Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

792 total complaints in the last 3 years.
262 complaints closed in the last 12 months.

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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:01/12/2024
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,

****** *****
Initial Complaint
Date:01/10/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Contacted tlheCompany and they came to fix a leaking flush valve on 12.21.23. Thelyl did not fix the leak and after another person came out, the leak has not been fixed. The original person told me toget a new ball valve and said it was available at *** ********, about 10 minutes away. About an hour later, he returned and installed the valve. this took about 15 minutes and billed me for $430.00 labor. I noted on the bill that I was protesting and that there was no estimate given . After complaining a second person was sent out and said that the first person did not install the flush valve correctly. After he left, the tollet ssstill leaks and after complaining, again, a third person came out and said that I needed a new toilet and could buy one at **** ****** for $300.00. I hen tried to contact your office and becausse of the Holidays, I was not able to make contact until 1/3/24. I have shut off the toilet and seek a speedy resolution including going to Small Claims Court.
Business Response
Date: 01/11/2024
Roto Rooter provided service to *** ******* on 12/21/23. After diagnosing the situation, our technician proposed that we replace the angle stop, supply line and flapper in the toilet bowl and the price would be $587.77. *** ******* agreed to the proposal, signed it and printed his name authorizing for us to proceed. After the work was completed, *** ******* then objected to the pricing. All pricing quoted is in accordance with our price book and in line with Company pricing policy. Unfortunately, even with requiring prior approval in writing, occasionally we encounter situations where the customer feels the price is too high for the amount of time or work performed. We understand, especially in today's world with everything costing more than it used to, that our pricing may be more than some customers are comfortable with, which is why we are adamant about getting full approval to proceed PRIOR to the work being done. If the rates are too high, we fully respect the customers decision to say no and decline service, that was not the case in this situation. I have attached the associated invoice for reference.
Thank you,
Business Response
Date: 07/03/2025
The reason for multiple trips appears to be the resistance of the customer to agree on the best resolution to resolve the issue and the problem not being able to be reproduced when the plumbers were there. The original trip replaced parts, some of which were supplied by the customer in an attempt to resolve the issue as requested by the customer. The following plumbers found nothing wrong with the toilet. Please note that the 3 plumbers that went out are 3 of our more senior plumbers with a combined 45 years of experience between them. As noted previously, the customer did agree in writing to services offered.
Initial Complaint
Date:01/07/2024
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.
• October 20, 2023 to October 25, 2023
• We paid the business $600 out of pocket and received alone for $13581
• The business was committed to provide us with a $9000 sewage repair and a $6300 clean-up with possible mold treatment, removal of furniture, and cleaning of floor and walls.
• When they came to complete the job and do the cleaning I was surprised and shocked on the cost of what was actually done. I asked for a detailed invoice with cost for supplies and what was needed to complete the job and the informed me that they don’t provide invoice of detail prices for specific supplies and cost of equipment, etc.
• I request to speak to a supervisor or manager and was scheduled a meeting virtually. No one contacted me during that scheduled time.
Business Response
Date: 01/08/2024
Attached I've included the break down that was provided to customer for both Water mitigation and Excavation work. I called customer and there was no answer as we would like to know what type of additional break down she is looking for.
Initial Complaint
Date:01/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a water leak and Roto-Rooter was contracted to mitigate water damage. The cabinets were to be removed. Roto-Rooter threw away an undamaged countertop and sink in the process, When I called their office and explained they threw away the undamaged items I was told by the Branch Safety Manager they would remedy the situation. Now Roto-Rooter is stating that my insurance would cover the counter top replacement which is inaccurate. My insurance did account for items such as garbage disposal reconnect, and linear footage for the piece that was over the cabinets. But not the remaining countertops that would no longer match or the sink. I was told by Roto-Rooter they would remedy their error and now are refusing to do so.
Business Response
Date: 01/10/2024
We have attempted to contact Mrs ******* for the last 2 weeks with no response from her. We have left several voicemails and sent emails to reach out and discuss the situation. We were informed that the insurance did pay for the countertops as is usual in water mitigation due to the difficulty/expense of trying to remove in one piece and then preserve until cabinets are replaced. If Mrs ******* would like to contact me directly to discuss please call me at ************ extension *****
Sincerely,
Rich S******
Business Response
Date: 02/12/2024
We have explained to Mrs. ******* that we followed industry standards when disposing of ALL material that needed to be disposed of. We have spoken to her insurance company, and they are willing to reimburse LIKE product but not to the extent to which Mrs. ******* is requesting. We are in agreeance with her insurance company. There is nothing more that we can provide Mrs. ******* at this point.
Customer Answer
Date: 02/18/2024
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.
Traveler’s Insurance has a documented voicemail from
Roto-Rooter stating they threw away the countertop by mistake and will remedy
the mistake. Travelers’ position is the countertops are Roto-Rooters
responsibility due to their admission of guilt in disposing of the countertop.
Although Roto-Rooter initially indicated they would remedy the situation it has
become clear they have no intention of even addressing the situation much less resolving the problem they created.

Regards,

******* *******
Initial Complaint
Date:01/04/2024
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.
They installed a new toilet I did not need it does not flush, is very embarrassing if I have visitors, am still paying them 64.00 a month towards about 1,000.00 still left but it doesn’t flush, fecal matter piles up unsanitary to tolerate, must constantly snake it had to buy one for those purposes, this since February of 2023
Business Response
Date: 01/04/2024
customer was serviced on 2-10-2023 for an installation of a new toilet. She has a 1 yr warranty. I spoke to customer, and we are coming out tomorrow 1-5-24. to fix any issues. Attached is the copy of the invoice. Customer is satisfied and wasn't aware of warranty.
Customer Answer
Date: 01/05/2024
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:01/02/2024
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 work provided by Roto-Rooter first on 8/9/2023 and second on 10/5/2023. They were called to remove my toilet and sink prior to floor installation by ******. The technician Rosen came for both dates. On 8/9 he arrived and removed the toilet and sink and when the floors were completed, he restored them. During his re-installation he noted several repairs for both. He inspected the toilet for cracks and informed me none were visible and no leaks. The sink had no issues. The toilet began to leak around the base causing water damage to newly installed floors. Roto-Rooter was contacted and sent Rosen back on 10/5. He came, re-evaluated the toilet and said, "He should of never taken this job". "He knew it was going to be a problem"! He proceeded to re-fix the toilet by drilling it into the ground and replaced the flange. Rosen also measured the water in several areas searching for another leak in my home and he informed me the water levels were fine and there was no indication of leakage. After a few weeks (11/2/2023) the water damage to floors continued to spread and I contacted/ informed Roto-Rooter again. They sent out a technician. He came (11/8) but offered no real solution other than taking my toilet out again and resealing it. I explained to him that Rosen has done that 2 times already and it did not work. He left and he did not feel comfortable, and Rosen should fix the problem. He also called it in to dispatch. Since I have been calling and speaking with customer service and manager Luis C******. The company then suggested that I had a leak in my home and my Homeowners insurance to handle the problem. I said it no this problem began with Roto-Rooters work and you are responsible to correct it according to your GUARANTEE. We spoke for weeks and no resolution. Luis C****** said my husband and I (11/16) we were seeking a FREE bathroom remodel. I seeking help and informing BBB of their poor attitude and not fulfilling the GUARANTEE . HELP PLEASE!
Business Response
Date: 01/04/2024
The work provided to
customer on all visits was professionally performed and done to ******* State
Plumbing Code. Customer was consulted on
various occasions to try and find a resolution to the problem despite their use
of profanity and belligerent demeanor while trying to “make things right” for
them. Customer was visited by Excavation
Field Supervisor, Water Restoration Filed Supervisor, as well as Plumbers to
try and find and resolve her leak issue.
At no time was anyone uncooperative or unresponsive to her needs. Customer was advised that Roto Rooter could
not just remodel a bathroom and not know what the cause of the leak was. There was never any implication that customer
was trying to “get a free bathroom remodel”.
The customer was offered a replacement toilet if she felt that was the
source of the problem and the customer stated she was present when the toilet
was tested and did not believe that was the source of the problem and that it was
a 2-year-old toilet. Customer insisted
that the so-called drilling of the toilet (which was the anchoring of the flange)
was the cause of the leak. Customer was
advised anchoring the flange is required by code and would not cause damage to drainpipes
or toilet and cause the leak she speaks of which is damaging her hardwood. A camera shot of the sewer line was offered
and delayed by customer from being done because she wished to have her
insurance agent present. Customer was
advised to contact her insurance company for the purpose of obtaining
additional non bias party who could find the issue and report to Roto Rooter Service
Company what the issue is and then Roto Rooter would be able to make corrections. We are unable to definitely determine the cause of the leak causing the staining on the floor or how to proceed to resolve the problem for the customer so that she arives at an amicable position with Roto Rooter. At this time if a customer wishes to receive
a full refund and considers the matter closed, we would be willing to provide
her with the full refund and consider the matter closed.
Customer Answer
Date: 01/04/2024
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: 01/07/2024
The information that Roto-Rooter has provided is
not true and full of false information and lies. I was never consulted on
various occasions to try and find a resolution to the problem. The use of
profanity and belligerent demeanor was never displayed by me or my husband who
was working upstairs.
I was never visited by Excavation Field
Supervisor, Water Restoration Filed Supervisor, the one scheduled visit with a
Tyrone P**** was cancelled and I was never informed of the cancellation. I contacted the company’s customer service
line and inquired about visit and was informed it was not going to occur. The only time I received a call from Luis
C****** (manger) is when I called customer service on 11/19 and 11/21 and made huge
complaints. He then would return my call in the evenings between the hours of 5
to 6pm. During the calls to customer
service, I was provided the Manager of complaints name and number. Pat
S******. I left several messages and
never received a reply. I recall she was out of town. Luis C****** would return my
call in the evenings between the hours of 5 to 6pm. After I have sat in my home all day waiting for services. I will gladly provide my personal phone
records so the BBB can research the call history. In addition, each visit Roto-Rooter
provides a yellow invoice which explains the work performed and I (customer)
have to sign and receive a copy. The offer of a new toilet is another lie. They always suggest that my toilet needed to
be replaced due to possible crack. I informed Rosen the toilet is less than
5yrs old. When inspected by tech Rosen no crack was found on 8/9/2023.
Roto Rooter was never hired to remodel a
bathroom/just remove sink and toilet prior to new floor then reinstall then as
my yellow invoices clearly states. There was a leak sink which ****** floors
pointed out after floor instillation but corrected. The water damage/leak coming from the under
my floors began after Roto-Rooter completed their work. There was never a
suggestion, or a camera shot of the sewer line offered or performed. What they
strongly suggest is that I had a leak in my home, and I should contact my homeowner’s insurance. I explained to them
this leak aligned with their workmanship and I refuse to pay any additional cost.
After several conversations I informed Roto-Rooter I would speak with my home
insurance agent and if directed by the I would have both Roto-Rooter and
Insurance present for next visit.

Roto-Rooter needs to fulfill the GURANTEE and fix
the problem of the leak in my home that was cause by their technician. Replace
my hardwoods that have been damaged.
Business Response
Date: 01/09/2024
The work provided to
customer on all visits was professionally performed and done to ******* State
Plumbing Code. Customer was consulted on various occasions to try and
find a resolution to the problem while trying to “make things right” for
them. Customer was visited by Field Supervisors, and Plumbers to try and
find and resolve her leak issue. The customer was offered a replacement
toilet if she felt that was the source of the problem and the customer stated
she was present when the toilet was tested and did not believe that was the
source of the problem and that it was a 2-year-old toilet. Customer
insisted that the so-called drilling of the toilet (which was the anchoring of
the flange) was the cause of the leak. Customer was advised anchoring the
flange is required by code and would not cause damage to drainpipes or toilet and
cause the leak she speaks of which is damaging her hardwood. A camera
shot of the sewer line was offered and delayed by customer from being done
because she wished to have her insurance agent present. The customer was
advised to contact her insurance company for the purpose of obtaining
additional non bias party who could find the issue and report to Roto Rooter
Service Company what the issue is and then Roto Rooter would be able to make
corrections. We are unable to definitely determine the cause of the leak
causing the staining on the floor or how to proceed to resolve the problem for
the customer so that she arrives at an amicable position with Roto
Rooter.
Customer Answer
Date: 01/18/2024
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.
As I stated before below are my reasons. I have been in contact with my insurance company. We are working on scheduling. Also, I received another call from Brian F***** at 6pm. He requested I return his call to discuss the situation, I phoned him twice. left messages and he has failed to call me during normal business hours.
The information that Roto-Rooter has provided is not true and full of false information and lies. I was never consulted on various occasions to try and find a resolution to the problem. The use of profanity and belligerent demeanor was never displayed by me or my husband who was working upstairs.
I was never visited by Excavation Field Supervisor, Water Restoration Filed Supervisor, the one scheduled visit with a Tyrone P**** was cancelled and I was never informed of the cancellation. I contacted the company’s customer service line and inquired about visit and was informed it was not going to occur. The only time I received a call from Luis C****** (manger) is when I called customer service on 11/19 and 11/21 and made huge complaints. He then would return my call in the evenings between the hours of 5 to 6pm. During the calls to customer service, I was provided the Manager of complaints name and number. Pat S******. I left several messages and never received a reply. I recall she was out of town. Luis C****** would return my call in the evenings between the hours of 5 to 6pm. After I have sat in my home all day waiting for services. I will gladly provide my personal phone records so the BBB can research the call history. In addition, each visit Roto-Rooter provides a yellow invoice which explains the work performed and I (customer) have to sign and receive a copy. The offer of a new toilet is another lie. They always suggest that my toilet needed to be replaced due to possible crack. I informed Rosen the toilet is less than 5yrs old. When inspected by tech Rosen no crack was found on 8/9/2023.
Roto Rooter was never hired to remodel a bathroom/just remove sink and toilet prior to new floor then reinstall then as my yellow invoices clearly states. There was a leak sink which ****** floors pointed out after floor instillation but corrected. The water damage/leak coming from the under my floors began after Roto-Rooter completed their work. There was never a suggestion, or a camera shot of the sewer line offered or performed. What they strongly suggest is that I had a leak in my home, and I should contact my homeowner’s insurance. I explained to them this leak aligned with their workmanship and I refuse to pay any additional cost. After several conversations I informed Roto-Rooter I would speak with my home insurance agent and if directed by the I would have both Roto-Rooter and Insurance present for next visit.

Roto-Rooter needs to fulfill the GURANTEE and fix the problem of the leak in my home that was cause by their technician. Replace my hardwoods that have been damaged.

Regards,

*** ******

Business Response
Date: 01/23/2024
Customer has been contacted by email and phone calls by
various Managers to try and provide a resolution for her. Our internal auditing system reflects that. One of the main points of contention is that there
is evidence of water staining occurring on the hardwood floors but no evidence of
what the actual cause of the leak is. During
the many discussions with the customer, it was customer’s belief that the cause
was the toilet. The conversations with the
customer would produce that there was nothing wrong with the toilet itself per customer
because it was tested in her presence and because it was a 2-year-old toilet
per customer. Customer also produced
pictures of the repaired flange and proper wax ring. All the items that would fail appeared to be
intact. So, the customer was asked how we
should proceed and be sure that any repairs made there would resolve the problem
in the long term. The customer was
offered pull and reset of toilet and even a new toilet but not the repairs of
the hardwood floors. At that stage it
was believed by RRSC that maybe that toilet may have had a hairline fracture
which RRSC was not responsible for but in the interest of Customer Service
would replace. The customer would have
to be responsible for the wood floor repairs.
Customer insisted the toilet was fine and the issue was the pipes
below. Water Restoration Filed
Supervisors were sent to take moisture readings. EXC Field Supervisors were put in touch with the
customer so they could meet with the customer and customer’s insurance agent at
the customer’s discretion. The customer has
been advised to seek assistance from her insurance company for the purpose of
having a "fresh eye look" for the definite cause of the leak. At this time RRSC would still be willing to
provide a pull and reset of a new toilet (no hardwood floor repairs), a visit
from Water Restoration Field Supervisor for reassessment, a visit from Excavation
Field Supervisor reassessment or any combination there of to resolve customers
issue.
Initial Complaint
Date:01/02/2024
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 am filing a BBB complaint against __rotorooter. __dec 9 2023 service
The garbage disposal was broken. I will pay the plumber for diagnosing the leak. (which he did properly.).
I asked him to stop working on the garbage disposal fix because my home warranty covers it. He refused to stop. He told me home warranty would cover the garbage disposal bill from your company. That was a lie. The Home Warranty is refusing to pay for the garbage disposal unit and install now. Please refund me the charges for the installation of the garbage disposal unit. The home warranty would have done this for free. Your employee lied to me and tricked me.
Business Response
Date: 01/03/2024
The customer required service. We provided service that was asked. The customer authorized the work and then the customer signed the invoice for completion of work. No refund will be provided.
Initial Complaint
Date:01/02/2024
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 was given the run around for two days. The technician finally showed up supposedly repaired a clogged toilet. Charged me 660.00 and left. My toilet didn’t flush 10 minutes after he left and I’m out if 660.00. He sent another technician out today to take pictures of my pipes. The guys never removed the toilet, didn’t take pictures and quoted me a price of 9,900 dollars to shave my pipes. They are clueless about what my problem really is but has scammed me out of 660.00 and trying to scam me out more. They scheduled another technician for today and no one has shown up but they are calling me to tell me someone will be available later. Don’t trust Roto Rooter! I want a complete refund! Companies like to take advantage of women!
Business Response
Date: 01/03/2024
Customer contacted by phone. Positioned explained. Customer stated Field Sup did not put camera in the drain line and Plumbing tech did not clear the stoppage. Customer given partial refund and an apology for the tardy service provided..
Initial Complaint
Date:01/02/2024
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.
January 2, 2024 around 9/10 am I got Roto- Rooter to my house to unclog my toilet. The service was done in less than 2 minutes and they charged me $732.30 I couldn't believe it. I have the invoice saying the service made was "Labor to pull reset and cluger toilet and check operation''. I am filling this complaint because It is too much and I believe I was overcharged.
Business Response
Date: 01/03/2024
found that our technician used the incorrect flat rate code for his pricing and the customer was charged for a different service than what was preformed. The customer was due a refund to correct the error on our part, the refund is being issued to the customers credit card. We have relayed this information to the customer with our apologies for the mix up and will use this as a training opportunity.

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Roto-Rooter is NOT a BBB Accredited Business.