Complaints

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

close

Find a Location

Roto-Rooter has 373 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  87 Carando Dr Springfield, MA 01104

  
• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

• 

  Roto-Rooter Plumbing & Water Cleanup

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

  
• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

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:01/23/2024

  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 1/7/24 we had a flood back up in our basement from our bathroom sewer. We called Roto Rooter who came and cleaned out the drain and cleaned up the mess. When finished we paid them for their service. Then on 1/18/24 one of their salesman came out to discuss some other options and to explain what they were going to do to demo the walls damaged due to the sewer water. We also discussed about installing a soft water system. They ran my credit for the cost of $5,000 which didn’t pass then used my daughters information, they accepted her for the 18 months no interest credit of $5,000. The next day 1/19/24 they removed all the walls that were damaged due to the sewer water. Then the salesman that sold us on the water softener system. He rushed in with their plumber. I had to leave to take my daughter to work. When I returned the only people still working were the guys removing the walls. When finished they told me they were done. I didn’t s go down to the basement right away, I went down after I picked my daughter up from work. I did go down around 5pm. I noticed all the walls were removed and the floors cleaned, then I noticed these tanks were installed in front of the bathroom door without the door on. It made me concerned because we never discussed where to install, he just made his own decision to put it there. We tried immediately to contact the salesperson to voice our concern, but could not make contact. Since we couldn’t talk to him and after leaving messages it concerned us. We decided we no longer wanted this system. Knowing we had three business days to cancel we left messages and emails to him and to the company to cancel this order. We were never given any copies of agreements for this work which was also concerning. Finally on Monday 1/22/24 we did speak with the GM (Bruce) and another manager our wanting to cancel. They refused to do so and told us we couldn’t cancel. We are both senior citizens and feel we were taken advantage of.

  Business Response

  Date: 01/24/2024

  Per customer's request, Water filtration unit was installed. We spoke to customer and offer to come and assist with the unit at not cost to customer as she said it was interfering with an other's plumbers work and she refused. There is no issue with the installation or unit itself. She was aware of the unit we were installing she even applied for financing thru synchrony to fund the project. Attached is the copy of the invoice that was emailed to customer.

  Business Response

  Date: 01/24/2024

  Per customer's request, Water filtration unit was installed. We spoke to customer and offer to come and assist with the unit at not cost to customer as she said it was interfering with an other's plumbers work and she refused. There is no issue with the installation or unit itself. She was aware of the unit we were installing she even applied for financing thru ********* to fund the project. Attached is the copy of the invoice that was emailed to customer.

  Customer Answer

  Date: 01/24/2024

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

  These are fraudulent agreements we never saw these documents until now. They indicate verbal approval never signed for this product. The wording of where to install this system was also never discussed or agreed upon. When we spoke to them we only wanted the system removed  from our home. The wrong name is used my wife’s name is ********* not ******** my daughter ****** ****** also never received a signed agreement for any funding. We wanted this system canceled because we felt taken advantage of as you can plainly see. My wife and I are both senior citizens which is why they are trying to take advantage of.

  Customer Answer

  Date: 01/24/2024

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

  These are fraudulent agreements we never saw these documents until now. They indicate verbal approval never signed for this product. The wording of where to install this system was also never discussed or agreed upon. When we spoke to them we only wanted the system removed  from our home. The wrong name is used my wife’s name is ********* not ******** my daughter ****** ****** also never received a signed agreement for any funding. We wanted this system canceled because we felt taken advantage of as you can plainly see. My wife and I are both senior citizens which is why they are trying to take advantage of.

  Business Response

  Date: 01/24/2024

  We have text message and voicemail messages from customer communicating with us through out the whole process. Documents where email to customer for their records.

  Business Response

  Date: 01/24/2024

  We have text message and voicemail messages from customer communicating with us through out the whole process. Documents where email to customer for their records.

• Initial Complaint

  Date:01/18/2024

  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.

  Full details are included in the attached Roto-Rooter Dispute document, but the crux of the issue is that Roto-Rooter initiated a Change Order that I believe to be unnecessary and an inappropriate expense. I was never informed of the additional expense prior to the work being completed as their contract provides, nor did I agree to the additional charge. I have not digitally signed the Change Order; however, today I see account activity in my credit union account that Roto-Rooter has charged the full amount of the work, including the Change Order, despite the fact that the Change Order was never signed.

  Business Response

  Date: 01/19/2024

  Customer and Roto rooter came to a agreement and found a solution. Customer is getting a refund of $1320 upon signing of final invoice.

  Customer Answer

  Date: 01/24/2024

  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.

  In this public statement on the BBB Web site, Roto Rooter claims that they will refund $1320 to me; however, the private contract that we signed only provides for a refund of $1,020. I have, indeed, been refunded the $1,020, but publicly Roto Rooter is claiming that they refunded $300 more than they actually refunded to me.  This is yet another example of the untrustworthy actions I have received from this business throughout this process.

  "Customer and Roto rooter came to a agreement and found a solution. Customer is getting a refund of $1320 upon signing of final invoice."

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

  Business Response

  Date: 01/24/2024

  Up on further review the following correction are notated that the refund was and should have been $1020.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10-25-2023 I called roto -rooter to replace a snapped outside faucet . They said it would be too hard to go from under the house to replace the snapped pipe and the went directly from under the kitchen sink to the connection just outside the wall . He said it would cost 800.00 to 1,000.00 to repair . I accepted it . He asked me if there was any more issues I might have and I said, Well I could replace the upstairs toilet . He said anything else and I said the the faucet outside is shut off because it leaks and the dishwasher doesn't work and the downstairs toilet needs replacing because the pipes are all rusty . He looked at everything and said the front faucet is a hose hooked up under the house but I can do it right then threw his hands up and said 3 thousand eight hundred dollars and you will have everything done !! He went to get a toilet which was a ******* *** super flusher which at most at ***** would cost less than 200.00 if I got it and, I offered ,but he said that he would do it and he called in a very quiet and polite helper who wound up being the worker while he walked around on his phone . When it got dark they stopped after installing the pipe and outside faucet and upstairs toilet and the said they couldn't fix the dishwasher but they left an attachment for the hookup in case I got a new one . They were nice to me and I offered them to take a few tools from the garage I was cleaning .I trust people and I liked them but it was dark and there were two men asking me to sign the bill which I couldn't see but I signed it . I was hoping they were going to say we will be back to finish the job but those words never came . I knew immediately I had been an easy mark and just sat on the bench for two hours in disbelief that I allowed that to happen to me . I was going to live with it until everyone in my life( contractors and plumbers included) weighed in and started telling me things like that part they charged you 600.00 for actually cost 28.00 and so on . No one but no one can believe how badly I was overcharged . The work they did was good I have to say but I was an easy mark and they took advantage of my good nature and lack of knowledge. My husband has since emailed and called the worker with no response . I called and emailed and finally got an itemized bill . My brother-in law called and they told him the charge is correct and if I had a problem I should've said something earlier which I did but the girl must not have shared that with the boss . Thank you for you attention .

  Business Response

  Date: 01/29/2024

  I have spoken with our customer and offered an additional $1000 of the service. She has agreed to this. I explained our price point and that we cannot do the work for what she could buy the parts for at **** *****, we also did more work than what she explained in her complaint, we in no way took advantage of her.

  Customer Answer

  Date: 02/14/2024

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

  2/14/24 per phone call from customer the refund has been received. Many thanks to BBB for their help.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had some water leaking from our water heater. My husband called Roto Rooter for repair in the afternoon of January 14th. The plumber **** whose cell phone number is 5********* arrived around 5pm and charged my husband $673 after repairs done around 6pm. Then he told my husband it’s an old water heater and need be replaced with a new one. He said if he installs for us it will be $900. Then before 9 pm some other guy came to say that there is water damage for the wall and urged us to place an order of $2500. That $673 just allowed me to take one hot shower and the new morning I took a cold shower instead. My husband called the technician to come to fix. The technician didn’t come until the afternoon of Jan 16th and said he couldn’t fix it after a few minutes but no refund only a deduction of $673 if he installs the new water heater for us and the minimum new total will $2300 then left. I asked my husband to call to say that we are poor and don’t want to do any water damage at this moment and just need install a new water. Then we were told the minimum would be $1000 after a deduction of $673. How can the original q**tation of $900 for a new installation become a new q**tation of $1000 after $673 deduction? They just wanted to earn more money instead of any refund or compensation for the failure of the service they provided. After my husband called again for the last try but couldn’t get any better result, we had to call another plumber recommended by my colleague and got a new water heater and installed for a total of only $1400 the same night around 9pm. I really feel bad that Roto Rooter are not responsible for the clients and they need learn that they can’t just cheat the consumers like this. I hope you can help us to get half of $673 back as refund. The technician really made it work for one night. But he did something wrong to make it won’t work anymore. If he felt the water heater was unrepairable he should not have charged us $673 to repair it and should have let us know and recommended us to install a new one before repair. Since he charged $673 to repair it means that he felt it can be repaired and the repair should not just guarantee for only a few hours. It’s a cheating. Please help us to get the refund and teach Roto-Rooter to be honest to the consumers. Thanks!

  Business Response

  Date: 01/18/2024

  The technician notes indicate that he suggested the heater be replaced due to the condition and age of unit. Once this suggestion was denied by customer, he went forward with replacing the TMP valve for a temporary solution and noted in the invoice. Our warranty would cover repair of faulty part, but due to the circumstance the technician did not offer the full 6-month warranty, however we would have come out to replace the part within the same week. The technician offered to discount the replacement of the unit in the amount charged. The price difference you mention between us, and the competition could be a result of many factors: 1. level of technician training and skill 2. product selected- our parts exceed professional expectations 3. Our installations are always at a minimum to code. 4. our work is backed by warranty- parts and labor.

  The water mitigation service is provided whenever the plumber noticed water damage in a home. This is a courtesy to help protect your home from unforeseen, and often un-repairable damage caused by water. At no point are we interested in cheating customers, our focus is, and always will be, to provide a standard of care superior to the competition.

  Customer Answer

  Date: 01/19/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  1. The technician didn’t do a good job. He charged $673 most for removing the sediments. But today when my husband moved the old water heater, from the noise he can hear the heater is still full of sediments.  The plumber cheated by charging for the job he didn’t do. We can provide a video of the water heater if you need.

  2. The plumber didn’t mention at all that this water heater is no value for repair before repairing. Just think logically, if he ever told the client that your water heater will go bad again right after repair, do you believe that a normal person will continue to waste $673 to repair? After he said that he finished removing sediments which cost $400 he really informed my husband that the water heater will still leak a little bit of water and we should install a new one in three to six months and he will charge $900 for the new installation. My husband thought since he had to pay $400 for nothing so he would like to continue to pay $273 more to have at least 3 months to use. But we only used a few hours the water heater went totally broken. Since we couldn’t make an agreement for the new installation because they q**ted $773 more than their original $900 q**tation, they just need refund us for the disqualified reparation their technician did. The old reparation has nothing to do with the new installation. They need refund for the work they didn’t fulfilled. We only requested half fund and it’s very reasonable because they didn’t fully fulfill their job.

  3. It’s very easy to reveal Roto-rooter’s lies: just get the receipts of the parts needed for installation at the highest prices and add the total you will find how much they extra charge. I got a new water heater installed by another company with a total of $1400. The water heater Roto-rooter said cost $800. So the installation fee including parts from another company is $600 but Roto-rooter will charge $1673. Obviously the plumber from another company didn’t do a worse job than the plumber from Roto-rooter. According to what Roto-rooter replied they use better parts, just four pipes and valves from Roto-rooter cost  $1073 more than another company? Is it ridiculous? Bring the receipts!

  Roto-rooter please be responsible and refund us $336.

  Thanks!
  Regards,
  
  
  
  **** ***
  
  

  Business Response

  Date: 04/17/2024

  The technician notes indicate that he suggested the heater be replaced due to the condition and age of unit. Once this suggestion was denied by customer, he went forward with replacing the TMP valve for a temporary solution and noted in the invoice. Our warranty would cover repair of faulty part, but due to the circumstance the technician did not offer the full 6-month warranty, however we would have come out to replace the part within the same week. The technician offered to discount the replacement of the unit in the amount charged. The price difference you mention between us, and the competition could be a result of many factors: 1. level of technician training and skill 2. product selected- our parts exceed professional expectations 3. Our installations are always at a minimum to code. 4. our work is backed by warranty- parts and labor.
  The water mitigation service is provided whenever the plumber noticed water damage in a home. This is a courtesy to help protect your home from unforeseen, and often un-repairable damage caused by water. At no point are we interested in cheating customers, our focus is, and always will be, to provide a standard of care superior to the competition.

• Initial Complaint

  Date:01/14/2024

  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.

  Roto-Rooter, a member of the IICRC, has billed for services in direct conflict of IICRC guidelines that they are supposed to be bound by. I have tried to resolve this with Roto-Rooter, and the disputed charges have now been sent to collections. Despite being asked by my mother to speak with me, they continue to harass her. Coming home to an 89-year-old crying over threatening phone calls and correspondence from Roto-Rooter (for fraudulent charges) has become tiresome.

  Business Response

  Date: 01/17/2024

  This customer had restoration work done. As a convenience we sent the information to the customers insurance and awaited payment from the insurance company. The insurance company never communicated with us as to line item changes that they requested or to negotiate the bill. The insurance company sent us a check for $6672.51 leaving the customers account with a balance of $581.58. There was never any communication as to why the insurance sent us a lesser amount than billed, and ultimately the customer is responsible for payment of work done in their home. We made over 14 attempts to contact the insurance and customer to collect the remaining balance due. The customer refused to pay, so they were sent to collections. Our work is done to the standard of the IICRC and billed out appropriately. We were not given the explanation that the customer has received from the insurance that they have attached here. Our response is in RED and attached to this complaint.

  Customer Answer

  Date: 01/18/2024

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

• Initial Complaint

  Date:01/14/2024

  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.

  On 12/22/2023 I contacted Roto Rooter Plumbing to repair a pipe. After services were provided, Roto Rooter sent another technician to evaluate the water damage to the ceiling. I was provided a quote $6000 to repair the ceiling/water damage. I was at the house during this time visiting my mother and brother. I signed the Roto Rooter agreement to repair the damage for $6000. A week after the initial plumbing issue, Roto Rooter returned and claimed that another leak was discovered. During this time the only person at the home was my elderly mother. Roto Rooter made the additional repair without the consent of the property owner (my brother) or myself. They are now stating there is an additional charge of $4000. The residence is owned by my brother. Neither my brother or I authorized the additional repairs or charges. Roto Rooter is now demanding the additional $4000 payment.

  Business Response

  Date: 01/17/2024

  We have attached a file with a change order in the middle of the first page. At no time during the process of any work were we made aware that **** ***** was not the homeowner. She signed the CHANGE ORDER for the additional work. The original documents that were signed by ********, according to him, state, " We estimate the total price we charge will be between $0 and $6000, but the actual price will be based on our actual work and could exceed that estimate."

  At this point we have been paid no money for services provided. Additionally we have already refunded money for plumbing services that were provided. 

  Customer Answer

  Date: 01/17/2024

  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 appears Roto Rooter is suggesting ******** ***** is my mother and owner of the property. ******** ***** is my brother and the owner of the property. And should have been the only person allowed to authorize additional charges, especially a charge drastically higher than the original estimate. If Roto Rooter had contacted my brother, he could have then decided whether to proceed with the additional repairs or to consider other alternatives. ******** was not given this option and subsequently charged unknowingly an addition ~$4000.

  Additionally, Roto Rooter stated that a change order was provided and signed. A copy of the change order was not provided by Roto Rooter in their response to this claim. I am not aware (neither is ********) of any such change order authorizing additional charges.

  I am in agreement with the $6000 charge and I am hopeful Roto Rooter will come to an amicable resolution.
  
  
  Regards,
  
  
  
  ******** *****
  
  

  Business Response

  Date: 01/22/2024

  I have attached the signed document. I have highlighted the wording that the customer agreed to. It is clear that the amount of 0 - $6000 was ONLY AN ESTIMATE. This was discussed at the time of signature. 

  Customer Answer

  Date: 01/27/2024

  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 continues to reference a change order signed by the homeowner, but the documents Roto Rooter submitted do not support that statement.

  The homeowner as outlined on the statement of work is ******** *****. When Roto Rooter returned to do the agreed upon repairs of $6000, they did not speak with the homeowner or me. The only person at the residence at the time was my elderly mother and she did not authorize any additional repair damage related to the water restoration. 

  The additional charges from Roto Rooter amount to 60% higher than originally quoted. If Roto Rooter had contacted either the homeowner or me (brother who signed the original agreement), we wouldn't have authorized such an excessive amount. 

  For example, if one takes their car in for repairs and is given an estimate of $300. During the repair the mechanic notices additional repairs costing $1000. The mechanic does not go ahead and make the repairs without authorization from the car owner. He does not assume or expect the owner to pay the additional amount without prior notification.

  I am trying to understand why Roto Rooter did not adhere to "normal" business practices. 

  Regards,
  

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

  Business Response

  Date: 01/31/2024

  We will agree to the $6000.

  Customer Answer

  Date: 02/01/2024

  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:01/13/2024

  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.

  I called Roto Rooter to help me with a sewer back up in my basement on 1/8/24. They sent out a tech that evening. You could tell the tech had very little knowledge but advised me he'd cable the line and clear it for $439. Given it was late in the evening and I had a mess, I agreed and signed his paper work. He brought in a small snake with a 3/4 inch auger bit. He used the snake for a couple minutes and the cable snapped. I asked him to get a larger snake and he said it wasn't needed. He proceeded to use the broke cable with no auger bit. He eventually hit a small area of roots and couldn't get through it (because he didn't have a bit on the end) and said that's all he could do unless I paid more money and he'd get his bigger snake. I told him I'm paid him to "clear the line" but he said that he couldn't clear it without an additional charge. He also said he thought it should be pretty clear "at this point". On the evening of 1/11/24, 3 days later, the sewer backed up again worse. I called a different company and they completely cleared the line for $165 with a 60 day warranty. This is unacceptable to treat consumers in this way. Most don't understand what's happening when their sewer backs up, but it's scary so it seems I was clearly taken advantage of. If the company doesn't provide a refund, I'll be filing a claim against them and their employee in small claims court.

  Business Response

  Date: 01/17/2024

  Refund was given. Customer is satisfied.

  Customer Answer

  Date: 01/26/2024

  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:01/12/2024

  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.

  On 12/26/2023 I called Roto-Rooter of Charlotte because I had water backing up in both my shower and bathtub. I was told a technician would come out that day to perform an inspection. A technician was not available on 12/26/2023, but on 12/29/2023 *** come out. He completed the inspection service and decided my main sewer line needed to be jeted and cleaned. During the service *** noticed water was holding in the line which made him concerned about a possible belly in the pipe. (Cost for snake and cleaning $688.54)
  I was told a camera service was needed to check the pipe in order to confirm his hypothesis. It took a number of calls to customer service and the Charlotte office before a customer service manager was helpful in scheduling the camera service. On 1/10/2024 ***** inspected my main sewer line with a camera. 13ft into the line his camera stopped. Based on his camera not being able to move forward in the line. He concluded that line could be broken or a blockage in the main sewer line. The solution was to dig up the pipe at the point where his camera stopped, fix the broken pipe and add a two way clean out in my yard. After the pipe was exposed it was not broke nor was there a belly... the problem was with-in the cast iron pipe. The pipe has frayed metal that's holding on to toilet paper and sludge. (Cost $5646)
  At this point I was offered a picote service. ( cost $3469.37) I was told this would smooth the inside of the pipe back to brand new. However due to high power tools tripping my breakers the service could not be completed, but I was not charged for that service attempt.
  However I have paid $6334.54 for two mistaken hypothesis and my sewer line is not properly fixed. I would like to recover my money.

  Business Response

  Date: 01/23/2024

  Customer received follow up camera and additional work was performed.

  Business Response

  Date: 01/25/2024

  Spoke with customer and offered $3,167.27 refund which customer accept.  Once this is complete **** committed to emailing customer receipt showing completion for Mr. ********* records.

  Customer Answer

  Date: 01/31/2024

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

  I have received the request for a refund from ****. However I'm still awaiting the refund from the credit card company.

• Initial Complaint

  Date:01/12/2024

  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.

  We have had issues with our hot water tank remaining lit. We contacted roto rooter a few months back (Oct or November) Brenden was sent out to see what the problem was. He said it was a sensor that was tripped. Relit it. Showed me how to relight it and went on his way. The sensor has been tripping a lot so we called back. Brenden was sent out again to repair the issue. His first “repair” was on January 8. Costing us 595 dollars. The very same day I called back saying he didn’t fix the problem and needed to come back and fix it. They sent him out Jan 11 where he proceeded to replace a different part again costing us 500 and then told us we needed a new hot water tank. I’m not thrilled about spending 1100.00 for him to replace parts that weren’t the problem. I want my money back from this business. I have called and emailed and gotten no response The papers say 6 month guarantee. Please help us get our money back.

  Business Response

  Date: 01/17/2024

  Reviewed the job with the Plumber and agreed with the Homeowner. We are issuing a full refund.  Refund will be issued on 1/17/24 to the Credit Card that was used for the two payments.  Credit issued will be a total of $1150.90

  Customer Answer

  Date: 01/17/2024

  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:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a water leak in my home on January 5,2024 I called for the plumber Roto Rooter they came to my home to fix the water leak but after fixing the water pipe that wasn’t the problem because he cut the wrong pipe.January 6,2024 I had to-call the plumber back because the pipe he replaced wasn’t leaking.The plumber who came out the second time fixed the leaking pipe.I sent you all pictures of the pipes,the white pipe doesn’t have a hole in it but the red pipe does have hole in it. If the plumber wasn’t arguing at me, he would have fixed it right the first time.

  Business Response

  Date: 01/19/2024

  Roto-Rooter was called out to fix a pre-existing leak. The Plumber fixed the leak and checked to make sure everything was good before leaving. The customer calls Roto-Rooter a second time regarding a second leak, separate from what Roto-Rooter fixed the first time and pre-existing as well. Roto-Rooter goes out to the customers home and fixes the second leak for the customer. Both leaks were pre-existing before Roto-Rooter ever went out to repair either one. 

  Customer Answer

  Date: 02/29/2024

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

  Customer Answer

  Date: 04/22/2024

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

  
  Plumber did not fix the leak he  cut the wrong pipe The first time and then I had to call him back out to fix the leak but it wasn’t but one leak he just didn’t fix the wrong pipe the first time the second time he came out another plumber had to fix the leak he could hold his holes in my garage it was no pipe in the garage the leak was in one of the bedrooms he cut the wrong pipe the first time the white pipe did not have a hole in it butThe red holesHave the hole in it and another thing professional wouldn’t cut all of these holes in my house so can you please re-open this for me case number is #********

   

  Business Response

  Date: 04/22/2024

  Customer had multiple issues, customer approved RR to service the work the first time, then called back about a second leak, which RR took care of as well at no cost to the customer.

  RR also recommended and offered Water Restoration services to the customer for prior leaks before servicing, which customer refused. 

  Customer Answer

  Date: 04/22/2024

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