Plumber
Roto-RooterThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Roto-Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 791 total complaints in the last 3 years.
- 262 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:02/19/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are writing regarding extensive damage to our home located at *** ********* ***** in ********* **** caused by Roto-Rooter and requiring over $11,000 of repairs.
Last summer Roto-Rooter performed extensive work for *** **** at his home located at *** ***** *** ******, ********* ****, *****. Our home is located adjacent to ***** and our sewer line is connected to his, a pre-existing condition typical in the ****** ******* neighborhood. During Roto-Rooter’s work, our sewer line was damaged and not properly re-attached to the remaining line, resulting in a back-up of sewage into our basement. This required us to hire professionals to remove the water from our basement and excavate in *** ****’s yard to reattach the sewer pipes. We also lost many items stored in the basement and were required to repair equipment located there and incurred other expenses which are documented herein.
We have tried numerous times to contact Roto-Rooter about this issue. A gentleman named Rich left one voice message but then never returned our numerous calls over several days. Your customer, *** ****, also called Roto Rooter several times, and has not received the information he has requested.
Please find attached a time-line and work description (including photos) and an accounting of the costs that we incurred due Roto Rooter's negligence in failing to reconnect the sewer pipe.
We expect to be reimbursed within 10 days of this communication for the full amount we have already spent. This matter has caused considerable cost, inconvenience and frustration.
I have al the bill but could not upload them - File was too big.Business Response
Date: 02/20/2024
Explained to the customer that this is not something we are to be held liable for. During our work we never encountered another sewer line. We passed a city inspection of our work. This would not have passed inspection if another line was damaged. It was also explained to the customer that our work was done back in July and if their line had collapsed during our work, it would have backed up well before 9 months.Customer Answer
Date: 02/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
*** *** ***** ******1. City Inspections have nothing to do with this matter. Inspection are not conclusive or an accounting of all issues.
2. When our contractor dug in the area our damaged pipe was immediately visible and adjacent. We have asked numerous times (see my timeline) for the pictures that would show their digging. They have not provided the picture as evidence supporting their position. This would be easy to do - why are they not providing them.
3. The tenant is one person who lives there only intermittently as she has a house in another state. It is a fact that the back up would occur over several months.
4. In ***** ****** (our contractor) notes in the Exhibits that "the pipe was disconnected and was cause the sewer to back up."
5. It is ***** ******* position that it was cause by Roto Rooter.
6.. This kind of damage would not have happened on it own (collapse and in particular a disconnected pipe) - a portion was removed.
7. Please have them submit evident to you, they have been unresponsive.
8.. We don't believe it is true that Roto Rooter never encountered our sewer line. They simply ignored what they saw to our detriment.
Business Response
Date: 02/21/2024
A disconnection would have been seen during an inspection and we would not have passed inspection if disconnecting someone else's line.
We are not able to provide pictures of a dig that was not in his property, nor did he pay for.
Unfortunately, we are not going to assume responsibility because a competitor says we did the damage 9 months prior to them exposing the line.
Customer Answer
Date: 02/22/2024
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.This business (Roto Rooter) is misunderstanding and/or intentionally misstating the facts. To be clear and conclusive regarding this issue and their response, we have three corrections.
Because our excavator/plumber clearly revealed the disconnection and damage to our sewer line by excavating in the exact location of Roto Rooter's excavation and work, that same area and the damage would have been unavoidably evident from Roto Rooter's excavation. The damage could not possibly have occurred after Roto Rooter's work and their filling of the excavation. Again, it's not possible that the sewer line disconnection and damage could have occurred after Roto Rooter filled their excavation.
Roto Rooter is likely in possession of photographic evidence of their work, but not willing to share it. Those photos would clearly show the same damage revealed by the later excavation. To be clear, again, the damage was done not on our property but on our neighbor's property where Roto Rooter was working. Roto Rooter's customer, who paid for that work, has also requested those photos and has been denied.
The reason for the approximately 7 month delay from the time of the damage (July '23) until the sewer back-up and damage to our house (Feb '24) is due to the fact that the property was undergoing interior renovations and was unoccupied until September '23 and was subsequently occupied only intermittently by a tenant who travelled between 2 homes. It took a few months for the sewer to eventually back up due to the previous damage.
For those reasons. the damage to our sewer line was unmistakably caused by Roto Rooter's work on the neighboring property and Roto Rooter is entirely liable for that damage and the required repairs.
Regards,
*** *** ***** ******
Business Response
Date: 02/23/2024
A disconnection would have been seen during an inspection and we would not have passed inspection if disconnecting someone else's line.
We are not able to provide pictures of a dig that was not in his property, nor did he pay for.
Unfortunately, we are not going to assume responsibility because a competitor says we did the damage 9 months prior to them exposing the line.Customer Answer
Date: 02/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
*** *** ***** ******The Business has responded again (twice) with the same exact few sentences and is not engaging in the interactive process as set forth by the BBB.
In excavation, Roto Rooter would have take photos. Our contractor ***** ****** took many photos, as is the normal process for such a contractor. The photos clearly show the disconnected pipe. Why won't Roto Rooter provide the photographic evidence? Their client has asked for the pictures as well.
Our last response we made the three key corrections that Roto Rooter either misunderstands or intentionally ignores - so I won't repeat our response here again.
BBB what do you suggest we do now that Roto Rooter is not engaging in the interactive process and responds with not additional information?
Thank you.
*** ******
Business Response
Date: 02/29/2024
Roto Rooter stand by pervious statement. Roto Rooter is not able to provide any record of work performed to a party not associated with the said work.Customer Answer
Date: 03/18/2024
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.Business has not fully addressed the issue and has not indicated if they possess photos of the excavation performed by their crew. That evidence would likely show the sanitary line damaged at that time. The fact that the damage was revealed by our contractor ("a competitor" to Roto Rooter) is irrelevant. That damage cold only h been created by Roto Rooter at the time of their work at that location. They clearly would have seen our line and the damage they caused. Possibly not understanding that the line was active, they ignored the damage and made no correction or notification. They are liable for the repairs required.
Regards,
*** *** ***** ******
Customer Answer
Date: 05/20/2024
In answer to your questions, there is no contract or invoices between us and the business, as explained. Roto Rooter had a contract and invoices for performed work for the owner of the property adjacent to our property (not us) and, by performing that work, caused the damage to our sewer line.Initial Complaint
Date:02/17/2024
Type:Billing IssuesStatus: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 called yesterday, February 16th. 2024, and talked to both Kim (Supervisor) and Dan (an assumed Employee) who stated that I would get a FREE ESTIMATE meaning an offer by the plumber to assess a project or service and provide a cost estimation to the customer at no charge, which allows me to understand the potential cost of a project or service before committing to it. Then, today (February 17th, 2024) I spoke to Kim and Dan again, who stated that I wouldn’t be charged for a free estimate and would be able to get an estimate today and have the plumber come back next week. Hours later the plumber arrives at my door, only LOOKS at the pipes, giving me an iffy diagnosis. Then, when he (Bryan, the one who came out to my house) is done is shows me an extremely overcharged estimate of what I would have to pay to get it fixed. After this, he demanded I pay $146 for him coming out, of which I explained to him that his SUPERVISOR and another employee stated I would NOT have to pay for an estimate. But, he stated he doesn’t “work for free” when he hasn’t done any work. I tried to explain to him how I would have the money in full by next week and he tried to give me many alternatives of how I could pay him. Even suggesting if I give him a 5-star review he could discount the offer. This just shows that this company FAKES its high reviews, as customers would rather do this than pay for extreme overpricing. We agreed upon $126, but I was ripped off. I’m so furious and upset about how this company exploits people.Business Response
Date: 02/19/2024
Please provide me the full service
address, including zip code, so I can look into this…Thanks!Thank you,
Pat S******
Customer Satisfaction ManagerCustomer Answer
Date: 02/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** *******Initial Complaint
Date:02/16/2024
Type:Service or Repair IssuesStatus: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 spoke with Roto-Rooter's supervisor, Jacob C***, and his supervisor, Ken R**** on 1/9/2024 regarding the rooter service rendered to our home on 12/31/2023. I informed them that the initial plumber, ****** sent to our property on 12/31/2023, failed to properly inspect and identify the source of our home's water leak. Had ***** properly inspected both the interior and exterior of our home, he would have immediately:
- Noticed that the sewer cleanouts outside our garage were flooded with water.
- Explained to us that this was a serious sanitary line issue which will likely require excavation and pipe repair.
- Advised us to not use any water until the sanitary line had been repaired.
Instead, ***** simply rooted the line from our main floor toilet and stated that we were okay to continue using water. This led to a second round of water damage in our home on 1/6/2024 and additional water mitigation expenses of $1,363.50. Even Roto-Rooter’s own plumber, Saso L*****, who came out on 1/6/2024 to further identify the leak was shocked that ***** had not inspected the sewer cleanouts. He mentioned that had ***** done so on 12/31/2023, Roto-Rooter would not have had to send someone out to our home a second time.
We specifically chose Roto-Rooter’s services for our home on 12/31/2023 because we were under the impression that your company delivered superior service, was the most competent and experienced of the surrounding plumbing companies, and conducted business in an honest and ethical manner. It is unfair that our family has to suffer unnecessary and additional financial hardship for Roto-Rooter’s negligence on 12/31/2023.
Please advise if Roto-Rooter is willing to help our family here by taking accountability and waiving the $703 rooter service charge.Business Response
Date: 02/17/2024
Refund was processed on 1/27/24 to the original form of payment.Customer Answer
Date: 02/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.
Regards,
******** ********Initial Complaint
Date:02/15/2024
Type:Service or Repair IssuesStatus: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 came to my house to clear a clogged drain in my main-floor kitchen sink. Upon completion in the kitchen, without going to the basement, the plumber left. We went about our business that evening, washing dishes, etc. only to determine several hours later that the work sink in our lower level laundry room had overflowed. The next day Roto Rooter came out and said that we were still covered under the warranty of the work that was done the previous evening. The plumber again ran a snake down the line, starting in the main floor kitchen, and asked me to watch the sink in the basement and tell him when the water goes down. Eventually, the water in the sink went down and immediately came up out of my basement floor drain. Myself and the plumber attempted to vacuum up as much of the water as we could as quickly as we could, but there was significant damage done to the drywall and carpet in my basement. Another representative from Roto Rooter came out and ran some tests and then promptly contacted my insurance company and began the claim process. In addition, he reached out to Roto Rooter to do the water mitigation. So, not only did Roto Rooter flood my basement and cause damage, but took advantage of my confusion and got themselves hired to get more money from me in the mitigation process, AND made me file an insurance claim getting stuck paying my deductible and getting the claim history. When my insurance company attempted to fight it, Roto Rooter immediately denied any wrongdoing.Business Response
Date: 02/16/2024
Roto-Rooter did run the sink line under guarantee at no charge. The cause of the overflow from the floor drain during service was due to a secondary issue with the underground pipe further down the line. RR diagnosed the line holding in the utility sink downstairs and snaked to unclog it. The clog moved further down the line and reclogged almost immediately, causing the floor drian overflow. The overflow from the floor drain was unfortunate, causing damage and inconvenience. Roto-Rooter's position is that it was not possible to diagnose the secondary issue with the underground pipe. And that it would cause it to reclog. Roto-Rooter's position is that there were unforseen and preexisting circumstances that led to the secondary clog and the damages from it. And those secondary issues are included in the hold harmless agreement.
Initial Complaint
Date:02/13/2024
Type:Service or Repair IssuesStatus: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 called Roto-Rooter, as I have done for the past 10 years, for a sewer drain clean on. I specifically asked for a technician who has successfully cleaned my sewer several times in the past. I agreed to pay $435. The technician, ***** who showed up on 11 December 2023, used a very small blade. I asked if he had a larger blade. He replied, "This is the industry standard." He was unable to totally clear the blockage so he called the Field Supervisor, Stephen B*******, who ran a video camera and showed me where it was blocked. He said the only alternative was to do a sewer line replacement for $25,000. I contacted another drain company, Contra Costa County Drain, to try and clear the blockage, The technician turned out to be the same person who had cleared my drain before and he did so again for a charge of $250. He took out a root system that was bigger than my arm. Everything works fine for another year.
Bottom line - I think they recognized I was an old person (78) and tried to take advantage of me by calling in a "closer" to push me towards the replacement. I'm out $435 because Roto-Rooter did not do the job I paid them to do.Business Response
Date: 02/16/2024
Hello,
We have been in contact with Mr. ******* and thoroughly appreciate his concerns and situation. We have come to an amicable conclusion and are both on the same page. As a matter of good faith, we have issued a refund for the $435 and will be using this situation and picture of the root during future training sessions.
Thank you,
Customer Answer
Date: 02/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. I believe they treated me fairly with this response.
Regards,
****** *******Initial Complaint
Date:02/12/2024
Type:Service or Repair IssuesStatus: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.
This company was called in regards to an emergency sewer issue back on thanksgiving. They were quick to come in to assess the problem and immediately said we needed to have our sewer line replaced and proceeded to tell us how much it would cost. Joe the project manager was quick to take all the money and got his team on it right away. They dug up our yard and replaced the sewer line which was done well. However, this is where these people have showed no sense of responsibility or care. It’s like they got their money and that was it. They have been. Having to come back and add more soil to our yard since there’s a hole allowing water to leak into our basement. We’ve been trying to call them for MONTHS and they either doge our calls or give us empty promises that they’re gonna come and NEVER SHOW UP! Both Joe and Rich have been giving us the run around for months. WHAT DOES A PAYING CUSTOMER HAVE TO DO TO GET YOU TO FINISH A JOB YOU STARTED?!?!?! We will be pursuing legal action and filing an official complaint with our lawyer as this has gone on too long and your company is completely unprofessional. If you are not going to finish the job then give us some of our money back so we can pay someone who will ACTUALLY do the job!Business Response
Date: 02/15/2024
Crew was sent out February 15th 2024. They brought dirt and fill in all voids where the dirt sunk. Will be in communication with customer with any further needs they need.Customer Answer
Date: 02/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The business has come in a finished what they started finally.
Regards,
******* ****Initial Complaint
Date:02/09/2024
Type:Service or Repair IssuesStatus: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 came out and said they could give me service. They would clear the line and take pictures, for $600.00. When he left the line was opened and draining slowly and he said a cameraman would be out to take the pictures within 2 days. The cameraman didn't come out. On Feb. 8th, it stopped completely and backed up. Today, the guy came back out and said he couldn't open the line because there was mud in it. The camera guy came and said his video showed a break in the pipe inside the house. They said they would help me arrange financing to fix the pipe with Synchrony Bank and write up the estimate for the cost of their service. I explained that I would like to have the written estimate and the video or stills of the break. He said he couldn't give me the video because Roto Rooter doesn't allow it. I called Roto Rooter (###-###-####), spoke with Cathy, the office manager, and she said she would give me the video $480.00. I objected to having to pay this additional amount. She explained to me that the reason they charge is because people will use the video to obtain services at a more competitive price than theirs. I explained to her that I would report this to the BBB.Business Response
Date: 03/01/2024
The customer has been given access to camera footage of the condition of their Plumbing as well as provided with a quote to fix their plumbing issue.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.The pictures were not provided. Given the urgent need for safe and functional plumbing in my home, I had to have the pictures taken and the work redone by a new plumber.
Therefore, I think Roto Rooter should refund me my entire payment.
Regards,
****** *****
Customer Answer
Date: 07/15/2024
Unfortunately,
I can’t put my hands on the Roto Rooter signed bid/contract nor the second plumber’s bid and contract.
Thank you.
****** *****Initial Complaint
Date:02/08/2024
Type:Service or Repair IssuesStatus: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 January 30 we had RotoRooter come out to fix a toilet issue. When they discovered we had a leak that went through the ceiling they called a manger who told us he will help us file a claim with our homeowners insurance to fix all issues. He said “we will take it out and everything will be brand new”. They came to our home unannounced the next day and cut a huge hole in our ceiling, put the toilet in our kids bathtub, put holes in multiple areas of our home. They came back days late (unannounced again) to remove the dehumidifier fans and said a contractor will contact us soon to fix the holes. I called today to find out that they “do not fix this and I have to pay out of pocket for the fixes”. I told him that we would NEVER have agreed to have a giant hole in our kitchen ceiling if we knew it wouldn’t be fixed. We would’ve painted over the wet stain and be done. We have called three managers with no answer. We were completely screwed and lied to. They took a ton of money from an insurance claim and just made our home uninhabitable. The kids can’t use their toilet or shower and I can’t use the kitchen.Business Response
Date: 02/09/2024
We have talked with ****** and explained the mitigation process and also explained the reconstruction process. He understands what are the next steps. We will review the contract process with all Field Supervisors.Initial Complaint
Date:02/07/2024
Type:Service or Repair IssuesStatus: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 February 6th. 2024. I had a service appointment with the window hours being 8-10 am. No show and NO phone calls were made for an explanation. As a result I lost a days pay by waiting.Business Response
Date: 02/09/2024
This person called and we reached out multiple times to attempt to schedule an appointment. After she filled her complaint I called her multiple times to inform her that if the valve is before the water meter than the town would be responsible for the repair not the homeowner. Either way we have had no response from this homeowner and she has yet to book an additional service call or spend any money with Roto Rooter. Since the township would be responsible for plumbing repair no discount off her current situation would be valid if customer is for any reason is responsible and would like to hire Roto Rooter than we can apply 20 percent off our flat rate pricing for any inconvenience.Customer Answer
Date: 02/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21258636, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
**** ******. The response is not true, they were to come out during the window that was given to me and look at the METER. They quoted me a tentative price, I left m phone on ALL day. I received no texts which was promised to me by the Customer Service rep, This Company SHOULD be reported as the most inefficient customer service . I will never use them in the future. I hope the BBB keeps them as a bad business, and the rating should be D.. No recommendations to family and friends will be given in regards to this Company. Please keep this review to help any future customers.Initial Complaint
Date:02/06/2024
Type:Service or Repair IssuesStatus: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.
***** ********
************ ******************
2.6.24
Homeowner: **** **** ***** ******** ** *****
Inadequate plumbing services have not only caused substantial property damage but also disrupted daily life. Persistent issues over the course of 15 days, despite multiple attempts to address them, highlight a concerning lapse in professional standards. Urgent resolution is crucial to restore my home functionally. I will not continue with this company due to a major lack of confidence and trust in the plumbing services provided.
We explicitly communicated that we believed a leak was coming from the bathroom above kitchen and have an access door to the plumbing on the second floor (picture below). The removal of the kitchen ceiling was totally excessive and not requested since we have access to the second floor. The plumber was coming out 10 days after the initial call and was able to address and identify the source of leak from the second floor in a matter of minutes (making all prior work unnecessary and excessive and fraudulent). In addition, water restoration was never requested.
Further, it has been requested not only should the monetary charges be waived, but also, for the property to be restored in the condition to which Roto-Router found it.
Recap:
January 17th, 2024
- Roto-Rooter was contacted requesting a plumber to property to evaluate and fix leak.
- ***** (Field Supervisor) arrived around 10:00 a.m. explained process; a plumber did arrive 20 minutes later for 20 minutes for pre-evaluation (Lee) and then left and would return in 3 hours after ceiling was cut.***See 1.26.24 comments where this was not needed
- 12:00 p.m. Two people arrived and cut out the ceiling where the issue was
- 5:25 p.m. - Called Isaac (Field Supervisor) to inform that the plumber never showed nor called...never heard from Isaac (Field Supervisor).
January 18th, 2024
- 6:16 p.m. called Isaac (Field Supervisor) ...no call from Roto-Rooter or Isaac (Field Supervisor) or plumber. Re: Why no one showed / next actionable step.... scheduled for Friday, 1.19 8:00 a.m. - 10:00 a.m. ...leak is still occurring.
January 19th, 2024
- 8:00 a.m. - 10:00 a.m. appointment scheduled for plumber, no show.
- Fans and dehumidifier were scheduled to be picked up, no call and no show
- 6:42 p.m. called ***** (Field Supervisor) to inform sequence of events, was informed to unplug fans but no other answers. Requested to investigate, resolve and communicate finding.
January 21st, 2024
- received a call from **** @ 3:16 p.m. who was in route to pick up fans and dehumidifier...no appointment or advance notice and no one home. Scheduled after 6:00 p.m. Monday, 1.23
January 22nd, 2024
- Roto-Rooter arrived at 6:00 p.m. to get fans and dehumidifier; informed no action from (Field Supervisor) and plumber did not show on 2 scheduled occasions.
-Fans and dehumidifier were left in event they are needed when plumber does show, per ****** boss.
-Plumber is currently scheduled for 6:00 p.m. Wednesday, Jan 24th.
January 24th, 2024
**** from Roto-Rooter arrived on time but when asked where the plumber was, he said their window is 6:00 p.m. to 8:00 p.m.
Plumber does not show (**** called boss to schedule this appointment)
**** leaves fans and dehumidifier on instruction form his boss.
January 25th, 2024
Call from Chris ***** ******** advising he needs to send a technician to pick up equipment and that I was holding up process (please note technician was here day prior and instructed to leave said equipment). Due to unsatisfactory response & poor attitude / customer service, a call from the manager was requested.
Spoke with *** (**** *** * ****, provided timeline of events, info of Isaac (Field Supervisor) and screen shot of responses to text message showing confirming of apt with no response (and to alert of software /system issues) ***Screen shot below.
Joe told me he’d call the police for theft if equipment was not picked up by the end of day Friday, 1.26.24. (note…technician was in home day prior and was instructed to leave).
Joe scheduled a plumber to come to the property Friday, 1.26.24 from 3:00 – 4:00 p.m.
Requested to investigate why plumber never showed on 1.17.24 on the day of original call as they advised issues are attempted to be solved same day.
January 26th, 2024
The plumber arrives during the scheduled window (10 days after initial call); goes to second floor of property, evaluates source of leak within 5 minutes and leaves after suggesting I call a tile company. Estimated $7500-10K if Roto-Rooter fixed…does not leave a card, paperwork or have me sign anything. ***Screen shot below…free estimate and plumber identified 5 into job…this is all a moot point.
Called Isaac (Field Supervisor to advise of plumbers finding and he responds “he must have x-ray vision”
Call Joe to ensure the plumber will be on site at 1:36 p.m. & 3:34 p.m. to summarize the work. Mainly, why was the plumber able to find issue on second floor in 5 min when on 1.17.24 the plumber couldn’t do same and had to take down the kitchen ceiling and and then not return to find source of water….
Joe advised this just hit his desk and he will review….as of 1.31.24…no response from Joe or Isaac or Roto-Rooter.
January 29th, 2024
I personally carried equipment our front from Roto to pick up.
Equipment (4 fans and 2 dehumidifiers were picked up at some point)
***Insurance adjuster advised 1 fan would have sufficed.
*As of 1.31.24….A new local plumber will come out and address.
The plumber was called to find / fix source of leak, not water restoration.
Roto-Rooter Field Supervisor entered a claim to Farmers Insurance and misled homeowner; advised he’d be point of contact and never returned calls and when he was reachable, informed homeowner to reach out to another number.
Roto-Rooter unnecessarily cut kitchen ceiling.
**** office manager? Has not followed up per last conversation (1 full week)
The invoice was received 1.31.24 for $2,810.55 for water restoration.
UPDATE:
February 5th, 2024
Email from Joe Ar****** (MG Wilmington Branch); stating If we do not get this resolved by end of business day tomorrow, we will have to report theft of property with the policy department (all equipment was picked up 1.29.24)
Based off said emailed, called **** ************(Roto-Rooter) on recorded line, and confirmed all equipment was picked up.Business Response
Date: 02/07/2024
I have been in commination with the customer through email and phone calls. The original plumber could not diagnose what the cause was and the water specialist was out there. They informed the customer to go ahead with the water restoration and the customer agreed and signed all contracts. the plumber returned a week or so after due to a go call not being answered etc. The next plumber ruled out drain pipes leaking because the ceiling was open and able to see. The second plumber said the tile was crack and leaking through. This customer did not pay anything for the plumber or his deductible..
I uploaded the water mitigation paperwork signed by ***** ********. No where in our paperwork does it say we will put building materials back. I also uploaded the email thread with ***** and I, I emailed him on 1/24/24 in regards to thief of property, not 2/5/24
Business Response
Date: 02/07/2024
I have been in commination with the customer through email and phone calls. The original plumber could not diagnose what the cause was and the water specialist was out there. They informed the customer to go ahead with the water restoration and the customer agreed and signed all contracts. the plumber returned a week or so after due to a go call not being answered etc. The next plumber ruled out drain pipes leaking because the ceiling was open and able to see. The second plumber said the tile was crack and leaking through. This customer did not pay anything for the plumber or his deductible..
I uploaded the water mitigation paperwork signed by ***** ********. No where in our paperwork does it say we will put building materials back. I also uploaded the email thread with ***** and I, I emailed him on 1/24/24 in regards to thief of property, not 2/5/24
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