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

  1130 140th Ave NE Suite 305 Bellevue, WA 98005

• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

• 

  Roto-Rooter

  1691 Town Center St Aurora, IL 60504

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:04/24/2025

  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.

  Subject: Formal Complaint Against Roto-Rooter Regarding Payment Dispute
  
  Dear Better Business Bureau,
  
  I am filing a formal complaint against Roto-Rooter regarding a disputed payment request for services provided at my home for a sewage spill. When Roto-Rooter’s team arrived, I explicitly asked whether I would be responsible for any out-of-pocket costs. I was assured by their representatives, in the presence of witnesses, that I would not have to pay and that Roto-Rooter would seek payment directly from my homeowner’s insurance.
  
  During the service, my insurance company informed me that I was not covered. At that point, I instructed the Roto-Rooter team to stop the work and turn off the machines. However, their representatives again assured me that I should not stop the service because Roto-Rooter would be able to collect payment from my insurance company. Based on these repeated assurances, I allowed the work to continue.
  
  Despite this, I have now been informed that my insurance has denied the claim, and Roto-Rooter is seeking payment from me personally. Given the clear verbal agreement made at the time of service, I do not believe I should be held liable for this payment.
  
  I request that the Better Business Bureau review this matter and assist in resolving the dispute. I am prepared to provide witness statements confirming what was communicated to me before and during the service. I would appreciate any guidance or mediation that the BBB can provide to ensure that Roto-Rooter honors the assurances made by its representatives.
  
  Please provide a response within a reasonable timeframe regarding any next steps or actions I should take.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ********* * ********

  Business Response

  Date: 04/29/2025

  At no time was the customer told that they would have no out of pocket expenses as it says multiple times in the contract that the customer is responsible for payment if it is not covered by the insurance and additionally the customer is always responsible for the deductible for the claim.

  Customer Answer

  Date: 04/29/2025

  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 was repeatedly assured—multiple times and in front of witnesses—that I would not have to pay anything out of pocket, even after I informed your team that my insurance company would not cover the costs. Despite my clear communication, unnecessary work was performed in my home. Walls were torn down that did not need to be removed.
  
  At one point, I was forced to stop the work myself by turning off your equipment. I also spoke directly with a representative—whose name I have recorded—on the phone, making it clear for the third or fourth time that the insurance company would not be paying for this. I was told, once again, that your company would pursue the insurance provider directly.
  
  I want to emphasize that I am disabled, and I feel that your company took significant advantage of my situation. As for a contract, the only document I was given to sign was a paper from one of your workers Stating it was for them to get paid through the insurance company and he never let me see the paper.And I have no documentation even from your company doing any type of work in my home at a time when I was already in distress due to raw sewage on my floor. 
  

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

  Business Response

  Date: 05/02/2025

  At no time was the customer told that insurance would pay for the service as we are not licensed insurance agents nor do we look at insurance policies to try and attempt to determine coverage.  We do everything to the standard for Water and Sewer clean up, document everything we do via date/time stamped photos and complete a scope of work and then use Xactimate (program that sets line-item standard pricing) to determine the price.  The customer signed multiple documents that states the customer understands that if insurance does not cover the loss that the customers is responsible for payment OR if the insurance only covers part of the bill then the customer is responsible for the remaining balance.  I am sorry that the insurance company denied the claim but we did provide a service and deserve to be paid.  I would like to offer a 10% discount to else ease the customers pain. 

  Customer Answer

  Date: 05/07/2025

  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 am writing to formally express my frustration and disappointment regarding the services performed at my home. On multiple occasions, different workers from your company assured me—publicly and in front of witnesses—that they would pursue payment through my insurance company. I made it clear to your workers that the insurance company had already informed me they would not cover the costs. Despite this, your team proceeded with the work.

  
  I have photographic evidence of the work performed, much of which was unnecessary. Additionally, one of your workers stated he would create duplicate photos for the insurance company to show more damages than actually existed. The only issue was with a specific part of the floor; the rest of the work was unwarranted. It feels as though your company took advantage of me in this situation.
  
  Furthermore, another representative was sent to my home without my consent to do additional work, which I rejected because I no longer trusted the process. You also claimed that I signed multiple documents. If that is true, where are these documents? I was never provided with any copies for my records.
  
  The service your company provided was not only unnecessary but also unethical. I feel that I was taken advantage of, especially as a disabled individual supporting a family. This experience has caused me and my family significant stress and hardship. I am extremely disappointed and do not appreciate the misinformation, deceit, and pain this situation has caused us. 
  
  I expect this matter to be addressed promptly.
  Regards,
  
  
  
  ********* ********
  
  

  Business Response

  Date: 05/08/2025

  The local branch is not able to assist with this customers issue.  The customer has stated she is not paying the bill that was authorized by her and has various claims that she has stated she will be handling via legal council.  Unfortunately this is out of the local branches hands and has been turned over to our legal and collections dept.  We would be happy to help in any way that that we can however we are not allowed to discuss the issue with the customer any further per instruction.  It is our hope that the customer is able to resolve the issue, we have provided the photos and signed documents to the customer however the customer has stated that she has other information that contradicts this provided paperwork.  If we are able to help in any other way we would be happy to do so.  

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The plumber came to our home on July 3, 2024, replaced the spigot, and recommended a shut-off valve for the pipe and added a shut-off valve along with the coil pipe. By January of 2025, we noticed a leak coming from our basement ceiling, and my husband noticed the pipe had busted that Rotor Rooter replaced it with a shut-off valve for $799.
  
  We contacted Rotor Rooterm in January of 2025, due to the pipe bust, where the pipe was replaced with a shut-off valve by Rotor Rooter, and they wanted to charge us, stating the 3-month warranty had expired. The sent the same plumber and he replaced the pipe again tried to blame us and Roter Rooter did not charge us.
  
  April 22, 2025, my husband goes into the basement to turn on the shut-off valve, and water burst out again. We contacted Rotor Rooter, and they came to our home and tried to charge us once again to replace the pipe that they claim burst. This is the work that they have done 2 times, and now they need to do it a third time. We NEVER had any issue with our pipes since the first visit from Roter Rooter to replace the spigot, and the plumber recommended we get a shut-off valve. Why is this company treating us this way and trying to continue to charge us for the terrible service they are providing us, and the lack of quality workmanship? We want our issue resolved immediately, and we want our water to be utilized without a leak. The customer service manager hung up on me when I asked, "Is it because we are black and live on the **** **** of *******?" The manager then called the plumber and demanded that he leave our home. The plumber left, and we now have a bursted pipe and can't run the water outside.
  
  
  1. Plumbing Service 7.3.2024 Ticket #******** Charge $799
  2. Plumbing Service Complaint ********
  3. Plumbing Service ********
  4. Plumbing Service complaint 4.22.2024 (no ticket number given)

  Business Response

  Date: 04/25/2025

  Spoke with the customer, and offered to replace work that we had done, free of cost, but she informed me that they had another company come do the work. Requesting pictures of our "faulty work," and the invoice for the other company for reimbursement.

  Customer Answer

  Date: 04/25/2025

  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.

  
  

  
  

  (Bill (Manager) contacted me on 4/24/2025 regarding the issue and then again on 4/25/2025. Bill wanted to have another Roto Rooter plumber come to our home after the plumber that was at our home on 4/22/2025 and ordered to leave by the customer service manager that hung up in my face (which the plumber left my husband outside at the faulty spidget.) This was the 3rd plumber at our home for the same issue and we want our $799.00 back. My husband got another plumber to complete the work. (Bill) the Roto Rooter Manager stated at 11:27 am "I am not sure how you all paid the original amount. I stated..."I think by credit card. Bill (Roto Rooter Manager) stated..."It may be expired and I would have to check and give you a call back. I stated...My husband called another plumber on the same day the Roto Rooter plumber was ordered to leave our home (by the Roto Rooter Manager) and left my husband outside at the spidget. The plumber came to our home on the next day which was Wednesday, 4/23/2025 and found the issue. The issue was the original spidget that was installed by Roto Rooter was stripped. We kept the faulty Roto Rooter part. Please see in the upload? After the phone call today 4/25/2025 at 4:29 pm I thought Bill was calling about our refund for Roto Rooter since he mentioned earlier in the day about checking on the card we used and how the monies would be refunded. Bill asked again... I am going to see if we can get another Roto Rooter Plumber out to your home. I once again informed Bill (Manager) what we accomplished by getting another plumber and our water outside was running just fine and that we would like a full refund from Roto Rooter. Bill (Manager) offered us 1. We can have another plumber from Roto Rooter come and complete the work at no charge. I informed Bill (Manager) That we had another plumber come. Bill asked..."how much did he charge?" I stated...$400 for the labor and we also paid for the parts. Bill stated well we can pay for the $400 and the cost of the parts from the plumber you had complete the work. Just send me the receipts and plumber information. I stated to Bill (Manager) We want our $799 from Roto Rooter for the lackluster plumbing work and we did not want a 4th plumber in our home from Roto Rooter and were tired of not having our water running on the outside of our home due to the inability of Roto Rooter to install the spidget, pipe and shut off valve properly. Bill told me he would have to talk to someone at Roto Rooter higher up for the full refund. Then Bill (Roto Rooter Manager) stated...I am looking at the complaint from the BBB and when we talked earlier I did not have this information. I stated "All we want is our $799 back from Roto Rooter." Bill (Roto Rooter Manager) stated...I will have to call you back about this. This has to go higher up for a full refund. I don't know why when this manager called earlier he said he had to check how we originally paid and that the card may be expired. Now he is saying he wants to pay for labor and parts from the new plumber and the plumber information and receipt. Why can't we get our money back from a company that did not do our work properly and has been in our home 3 times in less than a year for the same original work. WE WANT A FULL REFUND. 
  
  
  
  
  Regards,
  
  
  
  ****** *** **** ****
  
  

  Business Response

  Date: 04/30/2025

  We will refund the cost to the customer. Refund being processed and will come through on the customers end in a few days 

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *** **** ****
  

• Initial Complaint

  Date:04/21/2025

  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.

  MARK, THE PERSON WHO SHOWED UP AT MY PROPERTY , INSTALLED THE HOT WATER TANKLESS GAS HEATER TO THE INCORRECT APARTMENT, DID NOT INCLUDE THE POWER CORD TO POWER UP THE UNIT, LEFT THE GAS LEAKING DANGEROUSLY NOT CAPPED OFF, LEFT THE THERMOSTATE NOT WEATHERIZED, POSITIONED THE UNIT IN THE WRONG APARTMENT SO NO HOT WATER WAS AVAILABLE, DID NOT INCLUDE THE NEEDED POWER CORD , SYSTEM WOULD NOT POWER ON , AND WAS HOOKED UP THE THE INCORRECT APARTMENT, HE QUOTED ME A PRICE OF 275 AND CHARGED MY DEBIT CARD WITH $823.40 , WHICH IS FOUR TIMES WHAT IT SHOULD BE AND CLAIMED HE HAD DONE THE JOB BUT HE DID NOTHING CORRECTLY, i POLITELY REQUESTED THAT HE SEND ME A COPY OF THE INVOICE TO MY EMAIL AND HE NEVER DID . I CALLED HIM SEVERAL TIMES REQUESTING A COPY AND HE HUNG UP ON ME. I CALLED HIS COMPANY AND ASKED THAT HE COME BACK AND DO THE JOB CORRECTLY, THEY SENT A SPANISH SPEAKING MAN NAMED ROBERTO WHO WAS EXTREMELY RUDE AND DISRESPECTFUL AND GOT ON THE PHONE WITH ME PRETENDING THAT HE COULD NOT HEAR ME ON THE PHONE , THEN HE DEMANDED MY DEBIT CARD INFORMATION AND SCREAMED AT ME REPEATEDLY. I CALLED THE COMPANY, ROOTER ROOTER AND THEY SAID THEY COULD NBOT SEND MARK BACK OUT UNTIL 10;00AM THE NEXT MORNING, MARK NEVER SHOWED UP, I CALLED TO COMPLAIN, AND I WAS TO;LD HE WOULD COME THE FOLLOWING MORNING AS AN EMERGENCY, HE NEVER SHOWED UP THE NEXT DAY, THE COMPANY IS FAMOUS FOR UNSCRUPOLOUS UNPROFESSIONAL TREATMENT OF ELDERLY WOMEN CUSTOMERS, I AM REPORTING THIS AND I HAVE MADE A COMPLAINT TO THE ********* ATTORNEY GENERAL. I HAVE REPORTED THIS FRAUD TO MY CAPITAL ONE ACCOUNT DISPUTE DEPARTMENT , I DEMAND A REFUND.

  Business Response

  Date: 04/21/2025

  full refund issued

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired Roto Rooter when our sump pump stopped working. They replaced it, but we continued to have issues. After 3 follow up visits, and more money spent on a back up battery that was not needed, they figured out our laundry system was connected to where the sump pump was hooked up and they told us that a sump pump was not supposed to have laundry water run through it. Instead of looking for a fix, they voided our warranty. They did not look at our system or ask any questions when the sump pump was originally installed, and took zero responsibility when they discovered the issue. Another plumbing company took care of our issue and installed the correct equipment, a Grinder Pump. I called Roto Rooter's customer service 3 times and they always had me leave a message for their Manager and no one has gotten back to me when i have left my contact information for them. I wanted to give them the chance to remedy this in some way, but since they refuse to get back to me, we are coming here. They did the incorrect work and we spent a lot of money on it. We are incredibly disappointed with their lack of professionalism and responsibility. Thank you for taking the time to read this.

  Business Response

  Date: 04/23/2025

  Spoke with customer and explained to them that we could not warranty the sump pump due to improper plumber of laundry line.  this is a code requirement from local municipality   we did warranty the first pump when we should not have.  there is nothing else we can do unless we can give price to bring plumbing up to code.  

  Customer Answer

  Date: 04/23/2025

  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 did reach out to Roto Router on 3 occasions to make an attempt to remedy this situation, I always had to leave a voicemail with my contact information and they never called me back. They did warranty the pump they installed, and understandably took the warranty away. We aren’t worried about the warranty. They installed equipment that should not have been installed in the first place, and only offered a service that required more money out of our pocket. Their oversight was the mistake we are seeking a refund for.
  
  
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 04/26/2025

  Spoke with customer and explained to them that we could not warranty the sump pump due to improper plumber of laundry line. this is a code requirement from local municipality we did warranty the first pump when we should not have. there is nothing else we can do unless we can give price to bring plumbing up to code.

  Customer Answer

  Date: 05/02/2025

  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 did reach out to Roto Router on 3 occasions to make an attempt to remedy this situation, I always had to leave a voicemail with my contact information and they never called me back. They did warranty the pump they installed, and understandably took the warranty away. We aren’t worried about the warranty. They installed equipment that should not have been installed in the first place, and only offered a service that required more money out of our pocket. Their oversight was the mistake we are seeking a refund for.
  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 05/07/2025

  Spoke with customer and explained to them that we could not warranty the sump pump due to improper plumber of laundry line.  this is a code requirement from local municipality   we did warranty the first pump when we should not have.  there is nothing else we can do unless we can give price to bring plumbing up to code.  

  Customer Answer

  Date: 05/08/2025

  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 

   

  We have given the details of our situation, they charged us for equipment that was not meant for our system and then wanted us to pay them more money for the actual fix. They refused to speak with us when we were hoping for some sort of refund or resolution. I understand they offered to fix our problem, but so much time and money was spent due their original oversight. Their plumbers messed up and the company is not taking responsibility for it.

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

  Business Response

  Date: 05/08/2025

  Roto Rooter will respond with a 500.00 offer to close this complaint and that will be our final offer.  We stand behind what we have said to this point.

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ******* ******
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently had water mitigation done by your Roto-Rooter company in ******. I am beyond dissatisfied. Let me take you through my experience.
  
  My sewers were blocked on Friday December 20. Normally my husband and I are empty nesters but two daughters were staying with me Friday as there had been a death in the family and the fimeral was on Saturday. We needed plumbing working. Also Christmas was a short time away and more family would be staying with
  me for the holidays. We needed the drain cleared. I called Roto-Rooter who was able to come out quickly. On opening the pipe, sewage backed up into the basement.
  
  More people arrived from Water Mitigation. They went downstairs where my husband had been seeing the events. Amber and a co-worker came upstairs and said “Your husband wants us to talk to you.” They asked about insurance and offered to help get a claim started. 1 assumed John, my husband wanted work to be done. (He did not) So I was asked if I wanted them to do the work. I signed to begin the work and paid $500 to initiate. When I needed to sign that I would pay for the work, I noted that they had not given me a price. The answer seemed reasonable that they could not give me a price until the damage was assessed and stupidly I did sign. I trusted your brand name and assumed your charges would be fair. Big mistake.
  
  On Sunday when I checked my email I saw the agreement and finally numbers were attached $12,000-$ 17,000. The final bill was $7,900.00.(So is it a scam to put in high numbers so that the homeowner is relieved at the final bill?) My insurance covered $2,045.75. My deductible was $1500. So I paid $3,045.75($500 had already been
  paid, so a total of $3,545.75.) and called my insurance to find out why the payment was so low. I was either being over charged by RR or under paid by *********. I also tried to contact Roto-Rooter 3x to their billing department and no one answered the phone. I later heard the person I was trying to reach had been out sick. On
  Febuaiy 18 I received a letter in the mail telling me that a lien was going to be placed on my house unless I paid in full. The letter was dated Feb 11 and I had 5 days to respond. The letter was not posted until Feb 14 and not received until thel8. Your staff was sympathetic to my plight when they heard how little ********* paid on the claim. I did not appreciate being threatened by a lien, without a conversation as to why I had paid less. I would guess most people would have trouble coming up with an additional $4000 in a short time.
  
  So I finally heard back from insurance. They said they will contact RR to explain their denial of payment. Your office sent an email with the list of disagreements and later with their responses to the claims. RR proceeded to say all their claims were justified but one and the bill would stand. At this point, I wondered why, as the customer, I had never received a detailed bill of what I was being charged. I only received a final bill with the bottom line. I am not the expert, just in the middle.
  
  I asked to speak to a supervisor of my insurance adjuster. These were his reasons for their lack of payment. I do not have exact dollars for specific charges but I tend to agree with insurance.
  
  ********* only pays for .5 hours for checking equipment. My guess is that most visits were about 20 minutes when they were checking. RR charges a 2 hour fee for that time. They justify the charge by saying it is allowed because sometimes men must travel to check the equipment. Also they did not say that our service man traveled
  from hours away, just that they can and will charge for longer times. They never bothered tracking to see where our man came from. I know of no other service calls that make me pay for the travel time to my house.
  
  Another charge that should have been deleted was $200 service charge for showing up. In case no service was needed, the charge would have been left because the company responded to my call and then there was no work
  to do. In my case you came and there was work.
  
  Insurance said I was charged for spreading antimicrobial and then steaming it off. This is one machine that does both tasks in one sweep but was double charged.
  
  An air scrubber was part of the equipment placed in my house. This was to insure that the air was cleaned of contaniments. Good idea. It was there for all nine days. Once the area was cleaned of the sewage and the microbial appplied there should be no more need to scrub the air. It was there for 9 days with fans blowing.
  
  Fans were blowing at the same time the air scrubber was active. If there was a risk of pollutants in the air why would you be blowing them around the room?
  
  There are questions about the humidity levels. According to industry standards it should only take 2-4 days for concrete to dry. Insurance claims the numbers for a concrete floor are not expected to be as dry as the air or wood and that equipment was left longer than needed. The adjuster also said the records showed levels falling and rising. If your equipment was working properly it should have been going down. Your staff said homeowners using the space may make numbers rise and fall, but we did not use that space during the time equipment was there. Usually humidity levels are low in the winter. We run dehumidifiers in the summer months but never in winter. So was your equipment not running efficiently?
  
  Also the square footage for cleaning I believe is exaggerated, (see drawing) The sewage cap is in the far right comer of the room about 4.5 feet up from the floor. A table with old equipment was moved to the side to open the cap. If sewage sprays up, as well as down, and sprayed at least 12 feet out, I would get the affected area to be about 12 x 12 at 144 square ft. The linoleum area is covered with excess stuff that was never moved for cleaning, (no sewage seen) This is why I am limiting the spray to 12 ft. Also things on the table and desk did not have sewage, but some may have gone underneath. Your estimates were 300 SF for floors and 478 SF for walls. See diagram enclosed.
  
  There was very little explanation from you about what was being done and how long it would take. We mostly tried to stay out of the way. It was reported that John (husband) refused additional fans which he does not recall.There were fans blowing continuously. He did ask when equipment would be gone, as he felt it was no longer needed about 3 days prior to removal. No numbers were ever shared or explanation as to why equipment was needed. Communication of updates as to why RR felt it was necessary to continue with equipment never happened.
  
  We had trusted your company to take care of the job that needed to be done. While I feel any harmful bacteria is gone, I didn’t realize how you were padding the bill at my expense. In closing as a customer I feel your business model is deceptive. Estimating the job way over what was finally charged is deliberately done to make me accept the overcharging later. No parameters were set for us to understand the progress and no input was taken from us as homeowners. No breakdown of what would be charged over time was ever given. We were given an over-the -top estimate in the beginning and a final bill. Not until I asked for a breakdown of the bill at the time of payment were things itemized and even then charges were not listed with work done. I believe you need to review your billing practices. I also believe a partial refund is owed to me.
  
  See Attached

  Business Response

  Date: 04/21/2025

  We are in direct contact with *** ******* to establish a fair resolution to her concerns.  At her request she wanted to wait for the weekend to pass to see if our proposal was acceptable.  We should have this resolved no later than tomorrow  

  Customer Answer

  Date: 05/07/2025

  Per phone call @11:45am from the consumer stated that they would like to accept the offer 

  of $1000.00 refund. Can you provide when the consumer will except the refund offer, along with the method of payment the consumer will receive it? 

  Thank you

  Business Response

  Date: 05/07/2025

  This refund will be processed and a check mailed out tomorrow

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *******
  

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

     We are filing a complaint Roto-Rooter. On 3-25 a plumber from Roto Rooter came to our house, reviewed the job to replace the hot water shut-off valve under the kitchen sink and give us a quote of $325.00 with tax $343.65. We agreed not knowing how long it would take him, and he was the pro that knew what the job entailed. To our surprise he replaced that valve in about 3 minutes! The part was under $20.00, the drive for him to get the part and return was under 20 minutes. After he left I went online and found for a quick 5 minute shut-off valve a plumber might charge between $50.00 and $150.00, maximum $200.00. If something else needed to be done which wasn't our case. I called and asked to speak to a manager several times they wouldn't put me through. I was asking for a fair $100.00 refund. A manager ***** (###-###-####)

  Business Response

  Date: 04/21/2025

  The customer called us to come out on 3/25/25. The tech arrived to triage the issue with the kitchen sink shut off valve. He quoted the customer the flat rate price for the work to be completed.  The customer agreed to the work, and it was completed to her satisfaction.

  The customer called the branch on 3/28/25 to dispute the price.  She stated the tech was there less than 30-minutes. We asked if she understood what "flat rate price" meant and she did. We asked if she was informed of the cost before the work began and she did. Finally, if she was satisfied with the workmanship and she was.

   

  Customer Answer

  Date: 04/25/2025

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

  
  

  
  

  (PLEASE TYPE YOUR REASONS HERE)
  

  I am replying to ROTO ROOTER’S response to my complaint.

  Once again, we agreed to the price because he knew what the job entailed and we didn’t know how long it would take him. We were surprised when he was done in under 5 minutes. I called the branch that day to speak to a manager, they wouldn’t put me through, probably because I was disputing the $343. charge that should have been no more than $200. for a valve replacement (according to online info) and was asking for a reasonable $100. refund. *****, the manager, got back to me on 3-28-25 and made every excuse to not give a refund. I was never asked what a “flat rate price” was, and after reading their response I had to look it up to understand what that meant.

  Regards,
  
  
  
  ****** and ***** **********
  
  

  Business Response

  Date: 04/30/2025

  Roto Rooter has responded to the BBB and NYS attorney general inquiries.  Our position has not changed.

• Initial Complaint

  Date:04/16/2025

  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.

  Minor sewage backup on March 14, 2025. Roto rooter contacted to resolve issue. Roto rooter tech had went down the drain pipe into my basement, instead of the sewage pipe, towards the outside of house, resulting in busted drain. Before this discovery, quoted $6.000 for a 4 foot by 2 foot excavation, replacing blocked pipes. Excavation crew came and only drain was damaged, due to employee negligence. Sewage line blocked 65 feet out, cleared by jetting. Still charged $6000 even though the work we were charged for, never happened. Minor excavation happened, about 2 foot by 2 foot area, to fix drain. No attempt had been made to amend this. Hold harmless agreement was signed AFTER this damage.

  Business Response

  Date: 04/17/2025

  *** *** **** ******* had questions prior to work starting. I explained to them that the line was compromised prior to initial drain cleaning. This caused the blade to break during cleaning. *** *** **** ******* then signed a proposal after a camera inspected. Prior to starting work I answered their question as to why they had to pay for a fix since they were under the impression that we did the damage to the line. I explained to them that their line was already compromised and that a blade would not cause that damage to a good pipe. I asked both *** *** **** ******* if they still wished us to move forward knowing the cost of the work. They both agreed. After the work was completed, they signed a certificate of completion, invoice stating what work was done, and the synchrony sales slip. The work that was proposed was the work that was completed and the customer signed off on this. This matter was closed and have had no communication until now.   

  Customer Answer

  Date: 04/17/2025

  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.

  
  

  
  

  The only paperwork on our end that was signed, was on March 16, 2025. The service was done on March 17, 2025. No new work order was signed AFTER service was complete. The drain was damaged, due to the employee going down the DRAIN PIPE, not THE SEWAGE PIPE. Had the employee went in the proper line, the drain would not have been damaged. Also, the hold harmless agreement was signed AFTER the damage. See attached screenshot of time the documents were signed, around 330pm on March 16th. The damage was done the morning of March 16th. Also the work order stated a different service than what was rendered. We will be happy to compromise with an updated bill, noting that only half of what was needed, was actually completed. I have phone records stating I called Roto rooter on 3/19. I asked for an update on what we were charged and we were told that nothing was on file as of 3/19. We waited and waited, with no answer. I will be happy to send a screenshot of this record of the call.
  
  
  
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 04/22/2025

  I called **** ******* and explained the situation again. I reminded her of the conversation that I had with her and her husband. She conveniently forgets the part of the conversation that I confirmed with both of them confirming the price (as signed on the proposal and invoice) to move forward. She said she was talking to a lawyer and at that point I advised her that she would then need to reach out to our legal department to move forward. 

  Customer Answer

  Date: 04/25/2025

  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 below:

  
  
  Roto rooter “conveniently” forgot that I did not sign a hold harmless agreement until after the tech damaged my drain. Therefore I would assume this voids the hold harmless agreement, and they should take accountability for hiring uneducated employees. No mention of any amount was given at time when we discovered the issue was from the technicians error. An invoice was signed BEFORE. Why would I have called 2 days after the service asking for the amount we were charged, if we were made aware? The only invoice given was when we assumed something was wrong with the sewage line. Which was not the case. We reached out for help clearing a sewage line, and  ended being charged for a busted line. Which was not busted, to begin with. We just want Roto Rooter to take accountability for the error. We will gladly pay the drain unclog fee, as this was the initial issue, had the technician been properly trained. 
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 04/30/2025

  We have spoken to the customer, she has admitted that she forgot the conversations. We have sent all necessary documentation, including that our tech didn't break any such line.

  Customer Answer

  Date: 05/01/2025

  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.

  
  

  
  

  One cannot admit forgetting a conversation, that never happened. I will be attaching a photo of the broken drain. This is a drain, not a sewer line. Roto Rooter employee, Colton, came to retrieve a busted blade, that broke off as a result of breaking the drain. He tried to help solve our issue and he also saw this drain. He urged us to call the office immediately in the morning, as this “never should have happened.” He called a supervisor to let them know the situation. Colton also stated “I have been cleaning up Michael’s messes, all week.”
  
  Regards,
  
  
  
  ******** *******
  
  

  Business Response

  Date: 05/05/2025

  This matter has been completed on our end. There will be no refund or negotiation on price. The conversation was had prior to the crew starting work so that this didn't happen. Now that the work is completed and working, the customer wants to dispute charges that they agreed to pay. If they had any issues regarding paying then they should have not signed their Sychrony sales slip, signed the invoice, or agreed for the crew to move forward. The customer had plenty of opportunities to halt work if they did not wish to pay. As I stated before I had a conversation with both parties regarding what the charges would be if we moved forward. The customers agreed, and this is why we fixed the issue to their compromised line. Now a month after the fact that they want to dispute this. For these reasons there will be no refund for work completed. 

• Initial Complaint

  Date:04/16/2025

  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 Roto-Rooter come to my house five times for basement flooding issues. The first time, they broke a pipe while snaking it. The second time, they installed a sump pump that later broke. The third time, they fixed the pump, assuring me that my new appliances in the basement would be safe(washer and dry,water tank and heater). However, the pump broke again, and on the fourth visit, they insisted the pump was fine and under warranty, discouraging me from buying a new one. After a trip, I returned to a flooded basement with no heat or hot water. On their fifth visit, they installed a new sump pump and told me the flood would be resolved in 4-5 hours and that they would come back to check on the issue they never came back. On that day me and my children went to a hotel since we couldn't stay in the house. My appliances were destroyed and after a while roto-rooter told me they were not responsible for the damages. I called them again and they said they would talk to mangmnet, they haven't called me back till now. I haven't been living in that home since then.

  Business Response

  Date: 04/18/2025

  Roto-Rooter Services Company was called out to replace a broken pipe and install an electric sump pump on 4/2/24. The pump was tested and working when we left.  The customer called back due to water in the basement on 4/14/24. When the tech arrived, the power to the sump pump was disconnected. Any damages that occurred due to there being no power is the sole responsibility of the customer.  She has called us back out on multiple occasions (10/14/24, 1/1/25 and 3/3/25) merely to argue about this. We stand by the decision that we are not responsible for the damages.

  Customer Answer

  Date: 04/21/2025

  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.

   

  Everything I mentioned in my previous complaint was the truth, the electricity connected to the sump pump was never disconnected. The electricity was not disconnected the 4 times they came to the point where they had to change the sump pump.If you need proof of what was spoken between me and the technicians that came and videos I'll provide them.

  
  

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

  Business Response

  Date: 04/22/2025

  The stance of the branch has not changed since the last communication. One of the branch managers personally visited the residence with the customer after a complaint call and witnessed no power to the outlet.

  Customer Answer

  Date: 04/30/2025

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

  
  

  
  

  As I said before, what you guys are saying is not true if you need the proof I can provide the proof. You guys can listen and watch and see who is right.

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

  Customer Answer

  Date: 05/07/2025

  On this I'm not able to send the evidence of audios, what I spoke with to the people who came to my house and what I spoke with the manager and what I spoke with the guy who said would present my case to the management of roto-rooter which I never got a response from the management. I can put them all to a flash drive and you can give me an address of where to drop them off, because that's the proof I have with what this company has done to my house.

  Customer Answer

  Date: 05/16/2025

  The website isn't allowing me to send all of the pictures I have, since then we haven't been living in the house. Roto router provided 6 heaters for warming the house to protect the pipes and stuff in the house because the house was cold, and that equipment caused us to pay more that 600 in electricity bills a month and untill now I'm still living in someone else's house downtown, it's difficult to change environment and have my children go to school everyday. Being away from home in these couple months has costed us alot of resources, stress and my daughter ended up sick because of a cat from the place we went to live temperorarily she is 2 years old. That's why I asked for roto router to pay 35000 because of the situations I'm going through and the damages they caused, and if you need proof about the heaters you can talk to roto router because they're the ones who provided them. I couldn't live in the house because they are dangerous for the little one. Previously I sent pictures of my washer and dryer and hampers of clothes in the basement for my children, all of them were destroyed.

  Business Response

  Date: 05/24/2025

  The company position has not changed from our last response.

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  
  
  I never received a a copy of any written agreement and I also don’t have a copy of the warranty because the first time they said they would said and email and they also left a paper copy but I misplaced them, if you need them you have to ask Roto Router. I’m trying to send photos of what I do have but they’re not sending I’m unsure of why 

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

  Business Response

  Date: 06/02/2025

  Roto-Rooter has not changed their position on these accusations.

  Customer Answer

  Date: 06/09/2025

  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.

  
  

  
  

  This website isn't allowing me to send photo or video footage, can your provide another option I can do to provide what your asking. As I said before, if you need it I can put everything onto a usb, you can tell me the place and I can drop it off.
  
  
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Customer Answer

  Date: 06/12/2025

  For anymore evidence of the subject, contact either this number. They will give you all the information about what happened in that house in my basement.

   

  ###-###-####

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Roto-Rooter Plumbing & Water Cleanup (******* **), regarding a service issue that occurred on March 23, 2025.
  
  On that date, I contacted Roto-Rooter to address a recurring toilet clogging issue. A technician was promptly dispatched and visited my property. After a brief inspection of the toilets and main sewer line, he upsold me on a drain cleaning and video diagnostic service, stating that the video inspection was necessary to identify the root cause of the clog. I agreed and was charged $490 upfront, with the technician assuring me that another crew member was already on the way to complete the video inspection.
  Unfortunately, no technician ever showed up to perform the service. Despite multiple follow-up calls, I was repeatedly told that someone was being dispatched, but no one arrived. The issue remained unresolved, and I was ultimately forced to hire another plumber just to temporarily unblock the line. However, without a proper video diagnostic, the problem continues to recur.
  
  I feel that Roto-Rooter misled me into paying for a service that was never rendered, and the lack of follow-through and accountability on their part has caused me unnecessary stress, inconvenience, and additional expense. I believe this behavior reflects poor service practices and misrepresentation, and I am extremely disappointed by the lack of professionalism.
  
  I am requesting the following:
  
  A full refund for the video diagnostic service that was never provided. A formal acknowledgment and apology for the missed appointment and unfulfilled service commitment.
  
  I appreciate the BBB's assistance in helping me address this issue with Roto-Rooter, as their failure to respond leaves me no choice but to escalate the matter further. Thank you for your time and attention to this matter. I look forward to your prompt response.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Business Response

  Date: 04/24/2025

  Good afternoon,

  Roto-Rooter was unaware of any issue with this client. Once notified we issued a refund right away.

  Customer Answer

  Date: 04/28/2025

  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's manager contacted me and informed me that they would issue a refund for the charges. I waited for 3–4 days after the call, but no refund was received. I followed up with the manager again, and he reassured me that the refund would be processed. However, as of today, no refund has been issued, and no activity is reflected on my account. Therefore, although an offer of resolution was made, the company has not fulfilled the proposed offer.
  I am still awaiting the refund and a formal resolution to this matter.
  
  
  Regards,
  
  
  
  ***** *****
  
  

  Business Response

  Date: 05/01/2025

  Good afternoon,
  Roto-Rooter was unaware of any issue with this client. Once notified we issued a refund right away.

  Customer Answer

  Date: 05/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response and action made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ***** *****
  

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto Rooster come to my house on 4/10/25 to clean out my main pipe line due to a blockage and camera inspect for any damage they quote me $7500 for dig up my front yard and replace my main line because they said it has a belly in the line i decline the service, the next day i call another plumber to verify the problem he told me that (Roto Rooster) didnt clean it properly and they have to clean it agian, after that they went down agian with the camera but there are no belly in my main line. I try to contact Roto rooster to give me an explanation but so far no one call back.

  Business Response

  Date: 04/15/2025

  Spoke to customer today and in the best interest of customer service, we are providing the customer with a full refund of $275.

  Customer Answer

  Date: 04/18/2025

  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,
  
  
  
  **** ******