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

  3 Alan B Shepard Jr Pl Ste A Yonkers, NY 10705

  
• 

  Roto-Rooter

  1691 Town Center St Aurora, IL 60504

• 

  Roto-Rooter Plumbing & Water Cleanup

  1980 Riverside Pkwy STE 202 Lawrenceville, GA 30043-5943

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:02/06/2024

  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.

  1/10 Basement flooded
  1/11 Josh O***** with Roto-Rooter (R&R) arrived & began the Invoice for the Sump replacement, extracted water, & applied chemicals.
  1/12 R&R arrived after 2:30PM and continued working, staying past 7PM We had to make multiple calls inquiring on arrival.
  1/13-1/17 Crystal, R&R Tech, arrived to check the fan's progress; per the text between my husband & on 1/16.
  1/18-1/23 At this time, we had no contact from R&R. All of their equipment is still in our basement, and molding materials were left behind.
  1/24 Antonio called at 1:08PM to schedule a pick-up of the equipment on 1/25. While we were not home, the dumpster was removed without us being informed.
  1/25 I attempted to contact R&R several times. I was informed everyone was busy and that someone would call me back. My two ********* agents have tried multiple times to contact R&R and have not received any response. Antonio did not call to cancel or show up to pick up the equipment on 1/25.
  1/26-1/27: On 1/26, I had multiple conversations with Antonio, He said that Josh O***** was a “gold boy” in the company and had special treatment because of his family ties, and that is why he would no longer speak with us. He also stated that Josh has special licensure that the company needed to us Josh for to cover multiple buildings, so he can do whatever he wants. Antonio came on 1/27 & told me that if I didn’t sign the satisfaction form, I would have no dumpster pictures sent to my insurance, & since the dumpster is gone now, I have no other choice. He took what equipment he wanted & left different fans at our home & trash in our driveway along with molding materials.
  2/2 I called R&R & stated that it was not okay that they still had not contacted my ins & still had equipment & trash at my home. I informed them I was going to File a claim with the BBB. They returned the equipment the next day, although they stated they could not take some of the molding equipment until I called back & questioned it.

  Business Response

  Date: 02/07/2024

  Spoke to customer. Ryan A** is working with the customer on pricing as well. 

  Customer Answer

  Date: 02/07/2024

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

  Ryan is the ###-###-#### number in the text screen shot that was sent in my original complaint. He lied to us when he said he was going to send in our claim, he originally told me Friday then changed it again in the text for Monday, then again it didn't arrive until the 6th. When I messaged Ryan regarding the Invoice Amanda finally sent, he asked me for documentation for the correct dates, at that point I felt as though the company and Ryan were looking to only take more money for labor they never completed. How do they not know when they arrived? I wanted him to go over the invoice with me and explain the details, how the charges were issued and so on. I attempted to call Amanda before I filed the claim with the BBB and she did not answer. I would be happy to speak to a representative that has not lied to me and can go over the information. Ryan did on one call tell me he was taking off charge for them working at emergency hours which would have been outrageous charges in the first place nice they choose the hours they worked and should never have been charged to us in the first place. 

  I feel that Roto-Rooter has done nothing but cause myself and my family horrible trauma after an already traumatic event. We trusted them to come into our home and with our belongings and they brushed us to the side and now ask for thousands in return after ignoring us and dumping trash on our lawn. I've only asked for clear and correct information and they reply with constant questions of I have documented what they have been doing multiple times. Another Roto-Rooter Rep. Calls me today and Says his name is Aaron and he wants to help me with my situations and I ask him if he knows about my BBB claim he says yes and then sends me to Ryan and Ryan says he doesn't know why he is talking to me and I say I don't know why either because we should be going through the BBB now and he agrees and we end the call. It was at the very same time I got the email of the response.

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

  Business Response

  Date: 02/08/2024

  The manager of the water department will reach out to ******* when he is back in the office on Monday to address her concerns. 

  Customer Answer

  Date: 02/13/2024

  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.

  
  I did not receive any contact from Roto-Rooter, as stated in their response. 

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

  Business Response

  Date: 02/13/2024

  Our Water Manager Rich is handling this.

  Customer Answer

  Date: 02/15/2024

  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.

  Please provide documentation of how water mitigation manager Rich is handling this, as we have not heard anything from him or Rotor-Root. We did receive an Invoice Dated 2.6.24 in the mail that included incorrect Service dates and unclear description of service performed that does not align with the statement sent to All state. I have attached the Invoice.  
  
  
  Regards,
  
  
  
  ******* *******
  
  

  Business Response

  Date: 02/15/2024

  Spoke with ******* and provided her the information and the correct contact information.  Will be working with the customer and the insurance to resolve the issue

  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.
  

  Still working to correct the situation. Spoke with the representative and felt as though they had not read any of my concerns. 
  

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

  
  

  Business Response

  Date: 02/22/2024

  We have sent the file to her and insurance adjuster and we are waiting for them to respond with their questions.  We will respond to them in a timely manner once we have received and continue to work to resolve any issues with the insurance.

  Customer Answer

  Date: 02/27/2024

  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.

  I spoke with my asjust ****** and she stated that you did not take the picture that Josh and Antonio informed us that we're taken. I even asked Rich is the inventory pictures were taken and that they needed to be sent over and he continued to circle around acting like he didn't know anything about my claim but they did have 208 picture. Which is what Antionio had told us when he left saying he took pictures of every item they threw away but come to find out it is all overview picture. I am still being lied too. 

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

  Business Response

  Date: 03/16/2024

  We have responded to the customer several times and reviewed our documents.  Our duties do not include inventory of items and the contract does not state that as the items were disposed of according to industry standards due to sewage damage.  We have made several attempts to resolve this with the customer and the insurance company has agreed to our invoice agreeing with the work we performed.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December, 2023, Roto Rooter ("RR") performed some services in our home after a relatively minor flood in our basement. RR later sent us a bill for $13,532.15 (including tax) that was far in excess of what is permitted under the agreement, and contrary to assurances that their representative, Anibal R**** gave us while at our residence.
  
  In the agreement, RR provided an estimate of $6000-$12000 to cover various services, including moving furniture, removing and disposing of damaged carpet, applying microbial, and providing air movers and humidifier. The estimate also covered services which, because of the relatively small amount of water in our basement, RR never ended up having to provide in our home, including to “Remove and Dispose of Damaged Walls and Ceilings,” “Remove baseboard/Trim,” and “Pump out Standing Water.” Despite not providing the most labor intensive services on the estimate, RR is charging an amount in excess of the top end of the estimate. It is price gouging.
  
  Also, RR's employee, Rosa was in our home standing next to me when our insurance carrier informed us that the total amount of insurance coverage that we would receive would be $5000. Rosa said that RR would consider that when figuring out our charges. He also said that, if the removal of baseboards or walls did not end up being required, which was likely at the time because the amount of water was low, RR's charge would be at or below the bottom of the estimate range.
  
  In order to reach a reasonable resolution, when we received the bill, we asked to speak to a RR representative. On Jan 11, 2024, Sonia Bright of RR emailed to say ****** would call us. No one ever called. I sent an email on Jan 20 explaining the situation and asking to discuss. There was no response. I emailed again on Feb 2 and again received no response. Today, I received a form letter (which was addressed to my wife and misspelled her name) ignoring my emails and demanding payment.

  Business Response

  Date: 02/09/2024

  Spoke with customer. Invoice has been adjusted to $7,000.

  Customer Answer

  Date: 02/09/2024

  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:02/04/2024

  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.

  We had Roto-Rooter come in to see if there was a blockage that caused a sewer backup into our basement that caused a lot of damage because the insurance company wanted a plumber to verify.
  
  The tech that was sent out, Kevin, said he saw a blockage and wrote in the invoice that there was one.
  
  The insurance company later informed us that Roto-Rooter told them that there was no blockage and that the tech didn't bring in any tools and only performed a visual inspection and that there was no blockage that would have caused the backup.
  
  We hired a cleaning company to remove all our possessions we had lost in the basement and to get the basement sprayed with anti-microbial spray to kill any bacteria.
  
  5 days later after Roto-Rooter came out and lied to us, we had to call another plumber out because the same thing was happening but on a smaller scale this time because we caught it early.
  
  This plumber actually brought his tools in and used them because he found a "significant blockage" and cleared the problem up.
  
  We are now forced to have the cleaning crew back to our home to re-spray the basement.
  
  When I voiced my complaints to one of the managers at Roto-Rooter, I was met with deflection and they would not answer why what their tech said and what they told the insurance company differed. I was eventually hung up on by the manager, Heather, and had to call back to continue the conversation.

  Business Response

  Date: 02/05/2024

  The customer has been given a full refund. 

• Initial Complaint

  Date:02/01/2024

  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.

  Case #: ***********
  I wanted to raise a concern over Roto Rooter practices of taking advantage of the clients by concealing and then inflating water remediation bill out of proportions. We had a misfortune of clogged sewer pipes and enlisted help of Roto Rooters. We were quoted $15000 for the overall job that included $9000 for pipe repairs and the rest for water restoration in basement. However, Roto Rooter representatives’ multiple times, and over and over repeated that all water restoration will be covered by insurance. Assuring us with all confidence that $9000 is all we will have to pay out of pocket.
  
  Once work in the basement was completed, we received a bill for $13,000+ in addition to the $9000 that was paid the first day. The work that was done in a 200sq basement included removal of laminate flooring and 2 panel walls, spraying walls with herbal solution, couple of fans and a dehumidifier. All the external contractors whom we contacted afterwards did not quote anything more than $3,000 for the same work. My insurance company generously sent a check to Roto Rooters in the amount of $7800 to cover the cost of the water restoration. However now, Roto Rooters are billing us for the remainder of the amount and threatening to place a lean on the house if we do not. The “negotiation” that Roto Rooters proposed, took mere $1K off the bill.
  
  Speaking with the Insurance company, Roto Rooters also failed to justify all the charges. Roto Rooters prolonged negotiation with the insurance and did not present required documents in a timely manner before the claim was closed. Insurance has reached out to Roto Rooters in December to request justification for the inflated bill, which Roto Rooters did not provide. Now that the claim is closed, Roto Rooters are saying there is nothing else they can do and that remainder of the bill is payable by us.
  
  The practice of misleading customer, inflating the bill, and concealing the final amount is as close to fraud as it can get.

  Business Response

  Date: 02/12/2024

  To whom it may concern,

  Roto-Rooter came out at the customer time of need to get their house dry and in a healthy state. Roto-Rooter confirmed insurance coverage from the beginning to make sure the claim is covered. We used the insurance companies' program to come up with the cost for the project. Roto-Rooter did everything in its power to have the insurance company cover what should have been a covered claim. Roto-Rooter cannot help if the insurance company the customer chooses to cover them during an issue at their home would deny the claim. 

• Initial Complaint

  Date:02/01/2024

  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.

  I asked them multiple times if they were sure insurance covered everything and they assured me they deal with it all the time and that it would be covered and if insurance didn’t want to I would not be charged and sort of rushed me signing through the contract, and it was my biggest mistake ever. I paid 700 to snake the line and they told me they would include that in the insurance bill and I would get it back , which I didn’t , they said they were going to test for asbestos and I told him the basement was remodeled in 2018 they don’t use asbestos products anymore, he said it was protocol and that insurance covers it, and my insurance does not cover that so they left me with a $700 bill even though on the invoice it says $636 ,then they charged the insurance an absurd amount for the little work they did which the insurance did cover so I’m not fighting that but , the 700 that I initially paid and the left over bill I am, they do very sneaky business and I’m sure I’m not the only one who’s been scammed.

  Business Response

  Date: 02/01/2024

  Spoke to Mr. ******* 

   

  explained policy and contract he signed. we will be applying his credit of $702.14 towards the Water clean up bill. And Roto Rooter will be taking care of the remaining  balance of $61.36 that insurance did not cover. Customer understood and agreed no refund will be given and he does not owe Roto Rooter money. 

• Initial Complaint

  Date:01/30/2024

  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 Installed a submersible sump pump 7/21/2021. On 1/27/2024 the pump stopped working I called and was advised that it would be a $99 service call. No problem I have water and a finished basement. A tech came in less than 45 Min. He advised me that the pump was stuck/locked.
  There is a warranty on the pump, but it would cost me $882 for labor, that if I was a senior he could give me a discount. I advised him that I was. Price now 782. I've been in my home over 43 years and have had four installed. Only the fourth one lasted 2 1/2 years. (Roto Rooter 7/21/2021). I was not happy and informed him that I would file a complaint. He advised me to call the manufacturer. My contract is with him not the Manufacturer, however he gave me the number (###-###-####) and advised me that it was possible they would give me a refund. He left the packaging and old pump stating that they may ask for proof, which led me to believe this is not a one and done problem with the pumps they are installing, If, you are having this problem with pumps from this manufacturer why are you still using them. Is it so you get to charge $882 for 30 -45 minutes of work? The original labor was $600. I have been in my home for more than 43 years and never had a pump that didn't last at least ten 10) years, I do believe they use them to grow their Business. No one wants water damage as it can get very costly, and they are very much aware that you more or likely will pay to get the problem taken care of. I'm sure I will probably have another one installed in 2 1/2 years.

  Business Response

  Date: 01/30/2024

  Roto-Rooter confirms a Zoeller sump pump was installed
  7/21/2021 because the existing unit failed. We understand the frustration with
  the recent part failure as well; however, Roto-Rooter is not the manufacturer
  of this appliance and as such we are unable to accept responsibility for another
  company’s product, nor its’ failure.
  
  For this reason, we do not offer any guarantee on parts as
  we do not manufacture any parts. Per the contract for service, included in this
  response, “If we provide a parts or equipment guarantee, as your exclusive remedy,
  we will give you the benefit we receive, if any, under the manufacturer’s
  warranty.”
  
  Unfortunately, Roto-Rooter is unable to accept any responsibility
  for Zoeller’s sump pump failure. As the complaint pertains to the product itself,
  Roto-Rooter is unable to offer any consideration for this complaint. The
  customer needs to contact the manufacturer of the product, Zoeller, to voice
  these concerns regarding their product failure, concern for future failures,
  and any damages as a result.
  
  Roto-Rooter sympathizes with the situation our customer is
  currently facing due to Zoeller’s product; however, compensation for these
  concerns must come from the manufacturer themselves, Zoeller. Our invoice copy,
  new packaging, and failed product is what the customer needs to submit a
  warranty claim with Zoeller for reimbursement/compensation consideration. We strongly
  urge this customer to take these concerns to the manufacturer and enact the product
  warranty. 

  Customer Answer

  Date: 02/01/2024

  I disagree with their response, as this seems to be a systematic/practice the tech was almost verbatium when I let him know that I was not happy with the being charged for replacing the pump. He advised me to reach out to the manufacturer. I do not now or ever had a relationship with Zoeller. My contract was with Roto Rooter. I had no responsibility in choosing the product that was used. He also advised me that he was leaving the dysfunctional one, just in case the Manufacturer would ask for it. ROTO ROOTER IS THE ONLY ONE WHO PROFITED. The pump was under warranty and replaced at no charge to me. The only charge was $882 service charge minus $100.00 for me being a senior. This is wrong on all levels. I have never heard of anyone asking that the customer reach out to the manufacturer for a product used by them

  I submit this respectfully,

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

   

   

   

   

   

   

• Initial Complaint

  Date:01/29/2024

  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.

  I was quoted one price, and for that I didn’t seek other options. After the work was done, I was told that the job was actually double the quoted price. They were trying to charge me the total cost to make my basement whole, when they only did a portion of the work.

  Business Response

  Date: 01/30/2024

  Roto-Rooter ******* has a signed contract with *** ***** that clearly states the job cost would be between $6500-$8500 before we began. The estimate was written using the Xactimate program, which is a standard system used by the industry. The scope of work was completed as described. The final total cost actually exceeded that amount, but we could not increase the cost without her consent. She received approximately $12,000 in services for $8500.

  Customer Answer

  Date: 01/30/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
   I’m having a hard time uploading photos. However I actually received about $3,000 worth of work. I’m happy to allow someone to come and do an inspection. I was quoted 6,500 in front of my plumber who was here to exchange my sum-pump. He had some who was going to charge me $5700 to do the work. I allowed them to do it for $6500 which was not a fair quote as I believe Mike heard my agent state how much I was getting. As far as the price range I couldn’t see that on a phone that he was using so that’s bad business. I am being taken advantage of and I’m going to the news next. 
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:01/29/2024

  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.

  I recently had water damage occur in my home, and I had hired Roto Rooters to do the water mitigation work that was to be covered by my insurance.
  
  My insurance adjuster recieved the bill from Roto Rooters, and he had emailed Joyce asking for some clarification on the bill. He specifically wanted to know why the bill was showing charges for what appeared to him to be an excessive amount of days. He then forwarded me an email from Roto Rooters that stated that the reason there were many days of charges was because the property owner (me) did not provide access.
  
  On January 11th, I called and left a voicemail as well as sent an email to Roto Rooters asking them to clarify these accusations, and I said I would be willing to provide documentation proving that these were false accusations, as I was home on those days and willing to give access to my property. Joyce told me she would follow up with me soon.
  
  On January 23rd, Julia with Roto Rooters called me requesting to process my payment over the phone. I stated that I was still waiting for the email follow up from Joyce, and she recommended I send a follow up email. That evening I looked over the bill my insurance adjuster had sent me, and realized many questionable charges. I sent Roto Rooters a follow up email that evening asking them to address my previous email as well as my new concerns regarding charges on the bill.
  
  The next morning (Jan 24), Pat, the CSM emailed me stating that she filed a formal complaint and that a manager would be reaching out to me shortly.
  
  It is now January 29th, and I am still waiting for Roto Rooters to clarify their accusations, as well as clarify many of the charges on the bill. In my initial email, I had also asked them how I can file a complaint with the BBB, and my question was never clarified, so I decided to submit my complaint to this location, not knowing if it's the correct HQ.
  
  All email threads are attached to provide documentation of my above statements.

  Business Response

  Date: 02/16/2024

  *** ***** had some concerns with her bill for a water
  restoration job Roto Rooter had provided for her. Her insurance company had
  only issued her a certain amount for the service we provided. *** ***** wanted
  a discount stating we overcharged her. I explained to her that our pricing is a
  state government pricing, and that she would be responsible for what her
  insurance company will not pay. *** ***** stated that we were taking advantage
  of her and that she will not pay the overcharges after a few revisions and
  working with *** ***** we left the bill at the price that the insurance company
  paid her. We Also, explain to her that we wouldn't be able to give her any cash
  back due to that can be considered insurance fraud. She understood we came to
  agreement.

  Customer Answer

  Date: 02/19/2024

  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.

  After agreeing to pay the amount my insurance paid for the mitigation work, I asked the manager Manny if he could at least honor their online $75 coupon they have for plumbing services, since I had to pay out of pocket for this part of their services. He stated he would refund me that coupon amount, and I have not yet received the refund. I have, however, paid for the updated water mitigation bill, and have uploaded email attachments showing that I was promised a $75 refund. 
  
  
  Regards,
  
  
  
  ***** *****
  
  

• Initial Complaint

  Date:01/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The most recent service I received was for the exact same issue the previous two times I had a tech out. I specifically said this was a warrantied issue (per the second tech) and was told no problem they'd get it scheduled and figured out. I received a completely different tech for some reason between what I told the scheduler and what she told dispatch and he said this was a different issue and was going to cost me $200. I attempted to call the company again to figure out what was going on and he proceeded to shout over me while I was on the phone demanding I tell the person this and that and was completely unprofessional and rude. He then proceeded to be very sexist and talk down to me like I was a stupid little girl and even asked if I knew what a right angle was and that he's been doing this for a long time. The very first tech I had out right before Thanksgiving who requested I pay him only under the table and took off with $50 and didn't do the service I asked for. I am requesting my $200 back for the service I have under warranty for six months per Angel the second tech and $50 from the first tech Nathanial who didn't do the services I had him scheduled out for.

  Business Response

  Date: 01/30/2024

  the first tech that was out discovered it was not a nain line so he augered the the toilet and only charged our 99.00 service fee. He did no side work she just sent him a tip.

  6 days later the toilet that was aughered was acting up again the sceond tech went out and reclaeaned the build up in her toilet which is connected to her neighbors toilet at no charge We paid him to do at no charge to her as a courtes.  We do not give 6 month guarantees on free work. The third tech out over a month later just did a toilet augher and still gave her a discount. We went above and beyond and do not feel a refund is warranted. 

   

  Customer Answer

  Date: 01/30/2024

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

  It was not a tip sent to Nathanial who only charged a visit fee because he wanted payment under the table and proof was sent to the store manager, Jay. All issues of the toilet clogging were for the same issue and I have a couple witnesses to each account you guys came out. In regards to what was promised and I was specifically told the second time by Angel his work has a 6mo warranty to what was done. As far as Zackariah’s professionalism, it was sexist behavior as I highly doubt he makes right angles and puts his hands in the face of men or shouts over them while they’re on the phone. The fact that there is also a discrepancy between your call center and dispatch plus the lack of notes is incredible for your size of company. I am still requesting $250 be refunded back.

  Regards,
  
  
  
  **** ****
  
  

  Business Response

  Date: 01/31/2024

  Angel did not charge you any money. We do not give 6 month guarantees on work we do not charge for. Our main lines that we charge for do have a 6 month guarantee. As for Zach h has not had 1 complaint in 20 years. The issue he was out on was a clogged toilet besides it being a low flow toilet it may need to be replaced. We decline to give a 250.00 discount we paid Angel what we normaly charge for a pulled toilet main line not you.

  Customer Answer

  Date: 02/01/2024

  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 understand that Angel did not charge me. He was out for warranty work because Nathanial did not do the job. Angel was also confused on to why he was coming out for a visit charge which is what Nathanial charged because he wanted his payment under the table. Angel did state the work done was 6mo warrantied with multiple witnesses to this account without any mention of main line work vs the fact that it was the same clog I had you guys out three different times for. By specifically stating that because Zachariah has not had a complaint in 20yrs you will do nothing, as a company you are announcing and accepting of misogynistic and sexist behavior in your company policy similar to how ****** ********* and many other people are allowed to behave the way they did because no one wants to believe it’s possible for someone ‘they’ve known for 20+ yrs’ to be behaving wrong and they don’t feel they can speak up and when they do, this is how you treat it. Being such a large company, my request for a $250 refund isn’t even pocket change to you guys nor do I care if you fire Nathanial or Zachariah as it clearly sounds like you’d rather protect liars and sexist and misogynistic people over your clientele as I have been a repeat customer with zero issues until now.
  
  
  Regards,
  
  
  
  *
  
  

  Business Response

  Date: 02/02/2024

  I spoke to Zach and he had no clue that he offended you and if he did he said is sorry. If Treshon did no work then why would you pay him for 'side work"  I will refund the 99.00 service charge that Treshon charged the trip by zach was a seperate issue and he gave you a large discount.

• Initial Complaint

  Date:01/29/2024

  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 allwed my tenant to call over a leaking toilet. They decided replacing the entire toilet was the best solution. Meanwhile, while they were at my home, I spoke to a local plumber who stated the repair was a $30 repair plus labor. The company is manipulative and deceptive. I recognize that they are an emergency service company and everyone has to make a living. However, I cannot understand how it costs over $800 to replace a toilet and why they would have even recommend to replace the entire toilet, when upon further investigation a simple gasket could have fixed the issue. I feel as if I have been robbed with eyes wide open. I have called several times to try and get some sort of partial refund, but to no avail. I am horrified that such a company is getting away with this. I am asking for a partial and fair refund to make the job done a reasonable price.

  Business Response

  Date: 02/05/2024

  Roto Rooter reached out to *** ****** to explain the charge and repair that was completed. 

  Our plumber suggested a "tank bolt" repair which was causing the leak.  The repair cost was around $400.

  *** ******* tenant was presented with the option to fix the "tank bolt" or she could exchange the toilet for around $600-700. 

  The latter option was selected, and our plumber performed the work with full permission from the customer at the agreed upon price. 

  Roto Rooter diagnosed the leaking toilet and determined a gasket would not have solved *** ******* broken "tank bolt" issue.  

  We hope that *** ****** will use Roto Rooter in the future, it is not our aim to make anyone feel unpleasant about cost associated with our work.