Business Profile

Plumber

Roto-Rooter

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Pattern of Complaints

Complaints

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

Customer Complaints Summary

790 total complaints in the last 3 years.
261 complaints closed in the last 12 months.

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Submit a Complaint

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:10/07/2023
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.
Please see document, roto rooter wants $14,000...a Lawyer said they destroyed over 20,000 in my basement...I am a disabled veteran and can't afford to take them to court, Dennis g******* told his friend who is a public adjuster about my insurance policy how good it was, His name is Donte S******* and he owns ********** adjustment company out of Philadelphia PA. S******* stole 4,000 dollars in insurance money from me after tricking my wife and I to sign over our right to our own Allstate policy..and has numerous addresses, he knows that lawyer certified letters to chase him are costing me a fortune
Business Response
Date: 10/09/2023
Roto Rooter has no affiliation with Silverline Adjustment Company. Roto Rooter is seeking re-imbursment for the mitigation services rendered. To date, payment has not been recieved.
Customer Answer
Date: 10/24/2023
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.

1. They are lying about the set -up, DENNIS G****** came into my home and said The public Adjuster will give you a call.
2. The adjuster still owes me 4,000 dollars that he stole from AllState
3. I spent 5,000 dollars on a lawyer to chase adjuster around Philadelphia
4. roto -Rooters crew came into my home and told me THIS IS WHAT WE ARE DOING!!!, with no regard to my home
5. They said BY LAW I had to sign the IPAD , before they could legally leave my home
6. LOOK AT THE PICTURES< OF THEM TREATING MY BELONGINGS LIKE GARBAGE
7. I had a contracter come into my home and said there is 12,000 dollars worth of damage to my walls because they Chain sawed them
8. ROTO ROOTER DAMAGED 12 grand in housing, And about 15 grand in personal items, THINGS WERE TAKEN FROM MY HOME AND NEVER BROUGHT BACK
9. MY lawyer wants to go to court, I want to settle...;They will have to significantly lower they bill to around 4 thousand dollars , so I have the money to fix my house, Their adjuster friend got away with thousands
10. ROTO ROOTER LOCAL BRISTOL, is operating a scam under the name of Roto Rooter!!! I need compansation ASAP or going to court,

Regards,

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

Business Response
Date: 10/25/2023
All services provided were completed to IICRC standards and procedures. Our company prides itself on ensuring the customer has a great experience given the circumstances. The invoice represents the services to ensure the affected areas are exposed, disinfected, sanitized and that the structural drying is completed to the home's pre-loss condition. Again, Roto Rooter is NOT affiliated with any other firms or businesses outside of the name of Roto Rooter.
Initial Complaint
Date:10/04/2023
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.
Roto-Rooter staff exaggerated the cost of water restoration and submitted a fraudulent claim to the insurance company with/ fraudulent charges. Estimated $20-40k and billed $25,610.74. Charges include materials that weren't used, hours not worked, after-hours not worked, and overall exaggerated work scope; in some areas, staff was negligent and knowingly misreported cause of loss to insurance, exaggerated damages with intent to gain financially.

The homeowner reported the cause of loss accurately to the insurance company. The homeowner has received payment from the insurance company, and the homeowner is NOW requesting a corrected invoice from Roto-Rooter w/o exaggerated/fraudulent charges.

Roto-Rooter staff has refused to provide an invoice w/o fraudulent charges, has stated that they don't negotiate with/ customers, and has threatened to place a Lien against the home.

Roto-Rooter staff deceptively had the owner sign a contract that included a direct pay agreement w/o explanation (which was rescinded by the homeowner).

Roto-Rooter staff engaged in poor health and safety practices and poor plumbing practices. Staff repeatedly caused cross-contamination in the home during and after post-sewer line back up and post-restoration, resulting in property loss and health risks.
Business Response
Date: 10/09/2023
Roto-Rooter follows the guidelines of the IICRC S500/S520 as well as the CDC and OSHA. Roto-Rooter is liable for the work they preform. Roto-Rooter uses ********* which is given to us by the insurance company. We do not dictate the pricing of *********. Roto-Rooter take pictures before during and after of the job. Roto-Rooter has a signed contract by the homeowner before the work is started. Roto-Rooter gives a price range, but the work charged is based off the actual work done. If there's any questions the insurance company has with specific line items we provide details from the IICRC as well as photos. **** ****** ** was paid by the insurance company for this claim. She is withholding the money from Roto-Rooter.
Customer Answer
Date: 10/09/2023
Better Business Bureau:

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

Roto-Rooter is responsible for providing an accurate invoice to the customers
Roto-Rooter is financially responsible for additional furniture loss and property damage due to poor workmanship and inconsistencies related to the implementation of health and safety practices.
Roto-Rooter may consider cultural competency training, especially if they are to report to families inhabitable conditions.
Roto-Rooter must ensure that plumbers are competent and implement best practices to restore flow to the main sewer line, unclog, and cap off the toilet flange in the home to ensure no further damage or health risk to families. *Tim did not perform these tasks as noted and documented by ******* on 8/7/23. ******* restored flow w/in 30 minutes from lowest access point w/in the home.
Roto-Rooter should consistently ensure that staff implement health and safety practices to eliminate cross-contamination.

Regards,

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

Business Response
Date: 10/11/2023
Roto-Rooter follows the guidelines of the IICRC S500/S520 as well as the CDC and OSHA. Roto-Rooter is liable for the work they preform. Roto-Rooter uses ********* which is given to us by the insurance company. We do not dictate the pricing of *********. Roto-Rooter take pictures before during and after of the job. Roto-Rooter has a signed contract by the homeowner before the work is started. Roto-Rooter gives a price range, but the work charged is based off the actual work done. If there's any questions the insurance company has with specific line items we provide details from the IICRC as well as photos. **** ****** ** was paid by the insurance company for this claim. She is withholding the money from Roto-Rooter.
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 staff exaggerated the cost of water restoration and submitted a fraudulent claim to the insurance company with/ fraudulent charges. Estimated $20-40k and billed $25,610.74. Charges include materials that weren't used, hours not worked, after-hours not worked, and overall exaggerated work scope; in some areas, staff was negligent and knowingly misreported cause of loss to insurance, exaggerated damages with intent to gain financially
Regards,

**** ****** **
Business Response
Date: 10/20/2023
Roto-Rooter follows the guidelines of the IICRC S500/S520 as well as the CDC and OSHA. Roto-Rooter is liable for the work they preform. Roto-Rooter uses ********* which is given to us by the insurance company. We do not dictate the pricing of *********. Roto-Rooter take pictures before during and after of the job. Roto-Rooter has a signed contract by the homeowner before the work is started. Roto-Rooter gives a price range, but the work charged is based off the actual work done. If there's any questions the insurance company has with specific line items we provide details from the IICRC as well as photos. **** ****** ** was paid by the insurance company for this claim. She is withholding the money from Roto-Rooter.
Initial Complaint
Date:10/02/2023
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.
vendor charged additional cost of $255.37, per no access to mainline plumbing outside the house. Mainline cleaned out through the removal of toilet located inside the house. Due to removal of toilet additional cost was incurred. 3 months later after the Vendor came out to clean out clogged mainline, the mainline got clogged again. The second time a different plumber contractor was contacted. The second plumber cleared out mainline through clean out access located in the back yard. A video of the cleanout access was provided to confirm the house does have a proper cleanout access.

I've made many attempts to resolve this issue with the vendor. I have emails from an employee with vendor who acknowledged the issue and was in the process of processing a refund in the amount of 255.37 but then stopped communicating. I called another time and was able to reach the claims department, spoke a molly who told me the original person Doug who was the manager left the company, and the employee who was emailing me is on medical leave. Molly promised to call me back within one day to resolve the issue and has not called me or responded back to any of my calls.
Business Response
Date: 10/05/2023
A refund check was processed and Mailed to customer on 10/5.
Initial Complaint
Date:10/02/2023
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.
On Aug.8,2023, I was charged $8992.92 (#********) to replace a clogged sump pump discharge line. The line was to be installed from my house to the street and connected to a city line. My wife and I were told that this would involve using heavy equipment. After this was put on my credit card, the field supervisor decided to simply connect the discharge line to an existing down spout.
A trench 2.5’deep x 5’long x2’wide was hand dug and connected to the down spout. We were charged $8992.92 for labor.
I contacted the ***** office numerous times for an itemized list and a refund. I also contacted a Customer Service coordinator in Cincinnati who replied” Unfortunately, we are unable to issue a refund as we have confirmed that the correct price was charged for the work performed.”
$1,798.584 per foot is outrageous. $899.292 per hour of labor is outrageous. I spect a reasonable refund.
Business Response
Date: 10/03/2023
Spoke with **** and reiterated the contract he signed and the work that was done match We stand by our work with a warranty and it was all agreed to before the work started.
Customer Answer
Date: 10/03/2023
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,

**** *****
Business Response
Date: 10/06/2023
Roto rooter is flat rate pricing. We apologize for making anyone upset, this why we cover the contract and signatures before starting work to prevent any miss communication as well as email contracts to the customer.
Customer Answer
Date: 10/06/2023
Better Business Bureau:

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

Regards,

**** *****
Customer Answer
Date: 10/10/2023
********
The contract described by the field supervisor did not correspond to the work done. The idea of replacing the line to the street, was swished to digging a trench to a downspout, after we put the charge on our credit card and signed the contract. I would like a breakdown of flat rate pricing for the work completed.
Business Response
Date: 10/10/2023
The work done is exactly what was put on the original contract that was signed. A contract is not able to be edited after signature is captured. I will have the office email you the only break down we provide as well as send a hard copy via mail.
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,

**** *****
Customer Answer
Date: 10/16/2023
Roto-Rooter (ID ********) overcharged me for work completed on 08/08/23. I have sent you a photo of the work completed as well as a photo of an incorrect invoice they sent via email to me. They have offered me no compensation whatsoever.
Business Response
Date: 10/24/2023
Customer was provided the requested breakdown on October 10th via email and a hard copy was mailed on the 10th as well.
Customer Answer
Date: 10/24/2023
Better Business Bureau:

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

Regards,

**** *****
Customer Answer
Date: 10/24/2023
I am not satisfied with Roto Rooter’s effort because they continue to avoid the fact that I was overcharged for the work done. I have sent BBB photos to support this. The invoice sent by Roto Rooter has nothing to do with the work done at my home. I request a refund.
Customer Answer
Date: 10/24/2023
Please see attached. Please share this with the business. Thank you.
Business Response
Date: 10/24/2023
Please refer to invoice uploaded on 10/6 showing scope of work which matches customer's picture of work. No discount is warranted.
Business Response
Date: 10/26/2023
The customer was made aware of the cost of the service before work was performed and updated throughout the entire process. Invoices have been sent to the customer to review the work per request. No refund is due as services were performed and completed per standard company processes.
Customer Answer
Date: 10/26/2023
Better Business Bureau:

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

Regards,

**** *****
Customer Answer
Date: 10/27/2023
We were led to believe that to fix a plugged sump pump discharge line, that we would need to have our yard dug up and a new line connected from our house to a city line at the street. We were told that we would have to prepay which we did with our credit card. Then they decided to dig a 5’ trench and connect to an existing downspout line. Since we were charged for the original plan, the work actually completed warrants a refund.
Business Response
Date: 11/06/2023
The customer was made aware of the cost of the service before work was performed and updated throughout the entire process. Invoices have been sent to the customer to review the work per request. No refund is due as services were performed and completed per standard company processes.
Customer Answer
Date: 11/08/2023
Better Business Bureau:

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

Regards,

**** *****
Customer Answer
Date: 11/08/2023
Roto Rooter has not addressed the issue of this dispute. I don’t feel that they have negotiated in good faith. They have failed to provide a cost breakdown of replacing the sump pump discharge line. The work completed is not commensurate with the price charged. There has been no offer of resolution.
Business Response
Date: 11/13/2023
Uploaded break down again for viewing
Customer Answer
Date: 11/14/2023
Better Business Bureau:

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

Regards,

**** *****
Customer Answer
Date: 11/16/2023
Roto Rooter continues to send an invoice that doesn’t have anything to do with replacing a sump pump discharge line. They continue to avoid sending a break down for work completed. The work completed is not commensurate with the price charged.
Business Response
Date: 11/22/2023
Roto rooter provided a proposal with the exact work to be done and this was agreed to before work was started as well as paid in full. Roto rooter also sent multiple documents via us mail and BBB to show everything in question. A refund is not warranted for this job and all work was given a warranty for future issue.
Customer Answer
Date: 11/22/2023
Better Business Bureau:

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

Regards,

**** *****
Customer Answer
Date: 11/24/2023
The exact work that I agreed to was changed from excavating my front yard to replace a clogged sump pump discharge line and connecting to a city line at the street, to hand digging a 5 foot trench to connect to an existing downspout. This was decided after my credit card was charged. The warranty sent to me was for SEWER repairs that were neither NEEDED nor DONE. This seems to be a pattern with Roto Rooter . I deserve a refund.
Business Response
Date: 11/29/2023
Information that the customer signed off on before work began. Nothing in the proposal stated there would be digging in the front yard
...Excavate approximately 2.5ft deep x 5ft long x 2ft wide trench in front corner of
house. Cut out sump pump line where blockage was located. If sump pump line isn't tied
into downspout RotoRooter will tie it in at the corner down spout. Once repairs are
made the storm line will be hydrojetted and re-inspected. If RotoRooter finds any
other areas of concern we will notify customer at that time. If sump pump line is
deeper than 4.5ft at tie in there may be price increase. All repairs come with a 5
year parts and labor warranty.
Customer Answer
Date: 12/14/2023
Better Business Bureau:

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

Regards,

**** *****
Initial Complaint
Date:10/02/2023
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.
May 2023 basement flooded raw sewage. Roto rooter came out and scoped pipes only 103 feet and not all the way to city line. At 103 feet did a spot repair. Week later basement flooded again and they said a clean out was wrong. I paid 13,000$. Sept 2023 basement flooded agin raw sewage . This time they scoped 115 feet to city line and found a problem 3 feet down from first problem. Want to charge me 20,000$. Why wasn’t it originally scoped 115’ . Total crap with this company. Have contacted BBB, Seven can help, Nebraska County Attorney consumer relations. ******* who I speak to is a complete *******
Business Response
Date: 10/09/2023
We have reviewed the video of the customers sewer line before and after the repair as well as provided the customer with a copy of the videos for her review. It is clear in both the documentation that the customer initially signed to do the original repair and the video that there were two separate issues and the customer fixed the first issue not the other problem in her sewer line. It is Roto Rooters position that we are not responsible for the secondary issue in the customers sewer line and it is not related to our original repair. We would be glad to repair the issue for the customer and have given her a proposal to do so. She has declined. She stated she was turning this over to an attorney because she did not agree with our findings.
Business Response
Date: 10/12/2023
The work that was agrred upon is done any additional work that needs to be done is at a additional cost.
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.

As I Asked at my house, I asked the superior to come out and explain excactly what the issue is why it keeps backing up and explain it to me with the video of before and after. I also have not received the video that was done the day before work was completed and compared to video of after so I can verify all the defects were done as stated. Why am I not able to see that video. Obviously it was not done right, cause you had to come back out two days later to fix and now 5 months later. Why kind of owner does not come to the scene to explain after spending 13,000$ . And if all work was done I would like the video and feet where the several defects were repaired so I can compare those
Regards,

***** *******
Initial Complaint
Date:09/30/2023
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called an emergency service today on September 30. The service guy arrived around 2am and he checked the issue, my toilet was clogged. They told me the price would be 550 to fix it and I canceled the service because the price was too high for an easy fix. But they still charged me for 190, I think it was unacceptable and I want a refund, my issue was not fixed and the fee should not be charged. They did not inform me about the fee before sending me the service guy and starting their service.
Business Response
Date: 10/02/2023
This is not for Roto-Rooter. We have never serviced this customer.
Customer Answer
Date: 10/04/2023
Better Business Bureau:

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

Regards,

******** **
Initial Complaint
Date:09/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had them out on September 27 to inspect and clean sump pump. At that time I was told I had sewage water running into sump pump. Then I was told after ther done a further inspection, that I had a break in clean out in the sewer line. I also had build up of grease and soap. I was told my line needed repaired and also Pictor and ueomont done. The total cost of 9455.96. I had another company come in for second opinion and they found no problems at all anywhere! They charged me for this on my credit card. They haven’t done any work here.
Business Response
Date: 10/03/2023
Contacted customer, Went back to customer's house. Reevaluated the line with customer in our video "Both video's". Showed customer the status of her line while she was there. Thanked customer for allowing us to reevaluate the line and told her our concern of line.
Customer Answer
Date: 10/03/2023
Better Business Bureau:

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

Regards,

***** ****
Customer Answer
Date: 10/03/2023
Roto-Rooter came back to my home on Oct. 3 to do second camera down sewer line. They found no broken clean out and also no grease build up as stated the first time. There was also no blockage causing restriction of water flow. I only have soap build up in line from washing machine to sump pump. This is not causing any issues at this time. I truly believe I was targeted for being a senior woman. I want to make sure this happens to no other person.
Business Response
Date: 10/04/2023
We reach back out to the customer today to explain position which hasn't changed left a VM. There are issues with the line which are present in both videos, which we offered to customer as well. There is an offset in the cleanout about an inch or so in the customer's favor currently needs to be addressed at some point. Both lines cameras can also use our picote service which the customer didn't feel she needed while we were on site. in our professional opinion we feel like these issues need to be taken care weather it be by us or another company. Roto Rooter is not giving any refund for the work the tech did while on site. Customer was only charged a 1/2 hour of labor while tech was there for 3 hours.
Customer Answer
Date: 10/05/2023
Better Business Bureau:

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

Regards,

***** ****
Initial Complaint
Date:09/28/2023
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.
Scheduled Roto Rooter here in Omaha to perform a backflow inspection at our business. After testing, plumber informed my manager he needed to rebuild backflow and replace relief valve. On his invoice, he listed "Rebuild Backflow - Replaced Relief Valve + parts" for a total of $373. That amount seems reasonable, however, he also listed an amount of $254.16 for parts in line item below the description of work. I find it highly unreasonable that Roto Rooter can claim that the plumbers they use charge $373/hour in Omaha, NE. While my employee did sign for the work, the double listing of parts on the invoice and the exorbitant "hourly charge" makes their business practices seem predatory at the very least. That line item clearly states service performed (“Rebuild Backflow…) plus parts for a total $373.00. The line item for parts in the amount of $254.16 should not be added again, it was stated parts were already included in the total. The invoice written by the plumber states labor and parts of $373.00.
Business Response
Date: 09/29/2023
On 9/26/23, Mr. **** contacted Roto-Rooter to perform an
annual backflow test at his business. Within one hour, Roto-Rooter had one of
our licensed plumbers come to his business to perform the testing. Our plumber
found that the device needed repair and spoke to the person in charge to inform
them of the cost and get authorization for the work. The employee reviewed and
signed for the work to be completed. The cost for the work is in with
Roto-Rooter’s standard pricing structure. The invoice clearly states that the
failed initial test costs $125.00, and the repair cost will be $339.00 plus
parts. The next line states that re-testing and filing the appropriate
paperwork with the city is included. Furthermore, the itemized breakdown on the
invoice clearly shows the cost of the parts. The authorized employee then
signed off again stating the work was done satisfactorily.
Customer Answer
Date: 10/06/2023
I want to pay them for this service, but at a reasonable hourly rate. they have offered no information as to why there plumbing rate is $373/hour. all i am asking for is to be charged a rate for plumbing services that is in line with current rates in the omaha area. all they respond is a cut and paste reply
Business Response
Date: 10/10/2023
Roto Rooter's position remains unchanged and there will be no price adjustment.
Initial Complaint
Date:09/28/2023
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.
On July 28, 2023 I signed an agreemnt to have Roto-Rooter (RR) to repair my sewer line for $9,000 and paid 1/2 ($4,500) upon signing the agreement. On 8-1-23 RR was on site to repair the sewer line. Over the next 2 to 3 days, RR was not available to complete the work and got thier pipe buster equipment stuck under my big oak tree. RR indicated that I would have to have the tree and stump removed so they could get their equipment out from under the tree and finish the job. RR installed a temporary above ground pump so the sewer was usable. I had the tree removed on 8-23-23 for $1,500. I scheduled the stump removal for 8 a.m. 8-28-23 for $600, and confrimed 3 times with RR on 8-25-23 that RR wouild be on site when the stump was being removed on the morning of 8-28-23 to get thier equipent out and finish the job. On the morning of 8-28-23 the stump was removed and RR did not show up as scheudled and promised. Over the course of that morning and afternoom I made a total of 9 calls to RR ( 2 calls to the office) (4 calls to Fletcher W******* the salesman for RR) and ( 3 calls to Conner the office manager) with none of the 9 calls being answered nor did I get any return calls at all. At the end of the day RR was still a no call no show. The next day (8-29-23) RR was still a no show/no call. I made 2 additional calls to RR with no answere or a return call. At that point, I scheduled another company to come and do the work for ($3,980.) which they completed on the same day (8-29-23). Around 11:00 a.m. on the morning of 8-30-23 I noticed a RR servcie truck in front of my house. I asked the RR employee what he was doing and he indicated that he was getting his equipment that had been removed from under the tree. I asked him where he was on 8-28-23 and on 8-29-23 and he said he was on another job site.
In summary, I paid Roto-Rooter $4,500 to do nothing but get their equipemnt stuck under my tree, and I had to pay a total of $6,330. to other companies to finish the job.
Business Response
Date: 09/28/2023
Getting in touch with Field Supervisor and crew. Will reach out to customer after getting necessary information.
Business Response
Date: 10/11/2023
I left a voicemail for Mr. ******** explaining that the refund check was processed that date on our conversation, It does take our corporate office up to 15 business days and that he should be receiving the check some time next week.
Customer Answer
Date: 10/17/2023
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,

**** ********
Initial Complaint
Date:09/27/2023
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.
7/2/23 called Roto rooter due to a clogged toilet that could not be plunged with plunger due to a broken wax ring. Roto rooter came out. Toilet removed and tech snaked the drain. They then used a camera to look inside. We were Showed two areas that the line was not connecting the first approximately 80 feet down was “due to roots”. The next area approximately 103 feet is where our house line should be dumping into the city line. This was a large separation. Estimate for repair was given (4500.00). On 8/24/23 company made the repairs. Line is still backing up. when informing the company they say that only one of the repairs was completed. When speaking with the supervisor he said that the tech who was here, is no longer working for the company and that he doesn’t know what he said and or didn’t say. I have video of what my drains are like now.
Business Response
Date: 09/28/2023
I have spoken with the customer the job at was paid for has been done the other repair needed we will be more than happy to do but will not do for free these are two separate issues. I also have before and after videos of what the issues were and our repair after the job was completed. In the original video the customer is present and see both issues in the line. We also have all document with signatures that the customer signed to do the repair further down the line. Yesterday ****** came to the office, and we watched the video that was taken previous to the work being done. I have explained we are only responsible for the work we perform and none of the other issues she has.
Customer Answer
Date: 10/10/2023
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.

Roto router provided a written video inspection of sewer line and recommended service or repair on July 2. In this document, it states in review that there is a broken cracked or corroded line and also a broke line at clean out. Their solution is listed to make those repairs. When we requested service to be completed on our needed repairs on August 24, the bid states that they are to clean out the spot repair at cleanouts and that the line separated and is in need of repair. This is what they told us would fix our problem so we said OK no one ever told us that there were two issues no one ever told us that there was a previous line that had been repaired that failed rotor. Rooter did not provide us with all of the necessary facts to make an educated decision on repairs. They held information back that would probably have stopped us from throwing good money at bad , if we had known there were two issues we may have preceded differently. Again on their written documentation it does not state that there is a previous repair that has failed. Only recently. Did Roto router start saying that we have two problems and the other problem is in “the belly“ the belly had never been noted on any of the paperwork that Roto router gave us. We are not plumbers. We looked at the video with the technician. The technician assured us that the area in which there was water building up, was nothing to worry about , I know that that individual no longer works at Roto-Rooter. I was told he was fired because of his lies. It’s not my problem they hired a liar that promise customers certain things, rotor rooter needs to stand behind their name, and maybe improve their hiring processes, so they don’t hire people who tell customers things that are not true .
Regards,

****** *********
Business Response
Date: 10/10/2023
The job that was paid for and done is complete we have finished what was agreed upon.

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Roto-Rooter is NOT a BBB Accredited Business.