I asked if they could take on some responsibility for the work not completed and offer me a 50% refund. They refused and were firm in not returning any of the $755.59 that I paid them. I kindly said that I was hoping we could reach some sort of agreement without having to go to small claims court. Their response was for me to go ahead and do that and that they had a legal team ready to fight my dispute. I on the otherhand do not have a legal team and am only a small private home owner trying to do the right thing. It was intimidating for me to hear of this legal team. At that point I knew that nothing could be done on their end so said "thank you" and we ended the phone call. At 1:17pm on March 21st, 2024 I saw that a message was left on my answering machine from Roto-Rooter. There was no message left with just a click and a hang-up from them. I was not clear why they were calling me on the phone since the BBB forum was there for communications. From my past phone conversation with them I thought it could possibly not be a positive reason for their call. Once again I felt a bit intimidated by this blank phone message and would like to request that Roto-Rooter not call me on the phone at home but use the BBB forum since it was purposed precisely for the two of us to communicate. I would like to know from BBB how this forum can help to acheive a resolution and when that may occur.
  
  
  Regards,
  
  
  
  *** ***********
  
  

  Business Response

  Date: 03/22/2024

  spoke to the customer, explained what was charged, and that the 2nd time we were out there we applied the labor credit of $199 that was charged the first time we went out. I also explained to the customer he was told a couple of times that he has a house trap that needs to be removed and will keep backing back if it doesn't get removed. As a courtesy, we went back out two additional times to re-drop the line again. customer was given a proposal to remove the house trap but he declined at the time. There is no further action to be made on Roto Rooter Side. 
  I have also won the dispute with customer bank and explained in detail what transpire. I will continue to communicate with bank only if they have any questions. 

  Customer Answer

  Date: 03/22/2024

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

  Prior to filing a complaint with BBB I had placed a dispute with **** Credit Cards regarding the plumbing work done by Roto-Rooter. I provided them with all the documents they requested via US Mail and was then given the opportunity by them to continue communications via email to save me mailing costs. At that time, I received a phone call from Roto-Rooter in regard to my dispute with **** Credit Cards. In our conversation they mentioned the service calls they made. In light of the fact that my sewer back-up was still not resolved I asked if they could take on some responsibility for the work not completed and offer me a 50% refund. They refused and were firm in not returning any of the $755.59 that I paid them. I kindly said that I was hoping we could reach some sort of agreement without having to go to small claims court. Their response was for me to go ahead and do that and that they had a legal team ready to fight my dispute. I on the other hand do not have a legal team and am only a small private homeowner trying to do the right thing. It was intimidating for me to hear of this legal team. At that point I knew that nothing could be done on their end so said "thank you" and we ended the phone call. At 1:17pm on March 21st, 2024, I saw that a message was left on my answering machine from Roto-Rooter. There was no message left with just a click and a hang-up from them. I was not clear why they were calling me on the phone since the BBB forum was there for communications. From my past phone conversation with them I thought it could possibly not be a positive reason for their call. Once again, I felt a bit intimidated by this blank phone message and would like to request that Roto-Rooter not call me on the phone at home but use the BBB forum since it was purposed precisely for the two of us to communicate. I would like to know from BBB how this forum can help to achieve a resolution and when that may occur.
  
  Regards,
  
  *** ***********
  
  

  Business Response

  Date: 03/25/2024

  We spoke to the customer, explained what was charged, and that the 2nd time we were out there we applied the labor credit of $199 that was charged the first time we went out. I also explained to the customer he was told a couple of times that he has a house trap that needs to be removed and will keep backing back if it doesn't get removed. As a courtesy, we went back out two additional times to re-drop the line again. customer was given a proposal to remove the house trap, but he declined at the time

  Customer Answer

  Date: 03/27/2024

  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.
  
  Roto-Rooter has not acknowledged the damage they made to my sewer caps that are shown leaking in image ************ attached. This was their installation/replacement of the caps. There was some flooding in my basement due to the leaking caps. I was able to determine that the blockage was in the J-Trap just to the right of the profusely leaking cap shown. I cleared the blockage myself and have not had any back-up problems for almost three months now. They never found the blockage in the J-Trap that all their responses substantiate. Their belief that this problem will reocurr has now been proven wrong in light of my repair which has been long lasting and for all intents and purposes is permanent. With my regular maintenance of the J-Trap two or three years down the road this back-up issue will not cause the problem Roto-Rooter failed to correct for not even 24 hours. I replaced the caps with new red caps shown in attached image ****** *********. Roto-Rooter failed to fix the problem and request a full refund of $755.59. If this cannot be resolved through this BBB forum I will go to small claims court and hopefully they will assist me in this matter. I have provided the most accurate and honest account of what transpired and I am requesting that BBB make a decision on this complaint. The labor done by Roto-Rooter was not competent in my opinion and only produced hard-ship for me. I am also claiming undue hard-ship since I had to live with sewage back-up until the time I fixed the issue myself. Every visit from Roto-Rooter always ended up with them wanting to remove sewer pipes in my house at great expense. The two hang-up phone calls from Roto-Rooter are attached in the images ************ and ************ from my answering machine record. No messages were left from them. Roto-Rooter is not addressing my claim of damage to sewer caps and failure to clear J-Trap blockage.

  I look forward to hearing from BBB with their response.

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

  Business Response

  Date: 04/18/2024

  spoke to the customer, explained what was charged, and that the 2nd time we were out there we applied the labor credit of $199 that was charged the first time we went out. I also explained to the customer he was told a couple of times that he has a house trap that needs to be removed and will keep backing back if it doesn't get removed. As a courtesy, we went back out two additional times to re-drop the line again. customer was given a proposal to remove the house trap but he declined at the time.s why here...

  Customer Answer

  Date: 05/12/2024

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

  Roto-Rooter continues not to recognize that I was able to clear the blockage to my sewer line and that they failed in doing so. It has been almost five months now that my sewer line is in perfect working condition due to my efforts to satisfactorily clear the blockage. In addition Roto-Rooter has not acknowledged the damage to the two sewer line caps that they caused and the replacement of them at my expense. This is well documented in my previously attached photographs. I paid for a service that they did not deliver on. It is not clear how many months or years have to pass in order to show that their claims of this J-Trap issue returning are not well founded. I sincerely hope that the Better Business Bureau will take this into condsideration when when finalizing their determination. My request for the remaining $535.59 to be refunded to me is legitimate based on the information provided over these long months we have been in communication. 

  Business Response

  Date: 05/17/2024

  We spoke to the customer, explained what was charged, and that the 2nd time we were out there we applied the labor credit of $199 that was charged the first time we went out. I also explained to the customer he was told a couple of times that he has a house trap that needs to be removed and will keep backing back if it doesn't get removed. As a courtesy, we went back out two additional times to re-drop the line again. customer was given a proposal to remove the house trap but he declined at the time. why here...

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

  Roto-Rooter continues not to address the contents brought forth in my previous response to them. They never address all the issues I put forth to them. I have fixed the waste-line blockage myself for about 6 months now and have no issues with back-up as Roto-Rooter claims. 

  Regards,

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

• Initial Complaint

  Date:03/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother is 91 and blind!!!
  Her basement drain was blocked with washing machine lint, I freed it but my mother wanted it clearing professionally. I had called around a few plumbers whose charges were set between $79.00 to $. 97.00, but they couldn’t come out straight away. My mother said “call roto rooter ? I’ve had them do work for me before”.So they were to come over the following day between 11am and 3 pm. I couldn’t be there in person because I work. I asked customer service to tell the tech to call me when he had a price for the work, she said she will add it to his notes,He didn’t call!!!!!!! When I asked my mother how much she was charged ? I nearly fell through the floor!!!! $ 465.00!!!!!! I called to complain and I was offered $75.00 . Which in itself is a sign of guilt that you actually offered me a pathetic amount of money back . lol!! You people are charlatans!!!! How on earth can you sleep at night when you charge the likes of a 91 year old blind woman $465.00 when it was no more than a $ 100.00 job? Shame on you all!!! I can’t and won’t recommend you to anyone . I have nothing good to say about your company!! MAKE IT RIGHT!!! A 91 YEAR OLD BLIND WOMAN!!! HOW COULD YOU!!!!

  Business Response

  Date: 03/11/2024

  It is our sincere apologies that the direction was missed and not relayed to our techs from the call center. We are fully refunding her and I have spoken with the customer in question. 

• Initial Complaint

  Date:03/08/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My tenant called Roto-Rooter to mitigate a water heater failure and basement flood Friday evening 2/23/2024. Roto Rooter office 55 employee Timothy J***** engineered a situation where my tenant was signing documents for me by proxy (Friday night with me out of state and emergency situation) totaling $3k-$5k. Days later on Monday 2/27, Mr. J***** manipulated same tenant to have him sign a change order totaling $20k-$30k which I did not authorize, or even see until it was submitted to ***** **** with my name and signature. ***** **** has negotiated price down to $14k. I am seeking to pay Roto Rooter up to $5k per original mitigation estimate that I authorized. (Note that in attached claim submitted to ***** ****, **** ****** is my other tenant at 2100 East Dauphin. Apart from placing the original call to Roto Rooter, she has not been involved in any transactions.)

  Business Response

  Date: 03/08/2024

  Roto Rooter provided emergency services for our customer on a late Friday evening. Technicians pumped out the basement, disinfected, sanitized and began drying until about 2 to 3 am. During the mitigation, the technician and field supervisor attempted to reach the landlord and were unable to after various attempts to advise that the amount of water in the basement and the work necessary to properly mitigate was going to exceed the initial quote. Although the legally binding contract signed advises that services rendered may exceed the initial quote, our technician and Field Supervisor tried reaching the customer in good faith to advise of the new changes scope. The homeowner initially advised us to move forward with the services necessary to properly mitigate and allowed for the tenant to sign on their behalf prior to moving forward with the services. Roto Rooter has been transparent throughout the entire mitigation process. Roto-Rooter submitted an itemized invoice, which is generated using an insurance-based program. The invoice submitted is reasonable and fair for the services rendered and also is in line with industry standard pricing. Roto Rooter is willing to work with the insurance company in order to settle any outstanding balances and believes a $5,000 desired settlement is unreasonable and unfair, especially when the insurance company is willing to pay 3 times the desired settlement amount. 

  Customer Answer

  Date: 03/13/2024

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

  Roto-Rooter used my tenant's signature and my name as my consent to a change order that was made 2/27, four days after I authorized work to be performed at my house. I learned about this alteration when I received the amended paperwork by email on 2/27. 

  That change order increased the work estimate from a maximum of $5,000 (five thousand dollars) to a maximum of $30,000 (thirty thousand dollars). I did not authorize my tenant to sign for me on 2/27, do not consent to my name being added to the document, and do not approve this change order. 

  On 2/23, as my basement was flooded, my tenants were without water, and I was 4 hours away, Roto-Rooter branch 55 employee Timothy J***** requested that I authorize my tenant, ******* Tatum, to sign documents on my behalf to allow the work to proceed. I trusted Timothy and consented. The document I received by email immediately after ******* signed showed ********* name and an estimate of $3,000-$5,000 (three thousand to five thousand dollars). 

  There was nothing about the job that warranted a change order. As seasoned professionals who routinely perform this kind of remediation, everything about the work was evident to Roto-Rooter from the moment they set foot in the house on 2/23—the failed water heater; the quantity of water on the floor; the square footage of the unfinished, largely empty basement; the equipment and time they would need to complete the task.

  Mr. J***** and I were in contact the morning of 2/24 by phone and text, but he did not mention any change of scope or revised estimate. On 2/24 I requested a proper itemized estimate of services rendered that I could sign in my own name. Mr. J***** replied to my email on 2/26 but again did not mention a change order or revised estimate. My tenant ******* reports that the Roto-Rooter employee who arrived at 2100 East Dauphin on 2/27 told him that I had again authorized ******* to sign on my behalf, which I had not. The forged document with the revised estimate that I received on 2/27 has ********* signature but my name, and the date of 2/27. 

  At best, Mr. J***** failed to communicate the amount Roto-Rooter would bill, then made missteps in trying to cover his error, and Roto-Rooter needs to honor its estimate. (The price difference would have easily led me to suspend the work or not hire Roto-Rooter in the first place. I was planning to drive to the area on the morning of 2/24 anyway, I had a pump on the premises, I had a plumber available, etc. As it was, my plumber had a new heater installed and the the water restored 18 hours later. I and my friends could have easily emptied the basement ourselves. At this point, I certainly wish we had.)

  At worst, Mr. J*****, with the complicity of Roto-Rooter branch 55 and the Roto-Rooter corporate office, preyed on a homeowner in a moment of crisis, and engineered a bait-and-switch to extract more money from me and my insurance. Judging by the immediate delivery of the first ******** document on 2/23, there was no reason my tenant ever needed to sign documents on my behalf, and I regret consenting to the arrangement on 2/23. I should not have trusted Mr. J***** or the Roto-Rooter brand.

  It is laughable that Roto-Rooter would assert that securing a tenant's signature four days later, with no notification to the homeowner, somehow constitutes transparent communication or a good-faith effort to serve its customer.

  I have yet to see an itemized invoice with real dollars attached to the services performed. I also have not seen any documentation of work Roto Rooter completed at **** **** ******* ******, including images of the faulty water heater and any damage to the floor or walls, per the conversation Timothy J***** and I had with ***** **** before the remediation began on 2/23.

  While the $13,100 (thirteen thousand one hundred dollar) amount Roto-Rooter has settled on with my insurance may be reasonable and fair to Roto-Rooter’s bank account, it is not reasonable or fair to ***** ****, or to their customer who trusted their estimate of $3,000-5,000 for the work performed, and ultimately would have to pay the bill in deductible and higher premium.

  Regards,
  
  
  
  ****** *****
  **** **** ******* ******* ************ ** ***** 
  ###-###-#### 

  Business Response

  Date: 03/16/2024

  The insurance Company sent back a comparative estimate, and valued the mitigation services roughly at $13,500.00. We are willing to work with the carrier to settle the claim, but are not willing to accept a fraction of the payment for the services rendered. Roto rooter has been transparent throughout the entire process, and the gap of communication occurred after mid night when our field supervisor and technicians were attempting to reach the customer to explain the further extent of the damage, and could not reach the customer. 

  Customer Answer

  Date: 03/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I’m copying here the message I sent to Roto-Rooter Water Mitigation Representative Michael L***** et al on Saturday, March 16:

  Thank you, Michael. Because my claim manager explained that ***** **** was legally obligated to make a payment, and because I am not satisfied with Roto-Rooter’s service, I requested that they release funds to me and I will be holding them in escrow until a reasonable agreement can be reached. 
  
  I appreciate Roto-Rooter’s offer of $10,999.70. It is still a far cry from the maximum of $5,000 I authorized on February 23. 
  
  I remain baffled by what could have transpired between February 23 and February 27 to make the cost more than double, since all the perimeters of the job were known from the beginning, and Mr. J***** made no mention of any change of scope in our communication on February 24, February 26, or after. 
  
  And I am amazed that you and others in the company seem to stand by your employee again using my tenant as my proxy on February 27, without my knowledge or consent, and despite my asking explicitly (by email to Mr. J***** early on February 24) for an itemized estimate that I could sign myself. 
  
  I’m not sure how we are going to be able to reconcile these very different understandings of what is legal, fair, or basic customer service. But I would appreciate any movement you can make toward the following:

  1. Commitment to no further communication with my tenants at **** **** ******* ******, whether by billing them or having them sign documents. I understand that **** ****** made the initial call to your company and that ******* Tatum signed documents on February 23 and 27. Both of them now deeply regret being involved and would like not to hear from Roto-Rooter again. Thank you for any statement you can make in writing that assures us they will not be contacted again. 

  2. Correction of the amended estimate. Please remove my name after ******* Tatum’s signatures and insert Anthony’s name, as you did when I consented to ******* signing on February 23. As I have not signed any documents for Roto-Rooter, my name should not appear after any signature. 
  
  3. Any indication of what new developments, not foreseen by the Roto-Rooter team when they estimated $3k-$5k on February 23, caused the scope of the job to increase drastically by February 27. 
  
  4. An invoice that shows a meaningful effort to fall within the $3,000 to $5,000 range I agreed to on February 23. Had I understood Roto-Rooter would actually charge more than double the initial estimate, I would have never consented to the work. 
  

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

  Business Response

  Date: 03/21/2024

  Roto Rooter is willing to accept what the insurance carrier has deemed what the mitigation was worth, not what the actual cost of services were, in order to settle and close the claim in good faith. 

  Customer Answer

  Date: 03/27/2024

  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.

  Customer is requesting that Roto-Rooter honor their estimate made with his permission on Friday, February 23, 2024, not inflated amount based on change order signed by third party, without customer's knowledge or consent, after work was completed on February 27.

  Customer has requested: (1) Assurance that Roto-Rooter will not again contact third party for proxy signatures, with invoices, or for any other reason; (2) Customer's name be removed after signatures on all documents he did not sign; (3) Detailed description of what caused the scope of the work to drastically increase beyond the agreed estimate on February 23, which required the unapproved change order after work was completed on February 27; (4) Meaningful attempt for Roto-Rooter to deal fairly with its customer and honor the $3,000-$5,000 estimate he consented to. 

  Roto-Rooter has not replied to these requests, which do not seem difficult or extreme to the customer. Customer now assumes that proxy signatures, unauthorized change orders, bills sent to third parties, and other dubious practices are part of Roto-Rooter's business model. 

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

  Business Response

  Date: 04/18/2024

  Roto Rooter provided the itemized invoice along with all justification and support. Landlord had given field supervisor's consent for tenant to sign on landlord's behalf. Several attempts were made to reach landlord while pumping/extraction was taking place(1-2AM) to go over scope change due to further damage/water needing to be pumped out. Carrier issued undisputed payment for roughly $13k, which excluded several necessary services provided in order to achieve pre-loss conditions. In good faith, Roto-Rooter is willing to accept the amount carrier has issued in efforts to settle with the customer. 

  Customer Answer

  Date: 05/09/2024

  Better Business Bureau:
  
  
  
  This conversation is extremely tedious. I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Roto-Rooter  has received the following letter from my lawyer and I am awaiting their reply. 

  ___

  April 30, 2024
  
  Via First Class Mail and Email
  Roto-Rooter
  Attn: Michael L*****
  
  
  Re: ****** *****/**** ** ******* ******* ************* ************
  
  
  Dear Mr. L*****:
  
              This firm represents ****** ***** the owner of **** ** ******* **** ************* **. The date of loss is February 23, 2024. The tech who assisted *** ***** was Timothy J***** (****).
  
  On the date of loss, *** ***** contacted your office to remove water from his basement. *** ***** received an initial estimate between $3000 and $5000. At that time, *** ***** authorized his tenant to sign on his behalf for the initial estimate. *** ***** subsequently contacted your office and rescinded his approval for his tenant to sign on his behalf.  Thereafter all estimates were to go to *** *****.  However, despite *** ******* express statement that his tenant could no longer sign on his behalf, a revised estimate was provided to his tenant for $20,000-$30,000.  *** ***** did not approve of the revised estimate.
  
  It is entirely unclear as to what necessitated the exponential increase in the estimate. Nevertheless, *** ***** did not approve. Understandably, *** ***** was shocked to receive an invoice that dramatically exceeded the initial estimate.
  
  Roto-Rooter’s actions in this instant matter were designed to deceive *** ***** into paying dramatically more than what he was initially quoted.  Given that *** ***** did not approve of the revised estimate, it is unclear as to what basis Roto-Rooter had to send an invoice based on the unapproved revised estimate.  Such actions violate ************** Unfair Trade Practices and Consumer Protection Law.   The purpose of the ****** is to protect the public from unfair or deceptive business practices. ******* ** ************ **** **** **** *** **** **** *** **** ************ ************** Supreme Court has stated courts should liberally construe the ****** in order to effect the legislative goal of consumer protection. ***** ** ******* ** ********** *********** ***** *** *** **** **** *** **** **** *** ******. The ****** specifically prohibits “fraudulent or deceptive conduct which creates a likelihood of confusion or of misunderstanding.” See ** **** * *************.   I note that this is exactly what transpired in this situation. 
  
  The ****** provides for triple damages and attorneys’ fees to a prevailing party.  *** ***** is prepared to exercise his rights under the ******, in the event that we are not able to resolve this matter.   *** ***** is prepared to resolve this matter in full for a lump sum, total of $5000. Payment will be made immediately following receipt of your executed agreement to the general release attached. Should you wish to discuss, please have your legal counsel contact me.  I trust that this matter can be resolved without the need for further action. 
  
  Regards,
  
  ******* ** ******
  ******* ******** *** ***** ***

  ____

   

  
  Regards,
  
  
  
  ****** *****
  Homeowner

  Business Response

  Date: 05/17/2024

  As previously stated, Roto Rooter is willing to settle the claim for the amount that the insurance carrier has paid. 

• Initial Complaint

  Date:03/05/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had work done at a rental property by Roto-Rooter at **** ***** ****** ********* ** *****. When the toilet is flushed, it backed up a little. Apparently, the sewer line was backed up. The tech did some work was an auger. He broke the toilet where it fits on the floor. The side piece was broken off. That caused the toilet to leak. While he was cleaning the sewer, he found a hose that was blocking things. That hose was lost when Roto-Rooter was working on my neighbors house. The work was done on 1/26/2024. I asked Roto-Rooter to come out and look at the toilet. I was told it will cost $99 just for them to come out and look at it. He told me I waited too long to call them. I let them know my son died, and I was taking care of funeral arrangements and his estate. They do not have any hardship options.

  Business Response

  Date: 03/19/2024

  Spoke to customer, sending plumber out to look at issues
  at no charge.  Customer is happy with this result.

  Customer Answer

  Date: 05/03/2024

  Please see the attached complaint. 

  Business Response

  Date: 05/06/2024

  Spoke to customer, said we would send a plumber out tomorrow with no trip charge to diagnose issue. 

  Customer Answer

  Date: 05/20/2024

  consumer called and left voicemail that the business did resolve her issues 
  
  and purchased her a new toilet and fixed her issue 

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company because the tenant toilet and bathtub was overflowing with water . They came out did what they did gave me a 6 month guarantee . Alittle over 2 weeks later the problem of the toilet and bathtub overflowing reoccurring I called them back they are saying the problem is not on the main sewer so they have to charge me again this time $925. I called spoke to the manager he resent the same guys he sent the second time and is telling me the same thing I have to pay again. I explained that the original problem was not properly resolved so I should not have to pay again. I have my original 6 month warranty receipt. I want my money back and I will have to hire someone else to resolve the problem because they didnt and is not willing to unless I pay again. Which I should not have to pay again for the same problem .

  Business Response

  Date: 03/05/2024

  I have provided the paperwork for the visits. The original work was to snake and unclog the main line from the house trap in the basement. When we returned, we rechecked the main line from the basement trap and it was clear. The plumber determined that there was now a clog on the first floor. The only access to snake that line is to now remove the toilet on the first floor and snake it from there. The customer was provided an additional estimate of $925.00 plus tax. We are willing to reduce the cost down to $630.00 plus tax. 

  Customer Answer

  Date: 03/08/2024

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