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

  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:11/20/2023

  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.

  I had flooding in my basement due to flooding rains and sump pump failure. I rented equipment to get the water out, but maybe 10 days later I noticed mold spots in 2 places. My brother in law recommended I call roto rooter because they would deal with the insurance company. The guy came out and I very specifically told him the work was dependent on insurance, he said of course. Later he texted me he'd gotten the go ahead in writing and wanted to do the work asap. There was 2 parts to the coverage, sump and mold, apparently the go ahead was only for the sump (5k coverage) not the mold (10k coverage) but they are trying to make me pay the full amount. That's their expertise, they should have made sure everything was set with the insurance as they tod me it was. I told them I'd be happy to pay the 5K I got even though there was supposed to be 3K left from the insurance for me to get the drywall back in and paint my basement so I could rent it again (my boarder moved out after the flood) once they agreed to that, but they are asking for 10,500 or the full 12,000 and threatening legal action. Again, I chose them because they would work with the insurance company- I trusted their word and that they would follow proper procedure as they are an established well-known company who do this regularly (the guy I met with said he handles several of these kinds of claims a week).

  Business Response

  Date: 11/22/2023

  Our company has adjusted the invoice to reflect the policy limit, payment has been received and the account has been settled.

• Initial Complaint

  Date:11/16/2023

  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 had a sewer back up in my basement. Roto-Rooter came out to fix the problem. They "snaked" the line. They also told me I had to replace the damaged line and would cost me 20,000. After leaving, my basement smelled like sewer gas. I wanted a second opinion anyway, so I called another company. They came out and said that roto rooter broke a cap allowing sewer gas into my basement. They never informed me of this. They also never removed the house trap clean out as well. Meaning they never cleaned it out properly. I tried calling Roto Rooter to resolve the issue. No call backs. I had the other company properly clean my trap and fix the pipe roto rooter broke for 1,000. I called the company several times to complain, and they never responded. I left two voicemails. Texted an associate with pictures and broke everything down. Whenever I call during the 8:00-9:00 they are not in yet. I call between 11:00-1:00 they are on lunch. I call at 3:30 they left early for the day.

  Business Response

  Date: 11/21/2023

  We spoke to the customer and refunded his money. Customer was satisfied. 

• Initial Complaint

  Date:11/14/2023

  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.

  ----- Forwarded Message -----
  From: Luis C******
  To: ******** ***** <***********************>
  Cc: Justin ******** ; Martin N****** ; Luis C******
  Sent: Tuesday, November 14, 2023 at 04:18:58 PM EST
  Subject: Re: Damage from Tech follow up, Are there any updates?
  
  *** ******** ***********,
  
  Thank you for the photos to review. Our technicians are experienced techs and make the best decisions possible to resolve the customers' Plumbing concerns. The access hole in the photo is not adequate enough space to work on repair or replacement of a garden tub faucet. It is a false statement made by the contractor who submitted the quote that fiber glass tubs are not cut. It is often required to cut the "apron" of a tub to repair the faucet and then a carpenter makes repairs to create a finished look for the homeowner. As mentioned previously tech received your authorization to make access to faucet through tub to make repairs and Roto Rooter is not responsible for the replacement of a tub or any additional repairs.
  
  Thank you.
  
  Luis A. C******
  
  Sales & Plumbing Manager
  
  Roto-Rooter Services Company
  
  ******* Market - 125
  
  office: ###-###-#### Ext. *****
  
  
  From: ******** ***** <***********************>
  Sent: Tuesday, November 14, 2023 1:50 PM
  To: Luis C******
  Cc: Cheryl M**** ; Cameron Ross ; Justin ******** ; Luis C******
  Subject: Re: Damage from Tech follow up, Are there any updates?
  
  CAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  Hello,
  
  I definitely want to explore this further. When I called the company it was for a small leak that was in my bathroom. There was access already available to the pipes which was a hole in the wall. Your plumber cut a small hole in the tub, when I asked him why he needed to cut it he says trust me I am the plumber. He comes again and cuts a larger hole please see the pictures. After this he tells me he can't repair the hole.
  
  Later Pedro your plumber tells me that he needs more money and a more experienced plumber to finish the job.
  
  My refund came only after I called the company and complained. Please see text exchange.
  
  When I called the next company their exact words were you never cut a Fiberglass tub.
  
  You sent a plumber with no experience to my house and now you are saying you are not at fault.
  
  I 100 percent believe Roto Rooter is at fault. You cannot send inexperienced people to someone's home to do a job and then say oops. I need this to be handled.
  
  ******** *****-******
  
  On Tuesday, November 14, 2023 at 12:56:31 PM EST, Luis C****** wrote:
  
  
  Greetings *** ******** ***********,
  
  We have tried to call you but have not been able to reach you. We understand that the tech with your permission cut an access hole in the fiberglass tub because there was no other way to access the pipes and faucet for repair and/or replacement. Pipe and faucet repair was necessary because it was leaking and causing secondary damage to the home. Per tech you were highly concerned that the leak would cause secondary damage. Tech attempted to acquire a new faucet to install and was unable to find a faucet that would cover the existing holes of the old faucet. When the tech could not complete the work, he offered you a full refund of the charges he had made and did not charge for any of the work he had performed up until that point. Roto Rooter does not hold any further responsibility for the matter. If you would like to discuss further, please email a time when you are available, and we will do our best to meet with you at that time.
  
  Thank you.
  
  Luis A. C******
  
  Sales & Plumbing Manager
  
  Roto-Rooter Services Company
  
  ******* Market - 125
  
  office: ###-###-#### Ext. *****
  
  
  From: ******** ***** <***********************>
  Sent: Tuesday, November 14, 2023 5:38 AM
  To: Cheryl M****
  Cc: Cameron R*** ; Luis C****** ; Justin ********
  Subject: Re: Damage from Tech follow up, Are there any updates?
  
  CAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  Hello,
  
  I received a message from Luis Cruspin after 4 on Friday but you closed at 5. I called back on Friday at 4:30 and Monday at 3:15 and left a message but have not received a call back.
  
  If possible please reply to this email so that I can get this matter resolved.
  
  Thank you.
  
  ******** *****-******
  
  On Friday, November 10, 2023 at 05:00:30 AM EST, ******** ***** <***********************> wrote:
  
  
  Thank you **** *****,
  
  It has been 7 days and I have not received a response. My bathtub is not in use since the plumber Pedro from your company cut a large hole on my tub, pipes and took the faucet and knobs off.
  
  My question is, Is this how your company does business. When there is a problem shouldn't it be handled immediately?
  
  ******** *****-******
  
  On Friday, November 3, 2023 at 10:36:26 AM EDT, Cheryl M**** wrote:
  
  
  Good morning, ********.
  
  Ive emailed management for follow-up.
  
  
  
  -Cheryl-
  
  
  
  
  
  From: ******** ***** <***********************>
  Sent: Thursday, November 2, 2023 6:33 PM
  To: Cheryl M****
  Subject: Re: Damage from Tech follow up, Are there any updates?
  
  
  
  CAUTION: This email originated from outside the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.
  
  Hello **** *****,
  
  
  
  I am inquiring about any updates of the damage from the technician pics that I sent on October 27th.
  
  
  
  ******** *****-******
  
  
  
  On Friday, October 27, 2023 at 03:42:42 PM EDT, ******** ***** <***********************> wrote:
  
  
  
  
  
  Hello,
  
  
  
  Please see the pics below including the quote from the next company. Note that
  
  this does not include the price to fix the hole in the tub that was done by Pedro the plumber with your company.
  
  
  
  ******** *****-******
  
  
  
  On Friday, October 27, 2023 at 03:29:58 PM EDT, Cheryl M**** wrote:
  
  
  
  
  
  Hello this is Cheryl
  
  
  
  Thank you ever so much..
  
  
  
  Cheryl M****
  
  Water Restoration/Plumbing Claims Coordinator
  
  Roto-Rooter Services Company
  
  ****** ****** **** ********* ******* ***** 
  
  Cheryl.M*************
  
  ******* Branch
  
  ###-###-####/###-###-####
  
  7:30am-4:30pm EST
  
  ******** 
  We Handle Water Mischief
  
  Plumbing, Drains, and Water Damage Cleanup
  
  

  Business Response

  Date: 11/21/2023

  09/25/2023 Customer requests service for tub leaking to
  below.
  10/02/2023 Customer requests service for leak under tub
  10/16/2023 Customer has a ticket placed in system for job in
  progress to install tub faucet.
  10/02/23 Tech stated he arrived at home and determined there
  was a leak coming from faulty leaking garden tub faucet.  Per tech faucet needed to be replaced.  The customer was advised by tech that the
  faucet needed to be replaced but was NOT accessible for replacement.  The current tub was a fiberglass tub with a
  front apron.  Adjacent side walls did not
  allow for proper access for tech to manipulate tools and materials through
  adjacent walls to properly connect new faucet. 
  Tech advised the customer that he had to make an access hole in tub
  front apron to replace faucet.  Per tech
  the customer requested repairs be made since the leak was causing secondary
  damage to the home and the customer wished to avoid additional expensive
  repairs to other parts of the home.  Tech
  cut access holes as requested. Tech capped off water pipes and removed
  faucet.  Per tech customer was pleased to
  avoid additional water leaking.  In the
  coming days tech attempted to acquire another faucet replacement and was unable
  to find another faucet replacement to cover the existing custom holes drilled
  in fiberglass garden tub for old faucet. 
  Tech advised the customer of his findings and offered a complete refund
  of charges to date which meant capping water lines to stop water leaking damage
  would be for free.  The customer agreed
  to the full refund and stated she would find another company to replace her
  faucet.  The customer later called
  stating that the second company stated tub should not have been cut and RRSC
  was responsible for complete tub and faucet replacement.  Customer was advised tub replacement was never
  part of original service and refund was provided since faucet was not replaced.  Customer advised that tech performed service
  at her request.  RRSC does not hold any responsibility
  for further repairs to customer’s home.

  Customer Answer

  Date: 11/21/2023

  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.
  

  When Pedro came to my house it was to replace a faucet in the tub.  My problem is that Pedro, Roto Rooter's plumber provided me with a quote for the job and after he cut a hole in my tub tells me that he needs a plumber with more experience to come and help him and he will need more money than what was quoted.  I believe that the company is at fault because they sent a plumber to my house with little to no experience and then he damaged my tub. Roto rooter is at fault and they need to provide better training to their employees. 

  
  Regards,
  
  
  
  ******** *****-******
  
  

  Business Response

  Date: 11/24/2023

  RRSC has well-trained technicians with access to vast information
  and resources to perform their duties. 
  The techs are always receiving continuation education.  Tech Pedro was sent out to perform Plumbing repairs
  to home.  Service request was specifically
  for “LEAK UNDER TUB/CUST HAS VID OF IT”. 
  For tech to stop leaking faucet and/or pipes, tech had to remove leaking
  parts that day and allow tech time to acquire a new faucet.  Access hole had to be made to access the area
  that was leaking.  Tech was unable to
  find an adequate faucet to replace custom holes made on tub where previous old leaking
  faucet was placed.  Tech advised customer
  of his findings regarding newly designed faucets which have smaller “footprint”
  escutcheons that would NOT cover the holes. 
  The customer was given the option of a refund and the customer accepted.  The customer stated she would find another
  company to replace the faucet.  The
  pricing never included the replacement or repair of the tub.  That was always an additional cost to the
  customer above and beyond what the customer was paying for a faucet.  RRSC has complied with customers’ wishes to
  stop leaking and did not charge for any services to stop leaking or replace faucets.  If the customer wishes an attempt to acquire
  and install a new garden tub faucet can be made at the originally quoted price, however the
  customer is still responsible for tub repair.

• Initial Complaint

  Date:11/14/2023

  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 Friday November 12, 2023 I contacted Rotor Rooter because I had a clogged drain in the bathroom. The plumber came out to my house. My granddaughter was home because I had to work. The technician called me on my job and before checking to see what was wrong he said that my main drain was clogged and he would have to remove some of the flooring to repair the pipe. I asked him what the charge would be. He said $822.00 I panicked and knew I had to have it taken care of.. I gave him my credit card information and he went over the limit without my permission. He never left no receipt but only snaked the bathroom. I contacted Rotor Rooter and they said that's what they charge. I told them that no flooring was removed and no pipe was fixed. They would not supply me a detailed receipt. I don't understand how I was quoted a price for a job that wasn't done. This is so unfair to use a drain snake for a high price and service that was less than 45 minutes. I was told that they would try to get receipt. $822.00 is too expensive just to have a drain snaked. I feel that I was ripped off.

  Business Response

  Date: 11/14/2023

  We have attached a copy of the invoice that was left for the customer. The technician explained that he would have to pull the toilet from the floor and snake the pipe from there. Our technician has an accent so she may have misheard that he had to pull up her floor to complete the work. The price given of $822 is our standard price for pulling a toilet and clearing the drain line from there. That price does not change regardless of the time the job takes to complete. The customer stated when she called in that our technician was on site for 15 minutes. In the complaint she states he was there for 45 minutes. Our technician was on site from 10:45AM until 12:44PM. The price stayed the same however as we do not charge an hourly rate. The customer agreed to the price with our technician and he completed the work. We cannot be held responsible if the amount agreed upon was not approved on the credit card when we charge for our service. As shown by the file provided, the technician attempted to charge the card for $822 and not any larger amount. Roto-Rooter is prepared to apply a web coupon of $75 for the customer that is generally supposed to be presented at time of service.

  Customer Answer

  Date: 11/29/2023

  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.

   

  As I originally complained about the cost of service rendered from Roto-Rooter. I never brought up a complaint about the techs accent. I understood him very well. I work with different accents everyday. y complaint is that I feel that I was overcharged for the service that I received. I was not satisfied at all. The technician made it seem like I had a serious plumbing problem because he needed to pull up some of the floor and replace a portion of the stack. He said it would be 3 to 4 hours to repair. This is the only reason that I agreed to this amount ($822). I was not given this total until the technician came out. The only service that was done is that he only removed the toilet and snaked the drain. I know that I will not be getting anything back from this. I will not recommend Roto-Rooter for their services. I still feel like I had poor services and was overly charged.
  

  Regards,
  

  
  
  ***** ******
  
  

  Business Response

  Date: 11/29/2023

  We are sorry that the customer feels as though the service provided was not what she thought it would be. The customer needed her drain to be cleared, and the drain was cleared. The price charged was our standard price for the service performed.

• Initial Complaint

  Date:11/12/2023

  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 came down and promised me that they would only do mitigation work that was covered by my insurance company. Denis read my insurance policy and promised me the work he would do would be covered by insurance. He said he filed 6000 insurance claims just like mine. So I could definitely trust him. They never told me anything about me being responsible for any payment in regards to the mitigation. They gave me an iPad to sign and I was told I was signing documents in regards to me paying for them to replace my sewer line, but apparently they were using my signature to have me sign documents that stated I would be responsible for payment for the mitigation work if insurance didn't cover it. They tricked me by saying I was signing papers about payment for my sewer line but they were actually having me sign for the mitigation work. I paid in full for the sewer line, (9850) as I agreed to. Denis said the mitigation job would be between 3 to 4 thousand dollars, he also said that they would clean out all the debris from my crawlspace but they just sprayed microbial in it. He then charged my insurance 15,600 for a job he said would cost 3 to 4 thousand. My insurance paid 3 thousand as they said that was the fair price for the work done. Now roto rooter won't answer phone calls or emails. And they just sent me a letter saying if I don't pay 12,568 within 7 days they will put a lien on my property. They still will not answer any of my emails or allow me to talk to their supervisor. I was completely defrauded by both Denis and Billy at roto rooter .

  Business Response

  Date: 11/13/2023

  Communication has been consistent with the customer and insurance carrier. All services performed that were in question by the carrier and or customer have been addressed via e-mail as well as by phone. Roto Rooter has sent over a settlement offer to both parties to bring the account current. 

  Customer Answer

  Date: 11/13/2023

  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: 11/14/2023

  Roto Rooter has consistently ignored my phone calls, text messages and emails where I requested to speak with Denis and his supervisor. They have not consistently communicated with my insurance carrier either and didn't reach any settlement with me. They never even spoke with me or emailed me anything about a settlement. 

  Business Response

  Date: 11/14/2023

  Settlement amount was sent and communication was had via e-mail and phone with customer and carrier. Our intent is to settle the account and have it closed in good standing. 

  Customer Answer

  Date: 11/17/2023

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

• Initial Complaint

  Date:11/08/2023

  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 called the company for a washer drain overflow, they came out , tried to open with snake, it got the drain open temporary, they then ran a camera, said the line had a restriction. Original quote to fix this was $6650.. It blossomed into $14700. , for a washer drain! They replaced the main stack , the washer drain and about 8 feet of the main drain. They work required going it the garage area.. The work started on 11/02/20323. Completed on 11/04/2023, when they demanded total amount to be paid. This just about wiped out Savings, had to get a loan to pay . I feel that this was overpriced and overblown since the main drain was not where the problem was.

  Business Response

  Date: 11/13/2023

  Roto Rooter came to the home and located the original issue. We discussed the issue and pricing with the customer prior to any work being done. A contract was then drafted and signed by the customer to complete the work. While performing the work that was agreed upon, the cast iron pipe was in worse condition and had to be replaced. We then went back to the customer and explained the new issues. The customer agreed upon the new price and signed the new contract for us to continue with the work. The project was completed, and final payment was collected on the final day per the agreed contract.

  Customer Answer

  Date: 11/13/2023

  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: 11/13/2023

  I am not satisfied with the answer from the company, they went too far to correct a small problem , resulting in additional cost that were excessive.  The original quote was for $6650.00 . I was told they would revisit the job after the original excavation and consult with me before any extra work.  This did not happen! !  I think a reduction in cost should be considered.

  Business Response

  Date: 11/13/2023

  Roto Rooter came to the home and located the original issue. We discussed the issue and pricing with the customer prior to any work being done. A contract was then drafted and signed by the customer to complete the work. While performing the work that was agreed upon, the cast iron pipe was in worse condition and had to be replaced. We then went back to the customer and explained the new issues. The customer agreed upon the new price and signed the new contract for us to continue with the work. The project was completed, and final payment was collected on the final day per the agreed contract.

• Initial Complaint

  Date:11/08/2023

  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 called about getting a sump pump. They came out and gave me a price, signed contract and were suppose to come on Halloween to install. They didn’t show up due to a communication error/lack of response. Main office called and said new crew would be sent out. 1 guy came and said he wasn’t given proper info because it takes a crew to install. Main office said 1st employee messed up. Supervisor came out to look at job, new contact, takes deposit for half, gives new work date for the following week. Same supervisor calls 6:30 Pm night before the job and says his supervisor says he also messed up with the price and booking and the job will now cost almost 3 times the signed contract or they won’t do it because a specific part in the basement will need to be installed. I knew this wasn’t the case as we had 3 other bids. He said let me come out and see. Didn’t come into the house. He stood outside looking at the gutters and said yeah you don’t have the part in the basement so it’s going to be $11k-12k atleast vs the signed cintract for $3.8K so we can’t do it and tried to leave. When asked about the deposit no clear answer other than I’ll void the deposit check or if it’s too late we will send a check when we can. Refused to put the “missing” piece or explanation for increase or even a new contract for the increased price in writing. We had to move appointments and stay home multiple days and now have to hire someone else while they still have almost $2k “deposit” with no return date.

  Business Response

  Date: 11/08/2023

  The branch reached out to the customer by phone and email. She is understandably upset about the poor communication and delays from the excavation department/local branch. The license holder of the branch believes additional work is required for the job to be to local code. The customer disagrees based on similar work done by her neighbors. We want to resolve this issue for the customer and are being as transparent as possible. We apologize for the confusion and are willing to refund her deposit or complete the work to code at a discounted rate.

  Customer Answer

  Date: 11/09/2023

  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.

  i recieved a call from their HQ. They called and hung up when I answered. I then recieved a email moments later which was full of errors and did not represent what had happened at all. I then recieved a call from the supervisor that supposedly fixed this the first time they sent someone they say wasn’t properly trained (their employee) and looked everything over, took pictures and signed the 2nd cintract along with taking the deposit. So the workers and supervisor all don’t know how to do their job … but the same supervisor came out again? They showed up and regurgitated the same information, handed my father the deposit check and hastily left once again. (I was in another room as I have a spinal injury and can not do the stairs) They offered to do the work over the phone for 8 or 9kthe other night .. maybe.. possibly but doubted they could reduce the price at all when we had a written estimate from another company for 6.9k that was inclusive but now booked out and refused to put anything in writing in regards to this incident or any “”offers”” stating that it still may end up costing more. It was utterly ridiculous. THATS a no show, and several days over more than 2 WEEKS I  could not be at another construction site because I was dealing with them. Tosssing a deposit check (which has the contract number written on it) and running away doesn’t address the shady predatory practices, lies , delays or waste of my time. 
  Regards,
  
  
  
  ******* *******
  
  

• Initial Complaint

  Date:11/07/2023

  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.

  They charged me 1500 to clean out one pipe because they said I'm a landlord. I explained that I'm in the hospital and I have people in my house until I get out. They said they didn't care and they charge extra because I am a real estate investor. I think this whole thing is unconscionable seeing as it's involves one house and it'll be my address once I get out of the hospital

  Business Response

  Date: 11/09/2023

  On 10/21/2023 Roto-Rooter was dispatched to this property due
  to improper drainage in the bathroom. This was not a “simple” line clearing through
  the overflow or p-trap. Rather, the only access to properly clear these lines
  was via the drum trap. This service took over 4hrs to complete because of the
  delicacy needed to avoid damaging the fragile drum trap so it would not need to
  be replaced as recommended.  
  
  While rental properties are considered commercial properties
  with commercial billing, in this instance, the customer was not charged
  according to our commercial rate. He was actually even charged less than our
  standard residential rate. Our commercial rate is $428/hr. Our residential rate
  is $389/hr. For his 4hr service the labor rate would be $1,712.00 if billed as
  a commercial property or $1,556.00 if billed as a residential property. This
  customer was billed $1,410.90 in labor, a difference of $145.10 residentially
  or $301.10 commercially. Please see attached contract for service.
  
  Unfortunately, Roto-Rooter is unable to offer any price
  adjustment on the labor costs of this service as a discount was already given reducing
  the labor rate to below the residential rate. However, as a courtesy to our
  customer, we have issued a refund of the $81.00 paid for our drain care product
  and consider this complaint resolved. Refund receipt included in this response.

  Customer Answer

  Date: 11/10/2023

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

  I would really like to talk to someone to explain the situation..   i never agreed to their ridiculous rate for the repair.  I would have called my plumber.  The tenant cannot authorize a repair.
  

  
  

   

  Business Response

  Date: 11/10/2023

  Roto-Rooter representative spoke with *** ********* on
  11/7/2023 regarding this concern. Roto-Rooter pricing and written authorization
  for services to be performed were discussed in great detail.
  
  Service providers have no ability to verify ownership of the
  property. If the landlord is not present for service, their tenant is deemed
  their responsible party. In this case, tenants *** * **** ***** called for
  service and were in communication with their landlord throughout the entirety service.
  Roto-Rooter technician also got verbal authorization directly from landlord *** ********* and written authorization from tenants *** * **** ***** in his
  absence to perform service. Further, the tenants called *** ********* upon
  completion of service to remit final payment over the phone. Despite his
  claims, *** ********* was involved with every step of service, including
  authorization and payment.
  
  Unfortunately, Roto-Rooter is unable to offer any additional
  price adjustment on the labor costs of this service as a discount was already given
  reducing the labor rate to below the residential rate. However, as a courtesy
  to our customer, we have issued a refund of the $81.00 paid for our drain care
  product. For these reasons we consider this complaint resolved. 

  Customer Answer

  Date: 11/10/2023

  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.
  In their own they contradict themselves saying that they knew it was a tenant but the tenant authorized the work but they called me to get authorization. How can this be? When they called me the man said he had already started the work and never told me an estimate or anything else. I never authorized this work and according to my tenant neither did they or at least they were not told correct information. If your person did not know they were a tenant then why would he call me as the landlord? Their responses are so full of lies that it's hard to even make sense of them.

  The bottom line is if the repairman had given me a quote anywhere near $1,500 I would have rejected it and said I'll call a plumber. I have enough experience that I would never have accepted your hourly charge. I don't know how I can say this any stronger but the repairman is covering up for himself.

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

  Business Response

  Date: 11/11/2023

  RRSC position has been clearly explained to this customer.  The relevant documents have been uploaded.  There are no additional details to provide.

  Customer Answer

  Date: 11/13/2023

  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.

  I hope they get a black mark from this experience. They contradict themselves if my tenant could authorize the repair why did they call me? Why did they tell me they already started the repair? Why did they not tell me the rate? They are just pathetic and I will never accept $81 as Fair compensation

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

• Initial Complaint

  Date:11/05/2023

  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.

  Had Roto Rooter install Hot water tank. Was told they had to install expansion tank too. Already had new tank bought and on site. After they got done with the job we paid them $1,220.81
  **** told me to call if we had any issues. They are supposed to be 24/7 365. We had issues right away when we ran the hot water. The pro press fitting on the hot water outlet pipe above tank was leaking. The first dispatcher I got said they would be sending **** back to fix it. When he didn’t show I called and was told they are not able to come back out till the next day… meanwhile the laundry room is getting wet again. I asked if I should shut the tank off and let the pressure out in the meantime. They didn’t have any answers. Told me they would call my tech and have him call me. He never called. When I called back yet again It rang played hold music and hung up… I called again and got another dispatcher. They told me they would be out in 2hrs or less…. Then they never showed or called back AGAIN! I called and was told they are too busy and it would be 8am-10am tomorrow before they show up. How is this 24/7 service? How is it okay to do a job take a check and then not fix your mistakes? I am losing money and sleep over this hot water tank nightmare. I work nights and had to call off because of this and the stress too. I’m highly disappointed with the lack of communication/miscommunications as well as the lack of responsibility for the situation and craftsmanship. This is not how I imagined this would transpire. I feel for the time lost and amount paid this job should have been done correctly if not fixed promptly.

  Business Response

  Date: 11/06/2023

  We were unable to provide service the same evening. We did go out 1st thing the next morning. We have been attempting to reach the customer to ensure they are satisfied.

   

• Initial Complaint

  Date:10/31/2023

  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.

  Roto Rooter came out to unstop toilet. After unstopping I was sucking up water with Shop Vacuum. One of the workers said I had already paid them to do this. Then Brian wanted to start demo I told him I was waiting on insurance company. Two days later he called about the insurance I told him I hadn’t heard from them and that he could pick up equipment.He stated he would pick up Friday. He didn’t pick it up I called the office on Monday to have them pick up equipment. I stated I had not received bid for demo, replaced of sewer line and camera footage. I told her I needed someone to come out to see the work they had done she said someone would call in an hour. I called back this morning and talked with the same lady. She had given the message and would go back and to see if he was there before transferring. I was transferred and it went to recording. Chris called back four hours later. I told him I wanted a detailed bill for the 4 thousand plus dollars. He told me what they did in the bathroom.I stated the bathroom is 5X5. He said they also power washed three other rooms. I took him that why I wanted a supervisor to come out because what they’re billing me for didn’t occur. He stated he had the pictures I told him to bring pictures and see what was actually done. He said once I received the information he would set up an appointment. I told him the bottom of the bathroom door wasn’t done and dried up sewage was coming off the door when opening and closing. He again stated once I received information that he would setup appointment. At no time did they say it was an additional cost to do work that was done. The area that was sucked up was a 5X5 bathroom and hall from back door approximately 15ft. And hallway leading to front steps apex 3ft.

  Business Response

  Date: 11/01/2023

  I spoke to the customer on 10/31 and emailed and mailed his invoice and the mitigation package as requested. I told him that once he received the packet and reviewed it we could set up a time to go over them. I explained that our packet had his signed estimate of the work that would be performed, however, when we arrived the customer would only allow us to do initial extraction and cleaning since he had not heard from his insurance company. I explained that we only billed him for the work that was done and nothing more and that the initial estimate included quite a bit more than what was done since he would not allow us to remove anything. We cleaned and left equipment on 10/10/23 waiting for the go ahead from him and his insurance company, we ended up picking up the equipment on 10/19/23 since we had not been given any approval to move forward.