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

  87 Carando Dr Springfield, MA 01104

  
• 

  Roto-Rooter Plumbing & Water Cleanup

  12034 Exit 5 Pkwy Fishers, IN 46037

  
• 

  Roto Rooter

  220 Demeter St East Palo Alto, CA 94303

• 

  Roto-Rooter Services Company

  175 Maple St Stoughton, MA 02072

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:10/22/2023

  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 hired Roto rooter to diagnose the problem of a leak in my yard. The tech put a camera down a vent pipe connected to my leach field. He then told me the camera confirmed a break in the pipe of my leach field. He gave me a quote for 2800.00 and would return in 4 days to find the problem and repair it. I gave him a deposit of 1412.00 cash.
  The following day I was able to determine the leak was coming from my irrigation system. I called Roto rooter to cancel the contract 24 houra after they were at my house.I was assured of a return of my money minus the cost of the camera roughly 450.00. The next day I emailed them my doubts that a camera actually took a picture of my leach field as I now know it is not possible.I asked for a copy of the picture with a time and date . They have not produced the picture nor refunded any of the 1412.00.
  This all began August 10 2023.

  Business Response

  Date: 07/03/2025

  The Reno contractor from 2023 is unfortunately no longer the contractor, however we show that a partial refund was given for this customer.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have picture, text, and emails to back everything up!! We had a pipe burst in our wall on August 31st of 2023. They ripped out the wall’s September 7th and found mold. Said it was a slow leak overtime then it finally burst. When they ripped out the walls they a big gaps to the garage and didn’t close off the dryer vent that they exposed. On September 21st my wife goes to the house and there is mouse poop all over out property. The house smells funny and all the plants have been dug into by mice. I have pictures of all of it. At this point is were thing got much worse. I was very upset! So I called the GM Bryce. He came out and wasn’t much help so I asked for his bosses number this is his response to me. “It's my department, so I am the boss. You can deal with me. However, the home is owned (customer name)so he is our customer. That being said, I am still keeping you in the loop with what we are doing there. “ As the renter I have the right to know what’s going on with my property which was getting destroyed. He failed to do that or give me a solution. Along with that we had the owner permission in writing that we can make decisions on his behalf. I call the headquarters and that was a horrible experience because they just passed me around. I finally got an email from Jeffrey S********. This was 6 days later. I have all of the emails. He said he filed an insurance claim but after a couple days of not hearing anything. I go to the number that was sent in the email and it wasn’t a real number. It wasn’t till October 4th till someone reached out to me. One day later. They denied my claim. I called to ask why and the lady could not answer my questions so she gave me her supervisors number. The supervisor never called me back and to this day they haven’t. No explanation or anything. After a week of leaving messages I gave up. This place is not a good place. All of our personal property was destroyed. This whole thing was one of the worst experiences of my life.

  Business Response

  Date: 10/22/2023

  Roto-Rooter was hired to perform water mitigation at the property. During the course of the mitigation, mold was found so Roto-Rooter was hired to remediate that as well. Roto-Rooter performed all water mitigation and mold remediation to IICRC standards and an IEP was brought in to confirm this.  

  
  

  During mitigation and remediation, Roto-Rooter removed interior walls and flooring only. No exterior walls were touched.  

  
  

  Afterward, signs of pest activity were found. As a courtesy, Roto-Rooter arranged for a pest control company to assess the property for pest activity and find a source. The technician reported numerous existing gaps, holes and improper construction around the exterior of the house that could allow pests to come into the home. The technician found signs of pest activity up inside the wall cavities that were removed during mitigation. He also said there were signs of pest activity coming from what he believed to be a crawl space under the home. Which he could not gain access to.  This was all conveyed to the property owner and the tenant.  

  
  

  Roto-Rooter is not responsible for these preexisting conditions as they did not remove any exterior materials in the home. Any pest activity was either already in the home or allowed in through preexisting issues with the exterior.  

  Customer Answer

  Date: 10/23/2023

  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.

  I have a video taken 9/22/23 @ 6:15pm. This is the gap they left open for 3 weeks. We were treat terrible! The mice destroy a lot of our property. I have pictures and videos but it won’t let me unload

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

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  October 2nd, 2023 we had Roto Rooters come out for a sewage/plumbing back up. They charged us $1073. They told us $375 of that was for a brass outlet cap. They did not use a brass outlet cap on our main line. They used a cheap plastic cap. They also tried to tell us we immediately needed to have all the pipes excavated and replaced. They quoted us about $33,000. We had another plumber end up coming out for a second opinion and told us the issue was not as severe as Roto Rooters said and quoted us at 5,000. I have also been asking Roto Rooters for an invoice for work and called multiple times and no one will send me an invoice.

  Business Response

  Date: 10/21/2023

  The pricing the tech gave this customer is in line with our pricing book. The quote the tech gave of $33k is just a rough estimate. The tech that was on site had no way to no the actual condition of the pipe. The only true way to know the condition is to run a sewer camera and do a visual inspection. This tech had none of that equipment. That equipment is with our Field Supervisors who have the ability to give actuate quotes for major repairs. We are sorry to hear about this customers bad experience. 

  Customer Answer

  Date: 10/21/2023

  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. 
  

  We received quotes from multiple other companies for the same work for $5,000. Before upsetting a customer and proposing such extensive work, you should be confirming for sure the work is needed. This company is a scam. They overcharged us and did not even give us what we were charged for. $375 for a main outlet cap that another plumber came out and said was a $20 piece. We were told it would be a brass outlet, not a plastic outlet. I see this company has a lawsuit regarding over-quoting for work not needed, which doesn’t surprise me. You have your customer resolution specialist tell us to reach out via email and never responds. I should not have to call the company FOUR times to receive an invoice, that I still have not received. This company is a scam. You are better off going with a small business that’s open 24/7 or even Len the Plumber.
  
  
  Regards,
  
  
  
  ***** *****
  
  

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company completed extensive sewer repair work for me under a 5 year workmanship warranty. The repair was not acceptable and did not solve my sewer issue. I have been in contact with them over 4 times over the course of 12 months to try and resolve this issue. After getting multiple opinions, one from another plumbing company and one from a construction worker with year of experience in commerical/public plumbing work. I have attached the most recent communication which also is inclusive of the contract. They are not honoring their warranty.

  Business Response

  Date: 10/16/2023

  We have offered to line what is causing the back ups at no additional charge. As for the belly that is not causing her back ups. that would be a whole different scope that was not includied in the contact.

  Business Response

  Date: 10/20/2023

   Excavation of that 20ft area covered under warranty will not correct your belly per our team that looked at your project.

   

  The back up that occurred was from the roots. 

   We will honor shooting additional liner under warranty to seal the roots. The need to find if the belly can be corrected underground happened after the Excavation process so there is additional work needed to correct belly. The additional work is outside the scope of work that is covered under warranty no included taking out side walk, asphalt, right of way plan etc. 

  
  

  We suggest sealing the roots and fixing the belly through additional Excavation to correct slope.

  Customer Answer

  Date: 10/20/2023

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

• Initial Complaint

  Date:10/13/2023

  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 hired Roto Rooter to come snake my clogged sewer main on July 11, 2023. I paid this snaking service day-of out of pocket.
  
  This clogged sewer caused water to enter my basement. Roto Rooter is a water remediation provider, and shared a quote to remediate the water damage, also on July 11. This estimate was 10-15K. I approved the estimate and authorized the work. I ran this by my insurance provider who also approved it.
  
  Roto Rooter completed remediation between July 12-17.
  
  On July 19 at 7:53 AM, after all work had been completed, Roto Rooter requested a Change of Scope. I did not sign or authorize this change. They called me repeatedly and threateningly to try and get me to sign the Change Order, which I did not do, since no Change of Scope had been agreed on. I have records of these calls.
  
  On July 19 at 1:53 PM. Roto Rooter sent me an invoice for $28,451.25.
  
  Over the past few months, my Insurance Company (Travelers) has negotiated with Roto Rooter, and has paid out >$16,000. This is based on calculations of the size of the rooms affected, the time of year the damage happened, and industry-accepted standards. These are the same standards that I assume were generated before the Change of Scope was submitted.
  
  Roto Rooter is now harassing me directly to pay out another >$9,000, and is threatening to send me to Collections. Their behavior is a clear scam, they are trying to bill for work they did not do (eg Power Washing, which they admitted in writing didn't happen, but is on their bill).
  
  I have all of this documentation in writing and am happy to provide it.
  
  They have collected more than the amount of their estimate and I am requesting help getting them to leave me alone. Specifically, I want Roto Rooter to adjust the remaining balance down to $0, since (1) they have already been paid more than their estimate (2) I never approved a Change of Scope (3) Their invoice contains items they have conceded in writing they did not do.
  
  Thanks for your help!

  Business Response

  Date: 10/18/2023

  I have reviewed this complaint. I have found the concerns of the customer to not be valid, I am working with the insurance company to resolve the bill. I have approved a reduction in the bill, in an attempt to close this issue out as soon as possible. We spoke to the initial manager of the insureds claim. It has been escalated to his manager for review. We will continue to work on this issue until we can come to a fair resolution for all parties involved. 

   

  Jason Payne 

  Water Restoration Manager ROTO-ROOTER *******

  Customer Answer

  Date: 10/18/2023

  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.

  While I am glad the business has agreed to reduce the amount of the bill and to negotiate with the insurance company, I still do not have a path to resolution or an ETA on when this will be settled.  Once I see that Roto Rooter has partnered with Travelers to align on a reasonable cost for this work, and will stop billing me, I will be delighted to resolve the complaint.

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

  Business Response

  Date: 10/20/2023

  We are currently working with insurance company managers to resolve this will take time, the work performed was bill through ********* pricing we do not set said pricing. we followed the standard of care with S500 IICRC current standards, we did not scam the customer at all, in fact we notified the customer repeatedly on all aspects of the job from start to finish and fluctuation from original estimate to final invoice. The work being billed is justified warranted and documented with photos of all work performed, we are only billing for what we did. all work being billed has been justified, anything that would not, shall be removed we will continue to work with the insurance company and the customer to find positive resolution for the customer. we pride our self in customer service as company anything less is unacceptable, and to say otherwise could not be further from the truth.

• Initial Complaint

  Date:10/11/2023

  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 June 26, 2023 I discovered a flood in my basement. I called roto rooter for sump pump repair. Afterwards they had Their migration team reached out to me telling me to let them help clean up the flood in my basement. They simply said "you don't have to worry about anything, we will work out everything with your insurance company." They spoke with my home insurance company All State. Allstate informed RotoRooter that for flooding, the max budget is $10,000. Knowing this they did not discuss with me what the final cost would be. They did not discuss with me what they needed to do further and how much more it would cost. Every time they were at my home to do the work, I would ask them about what they were doing and what is everything going to cost they would just say to me "you don't have to worry about anything , we are working everything out with your insurance company. They left their fans in my basement for a total of 5 days. They did not tell me that they were going to charge me thousand of dollars a day to have the fans in the basement. They also installed an additional power source to plug their fans in also not telling me what the cost would be. Each time they stopped in they had me initial my name saying they were there for service. Allstate told them the budget was $10000. They did work and overcharged for work that was not discussed and am charging me for it. Allstate had already settled $10000 with them, I paid and additional $1,133,67 for the sump pump and install. Not to mention my electric bill was doubled to $611.34 because of their fans. Anything else should be on them because I never agreed to pay anything more. They did not communicate with me about anything outside of what they were charging insurance. they did not tell me that I would have to pay any amount out of pocket. They scammed me into using their service. All I ask is for them to clear the bill of $5,658.76 that they are trying to charge me.

  Business Response

  Date: 10/13/2023

     When ** **** ****** contacted us we provided an estimate of the repair work that would need to completed in the amount of $9,000 to $14,000.  The estimate is based on the amount of equipment, the number of days the project takes to reach a dry standard per IICRC guidelines and the amount of demo that would be necessary.  The pricing is set per industry guidelines using a program called xactimate and is not determined by Roto-Rooter.  We state clearly in our contract that we cannot determine coverage for any loss as the only one who can is the customers insurance company.  We always will assist the customer and try to work with their insurance to provide the documentation needed to get the claim paid.  We did that in this case and the insurance and Roto-Rooter settled on the price of $15,658.76 which was a discount from our original invoice in the amount of $1,665.61 as we demonstrated the work we did complete.  *** ****** was happy with our work when we completed it as he signed our certificate of satisfaction and a change of scope order due to extended drying time in the amount of $2,000.00 to $3,000.00 bring the final price range to $12,000 to $17,000.  At no point during the project were we ever made aware that the customer had heard from his adjuster and was informed that he had a $10,000 limit for this type of loss.  *** ****** is the customer of his insurance company and would be the person they would contact to discuss coverage.  I have attached the original contract and the change order and the certificate of satisfaction for your review.

  Customer Answer

  Date: 10/13/2023

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

  Roto Rooter were the people that spoke to all state insurance directly!  All state informed them of the $10,000 budget.  At no point did they discuss with me that I had to pay anything out of pocket.  They told me that they will take care of everything with my insurance and that they would work out the budget with my insurance.  They just asked me to initial for their services.  They never mentioned I will have to pay anything out of pocket. I would have never agreed for them to do the work had I known that. They did not work with the insurance budget. 
  
  
  Regards,
  
  
  
  **** ******
  
  

  Business Response

  Date: 10/20/2023

    Again the claim was filed with ** ******** insurance on his loss.  Once the claim is filed as stated in our contract we will assist with the insurance company but *** ****** our customer and the responsible party for the invoice.  The issue *** ****** is having is his insurance company is the coverage limits of his policy not anything to do with Roto-Rooter and the work we performed.  The original estimate and the additional change in scope clearly showed the invoice would be above what *** ****** is now asking us to accept and we are unable to agree to that.

• Initial Complaint

  Date:10/10/2023

  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’ve spent $750.00 on Roto-Rooter's “service” which left me with a still-blocked main sewer line and claims that several thousands of dollars were required for urgent repairs. But at the very next day the blockage was quickly and painlessly addressed by another company at much lower cost, using the same industry-typical methods. Several camera inspections confirmed the line repairs pushed by Roto-Rooter were not necessary, and the integrity of my sewer line was normal.
  
  Naturally I felt that Roto-Rooter's service quality was sub par, and that their technicians may have attempted to scam me. But when pursuing a refund, Roto-Rooter, Inc.’s corporate HQ responded in an insulting and belittling manner to my complaint and refused to offer any refund, even if partial.
  
  I believe I became a victim of a common and deceitful Roto-Rooter practice which was the target of previous class action lawsuits (see Dawn M***** et al. v. Roto-Rooter Services Company) but appears to continue unabated in the state of Illinois.
  
  If a preliminary line clearing service is ineffective and a Roto-Rooter technician is called to perform subsequent warranty work, the technician will proceed to void their warranty under the “abnormal condition” contract exit clause and is no longer under responsibility to perform an effective and thorough service. Roto-Rooter’s technician and/or supervisor will then perform sub-par service and take advantage of the homeowner's vulnerability by pushing for urgent and extremely expensive repairs, hoping to contract on a large and much more profitable "excavation" project.

  Business Response

  Date: 10/11/2023

  On 8/14/2023, Roto-Rooter was dispatched to this property
  due to no flow on the main sewer line at the property. Once onsite Roto-Rooter
  rodded the line and restored sanitary flow. Charges for service are incurred when
  flow is restored as that is evidence of a successful service.  
  
  On 8/25/2023, the property experienced a subsequent backup
  and Roto-Rooter was dispatched under the terms of the guarantee. Rodding was
  performed on this visit at no cost to *** ******, under the terms of the
  guarantee, to restore sanitary flow. On this visit Roto-Rooter’s technician
  suspected the issue was greater than a simple blockage and requested a field
  supervisor to camera the line to view the conditions of the pipe itself. The camera
  service (a $795 service) was performed at no cost to *** ****** and confirms a
  significant and severe root infestation in the main sewer line as well as a
  failed coupling. This is evidence of poor condition, a condition that existed
  long before Roto-Rooter was onsite. A condition that is the actual cause of the
  original backup on 8/14/2023 and the subsequent backup on 8/25/2023. Roto-Rooter
  advised *** ****** his line is severely compromised and requires additional
  services to fully resolve otherwise blockages will continue to form.
  Roto-Rooter provided a cost for those repairs and advised there are other companies
  that will be more cost effective if he prefers.
  
  It’s worth noting here, rodding should not be used to clear
  massive root infestations – that is not an “industry-typical method” as *** ****** incorrectly states. Rodding is a cable with blade, using mechanical
  force spinning the blade to chop up the blockage in the line. Roots in the line
  present a significant lodging risk. Similar to an axe trying to chop a tree,
  the axe may get lodged without making it through on the 1st pass. If
  this happens in an underground pipe, the blade remains lodged on the root and
  the cable is now stuck in the line. You cannot simply pull it out. Only an
  excavation down to the pipe can retrieve the lodged cable. Performing this
  rodding service is not a negligent act, the blade getting lodged on the root is
  not negligent act either; therefore, the cost of that excavation to retrieve
  the lodged cable ($8,000+), and potentially the cost of the broken equipment
  ($5,000+), is solely the responsibility of the property owner. Roto-Rooter does
  not take these unnecessary risks with our customers’ homes. Other companies may
  attempt to rod continuously, without so much as a mention of the risks
  associated with performing that service, as there is absolutely no risk to them
  should their equipment get lodged due to the property’s condition. Finding a
  company willing to risk $10,000+ to a customer by continuously rodding with a
  severe root presence does not in fact represent their quality over Roto-Rooter,
  nor confirm this is a typical industry practice as *** ****** is attempting to
  claim.
  
  Unfortunately, as a service provider, Roto-Rooter has
  absolutely no control over how a property owner repairs their property or doesn’t.
  In this case, it is understood *** ****** absolutely would continue to back up
  until the cause was repaired, i.e. proper removal of roots and repair of the
  failed transition. *** ****** declined to perform the repairs on his property,
  therefore, the property would continue to backup regardless of the quality of
  service Roto-Rooter could provide. This is the reason our guarantee was voided
  - because we could no longer guarantee flow due to the poor condition of the
  property.
  
  *** ****** is not entitled to a refund of service charges because
  the condition of his property is poor. He is not entitled to a refund simply because
  another company was willing to risk lodged equipment rodding, nor is *** ******
  entitled to a refund of service charges simply because an alternate company
  would do excavation repairs cheaper. Roto-Rooter’s services were effective on
  8/14/2023, they restored flow. *** ****** received service under the terms of
  the guarantee, rodding at no cost on 8/25/2023. *** ****** is not entitled to a
  refund simply because Roto-Rooter voided the guarantee due to the poor existing
  conditions of the sewer line itself.  
  
  *** ****** is misidentifying a severe root infestation and
  failed transition as a “simple blockage” when it isn’t. He is under the wrong
  impression that a failed transition is “normal” when it isn’t. He is using this
  misidentification to claim our service was “subpar” while dismissing the “subpar”
  condition of his sewer system responsible for the repeated backups.
  
  To confirm, Roto-Rooter has already provided a detailed
  explanation to *** ******. Footage confirms the condition of *** ******** sewer
  line was poor and evidences the condition to be far greater than a “simple
  blockage”. Please use link below to view the footage of the line. Charges for
  rodding on 8/14/2023 are accurate as service was performed, flow was restored, remained
  restored, and the sole reason backups continue to occur is because of the poor condition of the property, i.e.root
  infestation and failed coupling. Roto-Rooter is not willing to refund *** ****** for his service charges for the reasons stated and will not consider a
  refund of the service charges at any time. Roto-Rooter considers this complaint
  addressed.  
  
  
  *****************************************************

  Business Response

  Date: 10/11/2023

  On 8/14/2023, Roto-Rooter was dispatched to this property
  due to no flow on the main sewer line at the property. Once onsite Roto-Rooter
  rodded the line and restored sanitary flow. Charges for service are incurred when
  flow is restored as that is evidence of a successful service.  
  
  On 8/25/2023, the property experienced a subsequent backup
  and Roto-Rooter was dispatched under the terms of the guarantee. Rodding was
  performed on this visit at no cost to Mr. ******, under the terms of the
  guarantee, to restore sanitary flow. On this visit Roto-Rooter’s technician
  suspected the issue was greater than a simple blockage and requested a field
  supervisor to camera the line to view the conditions of the pipe itself. The camera
  service (a $795 service) was performed at no cost to Mr. ****** and confirms a
  significant and severe root infestation in the main sewer line as well as a
  failed coupling. This is evidence of poor condition, a condition that existed
  long before Roto-Rooter was onsite. A condition that is the actual cause of the
  original backup on 8/14/2023 and the subsequent backup on 8/25/2023. Roto-Rooter
  advised Mr. ****** his line is severely compromised and requires additional
  services to fully resolve otherwise blockages will continue to form.
  Roto-Rooter provided a cost for those repairs and advised there are other companies
  that will be more cost effective if he prefers.
  
  It’s worth noting here, rodding should not be used to clear
  massive root infestations – that is not an “industry-typical method” as Mr.
  ****** incorrectly states. Rodding is a cable with blade, using mechanical
  force spinning the blade to chop up the blockage in the line. Roots in the line
  present a significant lodging risk. Similar to an axe trying to chop a tree,
  the axe may get lodged without making it through on the 1st pass. If
  this happens in an underground pipe, the blade remains lodged on the root and
  the cable is now stuck in the line. You cannot simply pull it out. Only an
  excavation down to the pipe can retrieve the lodged cable. Performing this
  rodding service is not a negligent act, the blade getting lodged on the root is
  not negligent act either; therefore, the cost of that excavation to retrieve
  the lodged cable ($8,000+), and potentially the cost of the broken equipment
  ($5,000+), is solely the responsibility of the property owner. Roto-Rooter does
  not take these unnecessary risks with our customers’ homes. Other companies may
  attempt to rod continuously, without so much as a mention of the risks
  associated with performing that service, as there is absolutely no risk to them
  should their equipment get lodged due to the property’s condition. Finding a
  company willing to risk $10,000+ to a customer by continuously rodding with a
  severe root presence does not in fact represent their quality over Roto-Rooter,
  nor confirm this is a typical industry practice as Mr. ****** is attempting to
  claim.
  
  Unfortunately, as a service provider, Roto-Rooter has
  absolutely no control over how a property owner repairs their property or doesn’t.
  In this case, it is understood Mr. ****** absolutely would continue to back up
  until the cause was repaired, i.e. proper removal of roots and repair of the
  failed transition. Mr. ****** declined to perform the repairs on his property,
  therefore, the property would continue to backup regardless of the quality of
  service Roto-Rooter could provide. This is the reason our guarantee was voided
  - because we could no longer guarantee flow due to the poor condition of the
  property.
  
  Mr. ****** is not entitled to a refund of service charges because
  the condition of his property is poor. He is not entitled to a refund simply because
  another company was willing to risk lodged equipment rodding, nor is Mr. ******
  entitled to a refund of service charges simply because an alternate company
  would do excavation repairs cheaper. Roto-Rooter’s services were effective on
  8/14/2023, they restored flow. Mr. ****** received service under the terms of
  the guarantee, rodding at no cost on 8/25/2023. Mr. ****** is not entitled to a
  refund simply because Roto-Rooter voided the guarantee due to the poor existing
  conditions of the sewer line itself.  
  
  Mr. ****** is misidentifying a severe root infestation and
  failed transition as a “simple blockage” when it isn’t. He is under the wrong
  impression that a failed transition is “normal” when it isn’t. He is using this
  misidentification to claim our service was “subpar” while dismissing the “subpar”
  condition of his sewer system responsible for the repeated backups.
  
  To confirm, Roto-Rooter has already provided a detailed
  explanation to Mr. ******. Footage confirms the condition of Mr. ******’s sewer
  line was poor and evidences the condition to be far greater than a “simple
  blockage”. Please use link below to view the footage of the line. Charges for
  rodding on 8/14/2023 are accurate as service was performed, flow was restored, remained
  restored, and the sole reason backups continue to occur is because of the poor condition of the property, i.e.root
  infestation and failed coupling. Roto-Rooter is not willing to refund Mr.
  ****** for his service charges for the reasons stated and will not consider a
  refund of the service charges at any time. Roto-Rooter considers this complaint
  addressed.  
  
  
  ****************************************************************************************

  Customer Answer

  Date: 10/11/2023

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

  ——

  Another response loaded with personal attacks! It’s just a job folks, not a religion.

   

  The company who solved our problem after Roto-Rooter failed inspected our drain lines pre and post-service, finding them normal. What Roto-Rooter identified as a collapsed coupler was a normal 4-6” coupler (pictured.)

   

  In light of that discovery I couldn’t help but feel that Roto-Rooter took advantage of the then uncomfortable and unsanitary situation of my household to push for an urgent and extremely expensive, but unnecessary excavation repair. I stand firm that I feel I was taken advantage of, and that is the primary reason I am seeking a refund.

   

  I hope this complaint serves as an honest and stern warning to other homeowners on Roto-Rooter’s deceitful practices, and recorded evidence of that company’s abhorrent and offensive customer service practices.

  Business Response

  Date: 10/12/2023

  Roto-Rooter has already responded to *** ******** concerns.
  The proposal copy provided in the previous response evidences we recommended
  replacement of the failed transition, which is the same as a failed coupling – the
  terms are interchangeable – and to hydrojet the line to remove the root
  infestation. The footage confirms the root infestation was severe further
  validating the poor existing  condition
  of the property and validating the proposal given to resolve.
  
  The cost incurred to *** ****** is the cost for rodding on
  8/14/2023. The service occurred and restored sanitary flow, validating the
  service charges. *** ****** received an additional rodding on 8/25/2023 at no cost,
  under the terms of the guarantee for services paid on 8/14/2023. *** ****** was
  not taken advantage of because the rodding guarantee was voided 8/25/2023 due to
  the poor condition of the sewer system on the property. The footage confirms
  the condition was poor.
  
  A refund of service charges is not due to *** ****** simply because
  the property serviced is in poor condition. The service provider is not responsible
  for this condition. The service provider is responsible for service provided.
  In this case, rodding service was provided on 8/14/2023 and charged for.
  Rodding was given at no cost on 8/25/2023 under the terms of the guarantee of
  that original service. *** ****** has received the service(s) he paid for and
  no refund will be given for that reason.  

  Customer Answer

  Date: 10/12/2023

  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 image I have provided was produced after inspection by another company, post-clearing. Pictured is what your inspection and footage mis-identified as a failed coupler/joint/whatever, when in fact was a normal coupler in normal condition.

   

  Hydrojetting was not discussed or extended as an option during the second service! Do not continue to offend me.

  
  Put yourself in your customers shoes - even if you don’t think I am owed a refund, show me the respect I am owed as someone who spent almost $1000 on a SCAM ATTEMPT.
  

   

  GIVE ME MY MONEY BACK.

  Business Response

  Date: 10/13/2023

  Roto-Rooter understands *** ****** wants a refund of rodding
  charges. His reason for this request is solely because a proposal was given for
  additional service and the guarantee was voided due to poor condition. His
  request is NOT because the service wasn’t provided, NOT because the service
  didn’t restore flow, and NOT because his guarantee wasn’t honored.  
  
  *** ****** paid for rodding service and received rodding
  service. *** ****** also received a 2nd rodding service under the terms of the guarantee
  (at no cost) – part of what he paid for. *** ****** has received the services he
  paid for and is not due a refund of these costs simply because a proposal was
  given for additional services to resolve the poor existing condition of the
  sewer line. Footage confirms the line was in poor condition. The poor condition evidenced also validates the void of the guarantee after 8/25/2023.
  
  Rodding service was performed on 8/14/2023, paying for this
  service is not a scam. Rodding service was performed again on 8/25/2023, no
  payment was given on this date because *** ****** already paid for rodding service
  on 8/14/2023. *** ****** paid for rodding and received rodding. His payment
  came with a guarantee on workmanship that was honored (despite the poor
  condition) on 8/25/2023. The poor condition of the sewer line is verified by footage,
  this is not a scam. *** ****** is not due a refund of his rodding charges because
  the condition of his sewer line was poor resulting in a proposal given for additional
  service and a void of the guarantee going forward.
  
  To confirm, *** ****** paid for rodding service and received
  rodding service. *** ****** received a rodding service under the terms of the
  guarantee with that payment. *** ****** has received the services he paid for
  and a refund will not be issued.

  Business Response

  Date: 10/13/2023

  Roto-Rooter understands Mr. ****** wants a refund of rodding
  charges. His reason for this request is solely because a proposal was given for
  additional service and the guarantee was voided due to poor condition. His
  request is NOT because the service wasn’t provided, NOT because the service
  didn’t restore flow, and NOT because his guarantee wasn’t honored.  
  
  Mr. ****** paid for rodding service and received rodding
  service. Mr. ****** also received a 2nd rodding service under the terms of the guarantee
  (at no cost) – part of what he paid for. Mr. ****** has received the services he
  paid for and is not due a refund of these costs simply because a proposal was
  given for additional services to resolve the poor existing condition of the
  sewer line. Footage confirms the line was in poor condition. The poor condition evidenced also validates the void of the guarantee after 8/25/2023.
  
  Rodding service was performed on 8/14/2023, paying for this
  service is not a scam. Rodding service was performed again on 8/25/2023, no
  payment was given on this date because Mr. ****** already paid for rodding service
  on 8/14/2023. Mr. ****** paid for rodding and received rodding. His payment
  came with a guarantee on workmanship that was honored (despite the poor
  condition) on 8/25/2023. The poor condition of the sewer line is verified by footage,
  this is not a scam. Mr. ****** is not due a refund of his rodding charges because
  the condition of his sewer line was poor resulting in a proposal given for additional
  service and a void of the guarantee going forward.
  
  To confirm, Mr. ****** paid for rodding service and received
  rodding service. Mr. ****** received a rodding service under the terms of the
  guarantee with that payment. Mr. ****** has received the services he paid for
  and a refund will not be issued.

  Customer Answer

  Date: 10/13/2023

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

   

  --\\--

  Any homeowner would think they were paying Roto-Rooter for a
  SERVICE (restoring flow to a blocked line), but in their aggressive defense of
  my complaint it is now clear that Roto-Rooter provides ACTIVITIES (such as stuffing
  a snake up a pipe, or trying to convince homeowners to perform excavations
  on their properties) rather than services, and that is all they can guarantee. Thank you for clarifying, what a business model!
  
  Roto-Rooter is yet to address why they considered my line
  defective and requiring a do-or-die $12-20k URGENT service, when I have
  evidence from a competitor that my lines are normal. The similarities between
  my case and **** *****, et al. v. Roto-Rooter Services Company are clear.
  
  I WANT MY MONEY BACK, but I’ve also calculated I’ll eventually
  get my money’s worth out of this charade if I take enough time from Kristina
  M** and Pat S****** (if those are even real people.) There is only so much
  copying and pasting their “customer service” department can do. Buckle up, we’re in for the LONG HAUL.

   

  Customer Answer

  Date: 10/13/2023

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

   

  --\\--

  Any homeowner would think they were paying Roto-Rooter for a
  SERVICE (restoring flow to a blocked line), but in their aggressive defense of
  my complaint it is now clear that Roto-Rooter provides ACTIVITIES (such as stuffing
  a snake up a pipe, or trying to convince homeowners to perform excavations
  on their properties) rather than services, and that is all they can guarantee. Thank you for clarifying, what a business model!
  
  Roto-Rooter is yet to address why they considered my line
  defective and requiring a do-or-die $12-20k URGENT service, when I have
  evidence from a competitor that my lines are normal. The similarities between
  my case and **** *****, et al. v. Roto-Rooter Services Company are clear.
  
  I WANT MY MONEY BACK, but I’ve also calculated I’ll eventually
  get my money’s worth out of this charade if I take enough time from Kristina
  M** and Pat S****** (if those are even real people.) There is only so much
  copying and pasting their “customer service” department can do. Buckle up, we’re in for the LONG HAUL.

   

• Initial Complaint

  Date:10/09/2023

  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 called to determine why there was a backup in the draining of plumbing. For $481 they snaked the drain and ran a camera to determine the issue. The cost to repair roots in main line was quoted at $4,000 with 50% deposit. I specifically asked if there were any more hidden fees and was told no. This same night the technician borrowed my vice grips which were never returned. The technician this night made a joke that because I had good credit they would charge me more if I opted for the payment plan. The following day the job was supposed to be dig, clean, cut, replace, replace soil. The technician borrowed my hose which the hose nozzle was never returned and hose damaged. The technician made no communication with the owner while conducting service and did not inform the customer of any modification needed until after he had filled back in the hole and ran off site telling the owner that the company needs to send a new wok order. Technician stated no pipe was replaced, only the pipe was cleaned, there was no covering done to protect the pipe from future issue and the result was a high pressure cleaning machine. The company still demanded the original estimate for half the job done. When requested over 3 times to have a broken down itemized estimate for the work actually completed, it was refused every time. The field supervisor told customer to pay the original amount and they'd give more of warranty. Not acceptable. Customer continued to request to only pay for actual work done and continued to be refused a break down. Customer was forwarded to same local office to handle dispute and was politely told to piss off you paid your problem take us to court. Summarizing because only few hundred words left. Customer was given $500 off but still has NEVER been given what the job actually costs and has been quoted by others a much different rate. Supervisor joked that customer wouldn't have an issue for 5 years anyways while joking about the warranty.

  Business Response

  Date: 10/10/2023

  Customer received invoice for work completed and agreed to new price over phone before credit card was ran.    

  Customer Answer

  Date: 10/10/2023

  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.

   

  You still are not given an itemized invoice for the 5th time and you have stolen my tools without replacing them. 
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 10/10/2023

  ROTO ROTOER IS A FLAT RATE COMPANY, WE PROVIDE A INVOICE WITH THE TOTAL AMOUNT THAT WAS PAID AND AN EXPLANATION OF THE WORK PERFORMED. WHICH YOU RECIEVED

  Customer Answer

  Date: 10/10/2023

  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.

   

  The missing tools vice grips ans hose have not been addressed.
  
  
  Regards,
  
  
  
  ****** ******
  
  

  Business Response

  Date: 10/22/2023

  This issue has been addressed 

• Initial Complaint

  Date:10/09/2023

  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.

  Work was not completed;seeking a lesser amount because I fired them and had to hire another plumber.

  Business Response

  Date: 10/09/2023

  Roto-Rooter entered into a contract with Ms. **** 08/29/2023 to perform an exploratory dig due to a clogged main sewer line that was causing back up into the home.  She was offered a full line replacement but declined and agreed to move forward with the exploratory dig hoping that us digging in the area would eliminate the issue.  The customer was told that we were unable to see passed the area of the clog and would not know if there was any additional damage.  The work was executed the next day and we found a break in the concrete pipe, replaced and added a clean out for the customer.  We had one of our jetters come by afterward and jet (Clean the line) so we could assess if any additional issues were going on in the line.  We were able to find that there was another blockage farther down the line toward the street.  We informed the customer.  The customer chose not to go forward with the full line replacement.  2 days later, Ms. **** called us back saying we did not take care of the issue.  Roto-Rooter dispatched a Field Supervisor back to Ms. ****s property and observed her friends company excavating the site.  When the area was dug up, you could see the area we had replaced was intact.  The customer had water coming into her basement because there was still a clog farther down the line, that we showed her, and due to not replacing the full line, as we had suggested.  We showed the customer as well as the other plumbing company that our repair was holding and working.  The customer decided at that time to have the full line replaced, as we originally suggested, by the other company.  I have attached a copy of the proposal Ms. **** signed agreeing to us performing an exploratory dig, adding a cleanout and eliminating the one problem that we could identify.      

  Business Response

  Date: 10/20/2023

  We have a signed contract from Ms. **** agreeing to the work we performed and completed.  We explained our position in the last follow up and believe we have addressed all the concerns.  Our goal is to offer solutions based on our findings.  Again, the customer and Roto-Rooter have a different view of the events that transpired but continue to agree multiple options were offered and the customer chose to go with another company.   

  Customer Answer

  Date: 10/21/2023

  I cannot recommend Roto Rooter.  I have photos showing what a terrible job they did.  I had to pay twice to get the line fixed.  All I am asking is they accept $5,000 instead of $8600. 

• Initial Complaint

  Date:10/09/2023

  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 10/2 I got "service" but nothing was fixed and I was still charged. I agreed to the price when I asked the person if it will be resolved and they said yes. Later they said they needed a camera and only a manger could inspect with that. Not only did they take 4 days to get back to me about the camera I was told that someone would reach out to me the next day. I filed a complaint with their customer service and they said a supervisor will contact me about it and no one has reached out since. The plumber just made a mess in my bathroom and bagged the money. I want a full refund or I will continue this.

  Business Response

  Date: 10/09/2023

  Refund given on 10/2/23.  Documents attached.