Complaints

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

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• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  3603 Metro Pkwy San Antonio, TX 78247

• 

  Roto-Rooter Plumbing & Water Cleanup

  6356A Corley Rd Norcross, GA 30071

  
• 

  Roto-Rooter Services Company

  175 Maple St Stoughton, MA 02072

• 

  Roto-Rooter Plumbing & Water Cleanup

  1750 S Finley Rd Lombard, IL 60148

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:12/31/2023

  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 contacted the company to set up an appointment to resolve a water leak that appeared in my yard on 12/18/23. I received a call on 12/19/23 from Derien Chatman who advised me he was the field manager. I explained to him what the issue was and he advised me I had (2) options, one would be to repair the leak which would be a cost of $2500. The next option would be to replace the water line which would be $4000. These amounts were quoted over the phone. At the time I opted to have the line replaced. Keep in mind no one from the company had been to my home yet and physically seen the issue I had. I was e-mailed a proposal that stated I would have to pay 50% of the cost at the time of signing the proposal and the balance at completion of the service. Maybe 30 minutes later a Ms. Moore contacted me to take my credit card payment of $2000. I want to note here, I was not advised that my card would be on file or held for future use. I received a call later on 12/19/23 from Mr. Chatman where he advised they could not come out that day and someone would be out tomorrow. I did not hear from Mr. Chatman on the morning of 12/20/23, . I asked for a time range and said he would have to call the team to find out. He never called me back. I called a few hours later and he advised then it would be by 5pm. No show at 5, I called back and was told they were in route. I discovered around 9pm, that the were at my home digging in my yard. No one came to my door to advise they were there. I went outside to confront the workers and advised them to only repair the leak area and not to dig anymore in my yard in the darkness. I was never provided any information regarding what the actual issue was and what they did to supposedly repair it. I requested paperwork the night of said repair and for a week and have been given the runaround by Mr. Chatman. On 12/27/23 I discovered that $500 was charged to my account without my authorization. Again, I have never received an invoice for the repair.

  Business Response

  Date: 01/05/2024

  As Ms. Sims stated, she was offered two options for her water leak in her front yard.  Ms. Sims agreed to a full line replacement and signed a proposal for us to move forward with the work.  Although we ran into some challenges getting to and repairing the issue as quickly as we and the customer would have liked, we were able to make it to the customer to begin work.  The customer chose for us to proceed with the work but changed her mind and asked for us to only repair the leak (Option 2 for $2500) instead of replacing the full line.  We completed the work she requested and only charged her for the services she agreed upon.  We have not heard from Ms. Sims until receiving the BBB complaint but have since sent a copy of the invoice for her records.  We will also have the Project Manager go by her property, if she chooses, to assess and see what/if additional repairs are needed to the line we have repaired.  We do not feel that any refund is due at this time since work has been completed for the price the customer agreed upon nor has the customer requested us out to resolve any possible issues pertaining to work performed by Roto-Rooter.

  Customer Answer

  Date: 01/09/2024

  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.

  The reply from the business is very dishonest. I reached out to the company multiple times. I left voicemail messages and sent text messages to the field manager as well. When I discovered that money had been taken from my account unauthorized, I called the company again and by dialing zero was able to get Ms. Moore. I advised her of what happened regarding me never getting any receipts for payment, the unauthorized charge or documentation of what was done. She did e-mail me the receipts for the authorized and unauthorized payment. To say that you never heard from me is bold faced lie. My communications, were ignored. The company refuses to take accountability for their poor customer service and shady business practices. I have since had what actually caused the water leak repaired by someone else. So whatever is in this new documentation they are finally sending over is not true. Arriving at someone's home late night and not even coming to their door to advise the homeowner they were about to begin work in their yard is insane. No, I was not going to allow you to dig up a water line at 9pm at night in darkness! I discovered they were out there because they turned the water off! I told the field manager that I cared for an elderly parent several times which is why I needed to ensure this repair was done timely.. He made nothing but excuses, every interaction I had with him. I regret not checking the BBB before using this company, because I would have known not deal with them based on other complaints. Everybody can't be wrong about them. Very unethical people. I have text messages, call log and e-mail to prove I reached out to the company several times before the BBB complaint. 

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

   

   

  Business Response

  Date: 01/10/2024

  Ms. ***** if you look at the proposal you signed and presented to BBB, you will see that half of the payment is due at the time of signing the proposal and second payment is due at time of work starting.  We have only charged for work that was completed at the time we agreed upon.  We have honored your request of only doing a spot repair on the water line and only charged for that work.  We did not receive any correspondence regarding additional work or concerns with work performed at your property until your concern was lodged with the BBB.  Again, we are more than happy to assess the work performed at your property.   

• Initial Complaint

  Date:12/28/2023

  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.

  This complaint is submitted by **** ******** (Cell: ###-###-#### / Email: ****************************) for and on behalf of my 88-year-old mom **** ***** ******** **** ********* ****** ********* ** ***** after failed attempts to resolve with Roto Rooter at the local and national level with Customer Service Coordinator Pat S******* see attached correspondence.
  On Monday 10/30/23 at around 3PM Roto Rooter was called for a sewer blockage at **** ********* ***. ********* ** *****, arrived at approximately 5:30PM and as stated on attached invoice ********* "Main sewer blockage restored flow in house trap in basement soft blockage cabled trap to city main tested and checked operation" at a cost of $557.60, no further action needed.
  After clearing the blockage and restoring proper operation Roto Rooter returned on Tuesday 10/31/23 to unnecessarily remove existing cast iron piping that was in good working order and not compromised in any way and replace it with less than 4' of 4" PVC (Approximate cost of material $185.00) at the unrealistic cost of $6,800.00 with no breakdown, see attached invoice ******** and photos.
  Roto Rooter denied our attempts to correct what we thought to be an honest billing mistake as there is no possible way the installation of less than 4' of PVC conduit and fittings could cost this much, it far exceeds industry standard. After reviewing BBB's extensive list of website complaints against Roto Rooter, it appears this injustice may have a pattern and fall under a different unethical category such as gauging, coercion, taking advantage of an opportunity or worse taking advantage of an elder, regardless of intent something needs to be done.
  In light of Roto Rooter's rejection of our initial attempts to correct this at a reasonable cost, we are requesting a full $6,800.00 refund for unnecessary work inclusive of any fees incurred financing this unnecessary work.
  Please indicate if further information is required.

  Business Response

  Date: 01/05/2024

  Spoke to ***** an in-person meeting is set up for Tuesday 1-9-24 to go over the details and scope of the job performed. As **** was not present at the time of service for his mother. Attached are all the documentations related to this customer.

• Initial Complaint

  Date:12/28/2023

  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 7/20 we encountered a clog in our home, which caused sewage to flood our basement. Despite this being the third time happening and told by each technician that it shouldn’t pop up again, it’s popped up again. However, no problem there. The problem was the day after the snaking. We were told to go through water mitigation for the backup, that we wouldn’t pay anything out of pocket; insurance will cover it all. I was never told a price by anyone, I was just told that insurance would cover and not to worry about anything. Also, due to the high electric use during mitigation they said they would cover my electric bill for that month too - pretty good deal, right? After reading other reviews on BBB, I feel like this is just another story similar to the rest. After gouging the prices on services, the claim got denied. My insurance claim rep told me that they haven’t been able to get in contact with that tech since that day. Not to mention the cleaning specialists left feces on the walls and windows, and sewage on the underside of the washing machines. Going back on everything: a question I asked everyone that came was “will I get a warranty for today?” I was told each time ‘Yes’. A few weeks pass and the problem that was ‘fixed’ came back up again, so I ask about the warranty on the snaking, and was told on the phone I had access to it. However, when the tech came through, he told me that there was no warranties for me in the system. He ended up arguing with dispatch to resolve the issue then, but they also informed him that I had no other warranties, not even for the $8000+ cleanup they did. I was later told that the whole paying for the electric bill thing was never true as well. This company tricks home owners into overpaying for home repair services, they use deceptive practices to gouge customers out of money to give their plumbers more commission, and they deceive homeowners into thinking that the bill won’t be put on them at the end of the day.
  
  Go local.

  Business Response

  Date: 02/02/2024

  Thanks, customer did not provide contractor name and location, can you help so we can correctly re-route? Thanks. 

  Customer Answer

  Date: 05/03/2024

  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.
  
  
  **** ******
  
  
  

• Initial Complaint

  Date:12/28/2023

  Type:Sales and Advertising 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.

  This happened December 27th, 2023.
  I was charged $123.
  
  I am installing a granite countertop and need plumbing work, including unhook faucet and garbage disposal and put them back on.
  
  They claimed the estimate is free of charge (I confirmed with multiple people beforehand), but I was forced to pay $123 for the estimate.
  
  The estimate is ridiculously high, it is almost $2000 for the work I described above.
  
  They lied to me upfront about the free estimate.

  Business Response

  Date: 01/03/2024

  Spoke to customer on 12/29 at 11:46am. Refunded the $123 to the customer. Check being sent to her home.

• Initial Complaint

  Date:12/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 10/4/23 we called for an emergency plumbing issue in our rental, invoice #************. We were quoted $288.00 + tax, but the charge on our card ended up being $401.75. We called the plumber to inquire about the amount being higher. He notified us that he left the Pipe shield solution to our tenant that costs $81 plus tax, without getting approval.
  A few minutes after he left, the toilet backed up again. Tenant called him directly since he left her the number and instructed her to do so if there is an issue. He came back, and called to notify us that he is back and that he cannot fix the issue because it’s a problem in the building.
  We contacted the management company and board that they will need to take care of it since it’s not an issue in our unit.
  On 10/5/2023, management sent a plumber from Power Rooter, who went to the apartment with a board member Carl and snaked the toilet again. He stated that there was resistance when he was doing so. The issue was solved, and it had nothing to do with building or a house trap but needed to be snaked correctly.
  I have notified Ms. Pam Swanson, customer satisfaction manager at Roto-Rooter, about the issue, and received a phone call from the regional manager. During our first conversation, he wanted to refund fraudulent charge of $88.19 for solution but keep service charge. At follow up conversation, he wanted to issue a refund for services but keep money for a solution. When I did not agree with anything less than a full refund, he told me to go and file a dispute with the credit card.
  Roto Rooter did not perform services correctly, and Power Rooter had to redo their job. They were given the second chance, and their plumber on the return said that it’s a building issue, not the apartment in addition to charging our card without authorization for additional amount.

  Business Response

  Date: 12/26/2023

  Good Afternoon. During our asses at your location. We provided two solutions to clear your toilet. First solution was to auger the toilet bowl. Second solution is to remove the toilet bowl and snake the drain line. You decided solution one. You didn't allow us to remove the toilet. Which was solution two. Our plumber was told they(tenant) wanted pipe shield. So we provided. We can refund you the pipe shield. I will send you an email to confirm receipt. 

  Customer Answer

  Date: 12/26/2023

  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: 12/27/2023

  To whom it may concern, 

  Roto-Rooter responded that
  they have offered us two solutions, and we have rejected a second one, which is not true. When we first called them, they gave us two price options before the
  plumber was ever dispatched. One was $200+ if the plumber won't have to remove
  the toilet, and if I recall well around $800+ if the plumber decided on the
  spot that the toilet removal was necessary. We have agreed to both, since it
  was an emergency for our tenant, but the plumber from Roto-Rooter decided that
  there was no need to remove the toilet. When he came back for the second time, after the problem
  persisted, he told us that it's a building issue and not the unit issue and
  there is nothing else he can do, which is what we communicated to the
  management. Given the fact that plumber management sent the next day did not have to do it either,
  just proves that it wasn’t necessary anyway. Please note an email exchange with
  management, where we clearly tell them that we had a plumber look at it and he
  concluded it's a building issue. Please look at the email from 10/4/2023 when
  we first contacted them after Roto-Rooter plumber left a second time without
  solving the issue. 

  Our tenant wouldn’t know what solution the plumber gave her was,
  so how could she ask for it? This is another untruthful statement. But even if it was as they say,
  unless our tenant was paying for it, Roto-Rooter should ask us if we agree and not just
  charge our card for additional amount without authorization for. I have previously
  attached text messages with the tenant for your reference. Thank you. 

  Respectfully, 

  **** *. 

  Business Response

  Date: 01/02/2024

  We have talked with customer. We have giving them a refund of the pipe shield. The Labor stays. We have explain to them that the plumber unclogged the toilet. The customer has a warranty. We would have retuned and unclog the toilet again under the warranty. Note when the plumber was called back. He did not retry the toilet. Because The tenant explain they are getting brown water. Which could be from the building. 

  Customer Answer

  Date: 01/02/2024

  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.

  To whom it may concern, 

  Please see attached email conversation with Roto-rooter where we clearly did not agree to the amount refunded. Plumber did not unclog the toilet because he did not snake it properly. He was called back and so they were given a second chance at which point he concluded that it’s a building issue. Someone else sent by a building had to do their job, so no. They shouldn’t keep labor money since they didn’t do the labor properly. They also keep blaming our tenant and keep saying she said this and that. It’s ridiculous.

  Regards,
  
  
  
  **** *
  
  

  Customer Answer

  Date: 02/09/2024

  Good morning, 

  We did not accept the refund, which you can see in this email exchange with a gentleman from Roto-Rooter. We clearly told him that partial refund is not acceptable, but he issued it anyway. I again told him that we did not agree on the partial refund, but there was nothing I could do to stop a CC refund. However, we see this as so tricky and dishonest to force a partial refund on us without an agreement and just stop the communication. I have attached emails exchange in question. 

  Regards, 

  **** ****

  Business Response

  Date: 05/06/2024

  As previous discuss. We gave two options. Option one to auger the toilet by
  not pulling the toilet bowl. Option two pulling the toilet bowl and clearing the
  line thru the drain. They wanted to go with option one. By choose option one. We are only cleared the toilet bowl not the drain. Flushed toilet multiple times. The tenant did call back the plumber. When the plumber came back. The plumber saw brown water. So the plumber suggested it could be the building. This is closed we refunded. what we can.

  Customer Answer

  Date: 05/06/2024

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

   

  Business claims in their latest response that we have chosen option one, not to remove the toilet. This is not true, we told them to do what’s necessary since it was an emergency issue in a rental unit. Their plumber has decided that the toiled doesn’t need removal, but just snaking. Which Power Rooter’s invoice confirms too, since that is the only thing they did after coming the next day to do the job Roto-rooter failed to do. The refund Roto-Rooter issued was for unauthorized charge for some solution they left to our tenant without disclosing it to us and charging without approval. We have refused partial refund, requesting refund in full since someone else obviously had to do the same job next day, but they issued this partial refund of approximately $88 regardless of our refusal to settle for this amount. Also, it wasn’t the building issue after all. Their plumber was clearly incompetent, and they are clearly dishonest company all together. 

  
  
  Regards,
  
  
  
  **** *
  
  

• Initial Complaint

  Date:12/23/2023

  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.

  Initial call to clear the sewer line was on 12/15/2023, which they snaked the drain and removed a small piece of roots. (Should mention that the franchise that came out was the ********* ** location, although the corporate headquarters is the Cincinnati location. Pat S****** is the Customer Service representative there - with the holiday, I can't reach him). The next day blocked again. They came out and used a camera to 60 feet. They did snake the pipe again - but the issue was it is a 4" pipe and they only had with them a 1' auger which cold not remove anything. In this process, while taking off the cap to the sewer line they stripped/cracked the line cap so that the cap would not seal. They came back the next with a cap that did not fit. They then went to **** ***** to get a replacement - twice. They put that on, but it was still leaking sewer water into my basement. After many phone calls, I was told that they would send their best technicians out at 8 AM to fix the issue. Two technicians showed up. Looked at the cap and pipe and said nothing could be done. "It is okay if it leaks" - "it should be like that". And they left. Six phone calls later, I was still being told the Manager on duty (I think his name is Don) would call. Well - 8 hours later nothing. I had to call another plumber to fix the issue. I paid $645.08 for their (Roto Rooter) service , which states a 6 month guarantee. I had to pay the other company another $650.00+ to come out. I have still not received a call back from Roto Rooter. I think I should receive my money back at the very least and they shoud also have to cover the charge for the other company having to come out on the holiday weekend. Isn't it great that its a Holiday weekend and bathroom uses and showers can't be had......

  Business Response

  Date: 12/27/2023

  Spoke with customer.  Agreed that if they sent a receipt showing they had another plumbing company come out and fix what we charged for we would refund her in full.

• Initial Complaint

  Date:12/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto Rooter was hired on July 11, 2022. at 2*** ********** ** ******** **** ***** for water damage restoration. During this process of removing the damaged kitchen cabinets my oven glass door is broken. I was told to contact Roto-Rooters customer service and they will put me in contact with someone that will facilitate getting my oven glass door repaired or replaced. After many months of attempted communication to the contact provided. Robert C***** came to the address above and agreed that Roto router would replace the oven as a whole. I was asked to find a comparable product and send them to the contact for Roto Rooter. After submitting comparable model of the oven Communication stopped for 15 months. After 15 months of attempted communication I was finally able to get in contact with someone to restart the process again. Nov 6, 2023 the first service repair technician was sent to **** ********** *** to inspect and repair the glass door. On this service call on November 6, 2023 I was told that replacement glass should take a couple of weeks before the replacement glass would be in. Nov 20 I was told by the repair company that the part was ordered but out of stock with 3 different venders. December 19, 2023 contacted the repair company and they have notified me that the item is still out of stock. After following up with roto-Rooter to notify them that the item is still out of stock and asking for a recourse in replacing the oven rather repair and I have not been able to get a response.

  Business Response

  Date: 12/28/2023

  We are working with the repair company and attempting to find any other vendors that may have the part to resolve the issue for the customer.  Once we have any additional information we will inform the customer as we wish to resolve this as well.

• Initial Complaint

  Date:12/20/2023

  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.

  Invoice No. ************. Roto-Rooter came out Nov. 17, 18 and 19, 2023. There was a clog and that was eventually cleared after using the hydro-jet system. During that time a person came out and sent a camera down the pipes. The jetting unfortunately somehow caused a back-up in a pipe which overflowed and ruined half of my basement. After my insurance company sent out people to remediate and clean up, I started working on repairs. I was not given the camera footage by any of the Roto-Rooter workers. After talking with a couple of the techs for about a week, who told me that it would be an additional charge for them, I finally spoke to someone at their office, who said I should have been given them. I was finally given the number of the person to call to get the footage, Cara M*******. I talked to her on December 13th. She took my information and promised to get the footage to me. Since then, despite at least three messages, I have heard nothing more. I have tried to explain to them the I need that footage before I can rebuild the drywall around the pipes, to determine if they need to be replaced. I paid almost $1,000.00 for their work, I think I am entitled to them promptly, so I can start basement repairs.

  Business Response

  Date: 01/03/2024

  I reached out to the customer and a video was provided at his request. The customer was satisfied with this result.

  Customer Answer

  Date: 01/05/2024

  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.

  He sent me a LINK to a video. I was unable to open it or access it. I sent him an email response (attached) telling him that. No further information. 
  
  
  Regards,
  
  
  
  ***** *************
  
  

  Business Response

  Date: 01/11/2024

  We reached out to the customer and provided a free video as requested. 

• Initial Complaint

  Date:12/20/2023

  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.

  25 years ago Roto-Rooter put in a vacuum drain- to excavate water from any flooding may happen in the basement.
  They've maintained the drain every 3-5 years since.
  Last year they did work on it, and sealed it shut.
  Monday, 12/18/2023 we had a lot of rain - it absorbed into the diatamecious earth in the basement, flooded into my boiler, basement floors, etc.
  I called Roto rooter to come unseal it, they said they could come Thursday- but would send a water crew to clean it up. Water crew never came, I got an adjuster out yesterday 12/19.
  The company said they're not liable for damages- for sealing the drain. The drain that they installed, maintained, and hadn't sealed in 25 years. They did not ask for permission or explain why they sealed it last year. I came home from work after work was done; and it was sealed. Sealing this drain renders it useless.
  Roto-Rootwr had an opportunity to unseal it and they didn't. They had an opportunity to get a water crew out to resolve it; and didn't. They've dropped the ball at every turn.

  Business Response

  Date: 12/21/2023

  We fixed the issue and followed pluming codes

  Customer Answer

  Date: 12/21/2023

  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: 12/21/2023

  Roto-rooter installed the company and maintained it for 25 years. They sealed it without telling me and without my permission. They didn't inform me of any code changing- nor did they suggest another alternative for the storm pipe system. 
  

  I asked my plumber if it had to be sealed; he said no, as long as it's closed. Which it was, it remained closed unless being cleaned. They are deflecting responsibility for costing me thousands of dollars in damages. The fact of the matter is- if the pipe had remained unsealed- my basement wouldn't have flooded. 

  Business Response

  Date: 01/05/2024

  The customer thinks that a sewer cleanout is some sort of a "vacuum drain" for storm water. We explained to her that rain water is not allowed into the sewer system and that the sewer system must be sealed so that sewer gases do not enter the home for health concerns. We explained that we are not responsible for damage caused by the storm. It was recommended for her to call her insurance company and file an insurance claim and we would be happy to perform the flood cleanup. She refused and wants us to take responsibility for the damages..

  Customer Answer

  Date: 01/19/2024

  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:

  Roto-rooter installed this drain system 25 years ago. They verbally admitted to having installed this sewer line, on the phone. The drain was installed due to flooding in the basement, 25 years ago. This is not just a "clean out drain", which Roto-Rooter is aware of, since they have been maintaining and cleaning this line since 1998. 
  

  Roto-rooter has been the only company to service this line in 25 years. Every 3-5 years they have come to clean it. Never once had they sealed it, until the last time they came to service it. 
  

  if the rules for the system drain had been changed, and required sealing; it is the due-diligence and responsability of the company to provide that data and information to the customer; as many customers are not plumbers and do not read plumbing codes. Home owners count on the service professionals to keep us abreast of these changes. Had the company told me that the rules had changed, and I needed a sub-pump at time of service; I would have gladly done that. However, their plumbers did not inform me of anything different. It was their cameraman who sealed the drain- without any communication with me about it. 
  

  Now, I've had to rip up the flooring to keep mold from spreading, I'm stuck with replacing a water heater, washer, dryer, boiler and flooring due to the incompetence and inability of Roto-rooters plumbers to communicate new standards to their customers. 
  

  Roto-rooter has files going back 25 years of service on this line. They have proof they've never sealed it. They are deflecting responsibility for their actions.l will file a law suit against them, if they don't attempt to make this right.
  

  I am asking for them to do the right thing. I called them multiple times to come unseal the drain so the water would drain- call logs attached - they told me they could get to me in 3 days. The water had no where to escape too and damaged multiple pieces within the basement that a home requires to function: heat, hot water, deep freezer, fridge, washer and dryer. 
  

  Ontop of this, they still haven't sent me over the assessment report they recorded. I've emailed multiple times- and have not received their assessment of damages. Images attached of emails.

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

  Business Response

  Date: 03/11/2024

  The customer thinks that a sewer cleanout is some sort of a "vacuum drain" for storm water. We explained to her that rain water is not allowed into the sewer system and that the sewer system must be sealed so that sewer gases do not enter the home for health concerns. We explained that we are not responsible for damage caused by the storm. It was recommended for her to call her insurance company and file an insurance claim and we would be happy to perform the flood cleanup. She refused and wants us to take responsibility for the damages..

  Customer Answer

  Date: 03/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  25 years ago this "sewer drain" was installed by your company to address the issues of flooding the home was having. I did the routine maintenance on this line; to ensure it was not blocked or backed up. At this point in time; if it was not meant to be a vaccuum drain- at the time of service- the company is responsible for notifying the client of any code updates. I was not made aware of any issues with the current system; nor was I told it needed to be sealed. Roto-rooter has installed and maintained this drain since 1998.

   I did follow up with home insurance; due to the issue stemming from ground water- any claims were denied. Had the company told me the way the drain was being used was incorrect; I would've had a sub-pump put in. No one said anything until I had knee deep water in my basement and was told "it was new code and no one is available to come unseal the drain." This led to my floor rotting out and ruining my boiler- hot water heater, washer and dryer. 
  

    All Roto-rooter had to do, to keep their client up to date; was communicate the changes and what they were doing. No one communicated sealing off the drain, or that the purpose of the drain had changed until AFTER the line was sealed. 
  Regards,
  
  
  
  ***** ******
  
  

  Business Response

  Date: 03/21/2024

  The technician capped the sewer drain to prevent sewer gases from backing up into the home.  Furthermore if the city line backs up, this prevents the sewerage from also backing up into the home.  Lastly, it is unlawful for storm water to go into the city sewer system.  Roto-Rooter is not responsible for storm water damage.

  Customer Answer

  Date: 03/27/2024

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

   

  Roto rooter installed and maintained this line for 25 years. If it is unlawful to have it; then why did the company install it and service it as a storm drain since 1998?

  any changes in the pipe should've been communicated so corrective action could've taken place. Had that happened- a sub pump would've gone in and the damage would've never happened. 
  

  Roto rooter neglected not only its duty to inform their customers of their changes- but refused to come OPEN the drain they installed as a storm drain. They have records and proof of this going in under **** *********, it was confirmed verbally over the phone. 
  

  They are skating by on "technicalities" and not taking responsibility for the fact that they did indeed not only install the pipe- but maintain it.

  Do the right thing, Roto-rooter. Take responsibility and fix the issues your company caused and then neglected to follow up on.

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

  Business Response

  Date: 05/15/2024

  - The customer thinks that a sewer cleanout is some sort of a "vacuum drain" for storm water. We explained to her that rain water is not allowed into the sewer system and that the sewer system must be sealed so that sewer gases do not enter the home for health concerns. We explained that we are not responsible for damage caused by the storm. It was recommended for her to call her insurance company and file an insurance claim and we would be happy to perform the flood cleanup. She refused and wants us to take responsibility for the damages..

• Initial Complaint

  Date:12/18/2023

  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.

  In early 2021, my main sewer line backed up and Roto Rooter found out that the line was damaged by tree roots. So they replaced 6 feet of a sewer line in the basement and provided a 5 years guarantee. 2 years later, about March 2023, the sewer started backing up again and I had to call new companies to have it cleaned out and camera inspected.
  It t**** out that new roots penetrated the sewer line, as their 6 feet replacement was sagging and not properly connected to the old cast iron. The camera inspections (also done by Roto Rooter, later on) showed a lot of water sitting in the pipe, and a gap between the new PVC (installed by RR) and the cast iron.
  As the work was guaranteed for 5 years, after several emails, calls, and a letter from my lawyer, they came to replace that 6 feet section. But first, they made all the efforts to deny responsibility, then provided me a quote for $14k to replace the PVC a second time, all because they didn't want to honor the 5 years warranty. It took six months of smoke and mirror games with them, but they eventually replaced the line in September.
  However, after new camera inspections (done soon after), it was shown that the bellying of the pipe persists, and there's plenty of water sitting for at least 4 feet in the section they replaced. It actually looks worse than it was before this 2nd installation.
  RR had it camera inspected, although never shared the video (I guess they were ashamed of their own work). I kept on emailing them and they kept on ignoring my emails, so I hired another company to get a new report that details all the problems with the sewer line. They wrote a detailed report about all of this and the responsibility lie squarely with RR's poor job. However, roto rooter refuses to do anything about it to correct the job they carried out. They promised they'd call me but they never did (well one time someone called but admitted he didn't know what was going on.... so unprofessional)!! Stay away from them.

  Business Response

  Date: 12/19/2023

  Have a scheduled call with the customer on Thursday at 9am to address issues and finalize solution

  Customer Answer

  Date: 01/23/2024

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

  Problem:
  Original Complaint ID: ******** The issue has not been resolved, they just contacted me to say that they will resolve it. But nothing actually happened. I keep contacting the general manager, Cameron (C.J.) B****, and the Customer Service Manager, Pat S******, but to no avail. They either don't reply or, more recently, have said that "someone will reach out to me to schedule the work". But nobody then actually contacted me. They've not included any specific scope of work for "the work", plans, schedule, nothing at all. This would be the 3rd time trying to address the issue and they can't even describe how this one will be different from the other two times. Complaint ID: ******** is NOT closed or resolved. All I am asking is that my sewarage pipe is working properly. My contract with them has a warranty for 5 years, signed 3 years ago. At this point, their goal may be to stall so the warranty expires. Shameful.
  
  
  Desired Resolution:
  Repair
  
  

  Business Response

  Date: 01/24/2024

  Customer contacted to schedule repair

  Customer Answer

  Date: 01/25/2024

  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.

  
  "Contacting the customer" doesn't resolve the issue, it's just the first step. They said tomorrow they'll come to repair it, and once the is truly gone, and they showed it via camera inspection, then I'll close the case.

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

  Business Response

  Date: 01/25/2024

  The work is scheduled to be completed tomorrow. 

  Customer Answer

  Date: 01/25/2024

  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.

  We already did this in December, and the case closed without the business taking any action. Now, this complaint will stay open until there's final determination the issue has resolved.

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

  Business Response

  Date: 01/26/2024

  Excavation crew was on-site today and the line has been repaired. We will go back out next week and re-camera the line per the customer request.

  Customer Answer

  Date: 01/31/2024

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

  Business Response

  Date: 02/02/2024

  Customer is satisfied with the resolution- we had a crew go out and repair the work.