Complaints

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

close

Find a Location

Roto-Rooter has 373 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Roto-Rooter

  2125 Montana Ave Cincinnati, OH 45211-2741

• 

  Roto-Rooter Plumbing & Water Cleanup

  87 Carando Dr Springfield, MA 01104

  
• 

  RR Plumbing Roto-Rooter

  280 Meredith Ave Staten Island, NY 10314

• 

  Roto-Rooter Plumbing & Water Cleanup

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

  
• 

  Roto-Rooter

  5115 7th Ave Kenosha, WI 53140

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/31/2023

  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.

  Dear Sirs,
  On 9/30/23 Rotor-Rooter was at my property at *** ** **** ****** to clear a SLOW drain from patio. The clearing was done from basement via a clean out on the pipe. (The clean out is there just for the clearing/cleaning!) It was easily done and QUICKLY. I asked the technician also to snake the floor drain in basement. Easy, since there really wasn’t a totally clogged up drain pipe, and while the technician was there, I thought it would be good to do as well. I supplied the hose for him to use to see that the water was flowing perfectly. So the snaking machine was used for 2drains!
  
  All of this took at most 2-2 1/2 hours! (and this is including getting his snaking cable, etc. from his truck.)
  
  At the end of it I was handed a bill for $2,397.44. I believe that Rotor-Rooter has taken advantage of an elderly woman. I called them and questioned the invoice. They gave me a credit of $282.88. After receiving the invoice on 9/30/23 I tried to get answer for the invoice saying that there were 3 drains. (He only worked on 2!) My reasoning didn’t help any. I was told that the invoice is correct. I did not want to reason any further, even though I knew in my heart that the invoice is correct.
  
  I was told on the phone when I called them about the invoice, that Rotor-Rooter charges PER DRAIN, not hourly! I don’t think that is correct. On their website they say that the charge for drains is $350-$450.
  
  My troubles surely didn’t go down the drain as they say in their commercial.
  
  I hope this kind of charging does not happen to others.
  
  I pay my bills, I do not need to be scared with putting a lien on my house. (That is what I was told on the phone by the person at Rotor-Rooter.)
  I hope you can help me and others who might have had same kind of problem.
  
  Sincerely
  ***** *****

  Business Response

  Date: 11/06/2023

  We talked with the customer and on the invoice shows. We completed 3 drains. Customer signed and approve service. Also we applied a discounted to satisfied the customer as well.

  Business Response

  Date: 11/06/2023

  We talked with the customer and on the invoice shows. We completed 3 drains. Customer signed and approve service. Also we applied a discounted to satisfied the customer as well.

  Customer Answer

  Date: 11/10/2023

  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.
  
  
  Regards,
  
  
  
  ***** *****

   

  Per phone call from customer 11/10/23 this matter is not resolved and the drains have not been repaired and an additional billing adjustment would be appreciated, at minimum a breakdown of charges. 

  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,
  
  
  
  ***** *****

   

  Per phone call from customer 11/10/23 this matter is not resolved and the drains have not been repaired and an additional billing adjustment would be appreciated, at minimum a breakdown of charges. 

  Business Response

  Date: 11/13/2023

  We emailed customer. We have
  re-adjusted there discount. We are refunding additional $131.20 back to your
  credit card. Making a total of $414.00 off the service.

  Business Response

  Date: 11/13/2023

  We emailed customer. We have
  re-adjusted there discount. We are refunding additional $131.20 back to your
  credit card. Making a total of $414.00 off the service.

• Initial Complaint

  Date:10/30/2023

  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 10/28 3 men from this company were let in my home to fix a flooding situation and when they left I noticed my watch was missing. This is a very sentimental piece of jewelry and has been in our family for over 20 years. I know the watch was there before they came and upon rushing out the watch is missing fri. It’s sitting place which was in the area that was flooding. I am disgusted that while going through something like this that they would enter someone’s house and take personal property. I have been trying to contact them with no avail. I have involved the authorities and I will also be filing a civil suit against this specific site. I am not going to let this go! This watch meant a lot to me and my family and this is just disgusting.

  Business Response

  Date: 11/07/2023

  We have talked with customer via email. We have explain if she has any evidence to provide us. We will look into it. She will need to go through the process. We talked with our guys and they saw other contractor in the house.

  Customer Answer

  Date: 11/07/2023

  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.

   

  they have not resolved the complaint or made any offer on the stolen items. There was a 3rd contractor that came after the first two and said he was also with roto rooter … he was assisting the other two with locating where the water was coming from… I have given the police the only videos we have but there no way to tell if they were all working together or not. They clearly knew him , so if this was a conspiracy based on the type of call then this is bigger then what I am even saying. Because now you’re telling me the third contractor was not from you guys when he clearly knew your workers. I will be sure to call the detective to let him know this development. I want to be reimbursed in no way should I have to worry about calling a plumbing company and have to worry if I am also going to be robbed while dealing with a flooding problem. As I said I keep getting passed around no one wants to deal with this matter … no one picks up the phone … if I knew which guy took it wouldn’t need you they would be in jail. I know it was one of them because they were the only ones in my house during the flood. Every time I email someone to just get brushed off. The last guy told me if I have a lawyer container he can’t talk to me anymore … like I told him I don’t want to get lawyers involved but I do have one just in case this can’t get solved. I do not have time to go through all this for a false claim. I’m not letting this go! 

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

  Business Response

  Date: 11/09/2023

  We talked with the customer and we told her we will work with her and provide anything she needs. We also provided her with some other avenue to take into consideration.

  Customer Answer

  Date: 11/16/2023

  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.  They are suggesting I take the hit and call my insurance instead of taking responsibility for their employees. Facts are Facts in this case the watch was there when their worker entered the home. When they left the watch was gone. They are telling me because I don’t have cameras in my house it’s my fault or because I didn’t have my jewelry locked in a safe. They are just trying to avoid responsibility for this issue. They told me they asked the employees did this steal as if someone who steals is going to be honest. This company is honestly a joke! They are offering no compensation, they have offered nothing but me taking a hit twice and I’m not accepting that. If I have to attack the company from all angles I will … until they compensate me for my loss. There is no other reason for that watch to be missing. It was there before I went to work and then came home from work the only people in my house were their employees and they trying to tell me it magically disappeared and walked right out my house. They are trying to play me for a fool and I’m not accepting that from a company who should be responsible for their employees. For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  *** ********
  

  Business Response

  Date: 11/21/2023

  We are here to help. But if we do not have any evidence. We can not discipline our employee. When our worker was there. They was never alone. A family member was there. Please there is any evidence. We are here to help. There is nothing we can do until there is something to go on.  

  Customer Answer

  Date: 11/28/2023

  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.
  

  This is ridiculous you have thrives working for you and you guys don’t even care. Clearly one of your employees is a thief and they were alone because they asked my cousin to leave to get towels to clean up the mess they made. I was not born yesterday we all have common sense here. I don’t care what you have to do I am going to exhaust all outletsz I’m not letting this go one of your employees stole my watch. You guys keep saying the same thing and you are not aware of situations like this . Your criminals and your just letting them know that as long as no one sees you you won’t get penalized. This is a joke. At this point I’m sure my watch will never be produced but I’m going to personally make sure that people are aware of the type of people that work for you. 

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

• Initial Complaint

  Date:10/27/2023

  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 Roto Rooter out to my residence on 10/25/23 to unclog my basement floor drain which leads to the sewer. I had them out here in November of 2022 for the exact same problem and paid them almost $800. This visit cost me $875. The technician found numerous tampons, which I haven’t had a need for in over 15 years. Lived in this house for over 7 years. Only female living here. Only my 32 year old son and my man friend have been inside the house to utilize the bathroom toilets. I’m starting to believe that the company planted the tampons back in November of 2022, since they would have removed them the last visit in November of 2022. If they didn’t, then they didn’t perform their job correctly in November of 2022. I would never recommend them to anyone. I had to call Rotor Rooter back twice in two days in order to get someone to talk to regarding this complaint.

  Business Response

  Date: 10/30/2023

  Upon speaking with the customer, she was questioning why she had tampons in her sewer line. The customer stated that she had us out about 1 year ago for the same line backing up. We came out and opened the line for her on 11/21/22 and she called us back on 10/25/23 for the same issue. I explained to the customer that she probably has additional issues inside her line causing these backups. I offered to put a camera in the customer's line at no charge so we could all find out why this backup keeps happening. The customer refused the camera. She then stated she wanted a refund, to which I declined. Her line was clogged, we came out and provided a service which also included installing a new clean out on her stack. I told the customer that without a camera we could not truly know why she had this backup. 

  Business Response

  Date: 02/06/2024

  This customer called us out for service due to her main sewer line being clogged. Our technician came out and installed a clean out to auger the line and remove the blockage. During this work, there were feminine hygiene products removed. The customer declines that the products are hers and feels that we introduced those into her line 1 year ago at our last service. We offered to put a camera into the line to see where the products were getting stuck at in the line to try to provide a long term fix so this does not happen again. The customer declined the camera. The customer was charged for the service of installing a cleanout and using the auger to open her main sewer line. That work was completed and her line is now open. There will not be a refund provided. Please contact the local branch to schedule the camera service if you change your mind.

  Customer Answer

  Date: 02/09/2024

  I want a refund. They came out less than a year to perform the same service. There were no tampons then. There should have been no tampons the second visit less than a year. Didn’t appreciate the service man leaving a tampon on my floor. I’m 64 and haven’t used a tampon since I was 46. Lived here 7 years by myself. Just have a son that visits. They didn’t do the job right the first time if tampons were there the second time. I want a refund.

• Initial Complaint

  Date:10/27/2023

  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 am writing with regards to this bill and charges. The job was performed without having the srequired permit before starting the job. I was told the separtion and possible collapse pipe would be fixed. There was no collaped pipe yet workers dug up past the so called collapse about 15 feet in to over 30 feet away. My homeowners insurance asked for copies of permit and billed materials to include in future coverings. Employees were confrontational and lied about permits and services rendered. The inspector came by and failed the work. This project has been taking weeks for a quick 30 minute job and still no success. With the quality of work the speed of service and the misleading efforts to over sell non required installation of pipes is unacceptable. I believe this issue should not go past the so called collapsed pipe for material charges. Furthermore, the pain and suffering alone dealing with your employees should amount to sometime and not excess charges. The amount billed should in no way be that excessive. I may persue legal action just for a pain and suffering, delayed work, deceitful work practices, and just all out terrible customer service.

  Business Response

  Date: 10/28/2023

  I spoke with **** ******* and she said that work has passed inspection and that she is satisfied and thanked me for calling.

• Initial Complaint

  Date:10/26/2023

  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 August 17, 2023, we encountered a sewage pipe clog in our home, which was causing water to flood our basement. We called Roto Rooter in ******* **, to come and investigate and solve the problem. We called them around 7:00 am and they were out to our house by 8:00 am. After working outside at the drain entry point for some time, the technician then came inside our house, down to the basement, and unclogged our drain from the inside, which left raw sewage all over our basement. The technician then told us our drain pipe was cracked and needed to be replaced, which would cost us $6,500, which we thought was overpriced.
  
  The technician then called their “water mitigation supervisor” to quote us on cleaning up the mess that the technician caused. They quoted that it would cost between $5,000 and $10,000, but assured us that our insurance would cover the cost. The total cost ended up being $8,200 and our insurance denied the claim.
  
  After reading other reviews on the BBB website, it seems our story is all too familiar. This company is deceiving home owners into over paying for home repair services, causing issues themselves, and then deceiving homeowners into thinking they will not be left holding the bill at the end of the day. We ended up having to pay over $14,700 to Roto Rooter for a small pipe clog.

  Business Response

  Date: 10/27/2023

  Roto-Rooter was contacted by the homeowner to perform a drain clean on 8/17/2023. Technician **** arrived at the property and tried to clear the line from outside, after being unsuccessful, **** determined that he had to clear the line from the basement. Customer stated that there was already water from the clog in the basement prior to **** being there. While attempting to clear the drain from the basement, **** determined that the sewer line was broken. He thoroughly explained this to the homeowner and gave them a proposal to get the issue fixed (6,500). Customer agreed to the price and proceeded to sign the contract to get the work completed. The homeowner also opened up a homeowners claim to have Roto Rooter perform mitigation services. The homeowner also signed the contract and a satisfaction form upon completion of the work. The homeowner is stating that their insurance claim was denied by the insurance company. Roto Rooter is seeking payment of $7,259.98 for the water mitigation services that were performed. Customer has previously paid for the work that was performed by **** prior to the excavation ($1,056.50) and the excavation that was performed to fix their broken pipe underground ($6,500). Attached are the signed contracts and work completion forms for the Excavation and the Mitigation services. 

  Customer Answer

  Date: 10/27/2023

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

  The technician never informed the homeowners of his intention to unclog the drain from the inside of the house, or the consequences of doing so. The consequences were raw sewage being spilled into our home and creating more work for Roto-Rooter to potentially charge for. Even then after the homeowners questioned the price of the mitigation services, Roto-Rooter left our house with raw sewage all over our basement. Roto-Rooter's mitigation supervisor then deceivingly assured us that cleanup would be covered by insurance, which it wasn't.

   

  Business Response

  Date: 10/30/2023

  Roto-Rooter was contacted by the homeowner to perform a drain clean on 8/17/2023. Technician **** arrived at the property and tried to clear the line from outside, after being unsuccessful, **** determined that he had to clear the line from the basement. Customer stated that there was already water from the clog in the basement prior to **** being there. While attempting to clear the drain from the basement, **** determined that the sewer line was broken. He thoroughly explained this to the homeowner and gave them a proposal to get the issue fixed (6,500). Customer agreed to the price and proceeded to sign the contract to get the work completed. The homeowner also opened up a homeowners claim to have Roto Rooter perform mitigation services. The homeowner also signed the contract and a satisfaction form upon completion of the work. The homeowner is stating that their insurance claim was denied by the insurance company. Roto Rooter is seeking payment of $7,259.98 for the water mitigation services that were performed. Customer has previously paid for the work that was performed by **** prior to the excavation ($1,056.50) and the excavation that was performed to fix their broken pipe underground ($6,500). Attached are the signed contracts and work completion forms for the Excavation and the Mitigation services. 

• Initial Complaint

  Date:10/25/2023

  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 September 29 we discovered a leak from our second floor bathroom into the basement. We called Root-rooter and the plumber came out but because the problem was not readily accessible we opted to wait until the next day to do more. Not long after the plumber left another person from Roto-rooter called. He came out and did moisture readings finding water in a wall in the living room below the bath. He said he had workers available and they could start water mitigation that night and emphasized the need to get started right away so mold wouldn't become an issue. 2 men came and tore out the living room wall and the bath vanity and floor, and set up fans--4-5 hours of work 8-10 hrs of work. Over the next two days workers came to check moisture levels and remove fans as indicated. For approximately 11 man-power hours I received a bill for $15,000 ($14,150,95 of which was billed as labor). During the first encounter with Tim, the water mitigation person from Roto-rooter, he kept emphasizing that he would work with our insurance and that while it could be as much as $15000 that it would probably be less and he repeatedly said that he would work with the insurance. He said most insurers did not pay them directly but would pay me and then I would pay them. When the insurance adjustor came the next week she informed me that they do not like to work with Roto-rooter because "they are known to charge well above industry standards for water mitigation." I would certainly agree that more than three times what the insurance company estimated was fair is unreasonable. I have tried speaking with Roto-rooter about this. I have been unable to reach a person and have left messages that have gone unanswered. I am embarrassed to have fallen for Tim's smooth talk without having a clearer understanding of the limited scope of what they would do and the cost involved. I do think things were presented in a deliberately vague manner. I have not paid the bill pending negotiation.

  Business Response

  Date: 10/25/2023

  Upon receipt of this complaint, we were made aware of this situation. No one from the ********** branch had been contacted about any sort of complaint with service or invoices. After speaking with the customer, she will be sending over the estimate from the insurance company to see where our disconnect is. We are working with the customer to resolve this issue.

• Initial Complaint

  Date:10/24/2023

  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.

  Had business out on 10/20/23 to clear sewage lines. They did not clear sewage lines, despite saying they had. Further, they informed the problem was due to a sagging sewage pipe, & that I would need a sewage cleanout installed, as there was none on the property, for a charge of $9,200. They left without anything repaired in working order, after being paid $689. The next day I had a smaller business come out, to get another opinion. They ran a camera through sewage lines, quickly found a blockage, cleared the blockage, & also informed me that there is actually no sagging pipe, & that the property already does in fact have an existing sewage cleanout, so installing another one was unnecessary & would not have helped anything. They further stated that, had Roto Rooter been diligent, they could have easily fixed the problem, & not lied about the solution to a false problem. In short, Roto Rooter was paid $689 for work not performed, & then tried to rob me of another $9,200. I contacted Roto Rooter on 10/23 explaining this situation & requesting a full refund of the $689, but as of this time, 37 hours later, have not gotten any response.

  Business Response

  Date: 10/27/2023

  Customer was refunded the money for the cabling job that was done.

  Customer Answer

  Date: 10/30/2023

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

   

  10/30/23 per phone call from customer he has been refunded and this complaint has been resolved.

• Initial Complaint

  Date:10/24/2023

  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 to our office and serviced a plumbing issue. They advised us that there was a warranty of 6 months on the work in order to secure the job and get paid. We agreed, paid the fee and the serviceman fixed the issue for the time being, They later sent an invoice after the job was done and paid that the warranty was only 30 days. Bait and switch! When the plumbing issue arose again we called to have it serviced and they told us it would be a full charge again. The plumbing issue came back less than 2 months after they originally serviced the job. On 3 occasions we called to speak to management they could not supply a rep and would not call us back.

  Business Response

  Date: 10/24/2023

  Spoke with owner of **********, ******* *******. Explained she was given a 30 day warranty every time we have been to her location. We have also camered the line for them. I offered a 1 time discount of 50% off with a 30 day warranty. She would like me to e-mail to a proposal to her and she will make a decision. 

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Roto-rooter was hired to install new sink after new countertops installed, connect the water line to the new fridge, and replace a water shutoff valve in an upstairs bathroom. They installed the new sink, but refused to reconnect the water treatment system under the sink to the new one (this included the connection to the fridge from under the sink). I asked if he would at least connect the water line to the fridge, so it would be ready when the next plumber reconnects the water treatment system. He agreed to do that. I then called out the company that originally installed the water treatment system (Aquarius) who reconnected that and the water line to the fridge under the sink. The work was done on Monday 9/18/23. The next morning my neighbor downstairs found a leak on her ceiling. That was when a leak was found under the sink at the connection to the fridge that Aquarius did. As the water remediation was being done, they noted there was moisture on the opposite wall from the sink where the fridge is located. We were assuming water from under the sink seeped across under the flooring. The remediation company noted the dampness was not drying out on the side where the fridge is in my unit or in my neighbor's unit. They pulled the fridge out on Friday 9/22/23, and found a large leak spraying out from the connection directly to the fridge. I've tried getting in touch with a manager or the claims department at Roto-rooters 1-2 times a day for over a week, leaving messages asking someone to call with no luck. The insurance adjuster for Aquarius has also tried multiple times with no results. I was forced to submit a claim to my insurance company and pay a $1000 deductible. I would like help in getting Roto-rooter to open an insurance claim and pay their share of the damages, which is the majority of the damage. When talking to one of the countless insurance people, after hearing it was Roto-rooter, he told me they are known nationwide as being difficult to deal with.

  Business Response

  Date: 10/27/2023

  Hello, during the repair to the refrigerator water line the water had been turned off by another company and was not able to be turned on to verify their were any leaks.    At the time the water was turned on by the other company any connections made while the water was off should have been checked for leaks.  Had this taken place the leak would not have damaged any materials in the home.  This is the sole responsibility of the contractor that turned the water back on as Roto-Rooter was unable to test the repaired line at the time of service.   Once the waster was turned on and a leak occurred the water should have been turned back off and Roto-Rooter contacted to repair the leaking repair.  

   

  Thank you, 

   

  Robert S***

  General Manager 

  Roto-Rooter Minneapolis

  Business Response

  Date: 11/07/2023

  Hello, I am sorry that you feel that way about your experience with Roto-Rooter.  This was a unique situation with two vendors involved.  It is the belief of Roto-Rooter that the vendor that restored water pressure to the line should have recognized the leak and reported it upon repressurizing the line; then turned the water off to mitigate any damage that would have been caused.  We would have come out to fix the issue at that point which was untestable at the time it was put in which was discussed.   

  Thank you,
  

  Robert S***
  

  General Manager 

  Roto-Rooter

   We have not been contacted by any insurance company yet.  The customer stated that they would be sending the issue to the insurance company, but we haven’t heard anything from them. Thanks!

  Customer Answer

  Date: 11/07/2023

  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.

  Reasons stated several times previously. 

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

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date Service 9/10/2023, I contacted Roto Rooter since my lawn was saturated with water. They sent 2 technicians (one was a trainee). The technician told me he could not do the job as it would machinery to complete digging up my yard. They contacted Paul, the supervisor. I was told by Paul, the service would be completed in one day. They were also here 2 additional days 9/11 & 9/12. The PVC pipe they put in is not doing the job and my house is still at risk of being flooded. Not sure is the PVC pipe is clogged. I have multiple muddles of water where the PVC pipe was inserted. I and my brother contacted Paul. He was first contacted around mid September by my brother. Paul contacted my brother and told him he would check on the property either that day 9/26 or tomorrow 9/27. Paul did not check my backyard and did not contact either him or myself. I've taken pictures of the backyard on 9/14, 9/27, and today 10/18. On 10/16/23, I called Roto Rooter Customer Service line to file a formal complaint. I called them back today 10/18, to speak to someone about my concern and they did not return the call. I don't think the service they provided was completed properly at all. The PVC pipe that leads to a draining pond is at least two feet of it is showing where grass should be. I was informed it should be at least 18 inches under ground so it doesn't freeze. The pipe is only about 5 inches in the ground. It's an eyesore. The PVC pipe they installed did nit due the job as I have multiple puddles of water which will be illustrated on the pictures several pictures taken. By this time, my lawn should be completely dry instead of showing all of the water. I decided not to pay any amount of the bill until they complete the work accurately. I will gladly consult another company to complete the job if they are in agreement to void the cost of the service. The cost is $5886.44 and the first payment is due Oct. 24th. Pictures taken 9/23, 9/27 and 10/18

  Business Response

  Date: 10/24/2023

  Roto Rooter will be sending techs to this customers home on Thursday. The yard will be smooth and the area will be neat before they leave.